GU, customer service and communication extremely frustrating

Apparently you can reach someone by phone…

So he is the only contact person. There is no one else who answers the phone.

Don’t ask the “Why don’t we hear anything…”

We don’t. We write concrete questions by email or WhatsApp. They just remain unanswered.

From a business perspective, I do not see you as entitled to the [Handwerkerliste] either:

It was just one example among many to show that agreements are simply not kept. He did promise us the list. I know that this is not usual. If he fundamentally had a problem with it, he could have refused to give us the list.

This concerns a regionally operating general contractor. He is actually likeable; he works exclusively with local companies and from what one hears, everyone is satisfied. It’s just the communication that is extremely annoying.

So he is the only contact person. There is no one else who answers the phone. We don’t do that. We write specific questions by email or WhatsApp. They just remain unanswered. It was also just one example of many meant to show that agreements simply are not kept. He promised us the list. I know that this is not common practice. If he fundamentally had a problem with it, he could have refused us the list. This is a general contractor operating regionally. He is basically likeable, works exclusively with companies from the area, and from what people say, everyone is satisfied. Only the communication is extremely annoying.

Where are you building? I’ll put it this way: as long as the construction is on schedule and well executed, everything is fine. Do you now have an external construction supervisor? Don’t forget that the construction manager from the construction company does not work for you, but for the construction firm.

We are building in Münsterland. We have a construction supervisor who has nothing to do with the [GU]. He is paid by us according to appointments and consulting services.

We are building in Münsterland. We have a construction supervisor who has nothing to do with the general contractor. He is paid by us for appointments and consulting services.

And what does he say about it? Is it normal for him in the construction industry or has he noticed it negatively?

So he is the only contact person. There is no one else who answers the phone.

But that is your own fault. The builder is usually on the construction site most of the time. That way you inevitably meet the craftsmen. Whoever is smart supplies them with coffee and cookies from time to time. That gets you into conversation and you can also express a wish or ask questions concerning the trade. At the same time, this saves the nerves of the general contractor. If you really have to call then, it carries much more weight than bothering every 3 days.

We don’t do that. We write concrete questions by email or Whatsapp. They just remain unanswered.

Better stop that. If every builder constantly bombards the general contractor with messages, what do you think, how much time and desire he has to answer all the time? If you have to talk, you gather all points over a longer period and clarify them either face to face or by phone.

It was just one example of many, meant to show that agreements simply are not kept. He did promise us the list. I know that this is not common. If he had a fundamental problem with it, he could have refused to give us the list.

Then we’ll tell you now. Such a list is hard to provide when craftsmen keep dropping out left and right. More than ever in these times. The promise might have worked 3 years ago. Now you see it doesn’t work. Material, people, time – everything is scarce.

Overall, everything is still fine as long as quality and execution are right and progress continues steadily. I wouldn’t insist too much on deadlines either, as long as the willingness to complete the project remains visible. Of course, everything has its limits. As outsiders, we cannot judge that so well. So far, it still reads as normal, I would say.

Don't be upset. In my 10 years of forum experience, I have rarely read that the communication was good or satisfactory.

You probably don't have our GU on your radar anymore... ;-)