Masterton Homes

We signed our contract in January 2024 and expected a straightforward build. Instead, we endured eight months of pre construction, received validation in September, had the slab poured in October 2024, and didn’t move in until September 2025. It has taken me six months to write this review because I needed time to recover from the stress of dealing with Masterton. Building with them was the most stressful, expensive, and traumatic experience of our lives. We had carefully saved enough money to cover eight months of rent while building so we wouldn’t be paying rent and a mortgage at the same time. Those savings were completely wiped out while we were trapped in pre construction delays and disputes. The stress during this phase was so severe that I ended up hospitalised. If you are considering building with Masterton, go in with extreme caution. Despite having agreements in writing, Masterton repeatedly refused to honour them. We received variations that were either unnecessary, incorrect, or contradicted what we had already agreed to. We were told our site contained rock and were pressured into adding a provisional allowance for rock removal. Our developer’s site classification report showed otherwise. When we personally attended the Warwick Farm office and showed both reports to the manager, he confirmed our developer’s report was correct. Shortly after, we were told Masterton would not warrant our slab unless my husband cut the block to a different level than the agreed level—something we already had approval for in writing prior to contract signing. We were then forced to sign a $5,000 variation for spoil removal, or our build would not progress. At that point, our savings were already gone, so we had no choice. At the end of the build, we were hit with an additional $3,500 spoil removal charge, again contradicting our written agreement. Masterton refused to hand over the keys until we paid. They were fully aware we had already given notice on our rental and had no alternative accommodation. We later submitted a formal complaint to their legal department. As expected, responses took weeks, required multiple follow ups, and ultimately ended with them refusing a refund—despite acknowledging the written agreement. Errors and unauthorised changes were a constant issue. After a minor plan change, Masterton’s draftsperson altered our alfresco doors without permission, changing two large four panel doors to smaller three panel doors that opened incorrectly. We only caught this because we requested a window quote while questioning BASIX costs. This occurred despite us requesting written confirmation that no other plan changes had been made. Communication was appalling. When emails and calls were ignored, we were forced to repeatedly attend the Warwick Farm office in person just to get answers. My husband and I each lost over a week’s wages taking time off work to chase issues that should never have existed. Immediately after signing the contract, we received a $7,000 post contract variation for extra slab plumbing—for a slab type that wasn’t even in our plans. Questioning this saved us $7,000. BASIX and NatHERS were another nightmare. Before signing, we were told BASIX would cost around $5,000. Our first variation came back at $28,000. After demanding copies of the reports, we identified multiple errors that saved us nearly $9,000, including missing our 10.3kW solar system, incorrect flooring, and an unnecessary $3,800 hot water system upgrade. We later discovered Masterton uses Fry’s Energywise for BASIX and NatHERS reports. Over seven separate NatHERS reports, it became clear that expensive materials were repeatedly specified instead of using the software properly to achieve compliance at lower cost. Given Masterton’s margin on 7 star materials, there was no incentive to minimise costs for the client. Final advice: Question every single variation charge no matter how small. Request copies of you Basix and Nather’s reports and check they have used all the correct materials and request the window and door glass quotes to ensure you’re getting what you’re paying for. Request the site classification reports and check every plan revision line by line and never assume written agreements will be honoured. Building with Masterton cost us financially, emotionally, and physically. We would never choose them again. Everything outlined above relates solely to the pre construction period. I may wait another six months before writing a review of the build process itself. We are still waiting for our 90 day maintenance defects to be rectified, so the outcome remains to be seen.

We recently built our home with Masterton and had a good experience. The build was completed on time. Communication was consistent throughout, with the supervisor and customer service team providing regular updates on progress. They explained each stage clearly and responded to our questions without delay. We received helpful support during the colour selection process, which made decisions easier and ensured everything came together well. The finishes are of good quality, and the workmanship is solid. Branded, quality products were used throughout, and there was no substitution with cheaper items. Overall, we now have a well-built, sturdy home that meets our expectations.

**April 2026 Update – Rating now 1★ (Formal Complaint Lodged with Building Commissioner)** At this stage, with unresolved defects and ongoing obstruction during the warranty period, my rating is now **1★**. The build itself was acceptable at handover. The **aftercare and warranty management is the failure point**. * Expect resistance * Expect delays * Expect to escalate externally to get action Following my September 2025 review, there was *some* movement from Masterton after threat of escalation to the Building Commissioner. However, due to management turnover, the current warranty approach has become obstructive, inconsistent, and frankly unacceptable—particularly as we approach the end of the 2-year statutory warranty period. I have now lodged a formal complaint with the NSW Building Commissioner. 1. Water Damage Caused by Masterton Contractor (Major Issue) A Masterton plumber replaced a faulty toilet under warranty. Due to incorrect installation of the cistern, a concealed leak developed and resulted in **significant water ingress into the room below**, causing: * Saturation of the gyprock ceiling (water dripping from multiple نقاط and flowing down walls) * Likely contamination of ceiling insulation * Mould growth now visible through the ceiling lining * Damage to carpets, skirtings, and electrical fittings Two separate Masterton contractors **verbally confirmed full ceiling replacement is required**, yet: * Masterton refuses to provide their own internal inspection reports * The Warranty Supervisor is unilaterally limiting the scope of works * Remediation has been superficial only (drying, no proper replacement or mould treatment) * Carpets were not uplifted, underlay not replaced, and no proper remediation undertaken This is **not compliant with standard building or moisture remediation practice**, nor with what their own contractors advised on-site. 2. Carpets – Poor Quality & No Warranty Follow-Up The “Ultimate Range” carpets are clearly low-grade polypropylene and have deteriorated prematurely. * Initial complaint raised ~18 months ago * No resolution or meaningful follow-up * Now being redirected to manufacturer despite being a supplied product Advice: **Do not rely on Masterton’s supplier recommendations or representations at colour selection.** 3. Wardrobes – Structural Failure Two wardrobe rails and shelving systems have **completely collapsed**. This is not wear and tear—this is installation or design failure. 4. Shower Screens – Design / Specification Issue Masterton promotes upgraded 2.2m shower screens but **does not advise orr give the option for the need for thicker glass (9–10mm)**. They believe that a 6mm bow in the glass is acceptable even if it prevents the shower door from closing properly Result: * Panels flex and bow * Doors impact return panels during use This is a foreseeable design issue that should have been disclosed at selection stage. 5. Warranty Conduct – Core Concern The most concerning issue is not the defects themselves, but how they are being handled: * Refusal to provide inspection reports * Ignoring or selectively responding to correspondence * Verbal confirmations later contradicted by management * Previously agreed cost reimbursements now denied * Scope of works being arbitrarily reduced This is a **pattern of behaviour**, not an isolated issue. --- ### September 2025 Context (For Reference) After escalation to the Building Commissioner in 2025, Masterton addressed some issues including: * External floodlight installation defects * Meter box compliance issues However, even at that stage: * Record keeping was inaccurate * Work completion was incorrectly reported * Follow-up was poor * Defects required escalation to be acknowledged _____________________________________________________ Sept 2025 Charles @Masterton : Headed to the Building Commissioner to get all 8 of my External Floodlights set at the correct level, to get my Meter Boxes Covers Changed so that they comply with the IP rating requirements, and to sort out any other maintenance items. My Rating has fallen from a 5 to a 4 star as The After-Care is equivalent to a 2-star rating for the followup from the 90 Day Team. This is >1 year from handover and 90 day team not completed their work! 1) Masterton refuse to provide their list of work items that need to be done (so you best have a good memory and take detailed notes, and confirm the same by email) 2) They will ignore your email but you then have a record for the Building Commissioner Complaints (my next destination) 3) They do not follow-up to ensure workmen turn-up and have completed the promised works. eg The co-ordinator told me her records had the electrical remediation work noted as completed in Jan 2025 which was the reason she ignored my follow-up email of March 2025 asking what was happening after the electricians had attended in Feb 2025 (time warp in Masterton record-keeping). 4) Electrical Color Appointment at Pre-Construction, be wary: The admin person has no idea about what she is saying. (a) Sensor Floodlights supplied cannot also activate another floodlight (b) Height of External Lights - you MUST be specific or your will be annoyed (as I am). On a sloping site with split levels Masterton will install your floodlights at random heights (although the contract say "EXTERNAL LIGHT POINTS AT STANDARD HEIGHT". They do NOT actually have any standard heights it could be from 1.5m above floor. (c) You need to ask for and pay for the actual powerpoints for your rangehoods- otherwise its a powercord hidden behind cabinetry. 5) Complaint in Installation of External Floodlights: In my case with a split level home 4 out of the 6 external floodlights are at random heights vs the ground level ( 3 of which are at a height were safework would require scaffolds to get them replaced) . The most annoying is the external laundry lights which are at about 1.6m above the floor level and the problem according to Masterton is that my external laundry "steps are too high", followed by multiple other irrational statements. Lights just need to be at the same height as the 2.4m door frame. All this despite their Electrician King& Lewis admitting at their site visit that this is an issue, and awaiting Masterton go ahead. 4) Build Quality Issue - External Meter boxes are supposed to weather-proof IP rated - so should close properly. Mine are have dented lids and are flapping open in the mild wind. Masterton supervisor says that "the trades have executed all works as per your contract, this is not a building fault or defect and therefore no further action can be taken by Masterton on this matter". All this despite their Electrician King& Lewis admitting at their site visit that this is an issue, and awaiting Masterton go ahead. 5) Material Quality Issue: The carpets provided with the Ultimate Range - defective . Look completely worn down after 1year. During the color consult was told did not need to upgrade them because were quality carpets, now being told that these are the cheapest carpets possible and it would be up to the manufacturer to sort out the Warranty Claim 6) Material Quality Issue : The Shower Screens - upgrade the glass if you can. Was not given that option and really regret this. The thin glass panels vibrate when you open/close the shower screen door so that glass winds up slamming. Waiting on the non-90 day maintenance team to sort out issue 7) Material Quality Issue: Gainsborough Privacy Locks - complete rubbish. Masterton has been back 3 times to fix them. Is also an issue with how Masterton trains its people on how to fix these locks. The screws for the spindles on most of mine were either loose or missing - so the handles kept drooping. @Masterton : Headed to the Building Commissioner to get all 8 of my External Floodlights set at the correct level, to get my Meter Boxes Covers Changed so that they comply with the IP rating requirements, and to sort out any other maintenance items. My Rating has fallen from a 5 to a 4 star as The After-Care is equivalent to a 2-star rating for the followup from the 90 Day Team. This is >1 year from handover and 90 day team not completed their work!

Thank you and kudos to the team at Masterton. Our home was a knock-down rebuild and after looking at numerous home builders, we found Masterton and David from Box Hill who presented a plan that was perfect to our need. Team was really helpful in alter the plans and run though the proceed to get thing rolling. Masterton was really detailed in pre-construction phase although the process deadlines was sometimes a bit stressful, only issue we experience during pre-construction phase was Masterton not communicating well about our obligation to deal with the no parking sign in front of our house and cause delay in our build. Once the build started we were quite happy with the progress considering the weather condition. We went though numerous site supervisor and would like to thank Gary, Mark and Angelo for the great communication during each stage of the build. Also like to thank our co-ordinators Shaylee and Angela for answering all our questions very promptly. We have yet to move in but very pleased and satisfied with the outcome. Thank you Masterton!

Thank Justin and Janie for all your help in create the dream home for us. Words can not describe how grateful we are as you guys making our journey a lot easier and less stressful. Thank you Kevin and Anh

We built a custom evolve home through Masterton, and while the pre-construction process left a lot to be desired, the minute we entered construction with [Name Removed] & [Name Removed] everything moved faster and to a significantly higher quality. Throughout the build both [Name Removed] & [Name Removed] kept consistent, open communications and took the time to consult with us on construction decisions that would impact aesthetic details and functionality of the home. Given the build was custom, it was great to have [Name Removed] onsite throughout the process ensuring our vision could come to life, and the quality of the finished product was extremely high. Equally, at the end of construction [Name Removed] & [Name Removed] facilitated an expedited hand over process streamlining the financial administration and getting keys in our hand quickly.

Seamless journey with Masterton homes, very quick reliable and professional service and build. Quality of the work was excellent and contact with the builder was effortless. Very professional job efficiently executed

I cannot speak highly enough of my experience with Masterton Homes, and that is almost entirely thanks to the incredible Nadine Berlinger. From our very first meeting, Nadine was my number one contact and the ultimate helper. She is an absolute hard worker who is so easy to talk to; she made what is usually a stressful process feel effortless. Nadine was always on the ball, getting things done without any issues or problems. She handled everything seamlessly, and I truly believe that without her, things would have been so difficult to get done. She went above and beyond to make my life easier, handling every hurdle with a smile and total professionalism. I am so happy with my Masterton home. If you are lucky enough to work with Nadine, you know you are in the best hands. Thank you, Nadine!