" BEWARE! DO NOT TRUST!! LOST $10,000

I was presented a TV & $10,000 offer to sign up with Burbank before end of February 2016. But when I tried to redeem the offer, they wouldn't honour it, couldn't give me a straight answer why and gave me 4 different excuses. The sales rep (Officer) won't even return my calls or emails. I guess he's already got his bonus! I took the matter to Head office (VIC) and they are no better. They say they offered $4k instead. Why would I give up $10k to only get $4k!

My home order writes in I have the TV offer and the flier clearly shows the TV offer also includes $10,000 if I deposit before end of February 2016. When I queried with the sales rep why the $10k wasn’t explicitly written in, he said he’s included the TV offer and the $10k applies when I complete my colour selection. I took this on face value because he had written in the offer in the home order.

Now Burbank won't honour it because the $10,000 isn't explicitly written in although it's part of the TV offer. They say if I didn’t understand the paperwork, I shouldn’t have signed with them. I signed based on what the sales rep told me! It's against consumer law to mislead and lie to a customer when they are relying on the expertise of the sales person for that information. Head office say they never misled me!! It baffles me.

That aside, another rep (Dandenong) keeps providing wrong information and no-one wants to take ownership for their mistakes. Beside the blunder with the offer, an amount of $1,800 was included in my contract price even though the rep said I wouldn't be charged and when I ask for it to be removed, they claim they can't until later on and will write a variation. I asked this rep to include a couple of changes to my colour selection since they already need to write up a variation for the $1,800 and they have the audacity to say it's going to cost me ANOTHER $1,000. I know it’s in the contract that additional changes after signing the contract will cost this but considering all their errors, I would expect some kind of goodwill.

I’m currently waiting on the Domestic Building Dispute Resolution Victoria (DBDRV) to help conciliate my dispute with the $10k but they've got such a huge backlog. I’ve tried so many times to sort it out directly with Burbank but they are so uncooperative.
I have no choice but to continue with Burbank but I will not recommend them to anyone and will never deal with them again."