Tamweel Finance PJSC has consistently shown absolutely atrocious service. To begin with, I had purchased a property at International City in the Greece sector as I was assured by the sales agent (from Tamweel’s Sheikh Zayed Road branch) that it would be delivered in December 2006.
Later, at the time of signing the agreement, I was notified that the delivery date was actually December 2007. I cannot understand what kind of company provides such false data to its customers. Then after speaking to the Business Development Manager in September 2006, I was able to transfer the property to another one in the Morocco sector only after paying a transfer fee of AED 2000. I had specifically requested a house with a balcony and as such have the documents that support this request. The Business Development Manager offered me several options which I had to turn down due to a lack of a balcony. Finally he gave me a unit which was supposed to have a balcony and also gave me a copy of the floor plans with the unit marked on it.
So the papers were drawn up, the transfer fee was paid, and when it was time to sign the papers, I realized that the second applicant’s name was missing. So I requested Tamweel to rectify the mistake and send me the papers once again. This time, they sent me the papers for the old property. It is beyond comprehension how a company as big as Tamweel continues to provide such pathetic service. Finally after nearly eight months the correct papers were offered to sign but were sent to my previous address. I had earlier sent them a letter regarding the change of my address which was most obviously not updated.
But the trauma hasn’t ended yet. I visited the building site yesterday to see the purchased unit. And guess what, the unit doesn’t have a balcony. Now I would like to know what the hell is going on? I had specifically requested an apartment with a balcony. I was assured that the one offered to me had a balcony and was given the floor plan that indicates a balcony as well. So this is really the most stupid thing ever!
So far I have been terribly patient with Tamweel, but I don’t think they have taken me seriously. I feel that Tamweel takes this as a big joke and I feel cheated, so I am now ready to take legal action. I shudder to think of the other buyers who have also fallen into a fate similar to mine. You cannot imagine the anxiety that I have been put through in the past months. It’s like buying a car; you see it in the brochure and when it is finally delivered, you realize that it has no wheels!! And this is just like that. Tamweel has been consistently falling behind expectations and I think its time that the public knew about it. I’m sure that if we all get together, we can take civil action against companies that lie and cheat to their customers.

Unfortunately Dubai has many examples where the finished product has very little resemblance to what was on the table when the contract was signed.
With no concrete consumer laws and ethics lacking in advertising you can find your self being mis leaded by a glossy sales brochure at the presentation and sales / contract signing.

All the major players have been guilty, however Nakheel's name seems to pop up more than others. As I have mentioned before they dropped the ball big time with I.C. and it is hard to understand how they are going to get their act together for the huge Water Front project when the evidence is in front of us now with a affordable project that they have not delivered as promised.

Banks have not faired well either. There are many stories from Investors who have purchased property in Dubai and been given the run around. Tamweel’s name seems to pop up more than others.

Based on past performance I would not deal with Nakheel and Tamweel again. How many more customers have they lost because of similar circumstances, more importantly when will they realize that future business depends on past performance and that this oversight is costing them large amounts of money?

Hey,
Thanks for your prompt response. You have no idea how annoying and increasingly frustrating dealing with Tamweel has been. As other members of this site have said, calling up, making appointments, etc. doesn't seem to have the required effect. Worst of all is the appalling customer service that is totally uncoordinated, where no one takes responsibility for anything. I just wanted some advice if I were to take legal action. Would it help to approach the Land Department? Or the Dubai Municipality? The consumer courts here are of little or no help either. Though I wonder how many people have tried to get through all the red tape and if they have been successful.
I'm pretty annoyed about the whole deal. I mean, if I were to rent out the property it wouldn't have mattered, but since I am considering actually living there, it doesn't make sense to compromise. Especially after having to pay a transfer fee for nothing!

Helps if you can deal directly with Nakheel and Tamweel rather than taking your problem to a Lawyer or The Lands Department

Take both of them to task again and get an appointment to see some one with authority to make decisions,Insist until you do. May be you can reach a compromise? I agree it is frustrating trying to speak with some one who will not make a decision . Unfortunately it is a well know trait of Dubai!

The Dubai Department of Lands has been tasked with cleaning up the Real Estate Industry in whole. A huge monumental task. This would be my next port of call.

I'm planning on visiting the Tamweel office tomorrow to see what can be done. I've also received a letter from Tamweel regarding the handover, which will be done only after paying the maintenance fees, administration fees and transfer fees which amount to 17,900 Dirhams. What is this transfer fee for? I had already paid a transfer fee earlier? Also any idea why the annual maintenance is so high? They've mentioned it as 10.55 Dhs. per sq.ft. Kinda high isn't it?
They are just a moneymaking company! Will let you know what the outcome is tomorrow!! Hope it goes well!

Ok that's it! I've had it with Tamweel. Apparently after my visit there today, I've discovered that they really don't want to do anything about it. Their excuse is that the floor plans are only indicative and that I would have to contact Nakheel regarding this matter. How potty! They keep passing on the blame to someone else. I can't figure out how they have the audacity to sell something they don't a clue about! it's ridiculous the way this market works!

Do not waist your time going to Nakheel. I have lost two balconies...and i gave up at the end as Nakheel makes it clear in the contract that they reserve the right to change things along the way and you can not challenge that. I am not goint to tell you more than this as I already put this behind me and discussed one year ago in forums, but read again your contract and you will notice that practically speaking as a buyer you have no right...

One consolation though, some of the balconies I have been told are very small and there are those which are built inside and reduce the inside space.

As Wayneis has pointed out there are no real laws that protect the consumer or purchaser. I just got back from Dubai after getting the keys to my apartment in JBR. It looks nothing like the brochure or even the video they gave me when I paid my deposit. All developers need to stop using the word "luxury" in their promotions because my fittings are so bad, that I will have to spend a few thousand pounds replacing the electrical fittings, sanitaryware, bathroom tiling, and maybe the cheap kitchen. I raised this with JBR and they siad that these were the standard fittings they put in all their luxury apartments except for the penthouses and villas. I spoke to another owner who had just gotten his apartment and he was as annoyed as I was. Whilst furnishing it, I found no one gives you any kind of warranty for beds, sofas, furniture etc. I was even blantantly lied to by shop assistants who told me a bed was made of solid wood and had a three year warranty and it turned out to be made of MDF and had no warranty. Suffice to say, I ended up buying Silentnight beds from Debenhams with a five year warranty but paying considerably more for lacklustre divans and not huge trendy ones.

As for my IC stuff, we managed to got to see a similar apartment in Persia as Nahkeel would not let us see our ones in Spain, and the balcony does not add much to the benefit of the apartment. It is built into the lounge and therefore reduces the internal size by around a metre. We have purchased a number with balconies. It is pot luck to see how many do actually have them.

I think what I'm trying to say Beta is that we are learning the hard way that no one cares to tell you the truth in Dubai. They tell you what you want to hear and what gets them the sale. After that, your of no more interest to them. We could always pay the cancellation fee and walk away, but they win either way and they know the majority of us will put up with all the crap they dish out because we want our investments to do well.

Have heart, your not the only one that gets treated like this. Maybe, a class action will emerge but in a non democratic Sheikdom, and with such deep rooted indifference especially amongst the Emratis, (I've been going to Dubai since 2000, and this trip was the first time a local spoke to me in a normal manner) dont count on it achieving much. My only advice is not to trust anyone unless they put it in writing and leave out any get out clauses.

Disappointing to read after all this time Nahkeel still having problems delivering what they promised.

Much Property Development being sold is now targeting Investors from the UK. A suggestion would be to involve the UK Consumer Law Authorities, whilst they do not have any authority in Dubai they do have a Duty of Care. Publicity will eventually change the way of thinking here. Involve CH4 and Sky. Investors from the UK continue to make the basic mistake of not involving a Lawyer that specializes in Dubai Property and not purchasing property directly from the Developer.

From an investors point the shortage of accommodation will continue. Read this recent gulf news article which discusses DEWA and the problem it has keeping up with all the new projects.

Hi Beta,

I have been reading your mail regularly and I have an idea what you are going through. I am also on the same boat. Like you I got my flat in England IC financed through Tamweel.At the time of booking they also showed me the plan which shows the balcony. But later whn I visited the site there is no balcony.I also felt annoyed and cheated.But later when I saw few flats with the balconies I realize having the balconies makes the inside space worse because in most of the cases the balconies are not bulging out but taken from the inside space.
I am also planning to live there along with my family.And I dont have any regrets that It doesn't have a balcony. I understand that balconies are very important but not in case of IC where it spoils the inside space.I am an Architect and believe me you should not be sad for not having a balcony in your flat in IC.Even If you wish to have a balcony put a dry partition wall in front of the main wall with the glass windows & a door.This partition wall will be 4" thick and would cost you not more than 3000Dhs.

Regards,

Vishal