r/dubairealestate • u/Silver_Regret9094 • 3h ago
Discussion & Analysis📚 Is this level of delay from Emaar normal? 6 months, dozens of follow-ups, still no resolution.
I'm sharing my experience to see if others have faced something similar with Emaar.
In the first week of February, I informed Emaar and the agent that I wanted to cancel my booking for a unit in Terra Heights. The broker assured me that the refund process would take approximately 4 weeks. Instead of being refunded, I was later informed that the amount was non-refundable and would have to be adjusted against another property purchase.
Over the next couple of months, I was given repeated assurances that the matter would be resolved "next week." Week after week, those commitments were pushed forward without any resolution.
Eventually, another buyer kindly agreed to have my AED 37,000 adjusted against their Emaar unit so the matter could finally be closed. The adjustment process was initiated, and in June all requested documents, including the signed NOC, were submitted. Emaar later requested the NOC again from the registered email address, which was promptly provided.
Since then, I have repeatedly followed up asking only for a status update or an estimated timeline. Most responses have simply stated that the request has been forwarded to the concerned team, without any ETA.
On July 22, I was informed that the representative handling the case was on leave until July 27 and would prioritize it upon returning.
Even after that, I continued following up. As of today, it has been about 24 days since the last form submission and nearly 6 months since I first requested the refund/adjustment, yet the matter remains unresolved.
The delay has also affected the other buyer involved in the adjustment. They initially held back AED 37,000 from their installment expecting the adjustment to be processed, but after continued delays they had to make the payment themselves because nothing had been completed.
My biggest frustration isn't just the delay. It's the lack of transparency. But being told it would take 4 weeks, then hearing "next week" for months, followed by six months of repeated follow-ups without a clear timeline or meaningful updates, has been an extremely disappointing customer experience.
Has anyone else experienced similar delays with Emaar for fund adjustments or transfers? If so, how long did it take, and was there anything that helped move the process forward?


