Complaints

This profile includes complaints for CastleStone Homes, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CastleStone Homes, LLC

  328 Hunters Run Dr Bel Air, MD 21015-8946

• 

  CastleStone Homes, LLC

  Rockville, MD 20850-6013

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/15/24 I entered into an agreement with company to renovate my kitchen. I gave him $16,000 to get started. On 11/26 no work has been performed. There have been missteps - repeated visits to take measurements that end up being wrong when a drawing of the kitchen would come back. This occurred multiple times. We could not order a thing until the plan was right. Still don't have a correct plan. Also the contractor could not nail down a schedule and did not alert me to plans he was traveling at what would have been a critical time for the project. Contractor was urging me to order the cabinets that would have arrived to our small apt while he was traveling - without any concern about the impact of said cabinets in our small apt. I believe his eye was on the next big payment that woukd have been due upon cabinet delivery. I am willing to pay contractor something for his time - but I am seeking return of at least 11 or ******. I have a text trail and email trail that substantiates my claims.

  Business Response

  Date: 12/09/2024

  Dear *** *****, 

  Thank you for bringing this matter to our attention. At CastleStone Homes, we take every concern seriously and strive to provide the highest level of service. However, after reviewing our records, we have no file or documentation indicating that we have entered into an agreement or performed any work for you. It is possible that there may have been a misunderstanding or a mix-up with another company.

  We would be happy to help resolve this issue and assist in clarifying any confusion. To move forward, could you kindly provide us with the following information:

  - A copy of the signed contract you referenced.

  - The name and contact information of the person you believe you were working with at our company.

  I have also attempted to contact you via phone and left a voicemail to discuss this matter further. Please feel free to call us back at your earliest convenience so that we can better understand the situation and assist you.
  Thank you for your cooperation, and we look forward to resolving this matter promptly.

  Sincerely,

  ******** Critzos 

  CastleStone Homes

  ************** - Cell 

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/1/2023 my property sustained damage from a storm and we filed a claim with our insurance company, ******* ******. We went with their trusted contractor for damage assessment and repairs: Castle Stone Homes.
  When the approved scope was provided to us, we reviewed it with Nick over the phone and expressed our concerns that items were missing and the fence was scoped wrong. It was the wrong type and size fence, had missing parts, etc. Nick assured us that he would get a supplement submitted to correct the errors immediately. Nick then had a death in the family and did not communicate with us for 3 months. At this point we reached out to both LM with requests to have a new contractor assigned and to have the scope corrected.
  At that point Chelsea D****** was assigned to our case as the new representative from CSH and all parties agreed the scope would be fixed by CSH immediately. This was approximately late August. We started getting pressure to sign contracts for the incorrect scope and reiterated that we would not be signing incorrect legal documents for $60-100k.
  Castlestone sent a fence sub contractor to our house to provide a better assessment the first week of December, after a month of follow up the only feedback we could get was that the scope approved was not sufficient for the work that needed to be done.
  In November with snow impending we agreed to sign the contracts, under pressure that we had a hole in our roof that we could not wait any longer to repair. Work finally began on 1/2/24.
  Meanwhile we were still requesting the corrected scope without any progress. CSH also was unprofessional on site: no shows on days we coordinated to be home for their access, leaving our property in dangerous condition for our kids and pets, not having the correct materials, and more.
  Our requested resolution from CSH is to repair all damage to the shed and house (no fence). They are providing some pushback on items that they never included in the scope. 

  Business Response

  Date: 02/29/2024

  To whom it may concern, 

  We have gone above and beyond all expectations regarding this job. The fact that this homeowner has filed a complaint is absurd and hurtful. 

  Mr. & Mrs. ****** filed a home insurance claim for hail damage from ******* ******. ******* ****** hired a third party, *********, to handle and manage. As a preferred contractor with *********, we went out to initially assess all the damage. After our inspection and report, ********* then wrote the estimate to get all the work done which ******* ****** agreed to. For CastleStone to move forward with the work, we generally collect the $1000 deductible and sign an agreement. Mr. & Mrs. ****** would not agree to sign or pay the deposit until the estimate was 100% correct prior to moving forward. Generally speaking, the majority of the missing items are added at a later date referred to as the supplement which is a common practice that is done on every insurance job we do. Had this not been the case, work would have started a week after they received the estimate back. Production was delayed because of the back and forth trying to get additional items approved. 

  There was a lot of back and forth on our part prior to them even signing a contract which at one point we simply said we need to have an agreement before we continue because we have been putting in a lot of time and energy with out a commitment. 

  There is a significant amount of details that I will not be able to cover in the remainder of this response since it is times so I will highlight the key things. 

  This homeowner has been very difficult to deal with complaining every step of the way swearing to Chelsea leaving her in tears after calls. 

  We have done and are doing everything that was approved on the estimate and have been in close communication with both ******* ****** and *********. I would strongly recommend reaching out to both parties to learn more about this experience as a whole. 

  We agreed to install stone siding in addition to the approved insurance estimate on a separate contract. Because of the nature of our relationship and how we have been treated, we have since cancelled the contract informing them we are no longer interested in moving forward with the stone. As a very kind gesture one that was not warranted at all, we gave them almost $4000 of stone siding for them to have someone else install as we are not interested. 

  Our crew is out on site and Mrs. ****** is constantly telling them to do all this additional work that was not approved by insurance confusing everyone. 

  There is a lot of back and forth with what is on the estimate and what is missing. ******* ****** is only approving to replace items damaged from the storm. The homeowners has been going back and forth delaying production trying to get additional items added because they are old and worn despite the fact they weren't damaged including additional sides of siding on the house and on the shed. Trying to get the doors replaced because they are warped. Telling us that if can realign the doors properly, we have to replace them which is clearly not the case. 

  There are a lot of moving parts to this and to get the full story. 

   

  Customer Answer

  Date: 03/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. A refund (promised a month ago) in the amount of $1,663.00 has still not been received. This was the deposit for the stone siding. An immediate refund was the only option offered, and we accepted. 

  2. All work has not been completed on house and shed. 

  Once the above are complete, I will accept response/resolution and close the case. There has been significant progress since we filed this claim, so we are hopeful this will be 100% complete in the very near future. We appreciate the BBB's help is expediting this work, along with the new cooperation of CastleStone Homes, *********, and ******* ******. 

  Please note that both ******* ****** and ********* also have BBB cases open, as we understand it will take the continued cooperation of all 3 parties to close out this case. There is also a joint case open with the Maryland Attorney General. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 03/04/2024

  Hello! 

  All the remaining work has been scheduled for completion for two weeks now. Materials had to be ordered and delivered prior to us completing the work which took two weeks, and both Mr. & Mrs. ****** were aware of this. We were simply waiting on the materials before we could move forward. The filing of this complaint has not sped up the process as there were no changes from a production standpoint. We have been working with ********* and ******* ****** and have all been eager to wrap this job up as fast as possible.

  The materials needed to finish the job arrived as scheduled and the job has now been 100% completed from our end. Mrs. ****** has been telling our crew to complete several unapproved items that were not on the estimate or our contract constantly confusing the crew trying to get additional work done at no cost. As a result, she had our crew replace the siding on the front side of the shed which was not on our contract and was not approved by insurance since there was no storm damage to it. Despite hearing from myself, *********, and ******* ****** that it was not damaged and will not be added to the scope of work, she took it upon herself to convince our crew to replace the siding. And still, we refunded the deposit check for the stone siding for full amount. The check has been mailed off and should be received shortly. 

  If there are any questions or additional information needed regarding this job, please do not hesitate to contact me directly. We have done and continue to do absolutely everything we can to make everyone happy and to move on and close out the job. 

  Thanks! 

  CastleStone Homes 

   

  Customer Answer

  Date: 03/08/2024

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  1. Deposit refund has not been received
  
  
  2. Shed repairs not complete. Pictures are attached. 
  
  
  -windows are still broken and have not been started
  
  
  -drip edge at top of shed was not replaced
  
  
  -shutters, door trim, and doors are now 3 very different colors of green, rather than all matching as before the damage. Color needs to be corrected. 

   

  -left door trim was not replaced
  
  
  Sincerely,
  
  
  ******* ******