ComplaintsforCastlerock Communities L.P.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife and I purchased a home from Castlerock and closed on the property on March 22nd of last year. They did include some estimated taxes in the closing but not near enough for what I'm being billed from the county. Our tax bill for 2023 was $679.27. Now, I'm a 100% disabled veteran and have that exemption applied to my property, and pay $0 in property taxes. We confirmed with the tax office that the time frame for that bill was from 01/01/23 to 03/21/23 during the time that Castlerock owned the property. I started contacting my local Castlerock rep in June to look into this. After sending multiple emails over the span of 6+ months, I finally received a response from Kim **** at their corporate office the day prior to the tax due date, who related that they had paid their portion and weren't responsible for that bill. So now it is late with a fee attached, $726.81, and we're getting the run around from Castlerock.

  Business response

  02/01/2024

  CastleRock is responsible for our share of prorated taxes.  Since values are not posted by the taxing authorities at initial closing, we pay on current value and then pay our share once values are posted.  

  We will follow up on why there is a discrepancy in this case.  Clients are responsible for making their tax payments timely and any late fees are not CastleRock's responsibility. 

   

  Customer response

  02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I appreciate their timely response but I reject on the basis that they relate the late fee's are my responsibility due to the fact that I have been engaging Castlerock on this matter since June and did not get a response until the final due date of Jan 31st. I would have happily paid the portion that they credited during closing. But I'm not happy that I was ignored for 6+ months regarding this. I have emailed my local rep and stopped by the local office multiple times to get an answer. Not getting one until the final due date and then tell me that it is not their responsibility is unacceptable.
   
  

  Business response

  02/02/2024

  We have agreed to pay the full amount due. That will be processed next week. Unfortunately, the information did not get to our corporate office until January and even then our staff determined that we had paid our correct amount of taxes. They did not comprehend the tax deduction due to your military status. We apologize for this oversight. 

  Customer response

  02/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  Thank you!
   
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wife and I walked into a Castle Rock Communities builder office back in the August/September time frame. Was told build time was 5-7 months. We knew we needed to sale our current home, so thought in that time frame it could be done. Paid earnest money to be told at construction meeting build time was now like 2.5 months. Then when it came time for other construction meetings, Sherry, the sale rep we worked with became rude. Stating they make the schedules, not the customers, and informed us that if we do not make the meeting for pre dry wall, we would take where our options were put regardless if we paid for them or not. Not a customer oriented company by any means. See attached emails. My wife and I asked for less than a 24 hour reschedule, to which we were told no be there or accept the consequences.

  Business response

  12/11/2023

  It is always unfortunate for both buyer and seller when a transaction fails to complete. 

  Client entered into a written contract for purchase. It lays out the conditions for both seller and buyer. 

  The buyer had a realtor on the transaction.  All parties were communicated with throughout the process.

  The buyer had the option to list their current home at any time and in fact, did not write the current contract "contingent" upon selling their current home. 

  The contract specifically addresses completion times and the need to have a game plan should the home be built faster or slower than current average experience. 

  The client (and or) their realtor delayed listing their current home. They were provided adequate notice of the progress of the new home, and when they were unable to close, they requested a 3-4 month extension.

  The builder cannot sit on a completed home for 4 months waiting on a client to be (potentially) ready to close.

  CastleRock has honored our contract and expect the clients to do the same. Loss of earnest money and option deposits are the written liquidated damages the buyer agreed to in the event they breached the contract. 

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The company states in their follow up that we asked for a 3-4 month extension, this was not the case. If they can provide that in writing that we asked for that, I will close this complaint. We never asked for an extension. I have provided my documentation in how they treated us, not being willing to adjust meetings to work with our schedules. 

  Obviously had we known that the build time was 3 months, we would not have went under contract knowing we still had to sale our current home. Their sales rep Sherry told us, and wish I had gotten this in writing at the time but lesson learned, build time was 5-7 months. This was told to us sometime in August. We went under contract, had to get our current home ready, and put it on the market as soon as we could. We thought we had more time, but this baiting us into the contract stressed us out and just added more anxiety to an already stressful process. 

  When we realized our current home was not going to sale in time, we cancelled the contract and signed per our part. Now per theirs, we should be owed this money back to us that we were baited into paying by being told by a sales rep the build times were no where near what they were actually. 

  I can provide our contract to BBB directly if necessary. 

  Overall this company is just taking money from people by having their sales reps lie, getting people under contract, then hitting them with build times that were no where near what was told to them. 

  Regards,
  
  
   

  
  

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  SUBJECT: Suspected Multiple Forms of Discrimination Parties involved in this complaint: CastleRock Homes: a) Greg *****. President. b) Lance ******. EVP. c) Kirk **************. VP. d) Ramon ******* - Sales Consultant Lenders: ***** ******* ******* (Builder’s preferred lender), *** ******* ********, and *** **** Loans (Lenders). To whom it may concern, I am Darrell *******, Purchaser. It is my belief that I am the victim of, possibly multiple forms of discrimination, prejudice, false accusations, insulting comments, mistakes, incompetence, and misrepresentation by the above entities and Mr. *******. I have advised the above owners of CastleRock, except Mr. ************** - VP. Also my Sales Consultant made subtle but insulting comments regarding my intelligence, and made a completely untrue statement that he claimed to have said to me; which he did not. I am a 63 year old, retired black man, on a fixed income (Annuity & Social Security Benefits). After being pre approved for a home loan in March 2023, about 8 days before my closing date, Friday, 10-21-2023, my lender said they could not close me for the amount they pre approved me for. My FICO Score increased during this process to 847, I reduced my debt, and I cashed in Supplemental Insurance policies and my retirement investments to make sure I had the amount to bring to closing. When I asked my Sales Consultant for more time to secure another lender, he gave me until Monday, 10-23-2023. Mr. ******* was uncompromising even after several errors they made during this process that increased the cost of the house and multiple lot changes. A few days later I requested a full refund of my $3500. Earnest money and my $877. deposit for upgrades; I was denied. I sent a detailed letter to the owners after I saw a July 2023 complaint letter on the Better Business Bureau website regarding the same, and CastleRock responded by saying they would receive their refund. I also sent this letter to HUD Fair Housing complaints

  Business response

  11/16/2023

  The client applied to T* ******* ******* PRIOR to writing a contract for the home purchase and did not qualify. Ramon did not write the contract due to this fact. The client then went to another mortgage company and got a "pre-qualification" letter.

  The client came back on Ramon's day off and presented the pre-qualification letter to a different sales consultant (megan) who proceeded to write the contract as requested by the client.

  The client is 100% responsible for their own loan. We are not a lender and do not own a lender. We sell homes and rely on the client and his lender's representations of loanability. 

  When the home was complete and ready to close, the client was unable to secure the loan he and his lender represented to the seller (builder) was valid and attainable. 

  The contract was terminated as a result of the client's breach.  The client simply needs to provide a denial letter from his lender to be eligible for a refund of his earnest money (3500). Option deposits are always non refundable as stated in writing multiple times in the written contract signed by the buyer.  CastleRock sold the client a home, we built the home at our expense, and when presented with a closing date, the client could not close. How is this Discriminatory?  

  We agree that it appears Mr. Lewis eligible for a full earnest money refund and encourage him to provide his denial letter from his final lender.   

  Customer response

  11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  Response to the message from CastleRock / Ramon *******:
  
  There are multiple untrue and inaccurate remarks in CastleRock’s response to my initial complaint.
  
  
  CastleRock:
  The client applied to ** ******* ******* PRIOR to writing a contract for the home purchase and did not qualify…
  
  Me:
  I was approved by ** ******* ******* but for only $200k, the house was $316k
  
  
  CastleRock:
  The client then went to another mortgage company and got a "pre-qualification" letter.
  
  Me:
  I got a “Pre Approval Letter,” not a “pre qualification Letter”
  
  CastleRock:
  Ramon did not write the contract due to this fact.
  
  Me:
  Ramon never wrote the contract, Ms. Megan ***** did. 
  
  CastleRock:
  The client came back on Ramon's day off and presented the pre-qualification letter to a different sales consultant (megan) who proceeded to write the contract as requested by the client.
  
  
  Me:
  Ms Megan ***** & I met when I first visited CastleRock Sales Office on 3-4-2023. We had been communicating since 3-4-2023, I signed the contract on 3-10-2023 (SNT089). On my initial visit to CastleRock’s sales office, on 3-4-2023, Mr ******* was not there, I was greeted and assisted by Ms. Megan *****. Ms ***** showed me the floor plan of the house I was interested in & available lots to build on, which I drove by to see which lot I preferred (**** ******* **** Dr) & returned, the same day. Ms ***** checked their master map & put a red “Sold” marker on the master map. Approximately 2 weeks later, on March 22, 2023, I received an email from Ramon ******* stating he will be taking over as my Sales Consultant for Megan ***** because she is transferring to another property.
  
  
  (This isn’t the first complaint I sent to CastleRock; I sent one to the officers on 4-25-2023, [email protected])
  
  
  CastleRock:
  The client simply needs to provide a denial letter from his lender to be eligible for a refund of his earnest money ($3500). Option deposits are always non refundable……
  
  Me:
  I sent an email requesting a refund of my Earnest Money ($3500.) and upgrade deposits ($877). Mr. ******* sent documentation that I would not be receiving either. He never mentioned I would be eligible for a refund of my $3500 Earnest Money. I have requested a denial letter from my lender and will forward it to Mr. Ramon ******* or whoever I need to.
  
  
  Finally, I submitted this complaint to the Better Business Bureau and HUD.gov not because I was denied the full amount needed for funding by your preferred lender nor my lender, but because of the treatment I received from CastleRock and members of your staff, except for Megan *****, regarding my experience with your company during this process which prompted this complaint and the one I sent 4-25-2023. I am outraged by the misstating of facts by Mr. Ramon ******* as I laid out in this statement, and his snide remarks during most of my dealing with him since he took over for Megan ***** on 3-22-2023.  
  
  Discrimination - the unjust or prejudicial treatment of different categories of people, especially on the grounds of ethnicity, age, sex, or disability.
  
  I’m 63 years old + a 30 year mortgage if I was approved, a black man, retired, on a fixed income?  I didn’t only mention CastleRock in this complaint, I mentioned all the lending companies also, and I didn’t accuse any one of anything. But, was everything done that could have? Was / am I being treated fairly?

  I can verify all of the above; copies of emails, Pre-Approval,...they were not accepted on this format.
  
  Regards,
  
  
   

  
  

  Business response

  11/21/2023

  We look forward to receiving your denial letter so you may receive your entitled refund of earnest money.

  We sell homes to people of every age, ethnicity, color, culture, sexual orientation, vets, non vets, etc.  

  We are in the business of providing homes for anyone who wants one and can close on the home at completion. 

  We sold you a home, we built that home at our expense, and now we must carry the cost until we sell it to someone else. 

  That is not discrimination.  We are sorry you feel that Ramon treated you unfairly. He felt he was protecting you and the company by not selling you a home that  Tx Capital (your lender) said you could not qualify for.

  We regret that you were unable to secure a loan for the home and wish you the best. We appreciate your service to our country. 

   

   

   

  Customer response

  11/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Not Completely Satisfied 

  BBB 2nd Response
  
  
  I am rejecting your response:
  
  
  We are sorry you feel that Ramon treated you unfairly. He felt he was protecting you and the company by not selling you a home that  ** ******* (your lender) said you could not qualify for.
  
  
  ***** ******* *******, Deanna *********, I was told is your preferred lender according to Ms. Megan *****, she gave me their information. 
  
  
  I will forward you my loan denial letter. 
  
  
  As I advised you in my initial response, Mr. Ramon ******* made an untrue statement that you obviously accepted without verifying.  I definitely did not feel like he was protecting nor helping me in any was. Mr. ******* completely altered what actually transpired. There were statements in CastleRock Communities L. P. ‘s first response that did not happen at all. It seems as though you completely ignored my statement indicating Mr. ******* made untrue comments in emails I received from him and CastleRock. I have documented proof of what happened, including timelines regarding his involvement or lack there of. 
  
  
  Definitions: 
  
  
  Untrue - not in accordance with fact 
                   or reality; false or incorrect.
  
  
  Lie - an intentionally false statement.
            used with reference to a 
            situation involving deception 
  Similar:  untruth, falsehood, fib, fabrication,….
  
  
  Defamation - a legal term for a false statement that injures someone’s reputation. Libel is written defamation. Slander is spoken defamation.
  
  
  Perjury -  noun  LAW
  the offense of willfully telling an untruth in a court after having taken an oath or affirmation.
  
  
  I understand that CastleRock is not a lender. However, as I understand it, funding  / closing of the property can not happen until construction of the house is completed. I patiently waited several months for completion, and I understand CastleRock is not obligated to give me additional time for obtaining funding once my lender would not,  for the amount they originally pre approved me for months ago. My closing date was Friday, 10-20-2023, Mr. ******* told my Realtor he would only give me until Monday, 10-23-2023 (one business day). A reasonable amount of time would have been appreciated. 
  
  
  Finally, from the time Mr. Ramon *******, truly, initially started working with me on 3-22-2023, I felt like I was being retaliated against since I was working with Ms Megan *****. Again, I didn’t know either of them. A few days earlier, I made my initial called to CastleRock in Sunterra to see if they had a certain plan (Comanche) to view. I believe it was Mr. ******* who answered. I said I would stop by but made no appointment. A few days later I visited CastleRock / Sunterra, Ms. Megan ***** greeted me, Mr. ******* was not there. She was extremely helpful, got my pre approval, and signed a contract on 3-10-2023 with Ms. *****. Twelve (12) days later I got an email from Mr. ******* stating he would be taking over and Ms. ***** was mysteriously transferred somewhere else. What I want is justice, from ALL parties involved, (CastleRock & Lenders) and my $3500 Earnest Money something doesn’t seem right; possible some form of discrimination, defamation, retaliation,…
   

  
  

  Business response

  12/06/2023

  You provided us confirmation that you were unable to get a loan and your earnest money was returned.

  We are a for profit business and 72% of our clients are minorities.  We never discriminate....period.

  You have the right to your perspective but it is not a reflection of the truth. 

   

   

   

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  I have received my most of my Earnest Money back, but was short by $400.00, there was no explanation. I request that be returned as well. 
  
  
   

  
  

  Business response

  01/03/2024

  The 400.00 is the Design Gallery Services fee paid by CastleRock on your behalf. This fee is non refundable no matter what as stated and agreed to in your contract with us.

  The professional decorating services are provided at a reduced cost by a third party decorator and require payment for services rendered.

  The explanation for the 400.00 is stated in your contract and on the cancellation request form.

  If you need copies of the contract and cancellation form you signed, please contact our office directly and we will gladly provide.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've attached the inspection report showing defecinies. I sent over the inspection on June 10th to the superintedent requsteing everything to be completed. This a major issue as we would be liable for all damages from storm damage when the insurance company see's the roof is not per windstorm. As of October 2nd the windstorm and code items for the roof still have not been completed. Also there was a repair to the foundation after it was poored. All of the drainage pipes were 3ft off on the left side of the home and Castlerock refuses to provide documentation for foundation and drainage pipes for waste repairs. They will not refund our earnest money or option money. The superintedent suggested we buy the house and sell it later for a profit so we didn't lose our money. They countinue to install material that does not meet windstorm requirements on the homes started after receving an email with my inspection report. This puts homeowners, leanders and insurance companies at risk. I want a full refund of all monies paid to Castlerock. If you are looking at a home in a Windrose Green built by Castlerock or currently own a Castlerock home in Windrose Green. Please get the roof inspected by a windstorm engineer or any reputable roofing company should be able to verify if the proper materials were being used.

  Business response

  10/03/2023

  We are aware of the client's concerns and have been addressing all items noted on the third party inspection report.  CastleRock builds a quality product and engages a third party engineering and inspection company to certify both code and windstorm compliance with our homes. This does not mean that items are not occasionally missed or done incorrectly and therefore subject to correction.  CastleRock has over 4,000 homes built in the Windstorm areas of Houston and many have endured multiple high wind events. In fact, during Harvey, not a single CastleRock home flooded and only three homes of thousands experienced the loss of any shingles. Historical, factual performance of our product over a 20-year period is a much better basis for forming an opinion of our quality than subjective perspective.  Our manager will reach out again to the client to address concerns and we will complete and deliver a home that meets or exceeds all codes and is windstorm certified with state insurance fund filings complete. We take all client concerns seriously and we work diligently within our schedule to address all issues and correct the legitimate ones. We will continue to do so. 

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  As of today the repairs still have done. Since June we have been told that the items would be fixed and they still are not. Closing date is set for October 25th. Wandalyn told us we will have to pay a 1% penalty if we do not close on that day. This is not our problem that the home is not built per code/windstorm as we can't get a loan or insurance. This doesn't even address all the other issues we have had with the craftsmanship of the home. Just read all of the other complaints on the BBB combine those and that's this home in one. From 1/2" gaps filled in with caulking, wavy walls and ceilings, stair bannister rails not lining up, walls plugs and switch plates crooked throughout, etc., etc.

  That was a great story, but this still doesn't address the issue. Harvey was not a wind event . Also codes/windstorm have change since that tragic event. Every home that Castlerock has done in Windrose Green is not correct. Even after notification on June 10th of the issue Castlerock still used the same material on other homes being built in the subdivision. That's an issue. Not addressing an issue and moving forward doing the right thing. Putting all current and future customers, lending partners, and insurance agencies at risk. 
   

  
  

  Business response

  10/05/2023

   

  Both a loan and insurance are available for this home. If you are unable to obtain either, it will not be because of the home.

  CastleRock will continue to focus on having the home ready for conveyance and will ensure it is eligible for TDI Windstorm coverage as all our homes built in high wind areas are.   

  We appreciate your concern for other homes built in the area and we have notified the state registered engineering firm who certifies our homes of the concern. It will be addressed appropriately and if modifications need to be made, they will be.  

  If, following your conveyance, we cannot finish the home to your personal standards, we will gladly have a third party inspector, mutually agreed upon by both parties, walk the home and provide us with an expert opinion. If we are unwilling to repair-replace or address that expert's recommendation for improvements, we will refund your earnest money and you can go find a home that meets your expectations. We will of course look forward to walking that home so we can see for ourselves the actual quality of the product so we can compare to our own. 

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  You would be right we can still get a loan for that amount. Do to it not being within code or windstorm it wouldn't be right to put the lender, insurance company or us at risk for something Castlerock did. So I would never get a loan for that. 

  A supervisor never reached out which is no surprise as it wouldn't be the 1st time we have been told that and no one ever reaches out. 

  I want a full refund of all monies paid to Castlerock. It is unacceptable how employees treat customers. We aren't valued at all. None of our concerns where taken seriously or care of during the building process. Being told we would have a 1% penalty if we did not close on the date that was giving to us. The house was not by code and we were being forced to proceed to finance being threatened with a penalty we did not close on that date. Castlerock should be ashamed of home they treat all customers. 

   

  Buyer beware do not sign on the doted line for a Castlerock Home you will be disappointed and possibly lose all of your money you put down and it's not your fault. 

   

   

  
  

  Business response

  10/16/2023

  The client's assertions are false. No matter how many times he states that the home does not meet code or windstorm insurance requirements...It is false. 

  The home is built to code, meets windstorm requirements, will be certified to both and have TDI enrollment. Home will be accepted by city and have certificate of occupancy.

  Our staff has been in constant communication with the client (he even complains about them so they must be communicating). Our last response to client's rejection did not offer to have our manager reach out again so it is true that they did not.

  The 1% penalty for breach of contract is only an option for us to utilize. We can also just put the home back on the market and retain funds for liquidated damages. the 1% is a benefit if you miss your closing obligation, not a threat. It is in your contract in writing. 

  You have a written contract to which both parties agreed.  CastleRock will meet its obligations and we expect you to.  Our previous offer to involve a third party inspector if the home does not meet your expectations stands.

  We are 100% confident the home will be delivered as represented and will meet or exceed all applicable codes.  We have built a quality home and offered to mediate any issues we do not agree on with a third party inspector. 

  If we refuse to do any legitimate inspection item by a certified TREC inspector, then we will refund your earnest money. We will see you at the conveyance once scheduled. 

   

  Customer response

  10/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Finally the windstorm issue was fixed on the home but code items from the 1st inspection report. Still does not meet loan or insurance approval standards nor ours with code items not being completed. They were not FALSE statements as I have an inspection report with pictures from a certified inspector. I can upload the windstorm requirements as well so you can read those. Just because the windstorm is signed off by an engineer doesn't mean it's correct, as the inspection report I provided shows.  Every home in Windrose Green other than this home (Now) are still wrong. This still doesn't address the foundation/sewage drainage issues from the all the pipes being wrong in the slab and being denied a letter from an engineer. If it was done properly there should already be this documentation available and we would have it for our records for future warranties if needed.

  So I need to pay for another private inspection to show what Castlerock still hasn't fixed after an inspection and re-inspection to get our earnest monies back? This is a bit redundant for documentation that has already been provided for the items to be fixed.

  I want a full refund of all monies paid to Castlerock. 

   

  
  

  Business response

  10/19/2023

  CastleRock absolutely guarantees our homes meet code and are certified with TDI for windstorm insurance availability.
  
  The only accurate statement in this complaint is that the home does not meet “the clients standards”.  Since every client has different standards, we build ours to the standards we represent at sale. We have a model, we have written specifications, and we must pass all required inspections. 

  The client has been offered a very fair resolution but rejected it.  The client wants to breach their contract without any of the contractually agreed to liquidated damage provisions but that was not the agreement. 
  

   

   

  Customer response

  10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    The model home in Windrose Green can't pass a windstorm inspection along with all other homes. To this day the house is still not to code compliant. Items from the 1st inspection are still pending. My expectations are it to be built by code and windstorm. All other requests have not even been addressed or even considered. The house wasn't loanable at the time of the 1% penalties being threatened.  I've already told the VP in a email if I don't have at minimum the earnest money by the end of this week I will make signage and make social media posts about issues. Once enough homeowners are reached I will reach out to a lawyer to go over everything. Let them decide what's in my best interest and all the homeowners in Windrose Green. Figure if I don't get any money back Castlerock can use that money to fix all the homes in Windrose Green. 
  

  Business response

  11/16/2023

  the home has passed all city and third-party code inspections. All valid items provided via the initial inspection have been addressed and rectified. The home has a WPI-1 filed with the state and a certification of compliance signed by a TDI licensed engineering firm. The home is fully qualified and eligible for Homeowner insurance as well as TDI windstorm coverage. It has a certificate of occupancy issued by the city.  The client's continued insistence that it does not is false. 

  The client is in breach of contract for failing to meet their obligations under the written contract. The argument that other homes (including the model) do not technically meet TDI requirements due to the depth of drip edge are noted, have been addressed on this home, and are under review on other homes built in the area.  This has nothing to do with the contract on this home. All those homes currently qualify for mortgages, HO insurance and TDI windstorm.

  The client's contract with us contains mandatory dispute mechanisms including mediation and binding arbitration.  We always honor our contracts and are happy to engage the agreed upon dispute resolution mechanisms.   

   

   

   

  Customer response

  11/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I have attached the re-inspection list. Not all items were completed prior to us expected to get a loan on a home not built per code. Please attach an inspection report that shows these initial items have been taken care of. Otherwise you can not back up what you are saying. I have documentation and all you are doing is making statements and saying I'm making false accusations.

  The home was certified with the wrong drip edge installed. So do you have an updated certification of compliance since I have a report showing that it was wrong?

  Castlerock is in breach of contract for not providing a home built per code. 

  Please provide documents to back up your statements showing all the items found on initial inspection report have been completed and the home is code compliant. The re-inspection for the windstorm engineer for the roofing. Pictures included.

   Also I'd like to note once again that documentation for slab repairs we asked for we were denied. All the sewage pipes on the left side of the home were 3 ft. off.

  
  

  Business response

  12/03/2023

  We do have a certificate of occupancy and final inspection documents passing the home. In addition, it has been certified for windstorm with the TDI.

  The client's contract was terminated as a result of breach of contract. They have a mediation and binding arbitration clause in the agreement and we are happy to utilize those means to resolve the issue. 

   

  Customer response

  12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Castlerock continues to say I'm making false accusations. I have sent over the inspection and re - inspection. They are saying items are completed but can't provide documentation backing up what they say. We can't get a loan for a home that is not built by code and they say we are in breach of contract. They continue to hold our money.
  Regards,
  
  
   
  

• Initial Complaint

  09/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Castle Rock has a one star reviews with the Better Business Bureau and also has one star reviews on Yelp with documented pictures from other home buyers. Castle Rock states on their website " CastleRock Communities understands that service after moving into a new home is critical to our customer’s satisfaction. We place a priority on handling service efficiently and with a positive attitude. We want you to refer us to your friends and family and we will work hard to satisfy you while meeting the obligations of our written warranty." This statement is most definitely far from the truth. The Castle Rock representatives on my home are PM: Omar ******, CM: Edgar ********, and Sales Agent: Daina *******. These employees lack training, professionalism, customer service, not in accordance of the Deceptive Trade Practice Act and some exhibited rude behavior. During my first and second walk-thru multiple items were noted by both the Project Manager and myself .Castle Rock sales agent Deanna, failed to appear during both walk-thrus. These items did not get fixed as promised prior to closing. Multiple service requests have been open on my behalf and were ultimately closed out by the project manager without the work being completed. It has literally taken about 5-6 months for some of these issues to be completed. Some of the issues that I encountered were: 1) Missing Stove 2) Broken Dishwasher 3 ) Paint issues through out the house 4) Sheetrock issues throughout the house 5) missing door handles/locks 6) . locks that do not unlock with key 7) massive sewage back up 8) electricity issues 9) flooring/base board issues 10)cabinet issues 11)over spray paint issues12)closet shelf broken 13) toilet paper dispenser broken 14) back door would not lock and seal. There were several occasions when appointments were made for repairs, Castle Rock "no called/no showed". All above issues were not as a result created on my behalf. Contractors are left unsupervised.

  Business response

  09/23/2023

  We will reach out to the client. We take our service responsibility seriously and absolutely honor our warranty. It is a violation of company policy to close out a call unless signed off by the client as complete or if non warrantable and a client refuses to acknowledge such. 

  we look forward to addressing any outstanding warrantable issues. 
  

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  The business has not responded to me as if 09/28/2023.

  
  Regards,
   Victor ****** 

  Business response

  10/03/2023

  We are sorry that building to code and meeting the terms of our contract are not sufficient.  We fully expect to deliver the product we committed under contract on time and subject to the client's final conveyance and acceptance. Once the home is complete, has certificate of occupancy and all inspections are done and passed, we expect the client to close as agreed or contractual provisions for liquidated damages will be enforced.  We appreciate the client's concerns and have agreed to address and resolve all legitimate issues. Our contracts do not provide for unconditional refunds at the discretion of the buyer.

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I am still awaiting to be contacted by Castle Rock and complete the repairs that have been documented and previously stated by the builder representatives.

  I have NOT been contacted as  previously mentioned via the BBB communication  as of today 10/04/2023.
  
  Regards,
  
  Victor ******
   
  

  Business response

  10/05/2023

  You will have a call TODAY. We will have a representative meet you at your home and inspect and document each item you have listed as incomplete. 

  We will then have a specific -written response with our plan of action on each. 

  Customer response

  10/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  Castlerock Representatives set up repairs for Saturday, 10/14/2023, and once again “no call/no showed”
  Regards,
  
  Victor ****** 
   
  

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Still currently in the repair process. 
  Regards,
  Victor ****** 
   
  

  Business response

  11/03/2023

  Thank you for acknowledging that your concerns are currently being addressed. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home December 7, 2022. 1. Once summer came around, our house was getting into the low to mid 80s on some days. CastleRock construction manager claimed "this is normal". Absolutely not. I have a 2.5 Ton system and have had a couple of 3rd party HVAC companies run load tests showing I required 3.38 Tons (3.5 Ton system). CastleRock is doing absolutely nothing it. My AC runs (without stop) 7AM to midnight just about every single day. The builder nor the AC company will provide me with load calculations on my house to prove that these loads were actually done correctly. The AC tech that has come out to my house on 6 seperate occasions has mentioned that he believes the AC system is too small but said there's nothing HE can do about it. 2. The sheetrock on the wall connecting to our shower began to show signed of water damage. CR has come out on 2 difference occasions to fix this issue. Once they ripped the sheetrock off, you could see the massive amounts of MOLD behind the wall. They did nothing except cover the wall back up with new sheet rock. The mold is still there. This builder has been a nightmare. I would not recommend this builder to anyone.

  Business response

  10/05/2023

   Our warranty team will verify that any signs of mold were cleaned prior to replacing sheetrock after the repair.  If that requires opening up the wall, then we will.

   *** *** AC has inspected the HVAC system on multiple occasions and has confirmed it is sized and installed correctly. Certainly, if the client has a manual J done by a certified third party we are happy to review it. 

   Many third party HVAC companies will argue over system sizing but they do not have all the relevant information specific to the home that the builder's subcontractor has access to. They must have the performance details of windows, insulation methods, third party energy star testing results and more to determine the proper sizing. 

  As a production builder, we build the same plan many times in different communities. An undersized unit would create numerous warranty issues across that plan for many clients. That is not the case for this plan. 

  We will however have *** *** review their manual J's and verify that the sizing is accurate.  This summer's heat wave certainly kept all our AC's running far more than we would have liked and, in many cases, upstairs areas had difficulty maintaining the lower temperatures our clients are accustomed to. It is true that our systems are not designed to keep the interior at 70 degrees when it is 110 outside without the system running constantly and even then, it may struggle to get the upstairs areas that low during the heat of the day.  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  BUYERS BEWARE!!! They need to be put out of business due to their lack of professionalism & incompetence to build a simple home in an ALMOST SOLD OUT COMMUNITY!! I jumped through hoops for this home builder for them to start my home as soon as they could & they sat on their hands & did nothing for 4 months.. we finally decided to pull the plug & cancel our home.. due to the lack of trust & communication from Gordon ( head construction over Houston ) & Mike ******** ( sales rep in Lynnwood in Baytown Texas.. ) we sent them an email & submitting paperwork to cancel well before them actually “ starting “ on the home.. Gordon had informed my realtor he would give us ALL our money back due to the circumstances of Castlerock not submitting paperwork to the city for the plans & permits to be approved.. in the 7 homes left in the community we were the first ones to get approved & first to get the ball rolling & as of now our ex home is the LAST home to start building.. remind you this was March of 2023 when we signed our paperwork.. I canceled because of the fact that if someone is going to not do their job as simple as submitting a simple piece of paper to the city with the other initial paperwork I am not confident in their building abilities.. I don’t doubt they cut corners in building their homes.. I feel as I deserve a FULL refund for all my money that I put towards this home… considering if it was them in my shoes they would have done the same thing.. We contacted Castle rock to cancel the contract on 7/24/2023. They did not send us a cancellation form to sign till 8/4/2023. I have been told via my BBB review that I would be hearing from castle rock to discuss this issue.. I still as of 9/8/2023 still have not heard a peep out of them.

  Business response

  10/03/2023

   

  There were delays in permitting and getting the home started. Although there is no contractual start or completion date obligation by the builder, 

  client was offered a refund and given a deadline to accept as the home was already started and selections and upgrades had to be cancelled by a deadline.

  They did not respond by the deadline provided so CastleRock enforced the damages provision of our contract and retained the earnest money due to client breach of contract.

  CastleRock has been in business almost 20 years and built over 15,000 homes in Texas to date. We have over 1200 homes under construction at this moment. There are many challenges but generally we perform at a high level and 0ver 98% of our customers are satisfied. It is unfortunate that we have been unable to satisfy the other 2% but we will keep trying. 

   

  Customer response

  10/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  Dear Kacy ********:
  
  This message is in regard to your complaint submitted on 9/8/2023 against Castlerock Communities L.P.  Your complaint was assigned ID ********.
  
  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue was not resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.  If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.
  
  Are the issues resolved?  NO
  
  If yes, when was the issue resolved?
  
  If no, what issues remain outstanding?

  
  The response is not accurate, we never were offered a refund, & requested to cancel before construction started & was given a start date. Gordan stated he would give us a full refund considering it was unfair to us that CASTLE ROCK screwed up, but when we requested for the refund Gordan then stated we would have to wait till Mike got back from vacation to proceed with the cancellation. Only then after Mike had returned, they gave us an expected start date... & said that the cancellation was no longer valid... they processed the cancelation a week after we sent it to them... how is that fair? 
  
  Did you ever file your case through the court system?  NO If so, please include a copy of your filing or judgment for our files.
  
  Signature: KACY ******** Date: 10/20/2023.

   

  
  Regards,
  
  
   

  
  

  Business response

  11/03/2023

  Happy to have our manager call the client again. We have responded previously and understand the client will only be fully satisfied if they receive a full refund. This opportunity was provided previously but they did not respond by the deadline provided.  Gordon ******** will reach our personally once again to cover the timing and the contract. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our home Dec. 16 2022. And paid 570k for a fully finished house. 3 months after moving on the house remains unfinished after they were paid fully. The nature of my complaints are shoddy workmanship and damages that were caused addressing warranty claims. The masonry brick work to the exterior of the house is not to the quality of our neighborhood. After addressing the matter at the beginning as to avoid wasting time and material. The PM Omar assured us that the brick needs to be completed first they they will address the deficiencies. After minor rework the brick is still subpar and they refused to fix the matter further saying that it was acceptable work per Castlerock standards. Had a independent masonry expert look at the house stating the work is substantial and I quote from a contractor it would cost 100k. To remove and dispose of old brick and redo the work. The interior Paint is also of poor quality. The paint was not properly prepped and sanded as there are dtip marks, brush strokes, and debris on all the the trim walls, window sills, and doors. Castle Rock refuses to fix and says it's not a warranty item. We were given 1 day to blue tape and inspect as we were locked out of our property for the last phase of the work. The stairs are not finished as they were unable to match the floors. Per management they are not going to finish the stairs. Quoted 12k to fix the interior paint and stain the stairs. Carpentry work is less to be desired throughout house paid 5000 to have master closet redone as it was unusable due to poor freedom and workmanship. Exterior windows need to be replaced as the were damaged by workers laying brick and were never masked off. Received quote of 25k to replace damaged windows. In conclusion they have taken away the joy of buying a new home and turned the ego process into a nightmare. There refusal to correct problems and bait and switch to needs tu be addressed.

  Business response

  03/08/2023

  With all due respect, the ***** have been and continue to be nightmare clients. While we respect our customers and work hard to meet their expectations, the ***** will always demand more than anyone can deliver.

  The ***** closed on the home with a specific list of items we would address and as always, they will continue to add to the list even though they were told pre-closing that we would not make any adjustments to their list of items outside of what was agree to prior to closing.

  We acknowledge that the home took a long time to ***ld and that COVID induced supply chain and labor issues made the ***ld less than smooth.  The client's demeaning attitude certainly did not help.  We have a list of staff who will gladly attest to their abusive language and treatment. 

  CastleRock will complete any items remaining on the list from closing and we will stand behind our warranty but we will not address the never ending list of alleged deficiencies claimed by this client. All these issues were addressed prior to closing and the ***** were fully informed of our position on these issues.

   

  Customer response

  03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Lance Wright
  
  That is the type of person and company you guys are. You can't start with "with all due respects" then insult your customer. Castlerock is trying to change the narrative the items that have been addressed should have been addressed months ago. Soft close cabinets and drawers, missing windows, painting. wrong placement of switches, flooring issues. brick, unfinished staircase. and ect. Basically we were forced to close on an unfinished house because Castlerock inability to do proper work and scheduling of workers on the house. These so-called supply chain and labor issues only affected Castlerock.. Houses that started after our construction were finished before our house.Issues The brick issue was brought up in the beginning but you refused to listen to the customer  even had a masonry expert look at the brick and say that it was sloppy work. You then proceeded to lie to us and say that the brick will be discussed and corrected once all the brick work was done. You basically did minimal work and said the work is done according to Castlerock standards.We were completely locked out of our own house which we own the lot and were given 1 day to blue tope the house. The painter you probably found at home depot does not no no how to paint. When we requested a new painter we were denied even after he showed that he couldn't match stairs to our flooring, Did a sloppy paint job all throughout the house, and later quit and could no longer be found. We have been living with closet issues since it was not done currently and cabinet issues for 3 months after closing. The brick, painting, stairs, lawn {castlerock gave us dead grass and landscaping),closet, and flooring will need to all be fixed. We need reimbursement of these items as Castlerock has given the opportunity to fix them but declined saying it is acceptable per Castlerock standards: I am willing to hire construction forensics to inspect the acceptable work to show you your poor workmanship. I just want everyone to know that do not use Castlerock, they are crooks and take advantage of people. Something that is supposed to be a custom dream house has turned into a nightmare. You guys maliciously delayed the process of completing the home and forced us to close once our loan was maturing. Castlerock lackdascle and lack of customer service from top to bottom did now help your cause.
  
  Regards Dissatisfied Customer
  
  Dany ***
  
  
   
  

  Business response

  03/27/2023

  Mr. ***,

   

  Like you, we want to be clear that our opinion is that  as clients,  you have been intolerant, verbally abusive, and unreasonable in all regards. You were locked out of the home for a specific reason. You were not forced to close. You were in fact told not to close until the home was complete and that any deficiencies must be listed prior to close if you chose to close. Many of the items you mention were addressed repeatedly and you were clearly told that no further action would be taken on those items.  We completely disagree with your statements about the home and while we also disagree with your opinion of us as a company and as individuals, we do respect your right to that opinion.

  Your blatant disregard for for the dignity and respect of humanity was on full display during our ***ld for you. We have multiple e-mails, documentation, and testimony from our construction, sales, trade, and management team as to the disdain poured out to all involved.  

  We will complete any items from the list agreed to at closing and we will warrant the home as outlined in you warranty documents.   

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint
  [Provide details of why you are not satisfied with this resolution.]
  Let this be clear in not stooping to your level and attacking you as you have show some integrity.  I have just stated the facts which don't lie.  You were fully paid and have given us poor workmanship from the brick,  painting and carpentry which all needs to be redone. You left the stairs unfinished and had bare wood. The painting is sloppy with brush trokes, orange peel, and drip mark due to s low quality painter. The bricks are also sloppy not level, gaps to big,  and not cut straight.  The closet was ***lt incorrectly and not functional and had to be all ripped apart and redone. Looking at the draw request you requested 5k for landscaping you have given us dead grass and shrubs, you ruin our windows because they were never masked off. We finally got our soft close cabinets after we have been asking for them 8 months ago. You have turned something that was suppose to bring joy into a nightmare which you and your company are.  Everything I have listed you have refused to fix.  You must be as ignorant as your workers we had to close as our loan was maturing. We had already pay a extention and your received funds before the house was completed. Your company still took you time finishing the house.  Houses started after us finished before ours. I guess you were the only one effected by supply chain issues.  You and your company are liars and crooks and will be dealt according.  There is a reason your rating is so low.
  Regards,
  
  
   
  

  Business response

  04/06/2023

  We stand behind our homes, our staff and subcontractors.  Your defamatory statements ring hollow given the experience of our thousands of clients and your own bitterness.

  We remain disappointed that you are unhappy with our performance and on self reflection understand that we could have done better. Unfortunately, our staff spent months being berated and abused as you subjected everyone to your wrath.

  If we could rate a customer..you would be a 0.  

  We look forward to fulfilling our warranty commitment on your home but we will not allow continue abuse of our staff.

   

   

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CastleRock [CR] has been non-responsive to repeated formal and informal warranty requests regarding uneven soils [large & deep ruts in the front and back yard]: The issue was first identified during a 3rd party inspection performed prior to closing on 7-6-22 [report copy was provided to CR on or about 7-8-22], during a walk-thru w/ CR on 7-20-22, via multiple emails to CR and as a formal Warranty item on 11-30-22. We have lost beneficial use of our yard since we moved in on 7-15-22 due to very unstable footing throughout the lawn. Without our knowledge, or direction on 12/27/22 CR dumped piles of soil on the lawn in random locations over the entire yard [which was not even raked into the turf]. This appears to have been counterproductive as it did not address the issue which are deep low spots which remain to this day. Adding top dressing without filling in the low spots does nothing to solve the issue. The lawn still has the very deep low spots / uneven soil and now many spots with no turf as a result of this ill advised action. Our simple expectation [as repeatedly communicated to CR] is for the entire yard to be reasonably level [free of obvious ruts, etc. which can simply be identified by walking on the lawn] and well-established grass to meet new construction standard. We have had 2 professional landscape companies look at the condition of the yard and both indicted it clearly does not meet new construction standards.

  Business response

  03/23/2023

  We will reach out to Austin Management to re-evaluate the lawn.  There are no codes or technical parameters for smoothness of yards on new construction. Weather-timing, traffic on grass when wet, each can have an impact on the levelness of the yard.

   

  The subsoil will shift and some ruts do manifest themselves as a result of drainage patterns in a yard, run off from downspouts etc. 

   

  The smoothness of subsoil is a cosmetic issue typically addressed at conveyance and resolved prior to closing as it is not covered under warranty.

   

  A service call follow up will be opened to re-evaluate our team's decision on this particular client's yard.

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I appreciate the response, and apparent willingness to look into this issue further, however, the response does not even confirm the real issue[s] of the complaint or reflect the actual record of communications, etc. It is also noted, as stated we are moving ahead with corrective action which we expect to be reimbursed by CR.
  
  Regards,
  
  
   
  

  Business response

  03/28/2023

  We understand that the client does not find our position satisfactory.  We install thousands of yards each year and establish those yards to internal specifications.

  We warrant drainage, but we do not warrant the smoothness of a yard to individual expectations as those vary by each client.

  The yard was established at time of closing and as seen in the pictures has been exposed to freeze conditions as well as typical weather patterns.

  We do not warrant grass or trees beyond the firs 30 days as care and maintenance are out of our area of responsibility post closing.

  Our local team has evaluated the yard and determined that no further action is justifiable.

  We have asked the Division President to personally view and evaluate the yard to determine if this decision is correct.

  If the client invests funds to improve their yard it is at their own expense and they will not be reimbursed.

  If CastleRock is responsible for some element of correction, we will have the accountable trade partner do the repairs at no cost to us or the client.

  However, at this point our teams decision remains that the yard was delivered at closing to our specifications.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a home from CastleRock on May 19, 2022. The amount used to calculate taxes at closing was severely low, and this was pointed out to the Title Co. at the time. They said that when I received my tax bill in November, to let them know and they would help me get the amount owed to me by the builder. When the tax bill came in, it was 3 times the amount used to calculate taxes owed in May. This meant that the builder owed me nearly $1500 in unpaid taxes. Bedrock Title Co. (a subsidiary of CastleRock), notified CastleRock on November 3rd that they owed me money, along with the tax bill. On November 4th, CastleRock responded with, "Our portion would come to $2141.58, based on a proration for the 139 days between 1/1 and 5/19. We already paid $668.20 during the close on the home, leaving our remaining obligation at $1,473.38." There is no dispute about the amount owed. However, CastleRock refuses to issue a check to me for the amount that they owe. Clinton Jeter initially stated that they would pay Hays Co. directly. I had concerns about this, for a myriad of reasons. I reached out to Andrew Walls, the escrow officer with Bedrock Title, for clarity on this process. He informed Clinton Jeter that the builder is legally obligated to pay ME, the home owner, the amount that they owe. He copied and pasted the exact portion from the closing documents showing this. No response. He followed up with Clinton a couple days later asking if he was confused about what needed to be done. Clinton responded with, "It's out of my hands." This was a week ago. Since then, multiple people at CastleRock have been contacted to try to get this resolved, and each one of them punts the ball claiming it is someone else's job...that that "someone else" never responds to one simple question: "When is the check being issued for the $1,473.38?" This amount was due when the property tax bill was provided, which was 2 weeks ago.

  Business response

  11/17/2022

  Absolutely true that castlerock owes its portion of the taxes. I believe the confusion was that the payor was not on the deed. We will get a check out this week. 

  Customer response

  11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  While the business did finally issue payment for their portion of the property taxes, the reason they gave for refusing to issue payment for 2 weeks is blatantly false. 
  
  I am the purchaser of the home (they refer to this as the "payer"). My name is on every single page of the closing documents, and my name is on the deed. Additionally, my name is on the property tax bill. CastleRock was not confused about who owned the home, but if they were, they could have checked with their title company, who reached out to them multiple times trying to get this resolved. The real reason CastleRock refused to pay me what they owed me was that they wanted to send the payment to the county, not directly to me, the home owner. 

  At this time, the payment has been received. However, I would like the public BBB record to accurately reflect that the excuse given by CastleRock was false. If you need proof of this, I have emails back and forth that I can provide.

  
  Regards,
  Rebecca Price
  
   

  
  

  Business response

  11/29/2022

   

  We have paid our share of the taxes due well before their technical due date. There was some confusion in our accounting office related to who was to be reimbursed and we accept responsibility for that error.

  That statement was not given as an excuse but rather an acknowledgement that there was some miscommunication internally on this file. 

  Our portion has been paid and the funds were overnighted to the client.  We are sorry the client remains upset but not sure there is anything more that we can do.

  As a matter of perspective, we pay hundreds of tax bill reimbursements to clients and or to the escrow accounts of all homebuyers who close prior to updated appraisal values being established.

  It is rare to have an issue and we certainly will work to improve. 

*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. ↩