Alaska Logistics LLC

We did a thorough walk through on the home prior to closing with the client at which time no comments or concerns were expressed over the sod in the rearThe home was right next to our model home and the rear was watered consistently from date of install to date of closing(days) by our sales assistant and construction manager.In addition, we left a small sprinkler and hose to assist the client since an automatic system was not an option chosen.Our warranty on sod is very clear that post closing, the client is responsible for the health of the sod as diligent watering in the first weeks is important with the hot summer weather.The client does not live in this home and it is likely that the yard went too long without a thorough watering.We understand the client's frustration but are confident that we delivered the home with healthy (albeit recently installed sod) that became the client's responsibility to service following closing.We have offered to have the sod replaced at our cost previous to this complaint and that offer remains

We have responded numerous times to this rejectionWe have done all we can to assist the client with their lender

It is very unfortunate that [redacted] feels she has not been treated as a valued clientOur team has invested many hours into our effort to deliver the high client service standards we have set for ourselves and are known for in our industry.It is true that our construction manager who ** [redacted] accurately describes as "caring and professional", missed a scheduled meeting with the clientThis is inexcusable and we are deeply apologetic for this oversightNo excusesWe are confident that we fairly represented all other aspects of the purchase and the process to [redacted] and her husband at time of sale as well as during the processShe acknowledged and signed all chosen options and upgrades and all appears clear when we reviewed the paper work.It is not our intent to make anyone's experience distasteful and we feel that we have generally done a good job communicating about and building this homeWe are happy to have [redacted] and her husband seek another builder they they feel better fits their needs and price range In an effort to assist them, we are willing to release all but $(mandatory fee to pay for Design Services provided)

We apologize that you feel our paperwork and process is disorganizedWe recognize that there are thousands of moving parts in homebuilding and that our options list alone includes hundreds of alternatives for our clients to choose fromWe build over a thousand homes each year and offer over plan and elevation combinations aloneEach community has its own unique featuresWe provide a Feature Sheet for each specific community that highlights the features you receive as Included with the purchaseThere are too many options for us to list out which is why we provide a professional designer and two separate appointments for clients to discuss and choose the many colors and upgrades available.We certainly cannot and do not discuss every possibility but rely at some level on our clients requests and questions to guide them in the right direction.We do feel that the Feature sheet made a part of your Original Sales Agreement is a fundamental representation of what you have purchasedWe certainly cannot guarantee that you read each item prior to signing it, but trust that (like the included features on a new car sticker) this information is read and understood given the amount being invested by the client.In this case, we clearly state that gas to the dryer is an option We could require the client initial every item on the Feature sheet, but that seems like excessPerhaps in this case it would have helped clarify it and prevented this discontent.We appreciate the feedback and will continue to work hard to be more concise, clear and efficient in how we handle our client interaction

CastleRock stands behind its product and will ensure that the roof has been properly addressedWe will ensure that there is no raised moisture content in the Sheetrock in the affected area.We apologize for the leak and look forward to resolving this expeditiously

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The front yard was watered with the same type sprinkler as are all the other homes in the community If we lose a yard, it is not because the sprinkler is inadequate but because "our staff was not diligent about running the sprinkler heavily in the first few days after grass install and moving the sprinkler regularly to provide coverage."This is exactly what happen.......I remain committed to taking this to court on Monday, for legal actions and someone can explain their argument to the court about how that sprinkler was adequate Regards,

The onsite counselor did give a price he thought was accurate on the client's initial visitHe later found additional options in the home based on paperwork that had the home's price significantly higher.The client was told of the error and informed that he could not sell the home based on his mistaken price at first visit.This is unfortunate, however it is not deceptive trade, it is a clear case of a consultant making an error in calculating the price of the home due to his recent arrival in this community and missing some of the option paperwork in the file.We are extremely sorry for the error and will gladly work with the client to find a price that might work for us both,We unfortunately cannot reduce the price of the home such a large amount for an admitted human error.Our sales and management team will work to find a price that we can agree to that perhaps each can accept

No further action at this time

We have met with the client several times in regards to this issue We are not avoiding the issue and have addressed both issues with the client.The fence is placed on the property line, not on the easementThe home backs to an easement that is not owned by the homeowner and is not owned by CastleRock.This easement has a sharp slope beginning where the property line ends and erosion does occur after heavy rains.The fence was placed correctly by CastleRock and installed per specificationsErosion can only be mitigated by proper maintenance on the homeowner's lot and the lack ofsod installation in the rear yard has had a negative impact on the erosion at the rear property lineThe fence pickets are installed to the benefit of the owner with the supporting cross rails exposed to the easementThis easement area does not meet the requirement for pickets to be out facing and there is no HOA notification to address it.Our local managers will gladly meet the client to see if there is a solution to the erosion and we have contacted the developer for assistance in addressing the erosion on the easement and its impact on our homeowners

It is unfortunate that Mr [redacted] was so unhappy with the [redacted] servicesThis is a third party Design group who assists the clients in choosing colors and options to personalize their home They work on a salary and have no vested interest in option salesTheir goal is to show the client everything available and allow them to work within their tastes and budgetsOur number one complaint about [redacted] is that our clients were not shown items they would have liked to have had and now it is too lateWe have notified them of the [redacted] 's dissatisfaction with their servicesThey area always striving to improve.We have thoroughly investigated the allegedly abusive and threatening interaction that Mr [redacted] describes including interviewing each of the staff members indicted in this complaintEach of their stories mirrors each other and in none of them is Mr [redacted] 's description accurateSince each is our employee (years) (years) and (years ) , we contacted the City Inspector who was present for the entire interaction He concurs that the description of the interaction provided by Mr [redacted] (who was not there) is "grossly embellished" According to him, at no time did any of our staff abuse, threaten or curse at our client He did say that our manager was insistent that there was not a mold issue and that at one point he did talk over Ms McDonald In addition, he said that our Construction Manager did smirk when being challenged by the client on his scheduleWe have counseled our staff on the importance of communication both verbal and non verbal.The alleged mold that is described as rampant throughout the home is simple and straight forward to address and provide an objective conclusion on.A non certified [redacted] representative did a visual inspection and concurred with our Senior manger's assessment that there was not a mold issue with the homeKeep in mind that [redacted] benefits only if there is mold and they get paid to do the remediation needed.The client's own incomplete report indicates only possible mold and not in sufficient quantities or type to be detrimental to the end user of the home The trace mold spores located are common types found in both the surrounding soil and wood products naturallyTheir report provides no insight as to what steps should be taken to clean the trace spores which is unusual if the objective is to identify and solve the issue.CastleRock had a state certified inspection done today (Monday 25th) and we will have the final lab results and necessary remediation steps needed (if any) by Thursday of this week.The initial feedback from the inspection appears to support both our management team's and [redacted] ***'s conclusions but we will happily adhere to whatever conclusions and needed steps are dictated by the experts.We stand behind our homes and warrant them for years We have nothing to gain and everything to lose by ignoring a legitimate mold issue The home is not sheet rocked at this time and anything that needs to be addressed is simple and straight forward.The client's desire to breach his contract is his choice, however, the contract is clear about which deposits are forfeited with such a decision It is our sincere hope that upon the completion of the home that the [redacted] 's will have resolved their pending loan issues and recognized that we are an Honorable company that honors our commitment to our clients and our warranty and while we certainly make our share of errors in the process, we always make them right

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is a startI don't feel as if I should negotiate the price, however, I will go through the processI have questions for themBut first, I want to say, I told Scott that before I signed, that the initial price he told me was the price I wanted to pay regardless of the other circumstances.Is this how Castlerock does business? Send an employee to do a job without training and without preparing the employee about the houses they are selling? Why can't you sell the house due to an admitted error? Isn't that the cost of doing business? This is a learning experience and changes in the company should take place so this doesn't happen againEmployees should be knowledgeable of their jobDoes the president of the company know about the business practices of the employees?I forgot to mention in my initial complaint that I had gone to this Builder previouslyI tried to buy a home from Fabian, the sales associate at this [redacted] locationMy realtor and I met with Maria at the Castlerock, [redacted] locationI received information on what was availableI decided I wanted to buy a house.Fabian was called, but he did not return our callsAfter that we learned he no longer worked for CastlerockI left a voicemail message, no one called me back.This will be the second time one of your employees has "dropped the ball"This is very upsettingI like the floor plansI have heard good things about CastlerockI am hoping we can resolve this issue

[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.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

We appreciate Mr [redacted] taking quick action following our previous response to his complaintHe has now fulfilled the long outstanding requests by the mortgage company in regards to his loan

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I am done with this complaintIt was not satisfactorily resolvedI do not wish to hear from this business again Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint This is going no where with the builderTo say that my interpretation of what happened to my wife is not true because I wan't there is incorrectMy wife explained in detail to me of what happened and how she feltShe stated she left in tears and the city inspector had to apologize to her because of the situation we are stuck in with the complete unprofessional employeesI have no loan issues! My loan was approved for $360,plus and my home is only $322,I even received a confirmation that my loan was in underwriting and in the green status, which is ready to closeIf there are any issues, they were never brought to my attention! I attached all supporting documents that support my claim.In the end, all this company wants to do is slander my name, lie, and disrespect it's consumersMy attorney will be following up with the companyThank you for your support Regards, [redacted] **

CastleRock did indeed postpone the closing back in because the client was not satisfied and did not feel the home was completeRather than allow her to close on a home she felt was not cosmetically satisfactory, we opted to make sure the home was 100% done so we would not end up in an ugly dispute with a client We have done everything we can to satisfy Ms [redacted] to no avail.No less than four different managers have been sent to try and resolve issues of complaint however, each time the interaction becomes heated and unprofessional.We are confident that the home is a quality built product and we stand behind our work.We have repeatedly looked at the issues she discusses in her letter and have confirmation from the AC contractor that the AC system operates fine, the house is insulated properly ( it is third party verified) and that the cosmetic issues are to our quality standards as represented by our models and thousands of homes delivered to satisfied clients.Her other claims of poor treatment is inaccurate and in fact may just be reflection of her own behavior as documented by each employee who has experienced an interaction with this client.CastleRock has fulfilled it obligations to this client and will do no more non warrantable items in her home

Revdex.com:
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
Sent: Wednesday, September 20, 1:PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #*** I still stand by my assertion that what the staff communicates to us vs what is present in their paperwork is not accurate, not because they are purposely being shady, but more because they are not organizedAttached you will find the actual option lists that they gave usMOST if not ALL our conversations revolved around THIS list, not what they provided with my signature. There was no mention of gas dryer as an option at ALLBy the time we got to signing, it was more of "sign here, this is basically what we went over"which turns out to be inaccurateIt is our fault for not reading it again, because I trusted the staff had covered EVERYTHING. If you want to be technical, the document they provided with my signature is just that, my signatureThere is no context as to what the signature meansThere is no explicit terms stating that my signature is an acknowledgement the staff has cover every bullets on the paper with meThis is basically an understanding that my signature means I acknowledged everything on the paper, but it is not explicitly statedThis is the crux of my frustration dealing with the businessFor us to get them to be accountable to anything, it must be explicitly in writing, whereas they expect me to be accountable to something that is at best an unstated understandingThis is their DISORGANIZATION, and because of that, I had to pay for a change fee** *** *** ***

Revdex.com:
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 stated I wanted a refund in full or half of the $I do not think giving me a discount on lender fees is what I requestedIt is not a guarantee that I will purchase a home in Dallas so giving me a lender discount is not sufficient to resolve this matter. My complaint would only be resolved if I used this lender which is not a guarantee that I will do so moving forward because my preferred area to purchase a home is still the Houston/Humble area. This lender cannot work with me on purchasing a home in this area at this time.
Regards,

Revdex.com:
The current manager who is handling my claim has never been verbally abused by meThat is a lieHe has never been to my home! Send him! Send Luke ***I will have an independent builder there along with Luke, so a third part independent unbiased party will witness everything!!!!!!!Again, CastleRock did not take the time to read my complaintCastleRock did not take the time to read the email by their own employee calling the work sloppy. They have time and time again proved that their duty is not to the home owner, but their own greedy and selfish business practices.Who is responding to the Revdex.com complaint? No one who has ever been in my home to see the repairs needed
Where is the answer to the complaint response? Send Luke *** to my houseHe is the manager handling my warranty issues and has never once been spoken to in an unprofessional manner.This response proves exactly my point
CastleRock is not interested in fixing their mistakesThank you for the
response
My master bathroom is proof
of CastleRock's standards, then I would like to attached photographs of the
master bathroom which proves their standards.
I want the repairs made to
the master bathroom and proof that there is insulation in the living
room.
What else was wrong with
this house:
All of the tile in the house
was uneven and ill spacedWe couldn't walk straight on the tileIt was
eventually repaired AFTER I complained and a manager came to see it
The kitchen island was
crookedthe response from CastleRock, "do you want it fixed?" Of
course! It took me again complaining to the manager and being treated like dirt
by the original construction lead.
After the kitchen island was
fixed, the dry wall and plaster was all bumpy and unevenThis was repaired ONE
year later recently when I submitted another warranty claim
The garage door has hammer marks all over the top beamI asked for these to be
filled in properlyNever doneIgnored me
The front door never closed
properlyIt had large amounts of light coming in around the entire doorTried
to fix it twiceIt never worked, so we bought foam and put it around the
door.
Stones were left all along
my entire guest side of the houseIt has been a nightmare trying to pick them
all up so as not to be injured while
The caulking on the outside
of the house is rehensible.
The back door’s foot plate
was cut too shortIt has an inch thick of caulking to “replace” the missing
metalThat was to be replacedHas never been!
We continue to have AC
issuesThis is a one story, sq ft, brand new homeIt will not cool off
degrees below the outside temperatureBig Tex AC has come out three times
and never figured out what is wrong
Both sinks in the bathrooms
have been chipped and poorly filled inI have asked repeatedly for this to be
fixed
It is a new house and
shouldn't have these issues
I have submitted over
warranty issues since the house was closed and all have warranted a trade
person (painter, etc...) coming to the house to attempt a fixNo one has ever
said that they were not poorly doneI have an email from Lane Wright with
CastleRock calling their work, "sloppy"See attached
CastleRock continues to send
out a painter with no instructions or approvals to fix an entire bathroom of
mistakes in only minutes
If there is nothing to be fixed, why am I waiting on a
second mirror replacement? Why am I waiting for the owner of the sink company
to come to my house? This is one year later!!!!
Currently, there is a warranty to fix the
"replaced" mirror CastleRock left me with a huge scratchThere is an
outstanding warranty claim for the bathroom to be fixedThere is an
outstanding warranty claim for the back door to be fixed
I never even mentioned to them that they build the
fence wrong by not putting in a second door even though they enclosed the side
of the yard where the AC is and now no lawn mower can get throughBut yet I am
the problem?
Their sales agent at The Cove, slandered my sales
agent's/broker's nameShe went to defend herself personally because it was so
aggregious.
So in short, CastleRock’s
acceptable standards are “sloppy” per their own employee
CastleRock needs to look to itself to figure out why I
am so unhappy with the product and services!
Regards,*** ***

The client did contract to purchase a home from us in They chose to use an outside lender and the lender's appraisal came in 12k under the contract price. Our contract requires the client to transfer their loan to our lender in the event an appraisal issue occurs with an outside
lender.The client agreed and a we paid for a new appraisal which made value. Unfortunately, the client never provided our lender the required information to get their loan done. We have numerous e-mails to support communication from the lender (*** ***) and our sales staff attempting to get the client to complete the required documents but we received no response. The client had indicated a concern over a job at ***.A denial letter was sent and I have attached itYou will see the reason was failure of client to provide required docs.The client did pop back up a month later and say they wanted to move forward but we had already sold the home and closed it by this time.The contract outlines the monetary forfeiture in a case where the client breaches the contract so no funds were returned not will be.The client's forfeited earnest money is always good as a credit towards a future purchase however so if ready to purchase again, we will credit towards that closing