Alaska Logistics LLC

We have not offered the client any refund of their forfeited depositsTheir issue is between them and their lenderWe expect the client to honor their written agreement as they would expect us to honor oursWe did get their lender to agree to credit their requested amount of refund towards loan fees if they complete a loan with them

We have addressed each of the client's cosmetic concerns and have repaired the fence and the *** seam There are no integrity issues on the pricing and in fact we have extended the closing due to the client's inability to close(for personal reasons) on several occasions although we did
charge a fee to assist with carry costs.We have met with the client and she has signed off accepting the home.She is scheduled to close on the home today

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
The client communicated effectively with the lenderIt failed because the lender assumed instead of asking questionsI am done with this complaint, the builder and their lender
Regards,

We are very sorry that we have been unable to meet the ***'s expectationsThere is no doubt that we have struggled to keep up with demand in the *** area and homes are being built more slowly than any of us would likeI am told that we agreed to replace the granite that had been repaired by
the granite company but that after this long a period of time the client just wants to move on.We understand the frustration that is created when building a new home and in a ***et like *** it is even more challenging for all involved.We wish the ***'s the best and will gladly refund their earnest money

We respect your position and your right to do so.Just so you are aware, we pulled the water bills for the home through the closing date The progressively increasing water bills culminate in 6,gallons of usage in the period right before closing the home. The rear yard requires approximately gallons to saturate 1/2" of water over the entire area The rear yard would require saturation almost daily for the first number of days given the heat at the time This attention would be needed consistently for at least the first two weeks after the sod was installed We can prove we dumped 6,gallons on the yard from May 16-June The front was already established and would require approximately gallons a weekThere was no internal usage so we can expect that about 3,plus gallons were applied to the rear yardThe rear was not installed until approximately 6- This supports our manager's assertion that he watered heavily due to the newly laid sod and hot tempsThat is about gallons a day applied to the rear yard.The lawn would need to be watered in a similar fashion immediately following you taking possession or the extreme heat would have had the impact that appears to have occurred.I understand that no one wants to incur the cost to replace sod that was not adequately watered, the question is who that wasEverything we have evaluated in this situation appear to support that CastleRock's staff did provide a living rear yard at the time of closing. s why here

We understand the client's perspective but since their issue is with their mortgage company, we cannot resolve the issueOur referral to the lender does not make us a part of their lending relationshipWe were not part of the communication between them and had no role in the dispute except that we referred the client to them as an option for their lending needs.The client needs to address their complaint to the lender directly as we have used our relationship with them to provide compensation relative to their loss in lending credits only.The client is solely accountable for their loan and their loan status as a condition of our contract with them.We understand that this impacts the client's view of us as we referred them to this lenderThis lender has delivered thousands of loans satisfactorily with all types of buyer situations so it is clear this was a unique circumstance that failed as a result of communication between the client and the lender only

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

We will contact the lender and see if they are open to providing you a refund equal to the half of the deposits you lost when your loan was declinedAgain, CastleRock did not handle your loan and was not involved in your communication with themWe cannot refund money because of a third party transaction that we were not a part of. It is possible they made an assumption that was incorrect however, it would be a mutual responsibility to accurately communicate on any loan requirements They are one of three lenders we recommend and with whom we have negotiated preferential rates for our clientsThey have proven to close timely and accurately and be professional in their dealings with clients.Ultimately, we understand the frustration of the loss of funds and will assist in working with them to assist you.Have you contacted them directly about compensating you for your loss?

Castlerock is committed to our clients and will ensure that this issue is handled appropriately

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 have not received a check for $The resolution clearly stated only if I received a refund of $This is not resolved by any meansThanks
Regards,

It is unfortunate that our client feels we have not taken care of themThere definitely appears to be some miscommunication over how the space under the stairs will be framed We have built the home per the plans and per our representationUnfortunately we do have a home in the community
framed incorrectly that the client saw and liked. This home must be re-framed and corrected in this area.It is never our intent to disappoint a client and we are very sorry that this miscommunication has created such a bad experience for our client.We are happy to acknowledge our apology for the issue and provide a gift card as a token of our appreciation.Lance ***

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
In response to the claim that because they have innumerable options, that it should be up to us to also express the options we are interested in, in my previous response, we brought up questions about all around bricksIt's written in Vietnamese, but it basically notes that we did ask for it and we were incorrectly told to talk to design centerLong story short, we ended up not being able to get that option because person A would say talk to person B, person B them says talk to CThis was the overall experience we receivedSo even when we requested something, it fell thru the crackAdditionally, again in that list, we had to cross out options that were no longer availableBecause their sales material were not UP TO DATEI'm not asking for much, I'm willing to pay for the upgraded options, but I do not feel like this was my faultAnd if this was only ONE INSTANCE, I would have been OKBut this was one of manyRecently I just found out that another option we requested was not put into our final addendum, even though it WAS brought upWe have let numerous similar issues slide because it was not as importantI find it ironic that when they make mistakes on the pricing in their contract, they would ask us to sign it again, we we gladly did, but in reverse we are charged a feeAgain, the $change fee is immaterial compared to the overall frustrating experience we have had with this business
Regards,

*** *** is one of our preferred lenders, however, a clients loan is between them and the lenderCastleRock does not own or have any financial interest or control over the mortgage companies we recommend.We did contact the lender in regards to this Revdex.com complaint and they say that they
were never told by the client about her plans until later in the processIn did in fact impact her loan.CastleRock was not a part of the client's communication with the lender and we moved forward with the home based on our written agreement with the client which provides for the liquidated damages imposed.The lender indicates that this client is in fact still working with them on a home purchase in Dallas at this time.This seems to speak to their competenceIf this is in fact accurate, we have arranged with them to offer a discount to the client on her loan fees to provide some relief due to this unfortunate situation.This should in fact equal or exceed the requested half of the options deposit funds requested

We are unaware that this client is not qualified and closing on their home as planned. Neither *** or his manager have heard from the client about the concerns expressed here. We do have a credit repair facility but the client is not enrolled. Their loan is being handled by an
unaffiliated lender and not one of our preferred lenders so we have limited contact on current status of loan.The loan is the responsibility of the client as we are a homebuilder and not their lender.The manager for the area will contact the client today to find out what is happening with the loan and qualification and we will handle appropriately. It is our intent to assist in resolving any loan issues so the client can close on the home we have built for them.Should they be unable to qualify, the written agreement clearly defines what funds are refunded to the client and which are maintained by the builder.We look forward to resolving. *** ***

We are sorry that the client feels he was misledWe recognize the risk in our industry of miscommunication so we work hard to document potential areas of discord to clarify them for our clients.Each home includes a highlight of STANDARD features that the client is provided and required to
sign to assist in prevention of just such a claim as this.A copy of this is attached and specifically states that the utility room is wired for electric appliances (95% of our market is electric) and that gas is an optionThe client has signed acknowledging this at time of sale.The buyer has also acknowledged in writing in multiple locations that a CO fee is due after initial Design Center appointments. We will ensure that the HVAC compressor is located as agreed and we will waive the option deposit required for the gas lineThe cost of the line as well as the fee is still required.We look forward to building the client (s) beautiful homes and honoring all our commitments to them

When facts are clearly communicated there should be nothing to assume. Since we are not a party to the loan transaction or process, we can only deal with the result and unfortunately that result leaves the client dissatisfied with us. no one wins when a contract is breached and both parties end up without the desired result.

The onsite counselor did give a price he thought was accurate on the client's initial visit. He 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.

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,

It is unfortunate that Mr. [redacted] was so unhappy with the [redacted] services. This 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 sales. Their goal is to show the...

client everything available and allow them to work within their tastes and budgets. Our number one complaint about ** is that our clients were not shown items they would have liked to have had and now it is too late. We have notified them of the [redacted]'s dissatisfaction with their services. They 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 complaint. Each of their stories mirrors each other and in none of them is Mr. [redacted]'s description accurate. Since each is our employee (20 years) (5 years) and (2 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 schedule. We 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 home. Keep 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 naturally. Their 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 10 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.

CastleRock stands behind its product and will ensure that the roof has been properly addressed. We 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.