Alaska Logistics LLC

We understand that our client is selling the home we built for him in [redacted] and are committed to honoring our warranty on the home.The inspection referred to in the complaint was done over a year and a half ago....just a note.We have inspected all three items of concern and addressed in...

compliance to our warranty: 1. ** hissing.  I have attached the notes from the AC company inspection.  No defect or hissing was found with the unit. 2. Raised area on roof. Keep in mind this was a note from 1.5 years ago.  Leo's roofing inspected the area of concern by accessing the roof and found no defect. 3. Grade too high at AC pad.  This is true. Unfortunately, the sod was installed after market and not by CastleRock. The owner needs to have the installer lower the sod height in this area. We did verify that the AC pad is in excess of 4" in thickness allowing the exposure to be achieved.We will send a letter from the roof inspection under separate cover as we have had to request an actual report since no defects were found and therefore no repairs actually done.If the client has any other concerns now or once the home is sold and a new inspection is done by the buyer...we are happy to address under warranty.

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.  
However, no one from CastleRock has attempted to schedule a time for Mr. [redacted] to come to my house. In fact, I took of Friday morning for the mirror company to come out as was scheduled, and now I am being told by Arrow that the order is on hold. No one informed me. I have missed work and have a scratch on the mirror that was installed on September 4. Upon installation of the scratched mirror, I informed CastleRock the same day.More than a month later, nothing has been resolved.Thanks,[redacted]

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.  
Complaint Detail / ProblemComplaint Type:Guarantee Or Warranty IssuesselectProblem:The front door to my house has 1/2" cuts in the hardy plank running the entire length of the door on both the left and right sides. I have sent pictures and asked CastleRock to come caulk/seal the wood. The community manager for The Canyon Lakes West, acts like he does not understand what I am saying. I have had to email him 5 times, submitted three warranty requests, and even emailed the business owner. They have never called or emailed to set up a time to caulk the outside hardy plank.TranslateDesired Resolution / OutcomeDesired Resolution:Finish the JobselectDesired Outcome:Come caulk the 7' long cuts in the hardy plank on left and right sides of my front door.

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 rear. The home was right next to our model home and the rear was watered consistently from date of install to date of closing(7 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 rejection. We have done all we can to assist the client with their lender.

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. If I am refunded $1599 of my $3199. I will consider this matter closed satisfactorily.  Thanks

No further action at this time.

We have analyzed the cuts at the front door and will repair. Work is set up for Friday the 22nd.

We will gladly have Louque [redacted] come review the items of concern.  In the event he is verbally abused as our last manager was, he will politely excuse himself from the home and we will no longer subject any of our staff to the verbal beratement MS. [redacted] finds compelled and entitled to dish out.Mr. [redacted] will contact Ms. [redacted] today to schedule the appointment.

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 not using this lender to purchase my home.  Unfortunately, this complaint will never be resolved satisfactorily if the only recourse is to use this lender to purchase a home. I will never use or recommend this builder or lender . Thanks  
Regards,

CastleRock did indeed postpone the closing back in 2014 because the client was not satisfied and did not feel the home was complete. Rather 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 [redacted], and have determined that this proposed action would not resolve my complaint.  
This is going no where with the builder. To say that my interpretation of what happened to my wife is not true because I wan't there is incorrect. My wife explained in detail to me of what happened and how she felt. She 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 employees. I have no loan issues! My loan was approved for $360,000 plus and my home is only $322,000. I even received a confirmation that my loan was in underwriting and in the green status, which is ready to close. If 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 consumers. My attorney will be following up with the company. Thank you for your support.
Regards,
[redacted]

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 response proves exactly my point. CastleRock is not interested in fixing their mistakes. Thank 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 spaced. We couldn't walk straight on the tile. It was eventually repaired AFTER I complained and a manager came to see it.The kitchen island was crooked. the 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 uneven. This was repaired ONE year later recently when I submitted another warranty claim.The garage door has hammer marks all over the top beam. I asked for these to be filled in properly. Never done. Ignored me.The front door never closed properly. It had large amounts of light coming in around the entire door. Tried to fix it twice. It never worked, so we bought foam and put it around the door. Stones were left all along my entire guest side of the house. It 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 short. It has an inch thick of caulking to “replace” the missing metal. That was to be replaced. Has never been!We continue to have AC issues. This is a one story, 1800 sq ft, brand new home. It will not cool off 20 degrees below the outside temperature. Big 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 in. I have asked repeatedly for this to be fixed.It is a new house and shouldn't have these issues. I have submitted over 15 warranty issues since the house was closed and all have warranted a trade person (painter, etc...) coming to the house to attempt a fix. No one has ever said that they were not poorly done. I 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 15 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 scratch. There is an outstanding warranty claim for the bathroom to be fixed. There 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 through. But yet I am the problem? Their sales agent at The Cove, slandered my sales agent's/broker's name. She 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,

It is very unfortunate that [redacted] feels she has not been treated as a valued client. Our 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 client. This is inexcusable and we are deeply apologetic for this oversight. No excuses. We 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 process. She 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 home. We 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 $300.00 (mandatory fee to pay for Design Services provided).

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 easement. The 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 specifications. Erosion 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 line. The fence pickets are installed to the benefit of the owner with the supporting cross rails exposed to the easement. This 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.

We apologize that you feel our paperwork and process is disorganized. We 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 from. We build over a thousand homes each year and offer over 760 plan and elevation combinations alone. Each community has its own unique features. We provide a Feature Sheet for each specific community that highlights the features you receive as Included with the purchase. There 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 purchased. We 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 excess. Perhaps 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.

[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 start. I don't feel as if I should negotiate the price, however, I will go through the process. I have questions for them. But 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 again. Employees should be knowledgeable of their job. Does 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 previously. I tried to buy a home from Fabian, the sales associate at this [redacted] location. My realtor and I met with Maria at the Castlerock, [redacted] location. I received information on what was available. I decided I wanted to buy a house.Fabian was called, but he did not return our calls. After that we learned he no longer worked for Castlerock. I 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 upsetting. I like the floor plans. I have heard good things about Castlerock. I am hoping we can resolve this issue.

We simply have no one left in our company to send out to this home who has not been verbally abused and thrown out of the home. Our last attempt to resolve was handled by an experienced, dedicated and professional manager who has received glowing reviews from every client he has every worked with.Ms. [redacted] verbally assaulted and ejected him from her home when his assessment of her concerns did not match her demands.We made every effort to not close this home until Ms [redacted] was satisfied because we knew she would be difficult to deal with after closing.We remain committed to fulfilling our warranty obligations but will not address cosmetic issues that are non warrantable.We will not do destructive testing to prove a "hunch" by the client on missing insulation. We will gladly provide a letter from a licensed AC contractor as to the performance standards of the AC.Any outstanding service calls will be addressed in strict accordance to our written warranty commitment.

We are sorry the client is upset about the carpet and completely understand their concerns. The carpet was laid 7 days prior to the original complaint.  We will ensure the carpet is clean and have covered the carpet to further protect it. Unfortunately some work does get done on top of new...

carpet as we fine tune the home and our staff should do a better job of covering areas with above normal work being done. Again, we apologize to the client and will ensure the carpet is thoroughly clean prior to closing.

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.  I did not receive...

any plans or attachments. I am agreeing to the one statement: "CastleRock is committed to our clients and will ensure that this is handled appropriately".Thanks! [redacted]