We will gladly send a representative to re-evaluate the driveway however I would like to address the warranty and several of the client's comments about the drive to ensure clarity on our written warranty as it relates to "flatwork" at all new homes.Flatwork is specifically not covered under
warranty for cracks and pitting as this is a natural occurrence in the productIn addition, Houston's volatile soils make protecting the flatwork from hairlines cracks and slight movement impossible.Driveways are not "sealed" on the surface area or at any of the expansion jointsWater can penetrate at these areas although it would certainly be at a minimum amount.We want our clients to enjoy their new homes and have provided the best warranty in the business for that purposeEach client is asked to acknowledge the warranty prior to purchase as well as prior to closing to ensure they understand the limitations to coverageThe warranty is also posted on our website in the service area for our client's review.We will re-send a representative to the home to ensure that we have not made an error in our decision regarding the driveway. Lance W***Partner-CastleRock
It is unfortunate that *** *** *** *** were unable to complete their financing despite the herculean effort and time commitment made by the credit repair team.The reality is that this client could have closed on the home had they simply followed the advice and counsel of the repair teamThe
client should have and could have closed as intended if not for their own actions.Our agreement with the *** when they purchased and entered in to the credit repair program was clearTheir finds designated to the credit repair work were and are non refundable along with the *** *** fee.The *** may look to blame the builder however, this is a clear and simple case of self derailment.CastleRock stands by its forfeiture of funds as explicitly described in our written agreement.The following is a verbatim copy of the credit team's comments as to why this client was unable to close as intended resulting in the loss of the home and their funds- " It's real simple, "Follow our exact instructions
don't ever pay anything late, get new credit cards (if we need you to), and pay
your balances down to the levels we tell you to on each card and you will be
extremely happy with the end result. Our
results are proven. It is imperative
that you do exactly what we tell you to do, nothing more and nothing
less."
Unfortunately, *** *** *** *** failed to
do every single thing we asked them to do throughout this process. We appreciate the *** decision to buy a CastleRock Home but we plan to honor our written agreement. *** ***
We will gladly provide the client the detailed notes from the *** *** (*** *** ***) outlining each communication with the client and what was required to have their loan ready to close on the home.These records are detailed including day, time, action required, client response and client action or inaction.Public display of the detailed process on this client be inappropriate but several excerpts have been pasted below to set the tone. The client had credit problems preventing them from closing on a homeWe offered a third party service that we pay 100% of the cost IF they do what they are counseled on and ultimately close on the home as intended.They agree in writing that they risk their credit repair deposits IF they are unable to close on the homeThey know from day one what the conditions are.In this case, the client sabotaged themselvesIf they had listened and done as counseled, they would be in their home today and none of this would be an issue.Our detailed records clearly show that they refused to cooperate in a meaningful way and ultimately maxed our credit cards preventing the mortgage company from being able to provide them a loan.We understand the client's desire to place the blame for their actions on someone else however, they need to take responsibility for their financial situation and recognize that only they controlled their home closing destiny.CastleRock receives financial gain from this transactionAll money kept was paid for the credit repair services provided and the balance is refundable to them.CastleRock has to re-sell the home to a client and bear all marketing, maintenance, tax, finance, and personnel costs related to the buyers breach of contract.Excerpts from Credit Repair Service File-Unfortunately, not only were *** *** *** *** late on her "1" credit card (he was **) in the first month
of credit repair, neither of them EVER did anything we asked them to do, when
we asked them to do it. 8) */23/14- *** *** rec'd the email I sent *** and *** sent me his response
"Hey ***, I was never told to get another credit
card until right nowI spoke with *** already."
9) we went back and forth on this and I'm afraid that
lost in all of the above was a) He still never went and got a new card and b)
they still had not gotten back to us with *** *** decision on whether
they would remove the *** late or notI responded back to *** ***
(cc'ing ***) telling him it is imperative to a) get *** *** to remove
the late...if they will not, he MUST have a credit card with as much aging as
possible, and b) he should have gotten credit cards from day 1. Ultimately, could he have gotten loanable
without the credit cards? Possibly. With the *** late would it be possible
without several months of aging on credit cards? Nopethus the reason I moved them to a *** pull
10) Later the same day */23/14, ** *** sent me an
email stating *** ***r agreed to remove the late. I responded with a) Get a letter from them in
writing and b) make sure to get your credit cards now!
11) */30/14- *** sent me an email telling me that *** *** told them the late was removed and *** asked me when we could
pull credit. I checked their reports
again on */30/14. I explained to them
that the lates remain, *** still has no credit card reporting, and *** needs to pay the balances down on her "2" credit cards. I.e*** got another credit card***
still has 0. So we are now months
through the process and *** still does not have a credit card
We recognize that our construction times in [redacted] and throughout [redacted] are challenged as a result of the tremendous volume and shortage in contractors.We understand the client's desire to move on and find a completed home that meets there time frame better.It is unfortunate that the client has...
chosen to fabricate offenses against CastleRock in an effort to achieve a refund as they pursue this end.We know how long our build times are. We know when a land section is not fully developed and ready to pull permits. We ALWAYS communicate what we know to the client.Sometimes, on new development we do not know what hurdles the developer might face but it is still clear that the time frame is in question.All of the paperwork signed by the client is clear on time frames and refund policies as well as the features and options standard and/or available on the home.The client's claims of false advertising are offensive and untrue.Despite this distasteful positioning, CastleRock will refund the "clearly defined and agreed upon NON REFUNDABLE option deposits" paid by this client. We appreciate the client choosing CastleRock and are sorry that our relationship has to end up in a contentious manner. It is our hope, that by releasing these portion of the client's funds, they will find some satisfaction in their breach of contract with us.[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.
We gave them $1500 dollars..then a month later, they wanted an additional $600 dollars. We gave them that also.They said everything is looking good and on track. They reiterated, do not pay anything off. Do not get credit cards. Then all of sudden, with 1 month left, they expect us to pay stuff off and get a credit card. How would our score go up with that little time.All false promises. And still, castlerock has yet to call us. No explanation at all.They do not return our calls. Our credit scores are where they need to be. We just showed our scores to another builder in [redacted] and they we shocked Castlerock couldnt do anything, but not surprised. They currently have 2 other clients who also got robbed by castlerock getting ready to purchase a home from them.
[Provide details of why you are not satisfied with this resolution.]
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.
[Provide details of why you are not satisfied with this resolution.]
Ok.further action will be taken. Just to let you know,you said we did not do what we are suppose to, thats why we didnt close on the house.Well,right after I stop receiving calls and emails from you thief's , I went to another builder in [redacted].I just closed on my new home. This home is 2700 sq ft ( CR 2385 ), 10 total rooms , large lot 9300 Sq ft total.Granite, wood blinds, crown molding, no back neighbors. We didnt have to pay $4000 for that either.So thank you CastleRock. Too funny, you are selling that house for $225,000.... Its worth only $203,000 after upgrades. Now I see you reduced it to $217,000.[redacted]
Regards,
It is great to hear you benefited from [redacted] credit repair efforts.No one doubted your ability to close if you chose to do what was necessary.We are pleased it worked out for you and you found a better home for less money.Happy Thanksgiving!
We will gladly send a representative to re-evaluate the driveway however I would like to address the warranty and several of the client's comments about the drive to ensure clarity on our written warranty as it relates to "flatwork" at all new homes.Flatwork is specifically not covered under
warranty for cracks and pitting as this is a natural occurrence in the productIn addition, Houston's volatile soils make protecting the flatwork from hairlines cracks and slight movement impossible.Driveways are not "sealed" on the surface area or at any of the expansion jointsWater can penetrate at these areas although it would certainly be at a minimum amount.We want our clients to enjoy their new homes and have provided the best warranty in the business for that purposeEach client is asked to acknowledge the warranty prior to purchase as well as prior to closing to ensure they understand the limitations to coverageThe warranty is also posted on our website in the service area for our client's review.We will re-send a representative to the home to ensure that we have not made an error in our decision regarding the driveway. Lance W***Partner-CastleRock
It is unfortunate that *** *** *** *** were unable to complete their financing despite the herculean effort and time commitment made by the credit repair team.The reality is that this client could have closed on the home had they simply followed the advice and counsel of the repair teamThe
client should have and could have closed as intended if not for their own actions.Our agreement with the *** when they purchased and entered in to the credit repair program was clearTheir finds designated to the credit repair work were and are non refundable along with the *** *** fee.The *** may look to blame the builder however, this is a clear and simple case of self derailment.CastleRock stands by its forfeiture of funds as explicitly described in our written agreement.The following is a verbatim copy of the credit team's comments as to why this client was unable to close as intended resulting in the loss of the home and their funds- " It's real simple, "Follow our exact instructions
don't ever pay anything late, get new credit cards (if we need you to), and pay
your balances down to the levels we tell you to on each card and you will be
extremely happy with the end result. Our
results are proven. It is imperative
that you do exactly what we tell you to do, nothing more and nothing
less."
Unfortunately, *** *** *** *** failed to
do every single thing we asked them to do throughout this process. We appreciate the *** decision to buy a CastleRock Home but we plan to honor our written agreement. *** ***
We will gladly provide the client the detailed notes from the *** *** (*** *** ***) outlining each communication with the client and what was required to have their loan ready to close on the home.These records are detailed including day, time, action required, client response and client action or inaction.Public display of the detailed process on this client be inappropriate but several excerpts have been pasted below to set the tone. The client had credit problems preventing them from closing on a homeWe offered a third party service that we pay 100% of the cost IF they do what they are counseled on and ultimately close on the home as intended.They agree in writing that they risk their credit repair deposits IF they are unable to close on the homeThey know from day one what the conditions are.In this case, the client sabotaged themselvesIf they had listened and done as counseled, they would be in their home today and none of this would be an issue.Our detailed records clearly show that they refused to cooperate in a meaningful way and ultimately maxed our credit cards preventing the mortgage company from being able to provide them a loan.We understand the client's desire to place the blame for their actions on someone else however, they need to take responsibility for their financial situation and recognize that only they controlled their home closing destiny.CastleRock receives financial gain from this transactionAll money kept was paid for the credit repair services provided and the balance is refundable to them.CastleRock has to re-sell the home to a client and bear all marketing, maintenance, tax, finance, and personnel costs related to the buyers breach of contract.Excerpts from Credit Repair Service File-Unfortunately, not only were *** *** *** *** late on her "1" credit card (he was **) in the first month
of credit repair, neither of them EVER did anything we asked them to do, when
we asked them to do it. 8) */23/14- *** *** rec'd the email I sent *** and *** sent me his response
"Hey ***, I was never told to get another credit
card until right nowI spoke with *** already."
9) we went back and forth on this and I'm afraid that
lost in all of the above was a) He still never went and got a new card and b)
they still had not gotten back to us with *** *** decision on whether
they would remove the *** late or notI responded back to *** ***
(cc'ing ***) telling him it is imperative to a) get *** *** to remove
the late...if they will not, he MUST have a credit card with as much aging as
possible, and b) he should have gotten credit cards from day 1. Ultimately, could he have gotten loanable
without the credit cards? Possibly. With the *** late would it be possible
without several months of aging on credit cards? Nopethus the reason I moved them to a *** pull
10) Later the same day */23/14, ** *** sent me an
email stating *** ***r agreed to remove the late. I responded with a) Get a letter from them in
writing and b) make sure to get your credit cards now!
11) */30/14- *** sent me an email telling me that *** *** told them the late was removed and *** asked me when we could
pull credit. I checked their reports
again on */30/14. I explained to them
that the lates remain, *** still has no credit card reporting, and *** needs to pay the balances down on her "2" credit cards. I.e*** got another credit card***
still has 0. So we are now months
through the process and *** still does not have a credit card
We recognize that our construction times in [redacted] and throughout [redacted] are challenged as a result of the tremendous volume and shortage in contractors.We understand the client's desire to move on and find a completed home that meets there time frame better.It is unfortunate that the client has...
chosen to fabricate offenses against CastleRock in an effort to achieve a refund as they pursue this end.We know how long our build times are. We know when a land section is not fully developed and ready to pull permits. We ALWAYS communicate what we know to the client.Sometimes, on new development we do not know what hurdles the developer might face but it is still clear that the time frame is in question.All of the paperwork signed by the client is clear on time frames and refund policies as well as the features and options standard and/or available on the home.The client's claims of false advertising are offensive and untrue.Despite this distasteful positioning, CastleRock will refund the "clearly defined and agreed upon NON REFUNDABLE option deposits" paid by this client. We appreciate the client choosing CastleRock and are sorry that our relationship has to end up in a contentious manner. It is our hope, that by releasing these portion of the client's funds, they will find some satisfaction in their breach of contract with us.[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.
We gave them $1500 dollars..then a month later, they wanted an additional $600 dollars. We gave them that also.They said everything is looking good and on track. They reiterated, do not pay anything off. Do not get credit cards. Then all of sudden, with 1 month left, they expect us to pay stuff off and get a credit card. How would our score go up with that little time.All false promises. And still, castlerock has yet to call us. No explanation at all.They do not return our calls. Our credit scores are where they need to be. We just showed our scores to another builder in [redacted] and they we shocked Castlerock couldnt do anything, but not surprised. They currently have 2 other clients who also got robbed by castlerock getting ready to purchase a home from them.
[Provide details of why you are not satisfied with this resolution.]
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.
[Provide details of why you are not satisfied with this resolution.]
Ok.further action will be taken. Just to let you know,you said we did not do what we are suppose to, thats why we didnt close on the house.Well,right after I stop receiving calls and emails from you thief's , I went to another builder in [redacted].I just closed on my new home. This home is 2700 sq ft ( CR 2385 ), 10 total rooms , large lot 9300 Sq ft total.Granite, wood blinds, crown molding, no back neighbors. We didnt have to pay $4000 for that either.So thank you CastleRock. Too funny, you are selling that house for $225,000.... Its worth only $203,000 after upgrades. Now I see you reduced it to $217,000.[redacted]
Regards,
It is great to hear you benefited from [redacted] credit repair efforts.No one doubted your ability to close if you chose to do what was necessary.We are pleased it worked out for you and you found a better home for less money.Happy Thanksgiving!
Your contact information will be forwarded to [redacted] engineering. They will provide you with their costs and availability.
Got it.