ComplaintsforNewcastle Homes, Inc.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our home last year in January. On the day of closing, we inspected the property and noticed a turbine at the top of the house was missing. We were told it would be replaced and it were. We later noticed it is not the same as the other one on the roof. We have called and emailed to have it replaced and no one has come out to do it. Also, when it rains or the wind blows too hard it sounds like someone is on the roof. There is a green tube looking device on our back yard that has not been moved by the builder. We were told it would be moved and that the yard would be fixed in the back. We have not received our 7 month paint refresh. The paint job in the master bathroom and master bedroom is not good quality. In the kitchen you can see the beams sticking out of the ceiling. Someone came out to look at the paint job and told us they would do it but that was over six months ago. The hot water takes over two minutes to get hot in the kitchen and the master bathroom. We have adjusted the hot water heater but they did not help. We just want everything corrected. We spent a lot of money on this new build but have gotten the run around from the builder and warranty manager. I can go on and on about the overall experience but I would like these issues corrected asap.

  Business response

  06/26/2024

  The project manager has met with the customer's husband to review and address the mentioned items. The turbine was in place, but dented.  It had previously replaced but was a different shade. The turbine will be replaced to match.
  
  The knocking sound is the flap covering the kitchen exhaust fan.  On very windy days, it will make noise.  The flap cannot be removed.
  
  The green tube is part of erosion control.  The neighboring builder did not allow access to the lot.  We now have access and the plan has been made to adjust the erosion control.
  
  The kitchen ceiling will be touched up as well as the master bedroom tray ceiling.
  
  All items discussed and agreed upon between builder and husband will be completed by the second week of July.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My family purchased a newly constructed home from Newcastle Homes in May of 2022. With this purchase, we were given a (1) year warranty to repair or replace issues that might come to light.We followed protocol for submitting warranty claims during the year and at the end of our (1) year as instructed. Our warranty claims have still NOT been addressed as of Jan. 17, ****. Examples: (1) Roof turbines were NOT attached at all and roof has leaked. It was "fixed" but roof continues to leak causing drywall in upstairs bedroom to buckle and crack.(2) The driveway had over 40 holes appear. After addressing it, Newcastle grouted the holes and instructed us to wait until our (1) year to have the rest fixed or drive replaced. We have now been told that Newcastle does NOT warranty any concrete work. They began the repair, but now refuse to fix it.(3) We had severe water runoff issues across our backyard. Water is around 6' across, 2' deep, and a ******* river after a rainstorm. Newcastle DID attempt to address the issue and cut a 3' deep and around 5' wide ditch through our backyard which dumped the water out at the bottom of our property. This water now feeds into the NATURAL ARTESIAN SPRING FED pond adjacent to our property. This runoff water should not be dumped into the natural pond and should be directed to a detention pond. This issue has gotten worse after Newcastle's attempt. The ditch they dug has now washed as it is not adequate for the amount of water. The limestone rocks have been crushed into small pebbles by the water and the ditch has eroded on both sides until now it is a hazard. It continues to wash deeper and deeper. The water then ponds at the end of our property and makes whole parts of our yard unusable. Up until this point, we have been patient and understanding. We now need help in getting our issues resolved. Be wary of purchasing from Newcastle homes. They promise a lot and do not come through on their commitments.

  Business response

  01/19/2024

  We are sorry to hear of the issues this homeowner is having with Newcastle Homes. As a reputable builder in *******, we also have a third-party warranty oversight by ******************************** that we pay for. If a homeowner is not happy with the way we handle an issue they can always reach out to R.W.C. to make sure we are doing the appropriate repair. We received a warranty request in May of 2023. We have made several attempts to get this resolved with homeowners and either didnt get a response from the homeowner or they had something come up right before our scheduled appointment. Newcastle Homes ******************* has set up an appointment for the Construction Operations Manager to meet with this homeowner next Monday 01/22/2024 @ 3pm in the afternoon.  He will check on these ongoing issues that the homeowner is having and get these resolved as soon as possible.

  1.) The roof leak has been repaired once already in October of 2023. We will look at this area on Monday to see what the issue is and how we can address it promptly.

  2.) Per our contract with all homeowners concrete cracks are not a warrantable item,however we try to help homeowners with these issues by offering a touch up on driveways or sidewalks that will fill the void. Our builder tried to offer this touchup the last time he was at the property, and the homeowner didnt approve the color of the patch. When we meet the homeowner on Monday, we will try to find a solution.

  3.) Drainage pathways are designed by an engineer when we start the neighborhood. We rely on our engineers to know the existing terrain and to design these pathways to work with the lay of the land. Before moving in the homeowner inspects the drainage with the Builder and approves it. It is explained and understood that maintaining this is their responsibility after closing. Nevertheless, we will monitor this through several rain events and see if there is something that can be done to help.

  Thank you,
  
  *****************
  Construction Operations Manager
  Newcastle Homes, LLC

  Customer response

  01/19/2024

   
  Complaint: 21159128
  
  I am rejecting this response because: these are outright lies. 

  1) we have never met or talked with **** and to our knowledge, he has never been to our home. 

  2) roof was repaired but it STILL leaking. 

  3) newcastle previously attempted to fix our driveway with the appropriate color. When were told when the associate, *****, came by to do the roof that he could fix the drive but the patches would be a different color. We told him that was not acceptable and we wanted the repairs that had been started to be completed in the same shade. 

  4) there was no ditch in our backyard when we moved in. No one had lived there and no one knew there was an issue until the first rain when it flooded our yard and the actual neighborhood street.  We emailed videos and photos to Newcastle warranty.  Newcastle hired people to come put the ditch in and the repair is not working.  I expect them to make "their" engineers plan actually work.  

  *****, at Newcastle did reach out to me on Wednesday to schedule a meeting with someone to come to our home and see about these issues. I truly hope they intend to make these things right. 

   

  Sincerely,
  
  *************************

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