Complaints

This profile includes complaints for Castlerock Communities L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Castlerock Communities L.P.

  2401 Fountain View Dr Ste 215 Houston, TX 77057-4804

  
• 

  Castlerock Communities L.P.

  7670 Woodway Dr Ste 300 Houston, TX 77063-1520

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted to buy a property with castlerock builder , pearland for a home in ****************** and paid ******* money of $2000 on Oct 30 2024. The builder recommended me to use they preferred lender ********* to get 10 year warranty on the home or else they advised that I will get only 6 year warranty. I was in ******* that time and agreed to close the mortgage on December 30 2024 under my wife , **** ****** per the contract. I made all moving arrangements for relocation and 2 days back the lender reported that the closing will be postponed due to invester issues. I had to move as per plan due to a new job and due to other arrangements made . I told the builder to cancel my contract and refund the ******* money since the closing delay is from their lender. I paid also for the appraisal and inspection. The builder is not responding to my emails and didnt refund yet. Please contact castlerock builder on my behalf for the settlement. Thanks *****

  Business Response

  Date: 02/13/2025

   

  We are disappointed that you were unable to close on your CastleRock home purchase pursuant to your written contract.
  While ********* is a preferred lender, and as such provides additional incentive to our clients,they are not owned  or operated by ***********
  Your loan terms and conditions are between you and your lender. CastleRock is not involved in your qualification for a loan.
  While your closing was delayed due to loan issues, ********* was still able to approve you and as such, your ******* money is nonrefundable as stated in your written contract with us.

   

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We built with CastleRock in ********** and it was a great process until we needed to make a warranty claim. We had been in our home for 6/7 months when water started leaking from our ceiling, onto our handrail, & down to the 1st floor. Turns out when they installed our Ac unit upstairs they failed to install the drip pan correctly so it had been draining out into the walls until finally it made it through our drywall. Castlerock denied any responsibility to repair damages. We have water damage to our ceiling, ceiling on 1st floor and bubbling on the trim due to water sitting and dripping. They sent someone out to repair it 2 guys showed up with plaster to cover it up and afterwards were going to send another guy to paint. They werent going to even bother to check if there was moisture trapped within the walls. We ended up getting a company to come out and do moisture readings which they did detect also realized some of the insulation was damp. Months later we are still waiting for CastleRock to do right by us. We arent the only ones that have had our issues dismissed. We have a year warranty on our NEW HOME. Do better! Take care of the people you sold homes to. Their construction manager is very dismissive and flat out told us to go through our homeowners insurance. Its NOT my fault your HVAC guy is incompetent. BEWARE building with this company. Join the neighborhood page and ask the homeowners questions about them versus what they tell you at the building office.

  Business Response

  Date: 10/29/2024

  In August the customer submitted a request for a leak in the ceiling of the home caused by **** condensation line backing up into the overflow pan and then out over the pan.  The **** contractor corrected the issue with the drain line and pan.  The Drywall contractor then went to the home to repair the sheetrock that was damaged, but the customer demanded that we replaced six full sheets of drywall.  We then explained that we would cut out and replace the water damaged areas only and the customer was not satisfied with this and asked the contractor to leave.  CastleRock has been in contact with the customer, explained how we would proceed with the repair and scheduled to meet with the homeowner and drywall contractor this Friday morning.

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we moved into our home after purchasing, our apartment lease was ending on the same day so either we sign or end up homeless, and of course we signed to get in. We noticed that the right side of the house was muddy and remained that way for quite some time indicating poor drainage and grading in general. With so much going on in our life at the time, we didn't submit a warranty request until recently as we are about to return to cold,rainly weather in the next few months. The warranty to get our yard grading done and improve drainage has been declined because it is not warrantable. DESPITE the face i have cameras installed, showing how we NEVER use that side of the house. They wont even get someone out here to take a look and determine if drainage is needed (which we 100% need). They will do everything to make sure you sign that paper and then decline to help you after the fact. This company is a scam. Once you sign those papers they will refuse to take care of you in the way they promised. DO NOT BUY FROM ***********. A ***** of mine lives down the street with a home they purchased from DR ****** and they instantly came out to fix their drainage issue. I have major buyers remorse now and i will make sure to never do business with Castlerock ever again. DO NOT BUY. THEY ARE SCAMMERS.

  Business Response

  Date: 08/16/2024

  We understand the clients concerns and will reach out to him and schedule to look at his yard. In previous conversations, the client indicated they were watering their yard 7 days a week. Our warranty *** recommended it be reduced to 2 as over watering can cause a multitude of issues for the grass, drainage and foundation. We would also note that a review of the warranty file shows no previous calls over drainage issues after 8 months in the home. We look forward to meeting and discussing the concerns.
  
  

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I want to be clear that i was NOT watering the yard 7 days a week. Again i can provide footage stored and saved on my local hard drive. The settings for the yard was set to go off at the SAME TIME 3 days per week, only ONCE a day. If all timers are set to go off at 1 specific time, typically they will override each other. This is pretty standard programming principles. After they came to inspect the sprinkler system, reducing 7 timers to just 1 timer changed nothing, and the issue with "over watering" was actually due to the neighbor's sprinklers being placed beyond their property line. The drainage issue i did not call until recently because life happens. By the time it begins to rain like crazy again, warranty will be done and in that case nothing will get resolved. They still haven't reached out to me to resolve this problem.
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/22/2024

  Our manager met with the client on Aug. 21, 2024 and we have agreed to do a topo survey to isolate any areas that may not have the proper fall for drainage.  If it does not, adjustments will be made.  If the survey confirms our visual assessment, no further action will be taken.  

  We confirmed with the client that there are no other outstanding issues or concerns with their home.  As always, our goal is to meet the terms of our represented warranty.  

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

  The topo survey returned with a failure and to meet somewhere in the middle i was promised that soil and new grass would be added to make up for it. We also agreed on fixing issues in my house regarded a stud that protrudes from the wall, splotches of paint all randomly scattered across our ceiling, and carpet padding inconsistencies would be ironed out. It is in progress but has not yet been completed.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 09/13/2024

  On 9/9 CastleRock Manager and Sheetrock Representative visited the home and met with the homeowner's girlfriend to assess what was needed to start repairs.  When we inquired about availability, he mentioned that he would be free starting this Wednesday 9/11.  Sheetrock repairs are scheduled to start on 9/14 and landscaper is scheduled for repairs on 9/17.  CastleRock has addressed the concerns with the homeowner and repairs are scheduled.  Should you have any other issues please reach out to our *************************** as we stand by our warranty program.  

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Retaining wall was damaged by builder and we have corner pops that go into the foundation.

  Business Response

  Date: 08/05/2024

  Our records indicate that the retaining wall was repaired and the client texted affirming the repairs. 

  The corner foundation 'pops" are typical of post tension foundations and are not warrantable. There is no structural significance to these and the superficial cracks are cosmetic only. 

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  well to start off the sales guy was very nice and very helpful that wasn't the problem it was the builder. when you get a new construction home you would like it to be built the way you want it. our request wasn't, not out of this world request. we wanted to change where the outlets where was told no everything we ask was no no, no I was like omg but. I questioned why and the answer was, "oh it won't be up to code, but if you pay to have one there it was ok, so I said let me see the code book, they didn't want me to see it. they didn't even want me to have a copy of the blueprints of my house that I am paying for. had to fight where the lights had to go and was met with that's the way it is. but when it was time to close, I was told a couple things that they would change for us make sure you get it in writhing because after we signed a waited a month, we message the builder to remind him, and he said he never said that, and I even called his supervisor and they said oh you have it in writing. i was so upset because he was calling us lairs just want to give everyone a heads up, please don't trust your builder get everything in writing

  Business Response

  Date: 06/14/2024

  We completely agree with the client...get it in writing. We state that in our contract in multiple locations to protect us as well as you.

  We are not a custom builder and we do limit changes and options to a what we are capable of managing. Our staff did the right thing by explaining our limitations.

  Blueprints do not come with the home, they are copyrighted and belong to CastleRock. No clients are entitled to the blueprints as part of the home purchase.

  We will send your "finish the home" request to our management team and ask that they reach out so we understand what is not complete. All our internal docs show

  the home was done and signed off on as complete. 

   

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

  yes it true castalrock is not a custom builder. But the only problem is that we were required to sign before the house was to be completed. Any  changes that you want you have to pay for Basically we gave the power to do whatever you wanted. But we expected things that will be right because costal rock is a  company. So my outlets are not centered where the tvs should go. And my kitchen outlets sideways they are not like a normal outlet dinner room light is not centered back light is really low bathroom light not centered so we expect to be right for the price we paid anybody would want their home to be right and have the company to make sure its right so bottom of the line these things are just examples they dont tell you before you sign so at the point  you have already passed the time line to back out you will lose your money unfortunately they s**** us and basically we ended accepting the only reason I am doing this complaint is because three hours before our closing day I had a final walk through and at the moment I spoke with the builder an if he would be able to move the gate to the other side and he said he would  do it but do it next year because he was going on vacation I thought he would keep his word and didnt and I didnt get it in writing and plus we were 3 hours from signing so that was my biggest mistake so now I am screwed this is my experience with castalrock dont get me wrong they are good builders but do not keep their word they are here to make money not for their customers 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/18/2024

  The gate placement is on the non AC condenser side of the home. Placing the gate on the other side will not allow a lawnmower to pass through without taking through the home. 

  Gates are always placed on this side and relocating a gate after the home is complete is not an option.  

  Castlerock did a great job building your home and outlets are placed according to plan and to code (as is may vary slightly from plans). 

  We have discussed verbal promises with our team and all confirm that they did not agree to relocate the gate but do confirm the client asked.

  We are sorry we are disappointed with your experience despite our teams efforts to communicate clearly and to timely deliver your new home. 

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dream home was priced for us at $667,000. With buying a home safety should be a top priority. Builder did not think that was of importance. My husband and I gave our earnest money of $3,000 on the 4th of February to the sales associate (Emily) at the model home and our realtor was present. The contract was not ready at the time, so we did not receive the builder's contract until the 6th through DocuSign. My husband and I did not sign the contract until the 11th of February. We had an inspector come out to look at the home on the 18th of February and he found 41 things wrong with the home. Besides having a gas leak and the outside electrical panel box having areas of arcing as a result the inspector had to pull out certain fuses for safety. What became the main problem for us was the unsafe banister. The inspector said to my husband and I that, "the banister is unsafe and that he wouldn't let anyone of his loved ones especially his children go near a banister in that condition". We have three children. I was afraid of someone or a guest getting hurt one day. My biggest concern was my husband. He is a disabled veteran, and he has had surgeries on his knees due to being hurt in the military and he is under the care of the V.A. currently. It would be terribly dangerous for him for the banister to collapsed. Could be the death of someone or at the least broken bones. I tried to give the builder a chance to fix it. So, when we had the blue tape walk on the 22nd of February the builder (Jon) said he was not touching the banister due to having to redo it and that it would mess up the grand entrance of the home. How can you not care about your customers safety. On the 25th of February my husband and I went in person to the model home spoke with Emily and pulled out due to safety concerns and she admitted the banister does move/gives. I have recorded audio proof of all of it. I can email it. Emily documented and lied and said we had a change of heart, but that is not true.

  Business Response

  Date: 04/22/2024

  The handrail and balusters were installed by IronWood. They install hundreds of stair railings every year in multiple markets.

  When noted on the client's inspection report, we had the installer's tech come back out and ensure the installation was to specifications and to code. 

  The handrails were subsequently inspected by a code certified inspector and verified to be installed correctly.

  The home was purchased by another buyer who had their own independent inspection done and no notation was made by the inspector in regards to any safety issue with the railings.

  In summary, the railings were installed properly, verified by the installation tech, and supported by two separate third party code inspectors. The home was closed and is inhabited by a family with children with no concerns.

  We understand this client felt differently, however there is no factual support for claim and CastleRock did everything necessary to ensure the railing was correct.

  Failure to close on the home is a breach of contract and the client agreed that earnest money was non refundable.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  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.  
  
  To whom it may concern,

  I am not satisfied with your decision.  It is not my concern that you had someone come out and inspect the banister after the fact or that the new homeowners did the same.  I am going by what my licensed inspector found within the home at the time my husband and I were working towards purchasing the home.  I have a right to a refund.  As a company, you nor your staff did not try to make the situation right with us.  You just sold it to the next person in line that would buy it, in its condition.  You stated that, the new family living there has been fine as far as safety with the banister; but just to keep in mind which I'm sure you know that they just moved in this month.  My standards on safety and someone else's may look entirely different.  I personally, along with my husband do not cut corner's when it comes to our children's safety including our own.  You may be in the business of only caring about quantity, but we care about quality.  The contract that we signed with your company has a clause in there for getting out for a safety issue and we fall under that clause, and it was also conferred to us through our lawyer after he combed through the contract as well.  My lawyer contacted your company by certified mail with a demand letter, and in return your company responded with a letter saying that the problems were all taken care of and fixed. 

  Now, you are saying that you had an inspector come out and check things out and everything with your inspector and the new resident's inspector has check out with the banister and everything is fine.  So, which is it?  My husband and I only want you to do the right thing and refund our earnest money.  I am trying to be peaceful about it, but if we must the next step is to go to court and present our argument before a judge and see if they agree if our claims are valid.  As I stated in my complaint prior, I have audio evidence of Emily saying that the banister DOES move and days prior to my husband and I backing out for safety reasons; my realtor called Emily to see if there was anything that could be done or worked out and Emily spoke with Jon/John according to her, to see if there was anything that could be done and he refused.  In-addition, there was never a phone call from Castlerock management or anyone else trying to make things right so that we could continue with the buying process.  The home has been sold to another buyer, it's only right that we receive a refund of our $3,000.  If you would like to talk about the situation, my husband and I are willing.  We are also willing to allow you to listen to the audio of my husband and I having a conversation at the model home with Emily; the day we made it official and backed out for safety reasons.   My husband and I are still looking for the right home.  Between Castlerock Communities, Emily and Jon/John, and how my husband and I have been treated with such greed, dishonesty and disrespect; your homes will most definitely be at the bottom of our list and that's unfortunate because it did not have to be this way.  My husband has a saying, "it's a choice."

  
  
  Regards,

  Mr. and Mrs. ****
  
  
   

  
  

  Business Response

  Date: 04/30/2024

  We respect your right to make a choice. We respect your right to your opinion of what you feel is not safe. However, our contract calls for us to build and deliver a home to code and to the specifications and features represented, which we did.

  We verified the quality of installation after your inspector noted it.  It had already passed a code certified inspector's final.  Based on the installer inspecting and a code inspector passing the installation, we informed you that no further action would be taken

  regarding the banister.  Your choice to walk away from the purchase is your right, it is also a breach of contract. We have a choice to enforce our contract with our clients and we choose to do so.  Every client expects us to honor our agreements 

  if we are in breach. We think that is fair and our responsibility.  There is a tendency to be more forgiving when the client is in breach. 

  Again, the only reason we commented on the next buyer (and current homeowner) is that they also hired their own licensed inspector, as you did.  His report does not note the banister as an issue. This serves as additional third party confirmation that the banister was indeed installed correctly and performing as intended.  Given our liability should a banister fail, we would never close a home knowing that there was a clear safety issue. 

  We appreciate you recognizing that we offer an excellent home at a fair price and regret that we were not able to meet your expectations at the very end. 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  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 do not agree with what you have said.  The statement you wrote in your last reply, "When noted on the client's inspection report, we had the installer's tech come back out and ensure the installation was to specifications and to code."  This is not true, to my knowledge and also irrelevant.  But, I nor my husband was never shown by the builder or anyone else what you are claiming; that it was noted on our inspection report.  The builder flat out said that he was not going to fix the banister and that was the end of it for Jon (the builder).  Anyhow, I am demanding a refund because this is right and fair to my claims.  It is none of my concern what inspections you have had before or after or what the current owner has had as you stated in your previous response.  I can only go by what my licensed inspector that I hired said and he will stand on his findings and attest to it if need be.  Once again, I would kindly like a refund of my $3,000 and I will not stop until the right thing is done by myself and my family.  Also, the Veterans Administration will also here about this as well.
  
  Regards,

  Deanna ****
  
  
   

  
  

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been asking Castlerock to fix the sloping/drainage issue on the side of my house since I moved in and they have done nothing.I was told they would only fix the issue if 2 inch deep water stayed for a week.My yard doesn’t have two inch holes.Another time they said they couldn’t do anything because it was my neighbors fault for overwatering and I should talk to the neighbors.It wasn’t the neighbors.Another time I was told that it was totally normal which is not true. I have spent a lot of money to buy sod and swamp grass seeds but nothing grows well there since the drainage issues make it muddy all year round. Algae and mold grow there.It’s gotten to a point that I don’t believe Castlerock cares for homeowners and their families.It is a health and safety hazard which I have told them but they don’t care and give me inconsistent excuses.Standing water brings mosquitos which brings disease.It’s also a safety issue.I’m writing this complaint today and asking Castlerock to fix the yard sloping/improper drainage issues because my 79 year old father slipped on the mud and fell on his hip and neck and cracked his neck and I’m just done with the excuses. They are negligent and their warranty process puts people at risk. I don’t know if my dad will be ok. Now I know Castlerock is going to write back to this complaint saying they are sorry my dad got hurt and it’s my fault and not their fault because of some other reason they have no control over but honestly I have told them about this issue since the very beginning of me moving there and I get excuses, inaction, being gaslit, and now my dad is hurt. I just need Castlerock to grow a conscience, think about how they would feel and fix the issue finally so my kids and no one else gets hurt. When you buy a new home it shouldn’t be like this. I didn’t want to buy a swamp.If you are considering buying a home from Castlerock don't- they don’t care about your family, safety and will just give excuses as to why they can’t help.

  Business Response

  Date: 03/25/2024

  We have asked our local management team to come by and assess the current drainage on the property. Our warranty records indicate that we have addressed broken sprinkler line and confirmed adequate drainage slope.

  We will have someone by this week to re-assess. 

  Customer Answer

  Date: 03/31/2024

  Better Business Bureau:
  
  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. 
  

  No one has contacted me at all. I cannot resolve the complaint until a professional landscaper, someone familiar with city code, and someone who is trained and knowledgeable with my concerns come to actually measure and inspect the gradient and sloping of my yard which will show that it is not meeting code and a health and safety hazard. Simply eye balling it isn’t adequate because the mold and algae growing there indicate a problem. Please review city code or simply perform a Google search on what the indicators are of improper sloping.  
  Regards,
  
  laura
  
   

  
  

  Business Response

  Date: 04/14/2024

  Our team has already met with the client and provided in writing, our plan to address the areas of concern. 

  We expect this to resolve the complaint.

  Customer Answer

  Date: 05/06/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/16/2023 I entered into a purchase agreement with CastleRock Communities for a new build home. I paid $5,000 in ******* money. The contract stated under both the contract itself and a contingency clause that I had to sell my home by a certain date. If I did not sell my home by that date, my ******* money would be refunded to me. I was never able to sell my home by that date, and when I came back to ask for my money back, I was contacted by the Vice President of Sale with CastleRock whom stated he was the President of Sales. He started out by verbally accosting me over a separate issue unrelated to the contract at hand. He stated flat out he would not refund the ******* money to me. When I quoted both the contract and contingency clause to him, he asked me when did I inform the sales agent of the termination of the contract. I pointed out to him the contract has its own termination date set in the contract, and he refuted me by saying he wasnt going to argue with me or refund my money. Which is wild because then why take the time to call me to address an issue with the home. This person was highly unprofessional, would not provide his name, the name of his supervisor, or the name of anyone else that could have a conversation. He spent the whole time stating he wasnt going to argue with me, but spent the whole time arguing. CastleRock Communities has no intention of abiding by its contract terms and conditions. Instead they made false overtures about how they were entitled to keep my money due to me keeping the home off the market, yet they relisted the home on *** while supposedly under contract with me. The very same contract they say was never terminated, yet clearly lays out a termination. I want to be contact by anyone but this VP or P of sales who has absolutely no communication or customer service skills to explain to me in detail how they are going to go about refunding the ******* money or making this right.

  Business Response

  Date: 02/08/2024

   

   

   

   

   

  We have researched the factual background of this complaint and responded accordingly:

  Mr.******* purchased 1510 ********* **. on 9-16-2023 under our Contingency Sales Agreement Under Construction addendum with a date of 10-25-2023 to sell his current home located at *************************************************************. After his sale date had come and gone, Mr. ******* continued to communicate with **** ****** he wanted to purchase our home. On January 9th, 2024 Mr. ******* sold his current home in ****, ** (TREC CONTRACT VERIFIED) and ordered a home inspection for our home. Mr. ******* needed additional incentives to close on our home due to the reduced amount he was receiving on the sale of his home, we agreed and revised the Purchase Agreement on our home 1-19-2024, which he signed (Can Provide with personal info redacted), this revised Purchase Agreement no longer included the Contingency Sales Agreement Under Construction addendum.

  
  The 3rd party inspection was done 1-19-2024 (can provide 3rd party inspection report) and the inspector suggested that the home appeared to have movement and that he believed it was beyond normal, and recommended contacting a professional engineer. We had ****** do a Forensic Investigation (can provide) and they concluded the foundation was performing as intended.
  
  On 2-7-2024 **** ****** sent Mr. ******* the Arcxis Forensic Investigation via email and Mr. ******* replied he never questioned if the foundation had failed (see attached email), it was the condition of the foundation as to why he was terminating the purchase, failure to maintain the land around the home, etc.,if this was the case, why did he wait 19 days to tell us when he knew we were having Arcxis do an investigation.
  
  **** ****** informed Mr. ******* he would not be refunding his ******* money and he wanted to speak with someone else. Our Division President reached out to Mr. ******* immediately. He wanted to know why we were not going to refund his ******* money and the ** explained why the money was not refundable.  He maintained the agreement expired 10-25-2023.
  
  CastleRock has performed as we should and have gone above and beyond to address his concerns and needs to close on our home, Mr.  **** ****** gave Mr. ******* the proper expectations.  Per the contract language on the sale of his home, it appears that Mr. ******* found another home and this is the real reason he is not closing. Mr. ******* is in breach of contract as the extension of the original contract removed the contingency clause. 

  Business Response

  Date: 02/09/2024

  The Division President for Dallas is happy to reach out again and explain your contractual terms and the timing.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  The business has already reached out which led to this complaint. After reaching out and complaining, they responded back and claim the contract and terms changed by a single signature on 1/19/24. The explanation was this signature voided the first contract and assigned a second contract without contingency. No further explanation is necessary as the company lacks all ethics in the matter. The companys reputation speaks for itself. They claim a single signature was good enough to change the contract but sent 7 notifications after 1/19 claiming only one signature was not good enough to move forward on purchase of the home. So they cling to one to keep money, but need two to sell the home. They failed to remedy the situation within 7 days and further within 15 days of notification per their own documents. They sent a notification of cancellation several weeks afterwards and refuse to refund the money. Further they reach out on here not to discuss personnel issues, but the supposed contract issues, which they dont recognize in the first place, over two months later. An issue theyve already addressed and dont stand behind except to keep money. I dont need to hear from the business further. Either refund the money or dont. 
  

  Business Response

  Date: 04/08/2024

  No refund is due pursuant to the contract.  Therefore as previously communicated, the client breached their contract and is subject to liquidated damages.

  Enforcing contractual terms is not dishonest, it is good business. The client expects us to provide the home on the terms they agreed to and as such, the business certainly has the right to do the same.

   

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  The company fails to honor the original contract and refund the money under those terms. it hides behind a second contract for holding money but would not sell the home without a second signature. All readers can see the respondent ignoring and not addressing the 7 separate notifications from its own sells agent and written/verbal communication from the sells agent saying they need a second signature to move forward. They further attempted to sell a damaged property. They were asked to fix the property and failed to do so within both the contractual 7 day and 15 day timeline as laid out in the contract. They waited over two weeks to address the core issue of inspecting the foundation and still made no other repairs. No one in their right mind would move forward with a company that fails to honor its own agreements. A damaged product from a dishonest company with a 0.9 heaving foundation according to their own in-house structural engineer. They claim its within tolerance but hide the whole of the report for independent review. They claim contractual breach but dont honor the contract themselves. They were told to repair the property and maintain its integrity. It continued to degrade and multiple windows separated further. The garage was lifting with its crack extending into the driveway after going the whole length of the 21+  garage. Anyone walking in could catch their shoe on it in multiple places.This is as simple as it can be. The company expects its buyers to follow through and purchase  subpar work and accept tolerances without repair. I can only imagine the nightmare associated with attempting to file any warranty claims with this company. Buyer beware, pay attention to the other complaints and internet reviews. 
  

  Business Response

  Date: 04/26/2024

  We understand the client's frustration and respect their attempt to re-frame the contract and terms. 

  We find this is common when a client breaches a contract, loses their deposit, and wants to make an attempt to be refunded. 

  There is nothing wrong with the foundation and the client's position is a subjective opinion not supported by any facts or licensed engineer.

  We are not dishonest, we do honor our contracts, and we appreciate when our clients reciprocate. 

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Oh how this company continues to attempt to rewrite the narrative. The home was damaged and they refused to repair it to satisfy my needs after telling me to accept a lower offer on the sale of my house by $20,000. They said they would then give me $20,000 in addition, but the moment I tell them they need to ensure the home is like new quality they balk. The homes damage was never repaired. This is a choice by this company to refuse to return money after a dispute has arisen. The company clearly ignores everything including any potential clients. They claim their person who did the inspection on the home is a licensed engineer, but refuse to release the report to be independently reviewed. They even claim that I dont have a licensed engineer report but that is because they refused entry to the property and told my realtor dont bother to send anyone. They lack ethics on the matter and accuse me of breaching the contract. The bottom line is I refuse to buy a damaged piece of property for ******* which to this day still sits unsold. They fail to mention here that they continued to try to sell it out from underneath me but somehow Im attempting to hold them hostage over the situation. Their assumptions are laughable as are their attempts to make any reader think otherwise. You dont get to below 2 stars on the BBB or other review programs by having a stellar reputation and everyone just picking on you. They continue to ignore what was previously said. Either refund the money or dont. The statement has already been made, but their ego continues to get in the way. This is the same ego theyll use to tell you, Im not refunding youre money. Then call back and beg for me to come back to buy the home to the tune of 7 notifications to sign an additional purchase agreement twice. The seller can make a choice, its up to them. $5,000 is what this is all over. Yet hear they are saying Im not doing something because they wont do something. This isnt even me attempting to get my money back. Have we gone to court? No. Have we gone to arbitration? No. This company knows the juice isnt worth the squeeze, thats why their arrogance is on display here and will continue to be on display for all to see. Assuming Im frustrated for their lack of ethics is because they dont care about the client, ignore what is said, and think they are always right. The seller sent me notification in writing that they were cancelling the contract over a month later, but again ignore the statement of termination below where they say theyll return the money because in their words its their choice on what to do. 
   
  

  b) Anything contained herein to the contrary notwithstanding, in
  the event that a bona fide dispute shall arise between Seller and
  Purchaser before the Closing, including but not limited to
  boundaries, consideration, construction of improvements, or any
  other matter relating to this Agreement, and if such bona fide
  dispute cannot in good faith be resolved to the satisfaction of
  both parties within seven (7) days after such dispute has arisen,
  and prior to Closing, the Seller shall have the exclusive right upon
  written notice (via fax, email or first class mail, hand delivery or
  overnight delivery such as Fed Ex) to Purchaser, to unilaterally
  terminate this Agreement and return the ******* Money, any
  Additional ******* Money and other payments as the only
  consideration (without interest) to Purchaser, whereupon neither
  party shall have any further rights or obligations under this
  Agreement and no cause of action shall accrue on behalf of
  Purchaser because of such termination.
  (c) Circumstances where the amount in controversy exceeds one
  percent (1%) of the purchase price of the home shall be
  considered as a bona fide dispute.

  
  

  Business Response

  Date: 05/07/2024

  The client breached their contract. All items noted by the client's inspector were addressed. An engineer was engaged to inspect the foundation due to the inspectors note of concern. 

  The inspector hired by the buyer is not qualified nor does he have the information necessary to determine whether a foundation is performing as designed.

  CastleRock did have an engineer inspect and evaluate the foundation and that report was provided to the buyer. 

  CastleRock was motivated to sell the home and made every effort to keep the buyer under contract and to get him to perform. This did include multiple outreach efforts. 

  The buyer has a choice and opted to breach.  The home was built properly and to code.  The contract is  clear that ******* money is non refundable for a breach and CastleRock enforced this provision.

  Expecting a client to honor their contract is not ego. If things were reversed and the builder decided the buyer did not meet our expectations (for whatever subjective reason) and we refused to honor our agreement, the client would most definitely expect us to sell and close the home in accordance with our written agreement. 

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  

  The company finally admits they refuse entry to the building to provide a third party independent inspection. The property was not maintained nor was it kept up to code. Several code violations were noted by a **** inspector and further they refused entry for a licensed engineer to inspect the property. They believe they are entitled to ******* money, but ignore the entire line of a monetary dispute that was brought to their attention. They ignored the dispute process and instead called to harass me over why I wouldnt accept their excuses. Now their attitude shows in the most extreme in writing here for all to see. This is the CastleRock all can expect. When it doesnt go their way, they become aggressive and outlandish. When they were told the foundation needed to be repaired and all items remedied they cancelled the contract a month later after attempting to prove that nothing was wrong with the property and I quote **** ****** here, We dont have to do anything because its within tolerances. Their own licensed engineer even states in the document that its not the whole report nor will it be provided and that movement of the foundation is normal. For all to know a failure of a foundation according to the **************************** is 1.0. That corner provided in previous documentation shows a 0.9. It shows the entire property heaving inwards. Less than a year of movement will put that foundation into failure territory and theyll claim just like they did with me, its the movement of the earth and not covered under warranty. Now more dishonest is the crack extending all 22 feet of the garage out into the driveway of which a person can catch their shoe on. Within a year of building this is normal in their words. This is what makes the company dishonest. Their sales agent said multiple times theyd refund the money. They refused. They canceled the contract and now are being called to the carpet. Because theyd rather cancel than make things right. They were given an opportunity and failed to follow through. Gaslighting me and calling me frustrated over the failure of CastleRock to be better than their competition wont get you far. This is why their ego gets in the way and they keep coming back. It just keeps getting worse and worse and each time an issue is brought up here the company continues to ignore the evidence and facts. All to claim their position is right.
  
   

  
  

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a home from Castlerock and closed on the property on March 22nd of last year. They did include some estimated taxes in the closing but not near enough for what I'm being billed from the county. Our tax bill for 2023 was $679.27. Now, I'm a 100% disabled veteran and have that exemption applied to my property, and pay $0 in property taxes. We confirmed with the tax office that the time frame for that bill was from 01/01/23 to 03/21/23 during the time that Castlerock owned the property. I started contacting my local Castlerock rep in June to look into this. After sending multiple emails over the span of 6+ months, I finally received a response from Kim **** at their corporate office the day prior to the tax due date, who related that they had paid their portion and weren't responsible for that bill. So now it is late with a fee attached, $726.81, and we're getting the run around from Castlerock.

  Business Response

  Date: 02/01/2024

  CastleRock is responsible for our share of prorated taxes.  Since values are not posted by the taxing authorities at initial closing, we pay on current value and then pay our share once values are posted.  

  We will follow up on why there is a discrepancy in this case.  Clients are responsible for making their tax payments timely and any late fees are not CastleRock's responsibility. 

   

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I appreciate their timely response but I reject on the basis that they relate the late fee's are my responsibility due to the fact that I have been engaging Castlerock on this matter since June and did not get a response until the final due date of Jan 31st. I would have happily paid the portion that they credited during closing. But I'm not happy that I was ignored for 6+ months regarding this. I have emailed my local rep and stopped by the local office multiple times to get an answer. Not getting one until the final due date and then tell me that it is not their responsibility is unacceptable.
   
  

  Business Response

  Date: 02/02/2024

  We have agreed to pay the full amount due. That will be processed next week. Unfortunately, the information did not get to our corporate office until January and even then our staff determined that we had paid our correct amount of taxes. They did not comprehend the tax deduction due to your military status. We apologize for this oversight. 

  Customer Answer

  Date: 02/07/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  Thank you!
   
  

• Initial Complaint

  Date:11/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wife and I walked into a Castle Rock Communities builder office back in the August/September time frame. Was told build time was 5-7 months. We knew we needed to sale our current home, so thought in that time frame it could be done. Paid earnest money to be told at construction meeting build time was now like 2.5 months. Then when it came time for other construction meetings, Sherry, the sale rep we worked with became rude. Stating they make the schedules, not the customers, and informed us that if we do not make the meeting for pre dry wall, we would take where our options were put regardless if we paid for them or not. Not a customer oriented company by any means. See attached emails. My wife and I asked for less than a 24 hour reschedule, to which we were told no be there or accept the consequences.

  Business Response

  Date: 12/11/2023

  It is always unfortunate for both buyer and seller when a transaction fails to complete. 

  Client entered into a written contract for purchase. It lays out the conditions for both seller and buyer. 

  The buyer had a realtor on the transaction.  All parties were communicated with throughout the process.

  The buyer had the option to list their current home at any time and in fact, did not write the current contract "contingent" upon selling their current home. 

  The contract specifically addresses completion times and the need to have a game plan should the home be built faster or slower than current average experience. 

  The client (and or) their realtor delayed listing their current home. They were provided adequate notice of the progress of the new home, and when they were unable to close, they requested a 3-4 month extension.

  The builder cannot sit on a completed home for 4 months waiting on a client to be (potentially) ready to close.

  CastleRock has honored our contract and expect the clients to do the same. Loss of earnest money and option deposits are the written liquidated damages the buyer agreed to in the event they breached the contract. 

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  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 company states in their follow up that we asked for a 3-4 month extension, this was not the case. If they can provide that in writing that we asked for that, I will close this complaint. We never asked for an extension. I have provided my documentation in how they treated us, not being willing to adjust meetings to work with our schedules. 

  Obviously had we known that the build time was 3 months, we would not have went under contract knowing we still had to sale our current home. Their sales rep Sherry told us, and wish I had gotten this in writing at the time but lesson learned, build time was 5-7 months. This was told to us sometime in August. We went under contract, had to get our current home ready, and put it on the market as soon as we could. We thought we had more time, but this baiting us into the contract stressed us out and just added more anxiety to an already stressful process. 

  When we realized our current home was not going to sale in time, we cancelled the contract and signed per our part. Now per theirs, we should be owed this money back to us that we were baited into paying by being told by a sales rep the build times were no where near what they were actually. 

  I can provide our contract to BBB directly if necessary. 

  Overall this company is just taking money from people by having their sales reps lie, getting people under contract, then hitting them with build times that were no where near what was told to them. 

  Regards,