Top Homebuilder Ratings & Reviews

Newcastle Homes

Old Cahaba

90 Homeowner Reviews Completed Jan 2020 - Apr 2021

Overall Satisfaction

4.3
Customers' overall satisfaction
4.2
Rating of homeowners' willingness to recommend this builder

PERFORMANCE RATINGS

Purchase Experience

4.7

Home Personalization Experience

4.6

Lender Experience

4.9

Construction Experience

4.5

Customer Care Experience

4.7

Home Readiness

4.3

Installation & Workmanship

4.3

Community Profile

At Newcastle Homes we strive to make a difference in the lives of our clients by developing personal relationships with our homebuyers and building carefully crafted homes in thoughtfully planned communities. We approach each home and community with a discerning vision, ensuring we select locations and cutting edge home designs that fit our homebuyers’ lifestyles.

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MOST RECENT HOME OWNERS' VERBATIM COMMENTS - All
Purchase Experience Testimonials from Real Homebuyers

Helena, on Feb 12, 2021

Rushed through our walk through could have found some of the things that needed work before we moved in such as the crack in our tub that they only patched and didn't fully replace the tub or warranty the patch will most likely have to replace the tub in 5 years or less were told. Very frustrating. Just now having issues with our master shower they caulked it improperly so it doesn't drain the way it should (water stays in the weeping holes not drying out all the way and growing mold and mildew in the door and under the shower door) so now we will have to redo all the caulking around the shower door.

3.3
Verified Homeowner
Helena, AL, on Feb 23, 2021

The process was extremely easy. The builder fixed most if not all of our concerns during our walk-thru. After 30 days of living in our house we noticed a few issues which was to be expected. The Builder and the warranty department worked to resolve all of our issues once again.

4.8
Verified Homeowner
Helena, on Apr 12, 2021

They are prompt and address the problem

4.7
Verified Homeowner
Helena, on Jan 19, 2021

[name removed] has always responded very quickly to my inquiries about issues with the house.

4.5
Verified Homeowner
Helena, AL, on Feb 22, 2021

We loved the hands on experience with the contractor and design team

4.6
Verified Homeowner
Helena, on Apr 12, 2021

Overall it’s been a good experience.

4.8
Verified Homeowner
Helena, on Nov 13, 2020

Everyone is friendly and accommodating.

4.9
Verified Homeowner
Helena, AL, on Feb 21, 2021

My dislike was out of Newcastle's control.

4.9
Verified Homeowner
Helena, on Mar 26, 2021

The best is I really haven’t had any!

5.0
Verified Homeowner
Helena, on Nov 04, 2020

[name removed] impressed with my floor color. It’s not what I would have chosen. It shows everything. There are a few areas that don’t feel like they are clued down good not sure how long it will last. I feel the garage doors are very cheap. I have had several issues with it and it still doesn’t sounds really smooth. I am assuming it can’t get quieter.

3.9
Verified Homeowner
Helena, on Jan 09, 2021

Overall, pretty good.

5.0
Verified Homeowner
Helena, AL, on Jan 22, 2021

Overall, the building experience was somewhat pleasant, and we enjoyed watching the house come to life. To be honest there were just only a few situations that we wish would have went better. A few things that we did not like during this experience were the timing for some of the meetings for the inspections and closings. My wife is a teacher, and it was difficult for her to attend a lot of the meetings. One was the walk thru where we were supposed to confirm wiring locations and etc. Since my wife could not physically be there, I did a video conference call to try and explain things as we walked thru the framing. During this meeting, when my realtor and I arrived we found the surround system wiring was already done and that we could not change it. I said that was supposed to be confirmed during this meeting and was told since it was already done it could not be changed and I would have to pay if I wanted it move. Also, during this meeting we discussed placement of the ethernet cables. As I mentioned my wife was trying to gauge the layout of the room via a video call and there was one room where she was not sure about the placement of the cables based on what she could see. We left the location as it was on the print for the time being and I brought my wife back the next morning and showed her all the locations including the one she was not sure about. Once she was able to physically walk thru and see the wiring, we determined it would need to be moved. Since we had just did the walk thru the day before, we reached out to see if the location could have moved before the wiring started. It was several days before we received a response to the original request and follow up requests. When we did receive the response, I believe it was the day after the wiring was done and was told there was nothing that could be done. The next situation involves the Ethernet cable installation. Instead of the Ethernet connections, there were telephone jacks installed. Also, with Ethernet cables they should terminate inside the house, while these were running to the outside of the house. The last situation we noticed after moving in was the appearance and finish of the bottom of the various door frames and some moldings. The bottom of the door frames appears as if they were ripped with jagged edges instead of clean cuts that would be expected with a new home. As I mentioned in the beginning, we truly enjoyed seeing the house come to life during the build process. Even with the issues mentioned above, we would recommend to family and friends to build with [name removed] Castle. (just will give them a checklist of things to look for ??) My mother in law is even considering one of the new construction homes on our street.

4.7
Verified Homeowner
Helena, on Jul 13, 2020

I dislike the window of time between closing and the final walk. When we got back from closing our house was not clean or touched up on paint or drywall. The blue tape was simply pulled.

4.0
Verified Homeowner
Helena, on Dec 24, 2020

If I have filed a claimed, New Castle reacted and took care of what ever they we ask to do. I have been very pleased.

4.7
Verified Homeowner
Helena, AL, on Jan 21, 2021

From contract through move-in was great. Three days after moving I started to have electrical problems. I only have lights on one side of my home. I have file a warranty claim and it is yet to be repaired. I have a new home without lights. This is awful.

4.8
Verified Homeowner
Helena, on Jun 09, 2020

Everything that we have asked [name removed] to correct, he has been prompt to fix.

4.6
Verified Homeowner
Helena, on Dec 19, 2020

Newcastle has been very responsive to issues or inquiries and has resolved everything that has been brought to their attention.

4.6
Verified Homeowner
Helena, AL, on Jan 14, 2021

We had gone through the homebuilding process once before, but got in on the design phase. Since this was a spec home, we got in on the house too late to make many changes, but the most critical adjustment to the house (natural gas stove) was accommodated and was very appreciated! I was very impressed with the communication from Newcastle, especially [name removed], sending regular updates and asking questions along the way. She made us feel secure and reduced a lot of our stress. Especially when we had to change mortgage lenders late in the process. She guided us every step of the way and helped make sure we secured this amazing home. In terms of dislikes... I got nothing. Newcastle was awesome, and I already encouraged a coworker in the market for a home to put a deposit down on a home in another neighborhood. She did, and her and her husband are moving into theirs sometime early-Spring.

4.9
Verified Homeowner
Helena, on May 24, 2020

Newcastle created a community that's friendly, safe, easy to get around and looks beautiful. After the sale, they fix any minor details quickly. Everything works as expected.

4.6
Verified Homeowner
Helena, on Dec 04, 2020

So far I have had 3 warranty claims. I did have to reach out for a following up on the last claim because I did not receive any response. I waiting a week to hear from warranty before I followup.

4.0
Verified Homeowner
Helena, AL, on Dec 21, 2020

I loved everything about the purchase. I was always updated on everything that transpired with my home.

4.7
Verified Homeowner
Helena, on May 17, 2020

Very responsive when I need something done to the house. My one year is coming up and I will be putting my list together for some touch ups and minor corrections but I expect they will do a good job and continue my good experience choosing a Newcastle home.

4.8
Verified Homeowner
Helena, AL, on Dec 01, 2020

Everything was great

4.7
Verified Homeowner
Helena, on Dec 02, 2020

We've had to go to warranty a few times and not only were they responsive they also followed up with us a few times instead of us always having to ask them for updates. This is wonderful!

5.0
Verified Homeowner
Helena, on Apr 04, 2020

The customer service through the entire process to include buying, moving in and the warranty process.

4.7
Verified Homeowner
Helena, on Nov 11, 2020

This has truly been one of the worst customer service experiences of my life. I shall say that New Castle has Piss Poor Customer Service or it s better yet none existent when it comes to following through with homeowners. November 9, 2020 I saw [name removed] at one of the houses and asked him if there was any possibility that pressure tests on the two houses being built would have something to do with my plumbing because I started smelling a sulfur smell this morning from my bathroom when I woke up and he said no. Around 7:30pm my toilet started gurgling really bad. This has been maybe two other times within the last couple of days. The toilet backed up and I tried to plunger it and it would not go down. Upon plungering the toilet, feces started to come up in my tub. I called the emergency line at 7:48pm and spoke to [name removed] and informed him of what happened and he said, "Oh Lord, let me call someone for you right now". I never heard from [name removed] again so I called back at 9:59pm, but did not receive an answer. Feces was now in my shower as well. November 10, 2020 I called the emergency line again at 08:10am and did not get an answer. I called [name removed] and she said she would call to the office for me. When I called her back because I had not received a phone call from anyone, she asked me if I had submitted a warranty and I had not. 10:21submitted warranty 10:45 received an email from [name removed] saying that the warranty had been received an saying that she had emailed the plumbers to see how soon they can come out! I had a plumber come out at 1:30 after not hearing anything from Newcastle for basically 8 hours last night and again 3 hours today. This is piss poor customer service. Who knew that owning a brand new house would be so difficult. I have to choose the type of toilet paper I use because the plumber said that the toilets in the house are so cheap and doesn't do a great job at moving toilet paper. He also asked me to take him to the garage to show him where the emergency shut off was located and I told him that it wasn't in the garage, but in the pantry. He said that the access door should not be located in the pantry, but in the garage next to the toilet cleanout. Here is it again, I asked [name removed] when this house was being built why was the door to the emergency water shut off not located in the garage like in the two Norwood plans that I had visited and he said that in the pantry was where the inspectors told them to place it. My neighbors two doors down have the door in their pantry as well. However, [name removed] also told me that the only way I can get the door put in the garage was to have the concrete in my garage floor ripped up. Wow, the plumber just that a door just needs to be placed in the garage. However, the so called inspectors are just doing whatever, because now the [name removed] located across from the model home now has the access door in the garage again. I did not receive a phone call from your office at all today regarding the plumbing issue, but [name removed] pulls up and speaks to the plumber whom I hired because I was tired of not hearing from your company. The same plumber that [name removed] or someone from the main office called as well, but still no one called me. I don't care what was going on I deserved a phone call to have someone come out and check to see what was going on. Even if a plumber were to say that this was caused by my house and I would have to pay for it. Your employees didn't know what was going on and decided to let feces fester in my house for 18 hours which is UNSAT. Your company didn't follow through, but I am not surprised, because they don't follow through on anything unless you constantly contact them. The only persons that I have not had issues following through have been [name removed] and [name removed]. Here it is months later and I still have not had anyone fix my wall on the stairs to correct it and paint it. Nor has the moulding on door to the linen closet been fixed and the ceiling has not been painted around the smoke detector where the water leaked from the cracked tub that was installed. A worker came over to assess the items that needed to be painted, said he would send his guys back after lunch and that has been over a month ago and no one has been back. I have called to the office and left messages for [name removed] to give me a call and nothing. The water is still pooling on the side of my house where the air conditioning condensation line drains even after gravel was placed there. I told [name removed] and he said that basically all that can be done is to place a PVC pipe there to drain onto the driveway which will cause my driveway to turn green from constant water flowing onto it. It is a constant mud pit over there. Once again, if you something is flawed with your design process, fix it before it becomes an issue. If a French drain can stop this from occurring at buyers homes, fix it. Once you have spent $350K on a house, who wants to go spend more money on things that should already been rectified in design and planning. Your company does not follow through with anything on it's own. Another thing, please have your workers pick up trash daily. It is very frustrating to have to constantly go outside and have to clean up trash that has flown in my yard from your workers/contractors. Your building houses and the area looks like a landfill from trash being strewn about everywhere.

1.8
Verified Homeowner
Helena, AL, on Nov 27, 2020

It was the smoothest experience. Even able to move in early.

4.6
Verified Homeowner
Helena, on Apr 03, 2020

The New [name removed] Sales Agents were very helpful and kept us informed throughout the process even if there was nothing to report on the progress of the home.

4.0
Verified Homeowner
Helena, on Sep 06, 2020

We've only had to make one warranty call and it was handled well but the contractor took a long time to come back and fix the issue after initially evaluating it.

4.7
Verified Homeowner
Helena, AL, on Nov 12, 2020

Communication was very well done. We always knew what to expect.

5.0
Verified Homeowner
Helena, on Mar 30, 2020

Service

4.3
Verified Homeowner
Helena, on Aug 26, 2020

I haven’t had any issues, therefore I have not needed to use either service

5.0
Verified Homeowner
Helena, AL, on Nov 07, 2020

[name removed] kept us in the loop the whole time, that was the best part. She helped assist even in the most difficult times

5.0
Verified Homeowner
Helena, on Mar 27, 2020

The prompt response to my warranty emails.

4.4
Verified Homeowner
Helena, AL, on Aug 16, 2020

Good communication

4.5
Verified Homeowner
Helena, on Aug 24, 2020

I really like how responsive Newcastle has been to warranty service requests, [name removed] is amazing.

5.0
Verified Homeowner
Helena, on Mar 19, 2020

That I can find [name removed] to fix things since he lives in my neighborhood

3.4
Verified Homeowner
Helena, AL, on Aug 16, 2020

Just cosmetic issues, but New Castle has corrected already.

4.5
Verified Homeowner
Helena, on Aug 24, 2020

Great customer care, minor frustration with the quality of the home.

4.5
Verified Homeowner
Helena, on May 26, 2020

Anything we have had trouble with has been fixed promptly!

5.0
Verified Homeowner
Helena, AL, on Jul 31, 2020

As a homebuyer, I do not want to do a first walk thru and find items such a shoe moulding with visible nails. Door moulding that is gashed or any major items. I feel as if an employee should find those things because as a homebuyer, I want to see as few flaws as possible because it makes me have confidence in the builder and the home I'm purchasing. Then during final walk thru to have [name removed] tell me that he understands that this is probably the biggest purchase I'll ever make (the audacity). He knows nothing about me & this home was not my biggest purchase. Then to tell me that I have only one hour to do my walk thru portion after he has taken his time and gone over the warranty portion of the final walk thru. To look up in my ceilings in the master bedroom and loft and see what appears to be tape lines prior to mudding. What was the quality control person doing because it sure doesn't seem like he was doing his job with making sure the contractors or workers were doing their job. There are toles that are raised up off of the floor on my master bathroom, there is cauling missing underneath the master bathroom window, there are spaces where grout is missing on the tub in the master bathroom. Going up the stairs there is an area on the wall that looks like there weren't enough coats of paint applied. I put in a warranty bc there is always standing water on the side of my house where the ac condensation lines drain. I was told that [name removed] said those lines are always running a lot of water. If that is the case then Newcastle should be proactive and install French drainage systems to combat this issue before it becomes a problem. The were some guys who came out said they dug the area and it should be ok. Well it's not and water is still sitting in that area causing nothing, but mud in the area and on my driveway. Then [name removed] made sure to tell me that [name removed] said that you guys didn't warranty plants bc I informed her that there is so much water on the side of the house that it has killed the holly plant along with the other two shrubs. I knew that the plants weren't under warranty bc I was already informed. No pun against [name removed] because she was just relaying a message. This has been quite the experience for me. Now if everyone was as nice as your sales agents [name removed] and [name removed] you would have some outstanding customer service throughout your business. [name removed] on the other hand is another story. I will say that your company has definitely lost money where upgrades are concerned bc there are plenty of things that she didn't inform me of as options such as the extra floodlight that I would have gotten on the back right side of my house had I known it was an option or the option of getting more recessed lights in the dark family room. There is definitely not enough lighting in the family room nor the loft.

3.8
Verified Homeowner
Helena, on May 24, 2020

Give you a safer feeling when buying a home

5.0
Verified Homeowner
Helena, AL, on Jul 14, 2020

My dishwasher is broken and does not drain the water. It has been collecting mold. I placed a claim on the warranty and I am being ignored.

3.2
Verified Homeowner
Helena, on Mar 27, 2020

We have received prompt responses on the few issues that we have encountered.

5.0
Verified Homeowner
Helena, AL, on Jul 04, 2020

The most important thing to me during this process was the fact that every person that we interacted with had such a positive attitude regardless of the situation.

4.9
Verified Homeowner
Helena, on Mar 22, 2020

It's very easy to make a calm but there should be an option where you can add files. That way you can send pictures when you make the claim

4.3
Verified Homeowner
Helena, AL, on May 09, 2020

Large house in a great community

3.6
Verified Homeowner
Helena, AL, on May 07, 2020

Meeting with the people. Satisfactory completion of punch list requests.

4.9
Verified Homeowner
Helena, AL, on Apr 24, 2020

It went really smoothly. The house was move in ready. I just had to sell to get moved in.

4.9
Verified Homeowner
Helena, AL, on Apr 20, 2020

I liked the walkthroughs and follow up on tasks that needed to be done. I felt like the builders were very forthcoming and willing to deliver the best possible home.

4.9
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - Purchase & Move In
Purchase Experience Testimonials from Real Homebuyers

Helena, AL, on Feb 23, 2021

The process was extremely easy. The builder fixed most if not all of our concerns during our walk-thru. After 30 days of living in our house we noticed a few issues which was to be expected. The Builder and the warranty department worked to resolve all of our issues once again.

4.8
Verified Homeowner
Helena, AL, on Feb 22, 2021

We loved the hands on experience with the contractor and design team

4.6
Verified Homeowner
Helena, AL, on Feb 21, 2021

My dislike was out of Newcastle's control.

4.9
Verified Homeowner
Helena, AL, on Jan 22, 2021

Overall, the building experience was somewhat pleasant, and we enjoyed watching the house come to life. To be honest there were just only a few situations that we wish would have went better. A few things that we did not like during this experience were the timing for some of the meetings for the inspections and closings. My wife is a teacher, and it was difficult for her to attend a lot of the meetings. One was the walk thru where we were supposed to confirm wiring locations and etc. Since my wife could not physically be there, I did a video conference call to try and explain things as we walked thru the framing. During this meeting, when my realtor and I arrived we found the surround system wiring was already done and that we could not change it. I said that was supposed to be confirmed during this meeting and was told since it was already done it could not be changed and I would have to pay if I wanted it move. Also, during this meeting we discussed placement of the ethernet cables. As I mentioned my wife was trying to gauge the layout of the room via a video call and there was one room where she was not sure about the placement of the cables based on what she could see. We left the location as it was on the print for the time being and I brought my wife back the next morning and showed her all the locations including the one she was not sure about. Once she was able to physically walk thru and see the wiring, we determined it would need to be moved. Since we had just did the walk thru the day before, we reached out to see if the location could have moved before the wiring started. It was several days before we received a response to the original request and follow up requests. When we did receive the response, I believe it was the day after the wiring was done and was told there was nothing that could be done. The next situation involves the Ethernet cable installation. Instead of the Ethernet connections, there were telephone jacks installed. Also, with Ethernet cables they should terminate inside the house, while these were running to the outside of the house. The last situation we noticed after moving in was the appearance and finish of the bottom of the various door frames and some moldings. The bottom of the door frames appears as if they were ripped with jagged edges instead of clean cuts that would be expected with a new home. As I mentioned in the beginning, we truly enjoyed seeing the house come to life during the build process. Even with the issues mentioned above, we would recommend to family and friends to build with [name removed] Castle. (just will give them a checklist of things to look for ??) My mother in law is even considering one of the new construction homes on our street.

4.7
Verified Homeowner
Helena, AL, on Jan 21, 2021

From contract through move-in was great. Three days after moving I started to have electrical problems. I only have lights on one side of my home. I have file a warranty claim and it is yet to be repaired. I have a new home without lights. This is awful.

4.8
Verified Homeowner
Helena, AL, on Jan 14, 2021

We had gone through the homebuilding process once before, but got in on the design phase. Since this was a spec home, we got in on the house too late to make many changes, but the most critical adjustment to the house (natural gas stove) was accommodated and was very appreciated! I was very impressed with the communication from Newcastle, especially [name removed], sending regular updates and asking questions along the way. She made us feel secure and reduced a lot of our stress. Especially when we had to change mortgage lenders late in the process. She guided us every step of the way and helped make sure we secured this amazing home. In terms of dislikes... I got nothing. Newcastle was awesome, and I already encouraged a coworker in the market for a home to put a deposit down on a home in another neighborhood. She did, and her and her husband are moving into theirs sometime early-Spring.

4.9
Verified Homeowner
Helena, AL, on Dec 21, 2020

I loved everything about the purchase. I was always updated on everything that transpired with my home.

4.7
Verified Homeowner
Helena, AL, on Dec 01, 2020

Everything was great

4.7
Verified Homeowner
Helena, AL, on Nov 27, 2020

It was the smoothest experience. Even able to move in early.

4.6
Verified Homeowner
Helena, AL, on Nov 12, 2020

Communication was very well done. We always knew what to expect.

5.0
Verified Homeowner
Helena, AL, on Nov 07, 2020

[name removed] kept us in the loop the whole time, that was the best part. She helped assist even in the most difficult times

5.0
Verified Homeowner
Helena, AL, on Aug 16, 2020

Good communication

4.5
Verified Homeowner
Helena, AL, on Aug 16, 2020

Just cosmetic issues, but New Castle has corrected already.

4.5
Verified Homeowner
Helena, AL, on Jul 31, 2020

As a homebuyer, I do not want to do a first walk thru and find items such a shoe moulding with visible nails. Door moulding that is gashed or any major items. I feel as if an employee should find those things because as a homebuyer, I want to see as few flaws as possible because it makes me have confidence in the builder and the home I'm purchasing. Then during final walk thru to have [name removed] tell me that he understands that this is probably the biggest purchase I'll ever make (the audacity). He knows nothing about me & this home was not my biggest purchase. Then to tell me that I have only one hour to do my walk thru portion after he has taken his time and gone over the warranty portion of the final walk thru. To look up in my ceilings in the master bedroom and loft and see what appears to be tape lines prior to mudding. What was the quality control person doing because it sure doesn't seem like he was doing his job with making sure the contractors or workers were doing their job. There are toles that are raised up off of the floor on my master bathroom, there is cauling missing underneath the master bathroom window, there are spaces where grout is missing on the tub in the master bathroom. Going up the stairs there is an area on the wall that looks like there weren't enough coats of paint applied. I put in a warranty bc there is always standing water on the side of my house where the ac condensation lines drain. I was told that [name removed] said those lines are always running a lot of water. If that is the case then Newcastle should be proactive and install French drainage systems to combat this issue before it becomes a problem. The were some guys who came out said they dug the area and it should be ok. Well it's not and water is still sitting in that area causing nothing, but mud in the area and on my driveway. Then [name removed] made sure to tell me that [name removed] said that you guys didn't warranty plants bc I informed her that there is so much water on the side of the house that it has killed the holly plant along with the other two shrubs. I knew that the plants weren't under warranty bc I was already informed. No pun against [name removed] because she was just relaying a message. This has been quite the experience for me. Now if everyone was as nice as your sales agents [name removed] and [name removed] you would have some outstanding customer service throughout your business. [name removed] on the other hand is another story. I will say that your company has definitely lost money where upgrades are concerned bc there are plenty of things that she didn't inform me of as options such as the extra floodlight that I would have gotten on the back right side of my house had I known it was an option or the option of getting more recessed lights in the dark family room. There is definitely not enough lighting in the family room nor the loft.

3.8
Verified Homeowner
Helena, AL, on Jul 14, 2020

My dishwasher is broken and does not drain the water. It has been collecting mold. I placed a claim on the warranty and I am being ignored.

3.2
Verified Homeowner
Helena, AL, on Jul 04, 2020

The most important thing to me during this process was the fact that every person that we interacted with had such a positive attitude regardless of the situation.

4.9
Verified Homeowner
Helena, AL, on May 09, 2020

Large house in a great community

3.6
Verified Homeowner
Helena, AL, on May 07, 2020

Meeting with the people. Satisfactory completion of punch list requests.

4.9
Verified Homeowner
Helena, AL, on Apr 24, 2020

It went really smoothly. The house was move in ready. I just had to sell to get moved in.

4.9
Verified Homeowner
Helena, AL, on Apr 20, 2020

I liked the walkthroughs and follow up on tasks that needed to be done. I felt like the builders were very forthcoming and willing to deliver the best possible home.

4.9
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 5-6 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

Helena, on Apr 12, 2021

They are prompt and address the problem

4.7
Verified Homeowner
Helena, on Apr 12, 2021

Overall it’s been a good experience.

4.8
Verified Homeowner
Helena, on Mar 26, 2021

The best is I really haven’t had any!

5.0
Verified Homeowner
Helena, on Jan 09, 2021

Overall, pretty good.

5.0
Verified Homeowner
Helena, on Dec 24, 2020

If I have filed a claimed, New Castle reacted and took care of what ever they we ask to do. I have been very pleased.

4.7
Verified Homeowner
Helena, on Dec 19, 2020

Newcastle has been very responsive to issues or inquiries and has resolved everything that has been brought to their attention.

4.6
Verified Homeowner
Helena, on Dec 04, 2020

So far I have had 3 warranty claims. I did have to reach out for a following up on the last claim because I did not receive any response. I waiting a week to hear from warranty before I followup.

4.0
Verified Homeowner
Helena, on Dec 02, 2020

We've had to go to warranty a few times and not only were they responsive they also followed up with us a few times instead of us always having to ask them for updates. This is wonderful!

5.0
Verified Homeowner
Helena, on Nov 11, 2020

This has truly been one of the worst customer service experiences of my life. I shall say that New Castle has Piss Poor Customer Service or it s better yet none existent when it comes to following through with homeowners. November 9, 2020 I saw [name removed] at one of the houses and asked him if there was any possibility that pressure tests on the two houses being built would have something to do with my plumbing because I started smelling a sulfur smell this morning from my bathroom when I woke up and he said no. Around 7:30pm my toilet started gurgling really bad. This has been maybe two other times within the last couple of days. The toilet backed up and I tried to plunger it and it would not go down. Upon plungering the toilet, feces started to come up in my tub. I called the emergency line at 7:48pm and spoke to [name removed] and informed him of what happened and he said, "Oh Lord, let me call someone for you right now". I never heard from [name removed] again so I called back at 9:59pm, but did not receive an answer. Feces was now in my shower as well. November 10, 2020 I called the emergency line again at 08:10am and did not get an answer. I called [name removed] and she said she would call to the office for me. When I called her back because I had not received a phone call from anyone, she asked me if I had submitted a warranty and I had not. 10:21submitted warranty 10:45 received an email from [name removed] saying that the warranty had been received an saying that she had emailed the plumbers to see how soon they can come out! I had a plumber come out at 1:30 after not hearing anything from Newcastle for basically 8 hours last night and again 3 hours today. This is piss poor customer service. Who knew that owning a brand new house would be so difficult. I have to choose the type of toilet paper I use because the plumber said that the toilets in the house are so cheap and doesn't do a great job at moving toilet paper. He also asked me to take him to the garage to show him where the emergency shut off was located and I told him that it wasn't in the garage, but in the pantry. He said that the access door should not be located in the pantry, but in the garage next to the toilet cleanout. Here is it again, I asked [name removed] when this house was being built why was the door to the emergency water shut off not located in the garage like in the two Norwood plans that I had visited and he said that in the pantry was where the inspectors told them to place it. My neighbors two doors down have the door in their pantry as well. However, [name removed] also told me that the only way I can get the door put in the garage was to have the concrete in my garage floor ripped up. Wow, the plumber just that a door just needs to be placed in the garage. However, the so called inspectors are just doing whatever, because now the [name removed] located across from the model home now has the access door in the garage again. I did not receive a phone call from your office at all today regarding the plumbing issue, but [name removed] pulls up and speaks to the plumber whom I hired because I was tired of not hearing from your company. The same plumber that [name removed] or someone from the main office called as well, but still no one called me. I don't care what was going on I deserved a phone call to have someone come out and check to see what was going on. Even if a plumber were to say that this was caused by my house and I would have to pay for it. Your employees didn't know what was going on and decided to let feces fester in my house for 18 hours which is UNSAT. Your company didn't follow through, but I am not surprised, because they don't follow through on anything unless you constantly contact them. The only persons that I have not had issues following through have been [name removed] and [name removed]. Here it is months later and I still have not had anyone fix my wall on the stairs to correct it and paint it. Nor has the moulding on door to the linen closet been fixed and the ceiling has not been painted around the smoke detector where the water leaked from the cracked tub that was installed. A worker came over to assess the items that needed to be painted, said he would send his guys back after lunch and that has been over a month ago and no one has been back. I have called to the office and left messages for [name removed] to give me a call and nothing. The water is still pooling on the side of my house where the air conditioning condensation line drains even after gravel was placed there. I told [name removed] and he said that basically all that can be done is to place a PVC pipe there to drain onto the driveway which will cause my driveway to turn green from constant water flowing onto it. It is a constant mud pit over there. Once again, if you something is flawed with your design process, fix it before it becomes an issue. If a French drain can stop this from occurring at buyers homes, fix it. Once you have spent $350K on a house, who wants to go spend more money on things that should already been rectified in design and planning. Your company does not follow through with anything on it's own. Another thing, please have your workers pick up trash daily. It is very frustrating to have to constantly go outside and have to clean up trash that has flown in my yard from your workers/contractors. Your building houses and the area looks like a landfill from trash being strewn about everywhere.

1.8
Verified Homeowner
Helena, on Sep 06, 2020

We've only had to make one warranty call and it was handled well but the contractor took a long time to come back and fix the issue after initially evaluating it.

4.7
Verified Homeowner
Helena, on Aug 26, 2020

I haven’t had any issues, therefore I have not needed to use either service

5.0
Verified Homeowner
Helena, on Aug 24, 2020

I really like how responsive Newcastle has been to warranty service requests, [name removed] is amazing.

5.0
Verified Homeowner
Helena, on Aug 24, 2020

Great customer care, minor frustration with the quality of the home.

4.5
Verified Homeowner
Helena, on May 26, 2020

Anything we have had trouble with has been fixed promptly!

5.0
Verified Homeowner
Helena, on May 24, 2020

Give you a safer feeling when buying a home

5.0
Verified Homeowner
Helena, on Mar 27, 2020

We have received prompt responses on the few issues that we have encountered.

5.0
Verified Homeowner
Helena, on Mar 22, 2020

It's very easy to make a calm but there should be an option where you can add files. That way you can send pictures when you make the claim

4.3
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 10-12 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

Helena, on Feb 12, 2021

Rushed through our walk through could have found some of the things that needed work before we moved in such as the crack in our tub that they only patched and didn't fully replace the tub or warranty the patch will most likely have to replace the tub in 5 years or less were told. Very frustrating. Just now having issues with our master shower they caulked it improperly so it doesn't drain the way it should (water stays in the weeping holes not drying out all the way and growing mold and mildew in the door and under the shower door) so now we will have to redo all the caulking around the shower door.

3.3
Verified Homeowner
Helena, on Jan 19, 2021

[name removed] has always responded very quickly to my inquiries about issues with the house.

4.5
Verified Homeowner
Helena, on Nov 13, 2020

Everyone is friendly and accommodating.

4.9
Verified Homeowner
Helena, on Nov 04, 2020

[name removed] impressed with my floor color. It’s not what I would have chosen. It shows everything. There are a few areas that don’t feel like they are clued down good not sure how long it will last. I feel the garage doors are very cheap. I have had several issues with it and it still doesn’t sounds really smooth. I am assuming it can’t get quieter.

3.9
Verified Homeowner
Helena, on Jul 13, 2020

I dislike the window of time between closing and the final walk. When we got back from closing our house was not clean or touched up on paint or drywall. The blue tape was simply pulled.

4.0
Verified Homeowner
Helena, on Jun 09, 2020

Everything that we have asked [name removed] to correct, he has been prompt to fix.

4.6
Verified Homeowner
Helena, on May 24, 2020

Newcastle created a community that's friendly, safe, easy to get around and looks beautiful. After the sale, they fix any minor details quickly. Everything works as expected.

4.6
Verified Homeowner
Helena, on May 17, 2020

Very responsive when I need something done to the house. My one year is coming up and I will be putting my list together for some touch ups and minor corrections but I expect they will do a good job and continue my good experience choosing a Newcastle home.

4.8
Verified Homeowner
Helena, on Apr 04, 2020

The customer service through the entire process to include buying, moving in and the warranty process.

4.7
Verified Homeowner
Helena, on Apr 03, 2020

The New [name removed] Sales Agents were very helpful and kept us informed throughout the process even if there was nothing to report on the progress of the home.

4.0
Verified Homeowner
Helena, on Mar 30, 2020

Service

4.3
Verified Homeowner
Helena, on Mar 27, 2020

The prompt response to my warranty emails.

4.4
Verified Homeowner
Helena, on Mar 19, 2020

That I can find [name removed] to fix things since he lives in my neighborhood

3.4
Verified Homeowner