Top Homebuilder Ratings & Reviews

Newcastle Homes

Old Cahaba

121 Homeowner Reviews Completed Jul 2020 - Jan 2022

Overall Satisfaction

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

PERFORMANCE RATINGS

Purchase Experience

4.6

Home Personalization Experience

4.5

Lender Experience

4.8

Construction Experience

4.5

Customer Care Experience

4.7

Home Readiness

4.4

Installation & Workmanship

4.4

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 Nov 29, 2021

There were a lot of things that we noticed after moving in. Even though we had a final walk through the house size made it difficult to notice everything.

3.9
Verified Homeowner
Helena, on Dec 29, 2021

I have been waiting for a couple of months now for someone to come look at the work that still needs done on my house. Things were more prompt when I first moved in and had an issue but it has taken a long time to address my recent concerns.

4.4
Verified Homeowner
Helena, AL, on Dec 30, 2021

I was supposed to close September 11, sold my house in Florida then was unable to close. Had to put my things in storage and live with a friend (thank goodness) until the house was finished.

4.8
Verified Homeowner
Helena, on Nov 19, 2021

Part of my dissatisfaction comes from various areas in my home, that showed poor quality and a lack of paying attention to details. Also, my dissatisfaction comes from the reluctance to correctly repair the items vs. just covering them up. The areas of concern are various wood/molding that have been improperly cut that shows jagged edges or inconsistent spacing/gaps. The edges either appear to be broken off or a dull blade was used that did not properly cut. There are several areas in the house where there is excessive plaster, or something was not removed from the various base boards or trim. Other areas, that we have found issues with that my wife still may have pictures of are as follows: I found snack bags stuffed behind one of the toilets that were left during the build process. On the snack bag you can clearly see dried paint, so it is evident it was there prior to the final painting of the bathroom. In the yard, we have found several issues as well. We have standing water issues after it rains which is still present 3-4 days after it has rained. Other areas in the yard, we discovered that almost ALL the plants and shrubs were not properly buried and just were sat in the holes with out being filled in. We literally were able to lift them out of the holes. We saw this when we removed the straw and replaced it with mulch. Also, during this project, we saw how there were various forms of trash buried in the flower beds. The trash ranged from pop cans, energy drink cans, fast food bags and beer bottles. The most alarming was the amount of beer bottles we found in the yard. One day in the back yard, my son was running and suddenly tripped. When I went to the area where he tripped, I saw a piece of metal about 4 inches or so sticking out of the grass. I felt relieved when my son or one of the other kids did not fall onto the metal and get seriously hurt. I proceeded to pull the metal out of the ground and soon discovered that 4-inch piece of metal was about 4 – 5 feet in length. The person who applied the sod laid it directly on top of the long piece of metal. This is a prime example of the lack of paying attention to detail and wanting to produce a quality result. I still have the piece of metal in my back yard, there is no way the person who applied the sod can say they did not see it laying there. I am truly scared to find out what else is buried in my yard. These issues have hindered a huge part of the joyful experience that comes with buying a new home.

4.2
Verified Homeowner
Helena, on Dec 02, 2021

I like the response time.

4.0
Verified Homeowner
Bessemer, AL, on Dec 21, 2021

Being able to see the progress from start to finish and if I ever had any questions or concerns they were immediately answered.

4.9
Verified Homeowner
Helena, on Oct 05, 2021

It has been great! [name removed] has been very on top of anything we have asked him!

5.0
Verified Homeowner
Helena, on Nov 16, 2021

Still working to get refrigerator replaced. Samsung is involved but so is Newcastle since I bought the refrigerator through them on my contract. Jury is still out on how Newcastle handles it.

3.8
Verified Homeowner
Helena, AL, on Dec 09, 2021

Very good communication and follow up

4.7
Verified Homeowner
Helena, on Sep 24, 2021

Love the response time with "critical" items. The "non-important" items seem to be forgotten about.

4.7
Verified Homeowner
Helena, on Oct 13, 2021

I do appreciate that everything we have reported to Warranty for repair has been taken care of in a reasonable timeframe. Still, however, the sales experience with [name removed] at the very beginning meant a lot to me. She was excellent, and has continued to be a great resource for us with the company well after closing.

4.9
Verified Homeowner
Helena, AL, on Nov 19, 2021

The process was fairly easy and the house was ready before the anticipated date. When we got close to the move-in date, it appeared that the inspection and closing process slowed and was VERY frustrating. We were almost homeless because NC wanted to move our date further than promised.

4.0
Verified Homeowner
Helena, on Aug 05, 2021

Dishwasher has been serviced 6 times and still not replaced. Our AC units drip so much condensation that our backyard is ALWAYS wet and muddy right outside the back door.

3.1
Verified Homeowner
Helena, on Sep 21, 2021

I loved every experience.

4.7
Verified Homeowner
Helena, AL, on Oct 23, 2021

I am pleased with the purchase experience overall.

4.7
Verified Homeowner
Helena, on Jun 01, 2021

It has been excellent

4.3
Verified Homeowner
Helena, on Sep 20, 2021

Love the house still have issues that’s been addressed but not finished

4.4
Verified Homeowner
Helena, AL, on Oct 22, 2021

I would have liked more communication through out the process. In the beginning we were told we would get weekly updates but this did not happen. In the process we were approached with a unique situation within our adoption process but put us on a strict timeline line with the home to be completed. The last week was extremely hard lining up our final walk through and inspection. We had to reschedule the inspection 3 times. The last time the counter tops were removed after we had signed off and approved of them in the walk through. Communication of this would have been liked. We did appreciate [name removed]'s efforts in the contracting phase. She worked very hard to finalize our contract within our time window.

4.6
Verified Homeowner
Helena, on May 11, 2021

Well, recently there was a sudden change in who handles the home warranty claims. Prior to this, I was discouraged with the amount of time it took for responses and timely attention to things that needed correction and/or repair. However, since the new person, Diamond, has taken over it's been MUCH improved. Diamond is on top of things and responsive so that I at least know where things stand and regular updates. She mentioned she is training someone to take over that role, but if they're even half as efficient as Diamond then it'll be in good hands.

3.2
Verified Homeowner
Helena, on Jun 23, 2021

Overall a good house. The small things like paint and trim were overlooked. I could see having to repaint the entire interior of the house in the first 3 years

3.6
Verified Homeowner
Helena, AL, on Oct 19, 2021

Dislike: $3,500 lot fee was advertised after being originally listed as $0. This happened after someone dropped off this lot, and just before we reserved it. Dislike: Black stainless steel appliances were not available although being listed as such on the design website. Dislike: House (understandably) was rushed to completion before our closing date. We still had areas that were dirty when we moved in, and several things needing repair. I'm currently working on getting the higher-priority stuff fixed with the Warranty Dept. Like: Friendly and professional Sales Staff. [name removed] and [name removed] were great through the several months we waited for house construction. This included the 3 aggravating months waiting on windows. Lol. Like: Financing through the preferred lender ended up being better than our expectations. [name removed] and the others at FBC were amazing and saved us money. Like: Overall design of home. We love the house and the neighborhood. We appreciate the teamworking to overcome other delays to keep our closing date on schedule. This included the floor upgrade.

4.6
Verified Homeowner
Helena, on May 10, 2021

Warranty service has been extremely reliable with a great response time.

4.8
Verified Homeowner
Helena, on May 27, 2021

Some not all, of the craftsmanship was not meeting expectations. However, when I reported an issue [name removed] Castle rose to the occasion and corrected the issue.

4.0
Verified Homeowner
Helena, AL, on Oct 12, 2021

I liked the friendly customer service feel from realtors, inspection and contractor. I did not like the lack of detail in some of the Finish carpentry.

3.9
Verified Homeowner
Helena, on Apr 19, 2021

The warranty service has been less than stellar. The person that was supposed to come fix our shower door and back door lives 5 houses down from me, and can’t seem to find the time in his schedule to do his job.

2.2
Verified Homeowner
Helena, on May 25, 2021

I didn't like how so much work had to be re-done during the build. Broken windows, lights missing, damaged floors and doors. I also didn't like how they didn't put grass to the back of the property and yet the sprinkler system was behind the grass line in the dirt. I also do not appreciate that I paid $6000 for a lot premium to have nobody behind me and it be unoccupied easement property to have my new neighbor be able to put up a cattle fence behind my ornamental aluminum fence that I now get to look at. A lot of things I was told about the property were not backed up by the builders. We closed late, things were not perfect and I paid a lot of money for the workmanship I received.

2.9
Verified Homeowner
Helena, AL, on Oct 07, 2021

it was my first time building a new home so i don’t have much to compare it with, but overall i really love the house and the only complaints about the construction process are unavoidable issues related to covid 19.

4.0
Verified Homeowner
Helena, on Apr 12, 2021

Overall it’s been a good experience.

4.8
Verified Homeowner
Helena, on May 20, 2021

The home we bought was already built. There are some things that could have been done better in the home. Some things just appear to have been done too quickly and in haste which led to it looking shabby in spots. We also had a warranty claim that took several months to fix, they just wouldnt show up or only did part of what needed to be done at a time until resolved. It hasnt been a nightmare, but not the best either.

3.4
Verified Homeowner
Helena, AL, on Sep 07, 2021

Slow to take care of issues from final walk thru!! Then allowed confusion on what was left to take care of when it was all noted at the final walk thru!!

4.7
Verified Homeowner
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 Apr 12, 2021

They are prompt and address the problem

4.7
Verified Homeowner
Helena, AL, on Aug 24, 2021

Hated the delays and re-schedule but given current conditions/constraints, it's understandable

4.8
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 Mar 26, 2021

The best is I really haven’t had any!

5.0
Verified Homeowner
Helena, AL, on Aug 03, 2021

One of the sales agents made us feel we bothered her when asking for updates. She even went as far as to state it in an email to our agent. I also didn't like the fact that your purchasing department couldn't override automation to accommodate a first come first serve rule. Overall we didn't feel valued as paying customer.

3.9
Verified Homeowner
Helena, on Nov 13, 2020

Everyone is friendly and accommodating.

4.9
Verified Homeowner
Helena, on Jan 09, 2021

Overall, pretty good.

5.0
Verified Homeowner
Helena, AL, on Jun 29, 2021

All the the paint touch ups were not done, and when touch ups were being done, the workers left dirt on the carpets.

4.4
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 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 Jun 20, 2021

The entire Newcastle team made the process a great experience!

4.6
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 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 May 30, 2021

Everything went as planned only had a water leak but they are working to fix it! Very satisfied!

5.0
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 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 May 05, 2021

The HOA is extremely slow with responses. We submitted a request for a fence and the HOA took several weeks to get back to us and approve it. We are getting a pool now and the HOA is once again not responding to our request. They are terrible.

4.5
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 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, 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 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 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 Feb 22, 2021

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

4.6
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 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 Feb 21, 2021

My dislike was out of Newcastle's control.

4.9
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 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 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

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

Helena, AL, on Dec 30, 2021

I was supposed to close September 11, sold my house in Florida then was unable to close. Had to put my things in storage and live with a friend (thank goodness) until the house was finished.

4.8
Verified Homeowner
Bessemer, AL, on Dec 21, 2021

Being able to see the progress from start to finish and if I ever had any questions or concerns they were immediately answered.

4.9
Verified Homeowner
Helena, AL, on Dec 09, 2021

Very good communication and follow up

4.7
Verified Homeowner
Helena, AL, on Nov 19, 2021

The process was fairly easy and the house was ready before the anticipated date. When we got close to the move-in date, it appeared that the inspection and closing process slowed and was VERY frustrating. We were almost homeless because NC wanted to move our date further than promised.

4.0
Verified Homeowner
Helena, AL, on Oct 23, 2021

I am pleased with the purchase experience overall.

4.7
Verified Homeowner
Helena, AL, on Oct 22, 2021

I would have liked more communication through out the process. In the beginning we were told we would get weekly updates but this did not happen. In the process we were approached with a unique situation within our adoption process but put us on a strict timeline line with the home to be completed. The last week was extremely hard lining up our final walk through and inspection. We had to reschedule the inspection 3 times. The last time the counter tops were removed after we had signed off and approved of them in the walk through. Communication of this would have been liked. We did appreciate [name removed]'s efforts in the contracting phase. She worked very hard to finalize our contract within our time window.

4.6
Verified Homeowner
Helena, AL, on Oct 19, 2021

Dislike: $3,500 lot fee was advertised after being originally listed as $0. This happened after someone dropped off this lot, and just before we reserved it. Dislike: Black stainless steel appliances were not available although being listed as such on the design website. Dislike: House (understandably) was rushed to completion before our closing date. We still had areas that were dirty when we moved in, and several things needing repair. I'm currently working on getting the higher-priority stuff fixed with the Warranty Dept. Like: Friendly and professional Sales Staff. [name removed] and [name removed] were great through the several months we waited for house construction. This included the 3 aggravating months waiting on windows. Lol. Like: Financing through the preferred lender ended up being better than our expectations. [name removed] and the others at FBC were amazing and saved us money. Like: Overall design of home. We love the house and the neighborhood. We appreciate the teamworking to overcome other delays to keep our closing date on schedule. This included the floor upgrade.

4.6
Verified Homeowner
Helena, AL, on Oct 12, 2021

I liked the friendly customer service feel from realtors, inspection and contractor. I did not like the lack of detail in some of the Finish carpentry.

3.9
Verified Homeowner
Helena, AL, on Oct 07, 2021

it was my first time building a new home so i don’t have much to compare it with, but overall i really love the house and the only complaints about the construction process are unavoidable issues related to covid 19.

4.0
Verified Homeowner
Helena, AL, on Sep 07, 2021

Slow to take care of issues from final walk thru!! Then allowed confusion on what was left to take care of when it was all noted at the final walk thru!!

4.7
Verified Homeowner
Helena, AL, on Aug 24, 2021

Hated the delays and re-schedule but given current conditions/constraints, it's understandable

4.8
Verified Homeowner
Helena, AL, on Aug 03, 2021

One of the sales agents made us feel we bothered her when asking for updates. She even went as far as to state it in an email to our agent. I also didn't like the fact that your purchasing department couldn't override automation to accommodate a first come first serve rule. Overall we didn't feel valued as paying customer.

3.9
Verified Homeowner
Helena, AL, on Jun 29, 2021

All the the paint touch ups were not done, and when touch ups were being done, the workers left dirt on the carpets.

4.4
Verified Homeowner
Helena, AL, on Jun 20, 2021

The entire Newcastle team made the process a great experience!

4.6
Verified Homeowner
Helena, AL, on May 30, 2021

Everything went as planned only had a water leak but they are working to fix it! Very satisfied!

5.0
Verified Homeowner
Helena, AL, on May 05, 2021

The HOA is extremely slow with responses. We submitted a request for a fence and the HOA took several weeks to get back to us and approve it. We are getting a pool now and the HOA is once again not responding to our request. They are terrible.

4.5
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, 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

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

Helena, on Dec 29, 2021

I have been waiting for a couple of months now for someone to come look at the work that still needs done on my house. Things were more prompt when I first moved in and had an issue but it has taken a long time to address my recent concerns.

4.4
Verified Homeowner
Helena, on Dec 02, 2021

I like the response time.

4.0
Verified Homeowner
Helena, on Oct 05, 2021

It has been great! [name removed] has been very on top of anything we have asked him!

5.0
Verified Homeowner
Helena, on Sep 24, 2021

Love the response time with "critical" items. The "non-important" items seem to be forgotten about.

4.7
Verified Homeowner
Helena, on Aug 05, 2021

Dishwasher has been serviced 6 times and still not replaced. Our AC units drip so much condensation that our backyard is ALWAYS wet and muddy right outside the back door.

3.1
Verified Homeowner
Helena, on Jun 01, 2021

It has been excellent

4.3
Verified Homeowner
Helena, on May 11, 2021

Well, recently there was a sudden change in who handles the home warranty claims. Prior to this, I was discouraged with the amount of time it took for responses and timely attention to things that needed correction and/or repair. However, since the new person, Diamond, has taken over it's been MUCH improved. Diamond is on top of things and responsive so that I at least know where things stand and regular updates. She mentioned she is training someone to take over that role, but if they're even half as efficient as Diamond then it'll be in good hands.

3.2
Verified Homeowner
Helena, on May 10, 2021

Warranty service has been extremely reliable with a great response time.

4.8
Verified Homeowner
Helena, on Apr 19, 2021

The warranty service has been less than stellar. The person that was supposed to come fix our shower door and back door lives 5 houses down from me, and can’t seem to find the time in his schedule to do his job.

2.2
Verified Homeowner
Helena, on Apr 12, 2021

Overall it’s been a good experience.

4.8
Verified Homeowner
Helena, on Apr 12, 2021

They are prompt and address the problem

4.7
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

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

Helena, on Nov 29, 2021

There were a lot of things that we noticed after moving in. Even though we had a final walk through the house size made it difficult to notice everything.

3.9
Verified Homeowner
Helena, on Nov 19, 2021

Part of my dissatisfaction comes from various areas in my home, that showed poor quality and a lack of paying attention to details. Also, my dissatisfaction comes from the reluctance to correctly repair the items vs. just covering them up. The areas of concern are various wood/molding that have been improperly cut that shows jagged edges or inconsistent spacing/gaps. The edges either appear to be broken off or a dull blade was used that did not properly cut. There are several areas in the house where there is excessive plaster, or something was not removed from the various base boards or trim. Other areas, that we have found issues with that my wife still may have pictures of are as follows: I found snack bags stuffed behind one of the toilets that were left during the build process. On the snack bag you can clearly see dried paint, so it is evident it was there prior to the final painting of the bathroom. In the yard, we have found several issues as well. We have standing water issues after it rains which is still present 3-4 days after it has rained. Other areas in the yard, we discovered that almost ALL the plants and shrubs were not properly buried and just were sat in the holes with out being filled in. We literally were able to lift them out of the holes. We saw this when we removed the straw and replaced it with mulch. Also, during this project, we saw how there were various forms of trash buried in the flower beds. The trash ranged from pop cans, energy drink cans, fast food bags and beer bottles. The most alarming was the amount of beer bottles we found in the yard. One day in the back yard, my son was running and suddenly tripped. When I went to the area where he tripped, I saw a piece of metal about 4 inches or so sticking out of the grass. I felt relieved when my son or one of the other kids did not fall onto the metal and get seriously hurt. I proceeded to pull the metal out of the ground and soon discovered that 4-inch piece of metal was about 4 – 5 feet in length. The person who applied the sod laid it directly on top of the long piece of metal. This is a prime example of the lack of paying attention to detail and wanting to produce a quality result. I still have the piece of metal in my back yard, there is no way the person who applied the sod can say they did not see it laying there. I am truly scared to find out what else is buried in my yard. These issues have hindered a huge part of the joyful experience that comes with buying a new home.

4.2
Verified Homeowner
Helena, on Nov 16, 2021

Still working to get refrigerator replaced. Samsung is involved but so is Newcastle since I bought the refrigerator through them on my contract. Jury is still out on how Newcastle handles it.

3.8
Verified Homeowner
Helena, on Oct 13, 2021

I do appreciate that everything we have reported to Warranty for repair has been taken care of in a reasonable timeframe. Still, however, the sales experience with [name removed] at the very beginning meant a lot to me. She was excellent, and has continued to be a great resource for us with the company well after closing.

4.9
Verified Homeowner
Helena, on Sep 21, 2021

I loved every experience.

4.7
Verified Homeowner
Helena, on Sep 20, 2021

Love the house still have issues that’s been addressed but not finished

4.4
Verified Homeowner
Helena, on Jun 23, 2021

Overall a good house. The small things like paint and trim were overlooked. I could see having to repaint the entire interior of the house in the first 3 years

3.6
Verified Homeowner
Helena, on May 27, 2021

Some not all, of the craftsmanship was not meeting expectations. However, when I reported an issue [name removed] Castle rose to the occasion and corrected the issue.

4.0
Verified Homeowner
Helena, on May 25, 2021

I didn't like how so much work had to be re-done during the build. Broken windows, lights missing, damaged floors and doors. I also didn't like how they didn't put grass to the back of the property and yet the sprinkler system was behind the grass line in the dirt. I also do not appreciate that I paid $6000 for a lot premium to have nobody behind me and it be unoccupied easement property to have my new neighbor be able to put up a cattle fence behind my ornamental aluminum fence that I now get to look at. A lot of things I was told about the property were not backed up by the builders. We closed late, things were not perfect and I paid a lot of money for the workmanship I received.

2.9
Verified Homeowner
Helena, on May 20, 2021

The home we bought was already built. There are some things that could have been done better in the home. Some things just appear to have been done too quickly and in haste which led to it looking shabby in spots. We also had a warranty claim that took several months to fix, they just wouldnt show up or only did part of what needed to be done at a time until resolved. It hasnt been a nightmare, but not the best either.

3.4
Verified Homeowner
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