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MOST RECENT HOME OWNERS' VERBATIM COMMENTS - All
Purchase Experience Testimonials from Real Homebuyers
Alabaster, AL, on Jun 01, 2021
I didn’t have any issues with the purchase experience. This may be the property manager in me but I feel that y’all should do a welcome gift for your homebuyer. If I were y’all. I would have a Newcastle tote filled with paper towels, toilet paper, trash bags and Clorox wipes. On top of that, I would have another tote bag with something easy to cook for dinner, like spaghetti and wine. [name removed] a personalized note actually saying “thank you for choosing and trusting us to make your new home.” That would be giving the wow effect and for the buyer to walk in and see a bag full,of paper towels, etc, would make them so happy since who knows where they packed it. The only person I felt true appreciation from was [name removed]. I wasn’t just another client. I feel if all this was done in the beginning, not everyone in the community would be complaining so much about the entrance, they would be cutting you some slack remembering the welcome gift that was sitting on their counter when they moved in. I mean not to keep repeating myself but we just gave you thousands of dollars and no welcome gift? I’m in property management, my residents go crazy over the welcome gift and the notes, they love it!
Alabaster, on Sep 28, 2021
Several things need to be fixed. My ceiling in my master isn't smooth, my master tub broke and was never fixed I received a credit that wouldn't even cover the cost to purchase a new tub (I was mind blown at this considering this happened after a month of living in this home) I found a leak in the copper on my AC - [name removed] and [name removed]'s sent someone out and he told me everything was fine when in actuality it wasn't, there is quarter round from cabinets missing, the microwave is so cheap that it doesn't correctly vent out steam when cooking and after everything I've been through there's no sense in reaching out about getting it fixed because I know New Castle won't do anything about it. My drawers in my kitchen have fallen off tracks and some are too tight and cause it to be very difficult to close the drawers. I love my home but the issues that have came with it and fixing those issues aren't realistic and below standard especially knowing how much people have spent with you all on brand new homes.
Alabaster, on Oct 09, 2021
Y’all are really busy. Sometimes my list may get pushed to the bottom of the pile. I can tell y’all are trying and can tell y’all care but again, y’all are really busy.
Alabaster, AL, on Mar 11, 2021
Everything was all sweet at the beginning of the process, now that I’m all moved and finding little issues daily it hards getting in contact with someone to resolve the issue and as of now I’m very dissatisfied.
Alabaster, on Oct 02, 2021
I like that it’s provided. Don’t like how long it takes to get work performed.
Alabaster, AL, on Dec 17, 2020
[name removed] was a horrible agent to deal with. Several instances of trying to contact him for an update on my house and he didn't return my call, if I did speak with him about processes throughout the build the things he would tell me were inaccurate. (Example: said kitchen tiling complete, told me a fridge would be delivered to my home when I didn't purchase one, called to ask for my physical address and I was given the wrong one) All I can say is thank God for [name removed]. He stayed in contact with me even on the weeks he wasn't on site working. My first design experience was a DISASTER: to be told all I could change in my home was counter tops was ridiculous especially knowing the purchase price I was buying the home for - and [name removed] didn't handle it well in the design center when I spoke about my issues of having no further options. Needless to say after that trip to the design center I let my realtor know I wanted to walk away from the purchase of this home.
Alabaster, on May 25, 2021
I felt Newcastle was careless during the construction of our home. The wrong floors were installed, our new sod was not watered left to die, and I had to remind the project manager many times that were missing an outlet. New Castle has also failed to maintain the upkeep of common areas in our neighborhood.
Alabaster, on Jun 15, 2021
I don’t like that the warranty department doesn’t respond in a timely matter and sometimes they don’t respond at all.
Alabaster, AL, on Sep 21, 2020
[Translated from ES] The day of closing which was when I first got the keys to my new house.
Alabaster, on May 07, 2021
Honestly, at the beginning I would have said 100% yes, but now I would not recommend due to the service that we have received and the lack there of care. I feel that we are a number and the urgency is just not there. I have also seen many short cuts & details that are lacking.
Alabaster, AL, on Jul 24, 2020
before closing we were promised that we were going to have many things done and repairs at our house they did not do anything the house was delivered to us dirty with spider webs all around the house infested with spiders (black widows) yard was not cut house is lacking painting outside we are trying to have our warranty in effect and they keep postponing or people not showing to do what they promise, the builder ([name removed]) was at our house yesterday i let him know but i don't know if that is going to do any better I wish everything had taken care from the begining I am really frustated.
Alabaster, on Apr 22, 2021
Land permit, along with gas and electronic were unnecessarily delayed. We were told the hold up was not with new castle but after cross checking everything, all delays were new castles fault. Random. Trash, beer bottles, and tobacco spit left around property during construction.
Alabaster, on Apr 23, 2021
The warranty service and customer care experience have been wonderful!
Alabaster, AL, on Apr 09, 2020
Everyone has been so friendly! We also like the fact they check on us during the warranty stage. [name removed] has been awesome!!
Alabaster, on Apr 18, 2021
My garden tub broke after a month of living in my home. The warranty with new castle didn't cover this issue. Now I'm having to deal with the distributor and manufacturer and they aren't going to fix the issue. I think that's ridiculous considering it happened a month after living in the home. Also, I had issues with my air conditioning unit as well. [name removed] and [name removed]'s came out and didn't diagnose the issue correctly and I had to pay a company to come out and find there was a pin hole leak in the copper resulting in freon leaking.
Alabaster, AL, on Jan 23, 2020
Working with the employees at New Castle homes. All of them were great.
Alabaster, on Jan 04, 2021
Great experience from shopping, buying and then moving in. We especially like the one year warranty after we moved in incase any issues arose.
Alabaster, on Jan 26, 2021
As told, whenever there was an issue it was easy to call and schedule someone to fix it. Issues are rare however!
Alabaster, on Nov 17, 2020
So far I have not had many issues and if I have they have mostly been small issues that Newcastle has resolved.
Alabaster, on Jan 15, 2021
[Translated from ES] They are professional and are quick to respond to issues.
Alabaster, on Oct 22, 2020
good job very well planned floor plan, good storage very efficient heat and air, and pretty
Alabaster, on Dec 10, 2020
The person in charge of warranties does an exceptional job at getting the information relayed to the proper party in a very timely manner. The problem I have is the time frame it takes to get an answer from the party in charge. Also, I have had overall great customer service when calling or emailing.
Alabaster, on Aug 07, 2020
I have been frustrated and overwhelmed with issues since right after closing. Promises were made that were not kept. Warranty work scheduled but workers didn’t show up after making special arrangements to be home from work. Then people were showing up when I had no idea they were coming. The person at my closing in charge of quality control as well as the builder at the time said things would be fixed or that there was nothing they could do to fix some of the issues. It’s almost the end of my warranty and I am still waiting for things to get done. Honestly, I’m completely freaked out. I feel uncomfortable with new castle and would not recommend anyone to them at this point. I had a friend looking to get a new castle home, but after hearing about my experience and seeing for himself the issues that he saw immediately with the home...he walked away. Trust totally broken. I feel like they took advantage of a recently divorced single mom with no outside support to guide me through the process. I was so excited when I first moved in, now I worry about the quality of this expensive home I worked so hard to buy.
Alabaster, on Dec 04, 2020
some of the people they send don't have time to work to detail to solve the problem they always seem to be in a hurry.
Alabaster, on Mar 28, 2020
We loved the fact that they would call every Monday at the same time to go over what was completed and what was going to happen for the week.
Alabaster, on Nov 20, 2020
It takes longer than it should to get warranty requests filled. The contractors/ supervisors have failed to show when promised. I was not told the truth about an issue with my roof prior to closing.
Alabaster, on Mar 24, 2020
Theyre all very knowledgable and easy to work with
Alabaster, on Aug 05, 2020
We know [name removed] by name. We have had a few small issues that needed correcting. [name removed] has always scheduled the repairman ASAP and then followed up with us afterward. We know if we have an issue, we can count on her to get us results. She is awesome! She is an asset for New Castle!
Alabaster, on Jun 27, 2020
The builder is awesome. [name removed] will do everything he can to make it all happen.
Alabaster, on May 19, 2020
So far I will have warranty work done in July then I can answer this but [name removed] was most helpful
Alabaster, on May 13, 2020
We had the best experience from picking out our lot to the day we closed. Everyone at New Castle are so friendly and willing to help! I tell all my friends and family the my want a New Castle home!!!
Alabaster, on Apr 08, 2020
This is the area in which I am most disappointed. We sent a list of several items that were not in a satisfactory status. We have had several appointments at which a few of the items were fixed. [name removed] without several discussions. The landscaping at the house was at best incompetent,. There are several places in the grass that had ruts and the south side of the lawn, the water stands after rains for several days and the grass is dead from drowning. The drainage ditch at the back of the lawn was modified to remove a hill at the north end of the lot, but still backs up since the vacant lot next door still has a rise in it. Since water does not flow up hill, it takes long dry spells for the water to evaporate. It would probably be satisfactory in the desert Southwest, but not in the [name removed]. The upstairs bedroom door is not level on the top and will not close. We have mentioned this to almost every workman that comes by, the two or three times one has come by and I guess they did not understand what I was saying. I want a management person or a builder to come with the crew. The representative at Newcastle warranty service was told by management that their landscapers do not make mistakes. Yet none of them have come by to tell us that. To say that their crews do not make mistakes belays the fact that they had to tear out the back wall to properly locate one of the windows because it was framed about two feet from where it should have been. This was done before closing or there would not have been a closing. This question deserves an F for a grade.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - Purchase & Move In
Purchase Experience Testimonials from Real Homebuyers
Alabaster, AL, on Jun 01, 2021
I didn’t have any issues with the purchase experience. This may be the property manager in me but I feel that y’all should do a welcome gift for your homebuyer. If I were y’all. I would have a Newcastle tote filled with paper towels, toilet paper, trash bags and Clorox wipes. On top of that, I would have another tote bag with something easy to cook for dinner, like spaghetti and wine. [name removed] a personalized note actually saying “thank you for choosing and trusting us to make your new home.” That would be giving the wow effect and for the buyer to walk in and see a bag full,of paper towels, etc, would make them so happy since who knows where they packed it. The only person I felt true appreciation from was [name removed]. I wasn’t just another client. I feel if all this was done in the beginning, not everyone in the community would be complaining so much about the entrance, they would be cutting you some slack remembering the welcome gift that was sitting on their counter when they moved in. I mean not to keep repeating myself but we just gave you thousands of dollars and no welcome gift? I’m in property management, my residents go crazy over the welcome gift and the notes, they love it!
Alabaster, AL, on Mar 11, 2021
Everything was all sweet at the beginning of the process, now that I’m all moved and finding little issues daily it hards getting in contact with someone to resolve the issue and as of now I’m very dissatisfied.
Alabaster, AL, on Dec 17, 2020
[name removed] was a horrible agent to deal with. Several instances of trying to contact him for an update on my house and he didn't return my call, if I did speak with him about processes throughout the build the things he would tell me were inaccurate. (Example: said kitchen tiling complete, told me a fridge would be delivered to my home when I didn't purchase one, called to ask for my physical address and I was given the wrong one) All I can say is thank God for [name removed]. He stayed in contact with me even on the weeks he wasn't on site working. My first design experience was a DISASTER: to be told all I could change in my home was counter tops was ridiculous especially knowing the purchase price I was buying the home for - and [name removed] didn't handle it well in the design center when I spoke about my issues of having no further options. Needless to say after that trip to the design center I let my realtor know I wanted to walk away from the purchase of this home.
Alabaster, AL, on Sep 21, 2020
[Translated from ES] The day of closing which was when I first got the keys to my new house.
Alabaster, AL, on Jul 24, 2020
before closing we were promised that we were going to have many things done and repairs at our house they did not do anything the house was delivered to us dirty with spider webs all around the house infested with spiders (black widows) yard was not cut house is lacking painting outside we are trying to have our warranty in effect and they keep postponing or people not showing to do what they promise, the builder ([name removed]) was at our house yesterday i let him know but i don't know if that is going to do any better I wish everything had taken care from the begining I am really frustated.
Alabaster, AL, on Apr 09, 2020
Everyone has been so friendly! We also like the fact they check on us during the warranty stage. [name removed] has been awesome!!
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 5-6 Months after Move In
Purchase Experience Testimonials from Real Homebuyers
Alabaster, on Oct 09, 2021
Y’all are really busy. Sometimes my list may get pushed to the bottom of the pile. I can tell y’all are trying and can tell y’all care but again, y’all are really busy.
Alabaster, on Oct 02, 2021
I like that it’s provided. Don’t like how long it takes to get work performed.
Alabaster, on Jun 15, 2021
I don’t like that the warranty department doesn’t respond in a timely matter and sometimes they don’t respond at all.
Alabaster, on Apr 23, 2021
The warranty service and customer care experience have been wonderful!
Alabaster, on Apr 18, 2021
My garden tub broke after a month of living in my home. The warranty with new castle didn't cover this issue. Now I'm having to deal with the distributor and manufacturer and they aren't going to fix the issue. I think that's ridiculous considering it happened a month after living in the home. Also, I had issues with my air conditioning unit as well. [name removed] and [name removed]'s came out and didn't diagnose the issue correctly and I had to pay a company to come out and find there was a pin hole leak in the copper resulting in freon leaking.
Alabaster, on Jan 26, 2021
As told, whenever there was an issue it was easy to call and schedule someone to fix it. Issues are rare however!
Alabaster, on Jan 15, 2021
[Translated from ES] They are professional and are quick to respond to issues.
Alabaster, on Dec 10, 2020
The person in charge of warranties does an exceptional job at getting the information relayed to the proper party in a very timely manner. The problem I have is the time frame it takes to get an answer from the party in charge. Also, I have had overall great customer service when calling or emailing.
Alabaster, on Dec 04, 2020
some of the people they send don't have time to work to detail to solve the problem they always seem to be in a hurry.
Alabaster, on Nov 20, 2020
It takes longer than it should to get warranty requests filled. The contractors/ supervisors have failed to show when promised. I was not told the truth about an issue with my roof prior to closing.
Alabaster, on Aug 05, 2020
We know [name removed] by name. We have had a few small issues that needed correcting. [name removed] has always scheduled the repairman ASAP and then followed up with us afterward. We know if we have an issue, we can count on her to get us results. She is awesome! She is an asset for New Castle!
Alabaster, on Jun 27, 2020
The builder is awesome. [name removed] will do everything he can to make it all happen.
Alabaster, on May 19, 2020
So far I will have warranty work done in July then I can answer this but [name removed] was most helpful
Alabaster, on May 13, 2020
We had the best experience from picking out our lot to the day we closed. Everyone at New Castle are so friendly and willing to help! I tell all my friends and family the my want a New Castle home!!!
Alabaster, on Apr 08, 2020
This is the area in which I am most disappointed. We sent a list of several items that were not in a satisfactory status. We have had several appointments at which a few of the items were fixed. [name removed] without several discussions. The landscaping at the house was at best incompetent,. There are several places in the grass that had ruts and the south side of the lawn, the water stands after rains for several days and the grass is dead from drowning. The drainage ditch at the back of the lawn was modified to remove a hill at the north end of the lot, but still backs up since the vacant lot next door still has a rise in it. Since water does not flow up hill, it takes long dry spells for the water to evaporate. It would probably be satisfactory in the desert Southwest, but not in the [name removed]. The upstairs bedroom door is not level on the top and will not close. We have mentioned this to almost every workman that comes by, the two or three times one has come by and I guess they did not understand what I was saying. I want a management person or a builder to come with the crew. The representative at Newcastle warranty service was told by management that their landscapers do not make mistakes. Yet none of them have come by to tell us that. To say that their crews do not make mistakes belays the fact that they had to tear out the back wall to properly locate one of the windows because it was framed about two feet from where it should have been. This was done before closing or there would not have been a closing. This question deserves an F for a grade.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 10-12 Months after Move In
Purchase Experience Testimonials from Real Homebuyers
Alabaster, on Sep 28, 2021
Several things need to be fixed. My ceiling in my master isn't smooth, my master tub broke and was never fixed I received a credit that wouldn't even cover the cost to purchase a new tub (I was mind blown at this considering this happened after a month of living in this home) I found a leak in the copper on my AC - [name removed] and [name removed]'s sent someone out and he told me everything was fine when in actuality it wasn't, there is quarter round from cabinets missing, the microwave is so cheap that it doesn't correctly vent out steam when cooking and after everything I've been through there's no sense in reaching out about getting it fixed because I know New Castle won't do anything about it. My drawers in my kitchen have fallen off tracks and some are too tight and cause it to be very difficult to close the drawers. I love my home but the issues that have came with it and fixing those issues aren't realistic and below standard especially knowing how much people have spent with you all on brand new homes.
Alabaster, on May 25, 2021
I felt Newcastle was careless during the construction of our home. The wrong floors were installed, our new sod was not watered left to die, and I had to remind the project manager many times that were missing an outlet. New Castle has also failed to maintain the upkeep of common areas in our neighborhood.
Alabaster, on May 07, 2021
Honestly, at the beginning I would have said 100% yes, but now I would not recommend due to the service that we have received and the lack there of care. I feel that we are a number and the urgency is just not there. I have also seen many short cuts & details that are lacking.
Alabaster, on Apr 22, 2021
Land permit, along with gas and electronic were unnecessarily delayed. We were told the hold up was not with new castle but after cross checking everything, all delays were new castles fault. Random. Trash, beer bottles, and tobacco spit left around property during construction.
Alabaster, on Jan 04, 2021
Great experience from shopping, buying and then moving in. We especially like the one year warranty after we moved in incase any issues arose.
Alabaster, on Nov 17, 2020
So far I have not had many issues and if I have they have mostly been small issues that Newcastle has resolved.
Alabaster, on Oct 22, 2020
good job very well planned floor plan, good storage very efficient heat and air, and pretty
Alabaster, on Aug 07, 2020
I have been frustrated and overwhelmed with issues since right after closing. Promises were made that were not kept. Warranty work scheduled but workers didn’t show up after making special arrangements to be home from work. Then people were showing up when I had no idea they were coming. The person at my closing in charge of quality control as well as the builder at the time said things would be fixed or that there was nothing they could do to fix some of the issues. It’s almost the end of my warranty and I am still waiting for things to get done. Honestly, I’m completely freaked out. I feel uncomfortable with new castle and would not recommend anyone to them at this point. I had a friend looking to get a new castle home, but after hearing about my experience and seeing for himself the issues that he saw immediately with the home...he walked away. Trust totally broken. I feel like they took advantage of a recently divorced single mom with no outside support to guide me through the process. I was so excited when I first moved in, now I worry about the quality of this expensive home I worked so hard to buy.
Alabaster, on Mar 28, 2020
We loved the fact that they would call every Monday at the same time to go over what was completed and what was going to happen for the week.
Alabaster, on Mar 24, 2020
Theyre all very knowledgable and easy to work with