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MOST RECENT HOME OWNERS' VERBATIM COMMENTS - All
Purchase Experience Testimonials from Real Homebuyers
Helena, on Nov 15, 2023
Easy to work with. Home is well built with all issues being relatively minor so far.
Helena, on Feb 25, 2024
It has been a very relaxed experience still waiting for things to be fixed from over a month ago.
Helena, AL, on Feb 27, 2023
Don’t think I was given honest information when we were delayed with closing.
Helena, on May 30, 2023
Misrepresentations by New Castle contractors and agents
Helena, on Aug 28, 2023
We were told a lot of things would be "fixed" before moving in and overall, those items were not completed. If they were completed, they were halfway done, or done incorrectly.
Helena, on Feb 22, 2023
Promises made not kept Multiple issues [name removed] in warranty was rude and unprofessional Too many changes with who we were told to work with [name removed] fixing the water problem after validating it had been done wrong [name removed] returning emails or when asked to speak to the president no one responded.
Helena, AL, on Feb 22, 2023
We loved our design appointment and design options. It was great to have one point person to go through (our builder). It was disappointing to have our original builder laid off in the midst of our build. Our new builder has been wonderful to work with, but I'm sure it was difficult for him having to take a project on mid-way through. He did a great job taking that on though. The quality of the work of our home is great. The only thing we might recommend moving forward is to have some sort of document to share with buyers to help explain what questions they ask of the realtor, and which questions they ask of the builder. We primarily directed questions to our realtor, but many she had to pass on to the builder.
Helena, on Apr 05, 2023
The warranty service has been good. We have had a few issues that were blue tape issues originally that they have taken care of. We have somethings that we still haven't turned in. When our fireplace was leaking gas, they did forget to contact me and I had to reach out two or three times before they go to me (over a two week span).
Helena, on Jan 09, 2023
Communication related to changes happening at our development or as it relates to the organization overall is non existent. The warranty process is very hit and miss.
Helena, on Jan 18, 2023
[name removed] was very likeable and was willing to talk with us but problems we reported always seemed to fall off the list. [name removed] has been responsive and organized. [name removed] and [name removed] were excellent but were limited in what they could promise and/or do for us.
Helena, AL, on Feb 01, 2023
- Newcastle agent informing us that Newcastle started a $9,500 dollar program to go to closing/upgrades a week or two after we went under contract and newcastle wouldn't do anything for us, I mean nothing. - Change in supervisors, when [name removed] left, [name removed] did a fantastic job communicating, but we had to get him up to speed as the inside communication from agents/newcastle was lack luster - Prior to [name removed] getting involved, several issues with build of the house, and quality of craftsmanship for over 1/2 million dollars. - very underwhelmed at the quality of end product for the price paid. is seems other homes were built to a higher standard. - Best part of experience was the communication with the supervisors on site. [name removed] was very helpful and did what he could, but that late in the process , he was hampered and were were stuck with what had been done.
Helena, on Dec 06, 2022
Our ceilings and drywall have mud that was never sanded and looks awful. I asked during our initial walkthrough to be corrected and only one room was touched. After asking for these items to be completed recently I was told it would not. Before [name removed] left he agreed to have this addressed. Now that I am trying to figure out how to fix weve discovered some major issues that were never seen. I have multiple pictures that I will gladly share. I would like this addressed ASAP.
Helena, AL, on Dec 08, 2022
There were a few blue tape items that were just passed over. We bought the Model home in [name removed] and the kitchen cabinets had scratches and a few dents/cracks. Some of these were repaired poorly and some were not repaired at all. The master shower floor grouting is a few different colors in places, so I am not sure what happened there. Our contract process went well. We worked with [name removed] again, and she is amazing! [name removed] was our project manager and I felt like he went above and beyond to try to keep us satisfied and happy!
Helena, on Dec 23, 2022
I feel that, for the money we paid - over $600k - that the quality of certain parts of the home should be much better than they are. No complaints (so far) about dealing with Newcastle staff or builders - in fact [name removed] was great before he was let go and now [name removed] has been very attentive. I just wish my center island wasn’t made of fabricated wood, that I had loose wiring in my walls and that edges of wood had been sanded to a nice finish. I would’ve expected that for $600k.
Helena, on May 03, 2022
[name removed] was great and kept us informed during the process.
Helena, on Aug 18, 2022
I like the home overall. I put in a claim for warranty against an issue with the vent in the master that has not yet been addressed.
Helena, on Apr 07, 2022
Because we moved from out-of-state, we like that the home was delivered on time, although just barely. The last-minute time crunch left the grounds crew to rush the landscaping of the back yard, leading to areas of poor drainage. There has been no effort to revisit that despite our mentioning it numerous times to [name removed] or [name removed]. Small issues get addressed relatively quickly - bigger issues, not so much.
Helena, on Aug 16, 2022
I have a major electrical issue, and there doesn’t seem to be a resolution with the spec home my Wife and I purchased . The City Inspector, Alabama Power, and the Contractors have all meet together to try and find the problem. Warranty department doesn’t have any idea what’s going on with my issue.
Helena, AL, on Aug 16, 2022
Access whenever we wanted to see the house to gauge ideas on furniture was always granted
Helena, on Jul 28, 2022
[name removed] and everyone that we've reached out to has been very communicative and willing to look into any issues we've found.
Helena, AL, on Apr 07, 2022
We moved from CT to AL and we’re not able to see the home in person. Despite this limitation everyone did a great job providing regular updates and making move in day seamless.
Helena, on Jun 30, 2022
The warranty service has been mostly as promised, however I wish I was finding less quality issues to report regarding the home. It makes me worried about these issues compounding once the warranty is expired.
Helena, AL, on Apr 07, 2022
I liked how hey kept us updated and walked us through every aspect of the home
Helena, on Jun 09, 2022
We've been in our home for almost six months. We've been waiting on several issues to be resolved. We do understand that [name removed], labor shortages and the economy has had an impact on your ability to address these issues punctually. But, we do expect these issues to be addressed and corrected.
Helena, AL, on Mar 21, 2022
Like: Accessibility of our builder and agent. A great selection of design options. Standard design options were already nice and high-quality. Builder has been great and very communicative. Dislikes: Design of how the fridge opens up into a wall. Flat paint standard. There was a promotion that gave a free fridge and blinds if you signed a contract by 10/1 and we signed our contract at the end of September, but we weren’t informed of the promotion and it wasn’t extended to us. Had we known about it, we could’ve waited a couple days to sign our contract and take advantage of the promotion. We’ve had two leaks into our basement so far. If it had been a finished basement, it would have been severely water-damaged.
Helena, AL, on Mar 01, 2022
I liked the open commitment and communication to provide great service. There were a few small things that turned into issues, such as the contractors pouring grout down a drain and causing it to clog. But Newcastle took care of it when I submitted it to the warranty department. We love our new home!
Helena, on May 24, 2022
There have been instances where we were told to contact the vendor and then vendor told us to contact Newcastle (example leaking dishwasher). The whole back and forth looks bad and in the meantime, we have no functioning dishwasher. Also, we are having to wait until the house next to us is built to address drainage issues in our yard.
Helena, AL, on Feb 05, 2022
Obviously some issues with timing are driven by COVID and that is not the fault of Newcastle. However, the push to close before year end (after 1 full year under contract) created tight time lines to complete the build of our home. This we believe has driven some poor build quality topics with the finished product (some were noticed before closing and some afterwards). I will say, NC builder [name removed] has been helpful in fixing many of these issues. But it’s unfortunate for the customer to have to deal with on such an expensive home. Overall, I would say the customer service has been good but the initial build quality of home and execution could have been much better.
Helena, on Apr 14, 2022
All trim throughout the home appears to be OSB board that is painted. Lots of blemishes and overall a concern with the future if these were to get wet in the bathrooms. Puck lights in ceiling have fallen out several times. Front bathroom has two cracked tiles and is barely used. New Castle will not warranty. Front door threshold is cracked and front french doors are not tightly closed. Most of my issues have been resolved. With exception to the front door and cracked tiles. These questions were surrounding overall quality and to me the fit and finish on the home does not seem to align with its price point. Locally the contractors have been great at addressing my concerns in a timely manner but seem bound on some things by corporate.
Helena, AL, on Jan 16, 2022
Other than supply issues the experience was fine.
Helena, on Mar 03, 2022
Follow up would be helpful but diamond is always very attentive.
Helena, AL, on Jul 25, 2021
We would have liked to be able to do a little more customization. Unfortunately, some items like glass shelves in bathroom or usb outlet were not installed. We did like that the builder, [name removed], was willing to answer lots and lots of our questions and was patient with us throughput the building. The home looks great and we are very pleased with how everything turned out.
Helena, AL, on Jul 17, 2021
Like: Communications with the builder foreman ([name removed]) were generally good. He helped get us in within the original deadline. Dislike: Communications with sales agents were not always clear or accurate. They often confused our house with other homes in the community. Sometimes they just seemed to drop the ball.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - Purchase & Move In
Purchase Experience Testimonials from Real Homebuyers
Helena, AL, on Feb 27, 2023
Don’t think I was given honest information when we were delayed with closing.
Helena, AL, on Feb 22, 2023
We loved our design appointment and design options. It was great to have one point person to go through (our builder). It was disappointing to have our original builder laid off in the midst of our build. Our new builder has been wonderful to work with, but I'm sure it was difficult for him having to take a project on mid-way through. He did a great job taking that on though. The quality of the work of our home is great. The only thing we might recommend moving forward is to have some sort of document to share with buyers to help explain what questions they ask of the realtor, and which questions they ask of the builder. We primarily directed questions to our realtor, but many she had to pass on to the builder.
Helena, AL, on Feb 01, 2023
- Newcastle agent informing us that Newcastle started a $9,500 dollar program to go to closing/upgrades a week or two after we went under contract and newcastle wouldn't do anything for us, I mean nothing. - Change in supervisors, when [name removed] left, [name removed] did a fantastic job communicating, but we had to get him up to speed as the inside communication from agents/newcastle was lack luster - Prior to [name removed] getting involved, several issues with build of the house, and quality of craftsmanship for over 1/2 million dollars. - very underwhelmed at the quality of end product for the price paid. is seems other homes were built to a higher standard. - Best part of experience was the communication with the supervisors on site. [name removed] was very helpful and did what he could, but that late in the process , he was hampered and were were stuck with what had been done.
Helena, AL, on Dec 08, 2022
There were a few blue tape items that were just passed over. We bought the Model home in [name removed] and the kitchen cabinets had scratches and a few dents/cracks. Some of these were repaired poorly and some were not repaired at all. The master shower floor grouting is a few different colors in places, so I am not sure what happened there. Our contract process went well. We worked with [name removed] again, and she is amazing! [name removed] was our project manager and I felt like he went above and beyond to try to keep us satisfied and happy!
Helena, AL, on Aug 16, 2022
Access whenever we wanted to see the house to gauge ideas on furniture was always granted
Helena, AL, on Apr 07, 2022
We moved from CT to AL and we’re not able to see the home in person. Despite this limitation everyone did a great job providing regular updates and making move in day seamless.
Helena, AL, on Apr 07, 2022
I liked how hey kept us updated and walked us through every aspect of the home
Helena, AL, on Mar 21, 2022
Like: Accessibility of our builder and agent. A great selection of design options. Standard design options were already nice and high-quality. Builder has been great and very communicative. Dislikes: Design of how the fridge opens up into a wall. Flat paint standard. There was a promotion that gave a free fridge and blinds if you signed a contract by 10/1 and we signed our contract at the end of September, but we weren’t informed of the promotion and it wasn’t extended to us. Had we known about it, we could’ve waited a couple days to sign our contract and take advantage of the promotion. We’ve had two leaks into our basement so far. If it had been a finished basement, it would have been severely water-damaged.
Helena, AL, on Mar 01, 2022
I liked the open commitment and communication to provide great service. There were a few small things that turned into issues, such as the contractors pouring grout down a drain and causing it to clog. But Newcastle took care of it when I submitted it to the warranty department. We love our new home!
Helena, AL, on Feb 05, 2022
Obviously some issues with timing are driven by COVID and that is not the fault of Newcastle. However, the push to close before year end (after 1 full year under contract) created tight time lines to complete the build of our home. This we believe has driven some poor build quality topics with the finished product (some were noticed before closing and some afterwards). I will say, NC builder [name removed] has been helpful in fixing many of these issues. But it’s unfortunate for the customer to have to deal with on such an expensive home. Overall, I would say the customer service has been good but the initial build quality of home and execution could have been much better.
Helena, AL, on Jan 16, 2022
Other than supply issues the experience was fine.
Helena, AL, on Jul 25, 2021
We would have liked to be able to do a little more customization. Unfortunately, some items like glass shelves in bathroom or usb outlet were not installed. We did like that the builder, [name removed], was willing to answer lots and lots of our questions and was patient with us throughput the building. The home looks great and we are very pleased with how everything turned out.
Helena, AL, on Jul 17, 2021
Like: Communications with the builder foreman ([name removed]) were generally good. He helped get us in within the original deadline. Dislike: Communications with sales agents were not always clear or accurate. They often confused our house with other homes in the community. Sometimes they just seemed to drop the ball.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 5-6 Months after Move In
Purchase Experience Testimonials from Real Homebuyers
Helena, on Feb 25, 2024
It has been a very relaxed experience still waiting for things to be fixed from over a month ago.
Helena, on May 30, 2023
Misrepresentations by New Castle contractors and agents
Helena, on Apr 05, 2023
The warranty service has been good. We have had a few issues that were blue tape issues originally that they have taken care of. We have somethings that we still haven't turned in. When our fireplace was leaking gas, they did forget to contact me and I had to reach out two or three times before they go to me (over a two week span).
Helena, on Jan 18, 2023
[name removed] was very likeable and was willing to talk with us but problems we reported always seemed to fall off the list. [name removed] has been responsive and organized. [name removed] and [name removed] were excellent but were limited in what they could promise and/or do for us.
Helena, on Dec 06, 2022
Our ceilings and drywall have mud that was never sanded and looks awful. I asked during our initial walkthrough to be corrected and only one room was touched. After asking for these items to be completed recently I was told it would not. Before [name removed] left he agreed to have this addressed. Now that I am trying to figure out how to fix weve discovered some major issues that were never seen. I have multiple pictures that I will gladly share. I would like this addressed ASAP.
Helena, on Aug 18, 2022
I like the home overall. I put in a claim for warranty against an issue with the vent in the master that has not yet been addressed.
Helena, on Aug 16, 2022
I have a major electrical issue, and there doesn’t seem to be a resolution with the spec home my Wife and I purchased . The City Inspector, Alabama Power, and the Contractors have all meet together to try and find the problem. Warranty department doesn’t have any idea what’s going on with my issue.
Helena, on Jul 28, 2022
[name removed] and everyone that we've reached out to has been very communicative and willing to look into any issues we've found.
Helena, on Jun 30, 2022
The warranty service has been mostly as promised, however I wish I was finding less quality issues to report regarding the home. It makes me worried about these issues compounding once the warranty is expired.
Helena, on Jun 09, 2022
We've been in our home for almost six months. We've been waiting on several issues to be resolved. We do understand that [name removed], labor shortages and the economy has had an impact on your ability to address these issues punctually. But, we do expect these issues to be addressed and corrected.
Helena, on May 24, 2022
There have been instances where we were told to contact the vendor and then vendor told us to contact Newcastle (example leaking dishwasher). The whole back and forth looks bad and in the meantime, we have no functioning dishwasher. Also, we are having to wait until the house next to us is built to address drainage issues in our yard.
Helena, on Apr 14, 2022
All trim throughout the home appears to be OSB board that is painted. Lots of blemishes and overall a concern with the future if these were to get wet in the bathrooms. Puck lights in ceiling have fallen out several times. Front bathroom has two cracked tiles and is barely used. New Castle will not warranty. Front door threshold is cracked and front french doors are not tightly closed. Most of my issues have been resolved. With exception to the front door and cracked tiles. These questions were surrounding overall quality and to me the fit and finish on the home does not seem to align with its price point. Locally the contractors have been great at addressing my concerns in a timely manner but seem bound on some things by corporate.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 10-12 Months after Move In
Purchase Experience Testimonials from Real Homebuyers
Helena, on Nov 15, 2023
Easy to work with. Home is well built with all issues being relatively minor so far.
Helena, on Aug 28, 2023
We were told a lot of things would be "fixed" before moving in and overall, those items were not completed. If they were completed, they were halfway done, or done incorrectly.
Helena, on Feb 22, 2023
Promises made not kept Multiple issues [name removed] in warranty was rude and unprofessional Too many changes with who we were told to work with [name removed] fixing the water problem after validating it had been done wrong [name removed] returning emails or when asked to speak to the president no one responded.
Helena, on Jan 09, 2023
Communication related to changes happening at our development or as it relates to the organization overall is non existent. The warranty process is very hit and miss.
Helena, on Dec 23, 2022
I feel that, for the money we paid - over $600k - that the quality of certain parts of the home should be much better than they are. No complaints (so far) about dealing with Newcastle staff or builders - in fact [name removed] was great before he was let go and now [name removed] has been very attentive. I just wish my center island wasn’t made of fabricated wood, that I had loose wiring in my walls and that edges of wood had been sanded to a nice finish. I would’ve expected that for $600k.
Helena, on May 03, 2022
[name removed] was great and kept us informed during the process.
Helena, on Apr 07, 2022
Because we moved from out-of-state, we like that the home was delivered on time, although just barely. The last-minute time crunch left the grounds crew to rush the landscaping of the back yard, leading to areas of poor drainage. There has been no effort to revisit that despite our mentioning it numerous times to [name removed] or [name removed]. Small issues get addressed relatively quickly - bigger issues, not so much.