Complaints

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

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  Castlerock Homes

  1730 Woodruff Park Idaho Falls, ID 83401

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  Castlerock Homes

  1895 N Boulevard Idaho Falls, ID 83401-1505

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

• Initial Complaint

  Date:05/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Within 3 days of moving into our home the basement flooded with sewage due to a rock in the main line to the street. It didnt help that all of my sewage drain caps had 2 holes each drilled in them and the one behind the water heater wasnt even hand tight. They had to tear out at least 50% of our basement and it took them 4 months not to even completely finish the repairs. Had a major gas leak twice. Not from the gas companies line but from the builders line. 1. Garage door opener didnt work and had to be replaced. The garage door company told me they let the builder know that it never worked from the time it came out of the box.2. Water heater grounded out and had to be replaced.3. House had to be re-keyed because they lost the keys. 4. Tub was chipped in 2 areas large chips and it took 3 months to fix.5. The front hose bib wouldnt open they forced it open. A year later it ruptured and flooded my basement again for the second time.This was all in the first week of our purchase. A little over a year later as mentioned above hose bib broke and flooded my basement for the 2nd time. We messaged the builder. His response was no need to be rude (Which my wife wasnt) your warranty was up March 9th. Good Luck!!Two weeks after that I was walking in the backyard and smelled natural gas. Called the gas company out and in fact there was a leak AGAIN. Normally they would shut it off and make me pay a different contractor since it was the builders pipe. I also smelled an electrical burning smell me found an outlet behind my couch that was black and too hot to touch. The breaker never tripped. The wall was warm to the touch. ********** told me it was probably a loose connection or the fact that the builder used such a cheap outlet. But at least he will wish you good luck in your time of stress. This builder has Zero integrity. Also I am not the only one in this neighborhood with these types of issues. There are multiple issues in multiple homes.

  Business Response

  Date: 05/24/2023

  We were saddened to see this review come in, as we try to do all that we can to take care of our homeowners. It's correct that the ***** family experienced flooding shortly after moving in - we sent our restoration crew and a representative of our company to determine what went wrong. After fixing the issue, we were able to get our subcontractors back to get their basement put back together, except for the painter. After a couple of missed appointments with the painter, the homeowner let ** know that they would just handle to painting and replacing the final sewer clean out covers - this was via email 6 weeks after they moved in, not four months. Upon receiving this review, we went back through our correspondence to research the gas leaks - it doesn't appear that we were made aware of any gas leaks at any point in time. Had we been made aware, we would have sent our HVAC crew out to handle the issue promptly. Likewise, it doesn't appear that we were notified about the water heater grounding out either. We are unable to fix items that we are not made aware of. The garage door company didn't make us aware that the garage door opener had never worked, and had they let us know that, we would have asked them to not install the broken one and install one that worked, to avoid the future homeowners having any of these issues. The tub chips were identified and on our list of items to fix - at the time of the home closing, our tub repair guy had some severe family issues that had him out of the state for quite some time, he wasn't sure of his schedule for most of the time he was gone, as he didn't know for sure when he would be back. While it took longer than we typically like, we were able to get the chips in the tubs repaired for them. As far as the front hose bib goes - when the ***** family reached out about the flooding, it was more than a month past the expiration of their home warranty, and while it may not have been meant to be rude, it certainly came across to us as rude, disrespectful, and demanding. The leaking from the hose bib was more than likely caused by a hose being left on the hose bib throughout the winter months, allowing water to freeze through the pipe. Leaving a hose connected can cause flooding once the weather warms up and the water that froze in the pipes needs somewhere to go. When we responded saying that the warranty period had expired, the ***** family responded with a threat to the builder - saying that he'd better stay out of the subdivision. In response to the third gas leak, we were not notified of this discovery, nor were we notified of the outlet that was burning up behind the couch. Again, we are unable to fix items that we are unaware of. While we never claim to be perfect, we do try our best to keep our homeowners happy and taken care of, according to the warranty manual/agreement that they agree to at the time of signing their home contract. We are sorry that the ***** family feels that we haven't taken care of them, as we tried our best to do so. Thank you. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20083974
  
  I am rejecting this response because:

  The Builders response is not accurate. His *********************** was on site for the Gas leak and he no longer works for the builder. There were two gas leaks and I can absolutely pull records from the ************ **** was on site for the first one. And the second was a week ago. Like all of their responses they would say warranty was up or just not deal with it period. The builder is correct about ** offering to finish the paint and ***** cap covers because HIS painter didnt show up. We didnt miss the appointments his painter was on vacation and **** you even stopped by one day and said is it done. I said no its not. I made you aware he was on vacation you had no idea. At that same time I told you our mechanical room insulation was not complete and told you I would NOT do that. You said you would get it done. That also never happened. The circuit burn out was also two weeks ago. So again you wouldnt do anything about fixing it. You would respond Good Luck. Your Plumber replaced the grounded out water Heater per Nicks direction you were in ***** on vacation when the basement flooded with sewage. And you are correct I did tell you to stay out of the sub division and I was extremely rude because of the way you responded to my wifes text which you read as demanding because you have so many ****** off buyers. The only positive feed back you get are your fake ****** reviews. So in response it sounds to me like your company didnt keep the documentation for the sewage leak repairs and for the Gas leak. The second gas leak and circuit were out of warranty and I dont see the point when you have zero follow through. Its funny when you read complaints or reviews **** its everyone elses fault and you are never responsible. Take some responsibility for your poor craftsmanship and horrible business practices. You have gotten away with the for too long and people are fed up. But Im not the only one filing complaints and Im not done here. 
  
  Sincerely,
  
  *********************