Cascade West Development

Hi Matthew,

First, I want to thank you for sharing your thoughts. While not always pleasant to read, feedback from owners does allow Cascade West to assess customer satisfaction and develop new ways to achieve its goal of pleasing all of its owners. It is a core value at Cascade West to strive for 100% satisfaction with both its homes and the process of getting from start to finish.

To achieve this core value, Cascade West ensures its project managers are on-site regularly and conduct scheduled walk-throughs with our clients. With respect to these efforts, we have received praise for attention to detail and careful oversight, and we stand by the work of our project managers wholeheartedly.

With respect to budget allowances, we always inform new clients that allowances are merely estimates and that there is always the potential for additional costs when unforeseen circumstances are encountered. Cascade West always makes every effort to complete each task in the most cost effective manner possible, but in your case each of the items at issue proved more costly than either you or Cascade West had expected. Neither you nor Cascade West had any real choice in the matter as the items needed to be completed to move forward with the home, and the costs associated with completion were kept as low as possible. It is important to note that allowances can work both ways. Any task subject to an allowance that is completed for less than the allocated allowance amount results in a credit to the owner. The unfortunate reality of construction is that not all estimates can be made with 100% precision and as a result there are some unavoidable overages (as well as times where credits are given).

As for the issues with the master bathroom and leaking showerhead, after multiple inspections it was determined that the issue was the result of calcium build-up and lack of homeowner maintenance. Overspray related to this condition, as well as use of all showerheads simultaneously, caused water to escape the shower enclosure area and bypass the waterproofed section. Despite the fact that the warranty window had expired, and this particular issue was not covered under your warranty, we did offer two solutions at no cost to you: (1) installing a tile curb; or (2) installing a hinged glass door. You declined both of these solutions. Nevertheless, we are still open to working with you on these issues.

In the end, we are very sorry that you feel the way you do regarding your experience with Cascade West and we encourage further communication with our Warranty Department (our Warranty Department had not heard from you in nearly 8 weeks). We remain committed to the satisfaction of our clients and welcome further dialogue.

Thanks so much KG!
We really appreciate the opportunity you gave us to build your home and have to agree with your friends & family - it is gorgeous! We'll be sure to let Serge know that his efforts were appreciated. He cares deeply about each customer journey and we know he'll be very happy to hear how pleased you are ESPECIALLY because this was your first custom home. Of course we would love the opportunity to build another custom home for you in the future and get even more beautiful pictures! You've been great to work with and we're really proud of the project. Take care & we'll be in touch!

Thanks so much for sharing your thoughts on the journey with us Aaron! We’re very happy to hear that you’re pleased with your new custom home and we could deliver a high quality product that fits all your needs. We really appreciate you taking the time to share and will be sure to notify the rest of the team with the great job they did. Thanks again Aaron - we’ll be in touch for some photos!

Thanks so much for sharing your experience Brittany! So happy you enjoyed creating your stunning home! We'll be sure Jason & Loren read-up on this great review :) !