Kay Builders, Inc.

Review: Kay Builders improperly installed my driveway and lawn at the subject residence. I documented this to Kay Builders via email and via a registered letter on 27June 2014. The driveway paving was installed over base that was not properly prepared. It was compacted with a large amount of mud/clay. In addition, the paving contractors equipment broke down durring the installation which resulted in the asphalt being cold by the time it was installed, some of it being shoveled in by hand and then not properly rolled with the normal rolling equipment. A small hand roller was used. This has resulted in sinking spots, ridges and other imperfections. As far as the lawn, the soil was not properly retained on the slope which has resulted in ruts, washouts and washing away of the grass seed. Per my contract, top soil was to be brought in, but it was not. Clay fill with rocks was used. There are many exposed rocks greated than 6 inches in length.. I have contacted Kay builders many times in the past 2 months. Their response is that we will look at it and get back to you but every time I contact them they never respond in the time frame that they say they will. This has happened numerous times. Currently they are refusing to even respond to my requests to provide a solution.Desired Settlement: Kay Builders to provide a quality product that they were by contract to provide.

Business

Response:

Review: From the very first day I purchased my house I've had 4 main issues that have either never been corrected or took multiple times to be "fixed", however I am waiting for the problem to occur again.

1. From the start we had grout problems with our tile floor in our kitchen and hallway. They have come back twice since we moved in to regrout, even though I told them the problem is because the tiles are loose, shifting around, and no longer glued to the floor. As the weeks and months go by I have additional tiles coming loose and whole chunks of grout that are missing from my floor. I needed to call and leave messages and emails on average at least 5 times until I was even able to speak to their customer service representative, which didn't even get me far from that point. Over 6 months ago I called repeatedly until I was finally able to reach her, and was told their "handyman" was going to come out and inspect it. The guy came out and inspected and told my relative who was home at the time that it was an issue and that they would be in contact with me. Over a month went by without any word from them so I had to call repeatedly again until I finally got a response and was told that now the tile contractor also needed to inspect it. Finally arraigned for the guy to come 2 weeks later which he did and he also told my relative it was issue and I was told by Kay Builders that they would let me official know the outcome. Over two months have now gone by so I had to call repeatedly AGAIN until I got ahold of customer support only to be told that they are awaiting a determination to find out IF they will pay to replace my tile and grout. This was a known issue from day one and both their handyman and tile contractor said it was an issue and should be fixed so I expect the expense to be done by Kay Builders.

2. I've have had multiple leaks at the front wall of my garage where it adjoins my neighbors garage. They've come out 3 times thus far to fix it but I still have problems. I've told them from the initial leak that I'm concerned about rotting of wood, drywall, and trim around my garage door, in addition to the depression that has formed in the corner of my driveway in this location which I believe is due to the excessive amount of water washing out the stone subbase. I was concrened after every fix because the face of my brick wall was still wet after the next rain but they assured me this is normal probably because some water was leaking out of the gutter. I asked them what they did to correct the leak everytime but customer service replied that she either wasn't accessible to the paperwork or that it hadn't been filed yet. January 1 I went up on my roof because I had been having leaks occur again and found out that their was an entire shingle missing and that I could see down to the underlayment. In the past I didn't have a ladder tall enough for me to access the roof so I can only assume this void was here from day one and they never fixed it, even thought I told them the problem was on the roof. Unfortunatley I took their word for it that it was fixed. In the past the repainted my drywall and trim instead of replacing it but it has once again been deterioted due the water. I was told they wouldn't fix my driveway even though I tried to tell them it was a depression due to this and that they needed to fix it becuase whatever water fell in this location in the form of rain or overflowing the gutter would then proceed to go under the house foundation. On January 1 I left 3 voice messages at their main office phone, on the customer supports voice mail at the office, and on her cell phone and never recieved a returned call. I had to try and patch the hole myself. After doing research myself and talking to roofing professionals I determined that a typical shingle roof is supposed to have a roof pitch of 4" vertically for every 12" vertically and if it's between 2 and 4 over 12" it's supposed to have a double layer of underlayment and waterproofing material. My roof has a pitch of 0.7 at the very end of the roof and 2.7 over 12 for the remaining 20'. Based on this information my roof is not pitched correctly in the one location and I highly doubt it has the correct underlayment requirements for the rest or I wouldn't be having this problem. I believe water has always been running down the exterior of my wall during every storm event due to the sign on the brick but that the leak on the inside of my garage is only visible during the more extensive storm events and when there is snow melting on the roof.

3. Another location of my roof, between my garage and the room the call the "flex room" I have had problems with in the past. In this location water was missing the gutter and they tried to correct the problem by adjusting the gutter in this location to have more pitch and be located closer to the shingles. However, the problem is that the roof isn't adequate supported in this area and the singles sag. A quarter of my roof has to funnel to this location which is only 1' wide and since the shingles sag, some of the water misses the gutter. I was told they won't fix this anymore since it's not causing problems. During one major storm event two years ago I had some water trickle into the basement in this location and I'm awaiting for it to happen again.

4. I had a leak at my dining room window which took them 3 times to fix thus far. The leak only happens during heavy rain and wind against this window and we have had this same scenario so I'm still not convinced it's fixed. I was never really told what was done to remedy these issues but customer service thought it was caulked the first two times and mentioned something about the J channel not being installed right as part of the third fix but couldn't provide me with any additional information. I'm by no means a contractor but I know there is only one way for a J channel to be installed so I'm doubting this issue has been fixed and am just waiting for the leak to re-occur.

I called their customer service representative last week and demanded something get done with my room prior to the next snowstorm. I was assured the roofing contractor would inspect the roof and that I would hear back in two business days from her. We are now on the fourth business day and I have yet to hear from her, even after I left her additional calls and emails. The inadequate responses and poorly attempted fixes to remedy my roofing and tile/grout problems is completely unacceptable. I request that my issues get corrected immediately and fixed permanently so that I never have to deal with these issues again.

My wife and I always wanted to eventually build our dream house in the future but buying this house from Kay Builders and having all these problems has resulted in me changing my mind and never wanting to build a house again. We have since found a home we would like to begin the next chapter of our life together in but since we obviously can't sell our house with these issues because then we would then be held accountable and liable, the same things Kay Builder should be held to. Since Kay Builders recieved 100% of the purchase price of the house I think it should be expected that the product I receive is also 100%.Desired Settlement: I would expect the following to be replaced

1. Retile and grout our kitchen, hallway, and bathroom

2. Reslolpe the garage roof where it adjoins my neighbors and/or provide the adequate underlayment and waterproofing per code and shingle manufacterers instructions. At a minimum the slope at the end of the roof needs to be corrected to meet the code requirements. Replace any rotting wood under shingles and repaint trim, replace if warranted, around garage door. Also, remove drywall in garage to inspect wood for rotting and replace as needed, then install new drywall. Repair the corner of my driveway due to subbase washout from excessive water leaking in this area.

3. Repair the roof between my garage and flex room to ensure water will be conveyed into the gutter and not bypass it.

I would ask for them to guarantee that I will never have issues in the future but at this point their word means nothing.

Business

Response:

Philip,

Kay Builders repaired the cricket, ice and water shield as needed and re- shingled the cricket and replaced shingles in the valley. Repair is 100%.

(P) ###-###-####

(F) ###-###-####

Kay Builder Logo FINAL redo border

5930 Hamilton Boulevard, Ste. 10

Allentown, PA 18106

Review: Installed a paver patio of a different color other than what was what we chose and is on our original contract, we did not sign for it during our walk through, because it was not installed. We also were mislead from the beginning by after the initial writing of our contract we were told that we could not have a stamped patio because of township regulations. That was wrong information. We would have just needed to adjust our dimensions. We settled with the paver patio. They installed it incorrectly. I notified them. I was told it would be handled in the spring. Spring came, they came back with excuses with why we had to pay for extra for polymer sand. At the same time I wanted to extend the patio so we asked the contractors if they knew where Kay's purchased their pavers from. They told us the [redacted]. We went to our contract and ordered the exact brand and color do paver. The only difference was size. They didn't have the 4 x8 in stock so we ordered the the next size up. As long as it was the same color we would be happy. Well we ordered it and picked it the next day. The pavers were damp and appeared slightly darker in color, so we just assumed it was because they were wet and because ours were dirty because they were covered with dirt from all of the property that has yet to be landscaped and seeded 6 months after we closed!!! (That's a whole other issue!!!!). So that pavers were laid and we ended up putting the polymer joint sand in between ALL of the patio pavers (which was ANOTHER big fiasco). The following day after everything dried we looked at this patio and realized that something went wrong somewhere down the line. After my wife did her research, she found out that what we picked out in the sales office for our pavers and what is on our contact WAS NOT installed as our patio. Now we have a mis-matched patio at our cost of $4045 and at Kay's mistake. They will not respond. We have also closed almost 6 months ago and our yard is still entirely dirt. Well that's false, we have some beautiful weeds popping up.

Business

Response:

Kay Builders had installed a paver patio using 4 x 8 Traditional Prest Brick pavers in Chocolate/Tan at the rear of **. [redacted]'s property in December 2013. At the time of settlement, **. [redacted] accepted patio as installed.

On 5/17/13 **. [redacted] informed me that he visited the paver provider in an attempt to purchase additional paver to enlarge his patio. He stated that when he tried to purchase additional pavers to match, he was told they were not available. He then decided to purchase another style and size paver in the same color, Appian, 6x9 with rounded corners . Upon completing the extension of the patio, he believed that the colors of the pavers were different.

I have scheduled a meeting **. [redacted]'s, the provider of the pavers and myself at his home for Friday, May 31, so that we can examine the pavers and determine if their is an issue.

After that meeting, I will let you know our findings.

Regards,

Kay Builders, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

**. [redacted] is incorrect. We did not"accept" this

because it was not completed at the time of settlement. We did not sign off on it.

Regards,

Business

Response:

On 5/31/13 [redacted] and [redacted], of the [redacted], met with **. [redacted] to examine the brick pavers that **. [redacted] believes are the incorrect color. It was determined by [redacted] that the colors of the pavers are as ordered and as per specs. **. [redacted] stated that when the pavers are wet, they do appear to have a more uniform color. It was agreed by all parties that if a color enhancer was applied, the pavers would have an appear **. [redacted] would be satisfied with. Kay Builders has agreed to supply **. [redacted] with that enhancer and **. [redacted] has agreed to apply.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We put a 10% down payment on a town house to be built by Kay builders on Jan 5, 2013 with a completion date of end of September in their [redacted] community in [redacted] Twp. Kay has continually delayed the start of our home with what they deem as valid reasons, which we do not agree as valid. We tried to cancel our contract in April as they had not started the house, nor had any intentions of starting the house until all units were sold. We were never told the block of houses could not be started until all were sold. We also learned Kay had let one of the people who had put a down payment on a home out of their contract in this block but refused to let us out. They refused to release us from the contract, they refused to return our calls or emails. The only person we are allowed to discuss anything with is the on site sales person, she refuses to provide us with names or allow us to contact anyone else. I have researched their company and found out who the people for customer service, as I demanded when I sent them the cancellation notice of who it had to be sent to, still no one at Kay would return any calls or emails. We went to Attorney [redacted] to determine what our options were. Per [redacted] we could not terminate the contract regardless of the fact the home had not been started or that no one would return any calls addressing our concerns on the start and completion of this home. The on site person when I called to find out who the project manager was said if we were to agree to drop our challenge the builder would guarantee we would be in the end of September and no later than the middle of October and everything including seeding, driveway, etc would be complete.

As of today June 23, I went to the site, they have had the foundation poured for over 3 weeks, they gave us a paper that said now the home would now be completed at the end of October, but per the contract they are not in default until the end of December as in their contract they have 90 days from the original completion date to complete the home before they are in default.

I again asked why it was being pushed back, again the on site person just says well they have given you a date and guaranteeing it to be complete. She again refuses to let me discuss why this home is continually pushed back and why there is no real progress to getting it completed, as she says it is not Kay's policy to allow people to talk to their management as they have four developments going and they are busy,

They have had over $27,000.00 of my money since January but I am not allow to talk to anyone, and they want more money to cover changes we want to make, but they have not done anything but they are demanding more money. We put down 10% then found out afterwards they only required 6% but it seems you never get a straight answer at anytime and I cannot fault everything on the on site person as she is just stone walling us per her companies policies.

The whole development is being managed poorly, lawns have not been put in for some people who have been in homes for more than 4 - 6 months, it seems they are just concerned with taking deposits and signing contracts. There does not appear to be any coordination or concern

They are demanding more money but have no concerns for my interest or honoring their contract. This continual delay will cost me more money as interest rates are rising, but again them honoring their contract is not a concern as they feel and per their contract they have until Dec 31, 2013 to complete the home.

If this level of regard to their customers, and customer service exists before the home is even started I can only imagine what it will be like if there are issues with this home.Desired Settlement: I would like to cancel my contract as I requested back in April