Keystone Custom Homes, Inc

After doing some research internally, I have learned that the customer in this instance had agreed to accept the $3,that was already refunded by Keystone and the condition that if the customer decides in the next months to proceed with the purchase, Keystone would honor the other $2,
of his deposit towards such a purchase up to that time

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

The ***s have been updated on the status of the repair via email on 7/29/

Hi ***,Thank you for the call back this morning. Attached to this email is the agreement Keystone expects me to sign. After consulting with my lawyer, he too agrees this agreement is not fair and it was never agreed upon in the written agreement back in December I made with Keystone. The agreement is one sided and hypocritical in the fact that they (Keystone) will not agree to their own terms and refuse to put any wording in the agreement that would protect me should Keystone not follow through on their end. What I find comical is that they continue to drag this along as if they are trying to help us. They mentioned several times through email that they would have a check cut for the electric bill while we figure out the remaining balance. Then in their response they said they would have a check cut for the electric next week. If it were THAT easy, after sending them the bill and information in mid-January why am I a month and a half into this with them if it were just that easy? They themselves are making it impossible to work with them to find a mutual conclusion because they aren't agreeing to what we have in writing with MrC*** of Keystone saying to send everything over to him when we get the bill and he will get the check to us. This is very cut and dry and there were never any terms in our agreement that we would have to sign an agreement drafted up by their lawyer. The fact that they got their lawyer involved I consider a threat and because of it I now have to pay my lawyer to get involved and look over the "agreement paperwork" that was never mentioned prior that we would have to sign until a month after I submitted everything over to Keystone to pay and reimburse me. Below are the things we need changed in the agreement to make it fair for all parties and protect us as well. I already sent this to the Keystone attorney weeks ago and they refused to work with me and make changes to the agreement with the terms below.#on the agreement: We want included in this section that payment to us must be made in full in the amount of $1,within (7) days of *** signing and sending the agreement. Violation of this provision will void the terms of this agreement and *** can take legal action against KEYSTONE and *** in which all costs incurred, including attorney fees will be paid by KEYSTONE and ***.#on the agreement: We want included in this section that the repairs done to ***'* property must be approved with full satisfaction by *** after completion of blending, repairing, and reseeding. Seeds must take, grow, and must match ***'* current grass color The yards must also be blended and look naturalIf not, KEYSTONE must come back to fix the property until *** gives their approval and satisfaction. Violation of this provision will void terms of this agreement and *** can take legal action against KEYSTONE and *** in which all costs incurred, including attorney fees will be paid by KEYSTONE and ***.#on the agreement: You MUST also agree to your own terms put in place for me. Therefore you must also add to this section that KEYSTONE and *** likewise agree that violation of this provision by KEYSTONE and *** shall void this agreement and *** can take legal action against KEYSTONE and *** in which all costs incurred, including attorney fees will be paid by KEYSTONE and ***. *** *** *** *** *** *** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Per the attached email, Keystone furnished and installed a higher flow than usual water valve in the master bath showerPer the plumbers email in the attachment, this valve is capable of draining the entire water heater in less than minutes and that is factoring in cold water usageKeystone is saying that we use too much hot water and of this they have no proofWhat is proven is that there is no chance with the valve installed, that two adults can use the master bath shower and a third person use another bathroom within a reasonable amount if time and not run the tank empty of hot waterWe have three people living in a four bedroom house and cannot get ready without running our of hot waterThe fact is this: Keystone installed an upgraded high flow shower system in the master bath and failed to upgrade the water heater as wellWhen someone buys a brand new home, they don't expect to have hot water issues when only living at 75% capacityI challenge anyone to get three people in and out of the shower in less than an accumulative minutesIf you wouldn't want this in your house, how can you ask me to accept it in mine?
Regards,
*** ***

Keystone’s position re *** ***’s complaints are as follows: 1) Grading and seeding was completed on June 1, The customer’s yard was too wet and unstable to support the necessary machinery prior to this date Keystone personnel spoke directly with this
customer on the night of May 31, 2016, and explained this situation.2) Leak under kitchen sink was fixed on May 27, The trap under the sink appeared to have come loose, but a root cause was not able to be identified. Keystone is not aware of any further issues with this customer’s home and would appreciate if the negative social media postings would be removed Thank you

Keystone has been discussing the concerns expressed by this customer, including an onsite visit last week. A resolution is still being negotiated between the parties at this time

I am writing in response to Complaint No***, filed by *** ***, which I received on February 19, 2014. The ***s’
home was completed in October, (the occupancy permit was issued October 26, 2011). The ***s’ home was sold to them, subject to Keystone’s 1-year limited warranty and 20-year structural warranty.
Keystone’s customer service department began working with the ***s shortly after the home was completed. Keystone dealt with numerous matters through September of under warranty. Keystone also dealt with the previous Revdex.com complaint filed by the ***s (No***), which was closed in October 2012. The present complaint appears to be an aggregation of past complaints and a few new items
I note that **. *** has sent numerous e-mails, copying them to such people as the Township’s engineer, State Senator *** ***, the *** Township manager, the *** Township zoning officer, and an attorney (this attorney is apparently not licensed to practice in Pennsylvania, and Keystone has received no contact whatsoever from him or any notice from **.*** that he is now represented by counsel and that all contacts should be through counsel)
As an introduction to this response to **. ***’s complaint, I want to note that once construction is completed on a home, Keystone and the homeowner conduct a Celebration Inspection prior to the homeowner taking possession, which results in a written report signed by the homeowner. A copy of the ***’s Celebration Inspection Report is attached. Keystone also conducts an 11-month walk-through inspection with the owner to determine any warranty issues (several Service Orders mentioned in this response were the result of this 11-month inspection with **. ***). The resulting 11-Month Inspection Report is signed by the homeowner. A copy of the ***s’ 11-month Inspection Report is attachedReference to these two reports will be helpful in determining what issues were raised post-construction, but prior to possession, and what issues had been raised, but remained unresolved, at the time of the expiration of the new home warranty
We will address each point made by **. *** (I have copied his points, unedited); Keystone’s responses are in red:
Cracks in the ceiling, every nail/screw is popping threw the drywall,
Minor ceiling cracking and nail/screw pops are covered by the 1-year limited warranty. The *** home was inspected by Keystone personnel and the drywall subcontractor supervisor on October 13, (Service Order ***). Repairs were made on November 2, (SO ***), and painting after repairs was completed by the painting subcontractor on November 2, (SO ***). Keystone has no record of any additional complaints being raised within the warranty period. After expiration of the warranty, these become ordinary homeowner maintenance issues
previous paint patchs are not covering any of the (incompetent keystone sub's) patch work,
Keystone has no record of these matters being raised within the warranty period. After expiration of the warranty, these become ordinary homeowner maintenance issues
truss uplift is separating our wall's from the ceilings,
This was previously raised by **. ***. Keystone engaged a contractor to correct this problem, and the work was completed on October 19, 2012. Keystone has no record of any complaint regarding this matter since then. The warranty specifications indicate that a gap of 1/8” or less requires no correction. After expiration of the warranty, these become ordinary homeowner maintenance issues
all the molding in the home has shrunk leaving spacing in corners and edges,
Issue was raised by **. *** at time of final warranty inspection. At that time, the Keystone representative called **. ***’s attention to the following section of the appendix to the home warranty:
“9-33. Observation: Cracking will occur as part of settlement of the home. Areas prone to such cracking are, but not limited to, Any area where drywall and wood trim meet.
Any inside corners where walls meet walls and where walls meet ceilings. Where countertops and walls meet
Performance Guideline: Caulking is a homeowner maintenance issue. Homeowner will have to caulk on a periodic basis in order to maintain surfaces in question
Corrective Measure: None”
**. *** was advised at that time that this claim was not covered by the new home warranty and that Keystone would not be making any repairs. Keystone has no record of these matters being raised thereafter. This is an ordinary homeowner maintenance issue
shower leak under the floor created drywall damage and mold damage "pictures to prove" Keystone did nothing to fix the issue
This issue was raised by **. *** in March of (after the expiration of the warranty). As an accommodation to the ***s, Keystone personnel addressed the matter. Keystone involved the plumbing subcontractor which performed work on the *** home, as **. *** had a number of plumbing issues. The subcontractor’s insurance adjuster visited the*** property to evaluate the potential claim.
**. *** has indicated that he will not permit anyone from Keystone or Keystone’s subcontractor to perform the work; he wants to have the work performed by a contractor of his choice. He has made a flat demand for payment in the amount of $20,to settle his claim, but has provided no documentation, work estimate, etcto justify this demand. Keystone has not accepted liability for **. ***’s problem, but was working with him to reach an accord with Keystone/the subcontractor/the subcontractor’s insurer. In order to make a determination of responsibility, Keystone has requested that 1) it be permitted to inspect everything before any work is done, 2) it be advised of all work and the cost thereof before work commences, and 3) it be provided with copies of all invoices, marked “paid”.
The last contact in my file from **. *** was May 22, He indicated that he had been ill, but would “will have something to you by mid next week at the latest.” We have heard no further word since. **. *** is invited to contact our office to further progress on this matter
drainage issues in the back yard, setting water
This matter has been dealt with previously; this was the subject of the previous Revdex.com complaint no. ***, which was closed on October 5, 2012. Grading, etcwas according to plan. The appendix to the new home warranty provides, in applicable part:
_____1-2. Observation: The site does not drain properly
Performance Guideline: The necessary grades and swales should have been established by Builder to ensure proper drainage away from the home. Standing or pondingwater shall not remain for extended periods in the immediate area of the house after a rain (generally no more than hours), except in swales that drain other areas or in areas where sump pumps discharge. In these areas a longer period can be anticipated (generally no more than hours). The possibility of standing water after an unusually heavy rainfall should be anticipated by the owner. No grading determination shall be made while frost or snow is on the ground or while the ground is saturated
Corrective Measure: Builder is responsible only for initially establishing the proper grades and swales. The owner is responsible for maintaining such grades and swales once they have been properly established by Builder
Keystone did not apply the correct amount of top soil, now grass will not grow " proven by *** *** Keystone had come out"
This issue was raised by the ***s with Keystone personnel in an e-mail dated 3/26/12. At that time, the ***s were advised that the fill and topsoil on their lot was completed according to applicable regulations. This matter was raised during the warranty period.
Section of the new home warranty provides, in applicable part:
Keystone does not warrant or guarantee the following:
e. The quality or quantity of growth of grass;
The addendum to the new home warranty provides, in applicable part:
_____12-3.Observation: Grass seed does not germinate within days of the acceptance of the project
Performance Guideline: Maintenance of the lawn, including watering, reseeding, erosion and washouts after settlement, is the homeowner’s sole responsibility. Builder does not guarantee the quantity or quality of growth of grass
Corrective Measure: None
This item is not covered by the warranty, which, in any event, expired in October,
8. Fiber duct used in the basement does not meet building codes on the (R) value
All materials used were according to specifications and Code requirements. It should be noted that the basement is “conditioned space” under the Building Code; the “R Value” requirements do not apply to “conditioned space”
Concrete in the garage is chipping up cracking "other than expansion joints" currently 1'' deep
Keystone has no record of these matters being raised within the warranty period. This does not appear on the Celebration or 11-month Inspection Reports. This is now outside warranty
Caulking around tubs have failed months after the home was built and now the sub floor is rotten, keystone did nothing when this was told to them
Damage was caused by the homeowners’ failure to maintain calking, as required by Observation Guideline 9-33, set forth in the response to item above. Keystone will not address this issue
kitchen sink leaked and warped cabinets, semi fixed but not 100%
New cabinet skin and kickplate were installed on February 4, (SO 49545). At **. ***’s request, Keystone reimbursed **. *** for the expense of re-plumbing the P-trap under the sink, the work having been done by **. ***’s father, rather than by Keystone personnel or subcontractors. This issue has been resolved, and Keystone has no further responsibility.
drywall chunks are under our carpet, keystone would never fix the issue
Keystone has no record of these matters being raised previously, either within or outside the warranty period. This matter does not appear in either the Celebration or 11-month Inspection Reports, both of which were signed by **. ***. Keystone is not responsible for matters raised for the first time more than years after the homeowner takes possession of the home, except for structural matters
HVAC unit installed incorrectly, they only have the return-air on one side of the unit and per the directions the return needs to be tied into both sides or one side and bottom of the unit
Keystone has no record of these matters being raised previously, either within or outside the warranty period.
Keystone had a broom in between the garage door to prop it open during construction and it bent the door, I asked this to be fixed on day one and they did nothing
**. *** is indicating that this claim is based on conduct by Keystone or its subcontractors during the construction phase of his home and that the problem existed at the time that he took possession of his home. The only mention of the garage door is a notation in the 11-month Inspection Report that the door was dented at the 11-month inspection time (there is no mention of a garage door problem in the Celebration Inspection Report). This is simply a notation of the condition, and no mention is made of the cause or of any claim against Keystone. There is no mention of broomsticks or a bent garage door in the Celebration Inspection Report, and Keystone has no record of these matters being raised previously, either within or outside the warranty period. It therefore appears that any problem with the garage door at this point, more than years after completion of the home, is the homeowners’ problem
all windows had cracks around them due to taping was done wrong, keystone gave me trim to cover it
**. *** has misstated this matter in his complaint. The areas in question were taped properly. The cracking is due to settlement at caulked joints. Although this is a non-warranty item, the previous regional manager agreed to provide **. *** with trim as an accommodation to him. **. *** indicated he would install the trim, and it trim (SO 50169) and paint (SO 50179) were delivered to home on, respectively, April 26, and May 7, 2012. As state above, caulked joints are not covered by the new home warranty, but this courtesy was extended as an accommodation to **. ***. Keystone has no further responsibility regarding this claim
Kitchen cabinet is becoming warped where the above shower leaked due to bad installation 'pictures to prove" may have mold behind the walls also
Please see discussion of items and above
HVAC temperature in master bedroom is degrees different then other rooms on that floor 'damper is open 100% to the master bedroom - this may be due to keystone not insulation the garage 'garage door is always closed"
HVAC system was constructed according to specifications, based on square footage of the home. All insulation required by Code and/or appearing in the specifications for the home was installed. Keystone has no record of these matters being raised previously, either within or outside the warranty period.
The jam to the walk out door to the garage is bowed down making you have to kick the doors to open them, "keystone tried to fix this but would have to redo the header and they never did it keeps sagging
This matter was addressed on October 3, (SO 51296). Door worked properly at time of repair. This item is now more than a year outside warranty and will not be addressed further
I tried to contact *** *** with keystone in the past weeks but he has ignored me
Unfortunately, ***, as CEO of a company which is the largest residential builder in eastern Pennsylvania and is currently building homes in more than different communities in states, cannot personally address individual customer service issues. The ***s have been advised to make their contacts through Keystone’s customer service department and have been assigned customer service representatives to address their concerns. Keystone has no record of recent contact by **. *** with the customer service department
the roof peaks on the home on both ends are popped up while the middle has sagged down
If this is deemed to be a structural issue after inspection by Keystone personnel and it is determined that there is a defect in construction or materials, this matter can be addressed under the 20-year structural warranty. **. *** should contact our office to arrange an inspection. It should be noted that the ends may only appear to be elevated. The roof ends 2’ in, and the plywood would typically run up to the peak of the truss. In between these two points, the sheathing is left 2” low on each side of truss for ridge vent installation. This can make it appear that the gable ends are elevated when they are not
building materials used to build the home were warped and soaked prior to installation 'pictures to prove"
In the course of construction of a home, some building materials will become wet, particularly materials on site prior to the home being placed “under roof”. This is in construction. All materials are permitted to dry before installation. In the case of framing and related structures, they are allowed to air dry completely before being covered. All materials used in this home were new materials in new condition. All construction was subject to periodic inspections, and all construction was accepted by the inspector
garage step fell apart when we had company and they fell 'i had to make a temp step"
Referencing the Celebration and 11-month Inspection Reports which are attached, no mention of a problem with this step is mentioned. No previous mention of this appears in Keystone’s service records. At this point, more than years after the ***s took possession of the home and more than a year beyond the warranty coverage period, Keystone has no way of gauging the cause of any problem or determining whether abuse is the source of the problem. The step was solidly constructed and, apparently, was intact throughout the warranty period. This is a homeowner maintenance matter
interior garage door to the house is rusted 'perhaps it was used prior to installing at my home"
Only new materials were utilized in the construction of this home. Keystone has no record of these matters being raised within the warranty period. After expiration of the warranty, these become ordinary homeowner maintenance issues
keystone tried to fix floor squeaks by drilling threw the carpet and the carpet is still screwed to the sub floor
Floor squeaks were repaired by Keystone personnel in October, 2012. “Squeak-no-more: screws were used in the repair, which are installed through the backing of the carpet, but do not screw the carpet to the floor (or subfloor). Keystone has no record of any complaint sinceThis matter is now outside warranty
all masonry around fire place is chipping and cracking
Masonry subcontractor used proper specified materials and installed masonry per plan. Keystone has no record of these matters being raised within the warranty period. After expiration of the warranty, these become ordinary homeowner maintenance issues
the snow on the home roof has made loud crack noise's in the home and now the master bedroom has the corners of the wall's separating from the roof joists
Keystone has no record of any prior complaint regarding this item. Under heavy snow loads such as the loads experienced in 2013, coupled with unusually low temperatures, or in heavy winds, it is for trusses to deflect slightly, and some flexibility is necessary to provide structural integrity. In such circumstances, sounds may produced which are not experienced under conditions. If this is deemed to be a structural issue after inspection by Keystone personnel and it is determined that there is a defect in construction or materials, this matter can be addressed under the 20-year structural warranty. **. *** should contact our office to arrange an inspection
The *** home has been the subject of Service Orders since the ***s took possession of their home in October, 2011, and various customer service personnel have been in repeated contact with **. *** in attempts to resolve his issues. To date, Keystone has paid its subcontractors and vendors a total of $9,in completing these Service Orders. Keystone strives to meet every customer’s expectations in all of its more than active communities, and every effort has been made to make the ***s part of the family of satisfied customers. Keystone has made a good faith effort to address all of the ***s’ concerns. It is unfortunate that these efforts have apparently not satisfied them. As stated above, Keystone has been prepared to address the plumbing issue for some time, but has not received the necessary contacts and information from the ***s (the last contact was May 22, 2013). We look forward to resolving the issues discussed under numbers 5, 20, and above in cooperation with **. ***
Thank you for your consideration
*** ** ***Granite Run Drive-Suite 100
Lancaster, PA 17601
Office: ###-###-####- Ext***
Fax: ###-###-#### ***

In response to the claim
set forth by *** ***, Keystone
Custom Homes, Inc(“KCH”) has never been made
aware of leaking pipes in *** ***’s basementWe do not have any record of a
single phone call or emailHe is more than welcome to contact Evan C***, Customer
Relations Manager at ***@keystonecustomhome.com or by phone at ###-###-#### to coordinate
someone coming to fix the leak
In response to the
issues with *** ***’s yard, settlement was delayed by *** *** due to the
house appraising at approximately $60,less than the asking price
During this delay, the lawn was not maintained by KCH and at the time of
celebration, *** *** wanted it to be corrected KCH agreed to the terms
as per the celebration list and wrote a service order for one year’s yard
treatment*** *** also had excessive yard settlement around his house in October
of which KCH had corrected even though it was against our warranty
guidelines
KCH has not heard from
*** *** one time since he settled on his house, except for a phone call days
after settlement asking why his celebration list was not completed (items
remaining on list were front door kickplate and replacing one dead bush)KCH strives for 100% customer satisfaction, and we regret that *** ***'s experience has been less than desirableWe
welcome *** *** to contact Evan C*** to voice his complaints and we will be
happy to address any issues he currently has

In response to the claim
set forth by *** ***, Keystone Custom Homes, Inc(“KCH”) has never been made
aware of leaking pipes in *** ***’s basementWe do not have any record of a
single phone call or emailHe is more than welcome to contact Evan C***, Customer
Relations Manager at
***@keystonecustomhome.com or by phone at ###-###-#### to coordinate
someone coming to fix the leak
In response to the
issues with *** ***’s yard, settlement was delayed by *** *** due to the
house appraising at approximately $60,less than the asking price
During this delay, the lawn was not maintained by KCH and at the time of
celebration, *** *** wanted it to be corrected KCH agreed to the terms
as per the celebration list and wrote a service order for one year’s yard
treatment*** *** also had excessive yard settlement around his house in October
of which KCH had corrected even though it was against our warranty
guidelines
KCH has not heard from
*** *** one time since he settled on his house, except for a phone call days
after settlement asking why his celebration list was not completed (items
remaining on list were front door kickplate and replacing one dead bush)KCH strives for 100% customer satisfaction, and we regret that *** ***'s experience has been less than desirableWe
welcome *** *** to contact Evan C*** to voice his complaints and we will be
happy to address any issues he currently has

Keystone is currently preparing payment to **and *** *** to reimburse them for their total electric cost in December as promised. A check should be mailed within the current week. When conditions allow, Keystone will repair, as promised, the disturbed area of **
and *** ***'s lawn in the immediate vicinity of the missing utility stubs for Keystone's lot. This repair will be completed once grading and blending of the two yards is completed in the Spring of 2015. Two landscaping options were offered to **and *** *** just prior to the filing of this complaint. If the *** could notify Keystone of which of the two options they would prefer, the appropriate planning could commence. Finally, Keystone will gladly begin processing the additional payment discussed for any inconvenience incurred by the *** during the approximately two (2) weeks in December when they allowed Keystone to access to the electric service at their home. However, as previously discussed with ***, this final payment will not be made by Keystone until such time as the Settlement Agreement & Release provided is signed by both **and *** *** and returned to Keystone. Kindly let us know if **and *** *** will sign the Settlement Agreement & Release, as well as which one of the two landscaping options they would prefer

In re: *** ***
Complaint No***
Dear ***,
I am responding to the complaint filed by *** *** regarding her home in the *** *** Community,
constructed by Keystone Custom Homes years ago After receipt of the complaint on December 17, we had a representative visit the *** home to investigate the complaint *** was present during the inspection conducted by the Keystone representative
Regarding the complaint that *** “found there was no thermal barrier or any structural barrier between the front porch roof eve and the floor joist between the 1st and 2nd floor”, this is apparently incorrect The Keystone representative raised up a panel of the ceiling above the front porch and found insulation *** observed this insulation I am attaching pictures taken at the time of the inspection, showing insulation In fact, it was found that areas of the garage ceiling which, by Code, do not require insulation (there are no living areas over these areas) were nevertheless insulated as well We cannot explain the discrepancy between conditions as the Keystone representative found them and conditions as described by *** in her Complaint We do note, however, that the section of ***’s complaint dealing with the insulation issue is word-for-word identical to an inquiry received from a neighbor by Keystone (not through the Revdex.com):
“.we found there was no thermal barrier or any structural barrier between the front porch roof eve and the floor joist between the 1st and 2nd floor causing the outside air free passage into my home freezing my pipes and keeping the energy efficiency of my home very poor There is no and I mean absolutely no insulation not even plywoodThe only thing separating the area between my floor joists is a thin layer of aluminum soffit skirtingNothing else, basically making it wide open to the outside elements; completely unacceptable by any standardsI know that my neighbor had issues with her pipes freezing years after the townhome was being built and your company came out and corrected their property due to poor building structure and insulationI would like to see someone from your company come out and assess the situation and correct any errors that have occurred in this home with being builtI also would like any documentation you have on the zoning and coding inspection and paper work of the propertyAny questions please contact me directly at.”
Keystone is working with that neighbor, assessing whether there is indeed an insulation problem with that home But there does not appear to be an insulation problem at the *** home
Regarding the HVAC system, *** has not identified the HVAC specialist she engaged, and we have seen no written report The HVAC unit and duct work installed in the *** home are as prescribed at the time by the HVAC contractor, based upon square footage of coverage An HVAC contractor may suggest a different unit or specifications, but that does not mean that the specifications of the equipment installed are not adequate We believe that the system installed in the *** home was, when installed, the appropriate equipment for the home This was, of course, years ago Systems do deteriorate with age and eventually need replacement If a system is not properly maintained, it may fail prematurely *** is the third owner of her home, having purchased it in We therefore have no record of past performance or of maintenance of this system I will note, however, that this is the first complaint logged in our records regarding the HVAC or heating/air conditioning problems with this home
Keystone-built homes come with a comprehensive 1-year limited warranty and a 20-year structural warrantyThe 20-year structural warranty is transferrable, but the 1-year warranty is voided upon the transfer of the property (again, *** is the third owner of this home)
The conclusion of our investigation is that the *** home was properly constructed and properly insulated when built The HVAC system was adequate for its task when installed We have no documentation regarding maintenance of the HVAC system over its 10-year life to date, and we have had no complaints regarding the HVAC system performance or regarding insulation until now We conclude that any insufficiency in heating or cooling at this point is due to ordinary wear and tear on the 10-year-old system or to maintenance issues with the system Keystone Custom Homes is not, therefore, in a position to offer assistance at this point
Thank you for your consideration
*** ***
Granite Run Drive-Suite 100
Lancaster, PA 17601
Office: ###-###-####- Ext***
Fax: ###-###-####
***

--------- Forwarded message ----------
From: *** ***
Date: Tue, Apr 29, at 10:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To:
[email protected]
After Keystone Custom Homes became aware of our complaint via the Revdex.com, they resolved the complaint by refunding our money and providing us the necessary paperwork While we haven't heard any reasoning for their taking our money - any accountability - any apology - we would like to close the complaint so that we can be done with them
We think it's sad that it takes having to open an complaint against them through the Revdex.com for a business to do the right thing - maybe just to keep their A rating?!
Thanks,
*** ***

Keystone Custom Homes does provide a Year Structural WarrantyCoverage however is limited to the load bearing portions of the home onlyA roof leak, regardless of where it is would not be covered under our Year Structural Warranty*** *** mentions that this was the second time that
this problem occurred, but in looking at the service records for his home, the first leak was actually a window that required repair, not the roofDue to the fact that our structural warranty does not cover roofs, *** ***’s home is far beyond our year home warranty period and we will not be making the repair to the roofWe would however be happy to pass along the contact information for the roofing company that we use. Regards,Sarah Sarah KYoungLand Entitlements Coordinator/Paralegal

After reviewing this case, I regret to inform *** ***, that Keystone Custom Homes, Inc. ("KCH") does not have any grounds to file a claim against ***Not only has the warranty between *** *** and KCH expired, but the warranty between KCH and *** has expired as well
*** *** states that the product was installed over an unsuitable surface ("rough plywood"), but that claim is invalidThe substrate used was *** oriented strand boardThe product was approved by *** for use over that type of surface at the time and therefore seam failure is not from a latent defect due to poor installationKCH always strives for a positive experience for our consumers, but in this particular situation, there is unfortunately nothing that we can do to assist in fixing this problem for *** ***

[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.]
Revdex.com:
That's fine, if "at this point the only thing KCH is willing to do is dig up the exterior drain and connect it to another daylight drain." KCH is welcome to come to our house and try again to dig up the exterior drain, but I don't think they will find any exterior drains because none was ever installed. Please let us know when KCH will come to dig so we can make arrangementsSincerely,
*** & *** ***

Keystone delivered the product that they promised on timeEveryone we worked with was cooperative and willing to make this a positive experience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: there is NO lease whatsoeverWe have been taking care of the home with OUR moneyNo complaints! However, even if there was an issue with the home, it is covered under warranty regardlessWe have cooperated with Keystone, yet they do not return phone calls or emailsBy them charging us "rent", that's more money in their pocket, even though we pay if anything is needed here
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Evan is the primary reason there has been no progress on the problems with our house. Every issue answer, what do you want me to do about it?
He sat at the kitchen table in my house and refused to even look at the yard!
The Keystone philosopy must be:
If you are unresponsive enough, long enough, people will just give up
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me *** Homes will be making the repairs to the damaged areas (due to Keystone digging) adjacent to the neighboring lot and will be billing Keystone directlySend me the release with a prepaid return envelope and if the release is as we just reviewed yesterday we will sign it and return it to Keystone).
Regards,
*** ***