Keystone Custom Homes, Inc

The [redacted]'s were given a presettlement
occupancy agreement which...

was fully executed on June 4, 2014 and was valid from June 4, 2014 to June 9, 2014. Keystone granted occupancy for this short period of time, because the [redacted]'s did not have a mortgage, but were supposed to have everything taken care of by June 9, 2014. It is, and has always been a policy of Keystone, that prospective home buyers utilize our lenders. Homebuyers are informed of this prior to following through with purchasing a home, and they are given every opportunity to decide against it after being informed of our policies. The [redacted]'s decided to proceed with the purchase of their home after being made aware of our policies.
On September 16, 2014, over three months after moving into the house, our Vice President of Sales sent the [redacted]'s a letter indicating that we will have to start charging rent on the house that they are living in and have been living in for the last three months. This invoice is for $1600.00 due on October 1, 2014.
The financing for the [redacted]'s purchase of their home has taken several months now, which is a issue that is independent of the mortgage company used. It is only fair that rent is paid on the house that they are living in until financing is issued, especially since Keystone, as the owner, is responsible for the maintenance of the home.

[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]
 Complaint: [redacted]
I am rejecting this response because we were given a different plan than the one the was used.  The driveway plan being switched was not communicated to us.  We were under the impression the original plan was being used, if this was communicated properly we would have had the opportunity to choose a functional driveway.  We do not agree with agreement Keystone has given us to sign.  This agreement that Keystone is proposing would apply to the driveway and other areas of the home.  We will not sign anything that would apply to anything other the driveway.  
Regards,
[redacted]

After reviewing the internal records and orders associated with the construction of [redacted]’s home, an invoice was found that was specifically for the hauling in of topsoil to this property once construction of the home was completed.  With that said though, Keystone is willing to deliver an...

additional load or two of topsoil to the property for the homeowner’s landscaper to use in making any further improvements to the lot.  Please advise if the homeowner is interested in receiving the additional topsoil that has been offered, a timeframe in which they would prefer the topsoil be delivered, and the location where they would like the topsoil to be placed on their property.

Keystone Custom Homes. Inc. has tried to reach out to [redacted] to address his concerns, but he has not returned calls. We are requesting that he return our calls to discuss his issues, and if his requests are covered under our warranty, we would be happy to address them.

Keystone has initiated an internal work order to evaluate and address this ongoing customer concern.  Multiple post-warranty service calls have been made to date for this customer on the same and/or related concern.

[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]
 Complaint: [redacted]
I am rejecting this response because:
A footer drainage system is a required feature per the construction code
of the [redacted] of Waterford community in Conewago Township.  Clearly printed on the document “Keystone
Custom Homes – Outstanding Features at No Extra Cost”, a footer drainage system
is included in the base cost of our house which we paid for.  A footer drainage system should have been
installed in every house in the [redacted] of Waterford community.  Not only did Keystone Custom Homes fail to
install an interior footer drainage system that was promised us prior to and
during construction of our house, but also they installed an incomplete exterior
footer drain only along the west side instead of the entire foundation.  Furthermore, the incompletely installed exterior
footer drain wasn’t draining anywhere, whether to daylight or to sump pit, as
required by the construction code.  It
wasn’t until more than 8 years later, on October 20, 2014, with assistance from
the Revdex.com, did Keystone Custom Homes finally sent workers to connect
the partially installed exterior footer drain along the west side of our foundation
to extending pipes to daylight.  They
also laid down a second black pipe on top of the footer at the east back corner
of our house, which does not meet the construction code because there aren’t
any exterior footer drains along the east side of our foundation for it to
connect to.  It is Keystone Custom Homes’
responsibility to install the interior footer drain that they promised us to
meet the construction code requirement.  A footer drainage system is not specifically
listed in our signed contract because it is included in the “Base House Cost”
and not an “Options or Decorating Choices”.
Regards,
[redacted]

In response to the [redacted]s recent rejection, Keystone has never had the intention to charge them "rent without a lease" or "put more money in their pockets". The request for a monthly payment was sent out nearly three months after the [redacted]s moved into the home without a secured mortgage. The requested payment is simply asking for the [redacted]s to have a financial interest in the home until their mortgage is approved. Keystone chose not to engage the [redacted]s in a lease, due to the fact that their mortgage is in the final stages of being approved. They are simply taking the stance from a business standpoint to make sure that the [redacted]s are taking financial responsibility for the home while they are living there. The [redacted]s currently are living in the home with a long expired Presettlement Occupancy Agreement, and yes, they are paying for the utilities they are using, but they are not paying anything toward the home itself. The other alternative to Keystone's decision would be to ask the [redacted]s to vacate the premises until they could secure their mortgage, but that of course is not the action we would ever take in such a situation. Any payment made on the home while the [redacted]s are living there would of course be applied to their mortgage at settlement. As stated above, the request for a monthly payment was never a ploy to put more money in our pockets. It was simply a request for a monthly payment to be made on a home they have been living in.In any case, the appraisal for the [redacted]s' home has been ordered and Keystone is currently waiting for it to come back so that we may proceed to settlement. In the interim, if the [redacted]s have any questions or concerns, they are invited to contact our legal department at ###-###-#### Ext. [redacted] and speak to Ms. Sarah Y[redacted], Land Paralegal Administrator. Ms. Y[redacted] would be happy to field their questions and get them a prompt response. It is and has always been Keystone's mission to provide all of our customer with the best home buying experience possible and we sincerely apologize for any dissatisfaction they have experienced.

[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 [redacted], and agree that this resolution is currently being discussed.  Nothing has been resolved at this moment but steps are being taken.  Thank you. 
Regards,
[redacted] and [redacted] [redacted]

Keystone provides its customers with guidelines and recommendations to assist them in establishing their new lawn.  The amount of soil applied to a given lot at the end of a construction project is determined by a number of variables and the soil conditions present on a lot are not...

something that can be  altered without significant expense.  After significant time passage and work performed on the lawn by other parties, Keystone is not in a position to further assist this customer.

[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]
 Complaint: [redacted]
I am rejecting this response because:
 
Please see the comments under Keystone in BOLD. I am writing in response to Complaint No. [redacted], filed by [redacted], which I received on February 19, 2014.  The [redacted]s’ home was completed in October, 2011 (the occupancy permit was issued October 26, 2011).  The [redacted]s’ home was sold to them, subject to Keystone’s normal 1-year limited warranty and 20-year structural warranty. Items in my response to the Revdex.com have been ongoing from ownership of my home. These are not new issues, nor made up claims. Everything I stated has photos and you can see the issues to this day. 
 
Keystone’s customer service department began working with the [redacted]s shortly after the home was completed.  Keystone dealt with numerous matters through September of 2012 under warranty.  Keystone also dealt with the previous Revdex.com complaint filed by the [redacted]s (No. [redacted]), which was closed in October 2012.  The present complaint appears to be an aggregation of past complaints and a few new items. 
This complaint has to due with issues never being resolved to the my satisfaction.  I just wanted a home that was new with no issues, I got a home with many issues due to Keystone's incompetent supervision and neglect on workman ship and materials while they were building my home. My home was not in a development so they didn't have the same urgency as a development lot. 
 
I  note that **. [redacted] has sent numerous e-mails, copying them to such people as the Township’s engineer, State Senator Michael [redacted], the [redacted] Township manager, the [redacted] 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 **.[redacted] that he is now represented by counsel and that all contacts should be through counsel).
Keystone would not respond unless I sent emails to [redacted] Township. [redacted] also stated he wanted to "kick my [redacted] " when I sent emails to the township. He was a former employee of Keystone. [redacted] with Keystone stated that is what [redacted] said. He also said it would be best I i would work with him rather than [redacted] due to how angry [redacted] was at myself. 
 
As an introduction to this response to **. [redacted]’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 [redacted]’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 **. [redacted]).  The resulting 11-Month Inspection Report is signed by the homeowner.  A copy of the [redacted]s’ 11-month Inspection Report is attached. Reference 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.
The issues have not been resolved and must be fixed. 
 
We will address each point made by **. [redacted] (I have copied his points, unedited); Keystone’s responses are in red:
 
1. 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 [redacted] home was inspected by Keystone personnel and the drywall subcontractor supervisor on October 13, 2012 (Service Order 5106).  Repairs were made on November 2, 2012 (SO [redacted]), and painting after repairs was completed by the painting subcontractor on November 2, 2012 (SO [redacted]).  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.
The home has many cracks and half paint patches due to the wood shrinking after the installation of the lumber and drywall. the patching/painting was never completed,  Keystone has nothing stating it was completed and signed off by myself. This must be fixed. 
 
2. 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.
Keystone has acknowledged this issue when they came out to fix them, they just tried to fix them improperly with out care. This must be fixed. 
 
3. truss uplift is separating our wall's from the ceilings,
 
This was previously raised by **. [redacted].  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.
The truss uplift is hapening in the exact same places of where they tried to fix them in the first place. This is an ongoing issue that's been going on months after we moved in. This may also have to do with wet lumber and/or the incompetence of the workman ship during the installation. This must be fixed. 
 
4. all the molding in the home has shrunk leaving spacing in corners and edges,
 
Issue was raised by **. [redacted] at time of final warranty inspection.  At that time, the Keystone representative called **. [redacted]’s attention to the following section of the appendix to the home warranty:
 
          “9-33.          Observation: Cracking will occur as part of normal settlement of the home.  Areas prone to such cracking are, but not limited to,                          1. Any area where drywall and wood trim meet.         
          2. 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”
 
**. [redacted] 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.
This issue was told to [redacted] who neglected to fix. He was also an employee of Keystone.  This issue is due to the lumber shrinking and the trim staying the same size. This must be fixed. 
 
5. 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 **. [redacted] in March of 2013 (after the expiration of the warranty).  As an accommodation to the [redacted]s, Keystone personnel addressed the matter.  Keystone involved the plumbing subcontractor which performed work on the [redacted] home, as **. [redacted] had a number of plumbing issues.  The subcontractor’s insurance adjuster visited the[redacted] property to evaluate the potential claim. 
The insurance adjuster was to issue me a check per [redacted] an employee of Keystone. I had not gotten any responce from anybody. I would think Keystone would have followed up on such a issue. 
 
**. [redacted] 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 $20,000 to settle his claim, but has provided no documentation, work estimate, etc. to justify this demand.  Keystone has not accepted liability for **. [redacted]’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”. 
Again, Keystone was suppose to pay me when the insurance adjuster came to my home. They let the ball drop and didn't contact me. This must be fixed. 
 
The last contact in my file from **. [redacted] was May 22, 2013. 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.  **. [redacted] is invited to contact our office to further progress on this matter.
This issue must be addressed. What did [redacted]'s insurance company say? Why did Keystone not try to reach me to discuss? Why wait? Why let such a huge issue go unresolved. Keystone clearly didn't want to fix the issue and they don't care about there customer.  This must be fixed. 
 
 
6. 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. [redacted], which was closed on October 5, 2012.  Grading, etc. was 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 24 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 48 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 had there engineer shoot grades and they came up with negitive water flow from the home. They came up with a fix to blacktop more of the yard and install a (2) drains. (1) drain was installed, thus we are still having a drainage issue. No follow up from Keystone. This must be fixed.  
 
7. Keystone did not apply the correct amount of top soil, now grass will not grow " proven by [redacted] Keystone had come out".
 
This issue was raised by the [redacted]s with Keystone personnel in an e-mail dated 3/26/12.  At that time, the [redacted]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 5 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 180 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, 2012.
The home was completed in October. They put down temporary seed and left the yard a mess. They were to come back and install  4'' of top soil per the contract. They did not install 4'' of top soil. Keystone was aware of this issue and had a [redacted] come out to the home, the [redacted] also said there was only 2'' of topsoil on the ground. If keystone did not have to fix the issue why did they send out a [redacted]? They assumed responsibility, and didn't correct the issue. [redacted] was onsite with the [redacted] and is aware of the issue. This must be fixed. 
 
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”.
Keystone installed vents in the basement, thus making the basement a conditioned space. This must be fixed. 
 
9. 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.
Concrete is a structural component of construction and is part of the warranty. The floor also has hollow voids underneath. This can be proven with xray and hollow sounds when you tap the concrete. 
 
10. 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 4 above.  Keystone will not address this issue.
This issue was brought to [redacted] and [redacted] who worked with Keystone. They saw the issue and failed to fix them when the warranty was in effect. 
 
11. kitchen sink leaked and warped cabinets, semi fixed but not 100%.
 
New cabinet skin and kickplate were installed on February 4, 2012 (SO 49545).  At **. [redacted]’s request, Keystone reimbursed **. [redacted] for the expense of re-plumbing the P-trap under the sink, the work having been done by **. [redacted]’s father, rather than by Keystone personnel or subcontractors.  This issue has been resolved, and Keystone has no further responsibility. 
Correct
 
12. 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 **. [redacted].  Keystone is not responsible for matters raised for the first time more than 2 years after the homeowner takes possession of the home, except for structural matters.
This issue was brought up to [redacted] and he said the floors would need to be taken out. This never happen. Chunks are still under the floor as proof. 
 
13. 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. 
This is a installation issue that should be corrected. Let it be noted if you don't catch an issue at first Keystone feels it is there right to let the incompetent installation stay, as long as the warranty period is up. This is clearly a installation issue, this will cause the unit to overload and drawing return air and make the unit fail prematurely. This item must be fixed. 
 
14. 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.
 
**. [redacted] 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 2 years after completion of the home, is the homeowners’ problem.
This has been discussed with [redacted] and he said they wouldn't fix the issue. This must be fixed. 
 
15. all windows had cracks around them due to taping was done wrong, keystone gave me trim to cover it.
 
**. [redacted] has misstated this matter in his complaint.  The areas in question were taped properly.  The cracking is due to normal settlement at caulked joints.  Although this is a non-warranty item, the previous regional manager agreed to provide **. [redacted] with trim as an accommodation to him.  **. [redacted] indicated he would install the trim, and it trim (SO 50169) and paint (SO 50179) were delivered to home on, respectively, April 26, 2012 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 **. [redacted].  Keystone has no further responsibility regarding this claim.
Correct
 
16. 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 5 and 11 above.
This item must be corrected. 
 
17. HVAC temperature in master bedroom is 5 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. 
[redacted] with Keystone stated if we have a 3 degree change they will come back to fix the inconsistency. The master bedroom is above the garage and if the garage was isolated this would be a non-issue. This needs to be fixed. 
 
18. 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, 2012 (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.
This is an issue that was attempted to be corrected in the warranty period, but it was not done correctly. Doors must be kicked to open and closed. This must be fixed. 
 
19. I tried to contact [redacted] with keystone in the past weeks but he has ignored me.
 
Unfortunately, **. [redacted], as CEO of a company which is the largest residential builder in eastern Pennsylvania and is currently building homes in more than 40 different communities in 2 states, cannot personally address individual customer service issues.  The [redacted]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 **. [redacted] with the customer service department.
I atempeted to contact [redacted] and [redacted] with Keystone, both no longer work with Keystone. Keystone never advised me to contact there customer service, didn't i do that when I contacted the owner? I would think out of anybody he would be on top the company. Apparently i was incorrect. [redacted] did not respond and never took the time to take my calls. 
 
20. 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.  **. [redacted] 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.
This is an issue with the soaked lumber that was used during construction. The lumber had no time to dry out nor was it attempted to be covered prior to shingling the roof. This must be fixed. 
 
21. building materials used to build the home were warped and soaked prior to installation 'pictures to prove"
 
In the normal 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 normal 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.
The roof was on the home with over 2'' of standing water in the basement of the home. Pictures to prove this issue. The HVAC, Plumber and Electrician were working in water and mud in the basement. There is still mud on our steps to the basement and mud on the floor joists. Keystone assumes they home was dry and it was not. This is an issue due to the non management of our home. This must be fixed. 
 
22. 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 2 years after the [redacted]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.
The step was poured 1.5'' in the concrete, when it fell apart the concrete shows were it the steps popped out. This is still an issue, and steps are a structural item. This needs to be fixed. 
 
23. 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.
Nothing I can do to prove its an old door. I dont understand how a door can rust within 2 years. The door is not in the elements. 
 
24. 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 since. This matter is now outside warranty.
[redacted] installed the screws and he said that's what the screws do.... I said "stick up and pk your feet" The floor needs to be fixed. 
 
25. 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.
Masonry should not crack, unless what its attached to is wet lumber and when it shrinks the mortar will crack. This needs to be fixed. 
 
26. 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 normal 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 normal 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.  **. [redacted] should contact our office to arrange an inspection.
This item and the cracking in the walls due to this must be fixed. 
 
The [redacted] home has been the subject of 43 Service Orders since the [redacted]s took possession of their home in October, 2011, and various customer service personnel have been in repeated contact with **. [redacted] in attempts to resolve his issues.  To date, Keystone has paid its subcontractors and vendors a total of $9,474.41 in completing these Service Orders.  Keystone strives to meet every customer’s expectations in all of its more than 40 active communities, and every effort has been made to make the [redacted]s part of the family of satisfied customers.  Keystone has made a good faith effort to address all of the [redacted]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 [redacted]s (the last contact was May 22, 2013).  We look forward to resolving the issues discussed under numbers 5, 20, and 26 above in cooperation with **. [redacted].
Keystone has tried to get away with many items in my home. I was a construction manager for 15 years. I know whats done right and wrong. Keystone has tried to get away with there incorrect/incompetence thus far. My home cost over 300K excluding the land and utilities. These items must be fixed. John Kamin with Keystone called me over (2) weeks after my calls to [redacted]. He said he was sorry for dropping the ball regarding my calls. He was unaware I contacted the Revdex.com and asked me to send them the info on my complaint, so I did. I have pictures of all related issues in this complaint. My wife Crystal is also a witness to all conversations with Keystone. John Kamin also indicated that we didn't pay the correct price for our home and he would have to charge us more money after the loan was approved. I told John to forget about the home, he than said don't worry about it. Keystone also inflated the price of my current home to cover the cost of my old home that they bought threw (Certain Sale). I didn't know that was against the law (fraud), I would have never sold my town home to Keystone and had them inflate my current home to cover the difference. Keystone miss-lead me in my home buying experience from day 1!
 
Thanks
 
Thank you for your consideration.
 
Regards,
[redacted]

[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]
 Complaint: [redacted]
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,
[redacted]

The tenant in this matter broke his lease agreement. The lease by its terms auto-renews on a yearly basis. There is no provision for month-to-month in the terms of the lease, which this tenant is well aware of. There is simply no proof of the averred new "month-to-month lease terms," nor has the...

Tenant ever been able to produce proof thereof. When the Tenant broke the lease, per the terms of the lease itself, the Tenant incurred a lease termination fee in an amount equal to one months rent. After deducting the termination fee from the security deposit, there remains an outstanding balance of $45.00 on his account which this Tenant is also well aware of.

Keystone’s response to [redacted]’s rejection is as follows:At this time, Keystone is unwilling to make further accommodations to [redacted] regarding the consumption of hot water and his family’s use of the bathroom that was included as a part of the model home he purchased from Keystone.  The model home was constructed with an upsized hot water heater.  Each customer’s water usage patterns varies significantly and depending on personal preferences, additional upgrades may be required to be consistent with a specific personal preference. [redacted] has expressed an interest in adding a tankless hot water heater to his home.  Keystone takes no position regarding [redacted]’s intent to install such a hot water heater and/or whether [redacted]’s concerns will be addressed by such a solution.  Keystone reiterates its offer to extend its pricing to [redacted] for a tankless hot water unit should he elect to pursue installing such a system in his home.  If [redacted] wants to discuss the specific pricing available to him via Keystone’s offer, he should contact our office directly.  This response is Keystone’s final response regarding this matter.  Thank you.  
[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because:
A footer drainage system is a required feature per the construction code
of the [redacted] of Waterford community in Conewago Township.  Clearly printed on the document “Keystone
Custom Homes – Outstanding Features at No Extra Cost”, a footer drainage system
is included in the base cost of our house which we paid for.  A footer drainage system should have been
installed in every house in the [redacted] of Waterford community.  Not only did Keystone Custom Homes fail to
install an interior footer drainage system that was promised us prior to and
during construction of our house, but also they installed an incomplete exterior
footer drain only along the west side instead of the entire foundation.  Furthermore, the incompletely installed exterior
footer drain wasn’t draining anywhere, whether to daylight or to sump pit, as
required by the construction code.  It
wasn’t until more than 8 years later, on October 20, 2014, with assistance from
the Revdex.com, did Keystone Custom Homes finally sent workers to connect
the partially installed exterior footer drain along the west side of our foundation
to extending pipes to daylight.  They
also laid down a second black pipe on top of the footer at the east back corner
of our house, which does not meet the construction code because there aren’t
any exterior footer drains along the east side of our foundation for it to
connect to.  It is Keystone Custom Homes’
responsibility to install the interior footer drain that they promised us to
meet the construction code requirement.  A footer drainage system is not specifically
listed in our signed contract because it is included in the “Base House Cost”
and not an “Options or Decorating Choices”.
Regards,
[redacted]

Keystone’s response to [redacted]’s rejection is as follows:At this time, Keystone is unwilling to make further accommodations to [redacted] regarding the consumption of hot water and his family’s use of the bathroom that was included as a part of the model home he purchased from Keystone.  The model home was constructed with an upsized hot water heater.  Each customer’s water usage patterns varies significantly and depending on personal preferences, additional upgrades may be required to be consistent with a specific personal preference. [redacted] has expressed an interest in adding a tankless hot water heater to his home.  Keystone takes no position regarding [redacted]’s intent to install such a hot water heater and/or whether [redacted]’s concerns will be addressed by such a solution.  Keystone reiterates its offer to extend its pricing to [redacted] for a tankless hot water unit should he elect to pursue installing such a system in his home.  If [redacted] wants to discuss the specific pricing available to him via Keystone’s offer, he should contact our office directly.  This response is Keystone’s final response regarding this matter.  Thank you.  [redacted]

---------- Forwarded message ----------From: Tom M[redacted] <[redacted]>Date: Fri, Jul 15, 2016 at 2:17 PMSubject: Re: Update Request - Complaint [redacted] - Pics AttachedTo: [redacted] <[redacted]> [redacted], keystone is agreeing to replace the driveway apron and to make additional repairs to the walk for this customer.Tom

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: Keystone did come to the house to look at the water damage, however it was not inspected completely, I could not make it to the house due to being at work however my spouse was there. If I was there I would have shown him the gap that is above the back door of the house where [redacted] came out to view the damage and said it could be the root of the problem. Steve from Keystone came out to inspect water getting into my home, however he never thought to look the whole way around the door frame?? Something isn't right here.  No conclusion to the water damage at the front door made at this time. All we were told is our weatherstripping is torn at the bottom of the door due to a dog scratching and there is caulked areas that are not caulked? I honestly feel like Keystone is not LISTENING to what I am telling them and finding any possible excuse or possible reason to not cover something like this. No business likes come backs. My family owns one. I know how it goes.  This is an unfortunate situation. Businesses aren't perfect, employees doing work aren't perfect, and unfortunately something was not properly installed or done right on my home. If I neglected to maintain something I would take responsibility but this is not neglect on my part and it sure isn't a warranty. It is a defect. Once again I will say it, a home that is 5 years old should NOT be leaking at BOTH door frames into the home and getting water in between the flooring. If this is the quality of homes Keystone builds, they should NOT be in business any longer. Steve also made mention on the phone, something about the house settling. My foundation doesn't have any cracks or fractures, my drywall has no cracks in it. He made me repeat myself 3 times and then he said he didn't say it was because the house was settling. So I understand that Keystone does not want to cover something that is 5 years old, but unfortunately you built my home and it isn't right. Due to the ongoing length of the moisture being under my floor, like I said before, the blackening of the kitchen flooring has me concerned about mold. I have 2, 1 year old kids crawling around all over the place. This needs to get handled immediately or there is going to be bigger problems than just the structure of the home. I am very frustrated with this situation. I would like to put all of the Keystone reps in a room and ask them if they had a home built and had this happen to not just one door frame but BOTH, would they be satisfied with the job that was done? Would they build another home with their company? Would they recommend friends build a home through them? I think not. Unsatisfied with the quality and the amount of time this is taking to get handled. If they would spend less time trying to find every reason why they shouldn't cover it and actually be a quality business, they would still have a satisfied customer even after the structural defect in my home.
Regards,
[redacted]

At this time, Keystone understands the following has occurred at this customer's property since Settlement:Homeowner installed an in-ground swimming pool in their back yardHomeowner installed a shed in their backyardHomeowner re-graded their backyard to facilitate the said improvements thereby...

eliminating a required storm water drainage swaleHomeowner installed new drain piping and other drainage facilities in their back yardThe above alterations were undertaken independently by this customer subsequent to settlement with Keystone for their home.  By eliminating the drainage swale that was in place at the time of settlement, this customer has introduced unknown and unaccounted for variables regarding the management of storm water for their property.  The customer should contact the contractors they utilized to perform this work as Keystone was not involved in any of the work that occurred subsequent to settlement.

Keystone has sent personnel onsite to investigate the customer’s stated concerns.  The folks in the field took multiple pictures of two exterior doors and the areas surrounding those doors.  Keystone management reviewed all of the pictures, the history of reported problems, or lack thereof, and service calls made to this home since the date of settlement, and the observations made by the field personnel who visited the property.  At this time, it is Keystone’s position that the alleged damage did not result from any type of construction defect and therefore, does not constitute a valid warranty claim.  The customer should seek a contractor to, at a minimum, complete any necessary maintenance to the visible doors units themselves, bottom gaskets, caulk, etc.  that could serve as a path by which water could enter the living space of the home.  Keystone did not perform any destructive investigative work during its visits to the property.  The customer has been notified of Keystone’s decision regarding their complaint.  Thomas M[redacted]

[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]
 Complaint: [redacted]
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 shower. Per the plumbers email in the attachment, this valve is capable of draining the entire water heater in less than 10 minutes and that is factoring in cold water usage. Keystone is saying that we use too much hot water and of this they have no proof. What 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 water. We have three people living in a four bedroom house and cannot get ready without running our of hot water. The fact is this: Keystone installed an upgraded high flow shower system in the master bath and failed to upgrade the water heater as well. When someone buys a brand new home, they don't expect to have hot water issues when only living at 75% capacity. I challenge anyone to get three people in and out of the shower in less than an accumulative 10 minutes. If you wouldn't want this in your house, how can you ask me to accept it in mine?
Regards,
[redacted]