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Reviews Keystone Custom Homes, Inc

Keystone Custom Homes, Inc Reviews (79)

Regarding Complaint No. [redacted], filed by [redacted], I am responding to **. [redacted]’s reply to Keystone’s answer to his complaint, which was received by us March 4, 2014. 
 
Keystone provided an extensive response to **. [redacted]’s complaint, addressing his issues point-by-point.  In his response, **. [redacted] has maintained the same point-by-point structure, and we will continue to do so in our response. 
 
Some points will not again be addressed in this response.  In those cases where no response is provided here, it is Keystone’s position that a full response has been given and that no further response is necessary.  Many of **. [redacted]’s responses are simple statements that he does not agree with the Keystone response and that that issue must be resolved.  With no additional information being presented by **. [redacted], it would seem that no additional response is necessary; there is no point in getting into a back-and-forth argument which amounts to “I am right and you are not”.
 
 
The key to the responses below is as follows:
 
            Regular type-points originally made by **. [redacted]
            Red- Keystone’s responses to the original points
            Bold-**. [redacted]’s responses to these responses
            Blue-Keystone’s responses to these responses
 
Thank you again for your consideration.
 
[redacted], Esquire
227 Granite Run Drive-Suite 100 
Lancaster, PA 17601 
Office: ###-###-####- Ext. [redacted]
Fax: ###-###-#### [redacted]
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. 
 
The timing of complaints, etc., is discussed throughout this document and is not specifically addressed here.
 
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. 
 
Whether matters have been previously resolved to **. [redacted]’s satisfaction is discussed at various places throughout this document and is not specifically addressed here.  Keystone exercised due care in supervising the construction, materials, and workmanship in the [redacted] home, and customer service personnel have strived to meet the [redacted]s’ expectations with the same diligence it pursues with homes in all of its 40+ active communities.
 
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 as " when I sent emails to the township. He was a former employee of Keystone. Evan Carter 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. 
 
Keystone has made every effort to respond to the [redacted]s’ issues.  In situations where a particular homeowner does not immediately receive the response or solution he or she desires, the homeowner may feel that he or she is exercising some sort of pressure on Keystone by contacting government personnel.  It is Keystone’s experience that such actions may have an effect other than that intended by the homeowner. In the [redacted]s’ case, attempts to involve others have had no effect upon the responses provided by Keystone; Keystone has made every attempt to meet the [redacted]s’ expectations.  Keystone acknowledges that its personnel have at times been frustrated or even exasperated in dealing with **. [redacted]. However, no employee is authorized to deal with any homeowner in an abusive manner, and, on the contrary, such unprofessional conduct is expressly prohibited.  We do not want to get into a finger-pointing contest, but from the information available to us, we must state that, to our knowledge, Keystone’s former employee did not speak abusively to **. [redacted].
 
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. 
 
Any sign-offs on work completed or on matters raised as shown on the 11-Month Inspection Report, provided as an attachment with Keystone’s previous answer to **. [redacted]’s complaint, speak for themselves.
 
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. 
 
As indicated previously, this matter was completed in November, 2012, and the Service Order was closed.  No additional correspondence has been received regarding this matter until the filing of the present complaint.  These matters are now outside warranty.
 
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. 
 
If truss uplift has occurred in the same area as previously, Keystone will be happy to inspect the situation and, if warranted, correct it.  **. [redacted] should contact Keystone’s customer service department.
 
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 Evan Carter 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 Evan Carter 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] was not told that any insurance company would issue him a check.  As indicated below, the subcontractor’s insurer has this matter under investigation.  **. [redacted] has yet to provide justification for his $20,000 demand.  Regarding the plumbing matter, I am attaching a document showing an e-mail chain between **. [redacted] and Keystone’s Customer Service Manager. As is evident from this string, **. [redacted] has never provided the requested information.  In addition, Keystone has not and does not assume responsibility for this problem.  
                          
**. [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. 
 
Please see the above response.
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 B&G'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. 
Please see the above response.
 
 
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 Evan Carter 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 Evan Carter and he said the floors would need to be taken out. This never happen. Chunks are still under the floor as proof. 
 
Keystone has no documentation indicating that **. Carter at any time indicated that Keystone would be responsible for removing floors, etc.  To reiterate, this matter was not brought up at all in the 11-month Inspection Report; surely this problem would have been evident by then if it was caused by the builder.
 
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. 
 
Keystone has no information that would indicate that any HVAC issue is an installation problem.  
 
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 Evan Carter 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. 
 
Evan Carter 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. 
 
This is incorrect.  The home warranty indicates that a 4° variance above or below the set temperature is within acceptable variances.
 
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. 
 
As indicated above, this matter was previously addressed.  If **. [redacted] will contact Keystone’s customer service department, a representative will visit to inspect the situation and determine if further service is warranted.
 
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 Evan Carter 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. 
 
Keystone has no record of **. [redacted] making any telephone, voicemail, e-mail, or texted attempts to contact either **. [redacted] or **. Carter since May 22, 2013.  As stated previously, the Chief Executive Officer of a company the size of Keystone cannot personally deal with customer complaints or respond to individual customer calls.  **. [redacted] had been requested to contact the customer service department to address any issues and not **. [redacted].
 
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.
 
Evan Carter 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. 
 
Two customer service representatives visited the [redacted] residence and worked on this installation.  When all work was complete, **. [redacted] indicated that the work had been completed to an acceptable tolerance level for him.
 
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 thansaid 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!
 
**. [redacted] is raising a new issue regarding the sale of his former home and purchase of his new home.  The [redacted]s participated in Keystone’s Certain Sale program, which is a program, managed by an outside company not affiliated with Keystone, which provides that if the home buyer’s home is not sold by the time his or her new home is ready for closing, he or she will be allowed credit for an amount calculated to be the equity which should be available upon the sale of the home, and this credit is allowed at closing for the new home.  I will not go into the complexities of the program here, but the program does allow many homeowners to purchase their new homes without being saddled with maintenance expense/mortgage payments/taxes on their former homes during the marketing period for that home.  There is a reconciliation of accounts when the former home is sold.  **. [redacted] has made bald accusations of fraud in his response with no supporting documentation or evidence.  It is unfortunate that **. [redacted] apparently did not fully understand the Certain Sale program, although he and his wife derived substantial benefit from it.  Keystone expressly denies any wrong doing or misconduct, and I suggest that the making of unfounded and unsupported accusations of fraud or conduct which is “against the law” is neither helpful in fostering resolution of **. [redacted]’s complaints nor in **. [redacted]’s best interests.

Keystone Custom Homes, Inc. failed to adequately survey and disclose information about a property that was sold to me. Only after settlement was it determined that the property I had purchased actually had a neighboring structure encroaching on the property. Throughout the process Keystone claimed this structure did not encroach on the property but, a third party surveyor concluded that structure does encroach. Therefore, Keystone willfully or ignorantly sold a piece of property without adequately disclosing the nature of the property. Keystone has seemingly been unwilling to investigate and resolve this matter.

[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:
Keystone has not reached out to me to discuss this matter after my complaint was filed with the Revdex.com. Per their last response, they are not interested in coming to a mutually agreeable solution, they are only interested in hiding behind their guesses and assumptions. 
I will be filing the complaint with the Attorney General's office this week. 
Regards,
[redacted]

Again, Keystone Custom Homes, Inc. ("KCH") stands firm in our response. We will not be responding any further to Revdex.com Claim rejections regarding this matter. Should [redacted] have any further water damage in his basement, we welcome him to contact KCH.

A review of the spec sheet for how
Keystone Custom Homes, Inc. (“KCH”) installed the basement exterior footer
drain shows the pipe on the exterior and not on the interior to the sump pit.
[redacted]’s home is set up with a walk out basement layout. Water seeks the path
of least resistance,...

meaning that any water that may find its way under or
around the foundation will exit to the rear through the exterior drain run to
daylight. [redacted] had a concern early on that he did not have interior drain
pipes entering his sump pit. KCH does not want pipes coming into the sump pit
introducing water into the basement if there is a daylight basement set up. [redacted]’s set up is the best possible way to construct it. KCH offered to drill a
few relief holes in the sum pit just so [redacted] would feel at ease, but he
refused, saying that it was not acceptable. Drilling some relief holes is a common
practice since there is 8 inches of clean ¾ quarter stone directly under the
basement slab. Drilling these holes would therefore allow any water that may be
underneath to come into the pit and be expelled from the sump pump (path of
least resistance).
After [redacted] refused having the
holes drilled, KCH dug up the left corner of the exterior in an effort to
locate the exterior pipe.  They did not however
dig far enough back and therefore did not locate the pipe. While digging, KCH
discovered that [redacted]’s foundation had apparent wall cracks that should be
repaired. KCH's Vice President of Construction, Mike C[redacted], explained to [redacted]
he would need to repair those and seal with them with a concrete caulk to avoid
water from penetrating the foundation wall. Mr. C[redacted] also explained to [redacted]
in a phone conversation that normally homeowners will let the grass grow up and
close off the daylight drain that is in the yard. He therefore suggested that
[redacted] take some time to locate the exit pipe and free any blockage.
At this point the only thing KCH
is willing to do is dig up the exterior drain and connect it to another
daylight drain.

Ida, I have reviewed the internal service requests for this customer.  There was a period of 4+ years from the time the home was built until this customer called regarding her concern about a possible exterior door leak.  I cannot speak as to what happened at that time, but our quality...

control person for post-construction concerns has been made aware of [redacted]’s concerns and is willing to stop by to look at her concerns today  yet.  I have communicated this to [redacted] both via voicemail and via the email below.  Please let me know if you need anything further at this moment regarding Keystone’s responsibility to respond to this Revdex.com complaint.  Thank you for your help in getting me a copy of this complaint. Tom M**.     From: Tom M[redacted] Sent: Monday, September 26, 2016 2:39 PMTo: '[redacted].net'Subject: Customer ConcernsImportance: High Jamie, I received the details of your Revdex.com complaint earlier today.  I apologize for any delay that occurred regarding receipt of your complaint.  Steve Alt from our company can stop by in the next 30 minutes to review your concerns and to see what may be occurring regarding the concerns that you documented in your Revdex.com complaint.  I left Steve’s phone number on a voicemail for you as well just a few minutes ago.  It is ###-###-####.  Please let  me know if it would be OK for Steve to stop at your residence at approximately 3:00 PM today.  Feel free to call Steve direct at the number provided.  Thank you. Tom M[redacted], EsquireGeneral CounselKeystone Custom Homes, Inc.

Keystone sent a representative to this customer's home on April 28, 2015, to observe the concerns noted in this complaint.  The driveway has already been addressed and corrective actions will also be taken regarding the grading concerns indicated.  The...

plumbing repairs already completed will be reviewed internally to determine what, if any, further action is appropriate.

Keystone personnel have visited the property and observed settling of the ground in the area noted.  Additional topsoil will be provided shortly to enable the proper grade to be re-established.

The customer had several opportunities to review plans for their driveway and turnaround prior to commencement of construction.  Sometime, subsequent to completion of construction, a copy of the previously signed plot plan for the project was produced by the customer that depicts a different configuration for the driveway and turnaround.  Keystone has no record of this modified document in any of its files pertaining to this project.    In addition, the customer's option elections for their home clearly documents that their decision declining a larger driveway and turnaround.  Furthermore, a portion of the driveway that was installed has been utilized by the customer for placement of a utility shed.  The release provided to the customer to sign is a standard release and specifically sets forth that the remainder of Keystone's warranty remains in effect.  If the customer has elected not to proceed with the settlement of the dispute, kindly communicate the same so this matter can be closed.  Thank you.

Keystone personnel have visited the home to observe the complained about condition.  The requested "repair" was an option that was available to the customer prior to the time construction commenced, but was declined by the customer.  At this time, Keystone has offered to make an exception...

to address the customer's concern.  The customer must however sign a release regarding the driveway and turnaround prior to the work being performed.  In addition, the customer must sign a document for the township prior to the work being started.  Keystone awaits the customer's signatures at this time.

We purchased our home in October 2013. The community settled the last home in December of 20113. Keystone has yet to complete the grading, common grounds and retention basins. They come in and drop off equipment which sits for weeks,mother they dig and move dirt for a day or two and again walk away. Nth eu might not be back for weeks and weeks. All of this hurts our property values as the common areas are a mess. It is a disgrace that Keystone can get away with this, that our HOA makes no effort to help us, and that the Township continues to,give Keystone more and more time. We are payingmHOA fees and Township taxes for nothing.

[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:Keystone has not reached out to me to discuss this matter after my complaint was filed with the Revdex.com. Per their last response, they are not interested in coming to a mutually agreeable solution, they are only interested in hiding behind their guesses and assumptions. I will be filing the complaint with the Attorney General's office this week. 
Regards,
[redacted]

In response to Ms. [redacted]’s Complaint, below is a
detailed account of events and repairs made:
 
Settled July 15th 2013 – Home built by Gary
C[redacted]
 
August 5th 2013
30 day service meeting - completed by Evan C[redacted]
 
Customers emailed Nicole...

F[redacted] on 6/2/14 introducing
themselves and looking to schedule their 11 month walk through, explaining they
had numerous items ranging from floor squeaks to concrete issues. They, in
addition, believed some items were not up to code.
 
Customer and CRM emailed back and forth to conclude a
meeting date of June 4th 2014.
 
June 4th 2014
11 month service meeting – completed by Nicole F[redacted]
 
Upon arrival of the home, the driveway apron and surrounding
public walk concrete was flaking. 
Similar reactions are caused when salt is applied to new concrete.
 
Builder Warranty  EXTERIOR CONCRETE 11-7.
Observation:
Exterior concrete imperfections.
Performance
Guideline: Exterior concrete is designed to move at control joints. Cracks
are a normal occurrence in these areas. Hairline cracks are a normal occurrence
in any area of exterior concrete. Builder also has no control over flaking and
scaling of exterior concrete.
Corrective Measure:
None
 
 
The lead walk had a crack in the expansion joint and was
slightly displaced.  The panel could have
been lifted and pinned and option was discussed with customer.
 
Customer had mentioned un-insulated garage doors were a
violation of the building code, however it was discussed with them that this
was not a violation since all living space walls common to the garage walls are
insulated.
 
Customer had settlement along the right hand side of their
property along the foundation.  Nicole
F[redacted] had offered them a one-time fill, which we would be placed on the lot
for them.  As a courtesy, a total of 4
skid loads of topsoil were delivered (at two separate times) and placed on the
right rear corner of their property.
 
All punch out work orders were originally sent to Craig
Arroyo for repair.  While Nicole was on
vacation from June 26th thru July 4th 2014, Craig
notified her to advise he was taking a job with another company and would no
longer be accepting service orders.
 
Customer emailed Nicole on 7/13/14 to advise they had not
been contacted by anyone to address the items from their 11 month walk.  They also mentioned additional items to be
addressed. They did not want to pin the front concrete, but rather have the
walkway replaced. They again brought up the driveway apron and concluded it was
poor finish, and although it was flaking it was also cracked.  In addition, they mentioned the garage steps
into the home were not the same height and were a hazard.
 
Nicole responded on 7/16/14, to apologize for the delay and
advised that she was on vacation.  She informed
them the trade who originally received the work orders was retiring from
Keystone and new work orders would be submitted that day.  She updated them on the concrete, stating that
she would pull and replace the lead panel and have the apron checked and
repaired.  In addition, the framer was
onsite and she would have him check the garage stairs.
 
Framer checked and verified stair tread height on 7/16/14,
garage treads were all the same height and to code.
 
Work orders were re-directed to Brian K[redacted] on July 16th
2014
 
11 Month Walk Items
11m
drywall & paint (scheduled by Brian K[redacted] for
8/5/14, returned to finish 8/7/14)Install
scribe @ cabinet to match other (completed by Paul
H[redacted] 7/21/14)Re-silicone
backsplash (completed by Paul H[redacted] 7/21/14)Nail
sticking up thru trim in living room (completed by
Brian K[redacted] 8/7/14)Floor
squeak (kitchen/up hall) (Inspected by Brian K[redacted], up
hall complete but could not reproduce squeak in kitchen at time of repair
8/7/14)Re-caulk
tub (completed by Brian K[redacted] 8/7/14)Silicone
tub spout (completed by Brian K[redacted] 8/7/14)Truss
lift (completed by Brian K[redacted] 8/7/14)One
time fill (delivered two loads of topsoil) (completed
by Reed 7/14/14) Customer emailed Nicole on 7/19/2014 regarding the
re-caulking of the kitchen backsplash and adding scribe along the end cabinet
where the cabinet does not sit entirely flush against the wall.  Stating that they want the cabinet to be
flush to the wall and countertop to be level and if not a new cabinet would
need to be ordered. Nicole notified Paul H[redacted] of customers concern and advised
to check and verify all countertops were level. 
To set cabinets as flush to wall as possible and add scribe to end
cabinet to match others.  Work was
completed on 7/21/14. Builder Warranty
CABINETS AND COUNTER TOPS 9-20Observation:
Cabinets do not meet ceiling or walls. Performance
Guideline: Gaps in excess of 1/4 inch are unacceptable. Corrective
Measure: Builder will repair the gap with caulk, putty, or scribe molding,
or he will reposition/reinstall cabinets to meet the performance guideline. Customer emailed Nicole on 8/11/14 to state drywall repairs
in the home were completed and looked great. 
Also, stated the soft spot under the carpet wasn’t able to be corrected
and requested the carpet be pulled in several other areas to address the floor.
In addition, questioned the foundation waterproofing.      Builder Warranty for
PLYWOOD & JOISTS 3-5.Observation:
Floor squeaks or the sub-floor appears loose. Performance
Guideline: Squeaks caused by a loose sub-floor are unacceptable, but
totally squeak-proof floors cannot be guaranteed. Corrective
Measure: All warranty covered floor issues, including squeaks, will be
addressed during the 11-month correction phase. This allows for normal drying
of the lumber and settlement of the house. Builder will refasten any loose
sub-floor or take other corrective action to eliminate squeaking to the extent
possible within reasonable repair capability without removing floor and ceiling
finishes.  Customer emailed Nicole on 9/8/14 to advise of the
following.
Floor squeak in up hall returned (Brian
K[redacted] scheduled 9/29/14 but could find what was causing and was unable to
repair)
Nail
showed up in the master closet ceiling due to truss repairs (completed by Dwane S[redacted] 10/17/14)
 
Reed concrete saw cut and removed the lead walk panel that
was displaced from the others.  A new
panel was poured on 9/11/14.
 
Customer emailed Nicole on 9/22/14 to advise the lead walk
panel that was replaced does not match the others in the walkway or the front
porch in color or texture. Nicole responded on 9/23/14 to state that we are
unable to match concrete completely.  The
concrete may fade, but was poured at separate times.  Nicole was on vacation, but indicated that upon
her return she would arrange a time to discuss with them directly.
 
Nicole emailed customer on 10/1/14 to arrange a time to look
at additional concerns.
 
October 3rd 2014
Additional items meeting
 
Deco
20 Information (information sent to customer via email
on 11/12/14)Lumps
in carpet (front/right bed) ([redacted] had phoned
customer on 10/14, 10/21 but received no response-repair scheduled for
11/18/14)Soft
spot in master bedroom carpet ([redacted] had
phoned customer on 10/14, 10/21 but received no response-repair scheduled for
11/18/14) Re-paint
garage man door (completed by AAA 10/28/14)Screw
thru ceiling from truss repairs (completed by Dwane
S[redacted] 10/17/14)Additional
fill (delivered an additional two loads of topsoil) (completed
by Reed 11/9/14) Nicole also discussed with the customer that the newly
poured panel would fade, that it was only 3 weeks old, compared to the concrete
on their front porch and the rest of the walkway which was poured 13 months
earlier.  She advised the coloring would
eventually blend and explained it by visually showing them the public walk for
the homes across the street.  They were
poured at different times, but now have similar coloring. The finish was
brushed the same as the other panels in the lead walk.    In regards to the items mentioned in the complaint
Front
walkway replaced-Keystone doesn’t warrant replacing a lead walk due to
cosmetics of panels not matching
Front
step pulling from porch-this is a new item. If the step is pulled an
excess of 1” from the housing structure it falls within our warranty
guidelines.
Dent
in garage man door-dent was not visible, previous bondo repair was
visible.  Door was repainted by AAA
on 10/28/14.  Nicole was not made
aware bondo was still visible and paint was on the door handle.
Carpet
repairs-TOC contacted customer on several occasions with no response. Nicole emailed customer on 11/12/14 to
advise they were trying to reach them and provide TOC contact information.  Repair is scheduled for 11/18/14.
Caulking-this
is homeowner maintenance but we will address as a courtesy
Re-grading
of yard-Keystone does not warrant re-grading of yard due to
settlement.  It is customary to
provide a One Time Fill.  As a
courtesy, Nicole provided this customer with four loads of topsoil.
Deco
20 Waterproofing info-Reed provided this information, since Nicole could
not find in her files.  PDF file
sent to customer on 11/12/14
 
**Also, Nicole discussed with customer on our 10/3/14
meeting we do not backfill our lots with trash. 
Sje apologized for the debris they discovered when building their deck
and explained fill is stripped from the lots and then brought back onto the
lots when needed.

After reviewing this case, I regret to inform [redacted], that Keystone...

Custom Homes, Inc.  ("KCH") does not have any grounds to file a claim against [redacted]. Not only has the warranty between [redacted] and KCH expired, but the warranty between KCH and [redacted] has expired as well. [redacted] states that the product was installed over an unsuitable surface ("rough plywood"), but that claim is invalid. The substrate used was [redacted] oriented strand board. The product was approved by [redacted] for use over that type of surface at the time and therefore seam failure is not from a latent defect due to poor installation.
KCH 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 [redacted].

A plumber did come out to try to repair the issue.  However, it does continues to leak.  We are contacting the Keystone representative today about it.

Keystone has arranged a return visit this Friday to address the customer’s ongoing concern with clear instructions to the sub-contractor to make sure this is properly repaired.  Thanks.Tom M[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 yard
Homeowner installed a shed in their backyard
Homeowner 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 yard
The 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 disagrees with the customer's complaint for the following reasons:      1. The deck was built in 2002 per the applicable building codes in effect at that time.      2. The customer has made no inquiries and/or claims with...

Keystone regarding the deck and/or its components until 14 years later.  The customer has had many years to use and enjoy their deck since its purchase.      3. Keystone's 20 year structural warranty covers the load bearing portion of the home.  A deck constructed entirely of wood and exposed to the elements 365 days/year should not be expected to last forever, nor can a company guarantee its useful                             lifespan as ongoing maintenance and repairs are solely the responsibility of the homeowner.       4. To preserve and extend the useful life of any wood deck that is exposed to the weather 365 days per year, ongoing maintenance and repairs are expected and required.      5. To date, the customer has provided no information regarding what, if any, maintenance and repairs have been performed on the wood deck over the past 14 years.      6. The deck was fully constructed at the time of final inspection and issuance of the use and occupancy permit for the home. Thank you for the opportunity to respond to this customer's concerns.

Unfortunately, the customer in this matter is not willing to listen to the information being provided in this matter. The soil conditions present in any area are not determined by a land developer nor by the home builder. The soils inherent to a given geographic area were deposited long ago. Existing governmental rules and regulations prevent and/or tightly control any removal of/altering of soils during the land development process. Also, swimming pool companies are not often adept at keeping topsoil separate from subsoil when they excavate. Therefore, it is very likely that some of the top soil that was present prior to installing the pool was likely either blended with the excavated subsoil and/or hauled away as excess by the excavator. Again, clearly this homeowner through his agents altered the grading on his lot several times since purchasing the home. Keystone is not willing to redo lawns when homeowners have engaged contractors post-settlement and said contractors have altered the grading of the property.

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Address: 227 Granite Run Dr Ste 100, Lancaster, Pennsylvania, United States, 17601-6813

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