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Reviews Keystone Custom Homes, Inc.

Keystone Custom Homes, Inc. Reviews (18)

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.

Keystone Custom Homes (KCH) is by far the worst organization/company I have ever dealt with in my entire life. Between the backroom deals, false advertising, price gauging, horrible customer service, and overall relationship I have no idea why anyone would purchase a home from KCH. I could go on and on for days. I have only been in my house for five months at this point.

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.

Review: My fiancée and I settled on our brand new home in December 2012. We took before and after pictures of our lot. This builder left a very large "mountain" of rocks and dirt, just off of our property line. My fiancée [redacted] has tried numerous times in speaking to [redacted] and has been unsuccessful in a resolution. [redacted] is trying to say it is the responsibility of the property owner, [redacted] to remove this large pile of rocks, who is refusing to. [redacted] and I are being lied to by [redacted], and we have photographs to prove that the contractor themselves left these rocks!! We have neighbors who have even brought the issue up to me, and stated they watched he builder create and leave this large pile. There is also another home with the same issue, and we have photos of that lot because it was also considered when deciding where to place our home. THERE ARE OTHER HOMES on our community starting to break ground by keystone and there is no reason they can not remove these rocks, as they already have equipment on site!!Desired Settlement: Remove or bury the rocks in a trench now before my children are hurt.

Business

Response:

Dear [redacted]:

I am writing in response to a complaint filed by [redacted], Complaint #[redacted]. The complaint was filed against Keystone Custom Homes, Inc. (“Keystone”). Although [redacted] has not purchased a home from [redacted]), the equitable owner of the lots in the community in which the address given by [redacted] is located, we do have a file on a home at this address, purchased by [redacted], and I assume that he is the fiancée to whom [redacted] makes reference in here complaint. The rock/dirt pile to which [redacted] refers (picture attached for your reference) is located on property adjacent to the home purchased by [redacted].

[redacted] is party to a contract to purchase lots in the [redacted] community from [redacted], and [redacted] owners of the property (collectively “[redacted]”). [redacted] is developing the community in phases. Although the [redacted] lot is located in a phase of the community which has received final plan approval and has been improved, the lot adjacent to the [redacted] lot lies in a phase of the community for which no plan approval has yet been obtained and which has not been fully improved.

Part of [redacted]’s obligation under its agreement with [redacted] is to blast and excavate rock from foundations on lots to be purchased by [redacted]. This blasting in the phase of the community in which the [redacted] lot is located was accomplished some time ago. [redacted] moved some of the rock debris to a pile located on the area of the community which is not yet an approved phase and which has not yet been developed: the area adjacent to the [redacted] lot.

[redacted] purchased a lot in a community which is under development. We understand that [redacted] contemplates obtaining approval of the phase of the community on which the pile is located in the future. When that phase is being developed—graded, blasted, etc.—we understand that the pile will be removed.

Neither [redacted] nor Keystone has moved the material or excavated the material which is on the pile in question; [redacted] is responsible for this material. In fact, neither [redacted] nor Keystone (the construction contractor engaged by [redacted] to build the [redacted] home) has any access to the area on which the pile is located; it is owned and controlled by [redacted] and is not the subject of an agreement to sell lots to [redacted] at this point.

[redacted] has purchased a home located in a community which is under development. As is the case in any community which is under development, evidence of construction activity, including the presence of storage piles for rock, fill, and topsoil, will be present in undeveloped areas of the community until development is completed. [redacted]’s home is located on the edge of an approved/improved area, adjacent to an unapproved/unimproved area, and this evidence of construction activity will remain in the unapproved/unimproved area until the area is developed by [redacted], over which neither [redacted] nor Keystone has any control.

We are pleased to have [redacted] and [redacted] as part of the [redacted] community, and we hope that we can make their home ownership experience a rewarding one. We regret, however, that we cannot address the problem of which [redacted] complains, as it is clearly the obligation of [redacted]. [redacted] expresses concern that the rock/dirt pile may present a safety hazard. I again note that such piles are common in areas of construction, and although some hazards may, in some cases, be inherent in construction sites, the site is on private property over which neither [redacted] nor Keystone has any control.

Thank you for your consideration.

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: [redacted]

Fax: 717-735-2034

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Your statements are incorrect. You are giving me the run around. This pile is not just rock, but is also dirt, tarp, and other construction related material. Keystone's contractor’s deliberately put this right off of our property while digging the foundation, obviously to have it ran with the boulders which already existed. Pictures are attached of the progress of our home and this issue I have also reported this to the [redacted] County Government. Stop treating us like this, as we have invested everything into this home, to have it ruined by something like this. I have several friends and a coworker in the process of purchasing a home with Keystone, and have stated they will not continue if this matter is not resolved. A [redacted] home 2 houses down from us had the same issue, and [redacted] buried their rocks in a trench, in the same area our rocks are. Check out another home built this fall by Keystone in our development. Same issue mixed with dirt. I have included pictures of the stages and the pile becoming bigger. There was already a pile of huge "boulders" off of the lot, which I do not mind staying there, as they would look nice. From where the well pipe is and to the left of the photograph is what Keystone has left. This needs to be removed or addressed immediately. This pile continues across my entire backyard. Since it is so obvious this was put on the "[redacted]" property by Keystone while digging our foundation, why is it so difficult to just remove it? I shouldn’t even have to be resorting to this. There is an entrance by the playground that a truck/equipment could driive up and easily have access to this issue without destroying any homeowners property. A lot in which the foundation has just been poured backs to this area also. Perhaps it was too much money for the company to just remove this mess while they dug out the foundation, just as it was leaving the unstable tree on our lot, which hovers over my house, instead of cutting it down.

Regards,

Business

Response:

Dear [redacted]:

I am writing in response to [redacted]’s response to our answer to her complaint, Complaint #[redacted]. I apologize for the delay in responding. [redacted]’s response arrived only a few days before I was scheduled to be out of the office for an extended period of time, and our team did not have adequate time to review the situation before I left. Thank you for your patience. For ease of understanding, any terms used in this response which are defined terms under my original response to the complaint shall have the same meaning here as in the original response.

The pictures to which [redacted] refers in her response were not forwarded to us, so I am unable to respond to them. Our representatives have again visited the site to confirm conditions there. The builder has confirmed that all excess material excavated by [redacted] from the [redacted] site was hauled away and not deposited on the pile to which [redacted] refers. As previously noted, [redacted] has responsibility for blasting of the lots in the developed area of the community, of which the [redacted] lot is one. We understand that [redacted] did move some of the blasted material excavated from the [redacted] lot to the pile. But this is not [redacted]’s responsibility. As I indicated previously, this pile is located on property not owned by [redacted] and to which [redacted] does not have authorized access. This area is an undeveloped area which is not the subject of an approved subdivision and land development plan. [redacted] is prohibited from depositing excess material on this pile, and it has not done so.

We have been in touch with [redacted], and they have advised us that when a final subdivision and land development plan is approved for the undeveloped area in which the pile is located, and when [redacted] has completed blasting and grading there, they will relocate the pile.

As stated previously, [redacted] has purchased a home located in a community which is under development. As is the case in any community which is under development, evidence of construction activity, including the presence of storage piles for rock, fill, and topsoil, will be present in undeveloped areas of the community until development is completed. **. [redacted]’s home is located on the edge of an approved/improved area, adjacent to an unapproved/unimproved area, and this evidence of construction activity will remain in the unapproved/unimproved area until the area is developed by [redacted], over which neither [redacted] nor Keystone has any control.

It is unfortunate that [redacted] is apparently misrepresenting the situation to other potential buyers for the community. It is our hope that she understands that improper interference in potential contractual relations with these potential buyers is a serious situation.

I trust that we have clarified this matter. Thank you again for your patience and for your consideration.

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: [redacted]

Fax: 717-735-2034

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me at this time, and will reevaluate the issue closer to completion of our development. Thank you.

Regards,

Review: Keystone Custom Homes built my home and I closed on Sept. 4 2013, During my interview before closing I was informed by my customer relation manager / inspector provided by keystone that my driveway was graded with a swale so that water would run off my driveway. 3 days after moving in we had heavy rain and I immediately informed keystone that my driveway is proving faulty, pooling water and it’s not running off the driveway as promised. I was told they would have a look at it in my 30 day visit and they did look at it and said yes it appears that the driveway does seem low on the left hand side and would be repaired first thing in the spring. First day of spring I contacted Keystone about a follow up on my driveway repairs, I was told that they would come out and have a look which they did and then the story changed. they stated that the grading was high on the side where the swale were to perform the water runoff. I firmly informed my customer relation manager and her boss that I do not feel that's the root cause, I clearly stated that I felt it was a combination of both grading and driveway.

I also went the extra mile and contacted 3 paving companies and they all informed me that my driveway was over-rolled on the left hand side and the grading was also high. I was presented with a written quote form one of the paving company. detailing what the problem was and how it needs to be address. Keystone Customer relation manager and her boss ignored my information when I presented it to them via email. I have a chain of emails sent to the Building supervisor and the customer relations manager with no replies.Desired Settlement: I would like Keystone to fix my over-rolled driveway. fix it properly so that the water does roll of as it should and not into my garage or pond in the middle of the driveway. if their paving company is unable to do the job correctly as stated in my problem description I have a quote and detailed explanation by paving medic stating they can do the job correctly.

Business

Response:

10.7.13 – 30 day walk visit completed by CRM Steve A[redacted]

0

items of concern (except those not completed from zero form)No

documentation re: issues with driveway Late Fall 2013 – [redacted] notified Nicole F[redacted] of

water ponding on the driveway. Nicole

visited the home site ([redacted]) to assess the concern. Upon the initial site visit, the lot grading

on the left hand side of the driveway appeared to be approximately 3” higher

than the driveway. A clear mud stain was

visible on the driveway in the adjoining area.

At this time, Nicole discussed with the [redacted]’s it was too late in

the season to address the grade and/or the driveway. This would be re-assessed in spring 2014. Late spring 2014 – CRM, Nicole F[redacted] had made numerous

visits to [redacted] to assess how long water would pond. It was evident that water would

pond on the drive, however within hours evaporate. 5.7.14 – CRM, Nicole F[redacted] texted both [redacted] &

[redacted] stating, that weather pending [redacted] will begin seeding

the following week. In addition, Nicole had submitted service orders to

[redacted] to cut the grade down slightly off the left hand side of their

driveway to allow water to drain and not pond. 5.7.14 – [redacted] texted Nicole F[redacted] to thank her

for the update, asking if she was sure the issue was with the grade and not the

asphalt. Nicole explained that once it

was completed, they would validate that. Mid May - [redacted] Landscape was scheduled to cut down the

grade, install a swale and mat the disturbed area. [redacted] phoned

Nicole F[redacted] and was hesitant to cut the grade since he did not believe this

to be the issue. He requested the paving

firm inspect the driveway and provide feedback.

6.11.14 – CRM, Nicole F[redacted], texted both [redacted] &

[redacted] that the paving rep would be inspecting their driveway on

6.18 and Nicole would follow up with them once complete. Mid June – [redacted] advised Nicole F[redacted] after

inspection stated the grade was too high on the left hand side of the driveway. 6.24.14 – [redacted] emailed Nicole regarding the status

of water ponding on their driveway. 6.24.14 – CRM, Nicole F[redacted] and Bryan B[redacted] met with

[redacted] to discuss elevated grade on left hand side of driveway. At this time, Bryan B[redacted] removed a shovel

full of ground from problem area and allowed water to drain off driveway. Nicole and Bryan discussed with **. [redacted]

that we would have [redacted] Landscaping lower the grade on the left side of

the driveway via a 3’ wide swale. If problem still presented itself, Keystone

would take appropriate action. 6.25.14 – [redacted] emailed Nicole F[redacted] to thank her

for coming out to assess the driveway. 6.27.14 – [redacted] emailed Nicole photos of water

ponding on driveway 7.7.14 – [redacted] texted Nicole to ask about the

landscaper’s schedule 7.7.14 – Nicole F[redacted] texted [redacted] that Strathmyer

Landscape was scheduled for later that week. 7.8.14 (approx 4pm) – [redacted] Landscaping cut 3’ swale off

the left hand side of the driveway to alleviate water from ponding. 7.8.14 (9:37pm) – [redacted] emailed Nicole F[redacted] about

water still ponding on the driveway and asked her to stop by to assess again

& requested Keystone schedule drive repairs with Ivy Ridge Lot 6 7.9.14 – CRM, Nicole F[redacted] notified Hackman Paving about

water ponding on [redacted] and to discuss scope of work to be completed. 7.10.14 [redacted] phoned CRM, Nicole F[redacted] to

discuss ponding on driveway and expressed her concerns. CRM, Nicole F[redacted] explained in detail that

although water ponding on the driveway is not a warrantable issue, Keystone was

taking appropriate steps to resolve the issue. 7.11.14 – CRM, Nicole F[redacted] emailed both [redacted] &

[redacted], updating them that driveway repairs are scheduled for Friday

July 18th. In addition, Bryan

B[redacted] and Nicole F[redacted], would meet with them prior to the repair to discuss

scope of work and address any questions or concerns. 7.17.14 – CRM, Nicole F[redacted] emailed both [redacted] &

[redacted], updating them that the stone base at [redacted] ([redacted]) is

too wet to pave, and as previously discussed, their driveway was to be repaired

when Keystone installed the driveway at [redacted].

In addition, Nicole advised paving was re-scheduled for

Wednesday/Thursday the following week (June 22nd/June 23rd). Additionally, that Bryan and Nicole F[redacted],

would meet with them the day of the repair. 7.23.14 – Nicole F[redacted] was notified by the Production

team that [redacted] is being paved on Tuesday July 29th. The [redacted]’s have not yet be notified. 11 month walk visit to be schedule on or around 8.4.14

Consumer

Response:

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

The matter of the driveway was first discussed at our Final Walk-thru with Steve A[redacted] on August 30th, 2013. Steve assured us that the driveway will dump the water as it should because they driveway was paved to do so. Shortly after we moved in we called Steve to tell him about the driveway because the water sat after washing our cars this was on or around September 27, 2013. It was not mentioned during our 30 walk-thru because we thought it was in the works just like the other items. Shortly after our 30-day walk-thru [redacted] did call Steve to tell him about the driveway again and he referred her to Nicole as he was no longer our CRM.

On June 25, 2014 we contacted 5 pavers to come out an access the driveway 3 out of 5 declined due to size of driveway project and/or location. A representative from a company in [redacted] stated, “I would say it is a combination of the driveway not being installed properly and the ground being too high next to the pavement. The driveway would have to be removed and replaced to correct the driveway and the ground next to the driveway regraded to allow the water to flow away from it. The cost to have us perform this work would cost $2,935.” The other paver is in [redacted] stated, “[redacted] – low spot just off center of driveway. 8 to 9 Feet from garage door over rolled 5ft from left side creating water hold. Cost to remove poorly laid driveway and install new 2” binder, 1 1/2'’ top, rolled and packed. Make sure water flows off and does not pond - $2,475.00.”

On July 10th, [redacted] was told that temporary ponding does not fall within the warranty guidelines and Nicole is having contractor return to heat repair the driveway. We feel that when we first brought this item up to Duane M[redacted]& Steve A[redacted] that should have been discussed instead of saying the water will run off. Secondly, If the driveway area was known to have ponding, the contractor should have known this and they should have the knowledge and expertise to pave the driveway in such a way that the water would run off. Most driveways come with a warranty and the fact that Keystone does not guarantee temporary ponding, this allows for poor workmanship.

Last we heard from any representative from Keystone was July 22 and today being July 29 we are still waiting on an update

Regards,[redacted]

Business

Response:

The [redacted]s have been updated on the status of the repair via email on 7/29/2014.

Review: Our current home is roughly 2 years old. The issues that we have had since we took ownership of the home and still have not be correct are as follows: 1. Cracks in the ceiling, every nail/screw is popping threw the drywall, 2. previous paint patchs are not covering any of the (incompetent keystone sub's) patch work, 3. truss uplift is separating our wall's from the ceilings, 4. all the molding in the home has shrunk leaving spacing in corners and edges, 5. shower leak under the floor created drywall damage and mold damage "pictures to prove" Keystone did nothing to fix the issue. 6. drainage issues in the back yard, setting water. 7. Keystone did not apply the correct amount of top soil, now grass will not grow " proven by [redacted] Keystone had come out". 8 Fiber duct used in the basement does not meet building codes on the (R) value. 9. Concrete in the garage is chipping up cracking "other than expansion joints" currently 1'' deep. 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. 11. kitchen sink leaked and warped cabinets, semi fixed but not 100%. 12. drywall chunks are under our carpet, keystone would never fix the issue. 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. 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. 15. all windows had cracks around them due to taping was done wrong, keystone gave me trim to cover it. 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. 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". 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. 19. I tried to contact [redacted] with keystone in the past weeks but he has ignored me. 20. the roof peaks on the home on both ends are popped up while the middle has sagged down. 21. building materials used to build the home were warped and soaked prior to installation 'pictures to prove" 22. garage step fell apart when we had company and they fell 'i had to make a temp step" 23. interior garage door to the house is rusted 'perhaps it was used prior to installing at my home". 24. keystone tried to fix floor squeaks by drilling threw the carpet and the carpet is still screwed to the sub floor. 25. all masonry around fire place is chipping and cracking. 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. note : this entire home has had many issues not mentioned in this complaint. When you spend over 315K on a home it should be correct! that's not including the land price.Desired Settlement: I need keystone to fix these issues via paying me to have a competent contractor come in and fix our home. listed below are corresponding fixes with the problems me and my family are having. 1. repair all ceilings and repaint, 2. repair patch work and repaint, 3. reinforce truss's to the walls and paint and patch the ceilings, 4. remove existing molding and re-install new molding and repaint. 5. remove the shower and tare apart the floor and below ceiling and remove all damaged areas, repaint and patch. 6. regrade the yard to get positive flow away from the home, topsoil and sod yard. 7. install topsoil over the entire yard. 8. remove fiber duct and install metal duct and insulate it correctly. there is no way to insulate whats currently there. 9. saw-cut the garage floor and re- pour floor. 10 remove all sub-floor in the bathrooms and re install and install new floors. 11. install new cabinets 12. remove carpet and scrap floors clean and re install carpet and padding. 13. lift the HVAC unit and re-run the duct work per the installation drawings. 14.install a new garage door. 15. needs painted 16. remove and re install new cabinets. 17. install insulation in all garage walls with a insulated garage door. this may require removing all drywall in the garage. 18. remove siding and drywall and re build the header for the 6' door and install siding. 19. contact myself to fix issues 20. top of the roof needs to be removed and re built level. 21. I don't know how to fix this, this may be the reason we are having all the issues. 22. build new garage steps to the home. 23. install new interior garage door to the home. 24. remove carpet and trim to fix the floor and re install new carpet and padding. 25. remove the stone and re build the fire place. 26. have a structural engineer come into the home to correct this issue, when we heard the crack we thought the roof was going to fall on us while we were sleeping, then we noticed the cracks. note : this entire home has had many issues not mentioned in this complaint. When you spend over 315K on a home it should be correct! that's not including the land price.

Business

Response:

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.

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.

I note that **. [redacted] has sent numerous e-mails, copying them to such people as the Township’s engineer, State Senator [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).

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.

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 [redacted]). 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.

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.

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.

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. 3. 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.

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.

**. [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”.

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.

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.

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.

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”.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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].

Thank you for your consideration.

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: ###-###-####- Ext. [redacted]

Fax: ###-###-####

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

+1

Review: We have on several occasions attempted to contact Keystone Customer Service about cracking in the basement of our home constructed by this company. The warranty clearly states that any cracking that allows water to flow through and/or that is larger than 1/8 inch will be repaired. We have severe cracking in the wall that allows water to flow through and a large crack measuring larger than 1/8 inch in a few spots on the floor of our basement. The first time we called Keystone sent someone out to look at it but nothing was done. Since then Keystone will not return our calls on this issue as well as an earlier issue we had with our driveway sinking. They came out an repaired the driveway once but it sank again in the the exact same way and Keystone has refused to follow up with us or do anything else about these issues.Desired Settlement: We want Keystone to honor its warranty and come out to properly fix the cracking in the basement. Not just "patch" the cracks but completely fix the problem so that no more water can penetrate the walls of the basement. Also, we want the driveway repaired correctly this time so that it does not sink a third time.

Business

Response:

Dear **. [redacted]:

Review: I will copy and paste the email that I sent them approximately 2 weeks ago, it describes the issues. As of this date I have not heard back from them. [redacted],

I am writing with regards to my home that your company built. I live in the [redacted] development. I have lived at this address for almost 2 years. In that time I have been faced with several issues that are sub par. I found out last summer that my outside air conditioning unit was undersized. I have a 3 ton unit and according to the HVACC specialist I should have a minimum of 4 tons and better yet a 5 ton unit. Also, they have informed me that my HVAC duct work is undersized, and this is why there isn't adequate air flow to the second and third floors.

The other issue I have is the fact that the front of my house is a huge cold zone. We have had several friends in this development that have had broken pipes due to the poor craftsmanship that your company have displayed. Fortunately my pipes have not broken because I have kept a space heater in my downstairs bathroom. My 2nd floor front bedroo** are freezing cold and unfortunately I can’t afford to place space heaters in them. We have placed extra blankets on the children’s beds, but they are still cold. I have been able to inspect the front walls in my friend’s house, whose pipes have frozen. We found there was no thermal barrier or any structural barrier between the front porch roof eve and the floor joist between the 1st and 2nd floor causing the outside air free passage into my home freezing my pipes and keeping the energy efficiency of my home very poor. There is no and I mean absolutely no insulation not even plywood. The only thing separating the area between my floor joists is a thin layer of aluminum soffit skirting. Nothing else, basically making it wide open to the outside elements; completely unacceptable by any standards. I know that my neighbor had issues with her pipes freezing 2 years after the townhome was being built and your company came out and corrected their property due to poor building structure and insulation. I would like to see someone from your company come out and assess the situation and correct any errors that have occurred in this home with being built. I also would like any documentation you have on the zoning and coding inspection and paper work of the property. Any questions please contact me directly at ###-###-#### or via email at [redacted]. I am aware that there are several other people from my development that are dissatisfied with the poor construction issues and they have stated that they were going to address this directly with you. If we fail to be able to come to a reasonable solution to this problem I will be contacting the Revdex.com as well as informing the public, via social media, of all the proble** that we are being faced with.

I am looking forward to hearing from you in a timely manner.

Thank you in advance for your cooperation.

[redacted]Desired Settlement: I would like them to supply me with the copy of the home inspection documentation. Also, I would like for them to fix the problem by insulating my house properly as well as fixing the heat/airconditioning proble**.

TY

Business

Response:

In re: [redacted]

Complaint No. [redacted]

Dear **. [redacted],

I am responding to the complaint filed by [redacted] regarding her home in the [redacted] Community, constructed by Keystone Custom Homes 10 years ago. After receipt of the complaint on December 17, we had a representative visit the [redacted] home to investigate the complaint. **. [redacted] was present during the inspection conducted by the Keystone representative.

Regarding the complaint that **. [redacted] “found there was no thermal barrier or any structural barrier between the front porch roof eve and the floor joist between the 1st and 2nd floor”, this is apparently incorrect. The Keystone representative raised up a panel of the ceiling above the front porch and found insulation. **. [redacted] observed this insulation. I am attaching pictures taken at the time of the inspection, showing insulation. In fact, it was found that areas of the garage ceiling which, by Code, do not require insulation (there are no living areas over these areas) were nevertheless insulated as well. We cannot explain the discrepancy between conditions as the Keystone representative found them and conditions as described by **. [redacted] in her Complaint. We do note, however, that the section of **. [redacted]’s complaint dealing with the insulation issue is word-for-word identical to an inquiry received from a neighbor by Keystone (not through the Revdex.com):

“. . .we found there was no thermal barrier or any structural barrier between the front porch roof eve and the floor joist between the 1st and 2nd floor causing the outside air free passage into my home freezing my pipes and keeping the energy efficiency of my home very poor. There is no and I mean absolutely no insulation not even plywood. The only thing separating the area between my floor joists is a thin layer of aluminum soffit skirting. Nothing else, basically making it wide open to the outside elements; completely unacceptable by any standards. I know that my neighbor had issues with her pipes freezing 2 years after the townhome was being built and your company came out and corrected their property due to poor building structure and insulation. . . I would like to see someone from your company come out and assess the situation and correct any errors that have occurred in this home with being built. I also would like any documentation you have on the zoning and coding inspection and paper work of the property. Any questions please contact me directly at. . .”

Keystone is working with that neighbor, assessing whether there is indeed an insulation problem with that home. But there does not appear to be an insulation problem at the [redacted] home.

Regarding the HVAC system, **. [redacted] has not identified the HVAC specialist she engaged, and we have seen no written report. The HVAC unit and duct work installed in the [redacted] home are as prescribed at the time by the HVAC contractor, based upon square footage of coverage. An HVAC contractor may suggest a different unit or specifications, but that does not mean that the specifications of the equipment installed are not adequate. We believe that the system installed in the [redacted] home was, when installed, the appropriate equipment for the home. This was, of course, 10 years ago. Systems do deteriorate with age and eventually need replacement. If a system is not properly maintained, it may fail prematurely. **. [redacted] is the third owner of her home, having purchased it in 2011. We therefore have no record of past performance or of maintenance of this system. I will note, however, that this is the first complaint logged in our records regarding the HVAC or heating/air conditioning problems with this home.

Keystone-built homes come with a comprehensive 1-year limited warranty and a 20-year structural warranty. The 20-year structural warranty is transferrable, but the 1-year warranty is voided upon the transfer of the property (again, **. [redacted] is the third owner of this home).

The conclusion of our investigation is that the [redacted] home was properly constructed and properly insulated when built. The HVAC system was adequate for its task when installed. We have no documentation regarding maintenance of the HVAC system over its 10-year life to date, and we have had no complaints regarding the HVAC system performance or regarding insulation until now. We conclude that any insufficiency in heating or cooling at this point is due to ordinary wear and tear on the 10-year-old system or to maintenance issues with the system. Keystone Custom Homes is not, therefore, in a position to offer assistance at this point.

Thank you for your consideration.

[redacted]. [redacted]

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: ###-###-####- Ext. [redacted]

Fax: ###-###-####

Review: We are having issues with our vinyl flooring which was installed by a company contracted through Keystone Custom Homes. Our home was purchased in August 2009. We began to notice several seams seperating and some tears in the vinyl approximately 2 years later. At the time, we knew our warranty period was over with Keystone, so we did not persue the issue at the time, instead we tried to repair the seams with a seam sealer kit, which did not work. We hired a flooring company to come out and repair the floor this past March. The company name is [redacted] flooring. Jay, from [redacted] flooring pulled up the vinyl to try to adhere the pieces together. Upon doing so, he told us immediatly that he could not repair the seams, and that Keystone had failed to install a luan underlayment underneath our vinyl and that Keystone owed us a new floor. The brand of flooring is [redacted] and I did some research on the installation. On [redacted]'s website, I found that if the vinyl is "free floating", it needs to be installed over a smooth surface. The installer installed our vinyl over rough plywood. You can see ripples throughout our floor. I have been in contact with Keystone on many occasions about this over the past few months and have been given the runaround. I asked the construction manager to contact [redacted] to make a claim so that [redacted] can come and inspect the flooring. Keystone has, on many occasions, refused to help us out. They refused to make a claim with [redacted] because they do not want to be involved. I called [redacted] myself, and was told that as a consumer I can not file a claim, it needs to be done through the installer. Keystone yet again refused to file a claim, so I asked for the information on who they contracted to install the floor. They gave me the wrong company several times, but eventually gave me [redacted] flooring's information. I contacted [redacted] flooring and they told me that it is not their responsibility to make the claim, it is Keystone's. I contacted Keystone with this information and they still refuse to be involved. We actually paid an upgrade on our flooring selection.Desired Settlement: I want Keystone to file a claim with [redacted] so that this issue can be resolved. I want someone to come and inspect our floor. Ultimately, I want the floor that I paid for to be installed. I want it done the right way.

Business

Response:

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].

Review: ‘"It's all about value," says [redacted]. We have a philosophy of always giving the customer great value and great se**ice. These ideas are the foundation of our success - and everyone who works with our team knows how we do things."’ [redacted] continues -- "We go to great lengths to make sure that our customers have an unforgettable experience when they build with us. We offer thousands of options so each home is customized to meet the specific needs of the customer, and our quality control process is incredibly detailed. We check over two thousand different items on every home and we back the whole thing up with a twenty-year warranty. We love what we do... we love making our customers happy."’

Well, you are correct with one aspect of your philosophy. You have given us an unforgettable experience.

Initially, we were hesitant to build. We were content and established in our previous home. With the arrival of our new baby girl we wanted more space, a bigger yard, and neighbors with children her age. So we began our search. We looked for a few months then met our home advisor, over on the East Shore in his model home in the [redacted] community. After a wonderful meeting with him, he shared with us news of a phase opening up, here at [redacted]. We were anxious to see this new phase as we lived only a few miles away from it. On our drive-by we fell in love with a particular lot. And thus, we decided to build with Keystone.

Our initial phases of building with our Home Advisor and with our Design Coordinator at the design center were wonderful. Even the initial phases of the actual house building went smoothly. There were some delays because of weather. To us, that wasn’t anything to worry about. We were to settle on June 28th. We had our final walk through the week prior and that was the day we became extremely ne**ous. Settlement was in a week and our house was not near completion. We were hoping Keystone would ask for a few more weeks to finish the house, but instead they assured everything would be ready for move-in on June 28th. Needless to say, things were definitely rushed, as our house was finished by June 28th. From this day forward, our experience became nothing but a constant headache and daily disappointments.

Issues that we have had with our house for only the first four months:

Basement:

1. We had a leak through our ceiling due to water pipes. This had to be fixed three times. The dry wall had mold on it, and that needed to be replaced.

2. The steps had plaster, paint, who knows what else, caked on them.

3. The pipe that our main water line sits in was never sealed. The immense amount of rain received on October 10th, caused our basement to have water. The water literally streamed out of the wall and soaked our insulation, carpets, boxes, and other personal items. The water could not be contained and Keystone said there’s nothing they could do except try to stop the water flow as much as possible and fix it once it stops raining and dries. Meanwhile, our basement continues to have water.

Family Room:

1. One baseboard wasn’t painted.

2. Paint on tips of carpet all along baseboards.

3. Fireplace mantle was not straight. The middle was flush to the wall. The right side had a small gap, and the left side had a half-inch gap.

4. There was plaster, paint, and grout on our stones on the fireplace.

Powder Room:

1. Door had water damage on the bottom.

2. Chip on one of the wood floor slats.

Kitchen:

1. They forgot to place our trash can roll out cabinet in the island. When they finally did, the outlet that was there (which shouldn’t have been on that side) is causing that cabinet as well as the drawer above it to not pull out smoothly. When it was “fixed” we were told that’s the best that it can be because of the outlet. It will never pull out smoothly.

2. Another drawer was crooked.

3. There was a very noticeable gap between the refrigerator wall and the dry wall.

4. The ply wood on our last cabinet was screwed in too tightly and caused the finish to flake off.

5. Two pieces of molding (top of cabinets) had knots in it that were aesthetically displeasing because they were at the top of the molding, and it looked like they had large cracks/holes in it.

6. The screws from the door handles left large splits in the wood on the interior of two cabinets.

7. One drawer had the inside finish of the back corner completely peeling off.

8. One drawer had a screw on the inside that had damaged the front part of the drawer (interior).

9. The edge on one of the shelves was cracked and peeling apart.

10. Pantry door was not closing correctly.

11. Our oven/stove was hooked up for a natural gas line, not propane!! We found this out the hard way and had flames engulfing our pots and carbon all over our pots and then in our sink!!

12. Coat closet door had water damage on the bottom.

13. The microwave would run automatically when the door was shut.

14. The sliding door had scratches on the interior side of the glass.

Dining Room:

1. There is a piece of woodwork that is cracked up the side towards the bottom. On that same piece wood there is a strange thickness on the one edge with gobs of paint covering it.

2. Small drops of paint are all over the edges of the wood floor.

Living Room:

1. The carpet was installed crooked. We had two different sets of people (three different times) come out to “fix this”. It was worse. Finally new carpet had to be ordered. These installers placed it in beautifully. However, there was one place they couldn’t tuck the carpet under the woodwork because that piece of woodwork was placed flush to the floorboards.

Study:

1. There was a gap between the baseboard and the carpet. Pad was too short.

Stairs:

1. Someone tracked grease marks on our steps. These stains were “treated” twice, and they appeared again. They were then treated a third time

2. There was a stair that the pad was cut too short and you could feel the wood.

3. Part of the wood, on the side, that goes up the stairs has a chunk out of it.

4. There was a nail point that was protruding from one of the wood panels on the steps.

5. The railing was stained while on the wall. There was stain on our wall. The underside of the railing was never stained.

6. You can see the seams of the carpet on each step.

Bedroom 1:

1. The ceiling fan hook up had a different housing fixture than all of the other ones. It was only screwed into the stud with one screw.

2. Paint on tips of carpet all along baseboards.

Bedroom 2:

1. There was a large crack (I could stick all my fingers under it) on one baseboard. I asked for it to be replaced. They tried to “fix it” and then paint over even after I asked it to be replaced!

2. Paint on tips of carpet all along baseboards.

Bedroom 3:

1. Closet doors weren’t aligned correctly.

2. Carpet near the corners of the closet was not tacked down.

3. Paint on tips of carpet all along baseboards.

4. One board around the window was showing its wood pattern; whereas, no other piece around the window looked similar.

Hall Bathroom:

1. The hot and cold water pipes were mixed up!!

2. The caulk around the bathtub and the floor was very sloppy. I had it repaired and it still looked terrible.

3. The caulk around the top of the shower and the walls was placed over plaster that was not cleaned up first.

4. There were scratches on the edge of the tub. There were scratches on the inside of the tub as well as a slight scratch that actually cut the tub.

5. Door had water damage on the bottom.

6. The top horizontal trim around the door does not match the trim going vertically.

7. There is a chunk out of the trim on the left side of door.

Laundry Room:

1. The hot and cold water pipes were mixed up!!

Master Bedroom:

1. Paint on tips of carpet all along baseboards.

2. Two windows had quite a bit of extra silicone all over the left vertical edge.

Master Bath:

1. There was a hole in the outside of the shower.

2. There is a hole on the inside of the shower.

3. Scratch on the mirror.

4. The caulk around the top of the shower and the walls was placed over plaster that was not cleaned up first.

5. The tile around the tub had mounds of grout in certain areas and also had some holes in the grout.

6. The caulk placed around the tub, either missed spots because of poor grout job, or sunk in because too large of a gap between tile and tub. Discovered that pieces of a sponge were left in parts of the caulk that caused it to split.

7. The window had a huge gap between the sill and the tile.

8. There were fine scratches on the tub.

9. Two nicks near drain and one on top.

10. One major nick in the tub near the cold water handle.

11. Horrible walls! Had to spackle an immense amount of wall space before painting.

Driveway:

1. There is a part of our driveway that has a large crack in it and is collapsing around it.

2. There are five chunks out of our sidewalk. When this was corrected, the finish was so rough that we cannot walk on our sidewalk without shoes on.

3. The bump at the entrance to our driveway is ridiculous.

Front Porch/door:

1. There was a hole on the top of both columns.

2. Front door step: There is paint (or something) all over the silver plate and the wood strip placed across it. A certain cleaner had to be used to get this wood strip clean, and then it stripped some of the stain off the wood.

3. There is a red sticker inside the glass on the door window. Once this was fixed, there are still two black pieces of sticker (or something) still in the window.

4. The door handles had white paint all over them.

5. The window has black marks on the white wood panels in and around it.

Hard Wood Floors:

1. Had scratches on it.

2. Had a large scratch across 5 planks of wood.

3. Dents in certain boards.

4. Little specks of paint ALL over the hardwood, due to painters not placing drop cloths on the hardwood.

5. Boards with nicks.

6. Boards with splintered wood.

Whole House:

1. Windowsills. They look like they were taken through a saw that had a jagged blade. They are so rough along the edges (assuming they weren't sanded). The seams have gaps in the corners. Parts were left unpainted. In the one room there is a gash in the one corner about 2 inches long. There are chunks missing on certain parts of the sills.

2. In every room that we have hard wood floors, there are thousands of tiny paint dots from the painters, obviously, not using drop cloths.

3. House was never cleaned. The wood floors were so dirty. So much dirt was accumulated between the cracks of our boards that the cracks are still showing some dirt. I had to go through with a stain marker to cover most of this.

4. You can see the seams where the baseboards meet. The corners are so rough. Some have gaps from not being cut correctly. Some are very rough, from not being sanded.

5. The quality of our dry wall/painted walls is horrendous. You can tell they were painted in a rush and not sanded efficiently. The master bath was the worst. The dry wall paint literally had little holes all over it. There are gashes in certain rooms in the dry wall that weren’t able to catch until we painted all the rooms. Now, of course, they’re all noticeable.

Exterior:

1. We paid for an extra amp hot tub hook up outside. When our hot tub installer and our electrician were here to hook everything up, they discovered the installed breaker was defective. They had to race around to four different stores to find a breaker. I was informed by [redacted], “Unfortunately I must process this through our trade. We can't replace items without proper investigation and legally allowing them the opportunity to fix the issue before back charging. If you have your electrician replace I can’t send the check through for approval therefore keystone will not pay. If you call ** electric, their number is on the electric panel, they will fix the item for you.” Your electrician wasn’t available until the next day. We were not paying our installer and our electrician to come out the next day because the breaker you installed was defective. I took a video of them swapping out the breakers, have assigned affidavit from witnesses, a copy of the receipt for the new breaker. What is most upsetting, is that your electrician nor the inspector actually tested the breaker to make sure there was 500 amps running through it! This $111.38 was reimbursed to us.

2. Due to the “rushed” settlement date, and not allowing adequate time for settlement of the top soil (which was just poured and spread, not tamped) our yard was not able to be walked on because you would sink ankle deep for approximately a month. We had to push back the building of our deck. When the water seeped through our water line pipe, our customer se**ice representative went outside to look further and she sunk a foot into the ground. Finally someone came out and added dirt, rocks, and retamped that area.

Garage:

1. There is a rebar sticking up about a foot into our garage. They had to cut around it when they placed our drywall. So now we have a hole in our drywall and a bar sticking out. They said there was nothing they could do.

The length of the above listed items is absurd for a company that prides themselves on checking over 2,000 items in each new home. Our home was rushed, plain and simple.

Working with our customer relations gentleman (I believe that is his title), has been nothing short of disappointing. The line of communication was not efficient. We were accused of causing some of the mistakes we found in our home. I was even laughed at in one of my conversations with him. He later apologized for his actions and tried to explain it was all miscommunicated, but I assure you his email was inferring we caused the damage.

Our daily lives have been interrupted nonstop with people constantly coming in and out fixing things. Trying to figure out who could be home to let someone in and when to schedule people based on their availability and ours was a complete nightmare.

In conclusion, we love our house because of our location and what we have made of it. We have spent an immense amount of our time, money, and sweat making our house a home. However, if we had the opportunity to do it all over again, we would, with a different builder.Desired Settlement: An explanation, from Keystone, explaining how they can promise a home within a specified time period, that is completed so poorly, yet they advertise on TV and websites stating that they have a quality control process that is incredibly detailed. We truly feel with everything we have been through, and with how much work we have put into a brand new home, some sort of compensation is in order.

Business

Response:

Dear [redacted]:

I am writing in response to Complaint No. [redacted], filed by [redacted]. **. and [redacted]. [redacted] purchased a home from [redacted], LLC in the [redacted] Farms community. [redacted], LLC contracted with Keystone Custom Homes, Inc. to build the [redacted]s’ home, and the complaint is against Keystone Custom Homes, Inc. (although the [redacted]s did not directly contract with that company). For purposes of this response, all references to “Keystone” shall be deemed to include [redacted], LLC and/or Keystone Custom Homes, Inc., as may be applicable, but we wish to clarify the distinction between the two entities.

The construction process of a new home involves many subcontractors and the coordination of many “moving parts” over a relatively short period of time. Keystone’s builders make every attempt to make the process smooth and error-free. Inevitably, the process is not perfect. Keystone makes a great effort to complete thorough inspections of work as it is done and of the entire project on several occasions prior to closing with the buyers. One of these inspections is the “Celebration”, when the buyers go through the home with Keystone personnel (it is referred to herein as the “Celebration”). Another inspection is by Keystone Personnel only and is made 2 days before closing; this inspection is called “Q2”, and is so referred to in this document. The goal is always to make the home buying experience a positive one for customers.

The [redacted]s were very exacting customers. Keystone is pleased to work with such exacting customers to meet their expectations. As you will see below, many of what would be considered “normal” construction problems in any home were discovered prior to or very shortly after closing with the [redacted]s, and virtually all of the problems have been corrected prior to the filing of the [redacted]s’ complaint with you. Some of the problems (noted below) are in the process of resolution. And some of the issues have been raised for the first time in the complaint, having not been previously conveyed to Keystone.

In order to respond to the complaint, we have divided the matters raised by [redacted]. [redacted] into easier-to-address categories. Keystone’s responses are set forth in red below:

Basement:

1. We had a leak through our ceiling due to water pipes. This had to be fixed three times. The dry wall had mold on it, and that needed to be replaced.

When installed, the water lines in basement were reversed. The Township did not install the water meter in the house until the day of closing, so there was no water supply available in the house to test anything until after closing. Immediately upon discovery of the problem, [redacted] (plumbing subcontractor) swapped lines. There was a leak; [redacted] (drywall subcontractor) came back to fix drywall, replacing the damaged wall material.

2. The steps had plaster, paint, who knows what else, caked on them.

This is normal in construction in an unfinished area. Keystone personnel cleaned the area and had the landing painted.

3. The pipe that our main water line sits in was never sealed. The immense amount of rain received on October 10th, caused our basement to have water. The water literally streamed out of the wall and soaked our insulation, carpets, boxes, and other personal items. The water could not be contained and Keystone said there’s nothing they could do except try to stop the water flow as much as possible and fix it once it stops raining and dries. Meanwhile, our basement continues to have water.

This is correct, it was not sealed during construction on the exterior side. October 10-11, the [redacted] County area experienced an extraordinary rainfall, with total rainfall being 9.11” in a 24-hour period (the normal rainfall in [redacted] County for the entire month of October is 3.26”). Late on the night of October 10, Keystone personnel received an email stating that the water was trickling in. About 6:00 am on October 11, the same person received a call from **. [redacted], who indicated that the water was now gushing in to the basement. **. [redacted] was told to try to stop the water as best as he could with towels etc. **. [redacted] was told that someone would be there on that date to address and fix the issue as best as possible. **. [redacted] acknowledged that he realized nothing could be done until the rain stopped. A Keystone representative called **. [redacted] back, and he was advised that a representative was on her way to the home. On-site obse**ation was that water was running continuously via the water line sleeve. Flow was stemmed to a drip through the use of water repellant foam and silicone for a temporary repair. [redacted] Concrete visited the home and corrected the problem by providing permanent Hydra Seal of the line on October 25.

Family Room:

1. One baseboard wasn’t painted.

This has been completed.

2. Paint on tips of carpet all along baseboards.

This was never brought to Keystone’s attention until the complaint was made. This will be investigated.

3. Fireplace mantle was not straight. The middle was flush to the wall. The right side had a small gap, and the left side had a half-inch gap.

Wall was slightly bowed causing a slight gap on either side of the mantle. This problem should have been discovered at Q2. This problem was fixed by Keystone personnel when it was called to our attention.

4. There was plaster, paint, and grout on our stones on the fireplace.

The area was cleaned by Keystone personnel after settlement.

Powder Room:

1. Door had water damage on the bottom.

At the time of “Celebration”, which takes place about the time of closing, swelling was noted on this door. The door was replaced by Keystone.

2. Chip on one of the wood floor slats.

This is normal damage from construction/install, this was repaired

Kitchen:

1. They forgot to place our trash can roll out cabinet in the island. When they finally did, the outlet that was there (which shouldn’t have been on that side) is causing that cabinet as well as the drawer above it to not pull out smoothly. When it was “fixed” we were told that’s the best that it can be because of the outlet. It will never pull out smoothly.

Item was discovered by Keystone prior to Q2. The item was ordered and replaced by [redacted]. After replacement the island outlet box rubbed against the drawer track. ** Electric was on site during the pre-settlement walk-through and fixed with no complications. Keystone was not advised that there was still a problem until the complaint was filed. This will be investigated.

2. Another drawer was crooked.

Item was noticed at Q2 and fixed before settlement

3. There was a very noticeable gap between the refrigerator wall and the dry wall.

Gap between refrigerator panel and wall was within tolerance. We offered to caulk or scribe the area. This problem was corrected with [redacted]. [redacted]’s approval.

4. The ply wood on our last cabinet was screwed in too tightly and caused the finish to flake off.

All cabinet items were noted by Keystone and have been repaired.

5. Two pieces of molding (top of cabinets) had knots in it that were aesthetically displeasing because they were at the top of the molding, and it looked like they had large cracks/holes in it.

This was the design of the cabinets, not defective. Nevertheless, at the [redacted]s’ request, these moldings were replaced as an accommodation to the [redacted]s.

6. The screws from the door handles left large splits in the wood on the interior of two cabinets.

This is normal from cabinet handle installs, was a very easy fix. This was repaired by Keystone prior to closing.

7. One drawer had the inside finish of the back corner completely peeling off.

This was defect from manufacturer. A replacement drawer was ordered and delivered to the [redacted]s.

8. One drawer had a screw on the inside that had damaged the front part of the drawer (interior).

Keystone has no record of this complaint. However, all cabinet/drawer items were noted and replaced as needed.

9. The edge on one of the shelves was cracked and peeling apart.

This was damage from installation. A replacement was ordered and installed.

10. Pantry door was not closing correctly.

Keystone noted this item at Q2. A replacement was ordered and installed.

11. Our oven/stove was hooked up for a natural gas line, not propane!! We found this out the hard way and had flames engulfing our pots and carbon all over our pots and then in our sink!!

This was an installation error by the subcontractor. This problem was corrected immediately when called to Keystone’s attention.

12. Coat closet door had water damage on the bottom.

This item was noticed during Celebration. The door was replaced.

13. The microwave would run automatically when the door was shut.

This problem was noticed by Keystone at Q2. Problem was fixed prior to closing.

14. The sliding door had scratches on the interior side of the glass.

Scratches were smaller than a cob web line, were difficult to see, even when they were pointed out. These small scratches were smaller than the size requiring replacement under the new home warranty. Nevertheless, as an accommodation to the homeowner, the sliding door was replaced.

Dining Room:

1. There is a piece of woodwork that is cracked up the side towards the bottom. On that same piece wood there is a strange thickness on the one edge with gobs of paint covering it.

Keystone personnel fixed area after settlement (the original subcontractor did not properly address the problem)

2. Small drops of paint are all over the edges of the wood floor.

Entire wood floor was cleaned and all drops (they were extremely small) were removed prior to closing.

Living Room:

1. The carpet was installed crooked. We had two different sets of people (three different times) come out to “fix this”. It was worse. Finally new carpet had to be ordered. These installers placed it in beautifully. However, there was one place they couldn’t tuck the carpet under the woodwork because that piece of woodwork was placed flush to the floorboards.

Berber carpet installation was acceptable, but [redacted] wanted it fixed so we put it on the list to have fixed. Took 3 times for the installer to get it within their acceptable range.

Study:

1. There was a gap between the baseboard and the carpet.

Pad was too short. Berber carpet pad was cut too short, installer fixed

Stairs:

1. Someone tracked grease marks on our steps. These stains were “treated” twice, and they appeared again. They were then treated a third time

Stains came after final cleaning just before Celebration. Keystone personnel cleaned the area just before Celebration, but it took two more treatments to clean sufficiently. Area is now clean.

2. There was a stair that the pad was cut too short and you could feel the wood.

Item was noticed after closing. Carpeting subcontractor fixed the problem while at the house.

3. Part of the wood, on the side, that goes up the stairs has a chunk out of it.

Stair stringer recess screws were not filled and painted by painting subcontractor. Keystone personnel puttied and painted the area. Problem is corrected.

4. There was a nail point that was protruding from one of the wood panels on the steps.

This was not previously brought to Keystone’s attention.

5. The railing was stained while on the wall. There was stain on our wall. The underside of the railing was never stained.

Normal practice to stain railing for second time while on wall. [redacted] did not remove railing to paint underneath side at railing supports. Keystone personnel corrected the problem.

6. You can see the seams of the carpet on each step.

This was not previously brought to our attention. There are no seams on the stairs carpet.

Bedroom 1:

1. The ceiling fan hook up had a different housing fixture than all of the other ones. It was only screwed into the stud with one screw.

Fixture came out underneath a truss, when a truss is affecting the placement of the fixture a different housing must be used. This was never brought to our attention before this complaint.

2. Paint on tips of carpet all along baseboards.

This was never brought to our attention prior to this complaint.

Bedroom 2:

1. There was a large crack (I could stick all my fingers under it) on one baseboard. I asked for it to be replaced. They tried to “fix it” and then paint over even after I asked it to be replaced!

This item was noted to be “replaced” during walk-through. The painting subcontractor noted the problem while in the house and tried to fix it with paint, not knowing that the trimming subcontractor had already been directed to replace it and not having been directed by Keystone to do the work. The trimming subcontractor did replace this trim.

2. Paint on tips of carpet all along baseboards.

This was never previously brought to our attention. Problem was not noted during the Celebration or during the settlement day walk-through with the [redacted]s.

Bedroom 3:

1. Closet doors weren’t aligned correctly.

Bifold doors needed slight adjustment. Problem was corrected.

2. Carpet near the corners of the closet was not tacked down.

Tack strip held carpet in place. At the [redacted]s’ request, and as an accommodation to them, additional securing was done. Problem was resolved.

3. Paint on tips of carpet all along baseboards.

This was never previously brought to our attention. Problem was not noted during the Celebration or during the settlement day walk-through with the [redacted]s.

4. One board around the window was showing its wood pattern; whereas, no other piece around the window looked similar.

Effect due to natural grain of the wood. This area was further hand sanded by Keystone personnel after closing.

Hall Bathroom:

1. The hot and cold water pipes were mixed up!!

As described above, the Hot and Cold water pipes were reversed in the basement. The problem was fixed immediately upon discovery.

2. The caulk around the bathtub and the floor was very sloppy. I had it repaired and it still looked terrible.

This work was inspected, and it was determined that the work was within specified tolerances. At [redacted]. [redacted]’s request, Keystone personnel attempted to correct the perceived problem, but [redacted]. [redacted] was still not satisfied. We believe that she fixed the perceived problem herself. Again, the work was to specifications and within standard tolerances prior to any repairs.

3. The caulk around the top of the shower and the walls was placed over plaster that was not cleaned up first.

Final paint was not complete before Q2. Problem was noticed during Celebration and was fixed prior to closing.

4. There were scratches on the edge of the tub. There were scratches on the inside of the tub as well as a slight scratch that actually cut the tub.

Had [redacted] from [redacted] (the supplier) return to house on 3 separate occasions, these hairline scratches were not noticeable unless in exact lighting.

5. Door had water damage on the bottom.

This very slight, almost unnoticeable damage was discovered, door was replaced and repainted.

6. The top horizontal trim around the door does not match the trim going vertically.

This issue was not brought to Keystone’s attention prior to this complaint. All trim is the same design.

7. There is a chunk out of the trim on the left side of door.

This was corrected.

Laundry Room:

1. The hot and cold water pipes were mixed up!!

As indicated above, when installed, the water lines in basement were reversed. The Township did not install the water meter in the house until the day of closing, so there was no water supply available in the house to test anything until after closing. The problem was fixed immediately upon discovery.

Master Bedroom:

1. Paint on tips of carpet all along baseboards.

This issue was never brought to Keystone’s attention until this complaint. Keystone personnel were, in fact, being on their hands and knees pulling on the carpet at the baseboard and this was never noticed.

2. Two windows had quite a bit of extra silicone all over the left vertical edge.

This issue was never brought to our attention prior to this complaint.

Master Bath:

1. There was a hole in the outside of the shower.

Problem was not a hole, but a chip. Chip was fixed prior to closing.

2. There is a hole on the inside of the shower.

Problem was not a hole, but a chip. Chip was called to Keystone’s attention after closing and has been fixed.

3. Scratch on the mirror.

Keystone personnel could find no scratch on the mirror; only some sort of mark was found. Keystone personnel cleaned the glass; mirror was not replaced.

4. The caulk around the top of the shower and the walls was placed over plaster that was not cleaned up first.

Final paint was not complete prior to Q2. Issue was noticed during celebration and fixed before closing.

5. The tile around the tub had mounds of grout in certain areas and also had some holes in the grout.

Tub was inspected by homeowner during Celebration, no issues were noticed. After closing this was brought to Keystone’s attention. Problem was fixed.

6. The caulk placed around the tub, either missed spots because of poor grout job, or sunk in because too large of a gap between tile and tub. Discovered that pieces of a sponge were left in parts of the caulk that caused it to split.

Tub was inspected by homeowner during Celebration, no issues were noticed. After closing this was brought to Keystone’s attention. Problem was fixed.

7. The window had a huge gap between the sill and the tile.

Keystone personnel made note of this problem, and the matter was resolved prior to closing.

8. There were fine scratches on the tub.

Had [redacted] from [redacted] (the supplier) return to house on 3 separate occasions, these hairline scratches were not noticeable unless in exact lighting.

9. Two nicks near drain and one on top.

Problem noticed after closing, had [redacted] (subcontractor) back three times to fix all tub issues.

10. One major nick in the tub near the cold water handle.

Problem noticed after closing, had [redacted] (subcontractor) back three times to fix all tub issues.

11. Horrible walls! Had to spackle an immense amount of wall space before painting.

All paint items were marked and fixed

Driveway:

1. There is a part of our driveway that has a large crack in it and is collapsing around it.

This problem is due to normal settlement around the foundation. As an accommodation to the [redacted]s (this item is not covered by the new home warranty), Keystone agreed to replace. [redacted]s indicated they do not want the work done until spring, so Keystone has placed an “Info Only” request in its records for later action.

2. There are five chunks out of our sidewalk. When this was corrected, the finish was so rough that we cannot walk on our sidewalk without shoes on.

[redacted](the paving subcontractor) came back and replaced lead walk, while the new concrete was curing, the mailman walked on the sidewalk. [redacted] came back and refinished the top coat, it is now acceptable by the homeowner.

3. The bump at the entrance to our driveway is ridiculous.

As is the normal situation in new communities, driveways often have a significant drop to the street until the final paving is done by the developer (not Keystone). Problem should be resolved when final paving is completed by developer, which will probably be after virtually all construction is completed in the community and the streets are about to be dedicated to the municipality. Although this is not an issue with Keystone, when [redacted]. [redacted] e-mailed Keystone on October 16 on this issue, she was advised that a Keystone representative would place a 2” X 6” piece of wood at the street intersection with the driveway so that the drop would be less significant. [redacted]. [redacted]’s response was:

“that would be great! & thank you.”

Front Porch/door:

1. There was a hole on the top of both columns.

This was fixed by Keystone personnel.

2. Front door step: There is paint (or something) all over the silver plate and the wood strip placed across it. A certain cleaner had to be used to get this wood strip clean, and then it stripped some of the stain off the wood.

This problem was fixed by Keystone personnel, and we are unaware that there is still a problem.

3. There is a red sticker inside the glass on the door window. Once this was fixed, there are still two black pieces of sticker (or something) still in the window.

Manufacturer left sticker on the inside of the window trim, they were called out and had to remove the door window. After removing they didn’t clean and are still trying to work with the homeowners schedule to get this fixed properly. [redacted] said that she is working with their tech and has his number, will call when they have a day off work. This is the ONLY outstanding item which they confirmed via email.

4. The door handles had white paint all over them.

Fixed before closing.

5. The window has black marks on the white wood panels in and around it.

Window trim is not painted but was cleaned by Keystone personnel. Issue was brought to Keystone’s attention after closing and has been resolved.

Hard Wood Floors:

1. Had scratches on it.

Problem corrected prior to closing.

2. Had a large scratch across 5 planks of wood.

After discussing with homeowner they did not want to replace the boards after Keystone personnel explained to them that when we replace they would face nail and putty the nails.

3. Dents in certain boards.

After discussing with homeowner they did not want to replace the boards after Keystone personnel explained to them that when we replace they would face nail and putty the nails.

4. Little specks of paint ALL over the hardwood, due to painters not placing drop cloths on the hardwood.

Entire wood floor was cleaned and all drops (they were extremely small) were removed prior to closing.

5. Boards with nicks.

Repaired prior to closing. [redacted] was on her hands and knees during Celebration in the other rooms while I was discussing Celebration topics with [redacted].

6. Boards with splintered wood.

Repaired prior to closing. [redacted] was on her hands and knees during Celebration in the other rooms while I was discussing Celebration topics with [redacted].

Whole House:

1. Windowsills. They look like they were taken through a saw that had a jagged blade. They are so rough along the edges (assuming they weren't sanded). The seams have gaps in the corners. Parts were left unpainted. In the one room there is a gash in the one corner about 2 inches long. There are chunks missing on certain parts of the sills.

All window sills were according to specs and within acceptable tolerances. As an accommodation to the [redacted]s, Keystone personnel further worked on the sills to [redacted]. [redacted]’s specifications.

2. In every room that we have hard wood floors, there are thousands of tiny paint dots from the painters, obviously, not using drop cloths.

Entire wood floor was cleaned and all drops (they were extremely small) were removed prior to closing. We note that this complaint is mentioned 3 other times in the complaint.

3. House was never cleaned. The wood floors were so dirty. So much dirt was accumulated between the cracks of our boards that the cracks are still showing some dirt. I had to go through with a stain marker to cover most of this.

House was cleaned but should have been re-cleaned. Keystone personnel acknowledge that the home should have been re-cleaned.

4. You can see the seams where the baseboards meet. The corners are so rough. Some have gaps from not being cut correctly. Some are very rough, from not being sanded.

All paint items raised prior to this complaint have been corrected. Some settling of the home is normal, and this may have caused some caulking gaps to open at trim corners. This is normal. Can investigate further.

5. The quality of our dry wall/painted walls is horrendous. You can tell they were painted in a rush and not sanded efficiently. The master bath was the worst. The dry wall paint literally had little holes all over it. There are gashes in certain rooms in the dry wall that weren’t able to catch until we painted all the rooms. Now, of course, they’re all noticeable.

Keystone addressed all paint issues raised by the [redacted]s prior to this complaint, with the exception of some areas, where [redacted]s effected “repairs” to walls and did their own painting; Keystone had no opportunity to address these items.

Exterior:

1. We paid for an extra amp hot tub hook up outside. When our hot tub installer and our electrician were here to hook everything up, they discovered the installed breaker was defective. They had to race around to four different stores to find a breaker. I was informed by [redacted], “Unfortunately I must process this through our trade. We can't replace items without proper investigation and legally allowing them the opportunity to fix the issue before back charging. If you have your electrician replace I can’t send the check through for approval therefore keystone will not pay. If you call ** electric, their number is on the electric panel, they will fix the item for you.” Your electrician wasn’t available until the next day. We were not paying our installer and our electrician to come out the next day because the breaker you installed was defective. I took a video of them swapping out the breakers, have assigned affidavit from witnesses, a copy of the receipt for the new breaker. What is most upsetting, is that your electrician nor the inspector actually tested the breaker to make sure there was 500 amps running through it! This $111.38 was reimbursed to us.

Under Keystone’s contracts with its subcontractors, a subcontractor must be given 24 hours notice to fix a problem. The statements made regarding investigation, etc. are correct. All proper procedures were followed. The [redacted]s did not afford Keystone the opportunity to correct the problem, as they insisted on repair the same day. They had their electrician do the work, and, as an accommodation to the [redacted]s, Keystone reimbursed them for the cost.

2. Due to the “rushed” settlement date, and not allowing adequate time for settlement of the top soil (which was just poured and spread, not tamped) our yard was not able to be walked on because you would sink ankle deep for approximately a month. We had to push back the building of our deck. When the water seeped through our water line pipe, our customer se**ice representative went outside to look further and she sunk a foot into the ground. Finally someone came out and added dirt, rocks, and retamped that area.

Keystone customer se**ice representative indicates that she did not step off the lead walk onto the ground and never sank into the ground. Due to normal settlement, the ground settled at the foundation (driveway will need replaced in spring as mentioned above). This problem was corrected at the direction of the customer se**ice representative as an accommodation to the [redacted]s to help alleviate the water flow in the basement due to the water line not being sealed during construction.

Garage:

1. There is a rebar sticking up about a foot into our garage. They had to cut around it when they placed our drywall. So now we have a hole in our drywall and a bar sticking out. They said there was nothing they could do.

This is an electrical grounding rod, required by and installed per the specifications of the building code adopted in the municipality. Keystone is not permitted to change this.

The Keystone representative has asked to respond to the next section:

The length of the above listed items is absurd for a company that prides themselves on checking over 2,000 items in each new home. Our home was rushed, plain and simple. Working with our customer relations gentleman (I believe that is his title), has been nothing short of disappointing. The line of communication was not efficient. We were accused of causing some of the mistakes we found in our home.

"In response to [redacted]s email regarding damage to her lead walk I stated that I did not know the origins of this damage or what caused the chips and that the Keystone warranty does not cover damaged items. [redacted] would not return my phone calls or emails to allow me the opportunity to further explain my response."

I was even laughed at in one of my conversations with him.

“I have never laughed at a homeowner but would be happy to discuss with her and apologize that it came across in this manner.”

He later apologized for his actions and tried to explain it was all miscommunicated,

“It is never my intention to offend anyone however mistakes do occur, I made a conscious effort that same day to apologize to ** and [redacted] with no response for weeks. When I next visited the house I spoke with [redacted] and was able to apologize, from what I gathered during that conversation he forgave me and said it was "water under the bridge.".

but I assure you his email was inferring we caused the damage. Our daily lives have been interrupted nonstop with people constantly coming in and out fixing things. Trying to figure out who could be home to let someone in and when to schedule people based on their availability and ours was a complete nightmare. In conclusion, we love our house because of our location and what we have made of it. We have spent an immense amount of our time, money, and sweat making our house a home. However, if we had the opportunity to do it all over again, we would, with a different builder.

A final note from the Keystone personnel handling this matter:

“I feel that I was kind and patient all throughout their experience and made every effort to happily se**e. Many of these items were within Keystone's tolerances and guidelines as stated in the warranty page 2 line 8 which states ‘All cosmetic issues need to be visible six feet away under natural daylight to warrant the correction’. [emphasis supplied] Several attempts were made in order to have the house within their acceptable standards.

1. Front door window trim needs removed and cleaned by manufacturer – she is to contact the manufacturer when they have an available date (with confirmation from her that she will call them when available)

2. Water leak in basement – discussed above. Hydra Seal for the leak has been scheduled.

3. Keystone will be replacing the settled section of their driveway in the spring per their request.”

Although it is not clear from the complaint, it appears that [redacted]. [redacted] is requesting some sort of compensation, although no basis for compensation is asserted. As indicated above, the problems cited by [redacted]. [redacted] were, for the most part, very minor and are normal in the course of building a home, though we understand that they are rightfully concerns of a new homeowner. All of the problems cited (except the ones mentioned for the first time in the complaint) have been addressed or are being addressed; the remaining issues will be investigated. When **. and [redacted]. [redacted] purchased their new home, they received more than $70,000 in discounts and price concessions.

The [redacted]s have received a quality home at a very fair price, and their issues have been or are being addressed. Keystone’s goal is to go “above and beyond” to meet its customers’ expectations, and it is our hope that, when the process is completed, the [redacted]s will agree that we have met that goal.

Thank you for your consideration.

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: 717-464-9060- Ext. 179

Fax: 717-735-2034

[email protected]

Consumer

Response:

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

Review: [redacted]

Review: The customer service representative was changed between my settlement date and the 11 month warranty work timing. He did not follow through on completion of any of the work listed during the inspection except for TouchUp paint. My foundation had started to crack. Now 5 months later, there are even more cracks. I have made phone calls, sent letters to the home office with no response. Considering the interior slab in both the house and garage were cracking before settlement, I would say the concrete work is substandard. The framing of the house also began when the concrete was still wet.Desired Settlement: To repair the foundation as well as to do

Follow up on other 11 month ite** to complete the job. My house construction and completion was so under supervised by Keystone that I don't expect glaring cosmetic issues to ever get resolved.

Business

Response:

Dear **. [redacted]:

I am writing in response to the above complaint. **. [redacted] settled for the purchase of her new home from Ridgewall, LLC on June 26, 2012. Since that time, Keystone Custom Homes personnel have responded to various warranty claims by **. [redacted]. At the 11-month walk-through of the home with **. [redacted], Keystone personnel and **. [redacted] developed a punchlist of items to be addressed. All items on the punchlist were completed, and **. [redacted] signed off on the work as having been completed on June 14, 2013. Keystone’s service records and **. [redacted]’s Customer Relations Manager indicate no contacts from **. [redacted] since June 26, 2013, when the last service on the home was performed.

At the time of the 11-month walk-through, a hairline foundation crack was discovered. Hairline foundation cracks are a normal result of settling of a new home. Keystone new home warranty guidelines, developed with consideration of acceptable industry performance standards and applicable building codes, establishes objective standards for evaluating things such as foundation cracks to determine whether such ite** should be covered by the warranty. The crack in question was not of sufficient size to be covered by the Keystone new home warranty. Nevertheless, as an accommodation to **. [redacted], the crack was sealed by Keystone personnel at no expense to the homeowner. No other cracks were noted at this service interval.

Regarding the issue of framing, the home has been constructed in accordance with industry standards, the applicable building code, and local regulations. The home was inspected by the local code enforcement officer/building inspector, and a Certificate of Use and Occupancy was issued. Keystone stands by its homes and its construction procedures; this home has been properly constructed.

As an accommodation courtesy to **. [redacted], Keystone arrange for a representative to again visit the home and inspect any foundation issues. Any issues found which are covered by Keystone’s new home warranty will be repaired. Although **. [redacted] signed off on all repairs arising from the 11-month walk-through, any ite** that are deemed incomplete by **. [redacted] from the 11-month service interval punchlist will be reviewed; any items that are covered by the Keystone new home warranty will be addressed.

Thank you for your consideration.

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: ###-###-####- Ext. [redacted]

Fax: ###-###-####

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

There are some definite mis-statements in the response from the business. And I surely don't want to agree that they, Keystone, are doing me some favors by re-visiting my 11 month inspection. The pre-settlement walkhrough, the 30 day punch list as well as the 11-month inspection ite** were all never completely addressed.

For the 11-month inspection, I signed a list of items that were yet to be addressed. And I never received a copy of the the list. It was generated electronically so of course it could be modified. I had contacted the customer service manager assigned to me about some of these. Since I didn't receive responses, I sent a letter dated July 6, 2013 and had it tracked by USPS so I know it was received by Keystone. I attached those documents for your review. Other than touch-up paint, all they focussed on was the mis-positioned bracket and electrical box for my air conditioner compressor, which is probably in worse shape now than at the 11-month inspection.

For the entire construction project of my house, there was minimal Keystone oversight of the sub-contractors; they operate basically as a brokerage for sub-contractors. To allow a house to go to settlement where the plumbing system had not been tested (hot water line to kitchen sink was ruptured) and to deny such testing was skipped is unacceptable. What I had been hoping for our communications would be that Keystone Custom Homes would be less likely to allow this to occur again because consumers would be aware of previous practices. Keystone definitely picks and chooses what they spend their time on construction and associated customer service.

Regards,

Business

Response:

Dear **. [redacted]:

I am writing in response to [redacted]. [redacted]’s response forwarded to us on November 6, 2013. In her response, [redacted]. [redacted] raises no additional concerns, but expresses general dissatisfaction with the response filed by Keystone.

As promised in Keystone’s response to [redacted]. [redacted]’s complaint, Keystone arranged for a representative to again visit the home and inspect any foundation issues and the issues on the 11-month punch list. This visit took place on November 12. This visit was followed up with an e-mail to [redacted]. [redacted] the same day:

-----Original Message-----

From: [redacted]

To: [redacted]

Sent: November 12, 2013 11:42 AM

Subject: Meeting Summary- **. [redacted] 11/12/13

**. [redacted]

It was a pleasure meeting with you this morning. Please find below, a list of items that were still considered open from your previous punchlist over the last few months.

- Front and garage door locksets/catches need adjustment.

- Flush rear hose bib siding block and seal around to prevent air infiltration.

- Level AC/bracket

- Adjust AC disconnect. Drawn tight to siding causing buckling.

- Level/adjust master shower door to even up reveals at frame.

- Garage door photocell relocation, if feasible to prevent door from malfunctioning.

- Seal gap at slab and foundation wall at left side of garage.

- Sikaflex/seal foundation hairline cracks at both sides and rear of home.

- Powerwash/acid wash public walk and apron.

- Investigate if an upgraded weatherstrip is available for kitchen slider.

Items discussed that will be monitored. As reviewed, the warranty standard for slab on grade cracks is, 1/4" in width or 3/16" vertical displacement. Pictures will be sent for my review of cracks prior to the vinyl install. Per our meeting today, there were no visible warrantable cracks observed. Secondly, the gutter/splash guard system at the front roofline over leadwalk/porch will be monitored for performance after your upgraded gutters were installed.

Exterior items noted, that were installed per plan and approved by the county/town were the driveway/front yard, and rear swale where water is holding after heavier rains. A recommendation was made at the side yard to install a homeowner supplied small yard drain that would daylight to the rear yard /wood line to handle neighbors run off.

Please confirm the above is a complete comprehensive list of action items from our meeting today. Also, please provide me a day that you will be home 2-3 weeks out so we can schedule an action day to wrap everything up. Thank you for your continued patience and we look to bring quick resolution to the open items.

Thanks and have a great day.

Respectfully

[redacted]. [redacted] responded to [redacted] the same day with a series of possible dates in late November and early December when she is available. Mr. Karotko will be following through. As previously indicated, items covered by Keystone’s new home warranty will be addressed, and items raised in the 11-month walk-through, but remaining uncompleted, will be resolved.

As always, it is Keystone’s goal to make its customers’ homebuilding experience a gratifying one, and Keystone will strive to meet the [redacted]s’ expectations.

Office: ###-###-####- Ext. [redacted]

Fax: ###-###-####

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution proposed is satisfactory to me. Of course this dependent on the work being successfully completed as described. Thank you.

Regards,

Review: SIGNED A CONTRACT WITH [redacted] AKA [redacted] TO BUILD A HOUSE ON LOT [redacted], [redacted] PA AND GAVE HIM $10,000 IN CHECKS FOR DEPOSIT ONLY TO FIND OUT THAT THE CONTRACT, ACCORDING TO [redacted], WAS NOT VALID. THIS WAS SUNDAY, JULY 13 AND SINCE THEN, HAVE BEEN TRYING TO GET MY $10,000 RETURNED. [redacted] TOLD ME HE WOULD "EXPEDITE" MY REFUND AND WANTED TO "REGAIN MY TRUST" IN HIM, WHICH WILL NEVER HAPPEN. ALL I WANT IS MY MONEY BACKDesired Settlement: $10,000 OF MY HARD EARNED MONEY RETURNED TO ME ASAP AS PROMISED BY [redacted] AND WHICH TO DATE, 7/19/14, I DO NOT HAVE

Business

Response:

7/18/2014 - The legal department at Keystone Custom Homes, Inc. ("KCH") was notified about the situation that occurred (i.e. losing the $9,000.00 cashiers check). The legal department prepared an Affidavit verifying that the $9,000.00 check was lost and never cashed to give to [redacted] Bank in order to release the funds back to [redacted]. This affidavit was given to [redacted] to give to the bank. 7/21/14 - The legal department was notified that [redacted] Bank required KCH to fill out their form (i.e. Payee Affidavit of Lost Bank Check). The form was filled out, executed and sent overnight to [redacted] Bank. [redacted] explained that his account would be frozen for 60-90 days due to KCH losing his check. **. [redacted], Vice President of Sales, contacted **. [redacted] at [redacted] Bank to see if he would release the funds to KCH, so that KCH could write a check out to [redacted] for $9,000.00 immediately and avoid having [redacted]'s account frozen. **. [redacted] explained to **. [redacted] that the bank account would not be frozen once they received the signed Affidavit from KCH.7/23/14 - The legal department received notification from [redacted] Bank that the Affidavit they received had been notarized, but not stamped. The Bank forwarded a scanned version of the Affidavit to **. [redacted] requesting that it be stamped and emailed back to them. The legal department stamped the Affidavit and returned it to the Bank's attention as requested.7/24/14 - The legal department received an email from **. [redacted] explaining that his operations group needed an original Affidavit in order to proceed with releasing the funds. The legal department filled out a new Affidavit, had it executed and sent it overnight mail to [redacted] Bank to the attention of **. [redacted].

Review: In May 2006, we purchased a newly constructed house with a walk-out basement built by Keystone Custom Homes in the [redacted] of [redacted] Community situated in [redacted], PA. We had plans to finish our walk-out basement in the future. Therefore, we were very concerned about waterproofing our basement. Prior to construction of our house, Shauna B[redacted], Sales Manager of Keystone Custom Homes, ensured us that a sump pit with sump pump and a Footer Drainage System are standard features in the [redacted] of [redacted] Community and are included in the base price of our house. Furthermore, during construction of our house in February 2006, we were specifically told in an email from Dave E[redacted] of Keystone Custom Homes that “a footer drain which gets tied to the sump pit” was to be installed in our house. Recently, we also called Commonwealth Code Inspection Service who informed us that according to the construction code for our house, a footer drainage system (that drains either to daylight or to a sump pit) is a required feature.

However, it wasn’t until October 2013 when we discovered that our house doesn’t have any footer drains to daylight in our backyard or any footer drains entering into our sump pit. On October 11, 2013, our basement was flooded after a heavy rain storm. We immediately hired [redacted] Waterproofing for help with our flooded basement. They brought to our attention that our house doesn’t have any footer drainage system. [redacted] Waterproofing recommended that we contact Keystone Custom Homes. Since October 2013, for the past 11 months or more, we have been tied up in email communications with Keystone Custom Homes, requesting them to reinstall the footer drainage system for our house. Photographs of our sump pit without any openings for footer drains were emailed to Keystone Custom Homes twice. However, Keystone Custom Homes still refuses to take any additional action to fix our house.

In his most recent reply email, Mike C[redacted], V.P. of Construction from Keystone Custom Homes, said “There is nothing in your or any other contract that states an interior drain is needed or required or even standard”. However, we have been ensured more than once by staff from Keystone Custom Homes, prior to and during construction of our house in 2006, that our house will have “a footer drain which gets tied to the sump pit” installed. We even have documents given to us by Keystone Custom Homes listing and showing that a Footer Drainage System is a feature included in the base price of our house. Furthermore, according to the Commonwealth Code Inspection Service, a footer drainage system (that drains either to daylight or to a sump pit) is required as per the construction code.

Also, in his email, the V.P. of Construction from Keystone Custom Homes further wrote that “Keystone’s only obligation was to install an exterior drain system and in your case a daylight drain.” First of all, when we signed our home construction plan/contract with Keystone Custom Homes in December 2005, we were never told that our house would have “an exterior drain system and in your case a daylight drain”. Again, we were ensured more than once by staff from Keystone Custom Homes that “a footer drain which gets tied to the sump pit” will be installed and we were given documents specifying this fact. Secondly, if it were true that “an exterior drain system and in your case a daylight drain” was installed, we have never seen it in our back yard, not during construction of our house or ever since we moved in. In fact, no one has ever been able to find any exterior drains or pipes exiting the rear of our property, not the private [redacted] Waterproofing contractors and not even Keystone Custom Homes’ own staff who came and surveyed our property 3 times. Even the V.P. of Construction from Keystone Custom Homes himself wrote in his email that he “walked around your property and were unable to locate the pipe exiting the rear of your property.”

However, the V.P. of Construction from Keystone Custom Homes explained away his inability to “locate the pipe exiting the rear of your property” by further stating in his email that “This is a normal situation with a home that was constructed 9 years ago. Years have gone by and grass has apparently grown up over the exiting daylight drain.” He went on further to recommend that “You could also take time to dig around the rear yard and find the exiting pipe from your exterior drain system”. However, 2 staff from Keystone Custom Homes had already came to our house on April 25, 2014 and dug around the foundation of our house in our backyard. They even ran water into the pit that they dug to test where water would drain out. Still, they couldn’t find any daylight drain or any other exterior drain system. However, Keystone Custom Homes still insists that an exterior drain system to daylight was installed, despite the fact that their own workers couldn't find any exterior drains or pipes at all.

We have tried very hard to resolve this issue with Keystone Custom Homes over the past year. So far, we have not received any reply from them since our last email to them on September 2, 2014. The only thing Keystone Custom Homes offered to do for us was to drill a few ¼ inch holes on the side of our sump pit near the top. This is unacceptable! What good would a few holes on the side of our sump pit do if there is no footer drainage system installed to drain into our sump pit?

Because Keystone Custom Homes didn’t install a footer drainage system for our house when it was built in 2006, we, the consumer, suffered water damages on October 11, 2013 when our basement was flooded after a heavy rain storm. We want to prevent further water damage in the future. Since a footer drainage system (that either to daylight or to a sump pump pit) is a required feature as per the construction code of our house, it is Keystone Custom Homes’ responsibility to fix our house to ensure that our house is built to code.Desired Settlement: Reinstallation of the Footer Drainage System to ensure that our house is built to code.

Business

Response:

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.

Consumer

Response:

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

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

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”.

Review: We built a home through Keystone Custom Home in [redacted] and we identified the following issues before the settlement on 5/7/2013, but the builder told they will resolve all the following issues by 5/31/2013 but still not resolved. I contacted the Builder, [redacted] at [redacted], the Assistant Builder, [redacted] at [redacted] (Phone: [redacted]) and then the Senior Builder and Regional Customer Manager, [redacted] at [redacted]] and Customer Manager, [redacted] at [redacted] and then the Administation Deparment, [redacted] at [redacted] and nothing happened as of today. (6/8/2013). We request you to talk to the builder and help us resolve the issues as soon as possible please. I spoke to all the neighbours and they also had lot of issues with this builder.

1) The kitchen tiles has cracks in three places.

2) The tile near Master Bath Vent has cracks.

3) We still didn't get the three elongated toilets for which we paid the money before construction.

4) The lawn was not installed properly and only a little grass came with lot of weeds. Because of there is no grass in the clayey soil, the driveway gets clay during the rain and caused the stains in the asphalt driveway.

5) Also the driveway has concrete and need to be cleaned.

6) The driveway stones are not properly put and stones are chipping up and need to be re-paved.

7) We didn't get the 10th plant and the 4 trees yet which we paid the money before construction.

8) The hardwood flooring has several scrachtes and the [redacted] contractor came and took pictures, but still the floors are not fixed.

9) Also the builder didn't mow the lawn/grass in the water easement, which has lot of weeds with thorns.

10) The Second Bathroon Vent is not working. I don't see any cold or hot air coming out of it.

The builder address is as below:

Keystone Custom Homes

Phone: [redacted]Desired Settlement: We request you to talk to the builder and help us resolve all the ten above mentioned issues as soon as possible please.

Business

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Fri, Jun 21, 2013 at 8:19 AM

Subject: Complaint [redacted]

To: "[redacted]" <[redacted]>

Dear [redacted],

I must again apologize. I received the above complaint this morning, labeled “Second Notice”. Today was the first I received this complaint. I immediately went to our SPAM filter, and there was the complaint, which was sent to you the same day that a message was sent by [redacted] directly to me, with exactly the same language (he apparently just cut-and-pasted the two messages). Our team has been working on this since we received [redacted]’s notice on June 11. Some of the items are ongoing matters, according to or service records, while others are raised for the first time here (we were apparently given no opportunity to respond to these items before [redacted] filed his complaint with you).

As I indicated previously, the SPAM filter has been adjusted so that Revdex.com correspondence is not filtered out, but that did not help this complaint, which had been captured before the adjustment.

We will be responding to this complaint. Thank you again for your patience with our electronic systems.

Office: [redacted]

Fax: [redacted]

Review: We submitted an offer to Keystone Custom Homes on March 30, 2014. On April 1st, 2014, they ran our debit card for the $1000.00 deposit, which posted on April 3rd, 2014. I emailed [redacted], sales agent on April 2nd, 2014 requesting an update, and our real estate agent emailed on April 3rd, 2014 requesting an update. On April 4th, 2014 we were contacted by email stating that an additional addendum needed signed (which we declined to sign due to the nature of the addendum - they wanted to dictate how we would sell our current home). At this point, we and our real estate agent, asked why we had been charged the deposit fee if there was not a ratified contract. Their original answer was that they were not sure, which then changed to a perspective that there was a ratified contract except that they had "overlooked" our addendum (which was part of the offer submitted and in effect admitted that they had not reviewed our entire offer, which isn't legal) and would not sign our addendum (which prompted their request to sign the additional addendum). From our perspective, since they did not look at the entire offer, which includes the addendum that they "overlooked" they never had the legal right to take our deposit money, as the entire contract wasn't ratified. To receive our funds back, they requested us to sign a release of sale addendum (again, contradictory since on one hand they say there was a contract and therefore took our money and on the other hand say we had to sign another addendum for the offer to go through). We were told by [redacted], manager, that if we signed release of sale paperwork that he would have it processed "immediately" for our money to be returned. We signed and returned the release of sale on 4/11/2014. [redacted] told us it would have to be processed on the week of 4/14/2014 due to staff vacation. [redacted] told us this week it had been processed but no money yet released and [redacted] said she had no information on paperwork being processed. We requested update on the release of money, and for a final copy of the offer that they claim was signed and ratified (we have NEVER seen a signed copy by Keystone of our offer). [redacted] said they were "working on scanning" the offer (as if that takes days...) We requested that the money be released and that we receive a copy of the offer by noon today, 4/18/2014 and have decided to file a claim so that a bigger agency force them to at least respond to us. If this doesn't work, we will have no option but to escalate it to litigation - we have done what they requested, and are still without our money and without a response from them.

Emails from [redacted] and [redacted]: re: offer and deposit:

[redacted] on 4/4: For formality reasons, we need to have a home to sell contingency addendum signed by you all, even though you are contingent upon the roads being completed and plat being recorded. The builder just wants to see that you are serious about selling your home, and like I said, just for formality reasons, do we need this.

Our real estate agent on 4/4: Whoa! This looks like more than a formality! Essentially you are asking the Baneys to list $5k under market value to start and ultimately end up $15k below market in 60 days. By the way, [redacted] said that the deposit money check was cashed. Is there a signed agreement in place?

[redacted] on 4/4: It should not of went through yet, as the agreement is not ratified yet. I will check on that.

Us on 4/6 : After initial discussion and given the significant change in terms we are rescinding our offer. Please refund our money ($1000.00) and we will continue to re-evaluate our options.

[redacted] on 4/7: I am sorry that you are choosing to back out of this transaction. I know that the addendum was not a nice surprise, and I agree. Well, if there is not a way to resolve this, than I will need you to sign an addendum canceling the transaction, and once that is ratified in the office, they will give me a check, in which I will return to you. It will not be an instant thing...sorry. Let me know if this is the way you want to go, and I will prepare the addendum.

[redacted] on 4/7: Sorry for the confusion. The agreement itself was accepted, just not the hand written contingent addendum I wrote up, which is why we were wanting that formal addendum signed. The seller did accept the agreement, therefore legally, we will need the attached addendum signed in order for you to get your $1000 money back.

Our Agent on 4/7: I'll throw in my two cents for what it is worth as the Baneys and I had a discussion about this over the weekend. Neither they nor I ever received a copy of the ratified contract (which I think initiated their frustration) and therefore delivery of said contract did not occur. Therefore, there was technically not a ratified contract. This is part of the reason why I had gotten involved late last week to ask, by email, why the contract was not signed yet, after 5 days outstanding since the offer was written.

[redacted] on 4/7: Yes, I did receive [redacted]'s voice mail. As I said, the agreement was ratified, just not the addendum I had written with the contingency of 6 months. I was not aware of this until Friday April 4th. The fastest way to get your $1000 back is to sign the addendum attached.

[redacted] on 4/8: I am sorry that you have had to go through this hassle. Simply put, the contract was ratified but the hand written contingency addendum was not. You in good consciousness wrote a Purchase Agreement with a deposit. We moved forward in good faith. Once the Purchase Agreement was turned in, the addendum was then uncovered.

This is when we contacted you. At this point all you have to do is simply sign the Agreement Release and I will process this immediately to get you your deposit back asap.

Us on 4/11: Attached is the release of sale agreement. We in particular appreciate your professionalism during this ordeal. We request that you process our refund of $1000.00 immediately as you offered in a previous email.

[redacted] on 4/11: I am truly sorry that this did not work out for you. I really hope that you re-consider and revisit us again in the near future. I would even make myself available to you to answer any questions you may have and make sure that no stones are left unturned. We value our customers and want everyone to be happy. Buying a new home can be very stressful and emotional and we do our best to make that an easy transition and process for you. If I or KCH can be of any further assistance to you please don’t hesitate to ask. I have forwarded the paperwork to the necessary party in our office and this will be taken care of next week. The person who does this is not in today.

[redacted] on 4/15: It was processed. Let me find out where it is as far as funds being returned.

Us on 4/15: Thanks! And could you send me a PDF copy of the contract? I want to keep all of the paperwork together. Thanks again.

[redacted] on 4/15: It should be completely processed by weeks end. [redacted] should of given you a copy? If not reach out to her for another one.

[redacted] on 4/16: Are you referring to the agreement of sale? I will have to get that from [redacted], in the office, along with the accepted release. I am not sure if your $1000 will be electronically put back, or a live check issued. Usually it's a live check. I will check also. I will not have anything until tomorrow.

[redacted] on 4/17: We are still working on getting it scanned in, so I can email it to you. (referring to the contract) I have not gotten an email saying it was processed yet. (referring to the paperwork for the release of funds)

Us on 4/17: Keystone has until tomorrow (Friday 4/18/13) at noon to confirm that the funds have been released either electronically or by live check and to get us a PDF copy of the signed offer. Our patience is running out.Desired Settlement: We want:

1) An immediate refund of the $1000.00 deposit that should have never been taken in the first place since Keystone Custom Homes failed to read and sign our ENTIRE offer.

2) A PDF or paper copy of the signed offer (with Keystone Custom Homes signatures) which Keystone Custom Homes claims exists and which they utilize as their justification for taking our deposit monies.

3) A contact from the owner of the company with an explanation of why things were handled so poorly, unethically, and potentially illegally.

Consumer

Response:

--------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Apr 29, 2014 at 10:21 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

After Keystone Custom Homes became aware of our complaint via the Revdex.com, they resolved the complaint by refunding our money and providing us the necessary paperwork. While we haven't heard any reasoning for their taking our money - any accountability - any apology - we would like to close the complaint so that we can be done with them.

We think it's sad that it takes having to open an complaint against them through the Revdex.com for a business to do the right thing - maybe just to keep their A rating?!

Thanks,

Review: This is just one of the many complaints. They want to charge us "rent" with no lease. We got a notice 1 week before they want money. Also, they do not respond to emails or phone calls.Desired Settlement: I want them to not require people to use their lenders to get a good price on the home. We do not want to be penalized for an issue that was due to their lender. We won't accept being billed that won't go towards the home.

Business

Response:

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.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: there is NO lease whatsoever. We have been taking care of the home with OUR money. No complaints! However, even if there was an issue with the home, it is covered under warranty regardless. We have cooperated with Keystone, yet they do not return phone calls or emails. By them charging us "rent", that's more money in their pocket, even though we pay if anything is needed here

Regards,

Business

Response:

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.

Review: The home was sold under the assurance that it was a quality custom home. We have $60,000 in upgrades in this house for a total cost of more than $320,000. It was built with poor quality materials and extremly poor quality workmanship. They fixed the leaky roof and repaired the water damaged bathroom cieling, but they did not repair the leaky water pipes in the basement. The yard has very little top soil and large patches of hard packed clay and rock that will never grow grass. The Keystone customer representitive would not even look at it.Desired Settlement: I have waited a year. Fix the problems!

Business

Response:

In response to the claim

set forth by [redacted], Keystone Custom Homes, Inc. (“KCH”) has never been made

aware of leaking pipes in [redacted]’s basement. We do not have any record of a

single phone call or email. He is more than welcome to contact Evan C[redacted], Customer

Relations Manager at [redacted]@keystonecustomhome.com or by phone at ###-###-#### to coordinate

someone coming to fix the leak.

In response to the

issues with [redacted]’s yard, settlement was delayed by [redacted] due to the

house appraising at approximately $60,000 less than the asking price.

During this delay, the lawn was not maintained by KCH and at the time of

celebration, [redacted] wanted it to be corrected. KCH agreed to the terms

as per the celebration list and wrote a service order for one year’s yard

treatment. [redacted] also had excessive yard settlement around his house in October

of 2013 which KCH had corrected even though it was against our warranty

guidelines.

KCH has not heard from

[redacted] one time since he settled on his house, except for a phone call days

after settlement asking why his celebration list was not completed (items

remaining on list were front door kickplate and replacing one dead bush). KCH strives for 100% customer satisfaction, and we regret that [redacted]'s experience has been less than desirable. We

welcome [redacted] to contact Evan C[redacted] to voice his complaints and we will be

happy to address any issues he currently has.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: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,

Business

Response:

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.

Review: Hello,

Our complaint is about the hardwood flooring that is through out our 1st floor. There is paint/drywall dust that is permanently stuck between the boards and on the boards themselves. We tried to remove the paint dust ourselves, but the situation only was made worse by mopping or dusting because the dust only smears around the floor. We have been complaining to our builder representative about the floor since before we moved in, and we were told that "it would come up." We have also had Keystone's own cleaning company come twice to clean the floors, which again only results in a white layer of dust smeared around our hardwood. Our last attempt at getting this out of our floors was hiring a professional cleaning company to come in, and try to get the paint dust out of the boards by hand. They tried for 10 hours and were unsuccessful, as to which there professional comment was "the contractors Keystone used have ruined the hardwood floors."

We paid a lot of money for the hardwood only to not be able to enjoy it and risk the chance of our child and us getting sick from the paint/drywall dust that can't be removed. My wife is also 37 weeks pregnant, and we do not want our infant crawling around on this paint dust and risk getting sick.

We are filing a complaint to have the hardwood replaced by Keystone, and in a timely manner.

Thank youDesired Settlement: To have all hardwood replaced on the first floor.

Business

Response:

Dear **. [redacted],

We are responding to Complaint No. [redacted], filed by [redacted]. Keystone Custom Homes, Inc. (“Keystone”) has been in ongoing discussions with **. and [redacted]. [redacted], both prior to and since the filing of **. [redacted]’s complaint (activity began on this matter the first week of July when the issue was first raised by the [redacted]s), attempting to resolve the issue the [redacted]s have with their floor. It has been only 1 month and 6 days since the [redacted]s settled for the purchase of their new home. Various methods of solving the problem have been tried, without success to date. Most recently, representatives of the flooring subcontractor visited the [redacted] home on August 12. At that time, **. [redacted] raised another issue, again with the floor.

The flooring subcontractor is presently exploring alternative solutions to the dust/paint problem and is consulting with the head of the company and, I believe, the manufacturer regarding the new issue. Of course, Keystone intends to resolve the issues the [redacted]s have with their flooring; Keystone will strive to provide the [redacted]s with the quality home they expect.

Unfortunately, this is a new problem (as stated above, the [redacted]s have been in the home less than 6 weeks, and resolving issues of the this magnitude routinely takes longer than that. In addition, the new issue was raised only 2 days ago). We cannot report that the issue is resolved. We can report that Keystone is doing all it can to resolve the situation, and **. [redacted] seemed satisfied with the progress on Monday, August 12, when the flooring sub-contractor representative visited the home.

We will advise you as we continue to work to resolve this matter.

[redacted], Esquire

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: ###-###-####- Ext. [redacted]

Fax: ###-###-####

Business

Response:

I also have an update:

1. [redacted] Flooring sent a representative to the [redacted]s’ home on August 12. The representative discovered drywall dust/paint in the cracks between the floor boards. It was also found that some of the finish on the boards is flaking/peeling off, probably due to the use of an incorrect type of cleaner on the board surface. This may have been by the cleaners engaged by the [redacted]s, as [redacted] did not use any prohibited cleaners.

2. A Keystone representative spoke with [redacted]. [redacted] on August 13; she indicated that [redacted] was unable to clean the hardwood and that they had discovered a “film” on the floor which the technician was unable to remove.

3. The Keystone representative spoke with a [redacted] representative on August 14 and was advised that whoever had attempted to clean the hardwood floor had damaged the finish. She indicated that the finish on the entire floor is damaged. We are awaiting receipt of photographs documenting the situation from [redacted].

4. The Keystone representative then tried on August 14 to reach the [redacted]s by calling each of their cell phones twice; there was no answer. The representative indicated that he suspected that [redacted]. [redacted] was at the hospital delivering her baby. He will follow up once he hears from the [redacted]s.

If you have further questions, please advise. Thank you for your consideration.

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: ###-###-####- Ext. [redacted]

Fax: ###-###-####

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

There was no resolve to the complaint yet. I am attaching photos of the hardwood floor's so that you can see the obvious paint spots and dust that are all over the floors. You can also tell that the dust and spots that are on the surface of the floors that came up from the cracks are starting to scratch and ruin the floors more than they already are. It has been a month and a half since we moved in and made these problems known and they are still here. We have taken the best possible care of the hardwood using only the recommended hardwood cleaner and soap and water to try and get the paint dust up bust as you can tell from the pictures there is so much between the cracks it just keeps coming up and ruining the floors. Again we have used professional cleaners to try and get it up and can provide their name and number if needed as they have tried for hours using soap and water and a brush to get it up with no avail. They too have told us that the paint dust has ruined the hardwood floors. We just would like our floors to be in a brand new condition as we have paid for them to be when we settled and they have not been since we moved in.

Regards,

Business

Response:

Dear **. [redacted],

We are responding to **. [redacted]’s most recent response regarding Complaint No. [redacted]. Keystone Custom Homes, Inc. (“Keystone”) continues to work with the [redacted]s to resolve their problem. On August 20, the Customer Service Representative responsible for the [redacted]s’ home visited the home to review the situation following the visit by [redacted]. Although the [redacted] representative expressed the opinion that the finish on the floor was damaged by someone utilizing improper cleaners on the floor, the Keystone CSR determined that the finish on the floor is not, in fact, peeling off. Rather, it appears that whatever cleaning material was utilized on the floor left a clear film, which is now peeling off. The CSR was able to remove this film from several boards with careful cleaning, and the finish on these boards is fine.

The CSR suggested that Keystone have the entire floor steam cleaned, and the [redacted]s were agreeable, as long as the cleaning process does not involve chemical solvents. Keystone will be going forward with this cleaning, which should remedy the “peeling” situation.

Keystone can then address the white material between the boards. This material does not appear to be drywall compound, but paint, as it has a rubbery consistency. It is yet to be determined whether this condition can be addressed without removal of the floor.

Keystone remains committed to “making this right” for the [redacted]s. We very much appreciate their patience with this process. As noted below, I will be away for a period of time, but work will continue on the [redacted] situation in my absence. We can report on progress upon my return.

I will note that I will be out of the office from August 23 through September 9. Therefore, I will be unable to meet the 10-day deadline for responses to any inquiries which we receive prior to September 3. We therefore respectfully request in advance an extension of any reply time to September 3 if the 10-day reply time expires prior to that date. Thank you for your consideration in this.

227 Granite Run Drive-Suite 100

Lancaster, PA 17601

Office: ###-###-####- Ext. [redacted]

Fax: ###-###-####

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

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Description: Home Builders

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

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