Keystone Custom Homes

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

Keystone Custom HomesInchas tried to reach out to [redacted] to address his concerns, but he has not returned callsWe 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

– day walk visit completed by CRM Steve A [redacted] items of concern (except those not completed from zero form) No documentation re: issues with driveway Late Fall – [redacted] notified Nicole F [redacted] of water ponding on the driveway Nicole visited the home site (***) 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 Late spring – CRM, Nicole F [redacted] had made numerous visits to [redacted] to assess how long water would pondIt was evident that water would pond on the drive, however within hours evaporate – CRM, Nicole F [redacted] texted both [redacted] & [redacted] stating, that weather pending [redacted] will begin seeding the following weekIn 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 – [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 – CRM, Nicole F [redacted] , texted both [redacted] & [redacted] that the paving rep would be inspecting their driveway on 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 – [redacted] emailed Nicole regarding the status of water ponding on their driveway – 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 swaleIf problem still presented itself, Keystone would take appropriate action – [redacted] emailed Nicole F [redacted] to thank her for coming out to assess the driveway – [redacted] emailed Nicole photos of water ponding on driveway – [redacted] texted Nicole to ask about the landscaper’s schedule – Nicole F [redacted] texted [redacted] that Strathmyer Landscape was scheduled for later that week (approx 4pm) – [redacted] Landscaping cut 3’ swale off the left hand side of the driveway to alleviate water from ponding (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 – CRM, Nicole F [redacted] notified Hackman Paving about water ponding on [redacted] and to discuss scope of work to be completed [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 – 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 – CRM, Nicole F [redacted] emailed both [redacted] & [redacted] , updating them that the stone base at [redacted] (***) is too wet to pave, and as previously discussed, their driveway was to be repaired when Keystone installed the driveway at *** 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 – 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 month walk visit to be schedule on or around

Ida, I have reviewed the internal service requests for this customer There was a period of 4+ years from the time the home was built until this customer called regarding her concern about a possible exterior door leak I cannot speak as to what happened at that time, but our quality control person for post-construction concerns has been made aware of [redacted] ’s concerns and is willing to stop by to look at her concerns today yet I have communicated this to [redacted] both via voicemail and via the email below Please let me know if you need anything further at this moment regarding Keystone’s responsibility to respond to this Revdex.com complaint Thank you for your help in getting me a copy of this complaintTom M** From: Tom M [redacted] Sent: Monday, September 26, 2:PMTo: ' [redacted] @ [redacted] .net'Subject: Customer ConcernsImportance: High Jamie, I received the details of your Revdex.com complaint earlier today I apologize for any delay that occurred regarding receipt of your complaint Steve Alt from our company can stop by in the next minutes to review your concerns and to see what may be occurring regarding the concerns that you documented in your Revdex.com complaint I left Steve’s phone number on a voicemail for you as well just a few minutes ago It is ###-###-#### Please let me know if it would be OK for Steve to stop at your residence at approximately 3:PM today Feel free to call Steve direct at the number provided Thank youTom M [redacted] , EsquireGeneral CounselKeystone Custom Homes, Inc

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

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 mortgageThe requested payment is simply asking for the [redacted] s to have a financial interest in the home until their mortgage is approvedKeystone chose not to engage the [redacted] s in a lease, due to the fact that their mortgage is in the final stages of being approvedThey 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 thereThe [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 itselfThe 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 situationAny payment made on the home while the [redacted] s are living there would of course be applied to their mortgage at settlementAs stated above, the request for a monthly payment was never a ploy to put more money in our pocketsIt 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 settlementIn 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 MsSarah Y***, Land Paralegal AdministratorMsY [redacted] would be happy to field their questions and get them a prompt responseIt 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

At this time, Keystone understands the following has occurred at this customer's property since Settlement: Homeowner installed an in-ground swimming pool in their back yard Homeowner installed a shed in their backyard Homeowner re-graded their backyard to facilitate the said improvements thereby eliminating a required storm water drainage swaleHomeowner installed new drain piping and other drainage facilities in their back yard The above alterations were undertaken independently by this customer subsequent to settlement with Keystone for their home By eliminating the drainage swale that was in place at the time of settlement, this customer has introduced unknown and unaccounted for variables regarding the management of storm water for their property The customer should contact the contractors they utilized to perform this work as Keystone was not involved in any of the work that occurred subsequent to settlement

Keystone sent a representative to this customer's home on April 28, 2015, to observe the concerns noted in this complaint The driveway has already been addressed and corrective actions will also be taken regarding the grading concerns indicated The plumbing repairs already completed will be reviewed internally to determine what, if any, further action is appropriate

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

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

Keystone personnel have visited the home to observe the complained about condition The requested "repair" was an option that was available to the customer prior to the time construction commenced, but was declined by the customer At this time, Keystone has offered to make an exception to address the customer's concern The customer must however sign a release regarding the driveway and turnaround prior to the work being performed In addition, the customer must sign a document for the township prior to the work being started Keystone awaits the customer's signatures at this time

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

Keystone Custom Homes, Incfailed 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

At this time, Keystone understands the following has occurred at this customer's property since Settlement:Homeowner installed an in-ground swimming pool in their back yardHomeowner installed a shed in their backyardHomeowner re-graded their backyard to facilitate the said improvements thereby eliminating a required storm water drainage swaleHomeowner installed new drain piping and other drainage facilities in their back yardThe above alterations were undertaken independently by this customer subsequent to settlement with Keystone for their home By eliminating the drainage swale that was in place at the time of settlement, this customer has introduced unknown and unaccounted for variables regarding the management of storm water for their property The customer should contact the contractors they utilized to perform this work as Keystone was not involved in any of the work that occurred subsequent to settlement

Regarding Complaint No [redacted] , filed by [redacted] , I am responding to ** [redacted] ’s reply to Keystone’s answer to his complaint, which was received by us March 4, Keystone provided an extensive response to ** [redacted] ’s complaint, addressing his issues point-by-point In his response, ** [redacted] has maintained the same point-by-point structure, and we will continue to do so in our response Some points will not again be addressed in this response In those cases where no response is provided here, it is Keystone’s position that a full response has been given and that no further response is necessary Many of ** [redacted] ’s responses are simple statements that he does not agree with the Keystone response and that that issue must be resolved With no additional information being presented by ** [redacted] , it would seem that no additional response is necessary; there is no point in getting into a back-and-forth argument which amounts to “I am right and you are not” The key to the responses below is as follows: Regular type-points originally made by ** [redacted] Red- Keystone’s responses to the original points Bold-** [redacted] ’s responses to these responses Blue-Keystone’s responses to these responses Thank you again for your consideration [redacted] , Esquire Granite Run Drive-Suite Lancaster, PA Office: ###-###-####- Ext [redacted] Fax: ###-###-#### [redacted] I am writing in response to Complaint No [redacted] , filed by [redacted] [redacted] , which I received on February 19, The [redacted] s’ home was completed in October, (the occupancy permit was issued October 26, 2011) The [redacted] s’ home was sold to them, subject to Keystone’s 1-year limited warranty and 20-year structural warranty Items in my response to the Revdex.com have been ongoing from ownership of my homeThese are not new issues, nor made up claimsEverything I stated has photos and you can see the issues to this day The timing of complaints, etc., is discussed throughout this document and is not specifically addressed here Keystone’s customer service department began working with the [redacted] s shortly after the home was completed Keystone dealt with numerous matters through September of under warranty Keystone also dealt with the previous Revdex.com complaint filed by the [redacted] s (No [redacted] ), which was closed in October The present complaint appears to be an aggregation of past complaints and a few new items This complaint has to due with issues never being resolved to the my satisfaction I just wanted a home that was new with no issues, I got a home with many issues due to Keystone's incompetent supervision and neglect on workman ship and materials while they were building my homeMy home was not in a development so they didn't have the same urgency as a development lot Whether matters have been previously resolved to ** [redacted] ’s satisfaction is discussed at various places throughout this document and is not specifically addressed here Keystone exercised due care in supervising the construction, materials, and workmanship in the [redacted] home, and customer service personnel have strived to meet the [redacted] s’ expectations with the same diligence it pursues with homes in all of its 40+ active communities I note that ** [redacted] has sent numerous e-mails, copying them to such people as the Township’s engineer, State Senator Michael ***, the [redacted] Township manager, the [redacted] Township zoning officer, and an attorney (this attorney is apparently not licensed to practice in Pennsylvania, and Keystone has received no contact whatsoever from him or any notice from **[redacted] that he is now represented by counsel and that all contacts should be through counsel) Keystone would not respond unless I sent emails to [redacted] Township [redacted] also stated he wanted to "kick my as " when I sent emails to the townshipHe was a former employee of KeystoneEvan Carter with Keystone stated that is what [redacted] saidHe also said it would be best I i would work with him rather than [redacted] due to how angry [redacted] was at myself Keystone has made every effort to respond to the [redacted] s’ issues In situations where a particular homeowner does not immediately receive the response or solution he or she desires, the homeowner may feel that he or she is exercising some sort of pressure on Keystone by contacting government personnel It is Keystone’s experience that such actions may have an effect other than that intended by the homeownerIn the [redacted] s’ case, attempts to involve others have had no effect upon the responses provided by Keystone; Keystone has made every attempt to meet the [redacted] s’ expectations Keystone acknowledges that its personnel have at times been frustrated or even exasperated in dealing with ** [redacted] However, no employee is authorized to deal with any homeowner in an abusive manner, and, on the contrary, such unprofessional conduct is expressly prohibited We do not want to get into a finger-pointing contest, but from the information available to us, we must state that, to our knowledge, Keystone’s former employee did not speak abusively to ** [redacted] As an introduction to this response to ** [redacted] ’s complaint, I want to note that once construction is completed on a home, Keystone and the homeowner conduct a Celebration Inspection prior to the homeowner taking possession, which results in a written report signed by the homeowner A copy of the [redacted] ’s Celebration Inspection Report is attachedKeystone 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 attachedReference to these two reports will be helpful in determining what issues were raised post-construction, but prior to possession, and what issues had been raised, but remained unresolved, at the time of the expiration of the new home warranty The issues have not been resolved and must be fixed Any sign-offs on work completed or on matters raised as shown on the 11-Month Inspection Report, provided as an attachment with Keystone’s previous answer to ** [redacted] ’s complaint, speak for themselves We will address each point made by ** [redacted] (I have copied his points, unedited); Keystone’s responses are in red: 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, (Service Order 5106) Repairs were made on November 2, (SO ***), and painting after repairs was completed by the painting subcontractor on November 2, (SO ***) Keystone has no record of any additional complaints being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues The home has many cracks and half paint patches due to the wood shrinking after the installation of the lumber and drywallthe patching/painting was never completed, Keystone has nothing stating it was completed and signed off by myselfThis must be fixed As indicated previously, this matter was completed in November, 2012, and the Service Order was closed No additional correspondence has been received regarding this matter until the filing of the present complaint These matters are now outside warranty previous paint patchs are not covering any of the (incompetent keystone sub's) patch work, Keystone has no record of these matters being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues Keystone has acknowledged this issue when they came out to fix them, they just tried to fix them improperly with out careThis must be fixed 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, Keystone has no record of any complaint regarding this matter since then The warranty specifications indicate that a gap of 1/8” or less requires no correction After expiration of the warranty, these become ordinary homeowner maintenance issues The truss uplift is hapening in the exact same places of where they tried to fix them in the first placeThis is an ongoing issue that's been going on months after we moved inThis may also have to do with wet lumber and/or the incompetence of the workman ship during the installationThis must be fixed If truss uplift has occurred in the same area as previously, Keystone will be happy to inspect the situation and, if warranted, correct it ** [redacted] should contact Keystone’s customer service department 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- Observation: Cracking will occur as part of settlement of the home Areas prone to such cracking are, but not limited to, Any area where drywall and wood trim meet Any inside corners where walls meet walls and where walls meet ceilings Where countertops and walls meet Performance Guideline: Caulking is a homeowner maintenance issue Homeowner will have to caulk on a periodic basis in order to maintain surfaces in question Corrective Measure: None” ** [redacted] was advised at that time that this claim was not covered by the new home warranty and that Keystone would not be making any repairs Keystone has no record of these matters being raised thereafter This is an ordinary homeowner maintenance issue This issue was told to Evan Carter who neglected to fixHe was also an employee of Keystone This issue is due to the lumber shrinking and the trim staying the same sizeThis must be fixed 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 (after the expiration of the warranty) As an accommodation to the [redacted] s, Keystone personnel addressed the matter Keystone involved the plumbing subcontractor which performed work on the [redacted] home, as ** [redacted] had a number of plumbing issues The subcontractor’s insurance adjuster visited the [redacted] property to evaluate the potential claim The insurance adjuster was to issue me a check per Evan Carter an employee of KeystoneI had not gotten any responce from anybodyI would think Keystone would have followed up on such a issue ** [redacted] was not told that any insurance company would issue him a check As indicated below, the subcontractor’s insurer has this matter under investigation ** [redacted] has yet to provide justification for his $20,demand Regarding the plumbing matter, I am attaching a document showing an e-mail chain between ** [redacted] and Keystone’s Customer Service ManagerAs is evident from this string, ** [redacted] has never provided the requested information In addition, Keystone has not and does not assume responsibility for this problem ** [redacted] has indicated that he will not permit anyone from Keystone or Keystone’s subcontractor to perform the work; he wants to have the work performed by a contractor of his choice He has made a flat demand for payment in the amount of $20,to settle his claim, but has provided no documentation, work estimate, etcto justify this demand Keystone has not accepted liability for ** [redacted] ’s problem, but was working with him to reach an accord with Keystone/the subcontractor/the subcontractor’s insurer In order to make a determination of responsibility, Keystone has requested that 1) it be permitted to inspect everything before any work is done, 2) it be advised of all work and the cost thereof before work commences, and 3) it be provided with copies of all invoices, marked “paid” Again, Keystone was suppose to pay me when the insurance adjuster came to my homeThey let the ball drop and didn't contact meThis must be fixed Please see the above response The last contact in my file from ** [redacted] was May 22, He indicated that he had been ill, but would “will have something to you by mid next week at the latest.” We have heard no further word since ** [redacted] is invited to contact our office to further progress on this matter This issue must be addressedWhat did B&G's insurance company say? Why did Keystone not try to reach me to discuss? Why wait? Why let such a huge issue go unresolvedKeystone clearly didn't want to fix the issue and they don't care about there customer This must be fixed Please see the above response 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, Grading, etcwas according to plan The appendix to the new home warranty provides, in applicable part: _____1- Observation: The site does not drain properly Performance Guideline: The necessary grades and swales should have been established by Builder to ensure proper drainage away from the home Standing or pondingwater shall not remain for extended periods in the immediate area of the house after a rain (generally no more than hours), except in swales that drain other areas or in areas where sump pumps discharge In these areas a longer period can be anticipated (generally no more than hours) The possibility of standing water after an unusually heavy rainfall should be anticipated by the owner No grading determination shall be made while frost or snow is on the ground or while the ground is saturated Corrective Measure: Builder is responsible only for initially establishing the proper grades and swales The owner is responsible for maintaining such grades and swales once they have been properly established by Builder Keystone had there engineer shoot grades and they came up with negitive water flow from the homeThey came up with a fix to blacktop more of the yard and install a (2) drains(1) drain was installed, thus we are still having a drainage issueNo follow up from KeystoneThis must be fixed 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/ 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 of the new home warranty provides, in applicable part: Keystone does not warrant or guarantee the following: e The quality or quantity of growth of grass; The addendum to the new home warranty provides, in applicable part: _____12-3.Observation: Grass seed does not germinate within days of the acceptance of the project Performance Guideline: Maintenance of the lawn, including watering, reseeding, erosion and washouts after settlement, is the homeowner’s sole responsibilityBuilder 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, The home was completed in OctoberThey put down temporary seed and left the yard a messThey were to come back and install 4'' of top soil per the contractThey did not install 4'' of top soilKeystone was aware of this issue and had a [redacted] come out to the home, the [redacted] also said there was only 2'' of topsoil on the groundIf keystone did not have to fix the issue why did they send out a [redacted] ***? They assumed responsibility, and didn't correct the issue [redacted] was onsite with the [redacted] and is aware of the issueThis must be fixed Fiber duct used in the basement does not meet building codes on the (R) value All materials used were according to specifications and Code requirements It should be noted that the basement is “conditioned space” under the Building Code; the “R Value” requirements do not apply to “conditioned space” Keystone installed vents in the basement, thus making the basement a conditioned spaceThis must be fixed Concrete in the garage is chipping up cracking "other than expansion joints" currently 1'' deep Keystone has no record of these matters being raised within the warranty period This does not appear on the Celebration or 11-month Inspection Reports This is now outside warranty Concrete is a structural component of construction and is part of the warrantyThe floor also has hollow voids underneathThis can be proven with xray and hollow sounds when you tap the concrete Caulking around tubs have failed months after the home was built and now the sub floor is rotten, keystone did nothing when this was told to them Damage was caused by the homeowners’ failure to maintain calking, as required by Observation Guideline 9-33, set forth in the response to item above Keystone will not address this issue This issue was brought to Evan Carter and [redacted] who worked with KeystoneThey saw the issue and failed to fix them when the warranty was in effect kitchen sink leaked and warped cabinets, semi fixed but not 100% New cabinet skin and kickplate were installed on February 4, (SO 49545) At ** [redacted] ’s request, Keystone reimbursed ** [redacted] for the expense of re-plumbing the P-trap under the sink, the work having been done by ** [redacted] ’s father, rather than by Keystone personnel or subcontractors This issue has been resolved, and Keystone has no further responsibility Correct 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 years after the homeowner takes possession of the home, except for structural matters This issue was brought up to Evan Carter and he said the floors would need to be taken outThis never happenChunks are still under the floor as proof Keystone has no documentation indicating that **Carter at any time indicated that Keystone would be responsible for removing floors, etc To reiterate, this matter was not brought up at all in the 11-month Inspection Report; surely this problem would have been evident by then if it was caused by the builder HVAC unit installed incorrectly, they only have the return-air on one side of the unit and per the directions the return needs to be tied into both sides or one side and bottom of the unit Keystone has no record of these matters being raised previously, either within or outside the warranty period This is a installation issue that should be correctedLet it be noted if you don't catch an issue at first Keystone feels it is there right to let the incompetent installation stay, as long as the warranty period is upThis is clearly a installation issue, this will cause the unit to overload and drawing return air and make the unit fail prematurelyThis item must be fixed Keystone has no information that would indicate that any HVAC issue is an installation problem 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 KeystoneThere is no mention of broomsticks or a bent garage door in the Celebration Inspection Report, and Keystone has no record of these matters being raised previously, either within or outside the warranty period It therefore appears that any problem with the garage door at this point, more than years after completion of the home, is the homeowners’ problem This has been discussed with Evan Carter and he said they wouldn't fix the issueThis must be fixed 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 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, and May 7, As state above, caulked joints are not covered by the new home warranty, but this courtesy was extended as an accommodation to ** [redacted] Keystone has no further responsibility regarding this claim Correct Kitchen cabinet is becoming warped where the above shower leaked due to bad installation 'pictures to prove" may have mold behind the walls also Please see discussion of items and above This item must be corrected HVAC temperature in master bedroom is degrees different then other rooms on that floor 'damper is open 100% to the master bedroom - this may be due to keystone not insulation the garage 'garage door is always closed" HVAC system was constructed according to specifications, based on square footage of the home All insulation required by Code and/or appearing in the specifications for the home was installed Keystone has no record of these matters being raised previously, either within or outside the warranty period Evan Carter with Keystone stated if we have a degree change they will come back to fix the inconsistencyThe master bedroom is above the garage and if the garage was isolated this would be a non-issueThis needs to be fixed This is incorrect The home warranty indicates that a 4° variance above or below the set temperature is within acceptable variances The jam to the walk out door to the garage is bowed down making you have to kick the doors to open them, "keystone tried to fix this but would have to redo the header and they never did it keeps sagging This matter was addressed on October 3, (SO 51296) Door worked properly at time of repair This item is now more than a year outside warranty and will not be addressed further This is an issue that was attempted to be corrected in the warranty period, but it was not done correctlyDoors must be kicked to open and closedThis must be fixed As indicated above, this matter was previously addressed If ** [redacted] will contact Keystone’s customer service department, a representative will visit to inspect the situation and determine if further service is warranted I tried to contact [redacted] with keystone in the past weeks but he has ignored me Unfortunately, ***, as CEO of a company which is the largest residential builder in eastern Pennsylvania and is currently building homes in more than different communities in states, cannot personally address individual customer service issues The [redacted] s have been advised to make their contacts through Keystone’s customer service department and have been assigned customer service representatives to address their concerns Keystone has no record of recent contact by ** [redacted] with the customer service department I atempeted to contact Evan Carter and [redacted] with Keystone, both no longer work with KeystoneKeystone never advised me to contact there customer service, didn't I do that when I contacted the owner? I would think out of anybody he would be on top the companyApparently I was incorrect [redacted] did not respond and never took the time to take my calls Keystone has no record of ** [redacted] making any telephone, voicemail, e-mail, or texted attempts to contact either ** [redacted] or **Carter since May 22, As stated previously, the Chief Executive Officer of a company the size of Keystone cannot personally deal with customer complaints or respond to individual customer calls ** [redacted] had been requested to contact the customer service department to address any issues and not *** the roof peaks on the home on both ends are popped up while the middle has sagged down If this is deemed to be a structural issue after inspection by Keystone personnel and it is determined that there is a defect in construction or materials, this matter can be addressed under the 20-year structural warranty ** [redacted] should contact our office to arrange an inspection It should be noted that the ends may only appear to be elevated The roof ends 2’ in, and the plywood would typically run up to the peak of the truss In between these two points, the sheathing is left 2” low on each side of truss for ridge vent installation This can make it appear that the gable ends are elevated when they are not This is an issue with the soaked lumber that was used during constructionThe lumber had no time to dry out nor was it attempted to be covered prior to shingling the roofThis must be fixed building materials used to build the home were warped and soaked prior to installation 'pictures to prove" In the course of construction of a home, some building materials will become wet, particularly materials on site prior to the home being placed “under roof” This is in construction All materials are permitted to dry before installation In the case of framing and related structures, they are allowed to air dry completely before being covered All materials used in this home were new materials in new condition All construction was subject to periodic inspections, and all construction was accepted by the inspector The roof was on the home with over 2'' of standing water in the basement of the homePictures to prove this issueThe HVAC, Plumber and Electrician were working in water and mud in the basementThere is still mud on our steps to the basement and mud on the floor joistsKeystone assumes they home was dry and it was notThis is an issue due to the non management of our homeThis must be fixed garage step fell apart when we had company and they fell 'i had to make a temp step" Referencing the Celebration and 11-month Inspection Reports which are attached, no mention of a problem with this step is mentioned No previous mention of this appears in Keystone’s service records At this point, more than years after the [redacted] s took possession of the home and more than a year beyond the warranty coverage period, Keystone has no way of gauging the cause of any problem or determining whether abuse is the source of the problem The step was solidly constructed and, apparently, was intact throughout the warranty period This is a homeowner maintenance matter The step was poured 1.5'' in the concrete, when it fell apart the concrete shows were it the steps popped outThis is still an issue, and steps are a structural itemThis needs to be fixed interior garage door to the house is rusted 'perhaps it was used prior to installing at my home" Only new materials were utilized in the construction of this home Keystone has no record of these matters being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues Nothing I can do to prove its an old doorI dont understand how a door can rust within yearsThe door is not in the elements 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, “Squeak-no-more: screws were used in the repair, which are installed through the backing of the carpet, but do not screw the carpet to the floor (or subfloor) Keystone has no record of any complaint sinceThis matter is now outside warranty Evan Carter installed the screws and he said that's what the screws doI said "stick up and pk your feet" The floor needs to be fixed Two customer service representatives visited the [redacted] residence and worked on this installation When all work was complete, ** [redacted] indicated that the work had been completed to an acceptable tolerance level for him all masonry around fire place is chipping and cracking Masonry subcontractor used proper specified materials and installed masonry per plan Keystone has no record of these matters being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues Masonry should not crack, unless what its attached to is wet lumber and when it shrinks the mortar will crackThis needs to be fixed the snow on the home roof has made loud crack noise's in the home and now the master bedroom has the corners of the wall's separating from the roof joists Keystone has no record of any prior complaint regarding this item Under heavy snow loads such as the loads experienced in 2013, coupled with unusually low temperatures, or in heavy winds, it is for trusses to deflect slightly, and some flexibility is necessary to provide structural integrity In such circumstances, sounds may produced which are not experienced under conditions If this is deemed to be a structural issue after inspection by Keystone personnel and it is determined that there is a defect in construction or materials, this matter can be addressed under the 20-year structural warranty ** [redacted] should contact our office to arrange an inspection This item and the cracking in the walls due to this must be fixed The [redacted] home has been the subject of 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,in completing these Service Orders Keystone strives to meet every customer’s expectations in all of its more than active communities, and every effort has been made to make the [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 above in cooperation with ** [redacted] Keystone has tried to get away with many items in my homeI was a construction manager for yearsI know whats done right and wrongKeystone has tried to get away with there incorrect/incompetence thus farMy home cost over 300K excluding the land and utilitiesThese items must be fixedJohn Kamin with Keystone called me over (2) weeks after my calls to [redacted] ***He said he was sorry for dropping the ball regarding my callsHe was unaware I contacted the Revdex.com and asked me to send them the info on my complaint, so I didI have pictures of all related issues in this complaintMy wife Crystal is also a witness to all conversations with KeystoneJohn Kamin also indicated that we didn't pay the correct price for our home and he would have to charge us more money after the loan was approvedI told John to forget about the home, he thansaid don't worry about itKeystone also inflated the price of my current home to cover the cost of my old home that they bought threw (Certain Sale)I didn't know that was against the law (fraud), I would have never sold my town home to Keystone and had them inflate my current home to cover the differenceKeystone miss-lead me in my home buying experience from day 1! ** [redacted] is raising a new issue regarding the sale of his former home and purchase of his new home The [redacted] s participated in Keystone’s Certain Sale program, which is a program, managed by an outside company not affiliated with Keystone, which provides that if the home buyer’s home is not sold by the time his or her new home is ready for closing, he or she will be allowed credit for an amount calculated to be the equity which should be available upon the sale of the home, and this credit is allowed at closing for the new home I will not go into the complexities of the program here, but the program does allow many homeowners to purchase their new homes without being saddled with maintenance expense/mortgage payments/taxes on their former homes during the marketing period for that home There is a reconciliation of accounts when the former home is sold ** [redacted] has made bald accusations of fraud in his response with no supporting documentation or evidence It is unfortunate that ** [redacted] apparently did not fully understand the Certain Sale program, although he and his wife derived substantial benefit from it Keystone expressly denies any wrong doing or misconduct, and I suggest that the making of unfounded and unsupported accusations of fraud or conduct which is “against the law” is neither helpful in fostering resolution of ** [redacted] ’s complaints nor in ** [redacted] ’s best interests

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

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

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***, 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Please see the comments under Keystone in BOLDI am writing in response to Complaint No [redacted] , filed by [redacted] [redacted] , which I received on February 19, The [redacted] s’ home was completed in October, (the occupancy permit was issued October 26, 2011) The [redacted] s’ home was sold to them, subject to Keystone’s 1-year limited warranty and 20-year structural warrantyItems in my response to the Revdex.com have been ongoing from ownership of my homeThese are not new issues, nor made up claimsEverything I stated has photos and you can see the issues to this day Keystone’s customer service department began working with the [redacted] s shortly after the home was completed Keystone dealt with numerous matters through September of under warranty Keystone also dealt with the previous Revdex.com complaint filed by the [redacted] s (No [redacted] ), which was closed in October The present complaint appears to be an aggregation of past complaints and a few new items This complaint has to due with issues never being resolved to the my satisfaction I just wanted a home that was new with no issues, I got a home with many issues due to Keystone's incompetent supervision and neglect on workman ship and materials while they were building my homeMy home was not in a development so they didn't have the same urgency as a development lot I note that ** [redacted] has sent numerous e-mails, copying them to such people as the Township’s engineer, State Senator Michael ***, the [redacted] Township manager, the [redacted] Township zoning officer, and an attorney (this attorney is apparently not licensed to practice in Pennsylvania, and Keystone has received no contact whatsoever from him or any notice from **[redacted] that he is now represented by counsel and that all contacts should be through counsel) Keystone would not respond unless I sent emails to [redacted] Township [redacted] also stated he wanted to "kick my [redacted] " when I sent emails to the townshipHe was a former employee of Keystone [redacted] with Keystone stated that is what [redacted] saidHe also said it would be best I i would work with him rather than [redacted] due to how angry [redacted] was at myself As an introduction to this response to ** [redacted] ’s complaint, I want to note that once construction is completed on a home, Keystone and the homeowner conduct a Celebration Inspection prior to the homeowner taking possession, which results in a written report signed by the homeowner A copy of the [redacted] ’s Celebration Inspection Report is attachedKeystone 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 attachedReference to these two reports will be helpful in determining what issues were raised post-construction, but prior to possession, and what issues had been raised, but remained unresolved, at the time of the expiration of the new home warranty The issues have not been resolved and must be fixed We will address each point made by ** [redacted] (I have copied his points, unedited); Keystone’s responses are in red: 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, (Service Order 5106) Repairs were made on November 2, (SO ***), and painting after repairs was completed by the painting subcontractor on November 2, (SO ***) Keystone has no record of any additional complaints being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues The home has many cracks and half paint patches due to the wood shrinking after the installation of the lumber and drywallthe patching/painting was never completed, Keystone has nothing stating it was completed and signed off by myselfThis must be fixed previous paint patchs are not covering any of the (incompetent keystone sub's) patch work, Keystone has no record of these matters being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues Keystone has acknowledged this issue when they came out to fix them, they just tried to fix them improperly with out careThis must be fixed 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, Keystone has no record of any complaint regarding this matter since then The warranty specifications indicate that a gap of 1/8” or less requires no correction After expiration of the warranty, these become ordinary homeowner maintenance issues The truss uplift is hapening in the exact same places of where they tried to fix them in the first placeThis is an ongoing issue that's been going on months after we moved inThis may also have to do with wet lumber and/or the incompetence of the workman ship during the installationThis must be fixed 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- Observation: Cracking will occur as part of settlement of the home Areas prone to such cracking are, but not limited to, Any area where drywall and wood trim meet Any inside corners where walls meet walls and where walls meet ceilings Where countertops and walls meet Performance Guideline: Caulking is a homeowner maintenance issue Homeowner will have to caulk on a periodic basis in order to maintain surfaces in question Corrective Measure: None” ** [redacted] was advised at that time that this claim was not covered by the new home warranty and that Keystone would not be making any repairs Keystone has no record of these matters being raised thereafter This is an ordinary homeowner maintenance issue This issue was told to [redacted] who neglected to fixHe was also an employee of Keystone This issue is due to the lumber shrinking and the trim staying the same sizeThis must be fixed 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 (after the expiration of the warranty) As an accommodation to the [redacted] s, Keystone personnel addressed the matter Keystone involved the plumbing subcontractor which performed work on the [redacted] home, as ** [redacted] had a number of plumbing issues The subcontractor’s insurance adjuster visited the [redacted] property to evaluate the potential claim The insurance adjuster was to issue me a check per [redacted] an employee of KeystoneI had not gotten any responce from anybodyI would think Keystone would have followed up on such a issue ** [redacted] has indicated that he will not permit anyone from Keystone or Keystone’s subcontractor to perform the work; he wants to have the work performed by a contractor of his choice He has made a flat demand for payment in the amount of $20,to settle his claim, but has provided no documentation, work estimate, etcto justify this demand Keystone has not accepted liability for ** [redacted] ’s problem, but was working with him to reach an accord with Keystone/the subcontractor/the subcontractor’s insurer In order to make a determination of responsibility, Keystone has requested that 1) it be permitted to inspect everything before any work is done, 2) it be advised of all work and the cost thereof before work commences, and 3) it be provided with copies of all invoices, marked “paid” Again, Keystone was suppose to pay me when the insurance adjuster came to my homeThey let the ball drop and didn't contact meThis must be fixed The last contact in my file from ** [redacted] was May 22, He indicated that he had been ill, but would “will have something to you by mid next week at the latest.” We have heard no further word since ** [redacted] is invited to contact our office to further progress on this matter This issue must be addressedWhat did ***'s insurance company say? Why did Keystone not try to reach me to discuss? Why wait? Why let such a huge issue go unresolvedKeystone clearly didn't want to fix the issue and they don't care about there customer This must be fixed 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, Grading, etcwas according to plan The appendix to the new home warranty provides, in applicable part: _____1- Observation: The site does not drain properly Performance Guideline: The necessary grades and swales should have been established by Builder to ensure proper drainage away from the home Standing or pondingwater shall not remain for extended periods in the immediate area of the house after a rain (generally no more than hours), except in swales that drain other areas or in areas where sump pumps discharge In these areas a longer period can be anticipated (generally no more than hours) The possibility of standing water after an unusually heavy rainfall should be anticipated by the owner No grading determination shall be made while frost or snow is on the ground or while the ground is saturated Corrective Measure: Builder is responsible only for initially establishing the proper grades and swales The owner is responsible for maintaining such grades and swales once they have been properly established by Builder Keystone had there engineer shoot grades and they came up with negitive water flow from the homeThey came up with a fix to blacktop more of the yard and install a (2) drains(1) drain was installed, thus we are still having a drainage issueNo follow up from KeystoneThis must be fixed 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/ 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 of the new home warranty provides, in applicable part: Keystone does not warrant or guarantee the following: e The quality or quantity of growth of grass; The addendum to the new home warranty provides, in applicable part: _____12-3.Observation: Grass seed does not germinate within days of the acceptance of the project Performance Guideline: Maintenance of the lawn, including watering, reseeding, erosion and washouts after settlement, is the homeowner’s sole responsibilityBuilder 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, The home was completed in OctoberThey put down temporary seed and left the yard a messThey were to come back and install 4'' of top soil per the contractThey did not install 4'' of top soilKeystone was aware of this issue and had a [redacted] come out to the home, the [redacted] also said there was only 2'' of topsoil on the groundIf keystone did not have to fix the issue why did they send out a [redacted] ***? They assumed responsibility, and didn't correct the issue [redacted] was onsite with the [redacted] and is aware of the issueThis must be fixed Fiber duct used in the basement does not meet building codes on the (R) value All materials used were according to specifications and Code requirements It should be noted that the basement is “conditioned space” under the Building Code; the “R Value” requirements do not apply to “conditioned space” Keystone installed vents in the basement, thus making the basement a conditioned spaceThis must be fixed Concrete in the garage is chipping up cracking "other than expansion joints" currently 1'' deep Keystone has no record of these matters being raised within the warranty period This does not appear on the Celebration or 11-month Inspection Reports This is now outside warranty Concrete is a structural component of construction and is part of the warrantyThe floor also has hollow voids underneathThis can be proven with xray and hollow sounds when you tap the concrete Caulking around tubs have failed months after the home was built and now the sub floor is rotten, keystone did nothing when this was told to them Damage was caused by the homeowners’ failure to maintain calking, as required by Observation Guideline 9-33, set forth in the response to item above Keystone will not address this issue This issue was brought to [redacted] and [redacted] who worked with KeystoneThey saw the issue and failed to fix them when the warranty was in effect kitchen sink leaked and warped cabinets, semi fixed but not 100% New cabinet skin and kickplate were installed on February 4, (SO 49545) At ** [redacted] ’s request, Keystone reimbursed ** [redacted] for the expense of re-plumbing the P-trap under the sink, the work having been done by ** [redacted] ’s father, rather than by Keystone personnel or subcontractors This issue has been resolved, and Keystone has no further responsibility Correct 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 years after the homeowner takes possession of the home, except for structural matters This issue was brought up to [redacted] and he said the floors would need to be taken outThis never happenChunks are still under the floor as proof HVAC unit installed incorrectly, they only have the return-air on one side of the unit and per the directions the return needs to be tied into both sides or one side and bottom of the unit Keystone has no record of these matters being raised previously, either within or outside the warranty period This is a installation issue that should be correctedLet it be noted if you don't catch an issue at first Keystone feels it is there right to let the incompetent installation stay, as long as the warranty period is upThis is clearly a installation issue, this will cause the unit to overload and drawing return air and make the unit fail prematurelyThis item must be fixed 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 KeystoneThere is no mention of broomsticks or a bent garage door in the Celebration Inspection Report, and Keystone has no record of these matters being raised previously, either within or outside the warranty period It therefore appears that any problem with the garage door at this point, more than years after completion of the home, is the homeowners’ problem This has been discussed with [redacted] and he said they wouldn't fix the issueThis must be fixed 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 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, and May 7, As state above, caulked joints are not covered by the new home warranty, but this courtesy was extended as an accommodation to ** [redacted] Keystone has no further responsibility regarding this claim Correct Kitchen cabinet is becoming warped where the above shower leaked due to bad installation 'pictures to prove" may have mold behind the walls also Please see discussion of items and above This item must be corrected HVAC temperature in master bedroom is degrees different then other rooms on that floor 'damper is open 100% to the master bedroom - this may be due to keystone not insulation the garage 'garage door is always closed" HVAC system was constructed according to specifications, based on square footage of the home All insulation required by Code and/or appearing in the specifications for the home was installed Keystone has no record of these matters being raised previously, either within or outside the warranty period [redacted] with Keystone stated if we have a degree change they will come back to fix the inconsistencyThe master bedroom is above the garage and if the garage was isolated this would be a non-issueThis needs to be fixed The jam to the walk out door to the garage is bowed down making you have to kick the doors to open them, "keystone tried to fix this but would have to redo the header and they never did it keeps sagging This matter was addressed on October 3, (SO 51296) Door worked properly at time of repair This item is now more than a year outside warranty and will not be addressed further This is an issue that was attempted to be corrected in the warranty period, but it was not done correctlyDoors must be kicked to open and closedThis must be fixed I tried to contact [redacted] with keystone in the past weeks but he has ignored me Unfortunately, ***, as CEO of a company which is the largest residential builder in eastern Pennsylvania and is currently building homes in more than different communities in states, cannot personally address individual customer service issues The [redacted] s have been advised to make their contacts through Keystone’s customer service department and have been assigned customer service representatives to address their concerns Keystone has no record of recent contact by ** [redacted] with the customer service department I atempeted to contact [redacted] and [redacted] with Keystone, both no longer work with KeystoneKeystone never advised me to contact there customer service, didn't I do that when I contacted the owner? I would think out of anybody he would be on top the companyApparently I was incorrect [redacted] did not respond and never took the time to take my calls the roof peaks on the home on both ends are popped up while the middle has sagged down If this is deemed to be a structural issue after inspection by Keystone personnel and it is determined that there is a defect in construction or materials, this matter can be addressed under the 20-year structural warranty ** [redacted] should contact our office to arrange an inspection It should be noted that the ends may only appear to be elevated The roof ends 2’ in, and the plywood would typically run up to the peak of the truss In between these two points, the sheathing is left 2” low on each side of truss for ridge vent installation This can make it appear that the gable ends are elevated when they are not This is an issue with the soaked lumber that was used during constructionThe lumber had no time to dry out nor was it attempted to be covered prior to shingling the roofThis must be fixed building materials used to build the home were warped and soaked prior to installation 'pictures to prove" In the course of construction of a home, some building materials will become wet, particularly materials on site prior to the home being placed “under roof” This is in construction All materials are permitted to dry before installation In the case of framing and related structures, they are allowed to air dry completely before being covered All materials used in this home were new materials in new condition All construction was subject to periodic inspections, and all construction was accepted by the inspector The roof was on the home with over 2'' of standing water in the basement of the homePictures to prove this issueThe HVAC, Plumber and Electrician were working in water and mud in the basementThere is still mud on our steps to the basement and mud on the floor joistsKeystone assumes they home was dry and it was notThis is an issue due to the non management of our homeThis must be fixed garage step fell apart when we had company and they fell 'i had to make a temp step" Referencing the Celebration and 11-month Inspection Reports which are attached, no mention of a problem with this step is mentioned No previous mention of this appears in Keystone’s service records At this point, more than years after the [redacted] s took possession of the home and more than a year beyond the warranty coverage period, Keystone has no way of gauging the cause of any problem or determining whether abuse is the source of the problem The step was solidly constructed and, apparently, was intact throughout the warranty period This is a homeowner maintenance matter The step was poured 1.5'' in the concrete, when it fell apart the concrete shows were it the steps popped outThis is still an issue, and steps are a structural itemThis needs to be fixed interior garage door to the house is rusted 'perhaps it was used prior to installing at my home" Only new materials were utilized in the construction of this home Keystone has no record of these matters being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues Nothing I can do to prove its an old doorI dont understand how a door can rust within yearsThe door is not in the elements 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, “Squeak-no-more: screws were used in the repair, which are installed through the backing of the carpet, but do not screw the carpet to the floor (or subfloor) Keystone has no record of any complaint sinceThis matter is now outside warranty [redacted] installed the screws and he said that's what the screws doI said "stick up and pk your feet" The floor needs to be fixed all masonry around fire place is chipping and cracking Masonry subcontractor used proper specified materials and installed masonry per plan Keystone has no record of these matters being raised within the warranty period After expiration of the warranty, these become ordinary homeowner maintenance issues Masonry should not crack, unless what its attached to is wet lumber and when it shrinks the mortar will crackThis needs to be fixed the snow on the home roof has made loud crack noise's in the home and now the master bedroom has the corners of the wall's separating from the roof joists Keystone has no record of any prior complaint regarding this item Under heavy snow loads such as the loads experienced in 2013, coupled with unusually low temperatures, or in heavy winds, it is for trusses to deflect slightly, and some flexibility is necessary to provide structural integrity In such circumstances, sounds may produced which are not experienced under conditions If this is deemed to be a structural issue after inspection by Keystone personnel and it is determined that there is a defect in construction or materials, this matter can be addressed under the 20-year structural warranty ** [redacted] should contact our office to arrange an inspection This item and the cracking in the walls due to this must be fixed The [redacted] home has been the subject of 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,in completing these Service Orders Keystone strives to meet every customer’s expectations in all of its more than active communities, and every effort has been made to make the [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 above in cooperation with ** [redacted] Keystone has tried to get away with many items in my homeI was a construction manager for yearsI know whats done right and wrongKeystone has tried to get away with there incorrect/incompetence thus farMy home cost over 300K excluding the land and utilitiesThese items must be fixedJohn Kamin with Keystone called me over (2) weeks after my calls to [redacted] ***He said he was sorry for dropping the ball regarding my callsHe was unaware I contacted the Revdex.com and asked me to send them the info on my complaint, so I didI have pictures of all related issues in this complaintMy wife Crystal is also a witness to all conversations with KeystoneJohn Kamin also indicated that we didn't pay the correct price for our home and he would have to charge us more money after the loan was approvedI told John to forget about the home, he than said don't worry about itKeystone also inflated the price of my current home to cover the cost of my old home that they bought threw (Certain Sale)I didn't know that was against the law (fraud), I would have never sold my town home to Keystone and had them inflate my current home to cover the differenceKeystone miss-lead me in my home buying experience from day 1! Thanks Thank you for your consideration Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Keystone has not reached out to me to discuss this matter after my complaint was filed with the Revdex.comPer their last response, they are not interested in coming to a mutually agreeable solution, they are only interested in hiding behind their guesses and assumptions I will be filing the complaint with the Attorney General's office this week Regards, [redacted] ***