Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We initially were shown a ****** style home under construction by Keystones agent. We entered through the garage which had a ceiling of standard height ( more on this later) There were three steps leading from the garage past the laundry area to the living space with the master bedroom on the first floor. We related to the agent that this would be the ideal arrangement as I had a heart attack and am under the care of a cardiologist in addition to being a cancer survivor. This is why we chose the Milton design and a lot from the available choices offered. What Keystone and its agent failed to disclose whether due to apathy, incompetence or fear of loosing a sale was that with the lot selected, the living area of the house would essentially be a second story walk-up. Given my medical history, this creates an undue burden in getting groceries into the house and potentially preventing me from entering or leaving the residence in the event of a future cardiac event. Additionally, we have two acquaintances that are wheelchair bound. Had we been aware of these architectural changes we would either have not purchased said house or possibly worked with Keystone to remedy these shortcomings either with an elevator/lift or possibly an entrance from the garage to the basement. We feel that because of this failure of disclosure makes Keystone and its agents responsible to remedy this situation. The garage has an entire second story of uninsulated dead space that is structurally unsound to be utilized as a storage area or an additional room. We were also not made aware of this architectural change which possibly could have been modified during the building process into a usable space.

  

  Business Response

  Date: 09/12/2023

  Keystone has tried to work with the ******s' to address their concerns.  An example of Keystone's effort is an email from Keystone's Regional Sales Manager *** ********:

  Dear ***** and ******** ******,
  We sincerely appreciate you taking the time to express your concerns and share your thoughts with us regarding your new home in *********. Your satisfaction and comfort are of the utmost importance to us, and we want to address your concerns with empathy and understanding. We understand that the specific layout and design of your home were pivotal factors in your decision-making process, especially since learning of your medical history. It is truly regrettable that there was a misunderstanding of the ****** plan during the design process, and for any distress this may have caused you, we extend our sincerest apologies. Although I haven’t found any emails or requests for options to assist with mobility, we acknowledge that you are not and were not obligated to share your personal health history.
  
  Considering the unknown difficulties encountered with the layout of your home, we would like to emphasize that your email is the first notification we received regarding a concern about the stairs in your home. The specifications and design of your home was provided at the living choices, final living choices, design meeting, pre-construction meeting, pre-drywall meeting and final celebration walk through. We strive to ensure that our customers are well-informed about their home, however we have no way to verify precisely what details each customer does and does not comfortably understand regarding their home. Once the agreement and plans are signed at the design meetings before construction, your signature is taken in much the same way as a signature on a mortgage or any other agreement- as an acknowledgement and comprehension of the document being signed. Keystone has learned to be careful not to inadvertently insult our customers by repeatedly asking if they are sure they understand after they signed, and we assume comprehension unless otherwise questioned.
  
  During the process of designing the plans, had we understood the concerns about the stairs we may have been able to provide preparations for future devices like the chair lift. After researching, it appears we did not know. As caring and respectful as I can possibly say this, we are unable to retroactively modify the home's design or provide a concession for the changes you seek.

  At Keystone Custom Homes, we value each of our customers and their unique circumstances. We empathize, to the best of our limited ability, with the challenges you're facing, and we apologize for any inconvenience you have experienced. Keystone never intended to build homes that our customers are unhappy with, and given the market conditions over the last few years, there isn’t any pressure or challenge to selling a home. It’s been such a strong market that we doubled our focus on customer satisfaction, making your experience that much more hurtful for everyone involved. We dont want this result for you or any of our customers. We genuinely hope that you find a way to love your home and address your needs for you and your loved ones.
  

  Thank you for reaching out to us, and please let me know if you have any questions.
  
  Warm regards,
  
  *** ********
  Regional Sales Manager | Keystone Custom Homes
  PHONE EMAIL
  WEBSITE ###-###-#### *********@KeystoneCustomHomes.com
  KeystoneCustomHomes.com
  

  Additionally, as part of Keystone's procedures during the homebuilding process, Keystone has buyers review and sign off on plans.  Attached are two pages of the design plans the ******* signed off on - prior to any construction (please note the Docusign signatures in the top left-hand corner of the pages).  Respectfully, the plans make it clear that the rear entrance garage would be essentially at the basement level and consequently there would be a flight of stairs to the first floor.  Both the "REAR ELEVATION" and "LIVING SIDE ELEVATION" show substantial stairs to the first level of the home.  Keystone is sensitive to *** ******'s medical condition, but Keystone did not deceive or mislead the ******s regarding the elevations and the need to climb a full flight of stairs to transition from the garage to the first floor.     

  Keystone stands ready to work with the *******.  

  Customer Answer

  Date: 09/14/2023

  [To assist us in bringing this matter to a close, you must give us a reasron why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: their agent was aware of my heart attack.

  Additionally, I am not an architect or draftsman with the expertise to interpret blueprints with the exception being room sizes. There should have been a one on one meeting to explain the changes not seen on the model.

  I have found a firm in Rockville, MD that can install a lift to meet my needs. I would like Keystone to split the costs of this lift 50/50 with us.

  Regards,
  
  ***** ******

  

  Business Response

  Date: 09/21/2023

  Keystone remains sympathetic to *** ******'s medical condition.  The plans signed off on by the *******s were clear on their face, not requiring any particular advanced degrees or specialized knowledge.  The lift that *** ****** would like added to his home can be added, but Keystone is unwilling to help provide equipment that was not contracted for during customization of the home, when *** ****** was clearly aware of his medical condition.  

  Customer Answer

  Date: 09/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Keystone states they are ready to work with the *******s but they reject my offer.

  I’m open to what they are ready to work with if they are sincere in this regard.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I I moved into the property in October 1, 2021. In June/July 2021 I notice that my bathroom tub was leaking down into my office ceiling. Keystone came out and open the ceiling in my office and claimed to fix the leak and replaced the base boards in the office. Fast forward to March 1, 2023 I noticed the ceiling in the office was leaking in the same spot. Contacted Keystone and after a month of leaving messages and emails finally got in touch with the contractor that built the house and he stated did anyone contact you yet I said no. He said put in another request through the punch list so I did. It is now May 2023 no one is returning my phone calls or emails not even corporate. Buyers beware.

  

  Business Response

  Date: 05/18/2023

  Keystone sent a plumber to the home to explore the situation.  The plumber reported that the homeowner was twisting/turning the overflow plate/opening upside down to allow more water in the bathtub.  As a result, the seal between the overflow plate and the tub was compromised and water was leaking onto the ceiling.  

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buyer Beware. We purchased a new home with KCH in fall of Q2 and just like many of the complaints below we have major issues with the grading of our lot. When we purchased the home we were lied to numerous times by the sales person one of them being that we could walk the lot and request any trees be taking down. This did not happen and we have now have 3 huge trees (1 completely dead was struck by lightening) that are a danger to our house. These three tree's also have asphalt in and around them that per the township needs to be removed by the developer. We can not remove trees without removing asphalt and if the remove asphalt they will most likely damage the tree roots so it would be KCH and the developers responsibility anyway. KCH also left a major ditch they call a swale that is not according to the plans reviewed by twp. Because of the swale and trees we cannot build a deck on the back of our house now. KCH also left tons of rocks (large) and small, weeds etc. They changed their silt fence location from original plan and tried to lie to us and say that it was line of disturbance and it clearly is not. We bought .6 acres lot from them to have a backyard for our kids and now we are left with a backyard nightmare and are getting no help when submitting via their punch list manager. There is nowhere in contract that says they can leave us with a half finished property and asphalt all through are yard. Seems like many others filing claims also have issues with their lots as well. KCh and developer need to take responsibility together and fix this asap. They have plenty of dirt still on site and the equipment while they are still building other homes here. (I also watched them haul out soil from our site that could of been used to grade my backyard).

  

  Business Response

  Date: 04/20/2023

  Keystone is in the process of addressing many of the **********' concerns and complaints.  Keystone and the developer met on the property to evaluate the macadam issue and we are working directly with the ********** to schedule removal.  A meeting is also scheduled this week to re-shoot the grades regarding the rear swale and to the extent the existing grade does not align with the approved plans, adjustments will be made so it complies.  Keystone generally only disturbs as much land, trees, etc. as necessary to build the home.  Keystone will arrange to have additional trees removed through a Personal Change Request and there is normally an additional fee is charge.  Keystone believes the removal of the trees was discussed by the sales/design departments and there was no PCR  selected to remove the trees.  During the closing process and before settlement, buyers are afforded the the opportunity to walk the home and property and identify any issues/problems with the home and/or property - basically a punch list of items for Keystone to address after closing.  There was no mention of the trees on that form.  With regard to the silt fence, it was originally set for overall site work.  The township approved a smaller disturbance area and Keystone was required to maintain the silt fence at the limits of the smaller disturbance area.  Again, Keystone continues to work with the customer to address their concerns and apologizes for any inaccurate communications.   

• Initial Complaint

  Date:11/11/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home contract signed Feb 2021 in the ******** community and the home is still under construction. Multiple issues were found by my inspector before pre-drywall, but issues still remain even after the project manager acknowledged they have been addressed. I'm not sure the project manager has set foot in the home to verify any of the issues were fixed. Pictures of the resolutions were promised and never delivered. My KCH app shows that the home is complete, but it's not even close. Builders provides no communication whatsoever and leaves the buyer in limbo. I was notified 4 business days before closing that the home will be pushed out another 25 days, and now currently at 2 business days before closing and have no received confirmation of whether the home is complete. When I drive by, it is clear we will not be closing in 2 business days. Items not installed are to be refunded, but they will not be taking the price off the home price, meaning I need to pay transfer tax on items they do deliver. There is no accountability within this organization at any level other than the design staff.

  

  Business Response

  Date: 12/06/2022

  KCH is actively working with ********* on the settlement of his home. Acknowledging there has been delays &change of construction manager. KCH continues to have diligent & open communication with **********. Any issue that has been brought up, has been heard & dealt with to the best of Keystone's capacity. Frequent meetings have been followed through since the complaint was made. Inspectors list was full of recommendations and not necessarily violation codes per specs. As of Monday 11/28, the U&O was received and ***********'s lender has been contacted to see when they will be ready for settlement.
  

• Initial Complaint

  Date:10/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed our contract in September 2021 for a new house to be built. We signed our contract because we were emailed a settlement date of 16-20 months. It said the long lead times were due to worker / material shortages at the time, and the 20 month date was a conservative time frame. It also stated the land should start development in Fall 2021. When I asked why the development wasn't moving forward yet in winter of 2021 the response was "The land was too wet to get equipment on site, but we are set to start first thing in the spring." In the Spring of 2022 when I noticed the land development still did not start, I was told "there was a problem with the demolition company, but everything is still expected to be on time." Land development has started in the summer of 2022. After 12 months of signing a contract, I was finally notified there are delays in the development. They provided an explanation that was completely different from what they have told me in the last 12 months. I was told to email the Director of Sales. He provided a vague response about the status of my home. After 13+ months, I still do not have an estimated settlement date. On 3 separate occasions the Director of Sales has completely ignored my emails. I feel like Keystone has not been very honest with me from the start. It is the biggest financial and life decision I have ever made in my life, and I feel I was misled into signing a contract with empty promises. I feel Keystone should be held responsible when they provide dates and expectations to customers, especially when customers make financial decisions based on the information they provide. Keystone has completely failed to maintain a deadline, and has failed to pass along important information regarding the development.

  

  Business Response

  Date: 11/15/2022

  KCH is aware of the deadlines and delays pertaining to ********************** & frustrations that came along. KCH has always maintained clear and accurate communication to the best of our ability. The obstacles encountered were & are due to the pandemic delays with approvals. As explained to ********************* in the October 10 correspondence, delays of any sort do not benefit the builder. KCH stands by all commitments that were made to our buyers and we will continue to find and work through all possible solutions to honor these commitments. KCH understands how these delays impact our buyers both financially and on a customer satisfaction. Should there be a financial impact due to rates, KCH has partnered with many of the best lenders that can provide creative solutions to current rate concerns. We will continue to communicate and provide the most accurate updates with ***********************

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Building with Keystone has been a nightmare from the first day. We were delayed over a year and now that we moved in- the house was never completed. The ** promised us several things and now ignores all of our communications. We still have unfinished windows, a house that was never cleaned. We were promised a home inspection and now being ignore when we ask about it. Grading has not been completed to a point that county can complete permits. Stairs in the house were never completed and were promised to be fixed, and have not been. Floors were installed poorly and are already coming up. Walls are crooked and not at 90 degree angles. Dishwasher has never worked. The trades didnt' work with the other trades causing countless damage. Floors are scratched, bathroom vanities and tubs chipped. Master bathroom tub installed in wrong area. Broken garage window. Broken garage doors. The list can go on and on. We have contacted the general contract and his bosses and we receive no response. It is my hope that this message will make people aware to never work with this horrific and unprofessional company. The financial and emotional stress caused by Keystone custom homes is beyond measure.

  

  Business Response

  Date: 10/17/2022

  Keystone regrets that the home building experience has been challenging and not met their expectations.  While not an excuse, the building industry has been hit especially hard by supply chain issues and labor issues - with the construction manager  and/or regional construction manager for this community changing during the construction of **************'s home.  Keystone will reach out to ************** in the immediate future and Keystone's VP of Construction and it's head of warranty services will set up a meeting at *************'s home to review what work needs to be completed and/or fixed.  Hopefully, this will resolve *************'s concerns.  

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our 400k house is only two years old and it already has several issues. First year was luckily covered by their warranty so basically any issues with the build quality the would send someone to fix it. We had a few issues like a couple loose shingles on the roof, nail sticking out of carpet, paint scraps on the exterior during constructions, floorboard shifting and cracks, wide gaps on the kitchen counters and the water heater going out during our first week of move in. Then after the first year, issues were still coming up like more floorboards shifting and creating gaps. But the most recent issue pretty much tells you how the build quality is with keystone custom homes and because the one year warranty has passed they wont do anything about. We recently found out that our kitchen ceiling is leaking. The leak is coming from the master bathroom on the second floor and we also noticed a second spot is forming from the family bathroom on the second floor as well. Ive sent them the images and they basically deferred us to our home insurance. We have been checking every nook and cranny during first year and that leak was never there. I like to believe the reason why we had so many issues is because our house was constructed during the midst of the pandemic (January to June 2020) and we had several shut downs so there were many delays. And these delays caused the company to quickly assemble the house in order to meet deadline but the quality of the build take a hit. They need to meet deadlines because the longer it takes for them to build the house the more money they lose from property taxes and etc.

  Customer Answer

  Date: 10/12/2022

  I have not received any response to complaint 

  

  Business Response

  Date: 10/17/2022

   The response to this one will not be well received by the homeowner but the reality is, as they admitted, they have been in the house two years and things that they are mentioning, primary the apparent leaks, are only covered for a period of a year. 

  James *. E***********
  
  General Counsel | Keystone Custom Homes

• Initial Complaint

  Date:09/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a custom home with several upgrades to include level 2 carpeting in all of our 2nd floor bedrooms and our 1st floor office. All rooms are experiencing carpet bubbling and they have been out once to fix it. It is obviously apparent that the carpet was never installed correctly and needs to be completely redone. We have emailed the company and warranty section, left voicemails and no one has gotten back to us. This carpet isn’t even 2 years and it’s been repaired once which it shouldn’t have even needed since it’s brand new. New carpeting does not bubble unless not properly secured.

  

  Business Response

  Date: 10/17/2022

   There is a meeting at her home on 10/27 with our flooring specialist and a “Home Care Technician” to address their concerns.
  James *. E*********
  
  General Counsel | Keystone Custom Homes