Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Keystone Homes regarding a deeply concerning matter that reflects a serious lack of transparency and customer consideration. I signed a contract on September 11, 2024, with Keystone Homes for the construction of a Hanover model on homesite #6 at ************, **********, ********. The contract explicitly included a feature called Tall Crawl, for which I was charged $25,050. However, after the contract was signed, On 8th October I was informed that this feature would no longer be included in the construction, and I was asked to sign a new contract reflecting the removal of this feature. Despite the fact that construction began in mid-August and I signed the contract on September 11, there was no communication regarding this change until I raised the issue on October 1st. I believe this constitutes a misrepresentation of the contract, and Keystone Homes Agent has refused to provide clear answers regarding the timing of this decision or why I was not notified earlier. This situation raises serious concerns about contract integrity and customer trust. The lack of communication surrounding this critical alteration not only undermines the agreement we entered into but also constitutes a clear misrepresentation of the terms.I was told by the agent on 6th October that corporate will discuss the high-crawl in a meeting on 7th October and later in an email agent stated that, corporate discovered the home would not receive a Tall Crawl during the prep for the build. However, the prep work was completed by mid-August, and my contract was only approved on September 24, 2024. This timeline raises serious questions about why I was not informed sooner, leaving me feeling misled and undervalued as a **************** ***********************************************************************************************************************************

  Customer response

  10/21/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  11/04/2024

  Hello, this is not a warranty issue its a sales issue. You will need to contact ***** ***** the sales manager. ***************************************************************.

  Thank you, **** Wells   

  Warranty Coordinator

   

  Customer response

  11/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 8, 2023, we gave an earnest deposit of $5,000.00 for the purchase of a townhome in ********* ***. where we were told there would be FULL maintenance of the exterior. We are both in our 70's with health issues and this was the main criteria for purchasing said townhome. We were also issued a $650.00 credit on the electric stove we didn't want installed. After signing the addendum in regards to the stove, Peggy A*******, the Keystone rep, proceeded to white out the figures entirely AFTER we had left the office, she altered the transaction! We were to get a copy of the addendum, but she never sent us one unti 2 days before the closing when we noticed the white out and the altered figures. She denies doing so, but we have a copy I'd be glad to mail you as I cannot upload it. We recieved disclosures less than 2 days before the closing, contradicting everything that was told to us at the signing on April 8. We terminated the purchase of the home, but Keystone is refusing to return our $5,000.00. We're both on Social Security and cannot afford to lose $5,000.00

  Customer response

  06/30/2023

  Our documents are too large to upload, but we would like to proceed with complaint.

  ****** & **** *****

  Customer response

  07/05/2023

  No where on our contracted price are the figures $445,056.00

  The contracted price was $435,000.00 with an additional  -$650.00 credit for an electric stove that was not going to be installed so we could apply the $650.00 towards a gas stove.

   

  Also, disclosures were sent less than 48 hours prior to closing, and ONLY SENT after monies were received.  

  Disclosures contradicted everything we were told at signing.

   

  As afore mentioned, we are both in our 70’s, on Social Security, with health issues and felt we were taken advantage of.

  We are insisting on the return of the $5,000.00 earnest deposit.

  Sincerely,

  ****** and **** *****

  
  
  

  

  Business response

  07/06/2023

  We have received your letter regarding your concerns about the pricing of your home purchase and the conduct of our sales agent. We appreciate the opportunity to address your concerns and provide clarity on the matter.
  Upon careful examination of the contract and associated documentation, we have confirmed that the contract pricing for your home has consistently remained at $435,000. The change order issued to you specifically included a credit of $650 for the standard black range and after your Earnest Money Deposit reduced your total to $430,000
  While we acknowledge that the change order listed a previous contract price of $445,056, this amount was intended solely to reflect the total value of the home before the credit was applied. We understand that this discrepancy may have caused confusion, and we apologize for any misunderstanding it may have caused.
  However, it is important to note that the contracted price for your home, as stated in all official contract paperwork, has always been $435,000. Our records and documentation support this fact. We assure you that our company adheres to a high standard of professionalism and integrity, and we always strive to provide accurate information to our valued customers.
  Regarding your mention of terminating the contract, we regret any dissatisfaction you may have experienced. However, in accordance with our policy, the earnest money is considered nonrefundable in the event of contract termination. This policy is designed to protect both parties involved and is clearly outlined in the contract agreement.
  We understand that this may not be the outcome you were hoping for, but we would be more than willing to discuss any other concerns or questions you may have. Our goal is to ensure your satisfaction and address any issues you may be facing.
  Please do not hesitate to contact us directly to discuss this matter further or to seek clarification on any aspect of the contract or policy. We value your business and appreciate your understanding in this situation.
  Sincerely,
  Tammy S****
  Sales Manager
  Keystone Homes
  

  Customer response

  07/06/2023

   I am rejecting this response because:
  The agreed price was $435,000.00 which INCLUDED installation of an electric stove.

  We did not want the electric  stove and Peggy A******* then said it would be  an additional credit of $650.00 from  the agreed $435,000.00   NOT $445,056.00!!

  No where is $445,056.00 listed EXCEPT for where it was changed on the addendum!  You can plainly see there is white out all over the addendum which was altered AFTER the signing!

  We were also told $185.00 HOA included ALL outside maintenance, but only saw that that wasn't true once we received the  disclosures 2 days (2 weekend days!) prior to closing, and after monies were wired.

  Everything pertinent to the sale happened after monies were sent.  This is not good business practice. We feel because of our age, we were purposely deceived.

  ****** and **** *****

  
  

  Customer response

  07/09/2023

  Can you please send an email  requesting contract showing price of $435,000.00? so I can send it as an  attachment?  When I tried to upload on the BBB form , I get the message it's too large.

  I can send any proof you want though emails, but the BBB form won't let me send it.

  Thank you,

  ****** and **** *****

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  House purchased Oct 2021. As part of the 11 month warranty inspection for the new home (took place in Sept 2022), I brought to their attention a problem at the rear entry door that was allowing moisture and water to leak in. They sent someone out who made an adjustment to the door and caused worse water damage on October 1, 2022. Since that time, they have made repeated visits and repairs and the door still leaks during rain. I have notified them each time it leaks and they send someone else out to address it, but now there is additional damage to sheathing and mold and rot that have begun to set in. Because of the 5 month delay in properly repairing the door opening, there is now water damage to sheathing behind other brick. They had someone repair brick two weeks ago, but no one came back to caulk or seal the door after the brick was repaired. They keep doing one thing to try to fix the cause of the issue, but they don't come back to insure it has been done completely. Now, there will need to be additional work done to framing but they have not fully addressed the exterior repairs that are needed in order for us to move to the interior repairs.

  

  Business response

  02/17/2023

  We have been in contact with the homeowner. We are starting repairs on Monday 2/20/23. Tell us why here...

  Customer response

  02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this complaint, on behalf of my mom who has stage 4 cancer and is currently under treatment. I, as the power of attorney (POA) for my mom, located the property, managed the building of it and closed on the property on 12/13/2021 on her behalf. I am currently, still POA. There have been a list of structural failures with the property from the beginning. On 4/29/2022 and emailed them a list of major issues, one being the crawlspace door on the back of the home not being attached to them home and open and one being the concrete on the porch was incomplete, causing thousands of stringy textures protruding since day 1. Never mind that fact that a tile of the siding of the house fell off and hit me in the head. They fixed the tile and some other issues however there are still problems. I have emailed, called numerous times and have the email chain proving this. Either they just say someone is coming and they don't come, ignore me completely, say they will let a manager know and still there is no resolution. The last email I sent on 7/25, Tina Wells said a manager would come "tomorrow". That never happened and the problem still exist. Today I again asked who the escalation person was so I can escalate this, I've tried to locate a higher authority with no luck thus far in Greensboro, NC.

  

  Business response

  08/25/2022

  Hello, Keystone has fixed the crawl space door for this homeowner.  The installer for the concrete has inspected the porch last week.  Keystone is contacting the supplier to go look at this and advise on what if anything can be done. Thank you.

  Customer response

  08/31/2022

   I am rejecting this response because:  

  Thank you ******* however Keystone has been out twice regarding the porch and all they keep saying for 6 months is “We are looking into it”.
  
  

  
  
  
  

  

  Business response

  09/01/2022

  Sent to Homeowners daughter on 9/1/22.

  We have spoken to the supplier. They said that using a special chemical and then pressure washing it should fix this issue on your porch. Someone will be coming by in the next week to check this and more than likely do it that day. I will let you know when he contacts me with more info.
  
  Thank you,

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have mold growing on my wall, not only that I have mushrooms growing out of my wall, shy of my 1 year I noticed this was happening I contacted them but no response. My children are getting sick and I will have all the doctors info if need be. I will take them to court for punitive damages and emotional distress

  

  Business response

  05/27/2022

  We have no documentation in the house file or in our system of this homeowner contacting Keystone about this issue. She did not send in a 2 month or 1 year warranty list for Keystone to address and did not contact the warranty department. The house has a 1 year warranty through Keystone. She closed 12/2/20. 1 and 1/2 years ago. 

*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. ↩