Keystone Custom Homes

I rarely leave negative reviews, but after my experience with Keystone Custom Homes, I feel a responsibility to share it so prospective buyers can make an informed decision. Just over a year after buying our home, I can honestly say this has been one of the most frustrating customer service experiences I've ever had. My biggest issue involved a drainage problem on my property that I believed created a serious safety hazard. Instead of addressing the issue promptly, I spent months trying to get Keystone to take it seriously. During that process, I sent nearly 100 emails before meaningful action was finally taken. In my experience, progress only happened after repeated escalation and discussions of potential legal action. Communication was equally frustrating. On multiple occasions, contractors entered my property to perform work without notifying me beforehand or obtaining my permission. Regardless of the reason, I believe homeowners deserve advance notice before someone comes onto their property. My concerns go beyond my own home. I currently serve on the Board of our homeowners association. Although the HOA exists, Keystone still controls it because the community has not yet been turned over to the homeowners. As board members, we have very little authority to resolve issues or hold the builder accountable. One of the most disappointing examples has been the condition of our community's common areas. This is a luxury neighborhood where many homes sell for well over $1 million. Yet there were extended periods when common-area mowing and maintenance were not performed to the standard I believe homeowners should expect. Homeowners were left looking at neglected common areas while the builder remained responsible for maintaining them. I'll be including photos so prospective buyers can judge the condition for themselves. For a builder selling homes at this price point, I expected exceptional quality, responsive customer service, and accountability when problems arose. Unfortunately, my experience was the exact opposite. I felt like I had to fight for every conversation, every update, and every repair. Every builder will have warranty issues. What separates a great builder from a poor one is how they respond when those issues are brought to their attention. Based on my experience, Keystone consistently fell short. My recommendation, based solely on my personal experience, is to look very carefully at other builders before choosing Keystone Custom Homes. I would not build with them again, and I cannot recommend them.

My experience with Keystone has been fairly good so far, except when an issue arose with our kitchen island. We wanted an accent island with a different color (green) to stand out from our kitchen cabinets, which is cream. If you didn't want to spend more money to have cabinets all around the island, we were not told the replacement would be a cheap white drywall. Why would anyone want a 1/2 green 1/2 white island? We paid extra money for the island to be sage green, not 1/2 of it to be a white drywall. After we expressed our dissatisfaction, we were told we would have to fork out money to pay for the drywall parts to be skinned to match the rest. This is completely unacceptable since we thought we were getting a 100% green island AND we were NEVER told it would not be entirely green. It's not noted anywhere in the design contract so I am extremely infuriated that this cost is not being waived due to the design of the island was not clearly stated from the beginning.

If I could give it several minus starts I would. Bought a house built by Keystone only 8 years ago and the quality is plain awful. The floors bounce A LOT, there is no real heating in one of the rooms, the house makes cracking noises, the ceiling in the family room is not straight (in one area you could see the tape wasn't put in properly), and I could go on and on. I reached out to Keystone mainly because of the floors bounciness since this is due to the floor joists installation and they told me that I'm the second owner and the warranty only extends to the first owner. I looked up the manufacturer specification of the floor joists and it looks like the ones they put in should've been at 1/2 the distance - no wonder they bounce like crazy. Don't recommend this company at all.

Keystone sub contractors destroyed our private property and private right of away The representatives from Keystone made promises to us landowners to restore our road to existing conditions and did not perform the work that was promised! I have made calls to Keystone and nobody responds. Two representatives from Keystone walked the right of way with me and promised that when the project was completed that Keystone would stone and regrade our right of way. This was not completed! If the contractor would have researched what salt does to a gravel road our right of way would not have been destroyed.

Keystone only cares about Keystone!!! If you want privacy in your backyard,, DONT build with Keystone! Keystone will put public walking paths in your backyard. You will lose all privacy, have strangers looking in your windows and have to watch your children constantly as they try to play in their yard. Worst development plans I ever seen. Don't be fooled by Keystone like we were. Being forced to move from our home bc Keystone didn't finish plans 12 years ago and now want to put public walking paths right beside our backyard. We did tried talking to Keystone but they refuse to reroute the paths or come talk in person.

I never write reviews. But this company has impressed me. We replaced our 20 y/o deck with a custom deck from Keystone. Honestly, could not of asked for a better crew than Dave, Wayne and John. From the first day on the job and EVERY DAY till completion (5 weeks later) they arrived and were ready to work at 7:00 ... EVERY DAY. Ended the day at 4:00, cleaned up and organized our site for the next day.... EVERY DAY. Dave kept me informed on the daily progress and what to expect to be completed by the end of the week. We had a fireplace included in our project. The mason’s (Gideon and Eric) came to build the fireplace, it was pure joy to watch them work. This project was a major home improvement project for us. It’s difficult to trust a contractor these days to; 1-communicate 2-show up 3-respect your property 4-do real quality work. This company, from designing our vision to the building of it has exceeded our expectations.

Purchased an already built home and while we did not get the “full” experience we really appreciate all the effort that was made to make us feel at home. We are very happy to be moved in and settled so quickly. Just a little sad that the deck we had purchased was not built at the time of settlement.

We had an extremely wonderful experience and definitely will tell everyone about Keystone Custome Homes! They all were knowledgeable, friendly and extremely helpful with the whole process!!!!

Great home builder company. Good communication thru entire process from start to finish. Home is incredibly efficient and beautiful. Would definitely work with them again and I would recommend keystone to everyone!

Exceptional service, support, and friendly advise to achieve your home ownership goals. Keystone went out of their way to ensure full satisfaction and stays engaged long after closing. Their process provides a full range of options and makes decision making convenient and easy. The local subcontractors are well selected and supervised.

Keystone built a beautiful Dream Home for my Family. Working with Keystone Agent and Project Manager was easy and convenient. The team at Keystone made you feel comfortable and garenteed to have our house built by them. Expert Builders and First Class Service with Keystone from Start to Finish.

Very good experience. Very professional and accommodating. Worked well with us on a very custom home. Still have a few outstanding issues, but they are working hard to resolve them.