Keystone custom homes Reviews

We have experienced delay after delay starting with our feasibility study. The majority of the delays occurred during pre-construction before applying for permits such as waiting for plans. They missed deadlines we needed in our real estate transaction for the purchase of our land and their constantly changing timelines including what is in their KCH app. The extensive delays during pre-construction have eliminated the buffer for delays during construction. We had to request a construction deadline extension from our lender and we still do not have a concrete date of delivery. We thought that we would be in our home in April/May, but the delays and journey continues. We are now experiencing a delay regarding cabinet delivery which will push our home completion to mid-November. I've asked if we could use a different supplier or product due to the cabinets being on backorder. I've reached out to Keystone regarding different issues and concerns multiple times throughout this process including an acknowledged discrepancy in plan dimensions, but have not been offered any solutions.

The pandemic has changed all of our lives. Some things are out of our control, but some things we can proactively adjust to and avoid.. Here are a few generalized proactive suggestions based on our situation.

1. Make sure staff can handle the higher demand or inform the customer of realistic timelimes before signing the contract so they can make an informed decision or plan their lives accordingly.

2. If there are delays/problems with the receipt of permits as a result of the pandemic, have someone follow-up with the County on a week to week basis. I called several times and they had no problem giving me status checks.

3. If plans are posted on a website for customers to compare/contrast dimensions of the different houses and use for furniture layouts may not be accurate, have someone double check the accuracy before posting.

4. If there are known supply chain issues with wall ties or cabinets, order items earlier, source out additional/alternative suppliers, and follow-up. ( I did this for certain items of furniture.)

5. To avoid the installation of an incorrect item such as our gable pediment, have someone double check that the actual product received is the actual product the customer signed off on before installation.

6. To avoid an inaccurate appraisal when the cost approach is used for the build on your lot program, make sure that the correct elevation and options are sent along with ensuring that both the cost of the land and build of the house are presented to the lender.

Keystone putting an unwanted walking path in our backyard...

We moved to sweetbriar creek 2 years ago. My husband had to convince me to move into our development after being a country girl at heart. The lot we chose was backed up to woods. There was one house beside us and power lines running on the other side, which ment no house could be put up. He won me over and we moved into sweetbriar creek development.



1 week ago construction started at sweetbriar creek after 12 years of nothing. The roads that are over 12 years old that have never been paved are now getting paved. A bridge connecting the development is going up. And now the gossip that our neighbors told us about a path in our backyard, is now becoming a reality.


continue mindlessly with this unwanted path....

Sent from my Verizon, Samsung Galaxy smartphone

I live in Brooklawn development and Keystone purchased one of our lots. All summer they have not mowed this lot although HOA requires. Keystone is ignoring requests to maintain this property. This lot is surrounded by little children; this improper maintenance is breeding ground for ticks, groundhogs, mice, and snakes. I would be pleased to update this review when/if Keystone comes within compliance. If not, I will continue to post negative reviews here, on Facebook, etc

Updating as of 9/16, someone is mowing today. I have upgraded my review to a 2. This mowing will need to continue throughout the growing season. If it is, I will be happy to update; if not, I will co time to post negative review as noted above. Please be sure debris is removed as some are more than 4 high.

****BUYERS BEWARE***** We made the mistake of trusting Keystone Custom Homes to build us a home which they promised would be ready summer 2021. We gave a downpayment to hold our lot in October or 2020. Prior to choosing our lot, I expressed a concern about the marshy area behind the lot. I was promised by Jim Spurrier who is the property advisor that it would not be a problem and even showed me pictures of what the marsh area would look like. We decided to trust him and go forward with the process of building the home. We had our first design meeting in November of 2020, which we were told we would 3 of. March 2021 is when the lies and excuses for postponing the process began. We were now told that there was an environmental issue behind our lot and that the county was not going to allow any building until there was grass growing in that area. April of 2021 we went to see the property in person and saw for ourselves that the excuse they gave us was no longer an issue. We then spoke to Jim again in April who wouldn't even respond for weeks. Emails, calls, no answer. Fast forward to May, they now told us that the county was now requiring them to build 2 houses prior to ours and that those houses wouldn't even be done till maybe the fall. When we asked for written proof of the county's statements for the delay, Keystone refused to do so. After so many back and forth and constantly calling and emailing them, they finally decided to offer us a refund. The inconvenience this caused us is indescribable. We had the money to purchase a home before the market skyrocketed. We trusted them and they lied. Now the housing market is overpriced and we can no longer afford a home in this market.

I do not recommend building with Keystone Custom Homes in the Kensington Community. They use the cheapest contractors and give them extremely short deadlines to turn. They are more concerned with profits than putting out a quality product. The contractors used by Keystone Custom Homes in this community are very sloppy. We have had plumbers in our home constantly for the past year, eventually developing mold due to an improper seal on our bathtub. Keystones warranty department refused to remove the flooring to check for further mold after it was discovered between the first and second floor and said if they did remove it they would not replace it. After removal mold was discovered which forced them to honor their warranty.

We have also had the entire homes drywall repaired since moving in, loud banging when walking over AC duct work, numerous cabinet replacements, and gutters not secured to the home. Gutter repairs for overflowing consisted of them drilling one deflector straight into the roof of our home through the shingles.

Services: Design, New construction

It has been over a year since we purchased our home and we are still waiting on the building process to even begin. We signed a contract in July of 2020 and were told our home would be finished by March of 2021. We were also told once building began, it would only take 3 months to build. We sold our home expecting to be moving in to a new home and now are living with family while we are told one excuse after another. Emails and deadlines are constantly ignored. We finally received permits in July 2021, which made us think the building process would begin, but no. We have been waiting just to schedule a pre-construction meeting before construction can begin. The first email we received said the meeting would be 5-7 days after receiving permits. The KCH app said it would take up to two weeks. Both deadlines have passed and the meeting is still not scheduled. So more than a year after signing a contract and putting a large deposit down without even breaking ground on our home. We don t even have a completion date yet. If you want a home completed in a timely fashion, please look elsewhere. I m hoping once our home is completed, all of the stress will have been worth it, but we are really tired of waiting at this point. Keystone is too focused on selling more homes and does not care about building the homes they sell.

Services: Design, New construction

What an unprofessional company!!!!! My husband and I were looking to possibly purchase a custom home from Keystone. After trying to call, emailed several times I was unsuccessful in getting any response by phone. What a sad state of affairs when a company can t even pickup a phone and have to decency to chat with a prospective client! Online chat is the only form of communication I could get! I went to 2 model homes developments in hopes of just a quick chat to get a few questions answered and both times the ladies were rude and indicated the model was open from 12-2! So I guess the staff is unwilling to speak with you if it s out of those 2 hours? This is such poor customer service, hard to believe a large company such as Keystone would do business this way. You ve lost this customer!!!!!!! There are lots of companies that would love my business and one of them will get it. Disgusted!!!!!

Originally supposed to close in June but the construction manager was up front and said realistically it would be mid to late July. I have lost track of the number of times the closing date has changed since even Aug 1. The last two dates we were given one was tomorrow 9/8 (they ensured us this would be doable) which was changed to Friday 9/10 and now we are being told that s not going to happen. I have had to reschedule appliance and furniture deliveries, time off requests from work, among other scheduling issues, multiple times. My husband must travel for work for 3 weeks leaving 9/14. We arranged everything so we could have me and the kids settled into the new home before he leaves and now because of their lack of coordination and control over their subs and the quality of the work their subs do, it looks like we will not be able to close until he returns in October. Our family has been in limbo for months & their lack of consideration for families is disgusting. I understand material delays and having to accept IOUs but they have the certificate of occupancy and we are being held up because of painters that were supposed to be there weeks ago don t show up when they are supposed to and did a terrible job so now we wait til they fix it and clean their mess. The one painter that speaks English laughed at us yesterday when we said we were closing Friday, he then informs us he is not scheduled to come back until Thursday so no way we are closing Friday he said. Thank you for that info and ruining the weekend. Not all the subs are bad, the flooring and electric guys worked til the wee hours of morning when they were scheduled. Kudos to those two subs (even though things were missed, they came back and fixed it quickly). As for responsiveness, our construction manager replies on average in 3 days but many times he has responded quicker. As for upgrades, I highly recommend you not going through them. We knew we would pay more for upgrades but never imagined how much more. For example, they charged us $1756 for under cabinet lighting that they got for $20 on Amazon! And yes, they left the Amazon box so we looked it up. So much more I could share but not now. The house is beautiful but Keystone has taken the joy out of building our home and put our family in a very uncomfortable position.

Where to begin? As a brand new owner of a Keystone Custom Home I have discovered that it takes a village to sell a home and that was exactly what took place. From the top execs to the new home advisor everyone handle us with A+ treatment. In the current business world that we live I've discovered that most companies tend to value their potential profit more than the treatment of the consumer but that was not the case with Keystone Custom Homes. Our new home advisor (Tuan) was very thorough throughout our purchase experience letting us know in great detail the endless home options this company offer and also having an ear listening closely to our decor ideas taking them all into account and working to achieve them in the most cost effective way. My wife and I did not start out looking to build a home and to be quite honest building a home was not even on our radar but Keystone truly made building a home easier and more efficient than battling with other home buyers in a congested market with very low inventory. Our construction manager (Joe) was transparent and if he was a physician I would classify him as having very good bedside manner. He prepared us for all the things that could possibly happen during the building process and I could honestly say we were not caught off guard when something went array (which is extremely common in any new construction project). The Keystone Experience I dubbed (TKE) has truly broadened my family's scope from here on out to only building new homes and bypassing the resale properties. I must say that everything was not perfect but their white glove treatment with my wife and I really covered up their imperfections. From quality materials to employees Keystone truly has all of their bases covered, God Bless!