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:10/03/2023

  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 closed on my home in April of 2022 from ******, military. When I finally arrived stateside in June of 2022, I immediately noticed deficiencies within the newly built home. I contacted my real estate agent, ********************* who then put me in contact with a representative from Keel Custom Homes. I began working with *********************, a project manager in the company, some deficiencies were handled shortly after working with ****. Until about October things were still coming about so as I contacted **** again, he assured me to compose a list of all things still occurring and they will be further addressed at the one-year walkthrough in April of 2023. I intentionally waited until 12 April 2023 to further address more concerns as I was told to do so by *********************. I reached out to **** via cell for about an entire week or even more of 12 April 2023 only for my calls to continue to go directly to his voicemail. After the week of no answer from ****, my husband contacted him via cell and his call was answered immediately by *********************. After the phone call my husband had with ****, he was put in contact with ****. We've been working with **** since May, with work beginning in June of 2023. When the walkthrough was done with my husband, he assured him that a French drain could be installed because of the lawn flooding due to the dip between our home and the neighbor's home which is only on our side of the property. If our yard is grated properly as **** is now recanting, why wasn't there any contact with the neighbor's builder to address the issue? We still have nail pops and tape lines that have yet to be addressed and **** is accusing us of wanting a free paint job according to the conversation that was had with him on yesterday 02 October 2023. As I've been expressing to him over the past four months, this was not a small *****K investment. This was a well over $400,000 investment to have always received subpar treatment throughout this entire process and unprofessionalism.

  Business Response

  Date: 01/03/2024

  We are saddened to hear that you were anything but thrilled with your Keel experience. Through the following steps, we feel we have addressed your concerns:
  1. Provided documentation from the manufacturer of the dry stacked stone showing the installation was done correctly. The neighbor's stone is a different product and installation technique. We have let our designers know that you were not happy with that selection that they made, prior to your involvement with the property.
  2. Grading contractors took care of a high spot in the swale, where the water drains from the yard to ensure better drainage. A french drain was a suggestion for potential options if you wanted to try to further eliminate water from showing itself in your swale but not a requirement for proper drainage. 
  *********** had the paint touched up initially by a contractor from the 1 year warranty walk. Every spot that was pointed out to us was marked with blue tape. Each spot or nail pop was fixed and Keel was billed for the services. A copy of this invoice and the email to the contractor containing the list of tasks was provided.
  5. Arranged for a visit with the drywall and paint contractor to look at any concerns and verify work was done properly.
  We have taken all of your concerns back to each respective division within our company and are using them to improve our processes moving forward. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a home March 2022.Brought up issues regarding standing water on several occasions, I had a contractor come out to assess what the builder is telling me that I dont agree with. I was advised that the areas of interest need a set of drains to run to the rear of the home in order to prevent standing ******************* issues. I have brought this concern up several times in person and by email over a year now and still have no results. I have been given several random excuses in my opinion to not fix the issue, I was told my property warranty was voided due to installing a fence but not shown it in writing, next I was told its due to the fence install and that I changed the grading, I was told the neighbors water is causing the issue with my yard because they are running it too much along with mine and its causing the pile up. One side has no irrigation and the other side runs on opposite cycles so we dont flood the area, next Im told there was a grader that looked at it and said its good. I was told that it would be too expensive to have a grader come out and he cant justify that need from what he can see. I have never seen the grader physical come out to my home. I can only assume an assessment was done through photos taken which does not accurately reflect the natural actual sights of concern. They sent me a letter saying they evaluated it and using some building documents, and all these things. Ive explained that the point of failures are at least 3 feet before the fencing where the water stands. I have asked for a copy of the assessment. They refuse to provide it and was sent a virtual tour of the home for selling which I explain is the exact same nothing has changed to the property. Im trying to get the issue corrected to prevent further damage to the grass. The area in which they are calling a swale is requiring some type of drain to be installed and/ or a change of grading. See the attached photos and letter sent to address it.

  Customer Answer

  Date: 07/19/2023

  Attached are some of the images I provided and the letter from **** s as a response

  Customer Answer

  Date: 08/15/2023

  Hello they have come out to address the issue to attempt to correct it.  Thank you for the assistance.