Warranty Procedures

Completion of punch list items in a timely and professional manner is a concern for everyone. We are continuously trying to improve this aspect of our business in order to deliver the highest level of customer satisfaction possible. Below is the procedure which must be followed in order to deliver the quality of service you deserve. All customers should carefully read their warranty so you will be aware of what is covered. Keystone quality home underconstruction

New Customer Procedures

Pre-Closing Punch list:
One to two days before closing, Keystone will perform a walk through with the customer. At this walk through a detailed punch list will be generated and both the customer and Keystone representative will receive a signed copy. Keystone will address as many items as possible before closing. If the punch list is significant you or Keystone may decide to postpone the closing.

The pre-closing punch list should be completed within 30 days unless parts are not readily available. Please note that all cosmetic items must be identified at the pre-closing walk-through per our warranty.
30 Day Punch List:
Approximately 30 days after you move in, if additional items are noted you should contact Keystone to perform a second walk-through. A "30 Day Punch List" will be generated and given to you at this point. Keystone will make every effort to complete this punch list within 30 days. Please note: No painting items that develop after the 30 day punch list are covered by Keystone's warranty.
Urgent Punch List Items:
If an urgent punch list item arises that cannot wait for the 30 day walk-through, the customer should call Alyssa at 508-835-1707 or fax the item to the office (508-835-1708). Verbal notice to any Keystone representative does not constitute notification of a punch list item. A Keystone employee will contact you within 24 hours to set up a walk through or to schedule the work.

Existing Customers / One Year Punch List

Emergency Items:
Follow the above procedure #3 for urgent items. For emergency items page Fran Breault at 860-802-4037 or notify Alyssa if during normal working hours.
One Year Punch List:
Additional punch list items should be faxed or mailed to the Marlboro office 1 to 2 weeks prior to your one year anniversary. You will receive written acknowledgement that Keystone has received your list and an estimate as to when items will be addressed. If you are not contacted within seven days, please contact Keystone again. We will make every effort to complete the items within 30 days. Please note that outside the thirty day walk-through and the one year walk-through, we will only be addressing urgent punch list items.

Punch List Completion

When an item is completed we will request a sign-off from you acknowledging satisfactory completion of that item. If you are not home when the item is repaired, we will leave a carbon copy of the punch list work order with the day, time and name of person who completed the item. If you do not agree the item was completed you must notify the Marlboro office, otherwise we will delete this item from our system.

Missed Appointments

Missed appointments by Keystone employees or sub-contractors are unprofessional and unacceptable. Please assist us by notifying the Marlboro office if anyone misses an appointment and does not notify you in advance.

Verbal Notification

Please note that verbal notice of punch list items does not constitute proper notification to Keystone. Despite our best intentions, it is impossible for us to effectively address punch list items in this manner. All punch list items must be processed though the office to ensure their scheduling and timely completion.

Cosmetic Items

Cosmetic items tend to be an area of confusion. Cosmetic items include, but are not limited to, countertop scratches, mirror issues and chips to the tub or shower. Because of the nature of these problems, Keystone cannot warranty any cosmetic items not noticed at the initial walk through.