Complaints

This profile includes complaints for Orlando RV's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orlando RV

  485 State Road 436 Casselberry, FL 32707-4912

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  Orlando RV

  860 W Fairbanks Ave Winter Park, FL 32789-4715

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:05/18/2023

  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.

  Purchase date: 09-09-20
  KEYSTONE IMPACT Travel Trailer T29V
  Price: $45,706.83
  Complain: From time of purchased, I HAVE SPENT A LITTLE OVER $3,000.00 IN REPAIRS.
  Front decal separation, replacement of bathroom sink and countertop, Ruptured gas line dispenser, slide out seal separation, Broken support couch lag, AC thermostat replacement, complete AC replacement,
  Rubber roof separation which started apx. 6 months after purchased, "was reported and was advised it will go away". Presently it has extended through out the roof from front to back. I was advised to have it inspected , the cost was $90.00 by Orlando RV... Finding was submitted to KEYSTONE AND repair was denied.
  Note: The 3 Cs as they noted was reported within the first 6 months..
  However, I was advised that "they would not do any repair and it was noted 2023 I have no idea what that means and the representative would not explain.
  
  Very disappointed with how everything was handled from the time of sales to this point 05-18-2023, I believe I goy a lemon..

  Business Response

  Date: 05/18/2023

  This customer did have several repairs covered with warranty coverage.  However, the Keystone unit only comes with a 1 Year Warranty starting from time of purchase and a 3 year structural warranty.  Orlando RV cannot extended a factory warranty.  This means if he had failures after the manufacturer warranty this would be customer pay for repair.

  We did submit for warranty approval for the roof on May 10, 2023.  With the customer complaint for roof was bubbling.  Because there was no damage to the membrane and the roof was not leaking the factory declined warranty coverage.  But did note to file incase of future roof decking failures.  As this unit is covered under the 3 year structural warranty.  The customer is welcome to call Keystone Customer Care should they not agree with this decision, *************

  I believe Orlando RV supported the customer with proper sales and service.  If he is not agreeing with the manufacturer or believes his unit is defective then he should speak to the manufacturer.