Complaints

This profile includes complaints for Keystone R V Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keystone R V Company

  2642 Hackberry Dr Goshen, IN 46526-6811

  
• 

  Keystone R V Company

  3000 Westgate Pendleton, OR 97801

• 

  Keystone R V Company

  PO Box 2000 Goshen, IN 46527-2000

  
• 

  Keystone R V Company

  12628 SE Jennifer St Clackamas, OR 97015-9046

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:06/12/2025

  Type:Order 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.

  We purchased a 2024 keystone Montana and the have a warranty plus purchased an extended warranty.. Keystone refuses to help resolve payment and reimbursement issues. We were told to send them the broken part and they will send a label to send it back and pay for the repair.. This part was put into the 5th wheel defective. It caused extensive damage to the under carriage of the rig. They have been dragging their feet for 3 months.. **************** person we have been dealing with is ******** ******** ************.. if we cannot get this resolved we will have no choice but to file a lawsuit for repairs and monetary reimbursement

  

  Business Response

  Date: 06/18/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mrs. ************ Her current representative has now received the required documentation and is processing the request as it was originally agreed to. We appreciate you bringing this matter to our attention. 
  
  

  Customer Answer

  Date: 06/19/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am

  hoping they will follow through with what they have communicated they would do..which is reimburse us for what we had to pay for poor workmanship on our 5 th wheel.. 

  
  

  Thank you.

• Initial Complaint

  Date:05/07/2025

  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.

  We purchased rv in late March 2025 used it once at noticed 2 major issues with the brand new rv trailer. The air conditioner did not run more than a few hours before not blowing cold air. The sealant and molding around shower is coming off. We took immediately to dealership to get fixed. It has been over 39 days and the parts still havent arrived to dealership to be fixed. I have called keystone 3 times now and they say there isnt anything they can do to speed the shipping process of the parts.

  

  Business Response

  Date: 05/19/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ********** Parts ordered show as shipped and delivered. Should Ms. ********* have additional questions, our customer care team can be reached at ************* during normal business hours. 

• Initial Complaint

  Date:05/06/2025

  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.

  We purchased a new fun time ** to enjoy with our grandchildren. This ** has been in the shop more than with us less than a year. This time we winterized it as required, got it out to clean it up to use it for the first time this spring. Water was spewing everywhere in the back of the *** According to the repair shop the tank less hot water heater froze over the wintertime. We had purged the waterlines with air as well as the tank and added antifreeze. I do not understand how this could have frozen, none of the other pipes or lines were frozen or busted. I have read a lot of negative feedback on these tankless heaters. We just would like this fixed and the ** back so we can finally use it. As stated above it stays in the shop months at a time and we are not using it yet I am paying for it. Was purchased July 12th (another nightmare) shop July 26 picked up 8/3, (not fixed). 9/13 in for more repairs - picked up 11/13. back in the shop for the water heater issue 4/12 - current.... The fact that it has been in the shop those number of times for a 2024, workmanship is shoddy. my table is still not a bed because it doesn't fit correctly I don't trust it to hold a full size adult. I thought Keystone was one of the better manufactures. Please just fix this so i can continue to try to enjoy this. I have to drive to *********** in June to get my three grandchildren whom adore this thing, and the reason we have it in the first place. It being in the shop has already cost me hotel rooms and missed opportunities with my mother.

  

  Business Response

  Date: 05/19/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ****** Freeze damage, such as what has occurred with Ms. ***** water heater is a warranty exclusion. This would not be the result of a manufacturing defect coverable by the warranties supplied. Should Ms. ***** require further guidance on winterizing her RV, our customer care team is available during normal business hours at ************* and would be happy to assist. 

  Customer Answer

  Date: 05/27/2025

   I am rejecting this response because: I believe these hot water heaters have greater issues than freezing. When my pipes had no damage, this should be covered.  Additionally- my RV is currently sitting at the dealership waiting on Keystone to approve repairs to my roof for the second time. This RV is not even a year old and my entire roof has come off. Totally unacceptable workmanship. This RV has been in the shop for over a month. I have a very important trip planned in two weeks and now will be required to get hotel rooms due to this setback. One very very unhappy camper/ customer and will never buy another ********************** product again. This RV is a lemon. 
  
  
  

  

  Business Response

  Date: 06/02/2025

  Thank you for the additional reply. As the roof complaint was determined to be a warranty coverable complaint, it was approved for the repairs to take place. We appreciate your feedback. 

• Initial Complaint

  Date:04/28/2025

  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 purchased this camper a ******* lantern 17 R on March 8, 2025. I noticed a bubble along the roof line that stands the whole width of the roof and I reported it immediately to camping world of ***************. That report was on April. eight ************************************* to my service advisor. ****. I proceeded to take the camper to camping world of ********* and for them to look at it they submitted the claim to Keystone RV company, and they denied the claim and said that that was normal ! The rubber roof is bubbling and its only a month old and I asked them to fix it and they denied my request. I talked tothe advisor at Keystone and she said that this was normal. It is not normal to have a rubber roof start to bubble and peel back the Structural roof because down the road I am going to have problems with leaks. I have a pre-authorization number from camping world showing where they submitted the claim to Keystone RV company Keystone customer service : ************ PA # ******** they have refused to fix my roof and it is a brand new camper

  

  Business Response

  Date: 05/01/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** *******, seam pops and wrinkles do not affect the performance of the roof membrane. These are the effects of thermal expansion and contraction and would be considered a normal occurrence. We do thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:04/15/2025

  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.

  Purchased a 2024 Keystone ********** in July 2024. During our second camping trip, the awning detached itself from the side of the camper. Keystone is refusing to obey warranty after returning to dealer and dealer advising that the manufacturer is at fault.

  

  Business Response

  Date: 04/28/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******* The complaint was deemed to be caused by something outside of a manufacturing defect by both our company and the manufacturer of the awning itself. As our warranty provides coverage for manufacturing defects only, we have declined participation in this matter. 

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  
  The camper was left camping world for months. Camping world repeatedly submitted information to Keystone advising them the arming arm was not installed properly. That it was installed and not secured to the wood stud causing the arm to come loose and fall from the top of the camper. Keystone however keeps advising that an outside source caused the damage. Knowing if an outside force hit the camper. There would be more damage than what was caused. The awning fabric is not damaged. The extending arm for the awning is not damaged or bent. It is only the arm that secures to the campers exterior wall.  Keystone is denying the claim and knows they are in the wrong. 

  

  Business Response

  Date: 04/28/2025

  Thank you for the additional reply. We certainly wouldn't speculate to what caused this complaint to occur. Our objective was to verify if a defect was present to cause the concern. Neither our company nor the manufacturer was able to locate one. 

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:04/01/2025

  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.

  We purchased a brand new 5th wheel from ****** RV in ********* . On 7/19/2023 , we purchased this trailer with a few scheduled repairs off the start . Those repairs were made and we started using our new camper. The h*** that took place after this transaction was at the fault of the manufacturer Keystone. And some neglegance of Klines RV . First camping trip we were on where it rained , the front master bedroom floods , and continues to flood all weekend, we dont understand why we call the dealer . After inspection we find out there was not ever a seal put on the closet slide from the manufacturer (keystone) . Now our bedroom and closet slide has been flooded . Dealer put seal on slide stated it was left off from manufacturer . Another few camping trips , the bathroom starts flooding every time shower is used . We think maybe its the way the door is ect it happens a few other times we are scared to use it , we bring the issue to the dealer . We find out the shower drain was never connected to the drain pipe . From manufacturer. We find there is also a pin nail from underneath the shower floor that broke through from pressure on the shower floor ( anytime it is used) and the dealer concealed it with a patch. Another camping trip , we realized water is leaking from somewhere into underneath, pass through storage compartment. We take to the dealer 4 separate occasions to have fixed. My husband finally fixes it, and finds nail through pex pipe from the manufacturer. To sum up the rest of the story , we have had tank wash out spray into inside of the trailer . Issues with the power jacks . Issues with latches in the doors and seals on the other slides. Issues with the stove k**** smoking and hot to the touch and then the indicator light stuck on i definitely. Then opened the trailer last spring to water damage throughout the trailer and underneath storage and moldy closet. Finally it is at keystone and we are still getting nowhere and they will not total it.

  

  Business Response

  Date: 04/10/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ********* We have reached out and are currently working directly with Ms. ******** towards a final resolve. We appreciate you bringing this to our attention.

   

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 purchased a new travel trailer from a local retailer of a keystone model 1900RBWE. On the retailer's website and the manufacturers website two items listed as being standard on this model were as follows 1. 12v heating pad on all holding tanks 2. 12v TV, CD/DVD/AMFM/DVD *************** The first of which was a major selling point for me.Neither were included and after reaching out to the Keystone on several occasions. I was told it was a marketing error, and no resolution was offered.Both website still currently list these items as standard

  Customer Answer

  Date: 03/31/2025

  Replacement and installation of missing items

  

  Business Response

  Date: 04/08/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** I was unable to locate the information Mr. **** relays is active on our website for a 2024 Cougar West Coast 1900 however it does appear to be available in the 2025 Cougar 1900. I did complete a search for his unit in particular and was able to confirm that his RV build is correct with no missing components. We certainly appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because:
  
  My unit was listed at manufacturers website and at dealer I purchased from as having 12v heat pads on all holding tanks.  Currently listed at other dealers In My area as having this feature standard in this model and year. 

  

  Business Response

  Date: 04/09/2025

  Thank you for the additional reply. While we would not respond on other companies website postings, nor have we seen them, our response as it pertains to the Keystone RV website remains the same. That being; We are unable to locate the information Mr. **** relays is active on our website for a 2024 Cougar West Coast 1900 however it does appear to be available in the 2025 Cougar 1900.

  Customer Answer

  Date: 04/10/2025

   I am rejecting this response because:

  I received a VM response from Keystone customer service *** confirming that the 12v heating pads on all holding tanks was listed on their site for the 2024 model and that it was a marketing error. The fact that it is not currently listed that way just means they fixed the error. The fact remains it was mis-advertised on their site and the distributors site when I researched my purchase. The attachment taken today shows a listing from a Keystone distributor in ***** advertising it as having the heating pads as well.
  
  

  
  

• Initial Complaint

  Date:03/26/2025

  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.

  Purchased a 2023 Keystone **** 30ripr last year. It has been in shop over 6 times for various issues and repairs. Recently on of the roof panels was falling due to lack of workmanship and proper materials for a constantly moving vehicle. Staples are used to hold panels up and they were failing and the roof panel was falling. Sent to dealership for warranty work. Work was performed and upon inspection it was an unacceptable repair. Larger holes were created in panel and filled with putty and it looks like garbage. Not to standards I would expect from Keystone. Spoke to dealership and they called in for warranty to cover a new panel, it was denied. Escalated complaint to Keystone (******* ******- regional customer service manager) and they reviewed pictures and their market fixed operations director said that the repair were as per manufactures specifications. This is unacceptable! Dealership has been relatively good with helping, however, since it is a repair issue, it should be converted by the dealership to make the customer happy.

  Customer Answer

  Date: 03/26/2025

  Unit is under manufacturer warranty. 

  

  Business Response

  Date: 04/03/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******* Outside of the original normal warranty request being submitted and subsequently approved, we have had no further communications regarding this complaint. If Mr. ****** would like to reach us to discuss the coverages his warranty would or wouldn't provide, we can be reached during normal business hours at ************** We appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:03/18/2025

  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 purchased a brand new keystone hideout in August 2023. On the day of purchase, the owner, **** ********, verbally promised and included in the contract that the damaged cabinets (peeling) would be replaced within 30 days. He said the manufacturer used the wrong adhesive on laminate doors causing them all to peel. I have on record as well an audio recording of his promises to replace all cabinet doors. Despite multiple follow-ups, I received no response until December 2023 when I was contacted by warranty representative *****, who visited the camper three times to measure the cabinets, requiring me to take time off ******* early 2024, I was contacted by ***, the new warranty representative. Art came in late February to install some cabinet doors, but the work was incomplete due to a drill battery issue, requiring a second visit to finish up installing a couple of doors. June 5, 2024, Art informed me that he was leaving Budget RV, and my case would be reassigned to ****** I have not received any further communication from ***** or the company. I was informed Budget RV could no longer get cabinets from keystone due to account on hold. August 2024, I reached out to Keystone manufacturing and spoke with **** ********. She informed me that keystone was no longer doing business with Budget Rv due to Budget Rv demanding money for defective cabinets without providing pictures as proof. Turned out Budget Rv wasn't able to provide proof because they had sold the defective campers at full price wile attempting to pocket reimbursement money from Keystone for cabinets they no longer had. As of today, I am unable to sell the camper due to unresolved damage and unfulfilled promises for repairs.The failure to complete repairs is a breach of both verbal and written agreements made at the time of sale. Failure to follow through with verbal and written contracts is breach of contract for *********. Budget RV in ********** is the establishment Keystone chose to do business with.

  Customer Answer

  Date: 03/19/2025

  The time of sell at budget rv Royce city tx was in August 2023. Owner ***** ******** has not completed work on camper that he promised verbally & in contract would be completed within 30 days after purchase. I bought/still paying on  extended warranties for camper as well & camper is still under warranty.
  All cabinets and face frame of cabinets were peeling at day of purchase. The only reason I bought the camper was because the owner promised he would replace. Keystone manufacturing in 2024 said they would help me but then went quite.  Please see full details in complaint. 

  

  Business Response

  Date: 03/27/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ******* While we would not respond to any communications between Ms. ****** and her dealership as we were not privy, this RV remains in the structural warranty. Should there be an applicable outstanding defect, we would encourage Ms. ****** to schedule an appointment with an authorized dealership for inspection and repair consideration. We thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because:
  

   I am writing to formally request resolution regarding a defective camper I purchased brand new. The dealership has acknowledged that the wrong adhesive was used on this model, and I brought this issue to Keystones attention on April 14, 2024. At that time, **** Browo, a Keystone representative, assured me that she would assist me, but unfortunately, she has since stopped responding.

  This camper has had defects from the moment I bought it, and I have been fighting for a resolution ever since. I do not have a truck or a way to transport the camper to a dealership for an inspection, which adds to my frustration. I need Keystone to take responsibility and stand by their product.
  
  I am requesting one of the following resolutions:
  1. A full buyback of the camper due to its manufacturing defect.
  2. Adequate compensation for the defect and the inconvenience I have endured
  
  
  

  
  

  

  Business Response

  Date: 04/03/2025

  Thank you for the additional reply, however in order to process repairs that fall within the remaining structural warranty, the recreational vehicle would need to be assessed by a dealership. 

• Initial Complaint

  Date:03/17/2025

  Type:Order 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.

  My RV slide had a recall, it was repaired by the distributor here in **********, **, ******. The factory didn't disclose the slide recall repair would cause additional issues. I seek out a private consultation which cost me $358.40. When I contact the factory, I learnt that the recall repairs caused more problems. The factory only covered 3 hours when the full service took 5.5 hours to complete by their distributor. I paid $613.38 CA out of pocket. I would like to recover my out of pocket cost. Especially, that fact that the factory was aware and didn't disclose the issues. I attempted to connect with them on multiple occasions and they have declined to response.

  

  Business Response

  Date: 03/27/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. **** The slideroom advisory was a service advisory not a safety recall. It was submitted to us for completion on or about September 3rd 2023 and the industry standard repair time was authorized. On or about November 26 2024 a separate complaint was received with the request for authorization. We again authorized the appropriate time for repair completion. We thank you for bringing this matter to our attention and remain available for any further questions Mr. *** may have at **************  

  Customer Answer

  Date: 03/30/2025

   I am rejecting this response because: According to Keystone Website advisory KSB-****** does say if jammed or inoperable requires action and flat time of of 5 hours is authorized .The slide on my trailer was jammed and inoperable
  

  
  .

  

  Business Response

  Date: 03/31/2025

  Thank you for the additional reply. To reiterate our position, the time authorized for the two non affiliated complaints over a year apart, was the correct industry standard time to complete each repair. We again appreciate to opportunity to respond to your concerns.