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:05/30/2023

  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.

  We purchased a brand new ** from ******* *****. In Oct *************************************************************************** slides. We were stranded and our ** was under warranty. We called Keystone and they had ** deal with ******* who makes the control panel to troubleshoot. ******* Techs worked with us for months and said our ticket stays open until resolved. In Feb 2023 ******* finally said they have exhausted all possible issues and it has to be something in the trailer wiring. We went back to ***************************** said we are now past our warranty and refused to help ** on multiple occasions. During one call Keystone told ** we had to pay out of pocket which we argued that we should not have to when we purchased a brand new ** for a warranty and this is an issue caused by them. We called ******* and had a technician come look because we were stranded and Keystone repeatedly refused to help us. They determined the **************** were damaged due to bad wiring from the manufacter. When we purchased the *** we also paid for an extended warranty. The extended warranty refuses to pay for an issue that is caused by Keystone and has 2 year warranty on parts needed: ********** has video evidence on the wiring being installed wrong when the ** was manufacturerd. We paid $85k for a brand new ** to have a warranty and avoid issues like this. Keystone refuses to help **.Keystone and the company that makes the invertor will not will respond to emails or call ** back. They both conveniently ignore ** until after the warranty expires. ********** made multiple attempts on our behalf and is also getting no response. We have been stranded at an ** Park since Oct 22 costing $625 per month. Today, ********** fixed our ** which we paid for out of our own pocket. We have paid nearly $1500 in parts for an issue that is caused by keystone installing the wiring incorrectly when the ** was built. We should not have to pay for this and want to be reimbursed for all parts & labor

  

  Business Response

  Date: 06/14/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. and *******************. We will reach out to the ********* directly to assist in any way that we can. Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:05/24/2023

  Type:Product 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.

  Bought a brand new keystone cougar 5th wheel back in May 2022. The camper has been nothing but problems. It has only been used 3 times and spent rest of its life at dealership for repairs. Everytime we use it more problems arise. I reached out to keystone multiple times over the course of months and no one would ever get back to me. It was until about month or so ago after numerous calls some got back to me. I bought a camper expecting to be able to use it and it has been at dealership since October of 2022 and I still don't have it back. It's best to call me during the week at ************. I can't even began to tell you the he'll I've been through with this camper

  

  Business Response

  Date: 06/14/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **********************. Keystone has not denied participation with manufacturer related concerns within the warranty. Should a future concern arise, we fully intend to address the same. We do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 06/14/2023

   I am rejecting this response because: camper still not fixed. It's spent 90% of its life at dealership ******** we use it more falls apart I just want a camper I can use without going back for repairs. At this point I want my money back so I can buy a different camper. I have gave more than enough chances to make it right
  
  
  

  

  Business Response

  Date: 06/23/2023

  We show no current record of open and outstanding repairs at this time. Keystone's response in this matter will remain unchanged. That being, should a future concern arise that is determined to be a manufacturing defect, we will resolve within our warranty terms. 

  Customer Answer

  Date: 06/26/2023

   I am rejecting this response because: we just got camper back after being at dealership for 7 months, first time back camping with it, and got another 2 pages of things falling apart, had to bring it back to dealership where it is now sitting again, this camper is a lemon and I'm sick of bringing it back for warranty repairs every time we use its ridiculous
  
  
  

  

  Business Response

  Date: 07/10/2023

  Thank you for the additional reply. Keystone RV will solely move forward with repairs that fall within the provided warranties. A representative has attempted to reach ********************** to assist in this process and will be reaching back out directly.

  Customer Answer

  Date: 07/12/2023

   I am rejecting this response because: Every time we used this camper more and more things fall apart, now we noticed last weekend when camping, exterior is starting in get bulges and bumps in it, this camper has been nothing but problems since day one and is full of manufacturing defects, when I talked to Monique at keystone a few months ago, she told me they were having tons of issue with the cougar models with bubbling and bulging in exterior and now I'm having more issues with that also and things keep falling apart inside camper, it's ridiculous I paid good money to have a camper I can use without having to return for warranty every time we use it, and now my warranty only has a month left. keystone needs to buy this lemon back I have tried reaching out to them and getting a response back or any help from them is next to impossible, keystone has to have one of the worst customer services I have every experienced.
  
  
  

• Initial Complaint

  Date:05/22/2023

  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.

  We bought a 5th wheel trailer made by Keystone in May of 2022. There was a warranty on the trailer and a lot of warranty work to do. We do not live where we bought the trailer. I got the ok from Keystone to use a repair shop near me. They did the first round of warranty work which took a long time since it took months for Keystone to approve and send parts. We have submitted the quote for the second round of repairs plus 2 recall notifications to have repaired and we cannot get Keystone to approve the work or send the parts. The repair shop has submitted all the requested information and pictures and it has been almost 2 months and no one will reply to me or the repair shop. We need these things repaired. It is a brand new trailer and they are responsible for these fixes plus the recalls.

  

  Business Response

  Date: 06/06/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. As of 5/31/2023, we are awaiting further information from the non authorized mobile company hired by **************. Upon receiving the needed information to show if a manufacturers defect is present, we will authorize any determined defects to be remedied. The most recent communications with the mobile service were on 5/30/2023 and 5/31/2023. A voicemail for return call was left for ************** on 6/1/2023.

  We certainly appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 06/06/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.  I have been trying to work with Keystone for a year.  They noted that I hired an unauthorized dealership to do my repairs.  I got authorization from Keystone to use that repair shop since all of the other preauthorized dealerships were backed up for 6-8 months doing warranty work and repairs.  Also, I do not live close to the preauthorized dealerships.  It has been months since the most recent quote for repairs was submitted.  The repair shop did not get any approvals or parts sent to them and no one would reply to me.  I did receive notification from the repair shop that Keystone did contact them yesterday and they are requesting additional information but nothing has been resolved.  I also have 2 recalls that were sent to me by Keystone that have been submitted to the repair shop to get done.

  I am disappointed in the quality of craftmanship of our brand new trailer.  People spend a lot of money on these trailers, and you would think that they would be built better.  Then you have to deal with the customer service to get it fixed.  We spent months trying to get things fixed instead of out enjoying the new purchase.

  If all of the issues are not resolved i will be filing an additional complaint.

  
  

  Thank you.

• Initial Complaint

  Date:05/17/2023

  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 bought a camper from camping world in mid june of 2022. Before i got to camp with it ifound out it had a bad leak and ceilling and furniture had been compromissed. Reported to dealer **** , however after looking into it it was worst then anticipated had mold everywhere on the slideout and floor all around slide out. showed the dealer and they agreed it was real bad and advice me to anticipate a re haul or replacement because it was bad. I was mad but it seem like i wasnt stranded , i mean it was going to get fixed i guess? Well after weeks they were still waiting on direction from keystone. Turns out they didnt feel the trailer needed to be taken to the back and burn to kill all that mold! Instead hacked all into it and did the worst patching job ever i was never shown the inside of the trailer so im not sure to what extent they removed the mold but the floo just got the visibble parts cut and removed and now its noticible with debris caught in between so its just a matter of time before thats broken through. Thats only caught because its not covered like the rest of the repairs under slide out or walls ,ceilling?? Im not sure so constantly wonder what awaits. The biggest issue prior to all this was the lack of commitment ,communication ,dedication! They kept changing their mind about swapping out the trailer with a new one at least 3 seperate times to then make it seem like i made my self think that they said i was getting a new camper. **************** is damaged goods theyve been through bad people so they just treat you like your trying to be slick. Uncompassionate i repeatedly as them to try and put my shoes on. That all i could think was what if i had put every ***** into this camper i would be crazy. How can this company be considered to be a main manufacturer.

  

  Business Response

  Date: 06/06/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. As of todays date, warranty repairs for this unit have been authorized and it appears said repairs were accomplished months ago. We are not completely sure what **************** is referring to in areas of this complaint however should future issues arise, we will remedy through the provided warranty. 

  Customer Answer

  Date: 06/06/2023

   I am rejecting this response because:
  
  Nobody has reached out about my repairs ,extended warranty. I never got a explanation on why 10 to 12 hrs of work. took 7 months? or why they change their mind about replacing the camper over all. Show me written policy or any explanation as to why i was staying at a hotel for longer then needed the repairs are noticible and concerning. on the floor it was patched in noticible sections and debris stuck inbetween sub floor and sheeting. No pictures of repairs logs inspection findings nothing documenting the loss of this" brand new camper" that i never camped on , everything still had stickers / plastics on. So to have to take it in for servicing ?? Thats a defective product! So warranty was claimed ? Ok mold and waterdamage is now ok,  i guess?.. when the dealer said that they would work on switching it out because of how much mold it had. 

  

  Business Response

  Date: 06/12/2023

  Keystone RV didn't complete the repairs to offer guidance on the timeframe they took. Our records show no going back and forth on this unit with numerous communications between the ******** and Keystone representatives . One request for repairs came in within the first year of ownership and it was authorized for the needed repairs to be completed. 

  Customer Answer

  Date: 06/13/2023

   I am rejecting this response because:
  
  I still have no communication from keystone rv. In regards to my initial inquiries or clear understanding of  who approved the work order or denied  the replacement of unit. the protocol of repairs.

  Customer Answer

  Date: 06/14/2023

   I am rejecting this response because:
  
  

  Well im sure keystone rv  as a manufacturer they mostly deal with the dealer i assume but as for my case ive spoke to multiple ppl on their team, **************, ************ ,******* they obviously must encouter this frequently and avoid phone calls. Besides shouldnt it all be recorded? All im saying is that they had me waiting for 7 months and now... its not important?? Not right. If they need to throw the dealer under the bus then thats what they need to do but not answering questions is playing into fault here.

  

  Business Response

  Date: 06/16/2023

  Thank you for the additional contact. Upon review to ensure no facts were missed, our response will remain unchanged. 

  Customer Answer

  Date: 06/16/2023

   I am rejecting this response because:
  
  Thank you for taking time to reply, im sorry but im not understanding the answer i guess. did keystone not reject the replacement of the defective trailer?? Was ******* ***** not working under guidance from keystone?? Does keystone not athorize and or ***** WORK ORDERS for the repairs of trailers?? Please take time to gather facts because i waited 6 months for my brand new camper (unused!) because of this.

• Initial Complaint

  Date:05/05/2023

  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.

  We purchased a 2022 Keystone 3700FL 5th Wheel in October 2022 which remained in storage at the dealer's location until April 2023. Once we picked it up and hooked up to a water supply, we determined that the tankless water heater was defective as evidenced by three pinhole leaks in one of the copper lines. We contacted Keystone who requested that we send them pictures and videos, which we did. The Keystone representative then told us that we had to have an RV technician diagnosis the defect even though my husband is a Master Plumber with close to 40 years of experience and is perfectly capable of diagnosing and replacing the water heater. I was also told by the Keystone representative that Keystone would not reimburse us for the $150 service call and would only reimburse for the market value of the charge for the diagnosis. We followed their protocol, had an RV technician look at the heater and he returned the same diagnosis that we had provided - a defect in the water heater as evidenced by three pinhole leaks. He also indicated that a whole new water heater was needed as the existing heater was compromised due to being saturated with water as a result of the leak. Keystone sent a message that they were sending a new heat exchanger to which the technician replied that a whole new heater was needed due to safety concerns of the circuit board and other components being compromised. They proceeded to send only the heat exchanger anyway which the technician does not want to assume the liability of installing due to ************* concerns. Keystone also indicated that there was no way to bypass the water heater, so they didn't care if we had to go without water. The tech proved them wrong, thank goodness! I'm a 65yo woman who has been without hot water for over two weeks now. This issue could have been resolved quickly if they had simply sent a new water heater which my husband was willing to install at no charge.

  

  Business Response

  Date: 05/22/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. Keystone along with the manufacturer of the water heater determined that the heat exchanger needed to be replaced. We understand that ******************** then replaced the complete water heater after sending the heat exchanger. We certainly appreciate you bringing this matter to our attention however the approvals provided were in accordance with the warranty.

• Initial Complaint

  Date:05/04/2023

  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 purchased a keystone hideout 175BH about **** months ago for $20,000. Within a month (hadnt even taken it on a trip yet, and its only been on TWO. This has RUINED BOTH MY kids camping trips!!! And Im a widow with seven kids, I cant afford too much I work HARD FOR MY MONEY!!!) there were two issues, the hot water heater went out. And the awning came unplugged. They were able to fix the water heater at the dealership where I purchased it at no cost to me because it was so simple, basically a manufacture defect. They said. They were unable to fix the awning because we were going on our first trip in it so we were not able to wait nor could send a qualified technician out to repair it before we left. The dealership told us it could wait until we got back because there was a one-year warranty on manufacturer defect on it. So we werent pressed. We just had to take it back because the roof was leaking basically coming apart down the middle, the toilet is overflowing on its on because of crappy material that was put in. (MANUFACTURE DEFECT) And the awning was still unplugged. They were able to plug the awning in, but I have to PAY FOR IT OUT OF MY OWN POCKET. We had even tried to plug it in ourselves!! To no avail. The salesman who sold it to us said in the 25 years hes been doing this. Hes never heard of an awning coming unplugged like this. This is the crappiest product Ive ever spent my money on, and I am very unhappy. I want IN THIS ORDER either a REFUND. A REPLACEMENT FOR A BETTER PRODUCT or are the least a repair at NO COST TO ME. I ALREADY SPENT ENOUGH ON THIS C*** My lawyer will handle it if you guys cant

  

  Business Response

  Date: 05/19/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ***** ********. The subject recreational vehicle was purchased in May of ***************************************** to ** in April of 2023. Keystone authorized a repair to the warranty covered complaint submitted to **.

  As of May 5th 2023, this RV is outside of the limited one year warranty however remains within the limited three year structural warranty. Should a new complaint arise, we would encourage Ms. ***** ******** to schedule with her authorized dealership. Thank you again for bringing this matter to our attention. 

  Customer Answer

  Date: 05/19/2023

   I am rejecting this response because:
  NOW its out of warranty!!! I alerted campers inn/they alerted you BEFORE the one year warranty was up and I even had to pay $50 to fix the awning at that time (it came unplugged due to CRAPPY manufacturing!!!) and its STILL NOT WORKING!!! I REJECT your response because its A LIE. I was told it was going to cost me a few thousand dollars to fix itWHICH WAS BEFORE LAST MONTH..
  
  

  

  Business Response

  Date: 05/22/2023

  Thank you for the additional reply. As relayed in my original response, the submission came to ** approx a month before the one year limited warranty expired. The item that qualified for warranty coverage was authorized. 

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because:
  
  I was told it was NOT COVERED and I had to PAY for it. So then youre saying ********************* is lying to me? I STILL NEED MY CAMPER FIXED OR REPLACED. 

  

  Business Response

  Date: 05/31/2023

  Again, the one complaint since purchase that was deemed warranty was authorized for repairs to take place. Any non warranty, damage or maintenance items were not authorized. 

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service 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 2022 ******* travel trailer in June 2022 from the ***********, ** ******* *****. We are a military family stationed in ** currently but are legal residents of **. We mailed our original Certificate of Origin to the Hillsborough County, ** *** office for titling and registration. The documents were received by them and scanned into their system then lost in the mail after that. The *** does not track their documents unfortunately, so I have no way of getting this certificate back. The *** will not proceed without an original or duplicate (no photocopies), and I cannot obtain a duplicate from anywhere except the manufacturer - Keystone **. I have spent hours on the phone and email with Keystone, ******* ***** and the ** *** without progress. I am told by both the ** dealership and the *** that these documents are duplicated regularly by other manufacturers. I cannot title or register our family's camper without this and am not at fault for it being lost by the ***. This is our second Keystone camper, so we are HIGHLY disappointed by the lack of customer service. *************************** has been exceptionally rude and unhelpful in our email and phone conversations. In closing, I simply need a duplicate of our Certificate of Origin so that I can title and register our camper. Until then, it sits on our property unable to be used because everyone refuses to assist with this simple request.

  

  Business Response

  Date: 05/19/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. *********. According to our records, he has received what he needs to proceed. Should that not be the case, we would encourage him to reach back out to ** directly at ************* during normal business hours. Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 05/19/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:05/02/2023

  Type:Product 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.

  On February 28 2023, we looked at used campers and decided to buy a brand new one so that we would not have any issues. We signed the contract on the camper with ******* ***** in *********** *******. After all papers were signed we were told they did an inspection on the camper and found a few minor issues, and that they would have to submit a warranty claim and would call ** when the parts came in. We were told it has water damage and must have had a leak while it was on the lot and that they sealed up the leak and would repair the water damage. They gave ** an *** for d/s rear slide wall panel, outside kitchen, rear wall of kitchen island and outside kitchen seal. We were then called and told the parts came in and we could bring it in for the warranty. We brought it in and got a call that the damage was a lot worse than they thought and that it must still have been leaking because they said when they opened up the wall there was more wet water and damage. They now are saying that the roof, ceiling, walls and slide all need repaired due to water damage which then in turn we will be dealing with mold issues. When we took the camper back for the *** they only repaired one outdoor kitchen drawer and the panel on the wall. The service tech advised ** that they kitchen door was bent causing the water damage on the outdoor kitchen. After reaching out to ******* ***** and Keystone they are both putting the blame on the other company and not helping resolve any issues and we are getting nowhere and want our money back. We do not want a brand new camper with this many issues and water damage all throughout the camper. The service tech that walked the camper with ** informed ** that not only did the back slide have damage the entire slide of the living room has water damage as well. Also found multiple cosmetic issues all throughout the entire camper. Please help ** get to a resolution of this before we contact our attorney.

  

  Business Response

  Date: 05/18/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. Keystone RV provides multiple warranties at the time of purchase to ensure our customers are covered. To date, we have fully authorized for repairs of manufacturing defects to take place. We do appreciate you bringing this matter to our attention though.

  Customer Answer

  Date: 05/18/2023

   I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  We bought a 2023 Cougar 5th wheel in July of 2022. We didn't even get to take the camper off the lot for months due to problems. The slide wouldn't close properly, the heater and a/c didn't work due to not being wired properly and other things. We got to bring it home about a week before we went on vacation for Christmas. We took it on vacation and realized there was other problems. The power plug for the 50 amp was broken, the grey water valve wouldn't close and other things.. (we had an uncomfortable vacation). It went back to the shop the day after we got back to town. It was in the shop for about a month, until Keystone would approve the repairs. When we went to pick it up again, the touch screen for the electronics controls wouldn't work. We had to leave it there to be repaired. After another couple months of going back and forth with Keystone for repairs, we got it home again..we set it up in the driveway, because even though we owned it for months, we only had it in our possession for about 2 weeks. We camped in it in our driveway over night and it rained... we were woke up by water leaking through the skylight. Back to the shop again... a few weeks later they called ****** to get it.. Finally... we got it home and the front slide wouldnt open.. I called the shop back for another repair date.. A brand new camper we paid thousands for and have owned for going on a year, we have had in our posession for about 4 weeks total. Keystone could have a 10 year warranty and never get a claim if no one gets to take their camper out and use it... We are so sick of this lemon we don't know what to do.

  

  Business Response

  Date: 05/16/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. Upon complete file review, it appears that any warranty related complaints submitted to ** have been approved for repairs with no denials in coverage. Further, the provided one year limited base warranty was extended already and remains in effect until September 30,2023. In addition to this, the three year limited structural warranty is in effect until July 30, ****. We certainly appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 05/17/2023

   I am rejecting this response because: Not all the warranty work has been approved. The camper is currently in the shop waiting for warranty work because the slide stopped working AGAIN. The warranty work takes months to be approved, and every time we pick the camper up from the shop, we have to take it back within days for more work to be done. The camper is an absolute lemon. We have only had the camper in our possession for 4- or 5-weeks total in almost a year of owning it. The warranty could be 10 years, and it wouldn't matter if the purchasers never get to use it to find all the repairs that need to be completed. The warranty would just run out and then the repairs are on the owners. The company has horrible business practices when it comes to passing off unsafe and unusable products off as good enough. Keystone and *************** sells a bad product that is riddled with cheap parts and horrible workmanship. The company holds off on approving repairs for months, so they can burn the warranty timeframe and s**** the customer. Absolutely disgusting abuse of customers.  I will stay as far as I can from Keystone products in the future. 
  
  
  

  

  Business Response

  Date: 05/22/2023

  Thank you for the additional reply. There is in fact a current pre authorization in the system that was approved within ********************************************************************************************************* our system is a little less than 4 days over a weekend. Generally all pre authorizations received are responded to within 48 business hours of being received. Nonetheless we have not denied any warranty repairs and will continue to honor our warranty in this case. 

  Customer Answer

  Date: 05/27/2023

  I am rejecting this response because: The company's statement isn't what actually happened in this situation. We bought the camper in July of 2022. When we went to pick up the camper the A/C didn't work, so we didn't take possession. It was later determined that Keystone didn't wire the A/C correctly at the factory, so the dealer had to wait for Keystone to get back to them to approve the work and come up with an idea about how to fix the wiring. When Keystone finally got back to the dealer months had passed, but it was finally fixed around mid-September. We went back to pick it up the camper's slide wouldn't close, so we couldn't take it home. It took until about 2 weeks before Christmas before Keystone approved the repair, and the parts came to get it fixed. We finally got the camper and took it home. We left for a winter vacation in ******* around Christmas. When we finally got to a campground to plug in the camper, we found out the electric wasn't working form the power cord, the grey water valve was leaking, the trim was falling apart, nails were coming through the floor, rubber seal was coming apart on the front of the camper, the water heater wasn't working, and the keypad to control the camper wasn't working. We took it back to the dealer for repair again (Mind you, we only had it in our possession for 3 and 1/2 weeks since buying it) We dropped it off around December 31st and waited for approval and repairs until March. We picked the camper up and stayed the night when we noticed the skylight in the bathroom was leaking. We took it back into the dealer. They repaired it about 2 weeks later, and We got the chance to pick it back up March 20th. We got it home and the slide wouldn't open. The dealer came to our house and picked the camper up on March 22th to take back to the shop. It stayed there waiting for approval and repair. We finally got the chance to pick up our camper. We are just asking for the warranty to be extended, due to the fact that we have only had the camper in our possession for just over a month in the almost a year that we have owned it; and due to the multiple problems found in that time, we are afraid we won't find all the problems with the camper until after the warranty is over. The warranty length doesn't matter if you can never see the camper to find the multiple problems that need repaired. 
  
  
  

  

  Business Response

  Date: 05/31/2023

  We can certainly appreciate the additional reply however, the response provided was based on time dated and stamped information. This was not an opinion or guestimate.  

  Customer Answer

  Date: 05/31/2023

   I am rejecting this response because it is obvious this is going anywhere. It is also obvious that Keystone produces a subpar product, and they are not willing to stand by their products. I can't blame them, I wouldn't either after looking at the lemons they are dumping on the public. I was asking for an extended warranty, due to the repetitive issues and extended time in the shop the lemon from Keystone has had since buying the RV.  Keystone is afraid to back their product. Keystone is a shady company. 
  
  

  Customer Answer

  Date: 09/07/2023

   I am rejecting this response because:
  
  The last complaint against Keystone was negotiated to the point of the company saying they were covering all warrantied work. I took my camper into the shop AGAIN, it literally has been in the shop more than I have had it since I bought it. Keystone said they approved all warranty work, but they have denied claims, which were 100% manufacture problems repeatedly. Currently the camper is in the shop to get a repair done, because the screws holding the floor together are coming through the floor and are painful when you step on them. This is 100% a manufacturer defect and should be covered by warranty. I am asking that Keystone repair the product which was manufactured with an error.
  

  

  Business Response

  Date: 09/13/2023

  Thank you for the additional reply. In fact, all warranty requests have been authorized for repairs to take place. If the item being referred to is the carpet nails, it is also approved for repairs to take place. We thank you again for reaching out. 

  Customer Answer

  Date: 09/13/2023

   I am rejecting this response because:
  According to the service **** of ******* World the nails coming through the floor in the bedroom and hall havent been approved. Can someone contact them with the approval. Thank you
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Product 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 order a Legacy, full body paint trailer when it got here. It has places underneath that were not painted. The fridge has a crack on both sides of the shelf and need to be replaced. The floor has a rip in it and needs to be replaced. thats not counting the countertop, a piece of glass in the cabinet needs replaced the sink in the kitchen needs replaced. I bought it at camping world in ********* *****. We live in ****. I was told I could get warranty work done in ********* at camping world after getting down here I find out this is not true we are still waiting for the *************** to OK everything the paint Has to be done by an outside shop now Im being told it Has to go all the way to ***** ***** from **** to be done. This is ridiculous on $125,000 trailer.

  

  Business Response

  Date: 05/16/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. To date, all warranty repairs submitted by the dealership **************** notified of the concerns, have been approved for repairs to take place. There are no outstanding warranty complaints not responded to in this matter. We appreciate you bringing this matter to our attention.