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:04/24/2023

  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 Keystone Alpine fifth wheel, immediately had issues with the kitchen slide out. Contacted the dealership and was told that it would be min 2-3 months before they could get the camper in to look at it. We take the camper on vacation, and huge list of things break or don't work correctly. We try to get camper in for maintenance around ********** we are traveling to and it is same issue of huge wait times. Finally get camper in with ******* ***** in *******, they have it for one month and fix one issue. We enlist help of Lemon law attorney after that and eventually get ****** motors to take it in for repairs. Just recently was able to see the camper and the Kitchen slide is still not functional even after they reported that all issues were fixed.

  Customer Answer

  Date: 04/26/2023

  Here is the model and VIN number for the fifth wheel

   

  Fifth Wheel:

  Keystone Alpine 3790FK

  VIN: *****************

  

  Business Response

  Date: 05/04/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. She currently has a structural warranty in place until November 27, ****. Certainly if a structural concern is determined, the structural warranty will allow for coverage. We would recommend scheduling with an authorized dealership to make that determination. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 05/11/2023

   I am rejecting this response because:
  I would like to reject this course of action. This specific issue has been a re-occurring issue from the first week we bought the rig. I immediately reached out to the dealership when we first discovered this slide was broken. They told ** it would be a couple months before they could even get it in to be looked at. I was eventually able to have them send out a technician to look at the slide and try to at least get it back in as i was taking the rig on vacation and needed to be able to at least move it. They got the slide in, but again was told that the motor needed to be fixed but that it would be at least a couple month wait time to even be able to take it to their maintenance bay. I was able to use the rig with the slide not put out for vacation and called into multiple other places along my vacation route to try to have the slide serviced. At every place I called i was told the same thing that it would be minimum 2 months before there were any openings for service. About three months go by and a whole host of other issues end up happening with the rig as well and I finally am able to get the rig in at a camping world where I was staying for work in *******, the camping world had the rig for a whole month with a long list of things that needed fixing, including the slide that originally was not working. They only fixed the roof while they had it stating that Keystone was not approving the other warranty items (including the slide). I needed the rig back as i was searching for housing in ******* for a new job and had to stay in air bnb's while they had it, so I took it back with them not fixing any of the warranty items. I finally then enlisted the help of an attorney to work with Keystone to try to get all the things that were broken fixed, we eventually settled and the dealership I bought the rig from originally finally agreed to take it immediately for maintenance. They had the rig, and stated that they had everything fixed so I had my father in law pick it up as I was still living in ******* at the time for my job. Fast forward to April and I am finally able to go see the rig and check it out as I am back in ****, and the first time I try to put out that slide that was broken, it still will not go out all the way. 
  
  So at this point, I dont have a ************ in the people 'fixing' things or the actual rig. Because they either replaced the motor and didnt test to see if it actually worked and sent it out telling me it worked fine. Or the parts used were just so bad that within a couple months of it being 'fixed' like new that it completely doesnt work again. So I dont have faith that taking it back in for maintenance is going to fix the issue. I would like some type of monetary compensation, I really do enjoy using the rig and I dont know that I would want it completely bought back but at the same time I am almost at that point of frustration where I dont want to deal with it anymore. 
  
  

  

  Business Response

  Date: 05/18/2023

  Thank you for the additional reply however our response would remain unchanged in this matter.

• Initial Complaint

  Date:04/21/2023

  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.

  I purchased a 2022 ******* High Country in October of 2022. Included with the purchase is a one year manufacturer warranty from Keystone. On Saturday, February 4th, my family and I drove our RV from **** to ********. Upon arrival we discovered that our slide out wasn't working. We had a mobile tech come out and he said there was no motor attached to the actuator. The motor had fallen off while we were traveling because the housing was not attached with screws, the factory had neglected to attach it. We contacted Keystone on the 6th and it took them four days to get back to **. *****, *************** supervisor wouldn't return calls or internal emails. Meanwhile, we were stuck in ********. The actuator was finally sent to us after two weeks of back and forth. We needed up having to stay in ******** for an entire month. Our mobile tech reimbursement was approved by Keystone after a lot of back and forth on March 30th, 2023. Now, I have received no check, the supervisor will not call me and ********************* who has been handling my reimbursement has stopped responding to my emails. I called on the 17th of April and was told that a supervisor would call me back and no one has. I am owed over 500 dollars. I would like resolution as this has drug on for 75 days now.

  

  Business Response

  Date: 05/08/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. The payment being requested was in fact processed and sent for mailing on 5/4/2023. We do appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:04/17/2023

  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.

  04/03/2023 i purchased BRAND NEW NOT USED A Dutchmen 2022 trailer pin #***************** . from ****************************** in ******** ** . the siding on the driver side front wall bubbled out or came loose from the frame and was pulling away .upon returning to the dealer as per their instructions. they said they will get this fixed and deliver the rv trailer to me because i live over a 100 miles away . as of today 04/17/2023 AFTER SEVERAL PHONE CALLS TO *************** TO GET AN ANSWER. THIS IS WHAT I WAS TOLD BY UPPER MANAGMENT AT *************** MY CONTACT IS *********************. HEAD SALES MANAGER .************ (MENTION MY NAME ************************* AND THEY WILL VERIFY THE ****** DUTCNMEN A DIVISION OF KEYSTONE RV COMPANY HAS "DENIED THE REPAIR CLAIM " . . FURTHERMORE UPON RETURNING THE THE DEALERSHIP THE DINING TABLE WAS LAYING ON THE ***** BECAUSE IT HAS BROKE OFF TH E BASE. AT THE POINT OF DEFECTS THAT DEVELOPED THE TRAILER WAS ONLY TOWED AND DRIVEN ON PAVED ROADS. I FIND THIS KIND OF SERVICE UNACCEPTABLE IN MY OPINION. IF I HAVE THIS WARRANYT REPAIR WHAT SERVICE AN I GOING TO GET IN THE ****** FOR THE DURATIONB OF THE WARRANY . ************************* *************

  

  Business Response

  Date: 05/02/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. Repairs for both concerns mentioned were approved in April of 2023 for repairs to take place. We would recommend **************** discusses the repair portions of his complaint with the service department at his dealership directly. We appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:04/13/2023

  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 ******* ****rl on May 4, 2022. Noticed a deterioration in the fiberglass front cap in September 2022 and photographed the area and made an appointment with ******* ***** of Hanover to have repaired. Appointment made 9/23/2022 and scheduled for 11/14/2022. Unit was dropped off on 11/14/2022 and was there until 3/09/2023 where the claim was denied.

  Customer Answer

  Date: 04/13/2023

  MONTANA
  Model: 3121RL
  Length:
  Serial#: *******
  Chassis#: *****************
  

  

  Business Response

  Date: 04/28/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. *********. We did receive information pertaining to the front cap from Mr. *********** dealership however there is no sign of deterioration or a defect. There does appear to be some damage to it but the warranty is in place for defects not damage. 

  Customer Answer

  Date: 04/29/2023

   I am rejecting this response because:
  
  This unit was never damaged while in my possession. According to a fiberglass technician the gel coat is too thick and does not allow for the proper expansion and contraction stating that it looks like it was repaired. No one disclosed that the cap was damaged and repaired before I purchased the unit. 

  

  Business Response

  Date: 05/02/2023

  Thank you for the additional reply. While we couldn't provide any feedback on what has taken place with this unit since it left our facility, we have no records of repairs to the front cap since the date of production. The only facts we have relative to this claim would indicate damage and we are not in the practice of guessing or assuming how that occurred. 

  Customer Answer

  Date: 05/02/2023

   I am rejecting this response because:
  
  Then if the factory had nothing to do with it and will not take responsibility then it needs to be forced onto the dealership to step up. The two of you need to get together and decide how to make this go away or my attorney will decide. 

  

  Business Response

  Date: 05/08/2023

  Thank you for the additional reply, however our response remains unchanged in this matter. 

  Customer Answer

  Date: 05/08/2023

   I am rejecting this response because:
  
  You are not honoring your warranty commitments and taking the word of your dealer on that the cause was damage. Not accurate and not acceptable. 

• Initial Complaint

  Date:04/11/2023

  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.

  I purchased a 2022 Keystone sprinter limited 5th Wheel July of 2022. I have took it out only twice. First trip, inside moulding coming down, bathroom sink leaking bad, shower pan warped, floor around heat vent very soft, toilet very loose. Took it in for warranty work. Fixed everything except soft floor, they say that is normal, I very much disagree. Took it out again first week of April 2023, still not one year old. Parked, walked in to see the ceiling literally falling down, the water line to toilet spraying water every where, guess when they fixed the toilet they didn't do a very good job putting it back together. As the weekend progressed it started raining. The front slide started leaking water every where, next morning packed up early to leave do to leak in slide, as I pulled the slide in the floor fell out of it, now it is sitting on the main trailer floor. This is my 4th trailer over 35 years. Has the quality actually dwindled that bad ? I feel like this trailer is a real pc of c*** and after the warranty I'm going to be screwed

  

  Business Response

  Date: 04/27/2023

  Thank you for reaching out on this matter. If there are outstanding warranty repairs needed, they would be processed through an authorized dealership. For those items that qualify, we will respond to the submission from a dealer in a timely manner. Our only goal is to honor our warranty and ensure outstanding complaints are addressed. 

• Initial Complaint

  Date:03/28/2023

  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 have had multiple issues since the first time we used our Keystone Cougar ****** started off with the refrigerator not functioning. We finally discovered a reset button and that seemed to do the trick for that trip. The shower door hardware came off and we had to figure out how to reinstall it. The s**** for the roof vent operation handle fell off for both the front and the rear vents. The finish paneling was bubbled and a s**** fell out of the fender trim. Also the shower leaked and there was no electricity at some of the plugs. The very next time we took it out, the refrigerator needed to be reset again and again we had further issues with the electric. We made an appointment at ************* to have the refer and the electrical issues looked at, we explained we thought there was an issue in the electrical system also because the we were not getting the stored power we knew we should be getting. They said they checked these things out but no issues were discovered. We took it out again, this time bringing a generator because we could no longer rely on this units power supply. Exact reason we bought the ** with solar. We were camping with an owner of a mobile ** repair company. Again we had only an hour and a half or 2 of power and that was being careful with what we were using. Other issues as well but apparently not all the issues were documented. We took it out again and we woke up sick and had headaches. We smelt ammonia type smell. Not knowing what that was, we had some other campers help us research it and it was determined that the refrigerator was leaking Freon/refrigerant into the unit making us sick. I understand that some of these issues we were informed should be with the dealer repair center but they represent Keystone and we are stuck with this unit that is not doing what we were advised and were convinced it would do by both Keystone and the dealer. We bought this unit new and thought Keystone was a reputable company. We need help from Keystone

  

  Business Response

  Date: 04/13/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. The recreational vehicle in question was purchased in May of 2021. It appears that there was one warranty submission to us in the last two years of ownership which was approved for the repairs to take place. **************** further reached out to us approx. a month ago and was informed that the complaints would need to be inspected to determine the root cause  through an authorized facility. Although outside of the limited base warranty, if a defect is determined, we would welcome that information and respond accordingly. We do thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:03/09/2023

  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.

  Our camper was purchased new in May 2022. It has had a few big things come up as far as warranty defects. It is currently in the repair shop. The slides on our camper were not properly going in and out pretty much ever, this caused the decal to be scrapped and ruined on one of the side. They are trying to deny the repair (which we heard that's ALL they ever do) that was caused by this manufactured warranty defect. They are saying that we scrapped it with something. The ONLY time that decal is EVER touched is by the slide compartment. They need to hold up their end of warranty repairs, as it is not right to offer warranties and then deny things that are CLEARLY warranty defect!!

  Customer Answer

  Date: 03/09/2023

  2022 KEYSTONE Arcadia Vin#  ***************** 

  

  Business Response

  Date: 03/27/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. To date, any items deemed warranty coverable have been authorized for repairs to take place. We certainly do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 03/27/2023

   I am rejecting this response because:
  
  They did in fact NOT authorize ALL warranty items to be fixed. They in turn tried to blame clear as day warranty defects on us. Until they approve EVERYTHING submitted since it is ALL warranty stuff, I will not be accepting any resolution with Keystone. 

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service 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 bough a 2017 Keystone hideout camper new from a dealer. I was getting large amounts of water inside the camper last year. It has been determined that the top beam of the slide out was bowed down an inch causing an opening in the slide out main outside seal. This opening in the seal allows water to freely enter the camper without restriction. I contacted keystone and they claim its a maintenance item. This is clearly a problem with the design and built of the slide out. I asked what I could have done to maintain this but they never responded directly to this question of mine. I have been camping for 20 plus years had a few campers been to a lot of camp sites and spoke to a lot of camper owners and never herd of maintaining you camper main slide out beam. I have all the emails from the company. I have a video but need to try to figure out how to send it to you. I have one estimate but it doesn't include the parts. I'm in the process of getting a estimate on the parts.

  Customer Answer

  Date: 02/22/2023

  Vin number is ***************** ITS A 2017 KEYSTONE HIDEOUT

  

  Business Response

  Date: 03/08/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ************************* in reference to his 2017 Hideout 27DBS. The subject recreational vehicle was purchased on September 30th 2016 with the manufacturers warranty expiring nearly 6 years ago in September of 2017. We respectfully would decline participation in this matter. Thank you again for reaching out. 

• Initial Complaint

  Date:02/13/2023

  Type:Product 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.

  I purchase a 2021 keystone rv that where suppose to come with furrion back up camera prep as standard feature. I was going to install a camera when I notice no work was done from manufacture on the prep. They are saying that we are out of the 1 year warranty, but I am not claiming warranty I am claiming missing standard feature from the start. Not something that needs repair. *************** from customer service decline to help me and wants a dealer to submit warranty work need it and dealer stays they cannot submit paper for something that is not there and missing from manufacture

  Customer Answer

  Date: 02/13/2023

  Vin # *****************   Model 176BH

  

  Business Response

  Date: 02/17/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. *********. The back up camera prep was stopped on all ******** in January of 2021. The subject RV came offline in May of 2021. While we are sorry for the misunderstanding, this unit was not supposed to have the rear camera prep. We do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 02/17/2023

   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:02/03/2023

  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.

  We purchased an rv a yr ago from **** *** rv who is now rv one.We used it 3 times on the 3rd usage we saw front of rv buckled up called rv one took it in and wax told Mfg never bolted the rv to the frame.I have the paper work stating that and photos. We scheduled for repairs.got the call out parts were in ,in Aug. Drooped it off at rv one ,never got the call till Dec that it was ready 3 months they had it.Not only the frame but nails coming through ****************** worst nightmare was thinking we really could have really hurt someone in our travels if we didn't see rhe front of the rv buckled up..Did you ever hear the expression Covid Campers there out there and it's sad the mfgs are getting away with it.They actually let the rv go with a faulty inspection they never really inspected it nor did the dealer..Zoom in on the pics you can see what I'm talking about

  Customer Answer

  Date: 02/04/2023

  Model 176BH,

  Vin # ***************

  

  Business Response

  Date: 02/08/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **************************. Notes do show that there were loose bolts, however we are unsure of what ************************** is referring to as buckling.  It further appears that this was submitted to us well outside of the standard warranty period and subsequently approved to tighten said bolts. It does not appear that there are current outstanding repairs remaining. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 02/08/2023

   I am rejecting this response because:
  
  I'm sorry they have the paperwork from the ********* was not out of warranty.The paper work from the dealer states it was from mfg.Im sorry that is unacceptable. And unprofessional  responce.I have the paper work stating thT and I believe they also have copy if not I will produce it

  

  Business Response

  Date: 02/13/2023

  We are unable to discern what is being relayed in this rejection therefore our response will remain unchanged. Thank you again for the contact in this matter. 

  Customer Answer

  Date: 02/13/2023

   I am rejecting this response because:
  
  I read all complaints against this company I feel so many who complained have good reason.Why I felt safe and why I did not realize  I had to check if the camper was bolted to the frame is anyone's guess .My question to ******* do you check your car to see if it is bolted to the frame.It left there and the dealer unsafe