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:01/20/2023

  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.

  The Keystone ******* High Country as well as many other models of their RV's are advertised as having Leather Furniture. ****** ************** the painted on fake surface suddenly and so severely it is obviously a defective fake Leather. After months of research and attempting to discuss this issue with Keystone they are refusing to acknowledge that they falsely advertised the product and misled me prior to purchasing this product. We were very selective and have written email dialog from Keystone customer service prior to purchasing their product.

  

  Business Response

  Date: 01/31/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. Parris. While we don't produce furniture, we do carry a warranty on our RV's.  Should there be the belief of a manufacturing defect being present and Mr. ****** RV is within the warranty timeframe, he would only need to schedule an appointment with an authorized dealership for review and submission of the complaint. 

  We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 02/06/2023

   I am rejecting this response because: I have an email from a Keystone representative detailing the contents of the RV I chose to purchase after careful review of the data I was provided. The email can be forwarded to maintain the authentic digital signature. The email claims the RV furniture to be Leather. It is not real leather. It is what people refer to as Pleather. Painted in surface that is clearly detective. I understand your warranty I am going further than that and I am identifying that Keystone falsely represented the product they sold.

   

  Thank You, ***

  
  

  

  Business Response

  Date: 02/08/2023

  Thank you for the additional reply however our response will remain unchanged. If there is a belief of a defect and the warranties are in place, it can be reviewed and submitted to us by an authorized dealership. 

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2022 Keystone Cougar 22RBS travel trailer from ******* ***** of ********, ***** on March 22. 2022. The unit was sold as having a "Best in the Business" one year bumper to bumper warranty. When we took it out in May, it started raining after we setup and rained all day. We found that the trailer was leaking water onto the mattress from the front window when we went to go to bed and the mattress was wet and water was leaking through the window. We canceled our trip and took the unit to the dealer the very next day. The dealer submitted claims to replace the mattress, front wall panel, window trim and bottom trim of both side closet cabinets and top trim because of damage and mildew. Keystone denied coverage for all but the wooden frame around the window, claiming the photos didn't show damage and that they could not smell mildew from the photos. Only authorized window trim replacement and resealing of window and led lights on the front cap. The unit was kept for 36 days waiting for approvals and repairs.Second trip out in late October and dry weather but the water heater leaked, slide would not operate properly and CO sensor went off. We shut off gas from tanks, opened windows and vents and exited unit until sensor alarm stopped. Returned unit to dealer for warranty repairs, Dealer found wiring to slide motor defective, two leaks in the water heater but were unable to find source of gas leak. Keystone denied repair of wiring to slide motor claiming that adjustments are only made within the first 90 days of owner ship. Water heater was replaced. The unit was at the dealership for 31 days from November 2nd until December 2nd this time waiting on approvals and repair.Third trip out in December, the front window leaked again from heavy dew and moisture condensation because of temperature difference from outside air to inside air. Dealer pressure tested window and found leak to be at joint between front cap and roof. Submitted claim to remove front cap to verify insulation not saturated but Keystone has denied all claims saying photos don't show any water damage.

  Customer Answer

  Date: 01/19/2023

  The camper is a 2022 Cougar 22RBS.

  VIN *****************

  

  Business Response

  Date: 02/17/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. As of today's date, any repairs validated and deemed warranty have been approved to take place. We do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 02/26/2023

   I am rejecting this response because:
  
  Keystone may have authorized repairs but camper is back in shop for some problem as original complaint. Window leaks water.

• Initial Complaint

  Date:01/17/2023

  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.

  In 2019, My wife and I bought a 2018 ****** from ****'s RV in Vermont. After having the camper for 1 year, and going into the second year of camping we noticed the floor in our bathroom, towards the rear of the camper, was very soft. We reached out to ****'s RV and it was scheduled for inspection in September of that year. It was found to have a leak in the camper that had been a manufacturer's defect. After battling with Keystone RV they accepted to repair the leak and repair the floor. This was done in the March-April of 2021. When the camper came back from Keystone ***** came back damaged, with a crack in fiberglass, the door to the outdoor kitchen was not straight and therefore a couple of the locks did not make contact with the frame. The skirting was just put on and bent around the frame instead being secured properly, it left gaps so the frame could be seen. **** the customer service person for ****'s blew all this off, started a work order for it all, but never placed anything in the file, like all the pictures we took prior to taking the camper back into our possession. It was not until Feb '22 that **** from ****'s RV contacted us about the work order. He was filled in on everything that happened and has worked over the past year to get this resolved. He got Keystone to pay for the repairs. However in the process of getting our camper ready to go to ****'s RV for the repair work this winter, it was discovered that the leak was back and our bathroom floor was soaked, including the towels and items in that area of the cabinet. ****'s at our request put the camper through their rain bay and discovered a leak in the slide in the same area that the original leak was found. Keystone RV is now denying that there is anything that can be done because all warranty's are out of date. They suggested we reach out our insurance company to pay for a manufacturing defect of there cause.

  Customer Answer

  Date: 01/23/2023

  Model is a Crossroads Sunset Trail.

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

  

  Business Response

  Date: 02/17/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **********************. The subject RV was purchased in 2019 with all manufacturer warranties well expired as of todays date. ********************** can contact us direct for assistance with locating service centers or advice on maintenance issues however warranty coverage of the repairs would not be offered. We do thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 02/25/2023

   I am rejecting this response because: Business response is unsatisfactory. This leak that our camper has is related to the supposed repairs done to our camper by Keystone RV. The leak found is in the same spot and leaking in from the same place that was originally found on the initial warranty work request. I don't believe that Keystone RV ever actually fixed the issue, or investigated to make sure the leak was taken care. I want our camper replaced at no cost to us. This is completely unacceptable to not stand behind your work. If they want to reach out to talk about this I am happy to talk with someone capable of making a decision and discuss this further. 
  
  

• Initial Complaint

  Date:01/13/2023

  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.

  Bought a 2022 hideout 186ss in October of 2021 broke the second time using it and broke 4x in 1 year spent half its like in the shop only got to use a handful of times they offered a good will gesture which was not even close to the loss I had from there product I finally settled with the good will and sent them the w9 with SSN on it and have been ghosted.Been sending emails and trying to reach the person that has my info and cant get thru to them the camper at this point falls in the lemon law category if it fails once more. Looking for them to call me cause email is getting through

  

  Business Response

  Date: 01/27/2023

  Thank you for reaching out regarding a complaint initiated by Mr. *******. There has been direct contact as recent as 1/13/2023 with Mr. *******. The non warranty goodwill assistance completed processing and was mailed on or about 1/25/2023. We thank you again for bringing this matter to our attention. 

• Initial Complaint

  Date:12/29/2022

  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.

  Each issue we have had, has been denied repair. Our issues:Cabinets were not painted after sanding and filling nail holes. Wallpaper peeling of walls everywhere. Hot water heater is broken. Couch fell apart in first trip out. First trip out, drawers fell out and collapsed on the floor. Trim and molding fell off. Fridge doors latch wiggles during travel and falls out so door opens and bangs against the cabinets causing a dent. They want us to tape it and have denied each service Ive mentioned above. It was purchased brand new and is a 2022 Keystone Outback. I will take more photos and copies of each denial if needed.

  Customer Answer

  Date: 12/29/2022

  The VIN is:
  *****************

  

  Business Response

  Date: 01/13/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **********************. As of today's date any complaints submitted and validated as warranty were approved for repairs to take place. There have been no denials placed on warranty coverable items however we do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  The items listed (fridge door latch broken, causing door to swing open) and the cabinets not being painted from the factory are being considered as non warranty items. They are warranty (fridge door) and cabinets are unfinished are due to poor workmanship. (Also warranty items). Neither being resolved, with many excuses & not answering direct questions and changing the subject to deflect the subject. 
  

• Initial Complaint

  Date:12/22/2022

  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 new 2022 Keystone ******* High Country 5th wheel model 295RL from ********************************. After returning the camper for promised warranty issues, it was discovered the roof membrane had a cut in it that was cut prior to sealing the roof plumbing vents. The roof was not properly inspected by Keystone and sent to be sold by ****** *****. Both Keystone and ******* ***** failed to properly inspect their new product before it was sent out and sold to a Consumer. I am fighting Keystone over this and I want other consumers to be aware of how deceitful and dishonest Keystone and ******* ***** are.

  

  Business Response

  Date: 01/13/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. The subject recreational vehicle was purchased in August of *********************************************************** January of 2023. Outside of this, the complaint would be that of damage caused by an outside event. The warranties provided are in place to address defects or failures of the product, not damage. Keystone Rv respectfully would not offer assistance in this matter. 

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  We purchased the ** in August 2022 and the documents I gave provided show that the service department at ******* ***** of ************ detected the roof membrane was cut prior to the plumbing vents being sealed. The service department put in a request for warranty work to fix this. Keystone has failed to acknowledge this and done nothing but deny their role in this. 
  
  

• Initial Complaint

  Date:12/20/2022

  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 2021 Keystone Hideout 32FQTS camper at ****** Camper Sales in Appolo, ** on June 21, 2021. In July 2022, I notice in several locations on the roof that the roof membrane was bubbled. I call ****** Camper Sales and talked to the service department. They sent a service worker out to check the roof damage. I then to ****** Camper sales, I spoke with the service worker that checked the roof. I was told the roof would need fixed. That the different temperatures in ** would cause moisture under the bubbles on the roof membrane, causing it to rot and leak. I said they need to have it repaired. My Camper is permanent at a campground and would need repaired on site. ****** Camper Sales said they couldn't send someone for 3 days work to do the repair. That I would have to find someone to repair the roof. I didn't feel that was my job, but I started the search for a company that would come on site to do the repair on the camper roof. I found a company, submitted their estimate. After months of calling and going to ****** Camper Sales for answers. On Nov. 30, 2022, I spoke with ***** from ****** Camper Sales. He told me he spoke with ************************* at Keystone RV, their warranty advisor. ***** said., he sees no problem with the roof bubbling. And they (Keystone) would not cover the repairs. They (Keystone) would not honor the warranty. The camper has a 3 year warranty on the roof. From the research I've done, this is a major problem that needs taken care of. Keystone needs to honor the 3 year warranty and ************* roof.

  

  Business Response

  Date: 01/13/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ****** ******** under the roof membrane is a normal occurrence. It does not affect the structural integrity of the unit nor would it be a covered item within the warranty. We do appreciate you bringing this matter to our attention.

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  This is not normal.I understand that small bubbles on a  camper roof is normal.My roof has the full seams lifting in five different places.When I first reported this to ***************** the place I purchased the camper at they sent out a service e.plHe told me that it was caused by the manufacturer not gluing the roof membrane down properly.He said that moisture would  get under the bubbles and cause the roof to rot.He said this is cause from the different in temperature from day and night in ************. I also did alot of research  on the internet and got the sa.e answer.This will cause major problems .

   

   

• Initial Complaint

  Date:12/19/2022

  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.

  ******* ***** of ***** has had a 2021 Sprinter RV we purchased from Keystone for 13 out of the 17 months we have owned it, continually stating they have made and completed a whole host of repairs, which as of December 20, 2022, were still not repaired. Nonetheless, we are still making monthly payments as well as insurance premium payments. We have had numerous conversations with *********************, from Keystone, asking for assistance and restitution to no avail. He continually states his service team has repaired the unit, when in fact, each time we go to inspect the unit he again states he needs pictures and a reason as to why the unit is not acceptable. We go over every issue with him each time with no acceptable response or resolution. The slideout and the shower both leak water and we were told it is up to us to do our due diligence as we are expected to clean the leaks as we travel. This unit had mold, brand new, off the lot, and had to have the entire rear panel torn off and replaced. Upon inspection of the supposedly "new" rear panel it was noted it is not level and will create a towing issue. ********************* is not agreeable to assisting us or compensating us for the loss of use related to safely utilizing this unit. We desire a full refund, including the cost of the additional TV in the bedroom and the new tires we purchased. ********************* is aware of all the issues, but adamantly refuse to escalate our concerns to a higher level. He reads from a script to tell us what to do knowing his requests will do nothing but hold us off, hoping we will get frustrated enough to stop asking for restitution. What has transpired with this Keystone representative is unjust, wrong and misleading to the public. Our complaints are justified. We are honest people trying to get assistance from a vendor who claims they honor their product. Unfortunately, the unit was poorly made and put out for sale to unknowing consumers who trusted them. Thank you for your assistance!

  Customer Answer

  Date: 12/19/2022

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

  Model# ****RLS

  2021 Sprinter Limited 

  

  Business Response

  Date: 01/13/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. Our one year warranty is in place to address any manufacturing defects that *** be present and the three year structural warranty to provide coverage of the structure. It appears that the request is for monetary at this point, which would be a warranty exclusion. Should **************** need additional clarity of the warranty terms, inclusions and exclusions, we would welcome a call into our call center at *************. 

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because: the ongoing issues were not Appropriately addressed. We have endured mental anguish attempting to get reimbursement for time loss utilizing the unit, during which time we have continued to make payments on a unit we were not able to use, as well as insurance premiums. The representative we were forced to deal with would not assist us when he was well aware the problems with the unit were not repaired and he rejected the repairs. He asked us as consumers to prove problems still existed while at the repair site instead of asking the technician to acknowledge repairs were complete. The unit was sold to us with mold in the rear quarters and made us feel ill. That was not the only problem, and the other issues still remain. Monetarily we are due compensation for loss of use, stress and mental anguish 
  
  
  

• Initial Complaint

  Date:12/12/2022

  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 2021 Passport RV in November of 2021 in *******. In September of 2022 the upholstery material started spliting on one of the theater seats. We sent a warranty request with a picture and request for a mobile service to replace the seat due to remote camping location (******, *******) and we were unable to get any of the Keystone listed authorized dealers to do it. The request was approved by Keystone under the understanding we were to pay the service fee then submit the invoice to Keystone for reimbursement. The seat came and the mobile service, ************* of *************, brought it to us and replaced it on Dec. 1, 2022. We submitted the invoice for reimbursement of $225.00. We then received an email from Keystone customer service stating the reimbursement would only be $150.00. Upon contacting them concerning the discrepancy we were told that there would be only 1 hour alloted for service fees. We were not informed of any alloted service time or fee limits when we initiated the warranty request be preformed by a mobile service due to location and no availability of listed authorized Keystone dealers. We are requesting refund of the service amount billed by the mobile service of $225.00. Attachments are of emails between us and Keystone and copy of the service bill.Thank you for your assistance with resolving this issue.

  Customer Answer

  Date: 12/12/2022

  Please find below information you requested

  VIN# *****************

  MODEL- 2022 KYRV 229RK

  Reference number required with all correspondence with Keystone was - NK410989.

  

  Business Response

  Date: 12/20/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. and *******************. The portion of this invoice submitted to us that was deemed warranty was reimbursed. If the ******* would like to further discuss warranty exclusions, we would encourage them to contact us. They also can review their owners manual for more information. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:
  We had to get a pre approval from Keystone for the warranty work being performed and did so and were not informed there was any restriction on reimbursement other than customary, no amount quoted by Keystone as to what was customary. Also, there has been no refund of any kind received as stated in their response to you, only repeated request for W-9 forms of company performing work which was done Nov. 29, 2022.

  Respectfully,

  **** & *************************

  
  

  

  Business Response

  Date: 01/04/2023

  Thank you for the additional reply. Our response will remain unchanged however. 

  Customer Answer

  Date: 01/06/2023

   I am rejecting this response because:
  Please find attached 2 emails, one showing no monetary allowed amounts on refunds and another stating a refund has been issued with no monetary amount indicated.

  Upon originally contacting Keystone regarding the under warranty work needing to be done I informed them that none of their listed authorized dealers were available to perform the work. I was informed I could use a mobile service upon pre-approval by Keystone. I did that and only after the work was completed and I submitted the required W-9 and paid invoice was I sent an email stating Keystone would only cover $150.00 of the paid invoiced amount. This amount is unacceptable and why was I not informed of that prior to the work and required documents being provided to Keystone.  I have no clue just as at the beginning of the w8hole process what amount Keystone is reimbursing.  Obviously they knew at the beginning there was a limited refund on mobile work but chose not to inform me until I submitted the paid invoice.  This is nothing but deceit and intentional deceit by Keystone.

• Initial Complaint

  Date:11/29/2022

  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 our Kodiak Ultimate from a dealership in ********* (who I will be filing against as well) on 9/7/22. The rv didnt even make the 95 miles home. The entertainment door swung open pulling it off the frame and chipping the fireplace. A structural/engineering issue that should have been checked first. Then we had a torn wiper jam seal which also should have been caught before it left the factory. We took it back 9/15/22. We finally got it back from the dealership 10/18/22 (without the wiper shield being fixed) and we took it 4 hours away on a trial run. We had electrical issues with the hitch and when we got home, I noticed something funky with the passenger side tire. The wheels had never been greased causing the bearing to ruin the race. We believe these are all things that should have been checked before it left the factory. The dealership paid someone out of pocket to fix it, but now its sitting there yet again while these two argue over pictures and whos paying for what. We have made 3 payments on a camper weve used for 4 days, and its a 200 mile round trip every time we take it to the dealership. The fuel prices and wear and tear are adding up not to mention our frustration levels at getting nothing resolved.

  Customer Answer

  Date: 11/29/2022

  There have been numerous phone calls and emails to to Keystone. Enclosed is one with our vin number on it. Our dealership says they have not received any word of the warranty work. Please note I have filed a BBB against them as well in *********. It seems neither party wants to play together nicely.

  

  Business Response

  Date: 12/07/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. and *******************. All repairs have been authorized for completion with no denials of participation. We do appreciate you bringing this matter to our attention.