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

  PO Box 2000 Goshen, IN 46527-2000

  
• 

  Keystone R V Company

  12628 SE Jennifer St Clackamas, OR 97015-9046

• 

  Keystone R V Company

  3000 Westgate Pendleton, OR 97801

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:11/21/2022

  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.

  Unit had water damage due to leaking slide. Work was diagnosed where we have it placed as our only permanent residence. Warranty work could not be completed in field so we had to pay to have it transported to the nearest authorized service center. Took 2 weeks to approve warranty work and 5 more to complete. Transport cost us $350 each way plus a hotel on either end. We stayed with family for 51 days (in ********* **) while the repairs were completed. We were told to request reimbursement of expenses by the warranty folks and then they refused to pay them. Here is their quote Please note that all warranty claims are reviewed within 24 to 48 hours after being received by Keystone RV. This timeframe may adjust if more information is necessary. The companys warranty parameters and the processes we utilize to determine the approvals or denials is outlined in your owners manual. You will also find information about what is and is not considered warrantable in your owners manual. While all manufacturer defects are diligently reviewed, certain costs incurred as a result, such as diagnostics, travel, transport, and lodging, are not considered warrantable. Keystone RV does review these costs as goodwill, so we encourage you to keep all receipts and invoices incurred during this process. We would like reimbursement for the initial diagnostic visit, transport to *****, hotel in ***** upon delivery, hotel in ***** upon return for inspection pre-delivery, then transport back to ***********. Total $1,237.74.

  Customer Answer

  Date: 11/21/2022

  VIN *****************

   

  2021 Crossroads Hampton 372 FDB

  

  Business Response

  Date: 12/07/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. As of today's date we have authorized repairs to all warranty complaints submitted to us. The request ************** is making would be warranty exclusions however she is welcome to follow back up with her Keystone representative to discuss further. We appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:11/15/2022

  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 had a breakdown on our fifth wheel trailer 5 months after purchase. The warranty covered the repair after intervention by BBB (thank you again) however when the repair was being performed the mechanic noted overpacked bearings from the factory and grease on the brakes. I chose not to leave the facility with this situation and also chose not to contact Keystone for prior authorization as it took months arguing with them about the previous warranty work. We were going on a trip and wanted to make sure the brakes were in good operating order. When I informed Keystone of the overpacked bearing situation and asked for reimbursement, they felt it was a maintenance issue and chose not to reimburse me. The trailer was 5 months old when all this happened. I certainly didn't repack bearings in that short ownership period. The mechanic stated it came from the factory like this. My last communication with Keystone was unanswered after months of emails. I seek reimbursement for this repair. Thank you for your assistance. *************************

  Customer Answer

  Date: 11/15/2022

  The *** # is: *****************.  Model: MO3121RL21.

  

  Business Response

  Date: 12/07/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. *******. Baring maintenance would in fact be an owner maintenance item and based on the invoice supplied was done by customer request. We would respectfully decline assistance in this matter. We do appreciate you bringing it to our attention. 

  Customer Answer

  Date: 12/13/2022

   I am rejecting this response because: Keystone might not understand how this issue came about.  When I had my 6 month old fifth wheel in for warranty work, the dealership reported that there was was bearing grease on the brakes and asked if I wanted that rectified.  I certainly didn't think having grease on my brakes was a good idea so I authorized that repair since we were still under warranty. I did not initiate the repair but agreed with the service department that it should addressed.  It was not maintence as Keystone alledges.  It was a repair as a result of the overpacked bearings that came from the factory. 
  
  
  

  

  Business Response

  Date: 01/04/2023

  Thank you for the additional reply. We understand the complaint entirely. Bearing maintenance would be an owner maintenance item. We will happily discuss maintenance vs warranty and can be reached at ************* for additional clarity, during normal business hours. 

• Initial Complaint

  Date:11/14/2022

  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.

  I bought a 2022 keystone bullet, it had an electrical fire which resorted in loosing our camping season. Once we received our unit back the trailer has 2 spots of water leaking which we didn't have before. Then we transport it to the dealer with someone else as the dealers transport breaks the trailer everytime. Once we get to the dealer the trailer cracked the fiberglass near the outside kitchen, the crack is pushing out which tells us it's a structural issue. Keystone is dragging their feet pushing the blame as is the dealer. I've requested for them to buy the trailer back and they insist on trying to fix it when they have no idea where these issues are coming from.

  Customer Answer

  Date: 11/14/2022

  NT****** this is the number keystone has on their emails. The trailer is a 2022 keystone bullet 330bh

  

  Business Response

  Date: 11/22/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by ************. Keystone will commit to repairs of any concerns determined to be warranty through an authorized facility. We do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  There is structural damage to the travel trailer. Every time the thing moves the door looses level. Last time it went to the dealer its body twisted and cracked the fiber glass. Easiest thing for both parties is to have the trailer sent back to them for proper repair and refund us and we never deal with each other again

  

  Business Response

  Date: 12/13/2022

  Thank you for the additional reply. While we understand **************** beliefs in this matter, we will remain with our response. Any defects determined, will be thoroughly and completely addressed through repairs. 

  Customer Answer

  Date: 12/13/2022

   I am rejecting this response because:
  
  II've Been waiting over a week for a phone call that never came to have it shipped. I've sent 2 emails with no address. I've called today to speak with service and was transfered around 3plus times to a dead end line. The rules you seem to be holding onto aren't even provided to the costumer before or during the purchase phase. I've tried called the dealer 4 times with zero response. So are we going to fix this pos or just say we are ?

  

  Business Response

  Date: 12/15/2022

  Thank you for the additional reply however it doesn't appear to be valid based on the unit file. We do appreciate you reaching back out, however. 

  Customer Answer

  Date: 12/16/2022

   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.

  It's finally being organized to be repaired 

• Initial Complaint

  Date:10/31/2022

  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.

  On 7/31/2021 we purchased an 2021 keystone cougar 24rds fifth wheel camper, serial # ***************** from ******* ***** in ****************************************************. In April of 2022 we where planning a trip to ********* and determined heating and air conditioning system not functioning. We then contacted On site RV to diagnose problem. Failure was due to missing part not installed by Keystone. With warranty still in effect we submitted bill for diagnosis, temporary repair until part could be ordered and repairs made in May of 2022 upon our return. We have received one check in the amount of $472.63 on 7/25/22. Our repairs were an additional $452.43 which we have still not received to this date. My wife has been in touch with this company via phone and e-mail , ( **** phone calls and 25 e-mails ). Numerous repair statements have been sent to various Keystone representatives with very little responses to our claim. We are now in late October 2022 with delay after delay and little to no response for remaining reimbursement. This company has been horrible to deal with about our concerns. Since the issues listed, we have had to have the converter replaced twice. Once on 8/24/22. In ********,**. And once on 9/28/22. In ********, **. $370 #1, and $447#2. We were told to contact converter company which we did and then told to send old converter back for reimbursement which we did not have dealership return to us because we were on the road and did not believe we would need to place claim. Keystone appears to not stand behind the product in which they sell and I would also like to entertain the decision that because of the inept assistance we have received from Keystone that if the third converter fails we will plan on looking into the law for returning said vehicle with reimbursement to us.

  

  Business Response

  Date: 11/08/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. The amount approved for reimbursement within the warranty was been sent to ************** directly in July of 2022. We do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 11/09/2022

   I am rejecting this response because:
  
  The original reimbursement was only a partial payment of repairs made under the warranty coverage . Numerous copies of the payment receipts from On Site Rv repair have been sent to multiple employees that work in the claims division for the additional repairs which where not covered as to this date. Company needs to actually review claim filed to satisfy warranty for all repairs.      In which we paid for. My wife has dealt with at least 4 different claims people and has sent the bills to review at least 3 times with still no satisfaction of settlement. 

  

  Business Response

  Date: 11/17/2022

  Thank you for the additional reply. Items deemed warranty within the warranty period were authorized and the payment was sent. We thank you again for reaching back out. 

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because:
  
  My wife ********************* is going to reply to Keystone lastest email. ***** is going to copy you on the email.  **** the representative from emails have been inconsistent with the amount they Keystone is covering . 

• Initial Complaint

  Date:10/17/2022

  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 Cougar 368MBI. There has been a hole in the roof membrane since the day I purchased it. Keystone was notified and the suggested repair is completely unacceptable. I was told that they are going to place a fake non-functional vent cover over the hole to cover it. I am in complete disbelief. That is literally putting a Band-Aid over the problem. I am not sure how this is even an option? How can this be OK? I ran a car dealership for ************************************************************************************ the roof and my solution being putting a sticker over it. Not acceptable!

  Customer Answer

  Date: 02/02/2023

  2022 Keystone Cougar

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

  

  Business Response

  Date: 02/17/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. **********. A representative will reach out to discuss his concerns directly. Our goal is to resolve any outstanding warranty complaints completely. We certainly do appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:10/10/2022

  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 bought a Brand new Camper 11/15/2021 and it has been worked on more than I have been able to use it. The unit has water damage that is now a mold issue. We have water logged flooring as well as ******* out for seasonal lot rent that we have not been able to use the camper. We have paid ******* in payments that we have not been able to use. The unit has 24 miles on it and no use. I have uploaded all the repairs that have been made. the current repairs needed is weak floors due to water need repaired. Huge mold issues now to contend with since it takes on more water every time that it rains. We want a new replacement unit as this one is a lemon and the factory is giving us the run around. They want me to spend more money to transport unit to another dealer 2 hours away but we will still have a huge mold issue later on and the dealer there is not wanting to take the unit. This unit needs to be a total loss and Keystone needs to pay any and all cost that we have in one years time to settle into a new unit or buy unit back and let us walk away. They are very hard to communicate with but the dealers have been very helpful.

  Customer Answer

  Date: 10/10/2022

  The vin is in the attachment last 8 is L9310246 this is a 2020 Cameo 4021FK I believe but all in the attachment The cost was approx. 85k  

  

  Business Response

  Date: 10/31/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. It appears that ****************** has dropped his recreational vehicle off at a dealership for inspection. If there are manufacturing defects determined, they will be authorized for repairs through the supplied warranty. We appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:10/10/2022

  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 bought a keystone passport ****rl. I have been trying to get the slide fixed. I have a tech come out and look at the slide in September 2022 because it had a loud bang when I was bringing the slide in when we were winterizing it. I stopped it and went out to look and see what happened and the cord had broke. I called ******* ***** were I bought the trailer and they couldn't help me because they didn't have a mobile unit and the slide was still half out so we couldn't drive it to them. I called Keystone customer service and they said to find a certified technician that was mobile to *** out and look at it. He came out to look at it and see about repairs. He found that there was more going on then originally thought. He helped me get the slide in and sent his findings to Keystone. I contacted Keystone who told me I had to bring it in to be looked at so I brought it to ******* *****. I was emailed today letting me know that I was denied by Keystone for warranty work and would have to pay out of pocket to get this fixed. Even though I have only had the **************** than 2years and it was used as intended. The slide with the most issue is the side where you can't walk on it. There is a refrigerator, stove, pantry, fire place, cabinet and this is the side that the cable is binding up and the brackets are being pulled out from where they are bolted in. I'm not sure how this is not a defect or a malfunction? Or how this would be something that I did?

  Customer Answer

  Date: 10/10/2022

  Here is the model of the travel trailer keystone passport ****rl grand touring. The Vin number is *****************

  

  Business Response

  Date: 10/31/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. **********. The complaint submitted to us was determined to be non warranty, regardless of the supplied base warranty expiring in July of 2022. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 11/04/2022

   I am rejecting this response because:
  There is supposed to be a 3 year warranty that is for structural issues or manufacturing defects. I was told that this wasn't covered even though to fix this issue ******* ***** had to use wood and metal- not aluminum that was used before- to make sure that we would not have this problem again. To me this seems like a manufacturing defect, not something that I could have prevented. The slide outs were only used 9 times before they broke and we had this issue. The information that was sent to us (service manual provided by Keystone) stated that if the hinges were bent then they weren't placed correctly during install- again not something that I could have prevented. 
  Per the information sent. The last section sent from Keystone states, 
  
  PROBLEM: Cable is bent and/or frayed at standoff bracket.
  Cause: Standoff bracket was not proper aligned during installation process
  Solution:
  1. Remove the tension from the cable via the cable adjustment nut.
  2. Remove the screws from the standoff bracket and adjust to the appropriate location.
  3. Re-attach standoff bracket and adjust cable tension.
  4. Replace the cable if it has become frayed. (Refer to section 3.01)
  
  With the cable frayed at the bracket. This tell me that it was not place correctly and that would make it a manufacturer error. That would then be covered by the warranty. 
  

  

  Business Response

  Date: 11/14/2022

  Thank you for the additional reply. The complaint as submitted would not be a structural complaint therefore, it would not be considered under the structural warranty.

• Initial Complaint

  Date:10/03/2022

  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.

  Oct 31, 2021, First contacted, *****************, the dealership I purchased my camper from for $40,938.00, informing them what ***************** Repair found, with roof & slide, who is also a sub-contractor to *************** Nov 1, 2021 sent pictures requested by ***************** as they will forward to Keystone Manufacturing. Never asked to bring the camper into the dealership. Follow-*** with dealership to see what manufacturer suggests on 11.2.21, ****.21, 11.12.21, 11.27.21 with voice mails. **** told by ************** they have not heard back from Keystone. 2.5.22 Still no response from *********************** Called ************** I'm out of warranty as purchased my 2020 Keystone Retreat May 2019 (1yr-2020, 2yr-2021, 3yr-2022) and will not do anything nor will Keystone. ************** advised me to contact ***************** Repair that sub-contracts with them which I had in Oct 2021 and that is how the issue was found. **** ***************** Repair talked to ************** and they refused to budge and sticking with Keystone will not do anything! 5.3.22 Email to Keystone Manufacturing. **** & ***** emailed ************** for information requested by Keystone. 6.14.22 slide finally gave and leaked into camper. 6.18.22 Had another RV shop come to inspect. They stated manufacturer defect to the slide. 6.22.22 informed by Keystone that ************** never contacted them on any issues with my camper. The Keystone Limited Structural Warranty covers this RV for a period of three (3) years from the date of purchase by the first retail owner. This Limited Structural Warranty covers defects in materials and workmanship supplied by and attributable to Keystones manufacturing and assembly of the structural I really love my camper and only want it fixed the proper way. The main frame on the slide has a warped frame on the horseshoe. I'm disputing the fact that ************** with Keystone say warranty passed but have been pleading for help since Nov 1, 2021 and warranty exp. 5.21.22

  Customer Answer

  Date: 10/10/2022

     VIN#   *****************
  

     Model   HR39FDEN20

  

  Business Response

  Date: 10/31/2022

  Thank you for contacting Keystone ** regarding a complaint initiated by ****************. We would not be privy to communications between **************** and her dealership however the reason for denial in this matter would be the expiration of warranties. The ** in question has now been retail owned and utilized for 3.5 years. We do thank you for reaching out in this matter. 

  Customer Answer

  Date: 11/03/2022

   I am rejecting this response because:

  I contacted the dealership Nov 1, 2021, and the Structural warranty was up May 14, 2022. 

  I do not understand why Keystone says I'm not covered. I contacted the dealership Nov 1, 2021, was sked to send pictures so they could be forwarded to Keystone which was NEVER done as told & promised then put off every time I called. If the issue of the warped slide would have been taken care of when first notified the problem would not of ended up being what it is now. I have asked and done everything I've been asked to do. I do not understand why Keystone does not back their warranty as below. The information below came right from Keystone.

  Very disappointed that I love my camper and highly recommended Keystone then I basically feel kicked to the curb with no help!
  
  Warranty -Keystone RV
  https://www.keystonerv.com  warranty
  
  Keystone RV warranties the structure of your RV for a period of three (3) years from the date of purchase by the original owner and it is also transferable ...
  
  What does structural warranty cover on RV?
  Structural coverage includes: Skeletal framing (wall studs, floor joists, roof rafters) Sidewalls (laminated &non-laminated) Roof (laminated & non-laminated)
  
  3-YEAR
  Limited Structural Warranty Summary
  Keystone RV warranties the structure of your RV for a period of three (3) years from the date of purchase by the original owner and it is also transferable during the warranty period. The limited structural warranty covers defects in materials and workmanship attributable to Keystone RV's manufacturing and assembly. This includes the main steel frame, outriggers and crossmembers; skeletal framing (wall studs, floor joists, rafters); exterior sidewalls, front and rear walls; roof and roof material; floors; slide-out boxes and related structural components; and, paint and windshield installation issues with fiberglass front caps. The warranty doesn't cover damage due to improper operation or maintenance.
  
  

  
  

  

  Business Response

  Date: 11/08/2022

  We certainly appreciate the additional reply in this matter however, communications to Keystone began outside of the limited base and structural warranty periods. Our response explaining the reason for denial of warranty participation in this case will remain unchanged. 

• Initial Complaint

  Date:09/15/2022

  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.

  Hello,My husband and I have been full timing in RV's for more than 10 years now. Our very 1st unit was a 28ft ********* TT and we loved it. Then we've had a 28ft ******** Catalina ***** C, upgraded to a ****** ******* Star 5ver, then to a ******* Star ***** A, all in which we bought used from previous owners who cared for their units. This is the very 1st time we buy a brand new unit from a dealer and in less than 2 months, we've had more things break, not function correctly and recalls, than we ever had with any of our used units which were always wear and tear things. With the demand for RV's and the growing population full timing in RV's you would think any RV manufacturer would take pride in the build of their units. I'm so upset at reading about 2 Keystone manufacturing companies closing which kind of explains the poor quality put into this Arcadia. I am so frustrated at how quickly dealers jump through hoops to get one financially approved yet how horrible they are at dealing with the recalls and repairs that are needed to be done to a unit. Not to mention how they are supposed to go over every inch of the unit and make sure it's all in working order before selling it. I am more frustrated at the fact the we haven't even fully broken in our Arcadia and mouldings are seperating, c*** handles are breaking, water spickets are leaking, just to name a few issues that have been going on. We've had it in the repair shop for over 2 months and now it's back in again. I'm ?? totally embarrassed, frustrated, and disappointed.We purchased the Arcadia brand new to avoid stress and issues and this has caused me more grief than anything. Every time I make a payment it hurts because I don't want my credit to get ruined but I'm stuck paying on a lemon that is falling apart quickly. It's always something. We would like to be refunded or provided an exchange of a better quality 5th wheel of the current year or newer! The picture is just 1 of many things wrong. This is major

  Customer Answer

  Date: 09/16/2022

  2022 Keystone Arcadia 3250RL Fifth Wheel Trailer

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

  

  Business Response

  Date: 10/07/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. and ***************. They have been in contact with a representative here however, we can always be reached at ************* during business hours. For items in need of repairs, the ****** will simply need to schedule an appointment with an authorized dealership and all warranty covered items will be authorized completely and timely. We appreciate you bringing this matter to our attention. 
  
  

  Customer Answer

  Date: 10/11/2022

   I am rejecting this response because:

  We are NOT in contact with any representative at Keystone. NO ONE has contacted us whatsoever. As far as warranty repairs being done, yes, some items have been repaired, however, each time we take it in for warranty something else malfunctions having to take it back. We bought this unit to live in full time and have no place to stay at with 3 dogs while the service department takes weeks or months to repair what's needed. Now our leveling jacks have gone haywire where at one point while auto leveling has tilted to the left being high up almost toppling over. Same happened to a neighbors unit also made by Keystone. It is absurd that Keystone would remark that they have been in contact with us when they have not. We cannot afford hotel stays while in service. Someone needs to make this lemon purchase a good purchase as I'm disgusted with all we've been through with this purchase. How dare they lie about acknowledgement. 
  

  
  

  

  Business Response

  Date: 10/12/2022

  Thank you for the additional reply. A phone conversation took place on or about 5/13/2022 at 2:35 pm EST and additional email correspondence was sent on 7/22/22. Regardless, any claims that *** be present or believed to be present on the subject recreational vehicle would need to be validated through an authorized facility to determine warranty approvals,for any items determined to be defective. 

  Customer Answer

  Date: 11/14/2022

  I am very disappointed in how this situation is being handled and how Keystone is claiming to contact me. I have not been able to have a verbal conversation with anyone regarding our issues. Attached are screenshots of 2 emails in which I responded by calling Ms. ***** and getting no answer to then calling her again an leaving a voicemail for her to call me back and am still waiting for her call back, to none. 

   

  This is NOT A MATTER OF WARRANTY, this is a matter of purchasing a 2022 Keystone Arcadia 5th Wheel that seems to be a lemon, we purchased this unit to live in all year round and travel in and it having so many issues that it has to continue to go in for service and no one is reimbursing us for lodging with pets while it is in service. This is our 5th RV but our 1st financed and I've never experienced so much grief and disappointment with such a purchase and no one from the manufacturer seems to care. The only communication has been an email asking me to contact another department and to continue to submit our repairs through warranty claims. Keystone is not a product or company I will ever do business with ever again. 

  

  Business Response

  Date: 11/22/2022

  We appreciate the additional reply, however the requests placed are warranty excluded. Should outstanding warranty items be present, we will thoroughly back our warranty through repairs. 

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  

  I have since then been contacted by ******************************* ******** Communications Agent) from Keystone on 10/25/22. I had to take the ** yet again for service on November 2nd in which most issues have been addressed and covered under warranty. However, my issues with Keystone are not primarily about things going wrong and breaking or that came broken. My chief complaint is about how KEYSTONE lacked any communication with the consumer (us) and advertised quality, innovation and unparalleled owner support, all of which we have absolutely not experienced. The 2022 Arcadia we purchased in April 2022 has been a giant lemon. The only thing that Keystone has made is compressed wood cardboard boxes, electrical work installed backwards, cabinetry falling over, loose installation of appliances,odd and end corners unfinished, uneven moldings bowing, wood coming apart and falling, stains on ceiling showing up, pulleys for tanks criss crossed, a buckled ball that popped out of the side lamination by the passenger side window in the bedroom in which the dealer service department said that something in the walls must have cause pressure to make it pop out, really??? What the crunk explanation is that?,cheap chinese tires that balded and exposed wires on our 1st long trip, faulty brake assembly that could've caused a catastrophe, and we "The Consumers" are paying a high price to have to deal with all these issues. 1 or 2 minor things is understandable, but a list that goes on and grows as you are utilizing the unit on a daily basis is ridiculous. Our money doesn't grow on trees. The solution I wanted was out of my loan for my Arcadia so I can buy what is worth my money. I want Keystone to take back this Arcadia and relieve me from this loan. Keystone claims to be committed, to what? Committed to frustrating their consumers. I have read many horror stories from other Keystone owners and it's such a shame that they claim to be committed to quality and support, yet they are not. I WILL NEVER, EVER, BUY A KEYSTONE PRODUCT EVER AGAIN. When people at campgrounds want to take a peek at the unit because it has an appealing look, I tell them our horror stories. It is appealing to the eye, however, very poor quality and workmanship has gone into it for the price.

   

  KEYSTONE CAMP BETTER

  Every day we ask ourselves, Whats next? How do we make camping easier, more comfortable, and more fun?" And then we get to work. From thoughtful design to the relentless pursuit of quality, innovation, and unparalleled owner supportwe are committed to helping you Camp Better. (LIES, LIES, LIES)

  
  

• Initial Complaint

  Date:09/13/2022

  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 have a Keystone Raptor 5th Wheel that had a hanger break and Keystone has had recalls on the hangers but said ours is not covered. We have filed a complaint with the ***** and are currently waiting on an update from them. Keystone has offered a whopping $550 for the repairs but we should be made whole and the repair covered entirely along with the now known fixt for this issue. New and reinforced stabilizing bars should be installed at the cost from keystone. The damage caused the axel to shift forward, while driving down the highway at 60mph and could have cost us our life. Two tires were also damaged due to this issue. This is a known problem to Keystone and they should make this right to the customer. https://www.arfc.org/rvs/**********************/raptor/recalls/000076886002551717000000022/recall.aspx

  Customer Answer

  Date: 09/15/2022

  Full Vin
  *****************

  Date of Manufacture
  Oct. 2, 2017

  Make
  Raptor

  Model
  428SP

  Manufacture
  Keystone

  Attached are photos, bills, responses from Keystone, etc.

   

   

  

  Business Response

  Date: 09/28/2022

  Thank you for contacting Keystone ** regarding a complaint initiated by **************. Although we understand ************** beliefs, the ** in question as of todays date, does not have any open recalls . It does appear that non warranty goodwill assistance was offered however declined.

  We do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 09/28/2022

   I am rejecting this response because: the "goodwill " offer was not rejected. Once again Keystone is lying.   We needed to consult with an attorney and had been waiting to hear back. We have not hired him yet, just a consult.  The fact that our friends 2017 was recalled and has the same exact part number on it from ******* needed to be Investigated.  Keystone knows there is an issue with these hangers as they have been recalled on other units by Keystone and by *******. The manufacturers should stand behind their product and they don't. Mu parents have a 2021 and there are clearly rei forced stabilizers which is another tall tale that they know there are issues.  
  
  

  

  Business Response

  Date: 10/07/2022

  Thank you for the additional response. At this time, our reply will remain unchanged in this matter.