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:03/03/2025

  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.

  ****** was taken into local dealer for repairs with original warranty repairs approved by ******* on 6/6/24. Repair request was filed in late May. One of the complaints was that the couch right foot rest was binding up when it was taken in and out. This led to the LED lights for the foot rest to be cut. Keystone authorized the dealer to repair the lights only per warranty authorization supplied to me. Once lights were received I took the camper back in and let the dealer know the binding is still happening. This was on September 12th. I also let the dealer know the binding was still happening on July 9th via text message with pictures sent to them. Keystone is declining to repair the unit saying the unit is now out of warranty. I have brought up that the work order and complaint were both opened before the unit was out of warranty and they are still declining to repair or replace the couch.

  

  Business Response

  Date: 03/06/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** We have been in contact with Mr. ******* directly and believe this matter to be resolved satisfactorily. We appreciate you bringing to our attention.  

  Customer Answer

  Date: 03/06/2025

   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:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Companies original factory installation of front air conditioner made hole in rubber membrane roof causing roof to rot out and fail. They refuse to accept responsibility costing me $2000 in repairs and much aggravation. They refused even with all evidence provided and lie about fault. Pictures and serial # were provided to prove our case.. I've bought many other campers from this company only to be s*** on!

  

  Business Response

  Date: 03/05/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** We have reached out to Mr. ******* and believe this to be moving in a more favorable direction. Thank you again for brining it to our attention. 

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2022 Montana with a 3 year structural warranty. Frame was inspected by camping world and found to be twisted.fifth wheel hitch has way to much up and down play. 28 months and we still dont have a working stove.mouldings are pulling off walls everywhere because of frame flex. Hot water heater ***laced in 1 week, but water damage never ***aired.had to ***lace furnace at our cost.propane tank was faulty, and propane was leaking into bedroom above it, now we only have one.bedroom door wont close because of frame.bolts have snapped that hold walls to floor of ************ between wall and floor outside bathroom is getting bigger every time we walk on it.sliding glass door track in bedroom closet has ripped out of ceiling because of ********** side of camper, cannot close the slide because when frame twisted it broke teeth off a gear that moves the slide.outside awnings do not close all the way so we have to duct tape them so they dont open when we are moving.We are suppose to be off site on April 1, but they cant send anyone until April 4. We live in the camper full time, and they said it might have to go to ******* and housing is not there problem basically leaving us *********** has already been 6 weeks and now another 5 until they come to inspect the frame.I have sent a detailed list of problems to a claims *** named ******, but she says she never heard anything about the slide and she will have to start another ***air order even though it is listed ***eatedly in my list to her, just proving they didnt even read the list or send it to the appropriate office which it was labeled to go to.They have said they dont do buy backs, but we have found that to be a lie because they have done it many times with the proof being readily available on line.the *** named ****** is a very bad customer service *** because she was rude to me and my wife, and would not listen to our concerns.Camping world has over 2 hundred pics to look at if needed and I have the list

  

  Business Response

  Date: 02/26/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** Repairs that fall within Mr. ****** structural warranty will be authorized for repairs to take place. It appears that this is the case currently and we would encourage Mr. **** to continue to work with his representative who is working diligently towards a final resolve. 

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because:
  
  I have been in touch with ******* and they are trying to get to s.carolina on the 18th of march instead of April 4th.i understand they will then return on april4th to repair the frame.I appreciate the efforts of these individuals to get this repaired, but it seems to be all *******. Keystone has made no effort to repair or even schedule repairs of all the issues. There is a 7 page listJust a note, we have owned this camper for 28  months and have not been able to cook a meal in it.Also the living room slide will not close because a gear has broken because of the frame flex.***** ******* made the foolish comment when I asked her about all that , she said when ******* fixes the frame it will all go back together.there has been no mention of fixing any of these issuesAlso now we have to pay for April at a cost of $1550 to make sure we will have a site for ******* to do the repairs,and if they have to return later or get supplies or parts it could cost double that for month of may and we have already paid for site in ***** for may.

  I am not trying to be unreasonable, but no one seems to realize the problems with this unit.Our granddaughter has a seizure disorder and had to be hospitalized last week with 5 major seizures in one day and put in ***. We could not even pack up and go home, and now we are being held hostage until April. This is unfair, and I dont think keystone is trying to work with us. We would be more than happy to exchange to a cougar with the new style frame but they said no

  so we are stuck here for at least 2 more months with no way to leave, and we dont even know if when ******* comes out on the 18th if they can fix camper on site,it may have to go back to ******* according to them.

  

  Business Response

  Date: 03/03/2025

  Thank you for the additional reply. We look forward to continuing to work with you through repairs. Your representative stands ready to answer any questions you may have in the meantime. 

  Customer Answer

  Date: 03/03/2025

   I am rejecting this response because:
  
  I do not feel they are trying to solve this issue. The frame has twisted and the crossmembers are weak, if the frame is welded( which is your way to solve it) whos is to say the others parts that are not currently twisted dont twist when we try to return to ***** after being stuck here for 2 months now. And the repaired frame will only come with a six month warranty.

  you dont understand that we stay for extended periods of time in one place, what happens when we go to move it in the fall and its out of warranty. This is primarily our home, and now they say after mar 18th it has to be repaired at a camping world for we dont know how long. And maybe go to ********Where are we suppose to stay with all our belongings and two dogs. In my truck, because we are both disabled and cannot afford hotels and travel expenses for a thousand miles to fix this. And I have heard nothing about fixing all the issues inside the tv.

  Not to mention we still have no stove after 28MONTHS. This is not how a reputable corporation should do business, and a simple exchange for a lower grade cougar with the new frame is all we are asking for.

  

  Business Response

  Date: 03/06/2025

  Thank you for the additional reply. Your Keystone representative is the most knowledgeable and best suited to answer any remaining and outstanding questions. 

  Customer Answer

  Date: 03/06/2025

   I am rejecting this response because:
  
  First. ****** is not qualified to handle any response, she knew nothing about the issue. But when I spoke to *******, they were aware and have worked with keystone rv to resolve this many times. And she said they dont do a buy-back program which I know is a lie as I have spoken to several people who have gone this route, or exchanged one unit for another.

  Second. I am sick of getting vague computer responses, and have written to the attorney general in the state of ***** where the unit was ************ well as currently seeking counsel to discuss this matter and what avenues I have available since no one of any importance wants to discuss this with me

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I bought a camper in April of last year from camp world in ****** Wi. and after I got it home I seen that there was a staple sticking up under the rubber roofing.This staple is what the manufacturer used to put the roof s structure together with. We took the camper back to camp world and the people there agreed that the staple needed to come out the company want to wait till the manufacturers warranty runs out or till the staple pops through whichever comes first but if the staple pops through then the water is going to run through the roof and I don't want to pay for a camper with water damage on the inside and I feel I shouldn't have to pay for a brand new camper with water damage can you help me and they sent me an email stating that they wanted to wait and see if the staple is going to pop through and when and if the manufacturer's warranty is going to be responsible for it and I still have that email thank you We financed the camper through a finance company so we are still paying for it

  

  Business Response

  Date: 02/19/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ****** Impressions under the roof membrane are not an abnormal occurrence and this in itself does not affect the structural integrity. As there is a structural warranty in place until April of 2027, we stand ready to assist should a defect arise from this complaint. 

  We thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 02/22/2025

   I am rejecting this response because I bought a brand new camper. With that I did not buy one with a factory defect that we have to worry about causing more damage in the future.i believe that there is no reason to I have to settle for a have a** job on a new camper. I believe that there is not a person any where that would settle for a camper that has a factory defect like this one ******* I want it replaced!
  
  

  

  Business Response

  Date: 02/26/2025

  Thank you for the additional reply and for sharing your opinion. We would welcome discussing this further and can be reached during normal business hours at *************. 

  Customer Answer

  Date: 02/28/2025

   I am rejecting this response because:
  I have tried talking to them in the past about this problem and it got me now where. That is y I reach out to BBB when I found out that you the BBB could help me with this problem so I feel that if I try so settle with them myself I will get nowhere again 
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my 2022 Keystone ******* trailer brand new. I had also purchased the extended warranty which is still in effect till later this year. Since then I have kept up with normal maintenance. In 2024 I had noticed water damage to the inside front driver side, that occurred not long after a hurricane. I had taken it to a private estimator and was told by my Insurance company it was a manufacture issue. I had called Keystone RV and was instructed to take it to an authorized dealer to be looked over and I could not file a claim. In December of 2024, I had dropped off my trailer to the dealer to be looked over, per Keystones request. Later on I was told the amount to repair was $6,149.09. When talking to the dealer, they were going to file the claim with Keystone and It would take time to hear back.On 1/9/2025, I had gotten a phone call from the dealer stating Keystone denied the warranty claim. I was told the warranty does not cover the materials, workmanship or warranty defects. The dealer provided the Claim number #PA03792714 and the phone number of ************ to speak with ************************* wife had called the the number to speak with Keystone. After giving the claim number, the operator said it was denied and nothing else they can do, due to it was rejected by another person. When my wife asked if they could help, all she was told I'm sorry no. When asked by Keystone if we maintained the camper, the lady from Keystone said, it didn't look like in in the photos. The lady kept saying my sorry and hung up. I don't understand how a manufacture cannot honor a warranty, when I had purchased the extended warranty and now I am stuck with the bill to fix on my own, when this problem could have been easily fixed, for not rejecting my claim.

  

  Business Response

  Date: 01/15/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** We are certainly sorry to hear that Mr. ******* was affected by a hurricane and hope all are doing well today.

  In regards to this complaint, Keystone RV does not supply any customer purchased extended warranties so we would not be able to advise to coverage inclusions or exclusions. 

  Based on all information that we have been provided relative to this concern, there has been no manufacturing defect presented therefore we have respectfully declined participation in this matter. 

  Thank you again, for bringing this to our attention. 

  Customer Answer

  Date: 01/19/2025

  If you need anything else please let me know 

• Initial Complaint

  Date:12/31/2024

  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.

  The Fireplace in my camper is not wired per the installation instructions for the fireplace. The instructions clearly stated that it should be on a dedicated circuit. The circuit breaker that is labeled fireplace is connected to the washing machine. The fireplace when on, trips the ***** which should not be connected to it at all. I have had my camper at Camping world 5 times now for this and other issues, I started off with a list of 25 deficiencies, this last time I had 10, now they are telling me my warranty has ran out on my 2023 camper. They aren't standing bye there product.

  Customer Answer

  Date: 01/03/2025

  Per fireplace operating manual it states " Do not share a socket with other appliances when using electtric fireplaces, please use a dedicated socket." There is a circuit breaker labeled "Fireplace" I found out that it goes to the washing machine and the fireplace is wired in with other appliances. Do I need to sue the company for miss wiring this camper?

• Initial Complaint

  Date:12/14/2024

  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.

  Within 18 days of picking up my ******* 17R from Camping World and only two days of staying in the trailer water started leaking under the ** unit. I contacted Camping World immediately and took it in for service two days later on Labor Day 2024. ************* put in a request with Keystone manufacturer for a warranty repair request. It took over 30 days for the request to be approved and parts ordered. Camping World finally called me and said I could bring the trailer back for repairs. I took the trailer in and they attempted to repair the leak. But the next day the leak was still happening so I contacted Camping World again and set up an appointment to go back for repairs. They stopped the leak on second visit by redesigning the Keystone design for ** drainage. However much water damage had occurred with the month plus delay for warranty approval and parts. ************* prepared a warranty repair request again for Keystone approval. It was 50 hours of labor plus parts. At $190 an hour for labor and the parts needed the trailer the trailer is considered a total loss. I contacted a law office that deals with travel trailer issues. They put me in contact with a Keystone representative. Eventually Keystone agreed to give me a replacement trailer but only If I signed and notarized a settlement agreement with a gag order that says I can never say anything about the trailer. I dont agree with the language in the settlement agreement. Keystone is trying to insure no one ever says anything about their poor manufacturing. I cant sign an agreement that I dont agree with so they can cover their you know what. So now I will attempt to find an attorney that will take my case all the way to ensure Keystone is held accountable for poor manufacturing and so I can inform the public about the issues.

  

  Business Response

  Date: 01/06/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by *********. His Keystone representative is in frequent contact with Mr. ***** in an effort to resolve. We appreciate you bringing this to our attention. 

  Customer Answer

  Date: 01/06/2025

   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:12/11/2024

  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.

  Since I have purchased this camper I have had issues off and on for various items. However, the most recent is that the camper is leaking in the front cap in the bedroom and Keystone is telling me that I have to pay for it which is not acceptable. Was told in writing the issue submitted is not considered a warranty defect in materials or workmanship! Seriously how can it not be? Talk about not standing behind your product! I ordered this camper brand new and should not be having any problems. So I would like this looked into immediately!

  

  Business Response

  Date: 12/19/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** in reference to his 2022 Passport 229RK purchased on April 13 2022 . We did receive a submission for repairs of this complaint in October of ********************************************************************************* workmanship. We do appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:12/10/2024

  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 am a disabled veteran and I purchased a new 2024 ******* 17R in May of this year as part of my treatment and management of condition. Less than six months later, the breakaway and electric braking system caught fire while the vehicle was sitting still. The entire system melted and will need to be replaced. Additionally, the axle will need to be repaired and the bearings repacked. Keystone immediately rejected this as being a manufacturer defect despite the electric brake system attempting to engage when the vehicle was NOT IN MOTION. This company does not stand behind its products. I will be filing an additional complaint with the ** business office, as well as filing a lawsuit directly against this manufacturer. A 6-month old RV catches fire while stationary and it was working as designed?

  

  Business Response

  Date: 12/19/2024

  Thank you for contacting Keystone ** regarding a complaint initiated by Mr. ****** The breakaway switch is a safety device that activates the **s brakes if the ** becomes detached from the tow vehicle. Whether the ** is in motion or stationary, if the breakaway pin is pulled, for a period of time melting of wires and the breakaway box can occur. 

  We are sorry to hear that this occurred however it would not be a defect in the product. 

  Customer Answer

  Date: 12/22/2024

   I am rejecting this response because:
  Based on advice of counsel. 
  
  

• Initial Complaint

  Date:12/06/2024

  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 August 2024 we noticed a diagonal separation emanating from the lower left corner of the bedroom slide. We notified Keystone about this as this seemed to be a structural weakness. We were told it would be warranty but they want to do only surface repair on the outside of the trailer body. The body shop repair person says the structural frame of the trailer needs to be exposed and repaired for this to prevent further damage. The body shop person feels that the weakness will only recur again as their is an apparent structural frame flaw and as a surface repair would be insufficient. We do not want to be held liable for damages to 3rd parties and ourselves if the trailer breaks apart travelling on the interstates. This 5th wheel will be 2 years old December 19/2024 and the structural warranty covers 5 years. This warranty repair should be performed according to safety requirements; Keystone merely wants to surface repair. Additionally we have had a very squeaky floor in our bedroom that started at 6 months after purchase that we believe signaled this structural flaw early but was disregarded. Lastly, there is a tear in the flooring in our dinette slide that began at 6 months and this too was denied with the claim that it is wear. The flooring has warranty for 2 years as well. I would like Keystone to honor their warranty and fix our 5th wheel according the safety standards to maintain the integrity of our trailer.

  

  Business Response

  Date: 12/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. *********** We received some of the information required yesterday for this complaint. I do not know where the miscommunication from, however have not relayed the repairs that will need to take place as of yet. We will provide that promptly upon making a determination. We do thank you for reaching out.  

  Customer Answer

  Date: 12/13/2024

   I am rejecting this response because:
  Keystone has not provided any information as to whether they are going to repair this as warranty. We need to have this information and plans on how next to proceed as we will not be staying in **** and having the current rv repair company repairing our 5th wheel as they are unreliable and do not have the facilities to properly repair this structural issue.
  
  

  

  Business Response

  Date: 12/18/2024

  Thank you for the additional reply. Keystone will reply upon receiving all facts from the dealer requesting to complete repairs. Previous to this, we would not provide an answer on warranty coverage. 

  Customer Answer

  Date: 12/18/2024

   I am rejecting this response because:
  The Keystone company has delayed a more acceptable response claiming they need facts from the dealer. We cannot close this as we are not sure they are going to honor their warranty at this time. We are waiting further information before we can make a more educated decision. 

  

  Business Response

  Date: 12/19/2024

  Thank you for the additional reply however it does not appear that there is additional to reply to. We appreciate you reaching out again on this matter.