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:12/05/2024

  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.

  We purchased our 2022 Dutchmen Atlas 2202RB new. The fiberglass walls are now separating on our camper on both sides of the slide. The outer gel coat has air behind it. Their warranty clearly states:Structural means the RVs (i) main steel frame and steel support members (outriggers and cross members) (ii) exterior sidewalls, laminated or non-laminated, including fiberglass, aluminum siding and wall studs (iii) floors, laminated or non-laminated, including decking and floor joists (iv) roofs, laminated or non-laminated, including decking, roof rafters and roof material installation (v) fiberglass cap(s) including paint application, and windshield installation (does not cover damages such as, rock chips, dents, scratches, or failure to maintain) and (vi) slide-out box, exterior sidewalls/end walls/roofs/floors, skeletal framing, decking and roof material installation."The dealership (Camping World, ******* **) has informed me the manufacturer has denied the warranty, claiming lack of "maintenance" I received this correspondence from the dealership:We didnt see where there were any holes allowing water in, I was stating that that is what commonly separates the filon from the wood behind it. In your case we could not determine why it separated because we did not see or feel any water damage.Based on this statement from the dealership, there are no defects causing water intrusion that would have created the separation issues we are experiencing. We would like the manufacturer to stand behind their written warranty.

  

  Business Response

  Date: 12/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** We have relayed a denial in this matter as we have net been presented with a defect as it pertains to the structure of Mr. ****** RV. We will certainly be happy to discuss the proper maintenance of the seals to ensure no future water infiltration should Mr. **** like to reach out to us. This information can also be found in the Owners Manual provided at the time of purchase. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:

   The dealer has clearly stated:

  "We didnt see where there were any holes allowing water in, I was stating that that is what commonly separates the filon from the wood behind it.  In your case we could not determine why it separated because we did not see or feel any water damage." (Per Email - Screen Shot is attached)

   

  I adamantly disagree that I do not maintain my trailer.

  This unit is hand waxed twice a year.

  I use the Camco Rubber Roof Cleaner and Protectant prior to winter storage.

  It is washed multiple times each camping season.

  Keystone/Dutchmen should be standing behind their supposed 'industry best' warranty as I will again reiterate the dealerships statement "In your case we could not determine why it separated because we did not see or feel any water damage."

  There are NO Leaks, which has been confirmed by the servicing dealership.
  
  

  
  

  

  Business Response

  Date: 12/18/2024

  Thank you for the additional reply, however the maintenance that would effectively prevent water infiltration would be maintaining the seals. We certainly encourage washing and waxing however seals are imperative to avoiding water infiltration. We would be happy to discuss maintenance requirements further or they can also be found in your owners manual or on our website at ********************************.

  Customer Answer

  Date: 12/18/2024

   I am rejecting this response because: THERE IS NO WATER DAMAGE.  Keystone RV is denying this warranty claim based on there being water damage. CAMPING WORLD HAS REPORTED THERE IS NO WATER DAMAGE. 
  
  
  

  

  Business Response

  Date: 12/19/2024

  Thank you for the additional reply however our response remains the same. 

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because: Keystone RV continues to deny this valid warranty, based on their opinion of seals not 'properly maintained', though their dealer has clearly state there are no indications of water damage. If there is no water damage, the seals and roof are not compromised. I am now taking the matter to my ******************************
  
  
  

• Initial Complaint

  Date:11/15/2024

  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.

  We bought our 2023 ******, Model 421, on June 2, 2023. In August, 2023, was our first trip for warranty work-generator not working, side by side freeze not keeping food frozen, bedroom slide leaking, leveling system not working. This was not the complete list, but the major ones. Every time we pick it up from the dealer to go on camping trip, we have to take it back for something else, including the bedroom still leaking. In May, we took back due to the bedroom slide still pour water when it rains. It stayed in the shop for 6 weeks this time to rebuild the bedroom slide due to a manufactory defect. We picked it up the end of June during the drought in **. In September, when it starting raining again, the slide began to leak again. We were camping, so we covered the slide and took it back to the dealer on October 16, 2024. I received a call from the dealer stating the main steel frame had broken and that ******* would have have to come inspect it. Time frame was 8 to 12 weeks out. ******* stated they would be glad to do a complimentary inspection when there is a 3 year structural warranty. The inspection is supposed to be done on November 20, 2024. Even after the inspection, it could be 3 to 6 months before we get it back. Out of the 15 months that we owned this camper, this camper has been in the shop now 12 1/2 months. We are still making payments and insurance payments monthly, with no exact time frame to get it back or even if we will get it back. We are in a black hole with n93o end in sight . My husband is a Veteran of the *******. E6.

  

  Business Response

  Date: 11/27/2024

  Thank you for contacting keystone RV regarding a complaint initiated by Ms. ********** We are currently in direct communication and intend to authorize any manufacturing defects that may remain as outstanding. Our goal is resolve as timely as possible. We thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 11/29/2024

   I reject the response because:   The only communications I have had with them is when I called them.   My last call with ******* ***** in ***************** I was told ********************** was done with my Camper and ******* would fix it.  I advised I did not buy my camper from *******, I bought it from Keystone.  My camper has been sitting at the Dealer since October 16, 2024, waiting on inspection from ******* which occurred on November 20, 2024.  The tech told the dealer that it would be another 6 to 8 weeks before he comes back to repair the frame.  Then the dealer will have to completely rebuild the bedroom.  With all the delays from *******, it will be the end of January or the first of February before the camper is fixed.  How is 3 1/2 to 4 months timely?  On top of this, since June 2, 2023, when I bought this camper, I have only been able to camp in it 3 mon.

  
  
  

  

  Business Response

  Date: 12/06/2024

  Thank you for the additional reply. We will continue to maintain communication as needed through the repair process. Ms. ********* has direct contact for her representative should she need anything in the meantime. 

  Customer Answer

  Date: 12/06/2024

   I am rejecting this response because:  The camper has set on dealers yard since October 16, 2024 with only an inspection being done by *******.  I received a call from my contact at Keystone for the first time today, 12/6/2024 to advise camper is being transported to ******* the week of 12/9/2024 and will probably not go into shop until Feb due to being booked for January, 2024.  We will possibly get back in March, 2024.  It should not take 5 months or more to have this camper repaired.  This is unacceptable.
  
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  Trailer picked up on 11/6/24 with a scratched countertop. An attempt was made to fix the scratches that was unsuccessful. Damaged section left of the cook top needs to be replaced to resolve this matter. Trailer was sold by ************* in *********, **.

  

  Business Response

  Date: 11/20/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******* We are sorry to hear of the concern with countertop scratches however we can certainly help get this resolved in a timely manner. A Keystone RV representative will reach out to Mr. ****** directly to assist in this process. We thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:11/08/2024

  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.

  Bought keystone 316rls midnight edition camper in May problems with unit first day out shower doors broke. A/c broke microwave broke and other items. Total poor workmanship. Now denying warranty claim for shower doors due to them not covering glass . Would never give good opinion of Keystone again

  

  Business Response

  Date: 11/14/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** In reference to the shower doors, there is not a defect present that caused the glass to break. We wouldn't attempt to guess at what happened to cause the shower door glass to break however in an effort to assist Mr. ***** we have provided a goodwill gesture because we value him as our customer. Mr. **** has been notified by a member of our ************* Team of the good faith gesture. We appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:11/07/2024

  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.

  We bought a Keystone 2024 Cougar we have had since February 2024. Since that time we have had heating & air issues, refrigerator and Black and Gray tank issues for 10 months. We have had repairs done and then 2 months ago we finally had to bring it into the Dealership. They had it for two weeks and said it was ok. Then we got it back two weeks later having same issues on the heating and air, the refrigerator was is icing up and freezing our food. We have gone around and around with Keystone and the Dealership. They said we need to bring it back in. This is not acceptable because of trying multiple times fixing it. We just want our money back and find another company besides Keystone. Also we have called there people who built the on Command System and the Furrion Company and get no where. It will be going on a year. We should be retired and not having so many issues. Thank you.

  

  Business Response

  Date: 11/20/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ******** We have received requests for repairs since Ms. ********* purchase in October of 2023. Of these requests, all concerns deemed warranty have been authorized for the needed repairs to be accomplished. We continue to stand ready to assist as we have to this date, should there be something that remains as outstanding within the terms of the remaining structural warranty. Our goal is always to fulfill our warranty obligations and in doing so we ensure that our customers are taken care of.

  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 11/25/2024

   I am rejecting this response because:   The refrigerator is now freezing my food and ice is building up and going halfway down the back of the refrigerator. The heat and air conditioning does not work right. We have also had trouble with tank readings (not reading right, never has). Every one of these items have been worked on more than 3 x's. I also at one point told one of techs of the rear window leak by the couch (I know they couldn't find the leak and another leak showed up in the bedroom window), but it happens every time it rains really hard. I feel at this point i have had nothing but issues with this camper and i am done!

   

  P.S. The Dealership had it for two weeks from end of Sept. to the first part of Oct. 2024. They brought it back and the issues started reoccurring within a week.

  Thank You,

       **** *******
  
  

  
  

  

  Business Response

  Date: 12/02/2024

  We continue to stand ready to assist as we have to this date, should there be something that remains as outstanding within the terms of the remaining structural warranty. 

  Customer Answer

  Date: 12/05/2024

   I am rejecting this response because: we bought an extended warranty, and we just keep going around and around with Keystone and Furrion  that have the appliances inside. dealer fix them and we are back in the same boat of not getting fix. this has been going on for almost a year if we take it back again I sure it will do the same thing. we cannot be without our camper like we were this summer for 2 weeks Dealer said everything was fix and it was not week later we are having the same issues. we are at the point now we just want our money back or we will seek legal help.

   

  Thank you

  **** *******

  
  

• Initial Complaint

  Date:10/28/2024

  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.

  A factory installed tire malfunctioned on our trailer causing significant damage. We had not even owned the trailer a year. While performing maintenance on the trailers roof a crack was noted when taken to our dealership of purchase they described it as a stress fracture from a factory installed s**** When our dealership forwarded all their finding to have the proper repairs made under the warranty policy, keystone refused to honour their warranty policy. They will not stand behind their product and fix the issues that have occurred due to their manufacturing process and product choices. This will put us out a substantial amount of money to use the product we already put out a significant amount to purchase assuming the craftsmanship and quality of outsourced parts would have been exceptional! We were very disheartened to learn that not only is the standard for production subpar, so are the parts (ie tires) they use to finish their products. As these 2 issue are a direct manufacturing issue and described as covered in their 1yr warranty period the damage from the faulty tire along with the proper repairs of the crack in the front cap of the trailer should be fixed under the warranty policy of keystone.

  

  Business Response

  Date: 10/31/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ********* We have reached out to Ms. ******** directly to discuss this matter further and appreciate you bringing this to our attention. 

  Customer Answer

  Date: 11/06/2024

   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:10/24/2024

  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.

  We purchased a new 2022 Keystone Fuzion model 359 on September of 2022 from General ** in ******, ** . We were told the main slide had an issue and needed to returned to the manufacture (Keystone) for repair. General ** took the ** to Keystone for repair and we were told the slide was repaired along with other items we found during our walkthru. In Oct we were told the repairs had been completed and the ** was delivered to us on October 11 2022. When we check the ** on Oct 12 2022, we found that there was still an issue with the slide pulleys and they looked like they were pulling off the wall. The ** was taken to General ** in *******, **. General ** notified us the items were repaired and could pickup the unit. We drove down on Jan 2023 only to find there was remaining items including the cable pulleys sitting off the wall. At the end of Feb, we were told the repairs were complete and General ** had the ** delivered the ** in Feb. We return to General ** in June 2023 for warranty items and again mentioned the pulley having off the wall. We were told they were secure and General ** technicians check to make sure they were secure. during the camping season we notice the Slide was jerking and we heard popping noises. We contacted a local ** service technician to come check out the slide. The technicians said the slide was out of alignment and the cables were fraying. The local ** tech said the cables needed to be replaced. we sent the information to Keystone and were told they would not cover the cost. We went ahead and had the cables so we could use the **. While the technician was replacing the cables on the pulleys, we had mentioned several times to General ** came apart from the wall. I reached out to Keystone and General ** since this was an issue of concerting dating back to when were purchased the ** to be told Keystone nor General ** would cover the issue.The attached pictures show where the slide pulleys were repaired but not securely fastened

  Customer Answer

  Date: 10/29/2024

  We purchased the ** on 09/30/2022 from General ** in ******, **. The ** was taken to Keystone after purchased for repair of the living room Slide. The ** carries a 3 year Structure warranty on page 3 of the attached

  

  Business Response

  Date: 11/08/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******* We are certainly sorry to hear of the current concerns. While this complaint wouldn't qualify as a part of the structure of his RV, we would be happy to discuss what his remaining warranty does include should he like to reach out to us during normal business hours at ************** This information can also be found in the owners manual supplied at the time of purchase if Mr. ****** would prefer to review that way. 

• Initial Complaint

  Date:10/09/2024

  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 purchased a brand new RV from an RV dealer in ** (near where I live). We paid over $46,000 for this RV. This RV turned out to be defective, as it has a twist, or a lean in the entire front end of it. To the point that when parked, the back of it is level, but the front has a clear tilt towards the drivers side.This "lean" has been verified by both Keystone and the dealer that it is out of the specifications that Keystone has for the build of this unit. It is my expectation that this is either repaired or replaced. Keystone refuses to do either of those things, and rather, has offered money as a "good faith" offering. The amount they are offering ($5000) pales in comparison to what I paid, and may be a fraction of repair costs that could arise down the road if this issue gets worse. They claim that the issue of my camper is cosmetic only, is not structural, and will not cause or result in any structural issues down the road. Yes, it is cosmetic (as in, you can see it), but for something to have a lean in it, there must be a structural defect inside of it. Further, there is no way they can guarantee there won't be future issues resulting from this problem. It is my believe they should take this unit back, and replace it with one that is actually built correctly and has the proper specs a consumer would reasonably expect to be correct for a new purchase.

  

  Business Response

  Date: 10/21/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** We will reach out directly to Mr. **** to assist with answering any outstanding questions on this complaint. We do appreciate you bringing this to our attention. 

  Customer Answer

  Date: 10/21/2024

  Thank you. I look forward to receiving your reply. Should I expect it via email?

  

  Business Response

  Date: 10/23/2024

  It appears the Mr. ****** representative was able to reach him via phone. 

• Initial Complaint

  Date:10/08/2024

  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.

  Keystone manufactured our camper with a refrigerator that does not work. There is also an electrical issue. After a year of back and forth with the dealership, they provided a replacement refrigerator that was completely different. Without our permission, the dealership installed the fridge - per Keystones request. The new refrigerator does not run on the same fuel as the one we bought. We bought that RV for that specific refrigerator. The electrical issue has still not been resolved.

  

  Business Response

  Date: 10/16/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ****** It does appear that the original refrigerator was no longer available so a replacement was authorized as per the terms of our warranty. If there are outstanding additional issues, we would encourage Ms. ***** to schedule an appointment with her authorized dealership to have any warranty complaints addressed. For help with this or any other concerns, we would love to discuss further with Ms. ***** and can be reached at ************* during normal business hours. 

  Customer Answer

  Date: 10/16/2024

   I am rejecting this response because:
  The refrigerator replacement was not discussed with us prior to the install. There is still an electrical issue with the camper that has yet to be resolved. 

  

  Business Response

  Date: 10/16/2024

  Thank you for the additional reply. As relayed in our previous response, we would recommend contacting an authorized dealership for assistance with any outstanding concerns. For product replacement disclaimers along with warranty coverages and exclusions, please refer to your owners manual or we would be happy to discuss them with you as well at *************. 

• Initial Complaint

  Date:09/18/2024

  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.

  We bought a brand new RV that is still under warranty. We took it in for warranty work because after 3 camping trips the couch is pealing in many places, the awning has a hole in it and isnt sealed properly. They are refusing to replace the couch saying that we damaged it. Even saying that we must have let animals on it. We dont have animals! They are also refusing to fix the hole in the awning saying we must have cut it. Really? We climbed up on our camper and cut the awning, ok. They did agree to fix the seal but they gave the dealership .10 minutes to fix it. Thats 6 minutes. We will see if its actually fixed with our first rain.

  

  Business Response

  Date: 09/30/2024

  Thank you for contacting Keystone RV regarding a complaint initiated my Ms. ****** *****. We provide our valued customers with warranties for defects in materials and/or workmanship. We did receive a request for repairs from Ms. ******* dealership on or about September 9th 2024. We authorized two complaints of the four submitted as these two were determined to be defects. The remaining two items as noted in Ms. ******* complaint were determined to be damage, not defects. We certainly wouldn't begin to guess how they occurred only that they are not failures of the product. We appreciate you bringing this matter to our attention and should Ms. ***** like to talk with us directly, we can be reached at ************* during normal business hours.