Complaints

This profile includes complaints for Keystone R V Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keystone R V Company

  2642 Hackberry Dr Goshen, IN 46526-6811

  
• 

  Keystone R V Company

  3000 Westgate Pendleton, OR 97801

• 

  Keystone R V Company

  PO Box 2000 Goshen, IN 46527-2000

  
• 

  Keystone R V Company

  12628 SE Jennifer St Clackamas, OR 97015-9046

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/10/2024

  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.

  Just over a year ago, I purchased a new 2023 Cougar 32BHS from ****************** in *************, ********. This summer, I was having a slide evaluated when Camping World performed an inspection and told me my roof needed replaced. Initially, they thought the rotting wood was due to improper maintenance until I asked them to look at the service record where they could see that three months ago, Camping World had inspected and re-sealed the roof. This caused them to look for other reasons for the rotted roof and, after some time, they were able to find a crack in the black tank vent cap which they state must have allowed water to leak below the seal (which was maintained properly.) I have not been on the roof and do not store the ** uncovered - which is evident from the pictures. There is no damage to the roof at all, just a crack in this vent. I have not backed the camper into a low clearance (again, no other damage except to this small part).Two things were possible, either the part was defective and should be covered under warranty or the tech from Camping World stepped on it and broke it when sealing the roof three months ago. Logically, nothing else makes sense.Camping World filled the warranty claim and it was denied by Keystone and I do not understand why. I have kept up with the required maintenance and this is documented through their service department. It is very, very unlikely this was caused by user error (The Tech actually used the words, "This was not user error.") nor was it caused by some errant falling object. It was suggested I file an insurance claim, but I believe that would be fraud. I would like to see Keystone step up an honor their warranty as I have fore filled all buyer obligations. Thank you for your time.-****** ****

  

  Business Response

  Date: 09/17/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by *** ***** The repairs mentioned by *** **** were approved when we were notified that they were needed. We do appreciate an additional opportunity to review this. 

• Initial Complaint

  Date:09/06/2024

  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.

  I bought a 5th wheel trailer from Camping. World ****************** on Oct 17 2023. Since in have had to take the trailer back in for service at least 6 times. I had to replace the refrigerator which meant taking it back to ****************** over 300 miles away. Then on a camping trip the fridge failed costing travel and camping fees as we came home . After the third visit on a camping trip the microwave quit working and had to be taken in and replaced Then I had to cancel more camping trips as the trip paper started to peel up. They sent a vendor to my home to replace, which later it would all come up again. I have taken it in to have a leaking drain valve replaced and it still leaks. Now with my last trip in two weeks the main slideout will not go out. So I keep taking in the trailer they evaluate it and wait for your approval. I keep making payments but all get is a lemon back. Tge trailer has been in the shop more than I have been able to take camping this year. Keystone has never offered any kind of compensation. They act like they have done nothing wrong

  

  Business Response

  Date: 09/17/2024

  Thank you for reaching out to us regarding a complaint initiated by Mr. ********* We are sorry to read of the concerns Mr. ******** is having. He did reach out to us on September 9th and connected with one of our ************* Specialists, who will reach back out to him directly to assist further. Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 12/10/2024

   As of today 12/07/2024 they have picked up my trailer to take back to their factory in ********* OR.  They said it will be there a few months to repair as the list is still much longer   If you want the list I will send it to you as well.   What Im upset with is I pay monthly on the trailer and I dont even have it here  and think about how many times do you buy a car and have to return it back to the factory. I have lost money with trips I have to come home early or taking up to a dealership after each trip to have something fixed.  Even when they Keystone had to pick up the trailer I had to take my time to remove the hitch and it took the shipping company 2 trips to get it hooked up.  This is just another sign how incompetent Keystone Trailers is
  Below is all the things so far have gone wrong with the trailer
  
  
          Trailer 2023 Arcadia
   Hitch had to be replaced
  Installed an inverter( mine working well) 
  Propane tank on the driver side ( left side)
  Left side storage door hydraulic hinder tore out. I replaced the screws and glued  them. ( left side)
  Grey tank leaks into the drain tube I put the catch valve on 
  Draw pump to put water or winterize not working well 
  Back of trailer the drain tube storage was put on by camping world. The round tube is now oval shape, caps hard to put on (the two drain hoses in there are mine)
  Facing tape in the bedroom cabinets peeling off
  Slide out in bedroom was hitting the bed frame
  AC unit in the bedroom makes funny noise
  3 times the the shower door handle replaced 3 times. ( why the foam tube in the track of the shower)
  Fridge replaced
  Water in fridge drains internal not th the outside 
  Fridge and freezer lock handles not always working. (Thats why Velcro on the door)
  Main slide out has torn away from the wall of the trailer twice   Just not right looks bad
  Microwave had to be replaced did not work 
  Cabinet tape all over is peeling away. White cabinets and the dining area and the cabinets above table and below.  ( we dont use the table but the tape is peeling away)
  The trim wood under tv was broken by ******* and you can confirm with them
  The over striker wont light the oven 
  ( have to do it manually)
  Leg foot on stair was bent. This has been this way since purchase 
  Outside speaker works on and off ( it was replaced but I have to hit it to get it to work.  Very muffled)
  The awning sometimes will go out I have to push it to have it go out
   
  Both my wife and I feel this was a used trailer  it was not all working when we bought it and the pawned it off to another Camping World ( Draper Ut) 
  The Draper UT store has been very helpful.  Unlike the St. ****** Ut CampingWorld store that sold it to me.  
  I hope I get a trailer back that all is working. Feel my warranty should be extended another year 
   
  Also please check tire ware and wheel bearings since the trailer is being drove to ***********;
   I would like them to extend my warranty, make the payments until its returned or buy it back at full price and give me money back for my trade in and what I paid this past year 
  Thank you, 
  **** ********
  CC ShepherdLLC
  

  
  

  

  Business Response

  Date: 12/13/2024

  Thank you for the additional reply. Mr. ********* representative will reach back out to ensure there are no outstanding questions remaining surrounding repairs. 

  Customer Answer

  Date: 12/13/2024

   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

   

  but I want the complaint open until Keystone resolutions all the issues. 

• Initial Complaint

  Date:08/27/2024

  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.

  Horrible company. We were sold 2024 keystone ******* from the dealership located in *************. We paid extra to have a tankless water heater installed. They did a horrible job with the install, they put the wrong door not the outside of the unit. They left the water heater exposed to the elements and got lucky that it didnt burn out. They didnt have water connected to the unit when we did put walkthrough so they didnt show us anything that had to do with the water. They said we would get that when they delivered it to our place. The guy that delivered had no clue how to do anything. He doesnt work for them he was just a delivery guy. We had no idea that the toilet was supposed to hold water like a regular toilet. Our camper smelled no matter what we did. My husband figured out that it was supposed to hold water by googling. Based on what he found it seemed we needed a new ring so he ordered it and replaced it. That wasnt it. I tried getting help from the dealership they were no help. Refused to send any help. They knew we didnt have a way of bringing it in. Thats why they needed to deliver it. After calling around for weeks finally got someone to come out. When he arrived we told him that we were having issues with the water heater not consistently having hot water. He looked at it and realized it was installed wrong. He looked at the toilet told us it was broke . The flap was broken from before we got the unit behave it never held water. The inverter was also not working. He got all the parts needed for the other items I purchased the toilet. The dealership refused to do anything. Told us to call keystone. after weeks of jerking me around they are only covering $187.50 out of close to $1000 that we paid out.

  

  Business Response

  Date: 09/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ******** While we are unable to speak on behalf of her dealership, I do see that we have been in communications with Ms. ******** In an effort to clear any misunderstandings we may have, we will reach back out directly. 

• Initial Complaint

  Date:08/26/2024

  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.

  Purchased 12/27/2023 Total $29465.25 We purchased a brand new Keystone Passport trailer LazyDays RV of *****. It has had numerous structural issues that the Keystone advisor has admitted is not typical for a new RV. The largest current issue is a leak from a faulty sealed roof causing leaking which resulted in structural damage and mold growth. ******** has expressed that it is hard to get in contact with Keystone which is further delaying repairs. ******** has submitted more pictures, measurements, and work hours as requested by Keystone. The attached work order shows that mold test is needed to see if mold remediation is needed which impacts the trailer itself but also the air inside and materials such as the curtains and mattresses. The trailer is in the rain bay torn open to show the extensive damage. Being in *******, this no doubt is allowing continuous mold growth. Keystone has denied payment of the mold test which is $1000. The mold test does show that mold remediation is needed. We are not confident in the structure, stability, or safety of the trailer. There is no timeline of repairs and it's been 3 months so far making payments on a new trailer that we can not and have not been able to use due to prior repairs. We are worried that even once the front wall is replaced, we will be subjected to remnants of mold growth from not being remediated which can cause future damage and health issues for me and my family including my young children.

  

  Business Response

  Date: 09/11/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** One of our customer care representatives has been in contact with Mr. ******* directly to ensure all concerns have been answered to. We will continue to assist anywhere we can to get Mr. ******* back to camping in his beautiful RV. 

• Initial Complaint

  Date:08/20/2024

  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.

  Purchased a brand new 2024 Keystone Impact Edition unit that was leaking on the dealership lot prior to purchase ( we have pictures that are time stamped for proof) with a promise from the finance and service managers that the leak would be 100% replaced through a claim that has never been filed. Now water damage from the leak is causing continuous issues with the unit but proper documentation has not been made from the dealership to keystone indicating the leak prior to purchase that indicated poor manufacturing from Keystone.

  

  Business Response

  Date: 08/29/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******. One of our ************* Specialists will reach out to Mr. ****** directly to assist him through the warranty process. He can also reach us during normal business hours at *************. We thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because:
  I still do not have the unit that we purchased as it has been at the dealership for repairs for 4 weeks and the roof has still not been replaced or a claim filed for it to be repaired to our knowledge. 
  We have been making payments on a unit that we have not been able to use due to all the repairs that have had to be made on a brand new unit. This is completely unacceptable!
  
  

  

  Business Response

  Date: 09/10/2024

  Thank you for the additional reply. As committed, Mr. ****** representative has been in contact and will continue to be in an effort to assist both Mr. ****** and his dealership. 

  Customer Answer

  Date: 09/10/2024

   I am rejecting this response because:
  I still do not have the unit from the dealership fixed!  It has been 5 weeks
  
  

  

  Business Response

  Date: 09/17/2024

  We are sorry to hear that the repairs being completed by Mr. ****** dealership are not completed yet. Our goal is complete resolve and we will reach out again to see how further we can assist. 

  Customer Answer

  Date: 09/17/2024

   I am rejecting this response because: the dealership, ****** ** in ****************, who sold us the camper, is not correcting the issues regarding our brand new keystone unit and the appropriate documentation pertaining to the leak in the roof and damage that it has caused. It has been serviced 3 separate occasions for the same issue which is the roof leaking since manufactured.  The unit is a lemon and we are requesting an exchange of a new unit.  A lawyer is also being pursued at this due to no resolution and not having our unit that we are and have been paying for. 
  
  
  

  

  Business Response

  Date: 09/23/2024

  Thank you for the additional reply. We understand the request however will continue to work diligently towards resolve of any outstanding repairs. 

• Initial Complaint

  Date:08/19/2024

  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.

  Keystone refuses to honor structural warranty, last communication 8/19/2024. The camper was bought new and quickly discovered a frame vertical support rail was missed in construction, this was later confirmed by dealer to be true and Keystone notified by the dealer. Keystone has refused to honor the warranty many times but after a struggle they agreed to fix the issues. They took the unit back in and told me it was done and if I did not pick it up, I would be charged every day it stayed at the dealer, I picked up the camper after dealership did the scope as directed by Keystone (Vertical beam not installed), I have never signed anything saying the scope to be done, work was done or completed. Again today, Keystone told me they consider resolved despite still missing vertical frame support. I have all history in writing including date of discovery, dealer notes confirming it missing and everything in between. I have only uploaded the last of a chain of hundreds of emails and none of the documents or pictures as their hundreds available showing timeline, all communications, pictures and so forth.

  

  Business Response

  Date: 08/28/2024

  Thank you for contacting Keystone ** regarding a complaint initiated by Mr. ********. While I can understand and sympathize with the complaint, the concern here is that the awning wasn't attached to the stud behind the wall. It was missed by a few inches however has been corrected and the awning reinstalled. The ** is back in Mr. ******** possession with no know failures of the repairs.  We do appreciate you bringing this matter to our attention.  

• Initial Complaint

  Date:08/16/2024

  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 keystone passport 3352BH feom GeneralRv in *********, ** in August 2023. We were told by the salesman that there were several outlets in the camper that would work with the onboard battery. These outlets have a yellow sticker on them that says inverted Outlet.When I had the unit in for some warranty work, including a complaint that the outlets dont work on battery, it was noted that there was no inverter and that the plugs were prepped for use with an inverter.There are a couple other systems on the camper that I knew were prepped and had possible upgrades, and each had a label that said prepped for.In this case, the labels say inverted outlet which to mean means that is their current condition, not a possible future one. The dealership reached out to keystone and the claim was denied, stating that the labels mean is it capable of being an inverted outlet. The dealership provided a build sheet (not provided at POS, that I recall) that shows the items in the solar flex 200. Im dont believe this was provided to me, nor something I could have located online. Only now, when I look up the sole flex 200 do I see it says inverter not includedthere is NOTHING on the generalRV website for this model that makes any reference to the inverter as being an option. This looks like clear false advertisement.

  

  Business Response

  Date: 08/30/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ****** It is correct that an invertor is required for inverted outlets. We do offer information on the solar packages on our website at www.keystonerv.com if Mr. ***** is seeking further information however it appears that the package for his RV is correct as he relayed it. We wouldn't have a working knowledge of his dealerships advertising at the time of purchase to provide a response in that matter. 

• Initial Complaint

  Date:08/12/2024

  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.

  Had my ** into the dealership because the flooring was bowing. You can feel the metal frame of the ** as you are walking thru the camper. Dealership took pictures and turned them in Keystone factory. Dealership also said the flooring needed to be replaced but they couldn't fix it there and the camper needed to be taken back to the factory. Keystone denied the claim. I called Keystone and they also denied my claim. They told me over the phone " this is not a house, the floors do bow".

  

  Business Response

  Date: 08/21/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. The recreational vehicle was purchased in March of 2021 and is currently outside of all warranty coverage. Outside of this, we have not received any indication of a manufacturing defect being present. We can appreciate the frustration in this matter however would decline the assistance being requested. 

  Customer Answer

  Date: 08/22/2024

  Hello, I couldn't find a place to respond to Keystone. It says I am out of all factory warranty but the original complaint about the flooring was done in September 2023 at the dealership.  *************** in ******, **. They also have seen the flooring and said it needs replaced. They also sent in photos to Keystone. 

   

• Initial Complaint

  Date:08/04/2024

  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 2022 ******* 263 bh. This camper sits on a seasonal site and is not trailered. At the end of last season (October 2023) the slide would not come in. Upon arriving at the start of this season March 2024, the slide out was flooded and moldy. It needed to be gutted and personal items and furniture thrown out. When the rv repair came they said that the slide adjustment plate snapped, a manufacturing defect.I have filed a claim with Keystone sending pictures of repair bill that does not include furniture or personal items. I have called numerous times and sent numerous emails. My last call I was informed that They respectfully decline the claim. I requested management to call me, which they have not. How can you deny a claim that was CLEARLY a manufacturing defect.

  Customer Answer

  Date: 08/06/2024

  The structural warranty is 3 years so it was reported while still in warranty. 

  

  Business Response

  Date: 08/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. We are certainly sorry to hear of the frustrations and upon full review of her file, it appears that regardless of if there was in fact a defect presented, we have assisted with repairs. ******************** is currently working with one of our ************* Specialists who will continue to work diligently towards rapid resolve. We appreciate you bringing this matter to our attention and providing us with an opportunity to assist. 

• Initial Complaint

  Date:08/03/2024

  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 Dutchmen (A division of Keystone) 2023 Aspen Trail 29BH. The purchase date on the bill of sale is July 8, 2024 (I purchased it online), and I picked it up from the dealership (Royalty RV - Olds, **, ******) on July 16, 2024. On the evening of July 18, while preparing for our first trip with the trailer, I attempted to close the main access door from inside the trailer, and the door would not latch. I tried from the outside as I had previous times, and it latched by pushing it. After investigating, I discovered the door was warped, and had a bow in two directions. The next day I reached out to the dealership. They told me their parts person would contact me. After not hearing back for a day, I contacted them. They advised me that it's not their problem but they will submit a warranty claim to Keystone, and maybe Keystone would fix it. Keystone requested pictures on the 20th proving the issue, I sent them within an hour. They didn't respond until the 26th, requesting more pictures, using a metal straight edge to measure the bend in the door. I purchased a 6' straight edge for $95 to prove the issue, sent the picture to Keystone the same day. I'm still waiting on Keystone to decide if they will fix this issue. Keystone asserted that they don't make the doors, and they have to contact the door experts at ******* for their opinion on the matter. At the end of the day, Keystone sold me the trailer, the trailer cannot be used for it's intended purpose, my family can't sleep in a trailer when we can't close the door from the inside, this is simply not safe, I have two small children. There's an implied warranty of merchantability. I can prove using ******** that I drove my truck straight home after purchase, where it's parked in front of a security camera pointing at the door in question. The only path forward is a new door. Summer is passing my family by, this is the 3rd weekend of cancelled camping for my family. I need Keystone to fix this defect.

  

  Business Response

  Date: 08/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. The door replacement was approved and **************** updated as to the approval on or about August 5th 2024. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 08/19/2024

   I am rejecting this response because:
  This repair has been approved, but I'm waiting on the door to be shipped, and it appears I have to pay for the labour up front and get reimbursed. Once I see that the door has been shipped, and the labour costs have been covered, I will accept this matter as closed. 
  
  

  

  Business Response

  Date: 08/21/2024

  Thank you for the additional reply. The door was in fact shipped on or about August 12th. On August 5th, as relayed in our original response, we authorized the repair along with the requested labor time and part cost to complete the repair.