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:07/31/2024

  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.

  I've been waiting since 4/28/2024 for them to honor warranty on a broken couch. They have told us multiple times that the couch has shipped and it has not. I can not even use my camper due to them not sending a replacement couch in a timely manner

  Customer Answer

  Date: 08/01/2024

  The model is a ***** ***** 23RB, The vin number is  *****************

  

  Business Response

  Date: 08/15/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. We are sorry for the delay in this matter. The original sofa was no longer available from the manufacturer however a replacement was located and has been delivered to ****************** dealership. Should she have future concerns arise, we can be reached directly at *************. 

  Customer Answer

  Date: 08/20/2024

   I am rejecting this response because: half of the couch still hasn't even shipped from the business, it was supposed to be delivered on August 12 and since August 5th there has been no movement on it. I still do not have the couch. 
  
  
  

  

  Business Response

  Date: 08/27/2024

  Thank you for the additional reply. We will reach out directly on this matter to verify nothing further is needed from us. 

  Customer Answer

  Date: 08/27/2024

   I am rejecting this response because: I still haven't received the couch!!
  
  
  

  

  Business Response

  Date: 08/30/2024

  Thank you again. We have reached out to the number provided and would be happy to discuss what further is needed upon being able to connect. 

• Initial Complaint

  Date:07/26/2024

  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.

  The camper is a brand new 2024 keystone **********. Purchased in May 2024. This camper has extensive water damage. The door was installed inappropriately by the manufacturer and we thought because of that issue when it rained, the water when in the camper. However that is not the case, the slider roof has water damage and its leaking, I has caused major damages to the entire camper and Keystone does not want to either replace it or give me my money back. You can clearly see from the picture the damages to this unit. Keystone is only allowing some repairs but the main leak is not being fix. In this two months since i purchased this camper I have only had it for about two weeks the rest of the time it has been sitting in camping world parking. I am very disappointed with this situation. I bought a brand new camper for peace of mind and it just has cause me stress and hardships. We havent been able to enjoy this with my kids. Its completely unacceptable. I need some answers immediately.

  

  Business Response

  Date: 08/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. In an effort to answer all outstanding questions and eliminate any confusion, a representative will be reaching out to ****************** directly to discuss further. We appreciate you bringing this matter to our attention and providing us the opportunity to assist further. 

  Customer Answer

  Date: 08/26/2024

  My complaint has not been resolved. Keystone called me and said they will call camping world to revolve the issue and they have done nothing. I did not receive any other phone calls or any resolution. More damages have come up which I explained to keystone and they have done nothing. 

   

  Kind regards,
  
  
  *****************************
  Real Estate Agent 
  International Professional Realty Inc
  Phone: ************
  WEB: www.cynthiasanchez.realtor
  Email: ******************************
  
  
  
  ***************************;
  Owner/Contractor 
  BellAir Screen LLC
  LIC SCC131153138
  Phone: *************
  Email: ************************
  

  
  

  

  Business Response

  Date: 08/30/2024

  It appears that after numerous attempts to reach ******************, we were able to connect. We will authorize repairs to all warranty repairs submitted to us in a timely manner now that the ** has been taken to a dealership. As always, our only goal is to reach a full resolve. 

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because: keystone has never contact me back. Unbelievable.
  
  
  

  

  Business Response

  Date: 09/09/2024

  Thank you for the additional reply. It appears that we were able to reach ****************** and her representative stands ready to assist should any future questions or concerns arise. 

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because: I have not received any calls, emails, letter, messages from either Keystone or Camping World. My phone number ************ has always been the same. I am waiting still for some sort of resolution. 
  
  
  

  

  Business Response

  Date: 09/17/2024

  Thank you for the additional reply. The most recent communications with ****************** were on 9/11/2024. We will continue to work diligently to address the repairs needed with her repairing dealership. We also remain available to ****************** anytime during normal business hours at *************. 

  Customer Answer

  Date: 09/17/2024

   I am rejecting this response because:
  The front entry door was one of the things camping world fixed they just hammered down the door. You can see the damages they caused, and on top of that broken rubber and missing screws. Let me remind you again this is a 2024 unit.  (I have pictures and videos) 
  I NEED A NEW UNIT ASAP.  Im not tolerating this disrespect. This is completely unacceptable. Doing crappy repair jobs, seriously. Been paying for an unused camper for 5 months now, the damages are too much to correct/fix. There is no way to fix it. The repairs are unprofessional, cheap and I still have the roof leak which is making damages the small things they fixed. Why dont you send someone from your offices to look at my unit and make a determination. Because at this point this is ridiculous. 
  
  

  

  Business Response

  Date: 09/17/2024

  Thank you for the additional reply. While we would not speak on behalf of ********************** dealership who completed repairs, we recognize the frustrations and would be happy to assist with connecting her with them. Her Keystone representative will be in touch to provide answers to any outstanding warranty related questions and guidance. 

• Initial Complaint

  Date:07/15/2024

  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 purchased a brand new 2023 High Country 381TB. Was so excited to get it Jan 11, 2024. It has been in the shop a total of 3 times for 98 days of the 171 days we have owned it. We regret buying it as we have used it a total of 10 days and whoever built this trailer at Keystone did a really bad job building it as everything that is wrong with it so far is do to manufacture. The slide out broke the 1st time we used it. Duct work for the ** was disconnected in several places and dealership couldnt even find it we did by actually looking for it from a thread we read. Back shower was totally disconnected from the wall. The fan covers on the roof were broken. The caulking on the outside of the trailer alone with other molding on the outside is cracked and was loose enough to blow off while we were traveling down the road. All Keystone can say in a disgusting tone of voice is expect 30 days in the shop for warranty repairs. Between the dealer and ******* I would never recommend a trailer from them

  Customer Answer

  Date: 07/16/2024

  *****************

   

  Purchased 1/3/24

  

  Business Response

  Date: 07/29/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. This is certainly not the feedback that we aim to receive from our customers. A representative from our ********************** will be reaching out to ******************** to help get this resolved. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 07/29/2024

   I am rejecting this response because:

   

  we are on our first real trip with the camper and already had a couple issues not even 300 miles from home. 1st more molding has come off above the awning on the slide out on the right side of the trailer. 2nd thing is the straps holding the wiring in place on the kitchen slide out broke loose and we were able to pull off the road in time before it got tore apart on the tires below it and get it strapped up. I will not close this out until this trip is over with as Im sure as the last 2 trips went there will be more to come. This is the worst purchase we have ever made. We are traveling to ************ and hoping our trip lasts till Aug 15th. I will wait to hear from someone at Keystone as all I ever get from your customer service is we need to expect it to be in the shop at least 30 days each time it needs repairs. Making payments on something we cant use is sure getting expensive. So much for traveling this year. 
  
  

  
  

  

  Business Response

  Date: 07/30/2024

  We appreciate the update and will reach out to assist, as replied previously. 

  Customer Answer

  Date: 07/31/2024

   I am rejecting this response because:

  Our first real trip in our RV stinks so far we have had 4 different things happen  I will go from the worst one

  1:Rubber off tire on back below couch slide out still has air in it tore the wiring harness apart put dents in slide out and camper  One tire was replaced just last month right in front of this tire. Lights in back bathroom and above couch not working. 2: Wiring harness above kitchen slide out come loose all of the zip ties broke. We temporarily fixed it with zip ties so tires did not pull it loose. 3. Rubber trim above couch slide out awning blew off. 4. Plastic Cover to fan in front bathroom broke.  $90,000 spent on junk and a lemon 

   

  
  

  

  Business Response

  Date: 08/06/2024

  Thank you for the additional reply. We are in communications and will ensure warranty complaints are resolved as rapidly as possible. 

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because: until all issues are resolved I will not close out this complaint. So far we have tried 3 times to get items fixed and more keeps falling apart. This RV was supposed to be brand new. For new it sure is falling apart fast. We are 1300 miles from home with faulty tires that had only less than 700 miles on them. Have to buy a spare as tires can not be here in time from manufacturer. More things are falling apart such as lighting on the front of the cab, fan in main bathroom parts fell off of. Paneling coming off in main bedroom. Biggest and most expensive piece of junk we have ever bought. Traded a brand new paid off trailer for a trailer with a loan that we cant even enjoy. This was supposed to be our first real trip with this RV and the trip has been a nightmare and very disappointing. We are telling everyone not to buy Keystone. 
  
  
  

• Initial Complaint

  Date:07/12/2024

  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.

  I bought a Keystone cougar RV the very first trip. I took it far too many problems to list on here! I got it back and I just took my second trip in the camper and all three slides leak not to mention the valance just fell out of the wall. I have tried and tried to get a hold of the Keystone company And they keep you on hold forever and give you the option to have them call you back without losing your place in Q. They never call back you wait hours on the phone and then when you finally do get somebody they hang up on you. ! The funny thing is they have your number because they just took it from you to look up your account. I find this to be one of the most unprofessional things Ive ever seen in my life. If I could do it over again I would absolutely never ever buy a Keystone RV from Camping World. I first contacted Camping World about this problem and they directed me to call Keystone RV first. I have never been so disappointed or seen such a poorly put together product or any worse customer service I think ********************** should be ashamed!!

  Customer Answer

  Date: 07/17/2024

  I am returning your message regarding my complaint and my Vin number for my camper is 67443515EA619. It is a cougar model 29RLKWE.
  Sent from Yahoo Mail for iPhone
  

  
  

  

  Business Response

  Date: 07/30/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ************************. We absolutely would like to help in any way that we can. As it appears that there may be some difficulty reaching our call center, a representative will reach out to her directly to assist. 

• Initial Complaint

  Date:06/27/2024

  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.

  We purchased a Keystone travel trailer through Camping World in 2020. The wardrobe slide begain to leak. We took it into Camping world twice in 2021, again in 2022, 2023 AND 2024. In 2024 we found out the continual leak they were unable to fix had caused other damage to the slide. Which meant they had to take the whole slide out, rebuild and put it back in. I asked Keystone if they could help with the payment, since it has been an issue since we bought the trailer. They declined. Any help you can give me for at least some compensation for a faulty unit would be wonderful.

  

  Business Response

  Date: 07/03/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. The recreational vehicle in question was purchased in April of 2020 with the one year limited base warranty expiring in ********************************************** 2023. Although our records do not match the claim being made, it does appear that all repairs are in fact complete including the limited items submitted within the supplied warranties. I am unclear on what ******************** is asking to be paid for however we will be happy to discuss further to gain clarity if he would like to contact us during normal business hours at *************. 

• Initial Complaint

  Date:06/19/2024

  Type:Product 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.

  We purchased a brand new Keystone 5th Wheel 24rdls made by Keystone RV, from Camping World in Hamburg, NY. I have contacted Keystone and they keep putting off doing anything about it. I have taken the unit in for repairs at camping world and I also just took it to Fame RV, so they can submit the paper work. This has been a total waste of time and money. We feel there is an issue with the frame, and it is unsafe to travel with. We requested that the RV be replaced from the first day we had it.

  

  Business Response

  Date: 06/27/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****** *****. Although considerably outside of the initial limited base warranty, complaints submitted to us for warranty coverage just this month have been authorized for completion. We intend to continue to work with ******** should future concerns arise as we value her as our customer. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 06/27/2024

  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. I would hope that they would come through with what they say they will do. We will have to wait and see, but my main concern is the framing of the RV and also the quality of the build. I am scheduled with Fame RV the second week in September 2024, for the repairs and also checking the frame for anything that would cause the unit to be unsafe. I am still not satisfied with my purchase as it's been 2 years and camping world said they would submit the paperwork to have the unit replaced the first night they brought it to me. 

  
  
  

  
  

  Thank you.

• Initial Complaint

  Date:06/09/2024

  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.

  Have had several issues with my Keystone purchase since November2021 purchase. Each time it has been the fault of the manufacturer and still to date having yet another electrical issue. When I contact them they refuse to give any details or take any type of responsibility for a recurring issue. There is no reason for a brand new travel trailer to be having such failures when it is only 2.5 years old. Manufacturer needs to be held accountable.

  Customer Answer

  Date: 06/10/2024

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

  No there is no longer any warranty on the unit. We have reached out several times and have not gotten any of our issues resolved with the manufacturer. We have spent numerous amounts of money getting issues resolved and they just keep *********** into yet a new problem. I do believe that this was poorly manufactured unit and the manufacturer needs to take some responsibility for what has been going on. 

  

  Business Response

  Date: 06/24/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ****** The limited base one year warranty expired in **************************************************************************** place until November of 2024. We will happily honor complaints that fall within the warranty terms. The representative Ms. ***** is working with currently can assist with answering any warranty questions she may have.

  Customer Answer

  Date: 06/25/2024

   I am rejecting this response because:
  I am currently working with ***************************** to see what can be done about these issues that we continue to have even after the warranty period. I feel that Keystone should still be held accountable because it is a continued electrical issue that is slowly plaguing each component with the *** We have spent several dollars over the past 2 years and 7 months trying to clean up problems that were not of our doing. We will see how the certified Keystone tech does when or should he ever arrive. At this time however there needs to be some type of compensation for the money we have put into this RV that should not have had any of these problems just because your quality control and manufacturing team fell asleep at the wheel and forgot about the product they were producing.
  
  

  

  Business Response

  Date: 07/03/2024

  Thank you for the additional reply. We will continue to work within the provided warranty terms should there be a warranty covered item presented. 

  Customer Answer

  Date: 07/07/2024

   I am rejecting this response because: I know there is no warranty terms. Keystone knows as well. They also know that this RV is a complete failure on their part. They also know their customer service lacks customer service. 

  At this there is nothing further that can be done with this lemon I have been stuck with. Keystone continues to jerk me around and twist things to fit their needs. Lies are all one can receive from them.
  
  

  
  

  

  Business Response

  Date: 07/09/2024

  Thank you for the additional reply. There is in fact warranty remaining as relayed in our previous response. The structural warranty remains in effect until November of this year. For further information on this warranty, including what the coverages include, Ms. ***** can contact us direct and we will be happy to discuss further. 

  Customer Answer

  Date: 07/10/2024

  I agree it has structural warranty still but that is just the structure. It doesn't include current issues or the run around I have been getting. After July 19th we will find out if this particular RV is still a dud or if it can be salvaged. And let's hope that ****************** is true to her word about covering this second round of charges.

   

   
  
  

  
  

• Initial Complaint

  Date:06/09/2024

  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.

  1. Black Tank and the gray tank were installed or labeled backwards or incorrectly 2. Black tank was ruptured upon delivery 3. Waste tank pulls were hard to operate till they broke and had to be replaced 4. Tank sensors have never worked even after being replaced by our mechanic and always read full even when the tanks are empty 5. Stitching on the Tri-fold couch and both Recliners tore at the seams within the first month 6. Exhaust Fan in kitchen stopped working and had to be replaced 7. The Auto-Level panel failed and had to be replaced 8.The TV has a long blurry line that started at the bottom half of the screen and now half of the screen is unviewable 9. The hot water line in the kitchen leaked and had to be replaced 10. There currently is a leak on our roof near a vent, the roof is slowly deteriorating.11. Our Keystone Representative has failed to keep in contact with us in a timely manner, I had to ask if she was still employed 12. Keystone has failed to respond to our letter that was e-mailed to Corporate or Customer *******. ********************** has failed to reimburse our first reimbursment check in a timely manner and am still waiting on over $4000. of our other reimbursment check.

  

  Business Response

  Date: 06/27/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by *****************************. Currently, a Keystone ************* Specialist is working with ******************** to process any and all warranty related complaints. Our only goal is complete resolve and will continue working with ******************** until that is achieved. We appreciate you bringing this to our attention. 

• Initial Complaint

  Date:06/04/2024

  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.

  On April 25,2022 my husband and I took delivery of a 2022 ****************, vin # *****************. A ****** RV bought brand new.Since then there has been nothing but problems with it, which my husband has handled himself First the awning arms broke. Both times as it was being extended with NO wind or bad weather. Second, was, in the beginning of this year, the water pump, for whatever reason broke and flooded the main bedroom floor. Had to clean that up and fix that. Now, this past week we had no air conditioning! Since there is a maintenance person at the campground we stay at, which also had an RV dealer on site that he worked for, I had him look at it. According to him, he did some diagnostics on it and found the A/C unit to be no good and needs to be replaced! In over twenty years of camping and owning several other brands of campers, this by far, is the worst experience my family and I have ever had with a camper. I fail to see how this unit is no good in just over two years! Not only that it seems that no one is willing to discuss why this happened. Poor workmanship? Garbage A/C unit? A million dollar company should be able and willing to stand by there product! I find it shameful that the only thing I can do Is pay over $1000 out of my pocket for a new A/C unit. I would not recommend this brand or manufacturer to anyone based on this experience alone. After talking to a service rep from Keystone I was told, they wouldn't be able to do anything. Again, beyond poor business and customer service. We have contacted them and the refuse to deal with this.

  

  Business Response

  Date: 06/24/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. The recreational vehicle in question was purchased in April of 2022. To date and according to our records there has been no service history on this RV either before the limited base warranty expiration in 2023 or since that date. While we are certainly sorry to hear of the air conditioner concerns, we would like to discuss further with ****************** to provide resources for any possible warranties remaining from the manufacturer of the air conditioner or to help with troubleshooting. We can be reached during normal business hours at *************

• Initial Complaint

  Date:04/29/2024

  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 bought a 2022 Keystone Hideout in July of 2023. Ive had the unit for 8 months now, and my roof membrane is lifting. I contacted Keystone directly and they say its normal. I sent them pictures, and no response. I sent multiple emails and still no response. I believe this may be normal for a very small portion. Mine is approximately 18x8. Im thinking this will just get worse over time. I only have a few months left on my 1 year warranty, so Im sure there just waiting for that so they dont have to pay for a new roof, and I will be on the hook for it!! 50K unit I shouldnt have these problems after 8 months, and only using 3 times. If Keystone really believes in customer service then they will do the right thing. I want a new roof replacement or refund settlement .

  Customer Answer

  Date: 04/30/2024

  Its a 2022 Keystone Hideout 26BHWE. VIN # *****************. 

  

  Business Response

  Date: 05/06/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. We have in fact received communications from **************** however there has been multiple replies sent to him as well. While we have not been able to determine a manufacture related concern based on what has been provided to us, we have encouraged him to seek the review of an authorized dealership. Should a defect in materials and or workmanship be found, we will authorize repairs within the supplied warranties. We certainly appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because: this has nothing to do with the warranty work that has been completed, this has to do with the roof membrane separation from the plywood. I brought it to the dealership, and they say its normal!! I do not believe this should be happening to a new RV. Keystone can contact the dealer and speak to them. I have wasted enough time going back and forth. The dealer has all the information on the issue. I want the problem fixed.. 
  
  
  

  

  Business Response

  Date: 05/10/2024

  We will address manufacturing defects, should one be present. ******************** representative will reach back out to his dealership to ensure we have not missed any information in this matter. Thank you again for bringing this to our attention. 

  Customer Answer

  Date: 05/13/2024

   I am rejecting this response because: this issue needs to be either fixed, or some sort of compensation. I understand that it may not be a big thing right now, but it could be a big issue in the future. I spent way too much money on this unit to have the roof fail this early after only owning it for 9 months! 
  
  
  

  

  Business Response

  Date: 05/15/2024

  Thank you for the additional reply. As committed, we have reached out to the repairing dealership. They also note no failure being present with the roof currently. Should a future concern arise that pertains to a defect, **************** is within his structural warranty until July of 2026 and we will certainly honor any and all warranty related repairs.