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.

close

Find a Location

Keystone R V Company has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/16/2024

  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.

  Purchased new 2023 Keystone Crossroads Hampton modle 370FDL in March 2023. When operating the oven for the first time the backsplash melted. This of course is a severe concern for safety and fire risk. Keystone will only approve replacing the backsplashwith the same material. This for obvious reasons is not acceptable. The dealer service manager has told me he has replaced several in other units as well. I have rejected this proposed fix and Keystone refuses to change their position to allow a more suitable material such as ceramic or stainless steel to be used.

  Customer Answer

  Date: 04/16/2024

  The destination trailer is a Keystone Crossroads Hampton Model FDL370.  It is Vin *****************

  

  Business Response

  Date: 05/01/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. We would encourage him to follow up with his repairing dealership as this matter was resolved on or about the 16th of April. We do appreciate you bringing this to our attention though as we value every opportunity to assist our customers.

• Initial Complaint

  Date:04/15/2024

  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.

  On 4 7 2024 I purchased a brand new, never slept in, keystone outback 210 URS travel trailer(serial# *********. Before the purchase I looked up the list of options. Included in the options were two lithium batteries( $1300 apiece. Assuming the batteries were in the battery box I went ahead with the purchase. After the dealer prepped the trailer I was informed that there were NO batteries on board. The dealer stated that the trailer must have been bought with no batteries as they didn't know the batteries were missing. I contacted Keystone directly and was told that they removed the 1300 apiece batteries.When I asked why the batteries were removed they stated they could not comment and it was proprietary. This is not a warrantee issue as I never received the batteries. I boondock (camp with no electricity plug in) and the solarflex option was a big selling point. The dealer states my issue is with Keystone since they removed the batteries

  

  Business Response

  Date: 05/01/2024

  Thank you for contacting Keystone ** regarding a complaint initiated by ********************. The ** in question was purchased by ******************** as-is from a 3rd party company. We can certainly appreciate the frustrations though and would be happy to help ******************** locate places to purchase any parts he would like to for his recreational vehicle. He can reach us during normal business hours at **************. We appreciate the opportunity to review this matter. 

  Customer Answer

  Date: 05/02/2024

   I am rejecting this response because:
  I did buy the NEW camper ss is.  The build sheet,on the camper stated that it had two dragonfly batteries.  I was under the impression that all items ordered with the camper were there. The dealer was under the same impression.  We both don't understand why Keystone would remove said batteries. The batteries are part of the solar package.
  
  

  

  Business Response

  Date: 05/06/2024

  Thank you for the additional reply. We can appreciate the impression ******************** was under when purchasing, however it remains an as-is purchase. We are sorry that we cannot offer further assistance in this matter. We do stand ready to assist with locating dealerships for customer purchase items should he require our help though. 

• Initial Complaint

  Date:04/03/2024

  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.

  We purchased a Keystone RV about 3 years ago, and after 15 months the frame completely failed. We were eventually able to come to an agreement with Keystone to replace that RV with a new one. Now the frame has failed on the new one, and Keystone is refusing to offer a reasonable amount for a refund. In addition to the low refund offer (well below market value) they are also utilizing delay tactics such as not answering emails until just before closing, so we have to wait overnight or over the weekend for a response. The phone number for the agent also goes straight to voice mail, of which they do not respond to voice mails left.

  Customer Answer

  Date: 04/03/2024

  VIN *****************
  Model: 2023 ******* High Country 351BH

  They are now not responding to my emails at all

  

  Business Response

  Date: 04/11/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. We would encourage him to contact his representative here at Keystone with any and all questions as it pertains to this matter. 

• Initial Complaint

  Date:04/03/2024

  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.

  10/31/23 I bought a brand new 2024 Dutchman Kodiak ** from Camping world. About less month into having, it we noticed that there was a leak on our front window which we were told that Camping world or Dutchman would not be able to fix it due to it being in the 30-day window of the warranty. Four months into having the ** we have black mold all though out the **. So, we called camping world and made an appointment to bring it to them for them to evaluate it. They found that Dutchman did not seal any of our slide outs, windows or roof correctly, so water has been leaking down into the walls which is causing the mold to grow and things to start breaking down. Our walls are warping, and floor is starting to bubble up due to the water, there is even mold growing on our mattress. They plan to fix the leaks but are refusing to fix the walls and floor. Plus refusing to treat the mold. We are currently living in ******, and I have been sick often now I am wondering if that is due to the mold. There are many other things that was not build correctly. Like our grey water has a leak in it, the latch that holds the ** was not properly put on and resulted of breaking our tv, we have trim that is coming up. Not to mention this ** was 56 thousand dollars and in two years everything will start falling apart. The walls and floor will start to give, and I will still be paying on it. I believe the ** should be completely rebuilt or give me a new one and they are refusing to do so. We have only had the ** for five months and this is what I am already dealing with. I would hate to see what it looks like in another five months.

  Customer Answer

  Date: 04/03/2024

  VIN # is ***************** 

  RV is a Kodiak Ultimate 3371FLSL and is still under an active warranty. 

  

  Business Response

  Date: 04/03/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. Upon full review, we have authorized all warranty repairs submitted to us with no denials of warranty repairs being placed. Our only goal is to remedy any outstanding warranty concerns for **************** who we value as our customer. 

  Customer Answer

  Date: 04/03/2024

   I am rejecting this response because:
  The walls and floors now have water damage, and I am being told that will not be repaired nor is the mold being treated. I was told that once the leak is fixed the mold will "just got away". It will not just go away it is already growing on the walls. The camper is contaminated and will continue to have mold until properly treated.  We have found new things that are wrong, and no one wants to take care of them.
  

  

  Business Response

  Date: 04/05/2024

  Thank you for the additional reply. As with any repairs, damages that resulted from a defect will be addressed as well. We are happy to explain the process further and can be reached during normal business hours at *************, should **************** wish to speak with us. 

  Customer Answer

  Date: 04/05/2024

   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:03/19/2024

  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.

  We purchased ****** at an ** show last April. We noticed a soft spot and a water **** inside the ** when we recently. We brought it to general rv service center to have it looked at and repaired since it was still under the manufacturer warranty. The service center said to do the job correctly and fix the roof it would require 20 labor hours. KEYSTONE IS ONLY WILLING TO PAY FOR 8 HOURS! they said it's the standard time for the job. The problem is they only took 8 hours to put the roof on in the first place and it wasn't done correctly. They need to pay 100% of the repair since it's negligence on their part! Why should I have to pay all the other labor hours to fix something that should of been constructed correctly in the first place!

  

  Business Response

  Date: 04/03/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ************. We have in fact authorized time for repairs to take place and will continue communications with her dealership to ensure we get them anything they may need to complete. We appreciate you bringing this matter to our attention and look forward to getting this completed for ************. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 8th 2023 I purchased a camper from ******** camping world. After the purchase I was doing a walk through with the service tech and he noticed a brown a spot. He said is wasnt a big and would make sure the roof was resealed and fix the brown spot under warranty. After 5 weeks of repair and being told it was nothing serious and that I could pick up my new camper. I was handing some print outs of the warranty works. Upon looking at the paper work is said the camper had moldy farming and need extensive repair. All of this news to me as it was brand new. I have gone back and forth with the company about the dangers of mold and my kids. They said everything is fine. I even noticed after all the repairs they never even sealed the roof. Very concerning and the health ramifications all from a new camper

  

  Business Response

  Date: 03/21/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by **********************. Upon review, it appears that repairs were authorized and completed. If Mr. ********** unit is in fact not sealed, we would encourage him to return to his dealership and to have that completed. We stand ready to assist with any warranty repairs that remain as outstanding and value him as our customer. 

  Customer Answer

  Date: 03/21/2024

   I am rejecting this response because:
  
  I bought a brand new camper that could possibly come with many health risk from mold. I camp with small children. Not to mention the quality of the repair was something to be desired. According to the *** the mold spores never go away. Judging by the work of the replaced interior parts I can only imagine what is behind the walls. I paid cash for a new camper to make sure my family and I didnt have to worry about issues like this. Do your best and caulk the rest. Picture available if needed.  
  

  

  Business Response

  Date: 04/02/2024

  Thank you for the additional reply however we are not clear if there is warranty complaints remaining as outstanding. As relayed in our previous reply, we stand ready to assist with any warranty repairs that remain as outstanding and value ********************** as our customer. He would simply need to contact a dealership to arrange for an appointment. If a defect is determined, it too will be authorized for repairs to take place.  

• Initial Complaint

  Date:02/16/2024

  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.

  Our camper has numerous issues right of the factory that Blue Compass in ************* has been waiting to repair but apparently they keep getting push back from Keystone. Look, my RV has been at the service center for half a year (longer than Ive owned it), so this is getting ridiculous. Please approve the warranty claims, and reach out to the dealership and work with them to fix the solar charge controller (inverter outlets not working when not plugged in) and the iNCommand system that has never worked.

  

  Business Response

  Date: 02/23/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. Any and all warranty complaint have in fact been authorized on this unit including the latest submitted to us for consideration this month. I show no holds on authorizations however we will happily discuss further as we are disheartened to see Mr. ******** level of frustration in this matter. We can be reached directly at ************* during normal business hours. 

  Customer Answer

  Date: 02/23/2024

   I am rejecting this response because:
  
  This is not true. Attached is a text I received from the dealership today about the in command system being rejected for warranty. 
  

  

  Business Response

  Date: 03/04/2024

  We do not carry that warranty therefore it would not be approved through our company. The company who carries the warranty provides warranty approvals and/or denials. 

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because:
  
  I purchased this camper brand new and I expect everything to be working on it. I expect Keystone to ensure this camper is repaired correctly. This is my second Keystone purchase and **** be last if these warranty issues arent handled better. 

• Initial Complaint

  Date:02/13/2024

  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 springville mini by Keystone camper. From the first time we took it off the lot we had many complaints, table bed couple was broken, gutter was damaged didn't work properly, awning **** was broken on one side, and other small issues.I bought the extended warranty, our original warranty ran out as of August 3rd 2023 1 year after day we brought it home.We didn't use it much infact only once did I take it 100mile round trip for a 5 day work shutdown. 4 trips now to colton ** to redue repairs over and over again.August 15 or 18th we noticed there was a major leek, unknown even to this day where it is leaking. I called that Friday, and was told to bring it in that coming Tuesday. That Monday I called to verify if they were still expecting it, I was told no they couldn't get it in for 1 month. Believe it was September 16th, so to protect the ** I bought and lathered through the roof sealant to try and solve the problem myself, at this point the gfi was affected by water damage.Anyways it did not work, so when we did eventually get to take it in, they said they completed the work order and it was ready for pick up. I had to pay for se**ices inorder to take it off the lot.We took it camping that weekend, not only was it still leaking but now none of the outlets were working, and the gfi just kept beeping.I once again scheduled to have it looked at, inwhich we stated we were low on funds and scrapping by so if it wasn't covered by extended warranty, them "colton **" or keystone then not to do anything.I called numerous times over the next 2 and a half months, with little information given and them beating around the ****, not giving much information and false promises of someone getting back to me. now as of Jan 10th 2024. They finally call and tell me they fixed it and I can come get it, come to find out extended warranty did not cover repairs, which were not repaired. It was to cost almost 2200, we stressed how upset we were, and the turmoil

  

  Business Response

  Date: 01/26/2024

  **************** purchased a 2022 Springdale travel trailer in August of 2022, he came in for some repairs as mentioned in October of 2022 as mentioned, and then again in the fall of 2023.  The biggest concern was a leak in the roof of the **.  At this time we have patched the roof and performed a seal test to ensure that there are no leaks present.  Looking at the ****** appears the roof had to be patched because of a tear.  What is hard to determine is if the tear is caused by a manufacturing defect or physical damage.  The bright side is that either of these causes can be a reason to get the ** covered by the manufacturer or by ******************** insurance.  We will determine the cause of the tear and work the appropriate channels to get the repairs complete and covered, and hopefully get reimbursement for **************** on the money that has been paid out of pocket.  As a dealership, we can not exchange or buy back an **, but we will work diligently with **************** to resolve these issues.  

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 01/26/2024

  Tell usBetter Business Bureau:
  
  The issue was not resolved as of yet. Infant since the unit was redelivered Jan 25th, the issue seemed to have gotten worse. As on delivery i noticed there had been water running down the wall during transit.
  I was advised to hold the unit for 1 week, as they felt the issue may have been due to condensation build up. Jan 26th, during rain I inspected to unit and found there were several active steams of water running down the walls. 
  Yhe sole purpose of me purchasing this unit was for means to travel for work, this unit has only been costing me thousands per week being unable to fullfill its duty.
  As the consumer, i feel the dealership should be doing their very best to resolve all issues and expenses out of pocket cost. I strongly believe this issue is due to manufacturers faulty assembly, and they should also have to make appropriate actions to make things right for Colton ******** also believe this should not be on my insurance, as this unit was not properly manufactured.
  
  Regards,
  
  *************************
  
  

  

  Business Response

  Date: 01/30/2024

  Based on conversations with the customer we will pursue getting authorization for Keystone to fix the roof.

  Customer Answer

  Date: 02/04/2024

  The issue is unresolved as of this time.

  My concern is that this leak may not even be because of the roof. It seems like it maybe due to the front wall panels outside the unit, that would be faulty from the factory.

  It could be that the front marker light was never properly installed from the factory, one side was never fastened properly, nor caulked. 

   

  i was informed roof was double coated with sealant, I believe them meant only the small area where a possible tear may have been. *****" section with a 7-9" double coated area.

  I'd like to know if Keystone has returned any calls or emails after colton ** has reached out to them?

  
  Regards,
  
  *************************
  
  
  
  

  
  

  

  Business Response

  Date: 02/05/2024

  We have been in communication with Keystone and they have requested additional documentation.  *****, our Service Advisor, will reach out with an update.

  We will also ensure that there is no additional source of the leak.

  Customer Answer

  Date: 02/09/2024

  The issue is still unresolved, at this time.

   

  
  
  
  

  
  

  

  Business Response

  Date: 02/29/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. We will contact him directly to see how we can help. We appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:02/12/2024

  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.

  Bought 2023 ******* Lantern 17B brand new in July of 2023. There is water intrusion all through front cap area and side. There is area no sealant was ever applied around the ** shroud from factory. S**** exposed on top termination bar, there was never no sealant on the s**** from the factory nor was it caught before delivery. The sealant was spongy. The moisture meter showed some areas have over 60% saturation and there was mold inside the camper next to the bed. Based on how much it would cost to fix, it would be more than what it would cost to probably replace the camper with the issues and possibility of mold in other areas of the wall, I do not believe they can remediate it, and the tech that looked at it did not feel like they could remediate it to keep its value. On the initial call January 2024 they gave me the information for a mobile tech unit RV care pros. Ive had to call several times to check to see on the information submitted by RV care pros. It has been back-and-forth with them accepting what the Keystone certified technician provided them, they continue to stay. I need to take it to a dealership to have the same thing done. It has been weeks to try to get a hold of them and make this work, as I am in an extended stay in the camper. I have had to call to get any information or confirmation of what they received. They have not worked with me to try to figure out ways to assist in getting it to the dealership or what to do while it spends all day at the dealership getting assessed again, when I will have distressed animals, stuck in my car for the day. No additional assistance has been provided to figure out any way to remediate the issue caused by their negligence.

  

  Business Response

  Date: 02/29/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. We are certainly sorry to hear of the troubles ************** has had. We are working diligently to bring this to a fair and reasonable resolve and most importantly take care of our valued customer. We will reach back out to ************** to discuss further. Thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:01/29/2024

  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 purchased a brand new 2022 Kodiak travel trailer from ************************************ in January of 2023. It came with a 1 year manufacturer warranty. During the summer of 2023 I noticed the outdoor kitchen door was warping to where I had to lean into it in order to lock it. I took it into *************** for them to fix the door. The techs found 2 different entry points of water due to poor workmanship from the manufacturer. The first being they had broken screws, screws that were too long and also screws that were sunk in too deep and nothing was sealed properly along the edge of the frame for the outdoor kitchen door which allowed water in. The second issue was the manufacturer drilled too large of a hole under the awning arm to run 2-3 very skinny wires and then they did not seal anything and that also allowed water in. So there is now water damage from the rear passenger side of the camper where the outdoor kitchen is to the bedroom in the front of camper. So the entire passenger side of the camper wall needs to be replaced including the laminate wall. ***** told Keystone they need at least 90+ hours in labor alone and that that doesn't include anything else that needs to be replaced. Keystone is arguing with them that they do not need that much time. ***** and I have tried unsuccessfully on numerous occasions through phone calls and emails to get answers. As of last week the camper has been in *****' lot for 60 days. I'm paying on something that is not in my possession and cannot be safely used. I was told by ***** that as of right now it is not structurally safe with the current water damage and swelling of the wood and they have been doing everything in their power to get us some results. Keystone has to be held accountable and this needs to be remedied ASAP. I want the camper fixed so its safe and useable again or I want Keystone to buy back their defective product and refund all money and give me something that has been built properly.

  

  Business Response

  Date: 02/09/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. We are addressing his concerns fully through repairs and look forward to getting him back into his recreational vehicle and camping upon completion!

  Customer Answer

  Date: 02/10/2024

   I am rejecting this response because: This is such a generic and canned response that is not acceptable. They only started contacting us because the BBB and consumer products division got involved. As of todays date February 10, 2024 our camper has been sitting in the lot of *************** for 79 days. Keystone has been fighting us and ***** on the needed repairs and wanting ***** to cut corners which they refused to do. Keystone KNOWS the entire passenger outside wall needs to be replaced they, ***** and myself have the pictures to prove the water damage and wood rot. But their response to us is when the camper gets picked up which won't be until March 11 (109 days on that date) they have to do a visual inspection and then order the wall which can take another 3-4 weeks. They KNOW the dimensions of the wall and it should be ordered NOW not in another 2 months. And then they state another 3-4 weeks to do the repairs. That puts us at the end of May WITH NO GUARANTEE that it will be completed. As of February 2024 we have paid out to our loan company $1500.00 on a camper that isn't even in our possession nor can it be safely used. Waiting on completion at the end of May (MAYBE) puts us out another $1500.00. We also asked for pictures as the work is being done and they refused. Knowing that their company is the reason behind all this damage they should have at LEAST offered us a loaner but "that isn't an option" according to their customer care. We asked if the ********************** was willing to reimburse us for the time without a camper and their response was "it would be a goodwill gesture if Keystone decided to do so. And that wouldn't happen until AFTER the camper is back in our possession and at that time would do a review" So we know how that will turn out. So NO we are not happy with their response and expect them to offer us SOMETHING IN WRITING which of course they refuse to do.

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

   

  
  

  

  Business Response

  Date: 02/23/2024

  Thank you for the additional reply. We certainly understand the frustrations and will work diligently to remedy all complaints once at our facility for repairs. Our only goal is to reach a complete resolve in this matter. 

  Customer Answer

  Date: 02/26/2024

   I am rejecting this response because: Once again, generic, canned responses. There are pictures attached of the destruction THEY CAUSED by poor workmanship. This is their s**** up NOT OURS. The picture of the HUGE HOLE for 3-4 tiny wires was something that they wanted *************** to just "fill with silicone". REALLY?!? Because the damage was already done, the water had already entered the camper and warping everything. If they truly "understood our frustrations" they would be giving specific answers and/or remedies NOW not once the camper arrives for repairs. But they don't care, and answers won't be given. We have been down this road already with Keystone with unanswered emails, returning phone calls that never happened etc. Here are 2 people in particular that kept "passing the buck" ********************************* (regional dutchmen) and *************************** (customer care). 

  The pictures of this water damage make the camper look like it was sitting out in the elements FOR YEARS! All due to their carelessness. I'm not letting this go until I get some sort of satisfaction from the company. Like specific answers. IF and this is a big if we get our camper back by the end of May, we will be out $3000. Where's the compensation? Where's a loaner? or a replacement? These are simple answers that they can give IF they really understood our frustrations. We all know what will happen if "I agree with their response". They will think everything is ok and then when we start calling looking for answers and updates no one will give us any information and we will get passed from person to person with empty promises.
  
  

  
  

  

  Business Response

  Date: 03/04/2024

  Our company will remedy all warranty complaints thoroughly with full explanations as to the repairs being done once the ** is in for repairs. Again, while we would not be able to remove the frustrations, we intend to resolve the complaints. 

  Customer Answer

  Date: 03/05/2024

   I am rejecting this response because: Again, generic responses. ***** wants to give any specific answers. This is where part of the frustration is. They KNOW they don't plan on helping out in any way shape or form. They argued with *************** that it shouldn't take their service team more than 22 hours to fix all the issues. But yet they (Keystone) say they need 2+ months?!? And this ***************************** place AFTER Keystone seen all the videos and pictures of the damage they caused by employing incompetent people. So this will continue on until I get something in writing from Keystone on what they are going to do to make things right. And I'm tired of hearing "everything will be done within the warranty". Yes it will, and the only reason they know they have to honor that warranty is because the consumer protection agency is eagle eyes on them. My camper has been sitting at ***** for almost 4 months now and with every snowfall and rain we get the damage is GETTING WORSE! But of course they keep taking their sweet time and not until formal complaints have been filed against them do they "want to make things right" which now puts the repairs into the camping season. This will keep continuing on until they give me SPECIFIC answers.