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:08/10/2023

  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 ******* refrigerator has not been working since March of 2023 and after working with a mobile repair technician for several months to no avail, he finally told Keystone that our refrigerator was dead and Keystone finally promised us a brand new refrigerator. The Keystone customer service rep working with us, named ***********************, reached out to us to make sure she had all the paperwork to process our parts and labor reimbursements, get us our new fridge, and write down the ** repair shop info that we wanted to install our new fridge. We immediately provided her with everything she needed. That was a month ago. She took a month to tell us we needed a wet signature on the **9 form for our reimbursement. We have not heard anything else from her or Keystone and are only being reimbursed $400 of our $600 costs eligible for reimbursement (I.e. parts and labor, service charges are not reimbursed. We are also not being reimbursed for all the food wasted going rotten in the fridge and the gas costs of going to the grocery store every day for us to eat). We asked for a direct phone number to Rustys desk as it has been 5 months for us living without a working refrigerator. She has not provided us a phone number or responded to our email. No, this is not a direct Keystone product, but its a 2022 camper and a Keystone warranty on the refrigerator that is being fulfilled. We posted a ****** review to address our concerns, to which the owner responded with the owner relations line phone number so we could express our concerns with what we thought was the owner, but this is just the same number for the customer service team. We called that number and spoke with a customer service representative to try and either get a fast response from ***** or get a new customer service representative entirely, neither of which happened. We also asked to be reimbursed for our full $600 of parts and labor fees that we paid, but the rep talked us in circles and gave us no resolution.

  

  Business Response

  Date: 08/17/2023

  Thank you for contacting Keystone ** regarding a complaint initiated by **************. We do not show ***************************** as being a registered owner of a recreational vehicle produced by our company. We would ask that she contact us directly at ************* during normal business hours with the vehicle identification number of the ** owned by her to discuss further. 

• Initial Complaint

  Date:07/28/2023

  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 2022 NEW Keystone ******* High Country RV on 01/28/2023. We noticed on 05/26/2023 the rear AC unit was not working nor was the fireplace working. I called the dealership ******* ***** on 05/29/2023 to inform them of the issues. Subsequently on 06/16/2023 There was a fitting under the sink that snapped in half causing a significant amount of water damage. Keystone is denying my claim under their warranty stating water damage will only occur if left sitting for a long period of time. They have never sent an adjuster to look at anything. Nor are they holding themselves responsible for their own faulty part that caused the water damage in the first place. When I discovered the leak, I took immediate action to clean up all water and place fans out to further assist the drying process. ******* ***** did come out and replace the kitchen faucet but there is still water damage to the lower cabinets. 1-YEAR Limited Base Warranty Summary Keystone's Limited Base Warranty covers defects in materials and workmanship supplied by and attributed to Keystone's manufacturing and assembly of your RV. This warranty is effect for one (1) year from the original owner's date of purchase and is transferable during that period. For even greater peace of mind, during this warranty period, Keystone RV's Owner Relations Team will help coordinate ALL warranty claims processing even for components supplied by other manufacturers. (After that time, you can always work with component manufacturers directly to resolve issues.) For full warranty details, see the Owner's Manual that came with your RV. Manuals can also be found in the Owners section of this website. I have also filed a complaint with the ********* ********** of *********

  

  Business Response

  Date: 08/18/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. We would be happy to discuss the reasons for denials and what is or isn't covered by the supplied warranties directly. We would encourage **************** to contact us during normal business hours at *************. 

  Customer Answer

  Date: 08/18/2023

   I am rejecting this response because:
  
  An official inspection was conducted on 08/16/2023 by **************************. It was determined that ************* ****** inadequately reported long standing water damage when in fact there is NO evidence of moisture that would occur had the water been left as long as the ****** location reported. Furthermore it was reported that adequate action on my part did occur with water damage limited to cosmetic cabinet damage. I am requesting this to be covered under the 1-year warranty as a faulty part caused this issue through no fault of my own. 

  

  Business Response

  Date: 08/25/2023

  Thank you for the additional reply. We would be happy to discuss the reasons for denials and what is or isn't covered by the supplied warranties directly. We would encourage **************** to contact us during normal business hours at *************. 

• Initial Complaint

  Date:07/24/2023

  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 sold me a lemon camper and refuses to do anything! This camper has had issues since we bought it new off the lot. They said they would pay out multiple problems yet I never saw a dime. Now the camper structure has even failed because it was never properly welded and they still refuse to help. They still owe us thousands of dollars and we told them we would let that go if they just fix this problem but they blow us off. The bill I got today (7/24/23) to fix the camper is going to be at least $6,800. We spend almost ******* to buy a new fifth wheel to avoid this type of problems yet it has been nothing but problems. Keystone should stand behind their products especially considering what they charge. This isnt some user error issue. This is a problem that was caused by the fact that this camper was not properly build.

  

  Business Response

  Date: 07/25/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **********************. The subject recreational vehicle was purchased on August 8th 2019 with a supplied one year limited base warranty expiring on August 8th 2020 and a three year limited structural warranty expiring on August 8th 2022. Upon complete review of this file, all warranty submitted repairs were approved with some falling outside of the the actual warranty period. We have in fact honored our warranty in this matter. We are unsure of what is occurring now four years into ownership, however would recommend the ********** utilizing any extended warranties they may have purchased should the complaint qualify for coverage. 

  Customer Answer

  Date: 07/25/2023

   I am rejecting this response because:
   
  I also have a $2,000 claim that was less than two years into the warranty they never paid out even though they even admitted it was under warranty and told me which shop to go to. And even this current issue would have been something that started failing years ago when it was fully under warranty even though the signs just started showing. They are a shady company that will ignore you in hopes you give up and go away!!! I have been trying to get this money back for YEARS! I have a million emails that prove I sent them everything they say they were waiting for before they could pay us out. Then they claim the last person to help isnt working there anymore but they will help them they just ignore us as well. I have any more proof you need. I have hundreds of emails and all the receipts it just wont allow them to attach here for some reason but I would be happy to email them to anyone that wants them. Also I do have an extended warranty but they claim this is something keystone should pay because it is a defect that was there from the time Keystone made the trailer. 
  
  

  

  Business Response

  Date: 07/31/2023

  We would certainly never ignore one of our customers as the file shows numerous contacts. If the ********** would like to reach us they can contact our call center at ************* during normal business hours. 

  Customer Answer

  Date: 07/31/2023

   I am rejecting this response because

  Well I have been ignored many times. i want a specific name then because less than a month ago I called yet again and was given an apology and promised a response in 48 hours that never came  yet again 

• Initial Complaint

  Date:07/07/2023

  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 new RV in September of 2022, tried twice to have the selling dealer do the warranty repairs and the second time they indicated because of the complexity that the unit needed to go back to the manufacturer for some of those repairs. Manufacturer decided to send it to another "highly qualified" dealer for the repairs but upon pickup of the unit a big share of the warranty items were not yet addressed or done in an unacceptable manner and new damage was a result of trying to fix the original damage. It was Keystone the manufacturer who arranged the RV to be picked up from our home and took it to the repair location of their choice whom they guaranteed it would be acceptable. At Keystone I've had direct contact with *******************, *************************** and *************************. it's been in for repairs 3 times for an approximate total of 87 days with no real progress. Keystone internally has pictures and correspondence to date.

  

  Business Response

  Date: 07/19/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. Upon receiving his recreational vehicle back after repairs, he did relay some concerns. We have attempted to validate those concerns on numerous occasions and offered the means to have them addressed once validated. To date he has refused however we stand ready to assist through the normal warranty process . 

  Customer Answer

  Date: 07/24/2023

   I am rejecting this response because: Keystone agreed to take full control and responsibility of the warranty repairs on March 2, 2023 because of the complexity of some of the observations that were submitted by the selling dealership. The commitment by Keystone was confirmed to us via a phone call on March 3, 2023 by a Senior Product Manager and **************** Manager. We are no further along today after the ** was out of ours and in Keystone's possession for 82 days. Since March 2, yes there have been in excess of 66 e-mails and over 20 phone calls in our effort to work with them under and through the warranty items. It's is because of some employees of Keystone that this response is necessary. There remains numerous items that have been not addressed and most of those that are have been improperly completed. There remains questions regarding the integrity or possible failures of the structural elements of this RV. Keystone has not communicated as both parties agreed upon to more smoothly move through this process. We are prepared to compile significant more records of communication, photos etc should this continue in the direction. In total this ** has been in for repairs 88 days 3 different times for repeat and new repair requirements. In addition there have been nearly 60 days (the entire time we used it) where use of the RV wasn't compromised due to failures related to the initial assembly, materials and/or parts failures. We have attempted in a civil manner numerous times with numerous individuals to allow what would be a normal warranty repair process to take place. Yes, Keystone once again has indicated that we could take it to a dealer for repairs (done that 3 times); we could have could coordinate and on-site repair, pay those costs and hopefully get reimbursed but unfortunately this unit requires work that cannot be competed on-site (off site of a dealership) because of the full body paint damages and required repairs. After 3 attempts at this with no success we feel that this particular RV cannot be repaired by anyone other than possibly Keystone themselves. At no time in this process has Keystone ever indicated that of the ***** items we have presented for repairs were any of them not to be covered under warranty. This RV has been moved around the US for about ***** miles to have repairs made, been at 2 dealerships, we've spent numerous nights in hotels waiting for repairs, we compromised our stays because of failures, we've spent numerous days conveying information, writing observation narratives to help with the repairs, too many days of frustration to count because of lack of communication as promised and countless dollars of expense accordingly. This has been a real fiasco and sheds light on what the RV Industry might really be and also the people in it.  
  
  
  

  

  Business Response

  Date: 07/25/2023

  While we appreciate the additional reply, our original response will remain unchanged in this matter. 

  Customer Answer

  Date: 07/25/2023

   I am rejecting this response because: Keystone has failed in every attempt one of our attempts to have the warranty repairs made. Under their discretion as to whom would make the repairs and their direction in each of the 3 times the ** (that they manufactured) has come back in a condition worse than when brought in. They have only seen pictures which don't tell the story, not the actual unit. The unit which was suggested by others it needed to go back to the factory to be repaired which Keystone refused to do.
  
  
  

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 I purchased a new Hideout 186SS. After the first camping trip the slide out system had to be replaced. It was then replaced two more times after that. We were unable to use our camper most of the first year owning it. This year a manufacturer defect has caused a water leak. Water is coming through the center of the wall. We have lost two mattresses to mold. We took it back to our licensed mechanic they can smell mold inside the camper and in the storage under the camper. They are submitting claims to keystone to get it fixed. I do not want a moldy camper fixed, I want reimbursed. My camper does not meet quality standards listed by keystone such as. An RV that shatters barriers, perform better, more durable, or needing some service as it begins life on the road during the shakedown period. Therefore I do not want it back!

  

  Business Response

  Date: 07/18/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. The subject recreational vehicle was purchased by **************** on May 28th 2022 with the one year limited warranty expiring on 5/28/2023 and the limited structural warranty remaining in place until May 28th ****. In the time of ownership, we show one submission to use for warranty service. Certainly if there is a defect present and submitted to us though an authorized dealership, we will honor the provided warranty.

• Initial Complaint

  Date:06/27/2023

  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 new 2022 Dutchman Yukon. Total junk for 100k. Had problems from the first hook up. After a few months, a couple services and still having issues. I took the camper April 2022 to ***** ******** ***** ****** for warranty work. Until my warranty was up in November they refused to talk to me about what was being repaired or not being repaired on my camper. Then after a year and 2 months of them having it. While i was paying for it and storage fees. they returned it in worse shape with no warranty and nothing fixed. They waited to tell me the damage from the tire blow out wasnt covered and not fixed until November. They could have told me and insurance would take care of it. Insurance knew from the beginning and was waiting to know what they were covering. 3/4 tires blew in less then **** miles.90% of problems happens in the first months of having camper.Pictures: All the water damage is from leaks they couldnt fix. They used tape on the piece they fixed, Bathroom counter top coming apart(they glued back down), awning leaking from s**** hole while installing, door laminate coming off, and the oven chipping from first use. ***** told me it would be a pain to replace and asked if Id accept a marker to paint over the chips. He also told me that no matter what the laminate on the door will keep happening even if he replaced them. These are all just a few problems.A year of them having the camper, window seals are coming apart, did not clean or wash after working on it. The front door had to be pried open and they took a hammer to to fix it and the lights now wont stop flickering and coming on when they want. Response from Dutchman is 100% a lie. They can refer to my phone calls directly to them on March 23 ***** and August 29 ***** There is so much more to all of this. They never even tried to fix or make it right even after admitting they were wrong and all lied. All on video.They did not honor the camper warranty

  

  Business Response

  Date: 07/18/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. The recreational vehicle in question was purchased by ************** on 11/16/2021 with the one year limited base warranty expiring on 11/16/2022 and the limited structural warranty remaining in place until 11/16/2024. To date, all warranty related submissions to us were authorized for repairs to take place with the last one being on or about December of 2022. We do not warranty the tires as the manufacturer of the tires provides their own warranty for defects. If there are concerns with the actual repairs that took place, ************** would need to discuss those complaints with the company that provided the repairs in question.

  We have not provided any denials to repair our manufacturer defects in this matter. 

  Customer Answer

  Date: 07/21/2023

   I am rejecting this response because:ALL LIES!!!
  Remember I had trouble even getting an appointment with ***. I had to call Dutchman to get the appointment because ***** lack of interest in helping me from the start. I dont understand how you can sit here and lie and say GAR was communicating when that was my biggest complaint and why I hired an attorney.

  Heres every phone call made.  
  
  4/13- 10am I called (6mins)
  4/13 1-:30 You called to confirm appt (6 mins)
  
  4/15 2:48: I called (1 min)
               2:50: I called (3 mins)
               2:54 I called (2 mins) This is the day I dropped it off
  
  
  4/16- I called (no answer) 
  4/18- 10:20 I called 
  4/20- 10:24 I called 
  4/26 -1:29 I called
  
  5/1 I picked up my stuff and food from the camper.
  At this point all they were saying is they are waiting on the manufacture. No news.
  
  5/19 3:44 I called (2 minutes)
  5/19 5:26 you called (2 minutes)
  6/6 10:13 I called 
         11:58 you called (2 minutes)
         12:00 you called (1 minute)
  6/23 5:51 I called 
  6/28 10:24 I called 
            10:25 I called
  7/29 9:01 I called
           6:38 you called
  8/1 I called 6 times
         6:59   
         7:01
         7:01
  7:05
  7:17
  
  8/2 you called (2 minutes)
  
  8/4 I called
  
  8/29 I called Dutchman and had a 33-minute conversation about how GAV isnt telling me anything, refuses to talk to me and will not tell me what is or is not being done to my camper and what how horrible the camper was built.
  
  9/20 I called 12:45
                          1:44
  
  9/21 I called 12:42
  
  IM MISSING PHONE RECORDS FOR 9/28-10/28. AT&T IS IN THE PROCESS WITH THEIR LEGAL TEAM TO FIND THESE RECORDS.
  
  10/31 I called.

  In all these phone calls all I got was we do not do business like this. Let me get familiar and I will call you back. 

  The beginning of October is when I contacted a lemon law lawyer *************************** because yall were still refusing to communicate with me. He was sprewing the same lie and ***** agreed it was lies.
   **September is when I spoke with ***** and he got involved. 
  
  11/22 I called
  
  Went to look at the camper at the end of November. 
  
  
  Heres the some Text. 
  
  4/15- you **** **** saying you have the camper and yall will update me via ****.
  
  4/18 **** **** saying its at Diag and still plugged in. (that was a lie) we were there and the camper had not been moved.
  
  4/18 you **** **** claiming your guy looked at it, took pictures and submitted them to the manufacture.
  
  4/26 saying the ** Company possibly sending a QC rep to assess the damage. Saying it was a lot of small damage.
  
  4/29- you **** **** saying ******* was working on the camper to get to us to help with cost. (We were living in the camper at the time. We didnt know you sold me a camper you cant live in.)
  
  5/4 you **** update that there was no change.
  5/9 no change in status.
  5/12 being brought back for deeper diag
  
  5/16 unit is being worked on
  I asked about repairs being done.
  
  5/17 I spoke to the insurance company about what I should do. They said they needed to know if warranty is coving it.
  
  5/21 ***** **** **** saying he would call
  5/24 said he left voicemail and would email me. No call no voicemail.
  
  I **** a **** saying that this was all very stressful and that I was going to contact a lawyer because they refused to communicate with me. 
  
  5/27 ***** **** saying he would call. No call
  6/6 someone was going to get familiar can call me. I **** a list of what was wrong with the camper. Maybe David 
  
  7/7 **** saying they would call. No call
  
  6/13 **** asking for email so they could email me a list of what they ordered. No email.
  
  7/29 **** saying ***** will call. 
               I called then someone called back to say they would familiarize themselves and call me
      In all about 4 people told me they were sorry and would familiarize themselves with my case and call me back. No one ever did. EVER!
  
  8/11 ****s saying parts are ordered.
  
  9/12 ****s saying camper is almost ***************************************/27 ****s asking for me to call for update. 
  
  At the end, ***** would give excuse after excuse why the camper wasnt done when it was supposed to be. He would use the same lie more than once. The beginning of November is when he informed me that the camper was done and all they did was the nose and one piece of trim. Which ended up just being taped.
  
  So, after 7 months I had to file a claim with insurance to cover the tire blowout. Which was not the problem. My insurance was well aware of the blowout. They were waiting on GAR to communicate if it was being covered or not. The insurance guy went to look at the camper and told me that he agreed that it was a lot of warranty and spoke with ***** and *****. From what he told me is they told him that it was justified warranty but the problem was I no longer had a warranty. So he was going to see what they would do for me. 
  They added more tape and fixed a door I asked Bri to order me back in January. 
  
  As you can tell from the **** when we first dropped it off and at the end of the year. Same lies.
  
  Its crazy how yall agreed with me that there was a lot of small damage then you, the lawyer, and ******** started to lie. I dont understand what I ever did for you to hurt me in so many ways and not to stand behind your name and product. I lost my business, my dog (hit by a car due to where I had to move), I have gone into more debt due to living cost and storage fees and on top of that, I have a camper I cant live in even though thats why we were buying a camper. Not sure how you pulled that one off but you did apparently. Everyone knew why we wanted to buy the camper. Not one of your people said Hey, lets look at other campers that are more of what you are looking for. This is not a livable camper.
  
  All I was asking for is the warranty damage to be repaired. I took the camper to your shop 3 times for water flooding. My fianc found the leak from the hot water heater fittings. Instead, buying my first Home I had to pay for a camper I couldnt use, storage fees that Im still paying, and a camper I cant live in or use because Im afraid for my safety
  
  And after all you return my camper in worse shape than when I dropped it off.
  
  

  
  

  

  Business Response

  Date: 07/25/2023

  Thank you for the additional reply. To provide clarity, this response is from the manufacturer of the recreational vehicle, not the dealership. We would not speak on their behalf nor do we have knowledge of the communications you have had with them however we can confirm that the listed texts, calls etc.. did not take place with our company. 

  Customer Answer

  Date: 07/26/2023

   I am rejecting this response because:
  
  No they did not. 
  

  you say I have to deal with them on warranty. But clearly they arent helping. I still to this day have water leaks since the first hook up. No I am not using the camper. I was going to for a weekend camping trip but Im still having issues. I took the camper to ***** ******** 3 times for water leaks. 
  

  so am I suppose to just accept you built an incredibly garbage camper. The building for this camper is really bad and Ive had a lot of issues including dealing with ***** ********. 
  

  They kept my camper, the entire warranty without fixing anything and gave it back in worse shape and you say oh well

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2022 Dutchman Atlas fifth wheel brand new at a ******* *****. We had multiple issues we had to file to be fixed by warranty, and every time we start to fix one issue another issue us found. First our camper came equipped with the wrong tables, our bedroom air vent has never been cut into the floor, ***** in the floor outside our bedroom that someone attempted to fix horribly, AC unit crapped out, and outdoor speaker lights were never hooked up. These are just a few. We have been fighting nonstop with ******* ***** to get these issues repaired with constant push back from keystone to approve the fixes. When you spend this much money on something you expect quality. Instead we got a complete lemon of shoddy craftsmanship. We want our camper fixed to how it should be when you buy something brand new off the lot.

  

  Business Response

  Date: 07/10/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. and *****************. As of todays date there has not been any denial to repair manufacturing defects within the warranty. The request is repairs however they have all been authorized and it appears completed. If the ******** believe there is a discrepancy with the work that was done, we would recommend contacting the company who completed the repairs to discuss further. 

  Customer Answer

  Date: 07/10/2023

   I am rejecting this response because:
  We placed a complaint about the outdoor speaker lights which have never been fixed. They were never even hooked up. The floor in front of the bathroom where someone attempted to fix it and did a terrible job when we first bought the camper has still not been fixed. The rear jacks have been noted to not work multiple times but the company keeps sending them back still not working. There are multiple other issues which we would love to discuss with someone but no one has bothered to call us about. 

  

  Business Response

  Date: 07/18/2023

  We would certainly love to hear any additional information the ******** would like to provide and document their appointment scheduled to address their complaints. Our customer service team is available by phone at *************, Chat on our website at www.keystonerv.com or by email to *******************************************. 

• Initial Complaint

  Date:06/20/2023

  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 03/27/23, I purchased a 2023 Keystone Cougar Half-Ton 25 RDS Travel Trailer for $65,843.94 from ***************************. Within weeks of this purchase, I noticed that the ** within this unit had a dark space on the screen about the size of a pencil eraser. When watching the **, every time a light screen came on, the dark spot would draw your eyes to it. This has been very distracting. I contacted the dealer and was told that I would have to contact the Keystone RV Company directly about this issue. On 05/08/23, I contacted Keystone customer service and spoke to a ********************* who took the information and allegedly opened a claim (PV502715-**). She requested photos of the defective **. The ** was in storage at that time. On 05/18/23 I retrieved the ** from storage and took photos of the defective **. These photos were forwarded to ************ per her request. The next day, 05/19/23, ************ requested a photo of the manufactures tag from the **. That photo was forwarded to her on that same day. Three weeks went by and I heard nothing from ************ or Keystone RV Company. On 06/13/23, I attempted to reach ************ and could not. I left a message and my call was not returned. I called back the next day, 06/14/23, and spoke to another customer service agent (**********) and she wanted more pictures. The unit was in storage so I did not have immediate access to it. I told her that I had already sent the requested photos. She eventually found them. I was told that no decision to replace the ** had been made, however someone would get back to me later that day or at the very latest the following day. No one got back to me. I told this agent if this matter was not resolved by the end of the week that I would be filing a complaint. On 06/19/23, I received another email from ************ requesting the same photo that I previously sent her. I felt that Keystone has not been timely responsive to my issue. They apparently do not value their customers!

  

  Business Response

  Date: 07/10/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************** regarding his television. Approval to replace was provided in June and we would believe this complaint to be satisfied. 

  Customer Answer

  Date: 07/10/2023

   I am rejecting this response because:

  It took over a month to get approval to replace this TV. The only reason that it was even approved was because I filed this complaint with the Better Business Bureau.  I paid over $54,000 for their RV unit and it took Keystone over a month to make a decision to replace a $225 TV that was defective.  The arrangement is that I have to find my own replacement TV and then install it myself.  They informed me in an email that they would reimburse me, however based on my previous negative interactions with this company I am not holding my breath!  This will be the last Keystone RV that I purchase. It used to be that companies stood behind their products and took care of their customers.  Apparently Keystone does not subscribe to this business plan.  
  
  

  
  

  

  Business Response

  Date: 07/18/2023

  Thank you for the additional response. It does appear that there was a delay initially as we awaited information from ******************. Once it was received an approval was relayed within the same week to purchase a replacement locally. Please note, we do not ship TVs due to heightened risk of damage during shipment. at this time it appears that we are again on hold awaiting a paid receipt from ******************. Once that is received we will process and have no indication that it will not be in the same timely fashion as the original approval. 

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because:
  
  Sounds like the person making the responses for Keystone is a smart ass!  Pretty standard for the dealings that I have had from this company!  I submitted everything that I was asked to submit in a timely manner. After nearly a month of waiting for them to make a decision I recontacted the company to find out what was going on and I was asked to resubmit everything again. I refused to resubmit everything AGAIN because of an incompetence on their end and thats when I filed the complaint with the BBB. Im retired and on a fixed income so I havent had the money to buy a new replacement TV.  I will submit the invoice soon.  Whomever is making the response for Keystone should stop trying to place the blame on me for their shoddy customer service!  I hope others see how poorly I have been treated and avoid purchasing their products!

• Initial Complaint

  Date:06/15/2023

  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.

  may 2,2022 we bought a cougar camper. when it was purchased it has broken molding, a table that would not stay up, and broken hinges. over the corse of the year the touch pad stopped working, which controls most thing in the camper. I have had to turn the main breaker off on the camper to get the touch pad to respond. The touch pad has now gone out again, meaning the ac, owning, hot water tank, out side lights do not work. Keystone wants nothing to do with the problem, stated that it is a third party part or to contact alpine house where we purchased the camper from. After checking reviews on the camper I found out there is a many know quality issues with this company since 2019. I am very disappointed with a very well known company and the amount of money I am paying for my camper.

  

  Business Response

  Date: 06/23/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ********************. She was provided with the correct information regarding the panel used in her RV. The company that produces that panel holds the warranty on it as well. It appears that their contact information was provided to the Paladinos when they called us about this complaint for the first time on June 8th of this year. 

  We thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:06/13/2023

  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.

  On April 25th, 2023 my wife and I purchased a New "Leftover" 2022 Dutchmen Atlas 2942BHF from ****************************. Upon doing the walkthrough on April 28th, The tech had told us they had ordered a new blind because the 1 in the kitchen was broke, a new countertop due to damage, the countertop outlet with usb was not locking, the light on the outside storage unit was defective too much silicone and would not stay on. Upon delivery we found nothing but issue after issue. The fire escape release was broken, the screen at the fire escape was missing a pin to keep the screen in, the bathroom door is not flush and can NOT be fixed per the technician because they would have to rip the walls apart. The heat does not flow properly through the vent in master bedroom. The window is not flush the fiberglass is cut crooked and tech said unrepairable. The black and grey tanks are reversed major issue. The outside bedroom slide the black piece slid down tech said he doesn't know how that happened unrepairable. The kitchen window is missing sealant have ants. The techs found the kitchen sink was leaking this could have caused mold and water damage. Backsplash missing trim and caulk not secured. The tech was out for the 4th time today 6/12/23 took pictures of everything and said this was ridiculous. The back wall panel for closet was ordered as well bc that is damaged upon walkthrough. SO. we want a new camper a Keystone Cougar we want! There is NO questions asked at this point! Too much that can not be fixed. A 5th wheel with a MSRP of $68k and if we finish out payments it would be $76,986.00 financed $42,193.26 this is completely unacceptable. We will accept nothing but a cougar in return. We will still be making payments. We are not making payments on a piece of trash and things that can NOT be fixed! The tech and Shop Manager at ******* ***** are sending Pictures and Evaluation over to Keystone by tomorrow Tuesday June 12th 2023. They need to have ** swap for a Keystone Cougar Travel Trailer! Immediately! Replace with a NEW UNIT!! We WANT A KEYSTONE COUGAR TRAVEL TRAILER!!! NO EXCEPTIONS!

  Customer Answer

  Date: 06/20/2023

  I just wanted to give you updated information about our case against Keystone RV Manufacturing. We purchased a new used 2021 Open Range from *************************** on Saturday June 17th, 2023. We have received absolutely no return phone calls from ******* as promised within 24 to48 hours of the tech being out to fix SOME of the issues and only finding more while they were out. They have now found a leak under the kitchen sink, tech stated the bathroom door is not fixable, the slide is not fixable he said the black piece slid down and he has no idea how that happened, the reversed severe line and clean water they won't fix. So, then the Service Manager **** at ******* ***** said they are fixable but it needs to be taken to the shop. That would be on our dime. Also they would have it for.months and we would lose the $4,100 wepay for our permanant site a year. I am not having a brand new camper have walls torn apart and slides to fix things that should not have been broke on a new camper! We would like a refund of the unit! Considering we are now upside down due to their negligence. We have now also found the underside of the camper was taped and all rusted pipes. Pictures attached. The unit is being  picked up tomorrow and the new one delivered Friday. 

  

  Business Response

  Date: 06/23/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. According to the submission, the ********* no longer own a Keystone RV product therefore a response would not apply. We do thank you for reaching out.

  Customer Answer

  Date: 06/23/2023

   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.