Thank you for the additional informationAs relayed, there is not a defect present regrading Mr [redacted] s allegationIf a non-warranty, goodwill gesture was offered by someone at Keystone, certainly it would stand
Initial Business Response / [redacted] (1000, 5, 2017/09/29) */ Thank you for contacting Keystone RV regarding a complaint received by Mr***This unit was purchased on 6/4/with the manufacturer warranty expiring on 6/4/Keystone will respectfully decline participation as requested due to the length of time outside the warranty periodWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this responseWe purchased an extended warranty that's valid until 6/This rv was very expensive and we feel there should not be roof issues after just yearsWe previously had a RV for years and had no roof issuesThis issues was inspected by an technician that the dealer we purchased it from sent, and he stated it was a MANUFACTURER DEFECT Final Business Response / [redacted] (4000, 9, 2017/10/02) */ Thank you for the additional informationExtended warranties are not through Keystone RVWe cannot advise as to what would or wouldn't be covered under another companies warrantyWe do thank you for reaching back out
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mrs [redacted] 's concerns with our productWe will be contacting Mrs [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nobody has contacted me to resolve this issueWhen I did speak to someone yesterday - because I called them - I was told my issue was going to the General Manager and someone would contact meSeveral hours later, I received a call from Chelsea that I missed at 4:PM (per the time on my phone) and her message was for me to contact them to get me in touch with a dealer to resolve my issueI immediately tried calling back and Keystone was closedUnfortunately I was not happy because the response from Chelsea clearly proved to me that nobody actually took the time to read my complaint, and see that I noted that I already was in touch with the dealer we bought the camper from and have scheduled a time for the camper to go up to get the warranty work doneMy issue was and still is - that while I was on vacation - when I needed the assistance and needed someone to honor the warranty, nobody would and Keystone had no response to thatThis needs to be made rightYes the camper is being fixed by the dealer - AFTER I've contacted my dealer myself and AFTER the time when I needed the helpThis still doesn't resolve the issue of Keystone having/supplying information on their website and in their warranties that any certified Keystone dealer is to honor warrantiesThat did not happen and all Keystone does is try to shift you around to various people, various dealersThis is a breach of contractI want reimbursed for my time lost on vacation because each day I called for help, I would be told someone would get back to me that same day, then the next day I had to call again and again and againBy the 4th day, I had enoughIf Keystone does not make this right for our time lost, my next step is to file a complaint with the Federal Trade Commission Bureau of Consumer ProtectionI'm a fair and reasonable personI have been extremely patient with this issueAfter reading other complaints and blogs regarding Keystone and their lack of honoring warranties, I wish I would have done my due diligence prior to buying this camperI'm sure I would not be the only person willing and able to pursue further action against Keystone to - at the very least - get them to come down on their dealers who do not honor warranty work, and to look into ways of improving service not just for campers under warranty but going beyond service after the warranty runs outIt's the right thing to doSo NO, I am not satisfied with their lackadaisical responseThank you and I look forward to something more positive the next time Still an upset family, The [redacted] 's Final Consumer Response / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was finally contacted by Keystone and they offered to reimburse me for the requested amount for the four days of vacation I lostDuring that conversation I asked what they were going to do about the information on their website with the companies that refused to honor the warrantyThey said they could not force them to honor itUnfortunately, I am not happy with that response and indicated that to the Keystone rep that contacted meAgain, I stand firm in that it is advertising and breach of contractThe companies should be removed from the certified list of dealers to do warranty work then Final Business Response / [redacted] (4000, 9, 2015/08/24) */ Contact Name and Title: Keystone Customer Service Thank you for contacting Keystone regarding Mrs [redacted] 's concerns with our productWe have contacted Mrs [redacted] direct to resolve this matterKeystone RV Company has responded to the concerns that were brought to our attentionMrs [redacted] is aware of our positionThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 11, 2015/08/31) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionKeystone has not declined coverage, however on page 4, under the heading "Owner's Responsibilities" it states, Reviewing the information contained within this manual and all supplied component manuals Proper care and maintenance as outlined by this manual and the corresponding component manuals Returning your vehicle to an authorized dealer for any warranty repairs or service that is required Mr [redacted] is aware of our positionThank you, again, for making us aware OFFER: Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/10/08) */ My compliant remains unresolvedI arranged an appointment for September 29th (soonest available date) and dropped off my trailer with a local Keystone dealer/service center to have my trailer's front cap repaintedI find myself now stuck in the middle as Keystone and their authorized dealer/service center disagree on how many man hours are authorized to complete this warranty workThe dealer/service center will not do the work for the number of billable hours Keystone has authorizedThis is not fair to me, the customerEven more frustrating is the knowledge this must be common in how their customers are being treated who are experiencing this common front cap flaw Hi ***, I just sent an addendum to this closed complaint, which remains unresolvedThere is a disagreement between the authorized dealer/service center and Keystone as to the cost of this warranty repair and the billable man hour necessary to properly complete the work This is very frustratingI now find myself with a trailer sitting in limbo waiting on WARRANTY work and an authorized dealer/service center and the factory supposedly at odds over how much the job should costThe front cap fading issue is a VERY common defect (several complaints noted on Revdex.com site in your state alone) so I cannot believe their is any disagreement over costPlease help thank you [redacted] Final Consumer Response / [redacted] (4200, 23, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keystone's latest response is not accurate as they have not resolved their dispute with their "authorized service center" over the cost of the repair leaving me squarely at square oneMy trailer is in limbo in a "Catch 22" type situation with an approved service center telling me they won't do the job for the amount Keystone is approving and Keystone telling me that they (their authorized dealer/service center) are charging too much As such I cannot see how they can state, "Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionAll items that have been submitted have been approved 100%." I need to reiterate the front cap fading issue is a common defect and Keystone's reluctance to pay or underpay for the repair is a very common customer complaint noted on multiple consumer forums Final Business Response / [redacted] (4000, 25, 2015/10/28) */ Contact Name and Title: Keystone Customer Service Keystone has approved See Grins Incof all items that have been submitted at the amount submitted 100%If other items have presented themselves, Mr [redacted] may call us at XXX-XXX-XXXX or schedule an appointment at an authorized dealership of his choosingKeystone would be more than happy to review any new informationThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 5, 2018/01/03) */ Thank you for contacting us regarding a complaint received by Mr [redacted] Keystone has authorized factory standard repairs to the flooring in this unit as stipulated in Mr [redacted] 's warrantyWe have no knowledge of the remaining allegations however should there be a belief of defects, the unit would need to be delivered to an authorized dealership for inspection and submission of claims to Keystone Initial Consumer Rebuttal / [redacted] (3000, 7, 2018/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They do not state that they will replace the entire flooringI do not want a patch in the middle of the floorAs for the other defect they are aware of these, as I sent emails to this companyAlso my dealer sent emails and phone call to them regarding these defectAgain, the whole flooring needs to be replace, as a patch work on a new unit is unfairThe total square footage to be replace is approximately square feetThis was a new unit and only six month old Final Business Response / [redacted] (4000, 9, 2018/01/04) */ Again , we approve factory standard repairs to the flooringThis is not a patch put over the area of concernSimply because there is a belief that this is not a correct repair does not negate repair approvalsShould the customer believe a different repair should take place, this would be at an out of pocket cost for the consumer to pursue
Initial Business Response / [redacted] (1000, 5, 2017/08/04) */ Thank you for contacting Keystone RV regarding a complaint received by Mr [redacted] This unit has been retail owned since 5/6/with the manufacturer warranty expiring over years ago on 5/6/We will respectfully decline participation as requested by Mr [redacted] We do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I brought this "buckling" issue up to the dealer during my warranty period and was told Keystone wouldn't do anything because it was a conditionI realize my warranty is expired, but if they would have agreed to fix it during my warranty, it wouldn't be coming apart nowYou can't (or shouldn't) just say a problem is and then bide your time until the warranty expiresThat's not right Final Business Response / [redacted] (4000, 9, 2017/08/08) */ Thank you for the additional contactKeystone's reply will remain unchanged
Initial Business Response / [redacted] (1000, 5, 2016/09/23) */ Thank you for contacting us regarding Mr [redacted] All warrantable concerns submitted on this unit have been approved for repairsOutside of these claims, Keystone has been in contact with Mr [redacted] in regards to his roof complaintWe have communicated that at this time, no manufacturers defect has been presented to Keystone RVThis appears to be damage, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairsThank you, again, for bringing this matter to our attention
Thank you for contacting Keystone RV regarding a complaint received by Ms [redacted] The RV in question has been retail owned and utilized since October of putting the manufacturer's warranty expiring in October of Outside of this, Ms [redacted] is referring to a slide room adjustment which would be considered part of owner's maintenance, not a defect in the productWe do thank you, however, for reaching out
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mrs [redacted] and we have responded to the concerns that were brought to our attention Mrs [redacted] is aware of our position as well as the request for informationThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/10/31) */ Thank you for contacting Keystone regarding Mr***'s complaintWe have agreed to a factory standard repair to address the roof concern submitted to us, however a full roof replacement is not required, as requested by Mr***Thank you again for bringing this matter to our attention
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mrs [redacted] 's concerns with our productKeystone has been in contact with Mrs [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThis appears to be damage, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently, I have no other choice but to accept their response that they providedThere would be no way the amount of weight on my bumper would have caused it to bendThe type of material that they use for the pull out rails for the bumper is not strong at allNow after spending all of this money to buy a camper, I have to now pay to replace and/or fix my rear bumper to make it usableI was only 1/weeks out of the year warrantyI am disappointed the customer service provided and how they "supposedly" stand behind their productYou spend all this money on a camper and you don't even get any assistance or any feeling that the customer comes firstI couldn't even get a call back from a manager which I requested timesIt's funny how quickly they respond when the Revdex.com gets involved Thank you for looking into my case and following up with the business to see if any resolution would come out of this
Initial Business Response / [redacted] (1000, 5, 2016/05/23) */ Thank you for contacting Keystone regarding Ms [redacted] 's questions about our productWe will be contacting Ms [redacted] direct to answer any questions she may have Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) A customer service repcalled and the concerns were expressed to her and she was to follow up with an email response after speaking further with others at Keystone and this has not happenedWe still don't have our trailer, it's been over months and we have no word when we will get it back??? Then, how are we to know that the cabinets wont' fall apart again? Final Business Response / [redacted] (4000, 9, 2016/05/31) */ Thank you for the responseKeystone RV has made good faith offer to assist, as well as honored all warranty requestWe will again follow up with our customer to verify all are on the same pageKeystone RV Company's goal is to resolve all outstanding issues that may be pending which we are presently achieving Final Consumer Response / [redacted] (4200, 11, 2016/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) KEYSTONE HAS NOT FOLLOWED UP AND HAS NOT CONTACTED US AS STATED ABOVEOUR TRAILER WAS LESS THEN YEAR OLD WHEN ALL THE CUPBOARD FACING HAVE FALLEN COMPLETELY APARTTHIS IS AMONG THE OTHER ITEMS THAT HAVE FAILEDTHEY CLAIM TO HONOR THE WARRANTY WHICH IS NOW EXPIREDBIG DEAL! WHAT'S THIS TO US, NOTHINGWE HAVE NOT HAD THE TRAILER FOR OVER MONTHS SINCE IT'S SUPPOSE TO BE GETTING FIXEDREALLY, SHOULD IT NEEDS THIS KINDS OF REPAIR IN LESS THEN YEARWE HAVE FOUND OUT FROM THE DEALR MANY OTHER TRAILERS HAVE COME IN WITH THIS PROBLEM, ONLY NOT AS BAD AS OUR SITUATION WE CONTIUNE TO PAY PAYMENTS FOR THIS PRODUCT THAT IS DEFUNCT AND NOT IN OUR POSSESSIONTHIS IS NOT OUR FAULT AND BEYOND THE REASONABLE SCOPE OF A REPAIRWE HAVE HAD NO INFORMATION FROM THE DEALER OR THE MANUFACTUER ON THE STATUS OF THE REPAIRSTHE QUALITY IS SUBPAR AND THE CUSTOMER SERVICE IS DESPICABLE AND BEYOND DISAPPOINTINGIF YOU PURCHASED A NEW TRAILER FOR OVER [redacted] AND LESS THEN YEAR IT COMPLETELY FALLS APART HOW HAPPY WOULD YOU BE?? WE HAVE BEEN REASONABLE WITH CONTACTING THE MANUFACTURER INITIALLY AS INDICATED IN OUR MANUAL OUR NEXT STEP WILL BE TO CONTACT THE MEDIA AND THE FEDERAL TRADE COMMISSION
Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) On November 17, 2015, I received a call from a Keystone Owner Relations Retail Advisor indicating that "management" had decided to reimburse me the $that I had requested Final Business Response / [redacted] (4000, 16, 2016/01/07) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] However with the past Holiday Season and office shut down, we did experience a delay to processing and we apologize for itIt is our understanding that this matter has been resolvedThank you, again, for bringing this matter to our attention OFFER: Final Consumer Response / [redacted] (2000, 27, 2016/02/17) */ My check was in my January mailThanks for your help
Initial Business Response / [redacted] (1000, 5, 2016/04/12) */ Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our productWe will be contacting direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They contacted me today (April XX XXXX) not to address my concerns of the following: > I asked [redacted] H.) Why is it that only my unit is being is being modified from manufacturer plans/drawingShould it work with the same amount of air vents like other units > I asked Keystone [redacted] why the dealership has told me verbally now (twice) that they believe something is wrong with the heater unit not the air ductingShe claims the dealership is telling Keystone different & nothing is wrong but I do a walk through with the dealer techs and they show me >I asked for a legal document stating that the unit is 100% safe to use & Keystone will take responsibility if something happens to the unit or person due to the heaterThey refuse to do this, [redacted] said she has already given me a letter, but this letter she talks of is not what I asked for verbally or by emailThe letter she sent is attached & just states "that sometimes Keystone has to make repairs & this will be documented" thats itA "History in Mind" letter, I know the History Also the dealership is telling me that they have asked Keystone to visit their site so they can see the problem for themselves but they refuse [redacted] was not a very pleasant person to talk with, would not hear my concerns, just talked over me) [redacted] never responds to emails or calls you back ) [redacted] H also told me on the phone that its not possible to get burned by this vent and they will not write a letter for this and someone keeps their hand on it to get burnedThen stated you shouldn't stay on top of the vent, (I claimed, that Keystone built a fold out couch cushion bed that lays on this vent, how can someone stay away from the vent??) [redacted] said I was false, so I asked her to present to me how to sleep on this bed without being on the ventShe refused of course All Keystone [redacted] is/are worried about on the phone is that I wrote to the Revdex.com & they have no real concern about fixing the actual problem or making me feel comfortable that I will receive back a safe working product even though the dealership is telling me something is wrong(and I see as well with a calibrated Temperature Gauge) Final Consumer Response / [redacted] (4200, 11, 2016/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see, the temperature is not being exaggerated Keystone has only contacted me the one time and yes I am aware of their position, something is wrong with your week old product??? Tuff, it's not Keystones problem, thats what they have made me aware of on their position Keystone has told the dealership technician (as stated attached) "that's the way it is"It also melted the plastic vent that they put on the floor, which the dealership had to remove.This is a safety concern to me and my family, so my next step is legal actionWould have been a lot better for both of us to just fix the issue but they rather just give me a run aroundThis is my 4th travel trailer & 3rd keystone, I know for a fact 250f is too hot.This is now on my top list, which as of right now in my life, the only company on this list, TO NEVER, EVER, EVER, BUY FROM OR RECOMMEND Should be out of businessOh and I do have the calibration cert for the thermometer Final Business Response / [redacted] (4000, 13, 2016/04/21) */ Thank you for the responseAlthough no defect has been determined, Keystone has made a good faith offer to assistAn advisor currently has messages left for Mr [redacted] and we will continue to work directly with Mr [redacted] to resolve his concerns
Initial Business Response / [redacted] (1000, 5, 2016/08/18) */ Thank you for contacting Keystone RV regarding Ms***'s unitAs stated in the Keystone owner's manual, it is owner responsibility to transport the unit to an authorized dealer for inspection/repairs should repairs be neededTo date we have not had any contact into our company regarding this unitWe will reach out to Ms [redacted] directly to explain the warranty processKeystone's goal is to resolve all outstanding warrantable concerns pending
Initial Business Response / [redacted] (1000, 5, 2017/07/21) */ Thank you for contacting Keystone RV regarding a complaint received by Ms [redacted] We do not have the vehicle's VIN number to reference the file however I will have a representative reach out to Ms [redacted] directly to discussThank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/08/02) */ Why is the case closed? [redacted] from Keystone RV called me once I called and left her messages and sent her emails and asking her to call me back and she never didThe case should not be closed because nothing was resolvedTerrible customer service just like my complaint saidThe complaint needs reopended Please call me (XXX) XXX-XXXX [redacted] Complaint ID#: XXXXXXXX Business Name: Keystone R V Company Final Consumer Response / [redacted] (4200, 16, 2017/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I finally received an email from [redacted] at Keystone RV this morning (see below)Also, attached to this complaint is a report conducted by an independent testing lab who performed a mold test in the camper on July 29, The results clearly show elevated mold levels exist in the camper which validates my claim of the mold smellMaybe the person at the dealership does not have a sensitivity to mold like I do because the smell is quite obviousA lot of people have walked into the camper and questioned what is the smell? In response to her comment regarding how the dealership handled the leak issueI'm not sure why a claim was not filed with Keystone RV by the dealership since I was told by [redacted] that one of his employees took the camper apart, did work on it and then rain tested the camper for minutesSo my understanding is that he didn't spray the camper down before the work was performed which resulted in their claim of no defect being present So I hope at this point Keystone RV takes me seriously and realizes what we have been dealing with the last two years since the purchase of the camper Email from [redacted] Good morning [redacted] , As I stated that I would, I had the product manager review your case and contact the dealership [redacted] at the dealership advised that they rain tested your unit for minutes with no leaksHe also stated there was no mold smell, nor was mold present when the unit was at the dealershipHe did not file a claim with Keystone RV as no defect was presentedFurthermore, please call me at your earliest convenience to discuss your Revdex.com claim, as I am your case handler for that as wellI will be in the office today until 4:pm ESTThank you Best Regards, [redacted] Retail Case Handler Keystone, Dutchmen and Crossroads RV Ph: X-XXX-XXX-XXXX Fax: X-XXX-XXX-XXXX [redacted] @keystonerv.com Final Business Response / [redacted] (4000, 14, 2017/08/03) */ Thank you for the additional information from Ms [redacted] on behalf of the RV ownerThe last contact with Ms [redacted] was last weekWe will have her representative reach back outUnfortunately, there was not anything else presented to respond to
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate the speedy response from the company a resolution to my concerns is still pendingUntil a resolution is offered I cannot close out this complaint Final Consumer Response / [redacted] (4200, 11, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The placards that caused damage to the cabinets were placed by the manufacturer to be removed by either the purchaser or the selling dealer prior to deliveryApparently it took the dealer, one of the largest across the nation, months to sell the unitThat is not the fault of the purchaser and it is unrealistic for the manufacturer to expect that the unit will sell before the adhesive used to hold the placards to the woodwork becomes so difficult to remove that it causes damage to the woodworkI would consider the adhesive used to attach the placards to be a defective material if it causes damage when removedI believe that this is a material breach of the manufacturers warranty of covering defects in material and workmanshipIn the alternative the materials used in the woodworking must be defective if the veneer is so thin that it is removed by the adhesiveIn either case this is the manufacturer's responsibility to correct under the express conditions of their warranty Final Business Response / [redacted] (4000, 13, 2015/08/05) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThe request mentioned is a modification, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in the requested changesIn regards to the placards or decals, the first report of an issue was months after the unit left Keystone RV Manufacture, once again this would not be a warranty itemThank you, again, for bringing this matter to our attention Please accept this as our last response to this complaint as no manufacturing defect has been presented OFFER:
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mrs [redacted] We have communicated that Keystone RV Company products carry a year manufacturer's limited warrantyThis unit was sold on 7/12/2013, thus the manufacturer's warranty has expired on 7/12/It appears that on 10/01/2014, after the warranty expiration, Keystone authorized to have repairs performed as a goodwill gestureThe more recent reference to defects has been investigated at the dealership level, in which Keystone authorized as goodwill, and no defects were presentedAt this time we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If Keystone repaired the issue based on good will then why is the unit still leaking and not repaired at allI can also include the insurance claim where the dealer attempted to have us get it fixed that way because it would be easier than dealing with KeystoneThe insurance company refused to cover it because it was a "manufacturers defect" as there were other brand new units on the lot that were leaking in the same mannerThis was not a gesture of good will at allThis unit has been leaking since before we purchased it and had staining to prove itYou had an obligation to fix it properly and have notYour customer service rep Lisa promised me in May of when I continued to try and tell you guys it was not fixed properly that I shouldn't worry about it and that if it continued to leak Keystone would continue to fix it as an extension of the warranty because the issue was not repairedNow we cannot get you to honour this promiseI have left numerous messages with Lisa and she has not returned my callsWe were advised to continue using our camper until after the warranty expired so that we could still take our holiday and now we are being penalized for itAgain we paid the price for a brand new unit and received much less than thatYour products are substandard, your customer service is substandard and I will never recommend anyone purchase a Keystone product if this is not resolvedIf I must I will have no problem addressing this issue in court Final Business Response / [redacted] (4030, 11, 2015/09/01) */ Keystone has been in contact with Mrs [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyAll items that have been turned in are maintenance items, which are not covered under the Manufacturer's warrantyThis unit was sold on 7/12/2013, thus the manufacturer's warranty has expired on 7/12/and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone RV will contact with Mr [redacted] We will communicate that at this time, no manufacturing defect has been presented to Keystone RV CompanyThis appears to be a wearable part, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ I do not agree with Keystone's responseI had a third party inspect my trailer and a letter reporting his findings was forwarded to Keystone's Owner Relations Department, supervisors name is SashaThe finding of the inspection was that the peeling of the paint is a result of improper surface preparation prior to paintingI have yet to receive a response from Keystone regarding his letter Final Consumer Response / [redacted] (4200, 12, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a voice mail from Mr [redacted] , General Manager of Keystone RV today August He stated that Keystone would be "participating in the repairs to my unitI attempted to talk to Mr [redacted] and left him a voice mailHe did not return my callI contacted Camping World and asked them if they had been in contact with Keystone and they said they had but Keystone was unwilling to pay the full amount of Camping World's estimate for repairsCamping World said that Keystone wanted them to reduce the cost of repairs which sounds to me thaht they want to cut corners which caused the problem in the first place I would like the repairs to be completed properly so I do not have the same problem in another seven months after which the warranty would have expired Also for your information I have never received any written communication from Keystone Final Business Response / [redacted] (4000, 14, 2015/08/12) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionMr [redacted] is aware of our positionThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/08/05) */ Thank you for contacting Keystone regarding Mr***'s concerns with our productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding warranty issues that may be pending Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keystone contacted us once last weekWe repeatedly tried to return their callTheir rep was supposed to call us back both Friday and MondayWe have repeatedly tried to get in touch with their rep and he will not return our calls Final Business Response / [redacted] (4000, 9, 2016/08/12) */ Thank you for the additional follow up regarding Mr.***We will reach out to him againKeystone's goal is to resolve any outstanding warranty concerns pending
Thank you for the additional informationAs relayed, there is not a defect present regrading Mr [redacted] s allegationIf a non-warranty, goodwill gesture was offered by someone at Keystone, certainly it would stand
Initial Business Response / [redacted] (1000, 5, 2017/09/29) */ Thank you for contacting Keystone RV regarding a complaint received by Mr***This unit was purchased on 6/4/with the manufacturer warranty expiring on 6/4/Keystone will respectfully decline participation as requested due to the length of time outside the warranty periodWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this responseWe purchased an extended warranty that's valid until 6/This rv was very expensive and we feel there should not be roof issues after just yearsWe previously had a RV for years and had no roof issuesThis issues was inspected by an technician that the dealer we purchased it from sent, and he stated it was a MANUFACTURER DEFECT Final Business Response / [redacted] (4000, 9, 2017/10/02) */ Thank you for the additional informationExtended warranties are not through Keystone RVWe cannot advise as to what would or wouldn't be covered under another companies warrantyWe do thank you for reaching back out
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mrs [redacted] 's concerns with our productWe will be contacting Mrs [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nobody has contacted me to resolve this issueWhen I did speak to someone yesterday - because I called them - I was told my issue was going to the General Manager and someone would contact meSeveral hours later, I received a call from Chelsea that I missed at 4:PM (per the time on my phone) and her message was for me to contact them to get me in touch with a dealer to resolve my issueI immediately tried calling back and Keystone was closedUnfortunately I was not happy because the response from Chelsea clearly proved to me that nobody actually took the time to read my complaint, and see that I noted that I already was in touch with the dealer we bought the camper from and have scheduled a time for the camper to go up to get the warranty work doneMy issue was and still is - that while I was on vacation - when I needed the assistance and needed someone to honor the warranty, nobody would and Keystone had no response to thatThis needs to be made rightYes the camper is being fixed by the dealer - AFTER I've contacted my dealer myself and AFTER the time when I needed the helpThis still doesn't resolve the issue of Keystone having/supplying information on their website and in their warranties that any certified Keystone dealer is to honor warrantiesThat did not happen and all Keystone does is try to shift you around to various people, various dealersThis is a breach of contractI want reimbursed for my time lost on vacation because each day I called for help, I would be told someone would get back to me that same day, then the next day I had to call again and again and againBy the 4th day, I had enoughIf Keystone does not make this right for our time lost, my next step is to file a complaint with the Federal Trade Commission Bureau of Consumer ProtectionI'm a fair and reasonable personI have been extremely patient with this issueAfter reading other complaints and blogs regarding Keystone and their lack of honoring warranties, I wish I would have done my due diligence prior to buying this camperI'm sure I would not be the only person willing and able to pursue further action against Keystone to - at the very least - get them to come down on their dealers who do not honor warranty work, and to look into ways of improving service not just for campers under warranty but going beyond service after the warranty runs outIt's the right thing to doSo NO, I am not satisfied with their lackadaisical responseThank you and I look forward to something more positive the next time Still an upset family, The [redacted] 's Final Consumer Response / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was finally contacted by Keystone and they offered to reimburse me for the requested amount for the four days of vacation I lostDuring that conversation I asked what they were going to do about the information on their website with the companies that refused to honor the warrantyThey said they could not force them to honor itUnfortunately, I am not happy with that response and indicated that to the Keystone rep that contacted meAgain, I stand firm in that it is advertising and breach of contractThe companies should be removed from the certified list of dealers to do warranty work then Final Business Response / [redacted] (4000, 9, 2015/08/24) */ Contact Name and Title: Keystone Customer Service Thank you for contacting Keystone regarding Mrs [redacted] 's concerns with our productWe have contacted Mrs [redacted] direct to resolve this matterKeystone RV Company has responded to the concerns that were brought to our attentionMrs [redacted] is aware of our positionThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 11, 2015/08/31) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionKeystone has not declined coverage, however on page 4, under the heading "Owner's Responsibilities" it states, Reviewing the information contained within this manual and all supplied component manuals Proper care and maintenance as outlined by this manual and the corresponding component manuals Returning your vehicle to an authorized dealer for any warranty repairs or service that is required Mr [redacted] is aware of our positionThank you, again, for making us aware OFFER: Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/10/08) */ My compliant remains unresolvedI arranged an appointment for September 29th (soonest available date) and dropped off my trailer with a local Keystone dealer/service center to have my trailer's front cap repaintedI find myself now stuck in the middle as Keystone and their authorized dealer/service center disagree on how many man hours are authorized to complete this warranty workThe dealer/service center will not do the work for the number of billable hours Keystone has authorizedThis is not fair to me, the customerEven more frustrating is the knowledge this must be common in how their customers are being treated who are experiencing this common front cap flaw Hi ***, I just sent an addendum to this closed complaint, which remains unresolvedThere is a disagreement between the authorized dealer/service center and Keystone as to the cost of this warranty repair and the billable man hour necessary to properly complete the work This is very frustratingI now find myself with a trailer sitting in limbo waiting on WARRANTY work and an authorized dealer/service center and the factory supposedly at odds over how much the job should costThe front cap fading issue is a VERY common defect (several complaints noted on Revdex.com site in your state alone) so I cannot believe their is any disagreement over costPlease help thank you [redacted] Final Consumer Response / [redacted] (4200, 23, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keystone's latest response is not accurate as they have not resolved their dispute with their "authorized service center" over the cost of the repair leaving me squarely at square oneMy trailer is in limbo in a "Catch 22" type situation with an approved service center telling me they won't do the job for the amount Keystone is approving and Keystone telling me that they (their authorized dealer/service center) are charging too much As such I cannot see how they can state, "Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionAll items that have been submitted have been approved 100%." I need to reiterate the front cap fading issue is a common defect and Keystone's reluctance to pay or underpay for the repair is a very common customer complaint noted on multiple consumer forums Final Business Response / [redacted] (4000, 25, 2015/10/28) */ Contact Name and Title: Keystone Customer Service Keystone has approved See Grins Incof all items that have been submitted at the amount submitted 100%If other items have presented themselves, Mr [redacted] may call us at XXX-XXX-XXXX or schedule an appointment at an authorized dealership of his choosingKeystone would be more than happy to review any new informationThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 5, 2018/01/03) */ Thank you for contacting us regarding a complaint received by Mr [redacted] Keystone has authorized factory standard repairs to the flooring in this unit as stipulated in Mr [redacted] 's warrantyWe have no knowledge of the remaining allegations however should there be a belief of defects, the unit would need to be delivered to an authorized dealership for inspection and submission of claims to Keystone Initial Consumer Rebuttal / [redacted] (3000, 7, 2018/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They do not state that they will replace the entire flooringI do not want a patch in the middle of the floorAs for the other defect they are aware of these, as I sent emails to this companyAlso my dealer sent emails and phone call to them regarding these defectAgain, the whole flooring needs to be replace, as a patch work on a new unit is unfairThe total square footage to be replace is approximately square feetThis was a new unit and only six month old Final Business Response / [redacted] (4000, 9, 2018/01/04) */ Again , we approve factory standard repairs to the flooringThis is not a patch put over the area of concernSimply because there is a belief that this is not a correct repair does not negate repair approvalsShould the customer believe a different repair should take place, this would be at an out of pocket cost for the consumer to pursue
Initial Business Response / [redacted] (1000, 5, 2017/08/04) */ Thank you for contacting Keystone RV regarding a complaint received by Mr [redacted] This unit has been retail owned since 5/6/with the manufacturer warranty expiring over years ago on 5/6/We will respectfully decline participation as requested by Mr [redacted] We do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I brought this "buckling" issue up to the dealer during my warranty period and was told Keystone wouldn't do anything because it was a conditionI realize my warranty is expired, but if they would have agreed to fix it during my warranty, it wouldn't be coming apart nowYou can't (or shouldn't) just say a problem is and then bide your time until the warranty expiresThat's not right Final Business Response / [redacted] (4000, 9, 2017/08/08) */ Thank you for the additional contactKeystone's reply will remain unchanged
Initial Business Response / [redacted] (1000, 5, 2016/09/23) */ Thank you for contacting us regarding Mr [redacted] All warrantable concerns submitted on this unit have been approved for repairsOutside of these claims, Keystone has been in contact with Mr [redacted] in regards to his roof complaintWe have communicated that at this time, no manufacturers defect has been presented to Keystone RVThis appears to be damage, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairsThank you, again, for bringing this matter to our attention
Thank you for contacting Keystone RV regarding a complaint received by Ms [redacted] The RV in question has been retail owned and utilized since October of putting the manufacturer's warranty expiring in October of Outside of this, Ms [redacted] is referring to a slide room adjustment which would be considered part of owner's maintenance, not a defect in the productWe do thank you, however, for reaching out
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mrs [redacted] and we have responded to the concerns that were brought to our attention Mrs [redacted] is aware of our position as well as the request for informationThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/10/31) */ Thank you for contacting Keystone regarding Mr***'s complaintWe have agreed to a factory standard repair to address the roof concern submitted to us, however a full roof replacement is not required, as requested by Mr***Thank you again for bringing this matter to our attention
Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mrs [redacted] 's concerns with our productKeystone has been in contact with Mrs [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThis appears to be damage, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently, I have no other choice but to accept their response that they providedThere would be no way the amount of weight on my bumper would have caused it to bendThe type of material that they use for the pull out rails for the bumper is not strong at allNow after spending all of this money to buy a camper, I have to now pay to replace and/or fix my rear bumper to make it usableI was only 1/weeks out of the year warrantyI am disappointed the customer service provided and how they "supposedly" stand behind their productYou spend all this money on a camper and you don't even get any assistance or any feeling that the customer comes firstI couldn't even get a call back from a manager which I requested timesIt's funny how quickly they respond when the Revdex.com gets involved Thank you for looking into my case and following up with the business to see if any resolution would come out of this
Initial Business Response / [redacted] (1000, 5, 2016/05/23) */ Thank you for contacting Keystone regarding Ms [redacted] 's questions about our productWe will be contacting Ms [redacted] direct to answer any questions she may have Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) A customer service repcalled and the concerns were expressed to her and she was to follow up with an email response after speaking further with others at Keystone and this has not happenedWe still don't have our trailer, it's been over months and we have no word when we will get it back??? Then, how are we to know that the cabinets wont' fall apart again? Final Business Response / [redacted] (4000, 9, 2016/05/31) */ Thank you for the responseKeystone RV has made good faith offer to assist, as well as honored all warranty requestWe will again follow up with our customer to verify all are on the same pageKeystone RV Company's goal is to resolve all outstanding issues that may be pending which we are presently achieving Final Consumer Response / [redacted] (4200, 11, 2016/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) KEYSTONE HAS NOT FOLLOWED UP AND HAS NOT CONTACTED US AS STATED ABOVEOUR TRAILER WAS LESS THEN YEAR OLD WHEN ALL THE CUPBOARD FACING HAVE FALLEN COMPLETELY APARTTHIS IS AMONG THE OTHER ITEMS THAT HAVE FAILEDTHEY CLAIM TO HONOR THE WARRANTY WHICH IS NOW EXPIREDBIG DEAL! WHAT'S THIS TO US, NOTHINGWE HAVE NOT HAD THE TRAILER FOR OVER MONTHS SINCE IT'S SUPPOSE TO BE GETTING FIXEDREALLY, SHOULD IT NEEDS THIS KINDS OF REPAIR IN LESS THEN YEARWE HAVE FOUND OUT FROM THE DEALR MANY OTHER TRAILERS HAVE COME IN WITH THIS PROBLEM, ONLY NOT AS BAD AS OUR SITUATION WE CONTIUNE TO PAY PAYMENTS FOR THIS PRODUCT THAT IS DEFUNCT AND NOT IN OUR POSSESSIONTHIS IS NOT OUR FAULT AND BEYOND THE REASONABLE SCOPE OF A REPAIRWE HAVE HAD NO INFORMATION FROM THE DEALER OR THE MANUFACTUER ON THE STATUS OF THE REPAIRSTHE QUALITY IS SUBPAR AND THE CUSTOMER SERVICE IS DESPICABLE AND BEYOND DISAPPOINTINGIF YOU PURCHASED A NEW TRAILER FOR OVER [redacted] AND LESS THEN YEAR IT COMPLETELY FALLS APART HOW HAPPY WOULD YOU BE?? WE HAVE BEEN REASONABLE WITH CONTACTING THE MANUFACTURER INITIALLY AS INDICATED IN OUR MANUAL OUR NEXT STEP WILL BE TO CONTACT THE MEDIA AND THE FEDERAL TRADE COMMISSION
Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) On November 17, 2015, I received a call from a Keystone Owner Relations Retail Advisor indicating that "management" had decided to reimburse me the $that I had requested Final Business Response / [redacted] (4000, 16, 2016/01/07) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] However with the past Holiday Season and office shut down, we did experience a delay to processing and we apologize for itIt is our understanding that this matter has been resolvedThank you, again, for bringing this matter to our attention OFFER: Final Consumer Response / [redacted] (2000, 27, 2016/02/17) */ My check was in my January mailThanks for your help
Initial Business Response / [redacted] (1000, 5, 2016/04/12) */ Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our productWe will be contacting direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They contacted me today (April XX XXXX) not to address my concerns of the following: > I asked [redacted] H.) Why is it that only my unit is being is being modified from manufacturer plans/drawingShould it work with the same amount of air vents like other units > I asked Keystone [redacted] why the dealership has told me verbally now (twice) that they believe something is wrong with the heater unit not the air ductingShe claims the dealership is telling Keystone different & nothing is wrong but I do a walk through with the dealer techs and they show me >I asked for a legal document stating that the unit is 100% safe to use & Keystone will take responsibility if something happens to the unit or person due to the heaterThey refuse to do this, [redacted] said she has already given me a letter, but this letter she talks of is not what I asked for verbally or by emailThe letter she sent is attached & just states "that sometimes Keystone has to make repairs & this will be documented" thats itA "History in Mind" letter, I know the History Also the dealership is telling me that they have asked Keystone to visit their site so they can see the problem for themselves but they refuse [redacted] was not a very pleasant person to talk with, would not hear my concerns, just talked over me) [redacted] never responds to emails or calls you back ) [redacted] H also told me on the phone that its not possible to get burned by this vent and they will not write a letter for this and someone keeps their hand on it to get burnedThen stated you shouldn't stay on top of the vent, (I claimed, that Keystone built a fold out couch cushion bed that lays on this vent, how can someone stay away from the vent??) [redacted] said I was false, so I asked her to present to me how to sleep on this bed without being on the ventShe refused of course All Keystone [redacted] is/are worried about on the phone is that I wrote to the Revdex.com & they have no real concern about fixing the actual problem or making me feel comfortable that I will receive back a safe working product even though the dealership is telling me something is wrong(and I see as well with a calibrated Temperature Gauge) Final Consumer Response / [redacted] (4200, 11, 2016/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see, the temperature is not being exaggerated Keystone has only contacted me the one time and yes I am aware of their position, something is wrong with your week old product??? Tuff, it's not Keystones problem, thats what they have made me aware of on their position Keystone has told the dealership technician (as stated attached) "that's the way it is"It also melted the plastic vent that they put on the floor, which the dealership had to remove.This is a safety concern to me and my family, so my next step is legal actionWould have been a lot better for both of us to just fix the issue but they rather just give me a run aroundThis is my 4th travel trailer & 3rd keystone, I know for a fact 250f is too hot.This is now on my top list, which as of right now in my life, the only company on this list, TO NEVER, EVER, EVER, BUY FROM OR RECOMMEND Should be out of businessOh and I do have the calibration cert for the thermometer Final Business Response / [redacted] (4000, 13, 2016/04/21) */ Thank you for the responseAlthough no defect has been determined, Keystone has made a good faith offer to assistAn advisor currently has messages left for Mr [redacted] and we will continue to work directly with Mr [redacted] to resolve his concerns
Initial Business Response / [redacted] (1000, 5, 2016/08/18) */ Thank you for contacting Keystone RV regarding Ms***'s unitAs stated in the Keystone owner's manual, it is owner responsibility to transport the unit to an authorized dealer for inspection/repairs should repairs be neededTo date we have not had any contact into our company regarding this unitWe will reach out to Ms [redacted] directly to explain the warranty processKeystone's goal is to resolve all outstanding warrantable concerns pending
Initial Business Response / [redacted] (1000, 5, 2017/07/21) */ Thank you for contacting Keystone RV regarding a complaint received by Ms [redacted] We do not have the vehicle's VIN number to reference the file however I will have a representative reach out to Ms [redacted] directly to discussThank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/08/02) */ Why is the case closed? [redacted] from Keystone RV called me once I called and left her messages and sent her emails and asking her to call me back and she never didThe case should not be closed because nothing was resolvedTerrible customer service just like my complaint saidThe complaint needs reopended Please call me (XXX) XXX-XXXX [redacted] Complaint ID#: XXXXXXXX Business Name: Keystone R V Company Final Consumer Response / [redacted] (4200, 16, 2017/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I finally received an email from [redacted] at Keystone RV this morning (see below)Also, attached to this complaint is a report conducted by an independent testing lab who performed a mold test in the camper on July 29, The results clearly show elevated mold levels exist in the camper which validates my claim of the mold smellMaybe the person at the dealership does not have a sensitivity to mold like I do because the smell is quite obviousA lot of people have walked into the camper and questioned what is the smell? In response to her comment regarding how the dealership handled the leak issueI'm not sure why a claim was not filed with Keystone RV by the dealership since I was told by [redacted] that one of his employees took the camper apart, did work on it and then rain tested the camper for minutesSo my understanding is that he didn't spray the camper down before the work was performed which resulted in their claim of no defect being present So I hope at this point Keystone RV takes me seriously and realizes what we have been dealing with the last two years since the purchase of the camper Email from [redacted] Good morning [redacted] , As I stated that I would, I had the product manager review your case and contact the dealership [redacted] at the dealership advised that they rain tested your unit for minutes with no leaksHe also stated there was no mold smell, nor was mold present when the unit was at the dealershipHe did not file a claim with Keystone RV as no defect was presentedFurthermore, please call me at your earliest convenience to discuss your Revdex.com claim, as I am your case handler for that as wellI will be in the office today until 4:pm ESTThank you Best Regards, [redacted] Retail Case Handler Keystone, Dutchmen and Crossroads RV Ph: X-XXX-XXX-XXXX Fax: X-XXX-XXX-XXXX [redacted] @keystonerv.com Final Business Response / [redacted] (4000, 14, 2017/08/03) */ Thank you for the additional information from Ms [redacted] on behalf of the RV ownerThe last contact with Ms [redacted] was last weekWe will have her representative reach back outUnfortunately, there was not anything else presented to respond to
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate the speedy response from the company a resolution to my concerns is still pendingUntil a resolution is offered I cannot close out this complaint Final Consumer Response / [redacted] (4200, 11, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The placards that caused damage to the cabinets were placed by the manufacturer to be removed by either the purchaser or the selling dealer prior to deliveryApparently it took the dealer, one of the largest across the nation, months to sell the unitThat is not the fault of the purchaser and it is unrealistic for the manufacturer to expect that the unit will sell before the adhesive used to hold the placards to the woodwork becomes so difficult to remove that it causes damage to the woodworkI would consider the adhesive used to attach the placards to be a defective material if it causes damage when removedI believe that this is a material breach of the manufacturers warranty of covering defects in material and workmanshipIn the alternative the materials used in the woodworking must be defective if the veneer is so thin that it is removed by the adhesiveIn either case this is the manufacturer's responsibility to correct under the express conditions of their warranty Final Business Response / [redacted] (4000, 13, 2015/08/05) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThe request mentioned is a modification, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in the requested changesIn regards to the placards or decals, the first report of an issue was months after the unit left Keystone RV Manufacture, once again this would not be a warranty itemThank you, again, for bringing this matter to our attention Please accept this as our last response to this complaint as no manufacturing defect has been presented OFFER:
Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mrs [redacted] We have communicated that Keystone RV Company products carry a year manufacturer's limited warrantyThis unit was sold on 7/12/2013, thus the manufacturer's warranty has expired on 7/12/It appears that on 10/01/2014, after the warranty expiration, Keystone authorized to have repairs performed as a goodwill gestureThe more recent reference to defects has been investigated at the dealership level, in which Keystone authorized as goodwill, and no defects were presentedAt this time we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If Keystone repaired the issue based on good will then why is the unit still leaking and not repaired at allI can also include the insurance claim where the dealer attempted to have us get it fixed that way because it would be easier than dealing with KeystoneThe insurance company refused to cover it because it was a "manufacturers defect" as there were other brand new units on the lot that were leaking in the same mannerThis was not a gesture of good will at allThis unit has been leaking since before we purchased it and had staining to prove itYou had an obligation to fix it properly and have notYour customer service rep Lisa promised me in May of when I continued to try and tell you guys it was not fixed properly that I shouldn't worry about it and that if it continued to leak Keystone would continue to fix it as an extension of the warranty because the issue was not repairedNow we cannot get you to honour this promiseI have left numerous messages with Lisa and she has not returned my callsWe were advised to continue using our camper until after the warranty expired so that we could still take our holiday and now we are being penalized for itAgain we paid the price for a brand new unit and received much less than thatYour products are substandard, your customer service is substandard and I will never recommend anyone purchase a Keystone product if this is not resolvedIf I must I will have no problem addressing this issue in court Final Business Response / [redacted] (4030, 11, 2015/09/01) */ Keystone has been in contact with Mrs [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyAll items that have been turned in are maintenance items, which are not covered under the Manufacturer's warrantyThis unit was sold on 7/12/2013, thus the manufacturer's warranty has expired on 7/12/and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone RV will contact with Mr [redacted] We will communicate that at this time, no manufacturing defect has been presented to Keystone RV CompanyThis appears to be a wearable part, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/04) */ I do not agree with Keystone's responseI had a third party inspect my trailer and a letter reporting his findings was forwarded to Keystone's Owner Relations Department, supervisors name is SashaThe finding of the inspection was that the peeling of the paint is a result of improper surface preparation prior to paintingI have yet to receive a response from Keystone regarding his letter Final Consumer Response / [redacted] (4200, 12, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a voice mail from Mr [redacted] , General Manager of Keystone RV today August He stated that Keystone would be "participating in the repairs to my unitI attempted to talk to Mr [redacted] and left him a voice mailHe did not return my callI contacted Camping World and asked them if they had been in contact with Keystone and they said they had but Keystone was unwilling to pay the full amount of Camping World's estimate for repairsCamping World said that Keystone wanted them to reduce the cost of repairs which sounds to me thaht they want to cut corners which caused the problem in the first place I would like the repairs to be completed properly so I do not have the same problem in another seven months after which the warranty would have expired Also for your information I have never received any written communication from Keystone Final Business Response / [redacted] (4000, 14, 2015/08/12) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionMr [redacted] is aware of our positionThank you, again, for making us aware OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/08/05) */ Thank you for contacting Keystone regarding Mr***'s concerns with our productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding warranty issues that may be pending Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keystone contacted us once last weekWe repeatedly tried to return their callTheir rep was supposed to call us back both Friday and MondayWe have repeatedly tried to get in touch with their rep and he will not return our calls Final Business Response / [redacted] (4000, 9, 2016/08/12) */ Thank you for the additional follow up regarding Mr.***We will reach out to him againKeystone's goal is to resolve any outstanding warranty concerns pending