Tri-C Sheet Metal, Inc.

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Keystone has been in contact with Mr*** and we have responded to the concerns that were brought to our attention
Mr*** is aware of our positionThank you, again, for making us aware
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WHILE IT IS A TRUE STATEMENT THAT KEYSTONE HAS BEEN IN CONTACT WITH MR***, RESPONDENTS STATEMENT AND RESPONSE CAN NOT BE CONSTRUED TO IMPLY THAT A SATISFACTORY RESPONSE HAS BEEN PRESENTED TO MR***KEYSTONE HAS FAILED TO PROVIDE ANY VERBAL (OR PREFERABLY WRITTEN) STATEMENTS TO MR*** TO SUPPORT THEIR POSITION OF DENYING MR***'S WARRANTY REPAIR REQUEST, WHICH WAS MADE WITHIN THE WARRANTY PERIOD, TO HAVE REPAIRS MADE TO HIS TRAVEL TRAILER, AND REIMBURSEMENT TO HIM FOR REPAIRS MADE TO HIS TRAVEL TRAILER DUE TO DOCUMENTED MANUFACTURING DEFICIENCIESTHE ORIGINAL COMPLAINT STILL STANDS AS UNSATISFACTORILY UNRESOLVED

Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for contacting us regarding Mr***'s complaintWe will contact Mr*** directly in regards to his current concernsThank you for bringing this matter to our attention
Initial Consumer Rebuttal /* (3000, 7, 2016/10/10)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
As we have just gone under a major weather event (Hurricane Matthew) we have not had to camper fixedWe have been under evacuation ordersI don't feel it will be resolved until the air conditioning unit is thoroughly inspected
Final Business Response /* (4000, 9, 2016/10/11) */
Thank you for the follow upOnce Mr*** is able to take the unit in to determine the current cause of his concern, we will be able to move forwardWe cannot assist with any direction until the unit is inspected and the cause of concern is determined

Initial Business Response /* (1000, 8, 2016/11/28) */
Thank you for contacting Keystone regarding Ms*** complaintAn advisor will again reach out to Ms*** to define the terms of her warranty along with explaining the meaning of incidental damageThank you for bringing this matter
to our attention
Initial Consumer Rebuttal /* (3000, 10, 2016/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of Keystone contacting me to define the meaning of "incidental damage", I feel they are still avoiding their responsibility of standing behind their productA review of all of the similar claims as ours on the Revdex.com's website just proves that Keystone doesn't support their productAs I detailed in my complaint, the problem with our slides was not just a one-time occurrenceFollowing our submission of our complaint with Revdex.com Indiana, we reached back to our dealer regarding repairsAs it is now the end of November in Nebraska, we had to take preventive measures against rain, sleet, and snow, and incurring any further damage to our camper while we waiting for Keystone to respondWe have done our due diligence in protecting our property
We STILL want Keystone to reimburse our expense for damages that we DID NOT causeWe WANT them to stand behind their productBut - - not to worryAs we do NOT expect that they will honor our request, we have instructed the dealer to repair our camper at the stated estimated cost "around $1000"
I will wait to hear from "an advisor" for yet another empty definition and explanation regarding incidental damageIn the meantime, Merry Christmas to myself as I now have an unplanned expense of $as a result of faulty slide equipment and a company failing to stand behind their product!! Should Keystone decide to authorize and pay for my repairs, I will be more than happy to rescind my response here and post a much more positive viewThe ball is now back in Keystone's court

Initial Business Response /* (1000, 6, 2017/12/12) */
Thank you for contacting Keystone RV regarding a complaint received by Mr***Keystone has acknowledged the need for warranty repairs and approved the factory standard repairs required to resolve MrAlans complaintThe demand as placed by
Mr***, is unnecessary and would be outside what we are willing to approveWe do thank you for bringing this matter to our attention however

Initial Business Response /* (1000, 5, 2017/07/31) */
Thank you for contacting Keystone RV regarding a complaint from Mr***Keystone RV is a part of Thor Industries, a publicly traded companyWe are required to have a FED ID number on record documenting who all payments are made too
This is done through the submission of a W-formNote: By providing this information, it does not automatically indicate that any payment you receive from Keystone would be subject to Income Tax, however, Keystone cannot provide any tax adviceKeystone will not process payments direct without receiving a completed WWe do thank you for bringing this matter to our attention
Initial Consumer Rebuttal /* (3000, 7, 2017/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Providing my personal information that includes my SSN should not be required for any refund for work done on a warranted itemI have provided receipts and the damaged part as was requested by Keystone
Final Consumer Response /* (4200, 11, 2017/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with a Wbeing requiredIt was not made clear to me when I agreed to pay for the warranty work up front that I needed to fill out a Wrequiring my SSN for a refund
Final Business Response /* (4000, 9, 2017/08/01) */
Thank you for the additional informationUnfortunately, when reimbursing to an individual, it is stipulated that we have a completed Wincluding social security number

Initial Business Response /* (1000, 5, 2016/09/01) */
Thank you for contacting us with Mr***'s complaintWe have been in contact with Mr*** and it is our understanding that all items are complete and the unit is back in customer possession
Initial Consumer Rebuttal /* (3000, 7,
2016/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They don't understand the issueHere is the summary;
I'm in the 9th month of ownership of this unit
It has been in the service facility four times to date with serious issues
I now have to take it in for a 5th time for again serious issues
Through this process they did not communicate with me until I placed this Revdex.comC complaint and a negative review on Yelp
This is a product that has been serious issues one after another and they have failed to communicate with me or the dealer until I forced their hand with the media complaints
My issue is that I have lost all confidence in this product and the manufacture of the product and they have done nothing to turn that around
Final Consumer Response /* (2000, 18, 2016/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 16, 2016/09/26) */
Thank you for the additional information regarding Mr***A member of management is working directly with The ***'s at this pointOur goal is to address all outstanding concerns and requests in a fair and reasonable manner

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Keystone has been in contact with Mrs*** and we have responded to the concerns that were brought to our
attentionUpon inspection of Mrs***'s unit while at the manufacture, no defects were discoveredMrs*** is aware of our position as we have communicated it in writingThank you, again, for making us aware
OFFER:
Initial Consumer Rebuttal /* (3000, 12, 2015/09/21) */
Our complaint was strong odorWe did an air quality test and sent it by registered mailthe results were formaldehyde - high, ROC -Severeactive mold level low
a representative said the test was inconclusiveWe asked the Keystone Representative to give us an air quality test from Keystone on August 7, It is now September 16, and no answer
Enclosed is a copy of that reportThank you for your help
Final Business Response /* (4000, 45, 2015/11/05) */
Contact Name and Title: Keystone Customer Service
Keystone has been in direct contact with Mrs***We shall proceed to discuss directlyThank you for your attention to this matter
OFFER:
Final Consumer Response /* (3000, 57, 2015/12/11) */
Mr.***,
Toxic Camper:
I took an air quality test (VOC)for the keystone passport camper and for formaldehydethe air quality (VOC) report is SEVERE and the report for the formaldehyde is HighYou said it was inclusiveThe temperature was clear and degrees
I also had a test done by a certified industrial hygienist for air quality (VOC)for the keystone passport camper, this report also had air quality (VOC) in camper is SEVERE and formaldehyde is HIGHThe temperature was clear and degreesYou said both test were inclusive
Both of these test were done approximately months agoyou were asked to do a test for air quality (VOC) and formaldehyde months ago
I feel that you purposely waited till the temperature droppedYou did not do the test that I asked forI asked for air quality (VOC) and formaldehydeYou did a test for mold and formaldehydeThe temperature was overcast and degreesWho stays in a camper at degrees
Certified industrial hygienist:
You did not use a certified industrial hygienistI know because I asked MrLevi Mines, first he said he was certifiedWe left and came back when the test was doneIn the mean time I talked to my certified Industrial hygienistHe checked the web site for certified industrial hygienist MrLevi Mines name was not thereI called his place of workThey told me MrLevi Mines was working towards his certificationHe should have someone with him to make sure he was doing the test rightI also asked for his certification NumberMrLevi Mines admitted he was not certifiedYour test is inclusive' My certified industrial hygienist trumps the test you had doneHe is certified
When you called me you also told me the test had no mold problem and the test results for formaldehyde was well it should be, the temperature was overcast and degreesToo cold for off gassing from formaldehyde and moldno one stays in a camper at degrees, they would turn the heat on for at least degreesYou stalled for monthsI did not ask for a mold and formaldehyde testWhen you called me you said we were finished with talking to meAnd if I filled a rebuttal with the Revdex.com you would not answer the Revdex.com eitherHow do you get to make your own rules for how these test are done??? The test I had done was signed and sealed by a certified industrial hygienistI feel you are taking advantage of a senior citizen!!!
conclusion:
You can take your Keystone passport back and refund my moneyMy test was done by a certified industrial hygienist which trumps your test
Mrs*** M ***

Initial Business Response /* (1000, 5, 2016/09/27) */
Thank you for contacting Keystone regarding Mr***'s complaintWe are reaching out directly to Mr*** to discussKeystone's goal is to address any substantiated warrantable claims currently pending
Initial Consumer Rebuttal
/* (3000, 7, 2016/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I have been in contact with them for more than a months with multiple emails back and forth and they never showed the willing to settle my claimSo I suspect I will get to the same "rubber wall" againThanks for letting me know how we can proceed otherwise
Final Consumer Response /* (4200, 11, 2016/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they keep saying that that was not a defect and the only FACT is that I was travelling and suddenly the brakes went offThe cause I was told was a short circuit while Keystone says that it was a switch that came off but either way if the switch came off causing the activation fo the brakes cannot be because the switch itself was defected?? I didn't pull out the switch and if it is so important why it came off??? So I am not satisfied with the explanation from them at all
Final Business Response /* (4000, 9, 2016/10/04) */
Thank you for the additional informationWe have been in contact with Mr***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

Initial Business Response /* (1000, 5, 2015/07/13) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Keystone has been in contact with Mr*** and we have responded to the concerns that were brought to our attention
Mr*** is aware of our positionThank you, again, for making us aware
pending
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
NOT ACCEPTABLE
100% OR FIGHT
Final Consumer Response /* (4200, 13, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reading Keystone's short and misleading response which does not appear to offer a resolution of any kind I am even more frustrated with their inability to respond professionally to my legitimate complaints regarding the lack of ability to repair my fifth wheel and cover reasonable expenses incurred as a result of this failure
First of all they have only replied to my issues after multiple phone calls for weeks and sometimes a month at a timeIt has been a difficult and time consuming process to get any response at allIn terms of page "owners responsibility" my "mobile" home had a complete failure of the hydraulic system - slides did not work, landing gear did not work so the home was not mobileGiven that the slides on both sides would not work making the home over feet wide it was not stable over axcel and could not be towedMultiple repair appoints over many weeks and my K home is still not working correctlyThe poor communication, inability to stand behind the product they sold me, the excessive time to get parts which end up not fixing the issue shows gross lack of respect for the customerI will agree to wave the towing in order to reach a compromise but that is itI was told by Nicholas *** that a check for partial payment payment would be cut on 7/and mailed on 7/- as of 7/I have STILL not received itThey consistently have not done what they said would doI need my th wheel repaired so it will function correctly and I need the expenses I incurred because it failed under warranty coveredNo other answer will be acceptableI would like to get this resolved but I will seek legal action if necessaryIt is very sad that this is coming to that point despite my consistent attempts to get this resolved
Final Business Response /* (4030, 16, 2015/08/06) */
Keystone has been in contact with Mr*** and we have responded to the concerns that were brought to our attentionMr*** is aware of our positionWe are available and working with Mr.***.Thank you, again, for making us aware

Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Thank you for contacting Keystone regarding ***'s concerns with our productWe will be contacting Mr***
direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My dealer had already "good willed" the repairKeystone said they would reimburse my dealer for the work they performedThey also called the dealer
I said I would like to confirm all mold tests were doneKeystone stated they had been

Initial Business Response /* (1000, 5, 2017/04/25) */
Thank you for contacting Keystone RV regarding Mr***This unit was purchased on 9/2/with a warranty expiration of 9/2/Mr***'s history has been taken into consideration along with the manufacture warranty expirationWith
all factors in mind we will respectfully decline participation as requestedWe do thank you for bringing this matter to our attention

Initial Business Response /* (1000, 5, 2016/02/23) */
Thank you for contacting Keystone regarding Mr***'s concerns with our productWe will be contacting Mr*** direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were contacted by KeystoneThey completely acknowledge that this is a known problem with their campers from this time periodAt first they tried to say we didn't contact them lil However when we talked to them in they acknowledged our previous communications about the matterThe woman we spoke with said management would review it againAfter management reviewed it however, they said they will do absolutely nothing for usOnce again they know that the paint was defective on the brown front of the camper, they are constantly getting calls from owners complaining of this, however they do not care$30,for a camper that now looks about years oldImagine buying a car and having all the paint start to oxidize in a yearAgain, our year old camper looks years oldJust good the issue and you will see owners all over the country have the same problemEvery time we go to a campground all the Keystone Rv's with the brown fronts looks like oursI advise anyone shopping for a new camper NOT to buy a KeystoneThey don't stand behind their product at all
Final Business Response /* (4000, 9, 2016/03/01) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mr***We have communicated that Keystone RV Company products carry a year manufacturer's limited warrantyThis unit was sold on 1/25/2013, thus the manufacturer's warranty has expired on 1/25/and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention
OFFER:

Initial Business Response /* (1000, 5, 2016/09/30) */
Thank you for contacting Keystone regarding Ms***'s complaintWe will reach out to Ms*** directly to discuss her current concernsThank you for bringing this matter to our attention
Initial Consumer Rebuttal /* (2000, 7,
2016/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Keystone finally contacted us on Thurs10/6/and we will be working directly with Keystone on the issues with the AC'sThey are going to see about the refund of our paymentsI feel we are rightly due them as it was a problem with the unit from the manufacturer that made it I unable to be lived in full time as advertised? They are making note that we will not know for sure if what has been done to help with the AC issues is going to work until next Spring and Summer when we will need the AC's for our 110+ weatherThey seem to want to make us happy customers

Initial Business Response /* (1000, 5, 2016/07/19) */
Thank you for contacting Keystone regarding Mr***'s concerns with our productWe are currently working with the ***'s and their repairing dealer to resolve this matterKeystone RV Company's goal is to resolve all outstanding
warranty issues that may be pending
Initial Consumer Rebuttal /* (3000, 7, 2016/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had no contact with anyone from Keyston about the problems with our camperWe finally received the unit back on July 12thTo date there has not been any rain so we are not sure if the leaks are fixedThere still has been nothing done by Keystone to make up for all of the money that we have lost due to our camper spending almost months in a shop for repairsIf they are going to reply and say that they are working with me they should at least return a phone callI have not heard back from the supervisor that we were supposed to be dealing with in over a month
Final Business Response /* (4000, 13, 2016/08/16) */
Thank you for the additional follow upKeystone reached out again yesterday and will continue until we make contact
Final Consumer Response /* (4200, 15, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife was finally able to speak with *** from KeystoneShe explained that we are still dealing with the original leak in the slide out and our continued frustration with the problem*** initially stated that she would work with her boss on having us reimbursed for the cost of our seasonal site and for the monthly payments that we have made on our fifth wheelShe also stated that they would be willing to talk about keystone buying the unit back*** agreed that we have been dealing with problems with the unit for to longOn 8/16/my wife again spoke with ***We are now being told that Keystone will not reimburse for any costs until the trailer is fully repaired and we are satisfied with the repairsThey have not been able to fix the trailer after over a year of trying and I don't know if they will ever be able to repair it properly*** also stated that they would not speak with us about buying the unit back, that we have to go to the dealership that has been working on repairs and they have to call Keystone and request that keystone buy back the unitSo we went from thinking that Keystone would finally make this situation right to getting no satisfaction again in less than a dayI don't believe that my wife and I will ever be completely satisfied with repairs to this trailerThey have attempted to fix it at least different times and it has not been repairedThe lack of customer service from Keystone is very upsettingI do not appreciate receiving a reply from them through the Revdex.com that they will continue to work with us until we are happy and then they refuse to try and solve the issue

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Keystone has been in contact with Mrs***We have communicated that Keystone RV Company products carry a year
manufacturer's limited warrantyThis unit was sold on 5/23/2012, thus the manufacturer's warranty has expired on 5/23/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 /* (2000, 8, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this response not because I agree but because my time is more valuable spent on things that are more importantAs I am not an it and I do understand about the warranty my problem is that a Canadian manufactured appliance was installed in my coachThat is the problem in itselfIf it is something that cannot be repaired in the USA then it should not installed on a coach that was special ordered not off of the dealer lotMy name is not Mrs*** if you would take the time to do your homework before you responded to someone you might not have so many complaints at the Revdex.comKeystone customer service is very unprofessionalEnough saidThank you to the Revdex.com for trying to helpIt is appreciated

Initial Business Response /* (1000, 5, 2016/04/19) */
Keystone has been in contact with Mr***We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThis appears to be rust which is caused by environmental conditions, 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
Initial Consumer Rebuttal /* (3000, 7, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone is producing a product that is to be on the road with nothing to protect it from the road and the fact that they deny responsibility is unacceptableIn my opinion this company should not be allowed to produce anything for the road until their products have protection from its basic elements
Final Consumer Response /* (4200, 11, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone knowingly shipped this unit without protection and on 3/4/published a reminder that it would rustKeystone is not a reputable company and it should be ashamed of how it has acted in this matterThey have proposed no resolution and so now this 100,trailer just rots away with there blessing
Final Business Response /* (4000, 9, 2016/04/22) */
Thank you for your responseKeystone has been in contact with Mr***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

Initial Business Response /* (1000, 5, 2016/03/21) */
Revdex.com Response - Keystone has been in contact with Mr*** and we have responded to the concerns that were brought to our attentionAlthough Mr***'s warranty expired on 12/22/2015, if there is a current defect, Keystone would be happy to
reviewMr*** is aware of our positionThank you, again, for making us aware

Initial Business Response /* (1000, 5, 2017/06/29) */
Thank you for contacting Keystone RV regarding a complaint received by Mr***A member of management is currently working with Mr*** direct to determine if a defect was present to assist the customer as he has requestedOur goal is
to resolve any pending warranty claimsThank you for bringing this matter to our attention
Initial Consumer Rebuttal /* (2000, 7, 2017/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer Service Manager *** has assured me full reimbursementsThe above response does not reflect thisMore that they will
try to determune if defective unit?

Thank you for the additional information however Keystone's response will remain unchanged in this matter

Initial Business Response /* (1000, 5, 2016/05/10) */
Keystone has been in contact with Mrand Mrs***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