Tri-C Sheet Metal, Inc.

Initial Business Response /* (1000, 5, 2016/11/28) */
Thank you for contacting Keystone regarding Mr***'s complaintAlthough we have disclaimers in place on our brochures etcdue to our ever changing products, we are currently looking into Mr***'s complaint and will contact him directly
once outcome is determined

Initial Business Response /* (1000, 5, 2017/04/10) */
Thank you for contacting Keystone regarding Mr***'s complaintBubbling and/or wrinkles in the roof membrane is a occurrence, especially at the areas of seams, which is what is seen in Mr***'s pictures on fileThis does
not affect the structural integrity of the roofKeystone will respectfully decline participation with this cosmetic claim as requested by Mr***
Initial Consumer Rebuttal /* (3000, 7, 2017/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cosmetic claim? How insulting!! A total of square feet of unsecured roof membrane is NOT cosmetic my friend,(you obviously didn't watch the video I attached of the roof) you just don't want to pay to fix itNo problem, it sure would have been cheaper to fix the roof than loose the future sales from me (I trade every 3-years) and who ever else I can convince to walk away from Keystone products in the future, perhaps next years Tampa and Louisville showWonder how this would've been handled had I refused this unit during the PDI...HMMMMBuyer beware, stay away from Keystone productsI'm going back to Grand Design as soon as possible

(The consumer indicated he/she DID NOT accept the response
from the business.)
We sold our house in 2016, so that we could purchase an RV to do philanthropic work; travelling around & doing disaster relief work in devastated areasBrian is a disabled combat veteran, and we just wanted to give something back to the country that has given us so muchWho knew we would have to give up our beautiful German shepherd due to buying a new RVThus, we bought a new RV, thinking we would have fewer issues than if we bought a used oneHowever, at this point, there have been so many issues-and so much effort and expenses spent on the repairs of this trailer, that the entire unit should be totaled & replaced, or we should be refunded the entire amount plus the expenses we occurred while days homelessWe are not willing to go through another three week repair, which turned into twelve weeksWe live in this trailer, and we are tired of being homeless

Initial Business Response /* (1000, 5, 2016/10/06) */
Thank you for contacting us in regards to Mr***'s complaintWe have spoke with Mr*** and relayed that the repair being performed is a factory standard approved repairIt is Keystone's direction to move forward in this mannerOur
goal is to resolve all outstanding warrantable concerns pending and we thank you for bringing this to our attention
Initial Consumer Rebuttal /* (3000, 7, 2016/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealership went ahead and tried to repair the roofWhen they were pulling it up back to the spot your company instructed them to, the roofing tearedWhat do suggest the next course of action to be? I do not want patches on my 5th wheel
Final Business Response /* (4000, 9, 2016/10/28) */
Thank you for the additional informationKeystone has been in contact with Kitsmiller RV in regards to repairs needing completed on this unit
Final Consumer Response /* (2000, 11, 2016/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Keystone RV has authorized Kitsmiller Rv to replace my roofI appreciate Keystones decision and that will definitely weigh in on my decision when buying my next rv

Thank you for the additional informationWhile we certainly understand that customers will choose to live in their recreational vehicles, our warranty is centered around the unit being a recreational vehicle as that is what we produceI unfortunately cannot respond to concerns centered on this being utilized as a permanent homeWe certainly will resolve warranty repairs needed as timely as possible once the unit is inspected by an authorized dealership with the current situation in mind

Initial Business Response /* (1000, 5, 2016/09/13) */
Thank you for contacting us regarding Mr***'s concernsKeystone will reach out to Mr*** directlyOur goal is to resolve any outstanding warrantable concerns pending
Initial Consumer Rebuttal /* (3000, 7, 2016/09/14)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
They have made no attempt to contact me
Final Business Response /* (4000, 9, 2016/09/15) */
Thank you for the additional informationWe have not been able to touch base with Mr*** however have left a voicemail for a return callWe will continue to try to make contact

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 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, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have exchanged phone calls and received an email from Keystone RV
However, a resolution has not been presented or implemented as of yet
Final Business Response /* (4000, 9, 2015/09/09) */
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding Mr***'s concerns with our productWe have reached out to Mr*** direct several times to resolve this matterAs we have not been able to connect on the phone, we have exchanged email addresses and are presently communicatingKeystone RV Company's goal is to resolve all outstanding issues that may be pending
OFFER:

Initial Business Response /* (1000, 5, 2017/10/24) */
Thank you for contacting Keystone regarding a complaint received from Mr.***The determination on the cause of the mentioned damage is rock chipsThis would be considered damage and not a defect, therefore we would respectfully decline
participation as requested by Mr***

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Keystone has been in contact with Mr***We have communicated that this unit was sold on 8/15/2013, thus the
manufacturer's warranty has expired on 8/15/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 /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To me the fact that the part was never properly installed voids any manufacture warrantyA warranty is when the part is properly installedI am also surprised that a company this large has not made any offers to meet half way or even have someone inspect the unitI am waiting to see what falls off next and will not ever recommend this manufacture to anyoneI have opened another line of approach to the company and do not intend to "fade into the shadows"

Thank you for contacting Keystone RV regarding a complaint received by Mr*** Excess thread would be approved to trim as a warranty responseIf the allegation is that there is holes present due to this, the unit would need to be delivered back to an authorized dealer for inspection to
confirm if a defect is present

Initial Business Response /* (1000, 5, 2016/08/15) */
Thank you for the information submitted regarding Mr***Keystone will reach out to Mr*** again regarding this concern to verify that all parties are on the same page as to repairs needing to be done and/or redone
Initial Consumer
Rebuttal /* (2000, 7, 2016/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Keystone RV has approved our request to remove and replace the entire roofCamping World has already begun the repairs and we should have the RV back with the new roof in a few daysThanks to the Revdex.com for your assistance in getting our complaint resolved to our satisfaction

Initial Business Response /* (1000, 6, 2015/06/02) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Thank you for contacting Keystone regarding Mrs***'s concerns with our productWe will be contacting Mrs***
direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending
OFFER:

Initial Business Response /* (1000, 5, 2017/10/09) */
Thank you for contacting us regarding a complaint received by Ms***While a manufacturer defect has not been determined on this unit, rather what looks to be the result of a local infestation, Keystone has approved a level of repairs to
assist the customer on a goodwill basisAt this point, further participation would not be offered as requested by Ms***We do thank you for bringing this matter to our attention
Initial Consumer Rebuttal /* (3000, 7, 2017/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because every time they send new paneling down from Indiana it has the beetle bug in it I was there when the last crate was open with the paneling at the dealership and they had the holes and the bugs in the paneling that is why the service manager refused to use it in my camper the only way I want my camper back is if they take all the paneling out of it check all the studs and then replace all new paneling without any bugs otherwise I want a refund so I can go get a decent camper with no bugs if I have to sue them it will cost them more than to replace the money or another camperThere is another customers camper same model as mine that has the bugs in it too this did not happen down here this is coming from them they are buying paneling from China that is not being treated properly and these bugs are in it so that is why I refuse what they say they need to do something about this it's been months that I'm paying a note on something I do not have thank you Miss ***

Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Thank you for contacting Keystone regarding Mrs*** concerns with our productWe will be contacting Mrs
*** 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, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not yet heard from them and it depends on their response how I will feel
Final Business Response /* (4000, 9, 2015/06/12) */
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding Mrs*** concerns with our productWe apologize for the lack of follow throughWe will have immediate action directed to MrsGourley to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending
OFFER:

Initial Business Response /* (1000, 5, 2016/03/24) */
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
Initial Consumer Rebuttal /* (3000, 7, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it interesting that the rep from Keystone with whom my wife spoke told her on the phone that an Evergreen mattress was put into the camper in April and that it didn't have the new Dream Collection mattress because of it's manufactured dateThen the man who called today said that it didSo who's correct??
Today, March 24, 2016, a man from Keystone Cocalled and left a message on the cell phoneNo information was given other than he said, "The RV has the right mattressThe evergreen is the Dream Collection mattress"When a customer pays over *** to up-grade from a travel trailer to a 5th wheel, the customer expects outstanding quality in the materials used inside the 5th wheelThis Evergreen mattress seems to be a poor quality mattress; hard and very uncomfortableIt is nobody's "dream collection" mattressIt's more of a nightmare to sleep on! Be assured, we will never purchase another Keystone product againBy the way, our former travel trailer was also a Keystone, a Bullet Premier and the mattress was fantastic and very comfortable
Final Business Response /* (4000, 9, 2016/03/29) */
Keystone will contact Mr*** and have a conversation in regards to the details of his complaintPlease note, we have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThe complaint is a modification request, 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, 2016/09/14) */
Thank you for contacting us regarding Mr***'s complaintA member of management will reach out to Mr*** to discuss the current concernsOur goal is to resolve all currently pending warrantable concerns
Initial Consumer Rebuttal /*
(3000, 7, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Who is "The management team" when I have asked to speak to management I am told there is no one available to speak to, or the person I am talking to says they are in charge but cannot make any decisions or offer any compensation or solutions to our problemsIn other words they are not empowered to do their job for the customerWe bought this trailer new in April of and have had ongoing warranty issues as well as issues with the actual warranty repairThe dealerships and repair centers in Alaska refused to do the warranty work on our trailerWe experienced long delays while Keystone tried to negotiate with someone to do the repairWe have been unable to freely use our trailer since July of because of the ongoing warranty issues and unacceptable repair work that had to be repeatedly returned to the dealership and contractors to fix the first repairKeystone said they would try and reimburse us for our out of service time yet they have made no effort to do soWe have been making a payment on a very expensive trailer that we cannot useKeystone has failed to have warranty work done in a timely manner and we have paid the price for thatKeystones lack of follow up and monitoring of this work has contributed to the delay in getting the work doneAfter so much time I have little faith that Keystone will resolve our complaints or our current concerns unless we involve outside parties
Final Consumer Response /* (4200, 21, 2016/12/13) */
Keystone has said that they will review my complaint and respond to my request for reimbursementKeystone has not reviewed my complaint and has not responded to my emailsPlease reopen my complaint
Final Business Response /* (4000, 23, 2016/12/19) */
Thank you for the additional contactKeystone's final response regarding this matter was relayed to Ms*** on 12/12/and 12/13/Our offer would have been strictly goodwill in nature as the requested compensation is warranty excluded

Initial Business Response /* (1000, 6, 2015/07/16) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Thank you for contacting Keystone regarding Mrs***'s concerns with our productAlthough we have emails from
Mrs***'s dealership stating that all repairs are 100% completed and all items have been checked over, we will be contacting Mrs*** direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They called yesterdayI was driving and couldn't answer at that momentSo, I pulled over within a few minutes listened to their message and called right back 5:P.MNo one answered had to leave messageMessage from Chelsae asking How repairs were going And make sure you All done and completeMy answer is: Told them to call me backBut, the dealership the trailer is at since June 23, I called them last night to tell them what her message was and to see if they ever called him back to pre Authorize work to be doneService Department at *** in Midland, Misaid Keystone has not called back to him yetThat's why on Sunday we have to pick the trailer back upCause they can't do anything without approvalChelsea At Keystone told me that when I called her to let them know on the 24th where our Travel Trailer was.So, I called the dealership to let them know that and they can't get anyone to call them backSo, We do not accept response from the BusinessThey're still not doing there jobWarranty will be up in August, Need to move forward
Final Consumer Response /* (4200, 17, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We picked up our Keystone trailer from one RV dealer because he couldn't get authorized to do anything with it and they had it for monthAs of July 22, we dropped it off at another dealer and he said he couldn't get to it at all for a week and a halfSo, on the following day after I posted again on here Keystone called me and I at that time told them where it was so he said he'd call them, But, at this time after both parties said they'd call me back after they talkedI have heard nothing from neither the Rv Dealer nor KeystoneI'm kind of hanging here againSo, no I have no resolutions at this time
Final Business Response /* (4000, 19, 2015/07/30) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mrs***We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyI have called the dealership (location of customers unit) and advised that I would like to be aware of their inspection findingsI have left my direct line and have a commitment of communication from authorized Keystone RV DealershipIt was communicated by the dealership that all items are working as designedPlease accept this as our final response as Keystone RV has addressed all concerns brought to our attentionKeystone RV has not denied any warranty items presented
OFFER:

Thank you for contacting Keystone RV regarding a complaint received by Mr***We have reached out to the customer and our goal is to resolve any outstanding warranty repairs neededThank you for bringing this matter to our attention

I am rejecting this response because:
This is the point of my complaint, I bought the rv, immediately started having problems, and was replaced but still doesn’t work, now has been back to get fixed a few times since and now all they will say is I am past the year so basically not their problem anymoreI disagree with that because it has been a problem since months after I bought it which is well within the year warranty and with a few trips back still isn’t fixedSo what I get out of this is that they don’t care about their customers and they don’t stand behind their product, all they care about is getting past the year warranty date so they can wash their hands of it and push it off on someone else, I could understand their response if this was the first time of me complaining about this issues but it’s not, it’s been going on since months after buying the rv and is still not fixed and needs to be corrected properly then any new issues that may come up in the future will be on me

Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keystonerv.com
Thank you for contacting Keystone regarding the ***'s concerns with our productWe will be contacting the
***'s 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, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been waiting for answers for over a monthI have asked the company times to get back with me in a timely manner and still no response or resoulution from KeystoneAt this time I am saving all reciepts to any repairs or travel expenses we incure due to the defects in their product
Final Business Response /* (4000, 9, 2015/09/23) */
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding the ***'s concerns with our productWe will be contacting the ***'s direct to resolve this matterIt has been one day since the last response, please allow time for case assignmentKeystone RV Company's goal is to resolve all outstanding issues that may be pending
OFFER: