Tri-C Sheet Metal, Inc.

Thank you for contacting Keystone RV regarding a complaint from Ms* *** Keystone supplies a one year manufacturers warranty from the original date of purchaseIn this case, the recreational vehicle in question has been retail owned since 10/13/Due to this, we respectfully will decline
assistance as demanded by Ms* *** We do thank you for reaching out

Initial Business Response /* (1000, 5, 2015/12/03) */
Contact Name and Title: Keystone Customer Service
Contact Phone: 866-425-
Contact Email: [email protected]
Keystone has been in contact with 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
OFFER:

Initial Business Response /* (1000, 5, 2015/09/09) */
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***'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, 2015/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of Sept no one from Keystone has contacted me on this issueStill waiting
Final Business Response /* (4000, 18, 2015/10/22) */
Contact Name and Title: Keystone Customer Service
This response is in reference to your Keystone FuzionKeystone RV has taken great consideration in reviewing your concernsAfter review of engineering specifications, facts showyour unit is built as designedMr*** Fuzion has three tanks, one tank is used for the 1/bathAt the time your unit was manufactured the tank reserved for the half bath was considered a grey tankThis tank has a capacity of gallonsThere is another gray tank in your unit, which also has a gallon capacity, for a total of gallons of gray water capacityIn newer units this is now considered a black tankThe specifications outlined are correct for your unit based on that date and time of productionRespectfully, will not be participating in modifications to this unitThank you, again, for bringing this matter to our attention
OFFER:
Final Consumer Response /* (4200, 20, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The back tank cannot be considered gray when the Toilet is connected to itKeystone would know this as it is a common thing in RV industryHowever they kept advertising these units with grayThat is advertisementHow can they get away with thatIt took them until to correct the advertisementIf you purchased a car that was listed to have a gallon gas tank and then upon filling it you found it would only hold gallons, that would be a problemKeystone has misrepresented a product and will not stand by the mistake madeThey need to stand by the product and not push their mistake off to the customerHeed Revdex.com or Consumer Protection Agency to engageKeystone has more leverage than the basic consumer and they know thatI have provided enough proof to show "advertising" upon Keystone

Initial Business Response /* (1000, 5, 2016/08/01) */
Thank you for contacting Keystone regarding Mr***We will be contacting Mr*** direct to resolve all outstanding warranty concerns

Initial Business Response /* (1000, 5, 2017/03/29) */
Thank you for contacting Keystone regarding Mr***'s complaintAs stipulated in Mr*** owner's manual and to process our warranty, the unit would need to be taken to an authorized dealer for any warrantable repairsKeystone has
authorized a participation level with the previous invoice received as a goodwill gesture however to date, we have not received the required paperwork and partsMr*** has also asked that Keystone participate with a 3rd party inspection cost, which we have respectfully declinedIf there are additional outstanding repairs believed to be needed, the unit would need to be scheduled for inspection at an authorized dealershipWe will respectfully decline further assistance as requested unless submitted through an authorized dealerThank you for bringing this matter to our attention

Initial Business Response /* (1000, 5, 2016/04/06) */
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 Business Response /* (1000, 5, 2015/06/17) */
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, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone RV contacted me on 6-17-to tell me that they approved the requested repairsI was told by Camping World that it would take weeks to get the necessary parts to complete the repairs and then another weeks or so to do the workI decided to just pick up the camper from *** *** because we have a trip planned in JulyI told *** *** I would return the camper to them on 7-31-to complete the workWhen I picked up the camper on 6-20-I noticed that there were multiple NEW delamination bumps in the exterior sidingThese were not there when I took the camper in to *** *** on 6-5-These are NEW bumps that have just appearedIt seems to me that this will just continue to occurThe *** *** body shop service advisor said that it must be a bad batch of materials and will most likely just continue to occurThis is not an acceptable or quality product in my opinion at allI would like a total refund of our purchase price and Keystone RV can just keep this camperI will go and spend my money on a different manufacturerI do not want this defective camper any longer
Final Business Response /* (4000, 9, 2015/06/24) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mr*** and we have responded to the concerns that were brought to our attentionMr*** is aware of our positionThank you, again, for making us aware
OFFER:

Thank you for contacting Keystone RV regarding a complaint received by Ms*** At this point, the manufacturers warranty expired over years ago on 1/28/with the recreational vehicle in question being retail owned and utilized for yearsOutside of this, we have not been provided with
proof of a defect for considerationWe do thank you, however, for reaching out

Thank you for contacting Keystone RV regarding a complaint from Mrs* *** A representative is currently working directly with Mr.s *** to resolve warranty claimsWe do thank you for reaching out

Initial Business Response /* (1000, 5, 2017/08/08) */
Thank you for contacting Keystone regarding a complaint received by Mr***We have attempted to reach Mr*** on multiple occasions to no avail with no return callsEnvironmental concerns such as freezing would not be warrantable even
under the manufacturer warrantyWe will continue to attempt contact
Initial Consumer Rebuttal /* (3000, 7, 2017/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't realize multiple occasions was literally two timesI can provide phone records as proofAlso does Keystone realize that not everyone is available Friday at 245pm and Monday at 1pm? Some people do work during the dayIf Keystone did care enough about their customers and customer service, they wouldn't have TWO separate individuals callWhy not assign this incident to one individualFairly poor tactic on their end to maybe diffuse the complaint
Why would a GUARANTEE that is on your website NOT be covered under warranty? Keystone the manufacturer GUARANTEES their units equipped with the Polar Package to be guaranteed to zero degreesThis unit did have water freeze in it during the month of November last year while the temps were in the mid 20'sThe selling dealer refused to re create the incident during their "test" And yes, I have already filed a complaint against Vanboxtel RV the selling dealer
Also once again, Keystone has NOT answered any of my complaints and as to who is responsible for the now water damage that is inside my unitNeither the dealer nor Keystone will take ownership of this defective unit
Final Business Response /* (4000, 9, 2017/08/11) */
Thank you for the additional informationAlong with phone calls, we have responded to Mr*** via email to assist with answering his questionsAll attempts to contact have been made by one individual here at Keystone and have gone unreturnedUnfortunately, we cannot answer MrLenuis's questions until contact is achieved

Initial Business Response /* (1000, 5, 2015/08/03) */
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 at this time, a Keystone RV Authorized
Dealership has reviewed all request and no manufacturing defect has been presented to Keystone RV CompanyModifications are 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 /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Authorized Keystone service center only tested operation of the AC unitsThey did not test the cooling aspect or lack thereofThey stated in report that if insulation was the issue, Keystone would have to handle thatHence why I am hereIf Keystone would have this RV tested in outdoor conditions that is for this unit, Stevie Wonder could see there is a manufacturing problem with the insulationThey keep stating that degree differential is the best I can expectThis RV will not do that and will not come closeI expect a test on this RV soonStatements are just that - proof is in the pudding
Final Consumer Response /* (2000, 20, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I disagree with the response from KeystoneI did take to an authorized dealership for this very issue but that dealership did not perform the test I specifiedThey were concerned with the issue of AC and duct work which is what the Rep told meThey don't do "insulation"They only perform checks on the AC and ductsI will continue to pursue this case with "an authorized Keystone dealership" as stated above as soon as I can find one that will accept itI assume Keystone will "authorize" the work as the dealership will not perform any work unless ok'd by KeystoneHence my dilemnaKeystone claims no defect so how do I get checked if Keystone won't authorizeI appreciate Revdex.com trying to resolve this
Final Business Response /* (4000, 18, 2015/08/13) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mr***Please note, if an owner of a recreational vehicle manufactured by Keystone RV believes a defect to be present, that defect would need to be presented to Keystone RV by an authorized dealership, this has not occurredAll items presented, by Mr***'s admission have been resolvedOn page of owner's manual , under the heading "Owner's Responsibilities" it states, Returning your vehicle to an authorized dealer for any warranty repairs or service that is required
Please understand that Keystone has not denied any defect presented, however we, respectfully, will not pursue an idea or theory that has not been substantiated by an authorized dealershipKeystone stands ready to assist if and when a defect is presented by an authorized dealership
OFFER:

Initial Business Response /* (1000, 5, 2016/05/06) */
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 Business Response /* (1000, 5, 2017/10/18) */
Thank you for contacting Keystone RV regarding a complaint received from Mr***Full review by both Keystone and the manufacturer of the front cap in question has determined the damage submitted is due to impactIncidental damage is not
covered under the manufacturer warranty as it is in place for defects in materials and/or workmanshipWe will respectfully decline assistance as requestedWe do however thank you for bringing this matter to our attention
Final Business Response /* (4000, 13, 2017/11/01) */
Thank you for the additional informationAs relayed, Keystone along with the manufacturer of the front cap in question have deemed the area of concern to be the result of damage due to impactWe again will respectfully decline participation as requested

Initial Business Response /* (1000, 5, 2016/08/15) */
Thank you for the information submitted regarding Mr***The roof complaint submitted of bubbling is going to be a occurrenceBubbles and/or wrinkling will occur normally and does not effect the structural integrity of the roof
itselfThis is not a defect and Keystone will respectfully not be participating with the repairs as requested
Initial Consumer Rebuttal /* (3000, 7, 2016/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From what I am told this is not and if I go on a trip with my trailer then more than likely the roof is going to start flapping and I will probably have the roof itself blown off, I should not be having this kind of issue with a unit that is just over a year old, I would really appreciate it if Keystone would help me out with having my unit repaired

Initial Business Response /* (1000, 5, 2015/05/12) */
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, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could not accept Keystone's response because there never was one and from the history of that company on your website, I don't expect there ever will be a responseTo salvage our seasonal campsite and a summer of camping for my three kids, my wife and I were forced to buy back our old trailer at a higher interest rate from the dealership who refused to replace water soaked materials that Keystone would not coverWe lost over two thousand dollars on the new trailer loan and the travalue of our old trailer decreased by two thousand as wellKeystone's negligence in assembling their unit cost us over $4500, not to mention the stressThanks for nothing Keystone
Final Business Response /* (4000, 11, 2015/05/27) */
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding Mr***'s concerns with our productWe have be contacted Mr*** direct to resolve this matter, however we were informed he no longer owns this unitKeystone thanks you for your time and attention
OFFER:

Initial Business Response /* (1000, 5, 2017/08/10) */
Thank you for contacting Keystone regarding a complaint received by Ms***Keystone provides a one year warranty from the original date of purchaseThe date of purchase for this customer was 4/5/with a manufacturer warranty
expiration of 4/5/With the timeframe that this unit has been retail owned along with the warranty expiration, Keystone will respectfully decline participation as requestedWe do thank you for bringing this matter to our attention

Initial Business Response /* (1000, 5, 2016/03/09) */
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 Consumer Rebuttal /* (2000, 7, 2016/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Keystone has resumed attempts to helpI'll be reopening or filing a new case if they go back to being unhelpful

Initial Business Response /* (1000, 5, 2015/08/07) */
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] concerns with our product. We will be contacting Mrs. [redacted]...

direct to resolve this matter. Keystone RV Company's goal is to resolve all outstanding issues that may be pending.
OFFER:

Initial Business Response /* (1000, 5, 2017/09/29) */
Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted]. This unit was purchased on 6/4/2013 with the manufacturer warranty expiring on 6/4/2014. Keystone will respectfully decline participation as requested due to the...

length of time outside the warranty period. We do thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept this response. We purchased an extended warranty that's valid until 6/2018. This rv was very expensive and we feel there should not be roof issues after just 4 years. We previously had a RV for 6 years and had no roof issues. This 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 /* (4000, 9, 2017/10/02) */
Thank you for the additional information. Extended warranties are not through Keystone RV. We cannot advise as to what would or wouldn't be covered under another companies warranty. We do thank you for reaching back out.

Initial Business Response /* (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 5/6/2013 with the manufacturer warranty expiring over 3 years ago on 5/6/2014. We will respectfully decline...

participation as requested by Mr. [redacted]. We do thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (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 normal condition. I realize my warranty is expired, but if they would have agreed to fix it during my warranty, it wouldn't be coming apart now. You can't (or shouldn't) just say a problem is normal and then bide your time until the warranty expires. That's not right.
Final Business Response /* (4000, 9, 2017/08/08) */
Thank you for the additional contact. Keystone's reply will remain unchanged.