Tri-C Sheet Metal, Inc.

Initial Business Response /* (1000, 5, 2015/07/09) */
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 product. We will be contacting Mr. [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, 2015/08/31) */
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 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, 2016/08/11) */
Thank you for contacting us regarding Ms. [redacted]. The warranty on this unit expired 6/6/2015, however Keystone has made a good faith offer to assist even outside of the manufacturer warranty. We , respectfully, will decline further assistance as...

requested.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I find this response to be satisfactory.  I will continue working with Keystone's Customer Service Manager on a resolution to this issue.  I would like to thank the Revdex.com for your help in this matter.
Thank you.[redacted]

Initial Business Response /* (1000, 14, 2015/08/25) */
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]. We have communicated that at this time, no manufacturing defect has been...

presented to Keystone RV Company. This appears to be environmental, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unit. Thank you, again, for bringing this matter to our attention.
OFFER:
Initial Consumer Rebuttal /* (3000, 16, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So the environmental damage occurred between the Keystone factory and the dealer (Lakeshore R.V.). So one of them needs to be held responsible for this damage and not leave the customer with a rusted camper.
Final Business Response /* (4030, 19, 2015/08/31) */
Keystone has been in contact with Mr. [redacted] and we have responded to the concerns that were brought to our attention. In Chapter 2 of the Owner's Manual under the heading Limited One Year Warrant, there are a list of exclusions which are not covered under warranty. On page 8-9 it states, The limited warranty shall not apply to rust or broken glass. Mr. [redacted] is aware of our position. Thank you, again, for making us aware.
OFFER:

Initial Business Response /* (1000, 5, 2016/11/28) */
Thank you for contacting Keystone regarding Ms. [redacted]'s complaint. To date, all warrantable repairs submitted to us, both in and out of warranty, have been approved and addressed. In order to have any current concerns submitted the unit will...

need to be taken to an authorized dealer for review. Although the warranty has expired, we are happy to determine if assistance can be offered once the information is received from an authorized dealer.
Past refusals of goodwill assistance from Mr. or Mrs. [redacted] do not negate any future assistance we may offer towards confirmed defects. Thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This unit has been back to an authorized dealer 2 more times and it is still not fixed as Keystone keeps sending the wrong parts. The unit has been in the shop more than 100 days since April 2016. The facia in the 2 living room slides has been cut incorrectly so the boards are not long enough. There is also an issue with the seals, they are currently allowing daylight under the slides. This means when we have the furnace on, we are heating the outside. It is hard to have the furnace running almost continuously. Camping World tells us that Keystone continues to send the wrong parts due to the fact that they just threw this unit together and don't even know what parts they used, so they don't have any way to replace them. It is an issue to pack up this RV and take it to Camping World, then spending the day hanging out waiting for the work to be completed. Then we find out the parts were wrong and no work has been done. A wasted day for us. We have had several of these.
We were told all summer long that we would be compensated for our time and inconvenience. When we thought the repairs were done, after the unit being in the shop for 13 weeks, Keystone made a final offer of [redacted] They had asked us how much we wanted and we told them [redacted] Then they requested a line by line justification for this amount. When that was sent, they made their offer. Due to our expenses for renting a furnished house and traveling to Tennesse while the repairs were being made we considered this a very unfair offer and refused it. Because we are still experiencing the need for repairs (we also have a 2nd gear box that is not working, meaning one of our living room slides will not go out); we are now requesting additional monies to not only cover our expenses but also our time for being inconvenienced. This was all due to the fact that the windows in the slides were cut incorrectly at the factory. Instead of sending a whole new slide to Camping World, they sent side walls and asked Camping World to remove the windows in the old slide and insert them into the new walls. They also had to build new floors in the slides. The service department has never performed this "fix" before. How do I know it was done correctly? That it won't leak in the future? I've also discovered that the faucet controls in the shower were installed upside down. We have already replaced 2 shower hoses because they kink up. They do not hang correctly. We also have tire issues. I believe Keystone installed the incorrect size tire on our unit. With less than 4800 miles on these tires, we had a blow out in September. It did over [redacted] in damage to the camper. We filed a complaint to the tire company, Unicorn. After inspecting the tire they claim it was overloaded. We took the unit to an official weigh station and had it weighed. It is 1000 pounds underweight. However, the load limit of the tires seem to exceed the weight of the unit.
We request compensation from Keystone.
Final Consumer Response /* (4200, 15, 2016/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unit was taken into Camping World in Robertsdale, AL on 12-12-16 at 8 am. Being requested for repairs was a gearbox for the living room slide on the passenger side, new wiper seals for both living room slides, one latch on the outside storage compartment under the bed. We checked back with them at approximately 4 pm. We were informed that there had not been any word from Keystone on approving the work out of warranty. Keystone was now closed so it would be tomorrow at the earliest before we would have a decision. We were offered to stay on the parking lot of Camping World for the night, which we did. We were also asked to call Customer Relations in the morning to see what the issue was.
Shortly after 8 am on 12-13-16, I spoke to [redacted] in Customer Relations. She informed me that they had not received any request from Camping World and to check with them and possibly resend it. I went into Camping World and told the service department what Keystone told me. I believe they resent the request. They were very rude to me so my husband and I asked to speak to the store manager, [redacted] He said he would check on things and to please wait. He returned about 10 minutes later, saying that Camping World would fix the slide.
He said he had to find the part since they didn't have one. At this point, we told him that [redacted] in the service department, had told [redacted] the service department manager, that they had 3 gearboxes in stock. That is why we had made this appointment to come in, we were told the needed parts were in stock. We were also told that the wiper seals had previously been ordered from the date in November when they were not fixed. They also had arrived.
He apologized and said they were the wrong gearboxes. I asked why we were told they had some for our unit if they were wrong. They had already fixed one so they should know what the correct one should be. Of course he had no answer but said they would find one and overnight it if necessary. We thanked him and left. He said he would call us as soon as he found out something.
About an hour later, Mr. [redacted] called me and informed me that Keystone had denied the request to fix our unit under warranty. He then said it would cost me about [redacted] to fix the gearbox. I told him that I didn't understand. I reminded him that he said earlier that they would fix it, considering all the trouble we had been through. He said that it was contingent on Keystone approving the claim. I told him that is not what he had said. He never said to us that it was only if Keystone approved it. I told him we couldn't afford an out of pocked expense like that and we would just return to our regular campground as soon as they fixed our electric plug.
The day before, the employee that hooked us up to the electric on their lot, broke our plug. They rigged it for the night so we would have power, saying they would fix it in the morning. I reminded Mr. Wolfe and he said they would fix it.
We left about 10:30 am, returning to our regular camping spot. This was the 2nd time we had packed up and taken our unit in to Camping World without any work being done. It's either that no parts will fit because Keystone keeps sending the wrong parts or now they are denying it under warranty. They do not stand behind their products and do not care about their customers. We were sold a lemon that is constantly breaking down. We asked for an extended 1 year warranty when we picked up the unit in August, after it was in the shop for 13 weeks. We were turned down. During this time in the shop, our warranty expired. We were never given the opportunity to "test" the repairs before the warranty expired and Keystone refused to extend it.
Final Business Response /* (4000, 17, 2016/12/19) */
thank you for the additional information. A representative will reach out to discuss directly with Ms. [redacted].

Initial Business Response /* (1000, 5, 2017/04/04) */
Thank you for contacting Keystone RV regarding Mr. [redacted] complaint. Keystone does not manufacture this unit with an exterior vent running from over the stove. This is built as it was designed to be built. For assistance with venting, additional...

vents within the unit should be utilized. We will respectfully decline the modification as requested by Mr. [redacted]. We do however, thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because I think this company is worthless. I would never have bought this 5th wheel had I known that it did not have a vent. and furthermore I will tell everyone that I know in the rv community not to buy a unit from keystone because they do not take care of their customers. good luck on their demise.

I am rejecting this response...

because:
It is ridiculous,  they have not answered any questions. There is damage they caused with the repairs, they haven't said how they are making those right. They promised us they would repair it like new. It is a 2017 trailer used 4 times stored inside. Nothing went back together right so they caulked everything.  Exterior wall is bowing. Did they ever check moisture levels like they said they would. Birch Run said the leak came from a outlet, manufactuter said it was under sink. Never any water under sink.  We want a different camper it is not our fault it was poorly constructed.  That is the only agreement we will agree to. I will also be sharing a video of these repairs to social media in a couple of days . I have never received a phone call or copy of repairs.

Thank you for contacting Keystone RV regarding a complaint received from Mr. [redacted]. There is not a manufacturers defect present with this claim so assistance will not be offered. When the slide is extended, simply allow the carpet in question to warm and settle back to its original form.

I am rejecting this response because:  This was s a default on the RV Mfg. on how the extension was installed.  The RV had a dip and I am going to believe that not all of their RV's had a dip.  I had mentioned to Keystone I was up there every 3-4 months cleaning off the roof and there was no indication that the tape was faulty.  It was indicated to me that the tape should have been checked every year and I would not have seen the tape being faulty to begin with, wow.In their manual, they even indicate what the Sales People have to tell you; does that not bring a hint that all of the information that was given to me at the time of sale was given to me?  The reason I am stating this is because the Sales Professional should have stated, if not,  to make more money, to have the trailer brought in for inspection every year and it was not.  The Manuals are not given to you until you purchase the unit.  Can you imagine, taking your first trip on the weekend you purchased it, came back and read the manual to only see, all the Warnings, Caution, throughout the book?This trailer should have lasted longer than 18 months-24 months.  There is no reason that it leaked and because it went down the walls, there was no indication it was growing mold until at 3-4 months later. I am back to Moral ethics and standing behind what they are manufacturing.  This is not common in most RV's.Robyn

Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Thank you for contacting Keystone regarding the [redacted]'s concerns with our product. We will be contacting the [redacted]'s...

direct to resolve this matter. Keystone RV Company's goal is to resolve all outstanding issues that may be pending.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone RV has not contacted us directly still, only the repair facility has been contacted by Keystone RV.
Final Consumer Response /* (4200, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
still no resolution with regards to reimbursement of payments.
Final Business Response /* (4030, 15, 2015/10/09) */
Keystone has been in contact with Mrs.[redacted] and we have responded to the concerns that were brought to our attention. Mr.[redacted] is aware of our position. Thank you, again, for making us aware.

Initial Business Response /* (1000, 5, 2016/08/03) */
Keystone has been in contact with Mr. [redacted]. We have communicated that at this time, no manufacturing defect has been presented to Keystone RV Company. This appears to be damage, which is not covered under the Manufacturer's warranty. The...

warranty on this unit also expired over 11 years ago on 3/2/2005. We, respectfully, will not be participating in repairs to this unit. Thank you, again, for bringing this matter to our attention.

Initial Business Response /* (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 Company. This 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 unit. Thank you, again, for bringing this matter to our attention.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
I do not agree with Keystone's response. I had a third party inspect my trailer and a letter reporting his findings was forwarded to Keystone's Owner Relations Department, supervisors name is Sasha. The finding of the inspection was that the peeling of the paint is a result of improper surface preparation prior to painting. I have yet to receive a response from Keystone regarding his letter.
Final Consumer Response /* (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 5. He stated that Keystone would be "participating in the repairs to my unit. I attempted to talk to Mr. [redacted] and left him a voice mail. He did not return my call. I 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 repairs. Camping 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 /* (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 attention. Mr. [redacted] is aware of our position. Thank you, again, for making us aware.
OFFER:

Initial Business Response /* (1000, 5, 2016/01/18) */
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]'s concerning his Keystone RV. In reference to authorization, all repairs...

have been approved as of 01/15/2016, and it is the goal of Keystone RV to resolve all warranty concerns as outlined in the Owner's Manual. In reference to reimbursements for resort and housing, I apologize for your frustrations, It is outlined in your owner's manual on page 9 under the title warranty exclusions, "Any incidental or consequential damages including, but not limited to, transportation, fuel, food, lodging, telephone calls, towing charges, bus and taxi fare or car rentals, on-site service calls (except units with detachable hitches designed for permanent site use), are excluded. We will continue to assist Mr. [redacted] as we proceed.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2016/01/27) */
Thank you for the follow-up. Keystone has been in touch with us. The water leak has been repaired and we are back in our rv. There are other issues and are working with Keystone to put and requested they put their offer of resolution in writing. They expressed it verbally. We requested it be emailed to us on 1/25. We received a response on 1/26 saying we would have an email by the end of the day. We have not received it at this time. Since we have a time frame in which we had to respond to the Revdex.com, this email is to update the Revdex.com.
Thank you.
[redacted]
Final Business Response /* (4000, 10, 2016/01/28) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mr. [redacted] concerning his Keystone RV. We will be contacting Mr. [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, 2016/03/08) */
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 product. We will be contacting Mr....

[redacted] direct to resolve this matter. Keystone RV Company's goal is to resolve all outstanding issues that may be pending.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a reasonable offer for the damages, time loss and or lack of being able to use our Keystone. We have recently received it back with the same issues.
Final Consumer Response /* (4200, 20, 2016/04/22) */
There has been no resolution in this matter. Keystone is not being helpful in getting our trailer fixed back to new, the condition we bought it in. They aren't concerned with the wiring issues that seem to be popping up every time it is used somewhere else something goes wrong. We would just like a trailer with at least issues that can be fixed and move on, not repetitive issues. At this time we have exhausted everything into a trailer that is of no use to us. We would just like our money back. Thank you for all your time and efforts you have put into this we will see what we may be able to do on our own from here. Thank you again and have a great day!
Final Business Response /* (4000, 22, 2016/04/26) */
Thank you for your response. We are working directly with Mr. [redacted] and his dealership to resolve all warranty concerns. Our goal is to resolve all outstanding warranty items pending.

Initial Business Response /* (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 product. Keystone has been in contact...

with Mrs. [redacted]. We have communicated that at this time, no manufacturing defect has been presented to Keystone RV Company. This appears to be damage, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unit. Thank you, again, for bringing this matter to our attention.
OFFER:
Initial Consumer Rebuttal /* (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 provided. There would be no way the amount of weight on my bumper would have caused it to bend. The type of material that they use for the pull out rails for the bumper is not strong at all. Now 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 usable. I was only 3 1/2 weeks out of the year warranty. I am disappointed the customer service provided and how they "supposedly" stand behind their product. You spend all this money on a camper and you don't even get any assistance or any feeling that the customer comes first. I couldn't even get a call back from a manager which I requested 2 times. It'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 /* (1000, 5, 2015/06/15) */
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 product. We will be contacting Mr. [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, 2015/06/24) */
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 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 Consumer Rebuttal /* (3000, 7, 2015/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is a flipped answer they give to every complaint. They said they would help me find a service dealership that would somehow correct this major problem of my Brand NEW Keystone/Carbon having the plumbing incorrectly installed in my unit but they were unable to find a dealership willing to fix the unit. They said after they could not locate only if I had found one yet and I said how am I going to find a Keystone service repair shop if you can't. Bottom line they seem not to do quality checks on the units and rely on the fact they you will not be able to get the work done so there attitude is "not our problem" you bought the unit!
Final Consumer Response /* (4200, 11, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone RV did not "manufacture" this product correctly and neither Keystone or myself can find a dealer/service center within a reasonable time or distance do rebuild this RV that they "manufactured" incorrectly.
Final Business Response /* (4000, 9, 2015/07/16) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mrs. [redacted] as she has confirmed and we have responded to the concerns that were brought to our attention. Please keep in mind that Keystone RV is a manufacture of Recreational Vehicles and we are not a dealership nor service center. On page 4, under the heading "Owner's Responsibilities" it states,
1. Reviewing the information contained within this manual and all supplied component manuals.
2. Proper care and maintenance as outlined by this manual and the corresponding component manuals.
3. Returning your vehicle to an authorized dealer for any warranty repairs or service that is required.
Mrs. [redacted] is aware of our position and once an appointment is made, we stand ready to assist with the authorized dealerships findings. Furthermore, a dealership/Service Center locator is available at Keystonerv.com. Thank you, again, for making us aware.
OFFER:

Initial Business Response /* (1000, 5, 2017/10/31) */
Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted]. As relayed the repairs are complete and damage has been processed through Mr. [redacted]'s insurance. Keystone's warranty is in effect for defects, not...

damage. We are unclear due to the above mentioned as to what the request is at this point.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was a defect in the awning switch, it did not work properly 2 out of 3 camping tritrips. Fortunately, there was no damage done to our fifth wheel, as a result of the awning coming off at highway speeds. Keystone speaks of customers satisfaction but would not have a Owner's Relation Manager contact me. They called my wife twice and continue to disregard a customer's concerns. I can say, that I see that Keystone RV does not read complaints, I never mentioned damage, only a defective switch. Thank you Revdex.com, for giving me the opportunity to try and address this again.
Final Business Response /* (4000, 9, 2017/11/01) */
Thank you for the additional contact. Again we are unclear as to what the request is at this time. Communications or attempts to reach the customer regarding this matter occurred on 8/15/2017, 8/16/2017, 8/23/2017, 8/24/2017, 9/1/2017 and 9/8/2017. The damage referred to would be the awning being tore off the unit and the switch was fully tested multiple times to be functioning with no defect presenting. Thank you again for reaching out.
Final Consumer Response /* (2000, 11, 2017/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can see that I'm not going to receive a call from a manager in Owner Relations. I realize the damage of the awning being torn off while travelling on the Interstate, and I understand Keystone tested the rocker switch multiple times. I also know the switch did not work correctly 2 out of 3 times when attempting to retract the awning. Complete a GOOGLE search of Keystone RV warranty claims/issues and see how many dissatisfied customers they have.
I received a letter from the CEO, [redacted], at the end of June 2017 thanking us for our recent Keystone RV purchase. I will quote part of that letter, "At Keystone RV, our goal is to provide superior products and services to ensure our owners are completely satisfied with their ownership experience."
I am disappointed that Keystone and the Owners Relation Manager did not contact me as I requested. They spoke to my wife, a different number than the number I left with [redacted] on August 25, 2017. Keystone can check their recording system and listen to our conversation, which by the way, isn't listed on their dates above. I also spoke with her on 7-21-2017, that date is not listed either.
Thank you for listening and Keystone, we thoroughly enjoy our Montana fifth wheel, but I can't say I have enjoyed working with your Owner Relations Board.

Thank you for contacting Keystone RV regarding a complaint received from Mr. [redacted]. The manufacturer warranty for this unit expired 4/19/2015. We do not provide the purchased extended warranties so we cannot answer to what should or shouldn't be covered on these. Due to the time outside of...

Keystone's warranty, we would respectfully decline participation.