Tri-C Sheet Metal, Inc.

Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Keystone has been in contact with Mrs. [redacted] and we have responded to the concerns that were brought to our...

attention. Please note that on page 4 in the Owner's Manual, 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.
Although we are here to assist, Keystone as a manufacture does not schedule appointments for customers, this would be the owners responsibility. Mrs. [redacted] is aware of our position. Thank you, again, for making us aware.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is obvious that Keystone has not look at any of the photos or read any of the email on camper VIN#GFXXXXXX. So here is part of the email that I sent to Keystone when [redacted] sent me the exact same thing that Keystone put the their rebuttal. Please note that are correspondence with MS [redacted] also went to the owner relations email in order to maintain a permanent record
To reply to your owner responsibilities:
On page 4, under the heading " Owner's Responsibilities" it states,
1. Reviewing the information contained within this manual and all supplied component manuals.
1: I have reviewed the owners manual and all the other manuals in the owners bag that came with the unit. As well as every other piece of paper that I was given by the dealer. That is why I was at the dealers for over 4 1/2 hours.
2. Proper care and maintenance as outlined by this manual and the corresponding component manuals.
2: Please show me where I have not maintained proper care for this unit. If I did not maintain the unit I would have never found any of the issues that I have been writing about. The manual states that the roof should be checked every 90 days. Please go into the emails that I have sent and look; to my count it didn't even last 60 days, so your manual is incorrect, and I have inspected the unit more then you the manufacturer recommend, and yes I did have the roof repaired. Again the secondary damage (if there is any) would have been worse if I had waited the 90 days as the manufacturer manual states.
3. Returning your vehicle to an authorized dealer for any warranty repairs or service that is required .
3: I purchased this unit in Iowa, that is 6 states away. An authorized dealer is a great idea, but the Keystone authorized dealers in this area will not work on anything that they do not sell. It amazes me that there is a camping world store with service bays 20 miles from my home and they cannot work on this unit as they are not a dealer, just a service center; although Camping World dealerships do sell keystone products. Maybe you should have all camping World stores that have service bays be authorized to complete manufacturers warranty work. If that Camping World was an authorized repair shop I could have had the unit in and all of the work completed by now.
Now lets talk about manufacturer and their commitment to building a defect free product:
A: The gasket on the window in the living room was out of the track; the dealer could not even get it to stay in
B: The trim around the slide out for the couch had the trim on one side off; from the floor up 2 feet. The other side of the slide for the couch you didn't even bother to make sure that the carpet was out of the way so that the trim could be secured
C: A brown button on a black header REALLY
D: A missing spring on the rear ramp door AGAIN REALLY
F: No insulation around any of the pipes that come up through the floor
G: The wall in the cupboard not attached
H: Diamond plate in the garage not properly secured against the wall
I: The seamless window in the bathroom leaking
J: Lights in the awnings do not work that is all 3 awnings
Ok, lets talk about your Quality Control department. Do you even have one?
These are issues that an untrained eye found. It appears to me that either you don't care about the customer or you don't care about the product. Please tell which is it?
You the manufacturer are telling me to take the unit to the selling dealership as they have a sincere interest in my satisfaction. Well then, do you the manufacturer have a sincere interest in my satisfaction because it sure doesn't seem that way.
I called Baydos and they said that I was to get back in touch with you the manufacturer as they did not have that opening 17 or 18 November and they need a call from you in order to take the unit in December. I want the unit repaired and if that is impossible for the manufacturer as this unit is under the manufacturers warranty, please get in touch with me and then we can go to the next step.
Will I get an answer on any of these items? Or will I get an answer about getting [redacted] to be an authorized service center for warranty repairs?
Here is the next part of my new rebuttal not the email that I sent to [redacted] and the owner relations email:
Now I called [redacted] in Fife Wa. and they told me that they have been trying to get off the Warranty service site as Keystone does not make payment in a timely manner.
Please tell me where any of these issues are the customers fault and the customers responsibility.

Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Keystone has been in contact with Mrs. [redacted] and we have responded to the concerns that were brought to our attention....

Mrs. [redacted] is aware of our position as well as the request for information. Thank you, again, for making us aware.
OFFER:

Initial Business Response /* (1000, 5, 2016/09/23) */
Thank you for contacting us regarding Mr. [redacted]. All warrantable concerns submitted on this unit have been approved for repairs. Outside of these claims, Keystone has been in contact with Mr. [redacted] in regards to his roof complaint. We...

have communicated that at this time, no manufacturers defect has been presented to Keystone RV. This appears to be damage, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs. Thank you, again, for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2016/04/29) */
Keystone has been in contact with Mr. and Mrs. [redacted] . It is our understanding that the [redacted]'s have agreed to work with Keystone RV Company to resolve this concern. Thank you, again, for bringing this matter to our attention.

Initial Business Response /* (1000, 11, 2015/08/31) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Keystone has been in contact with Mr. [redacted] and we have responded to the concerns that were brought to our...

attention. Keystone has not declined coverage, however 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.
Mr. [redacted] is aware of our position. Thank you, again, for making us aware.
OFFER:
Initial Consumer Rebuttal /* (3000, 18, 2015/10/08) */
My compliant remains unresolved. I arranged an appointment for September 29th (soonest available date) and dropped off my trailer with a local Keystone dealer/service center to have my trailer's front cap repainted. I find myself now stuck in the middle as Keystone and their authorized dealer/service center disagree on how many man hours are authorized to complete this warranty work. The dealer/service center will not do the work for the number of billable hours Keystone has authorized. This is not fair to me, the customer. Even more frustrating is the knowledge this must be common in how their customers are being treated who are experiencing this common front cap flaw
Hi [redacted],
I just sent an addendum to this closed complaint, which remains unresolved. There is a disagreement between the authorized dealer/service center and Keystone as to the cost of this warranty repair and the billable man hour necessary to properly complete the work.
This is very frustrating. I now find myself with a trailer sitting in limbo waiting on WARRANTY work and an authorized dealer/service center and the factory supposedly at odds over how much the job should cost. The front cap fading issue is a VERY common defect (several complaints noted on Revdex.com site in your state alone) so I cannot believe their is any disagreement over cost. Please help.
thank you [redacted]
Final Consumer Response /* (4200, 23, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone's latest response is not accurate as they have not resolved their dispute with their "authorized service center" over the cost of the repair leaving me squarely at square one. My trailer is in limbo in a "Catch 22" type situation with an approved service center telling me they won't do the job for the amount Keystone is approving and Keystone telling me that they (their authorized dealer/service center) are charging too much.
As such I cannot see how they can state, "Keystone has been in contact with Mr. [redacted] and we have responded to the concerns that were brought to our attention. All items that have been submitted have been approved 100%."
I need to reiterate the front cap fading issue is a common defect and Keystone's reluctance to pay or underpay for the repair is a very common customer complaint noted on multiple consumer forums.
Final Business Response /* (4000, 25, 2015/10/28) */
Contact Name and Title: Keystone Customer Service
Keystone has approved See Grins Inc. of all items that have been submitted at the amount submitted 100%. If other items have presented themselves, Mr. [redacted] may call us at XXX-XXX-XXXX or schedule an appointment at an authorized dealership of his choosing. Keystone would be more than happy to review any new information. Thank you, again, for making us aware.
OFFER:

Initial Business Response /* (1000, 5, 2016/09/13) */
Thank you for contacting us regarding Ms. [redacted] complaint. We spoke to Ms. [redacted] directly and it is our understanding that all concerns have been addressed. Thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /*...

(3000, 7, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My slide out still does not work. No one seems to be able to fix this. All keystone told me is they had this under the wrong person. It was still under the original owner. I want someone to fix this and I think with all the problems, and all the time and mental anguish it has taken I think they should pay and fix this. I do not believe they really had it register under the wrong name..either way my trailer still does not work..and they have my parts..no one helped just tried to blame it on something else..
Final Business Response /* (4000, 24, 2016/11/04) */
Thank you for the additional information. We will await the customers appointment
Final Consumer Response /* (3000, 31, 2016/12/15) */
I did not close this case. My trailer is still at Kitsmiller RV in Mason,Michigan getting looked at. I had an appointment for Nov and it is still sitting outside there business waiting to be looked at.no one has checked it out yet..Another problem with this thing. No one wants to take care of the problems with this trailer. This is where I bought it but takes months to be looked at.

Initial Business Response /* (1000, 5, 2017/05/15) */
Thank you for contacting Keystone regarding a complaint received by Mr. [redacted]. There are areas of concern noted in this complaint and the customer believes an hour and a half of labor would address. At this point, we have not received the...

opportunity to address these concerns should they be deemed warrantable. In order for Keystone to remedy warranty items, the unit will need to be taken to an authorized dealer for review and submitting as stipulated in Mr. [redacted]'s owners manual. We do thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am well aware of the fact that I can get warranty work done. You did not address the concerns of the complaint, after spending this kind of money the customer should not be expected to take their new product to get stuff fixed before they can use it. Do you have no pride? What are you doing to correct your lack of quality, be responsible, test and fix problems before they leave your facility.
The problem isn't that I don't know how to get my trailer fixed and I didn't need your generic BS response to tell me that. The problem is the attitude of your apparent business model where you produce a non quality product and push the burden of repair to the customer. It would be cheaper to fix the issues in house rather than being charged shop rate for techs in the field to fix and you would have happier customers. Better yet make sure the product is built correctly to begin with so you don't have to fix stuff,but if you do, do it in house. I want to know that your company president is seeing these..I want an email from Him/Her apologizing. Signed, unhappy burdened customer.
Final Business Response /* (4000, 9, 2017/05/24) */
Thank you for the additional information. While Mr. [redacted]'s discontent is noted regarding having to take the RV in for repairs, this unfortunately is the process to have repairs completed under the Keystone warranty. Again, we are happy to resolve warranty repairs that might be needed provided we are given the opportunity to do so through an authorized dealership.

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 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, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same response we have received from Keystone since April when we first contacted them. Since we have not heard from them once in two months, we feel this is not an acceptable response. This is why we contacted the Revdex.com, because we feel we are being ignored.
Final Business Response /* (4000, 9, 2015/06/26) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mr. [redacted] and had a conversation in regards to his complaint on 06/23/2015. We have communicated that at this time, no manufacturing defect has been presented to Keystone RV Company. The items mentioned by Mr. [redacted] were not included on the unit Mr. [redacted] purchased. Furthermore the video's that have been noted were of a 2009 unit and Mr. [redacted] has a 2015 Bullet Travel trailer, respectfully we will not be participating in modifications to this unit. Thank you, again, for bringing this matter to our attention.
OFFER:
Final Consumer Response /* (4200, 13, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We based our order of our Keystone trailer after watching the Keystone video. No where does it state that the video is only based on a 2009 trailer. Keystone has been falsely advertising with a video of a trailer that no longer exist since 2009. When Keystone contacted us, they tried to make us feel stupid that we purchased to 2015 trailer off a 2009 video. Even though that video was on a 2015 web site. Also, no where does it say that changes have been made to newer trailers since that video was made. The video is a false advertisement for the new trailers that have been manufactured since 2009. We were basically told there was nothing they would do about it. However if we would like the led awning lights, we could drive all the way to Indiana to have them put on. We were not even offered the option of them sending the lights to our RV Dealer in Gambrills, MD to have them put on there. We find it hard to believe a company like Keystone can get away with advertising false information and not compensating for it. We can't believe we are the only people complaining about it. If there is any information on a class action law suit or any other information in this regard, we would like to be informed about it.

Initial Business Response /* (1000, 5, 2016/08/05) */
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 warranty issues that may be pending....


Initial Consumer Rebuttal /* (3000, 7, 2016/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone contacted us once last week. We repeatedly tried to return their call. Their rep was supposed to call us back both Friday and Monday. We have repeatedly tried to get in touch with their rep and he will not return our calls.
Final Business Response /* (4000, 9, 2016/08/12) */
Thank you for the additional follow up regarding Mr.[redacted]. We will reach out to him again. Keystone's goal is to resolve any outstanding warranty concerns pending.

Initial Business Response /* (1000, 5, 2017/03/22) */
Thank you for contacting us regarding Mr. [redacted]'s complaint. Keystone is respectfully declining participation as requested by Mr. [redacted]. The warranty on his RV expired on 10/18/2015 and environmental concerns such as fading would not be a...

warrantable concern, even within the warranty timeframe. Thank you again for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are many cases with names I have that Keystone has assisted durning and after the warranty period. The product is defective, the company knows it and will not assist in goodwill to keep their clients coming back. If this issue was mine alone, then it would be a different story, but its nationwide.

Initial Business Response /* (1000, 6, 2015/04/30) */
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] 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 /* (2000, 8, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the response as long as Keystone follows through with their promise. As I stated before the company has chose to ignore my previous complaints and I have no confidence that they will do any difference. I want to thank the Revdex.com for their assistance.

Initial Business Response /* (1000, 5, 2017/09/19) */
Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted]. Keystone does not have wiring schematics to provide due to the ever changing products, unfortunately. Any information available in our systems would also not...

extend back 13+ years to the date of purchase. As always, for any believed repairs needed, we would recommend consulting with a repair center or authorized dealership. We do thank you for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2016/04/26) */
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.
Initial...

Consumer Rebuttal /* (3000, 7, 2016/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone sent a message to me saying they had agreed to replace the mattress but that's not even a good Band-Aid for one of the many problems. The bedroom room is covered with mold & it started under the mattress on the stand that the mattress lays on. So there just going to throw a mattress on top of the mold? I have never got them to commit to taking off the wall board to see if mold is behind the walls & I don't think they will ever do that since replacing the mold you can see just buys them time till the warranty is gone. The owner of the dealer along with there service tech have been here numerous times & no one has been able to find how the mold got in the trailer to start with & now Keystone has agreed to replace the mattress, I guess to just throw on top of this black mold that's under the mattress.
That is just one of many problems that hasn't been addressed. You have a spot on the wall the closet is built on that's covered in carpet. On that wall there is a spot about 8" square where the carpet looks as though it's been slashed with a knife or somehow been melted & nothing has been said about this. It's looks like it's been glued & nailed on just to hold it to this wall. There are no seams in this carpet which leads me to believe it was damaged after being installed & someone did a very bad job trying to patch/hide this damage. If every trailer is inspected like I was told, then this inspector needs to retire or replaced.
You have the cabinet door above the head of the bed that's split in two but still installed. Along with that the hinge screw holes that hold this door on have been drilled too big. 3 of the 4 screw holes look to be drilled to big & the cabinet door just hangs down, held in place by one screw that's not stripped out.
You have the bedroom door trim that was cut to long & it bows out from the wall about 2". I don't know how this was missed since its about 1 Ft from the floor & it was nailed above it and below it leaving the extra wood to bow out from the wall. If someone would've cut about 2" off the bottom, the trim would've laid flat. This is the trim that goes around every door in the trailer, front & back. I missed this during the walk-around like most of the problems because your buying something that's supposed to be new & this problem was behind the bedroom door & I never closed that door. The mold is under the mattress with the plastic still on the mattress & how many people would really think about taking the mattress off to look under it on a new trailer?
The main AC has a short in the compressor control wires & some times it works, other times it doesn't. If not for the rear AC working (so far) I would probably be dead from heat stroke. I've been told these Coleman-Mach units are dropping like flies & most troubleshooting test have been bypassed meaning, if you have one that's giving someone problems just replace it. Doing some research on my on, I've found that Coleman knows about these problems & started using a different source for there compressors over a yay ago but no recalls.
That brings me to my next question about the way Keystone does business. I bought this brand new [redacted] trailer on February 09, 2016 & was told that the dealer had just got this trailer in stock. The build date of this trailer was June 04, 2015, making it 7 months old from the start. I was told by Coleman that companies like Keystone will by thousands of AC units at a time to have enough on hand in case of problems. Coleman keeps there warehouses stocked with AC units that have been built months, sometimes years before someone like Keystone comes along & buys however many. Just to be fair I'm sure this is the way it's done by most RV companies but doing the math, these AC units could be 3-4 years old before being installed on a RV. Then like mine, it sets at a Keystone lot for 7 months before it hits the dealers lot where it sets again. Colman knows there is problems with a batch of AC compressors but do they do a recall, no. They cross there fingers & hope the units works for a year then Coleman/Keystone are in the clear. There is rust all over the frame of the trailer & I just noticed the propane supply pipe is almost rust in two. Something of that nature should be painted at the very least but dealing with propane & the supply line that's exposed to road salt or just the outside elements, I think it should be powder coated or be galvanized pipe & not just steel.
I've been in my trailer for 3 months now & all the problems were found & reported to Keystone 3 days after I moved in. The dealership has been here numerous times & not the 1st screw has been turned. I haven't listed every problem here but some of the big ones. Keystone knows about all of them & I along with the dealership has reported and sent pics of all the problems to Keystone. The mold problem should have been addressed 1st & not just say they have me approved for a new mattress to throw on top of the mold. So in a nutshell, I don't accept Keystones offer of a mattress to settle all of this. I just wonder what would have happened if the dealership found these problems along with customers before it was sold to me? I paid cash for the trailer & now it seems like Keystone is running the clock down to were the warranty is no more. I would be willing to bet if the dealer could not sale this trailer because people were finding the problems, they would have had it returned to Keystone for a replacement!!! I've attached a few pics to give you some idea of the problems.
Final Business Response /* (4000, 9, 2016/05/06) */
Thank you for your response. Keystone is working to resolve any outstanding warranty items currently pending.
Final Consumer Response /* (4200, 11, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will not accept until all items are repaired. I don't care who at Keystone it is but if anyone of them bought a brand new home they would not settle for any problems like I'm having with there new home period! Yes they pay a lot more but that shouldn't matter, this is my new home.
I'm self employed electrician & I've wired hundreds of new homes & even though I never got called back for ANY PROBLEMS I did see people get crazy over a thing like a paint run in a closet, dirt on the outside windows, wrong doorbell sound that the customer bought herself. Crazy things like this I saw at just about every house I wired.
I got called back a few times for things like wanting to move a light switch or add a outlet somewhere in the house & I would drop what I was working on at the time to go do these things for the customer at no charge. To me that just made good business since to get those repeat customers. They would offer to pay me for my service but I never took a dime & I guess that's why I've only been able to afford a new travel trailer & not a new home & that's way I feel like I've been treated to this point.... it's just a trailer, not a new home so what's the big deal?
They know this is my home, they know I have health problems & mold could kill me. I've spent 16 days in the hospital since moving into the new Keystone Laredo & I don't know if it's due to the mold but have taken samples of the mold & should know for sure in about 6 weeks.
But back to the new homes I've seen people raise [redacted] over at the smallest things & they have a Ace up there sleeves... they just want close on the house until the things are fixed which means the contractor doesn't get paid till the customer is happy. I paid cash for my trailer so everyone got paid before walking out of the dealership so no motive for anyone to fix my problems. They got all there money up front so I have nothing to hold back, also I think they look at it as a RV & not my home.

Initial Business Response /* (1000, 5, 2015/05/05) */
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, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still ignore our phone calls and the issue has not been resolved. We are leaving next week to go from Texas to New Mexico and as I stated still have not contacted us. Their lack of consideration is overwhelming. I know when we get the call they will expect us to travel to where ever and when ever to get the situation resolved as if the world revolves around them. Their customer service has been and still is terrible.
Final Business Response /* (4000, 10, 2015/05/11) */
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding Mr. [redacted]'s concerns with our product. [redacted] as well as Keystone have been in contact with Mr. [redacted]. Keystone RV Company's goal is to resolve all outstanding issues that may be pending, and we are working diligently to have this accomplished.
OFFER:

Initial Business Response /* (1000, 5, 2016/06/02) */
Thank you for contacting Keystone regarding Ms. [redacted]'s concerns with our product. We will be contacting Ms. [redacted] direct to discuss this matter. Keystone RV Company's goal is to resolve all outstanding warranty issues that may be pending....


Initial Consumer Rebuttal /* (3000, 7, 2016/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A [redacted] from Keystone did call and left me a message wanting me to send pictures but left no information as to were to send them. I called and left a message in return inquiring an email address to send them but have not gotten a response. I've attached the photos to this response hoping they will get forwarded to the appropriate person at Keystone.
Final Consumer Response /* (4200, 15, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Waiting for Keystone to respond to the pictures
Final Business Response /* (4000, 17, 2016/06/13) */
Thank you for the response. We have reached out to Ms. [redacted] to discuss the photos and had to leave a voicemail. We will continue to try and reach her.

Initial Business Response /* (1000, 6, 2015/11/16) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Keystone has been in contact with Mr. [redacted] and we have responded to the concerns that were brought to our attention....

We have communicated that at this time, no manufacturing defect has been presented to Keystone RV Company. Mr. [redacted] is aware of our position. Thank you, again, for making us aware.
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Keystone brochures has a picture of the underbelly with the notation "The enclosed underbelly eliminates turbulence caused by exposed frame members, holding tanks, plumbing etc." Additionally, with the thermal package, heat is ducted to the underbelly to extend the camping season. I uploaded page 9 from their brochure as part of this complaint. I also uploaded a picture of the underbelly on my camper. It is nothing like Keystones brochure. I purchased this camper relying on the Keystone brochure that this camper would be able to handle some colder temperatures. I now have a $42,500 camper that Keystone now says should not be used in temperatures below freezing. This camper was sold in Colorado. Even the summer season dips below freezing on occasion. Keystone sold me a camper that does not match the brochure/specifications of what I thought I was purchasing.

Initial Business Response /* (1000, 5, 2016/04/21) */
Thank you for contacting Keystone RV regarding Mrs. [redacted]'s concerns with our product. We are currently working directly with Mr. and Mrs. [redacted] to resolve this matter. Our goal is to resolve all outstanding warranty issues that may be...

pending.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are in contact with the company finally. They are picking up the unit for repair. Can we leave this claim open until it is completely resolved. I am afraid there is mold in the unit and it may not be taken care of properly.
Final Business Response /* (4000, 9, 2016/04/29) */
Thank you for your response. An advisor has reached out to Mr.[redacted] and will continue to attempt contact. Our goal is to resolve all outstanding warranty concerns on this unit.

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@keystonerv.com
Thank you for contacting Keystone regarding Mrs. [redacted]'s concerns with our 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, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nobody has contacted me to resolve this issue. When I did speak to someone yesterday - because I called them - I was told my issue was going to the General Manager and someone would contact me. Several hours later, I received a call from Chelsea that I missed at 4:32 PM (per the time on my phone) and her message was for me to contact them to get me in touch with a dealer to resolve my issue. I immediately tried calling back and Keystone was closed. Unfortunately I was not happy because the response from Chelsea clearly proved to me that nobody actually took the time to read my complaint, and see that I noted that I already was in touch with the dealer we bought the camper from and have scheduled a time for the camper to go up to get the warranty work done. My issue was and still is - that while I was on vacation - when I needed the assistance and needed someone to honor the warranty, nobody would and Keystone had no response to that. This needs to be made right. Yes the camper is being fixed by the dealer - AFTER I've contacted my dealer myself and AFTER the time when I needed the help. This still doesn't resolve the issue of Keystone having/supplying FALSE information on their website and in their warranties that any certified Keystone dealer is to honor warranties. That did not happen and all Keystone does is try to shift you around to various people, various dealers. This is a breach of contract. I want reimbursed for my time lost on vacation because each day I called for help, I would be told someone would get back to me that same day, then the next day I had to call again and again and again. By the 4th day, I had enough. If Keystone does not make this right for our time lost, my next step is to file a complaint with the Federal Trade Commission Bureau of Consumer Protection. I'm a fair and reasonable person. I have been extremely patient with this issue. After reading other complaints and blogs regarding Keystone and their lack of honoring warranties, I wish I would have done my due diligence prior to buying this camper. I'm sure I would not be the only person willing and able to pursue further action against Keystone to - at the very least - get them to come down on their dealers who do not honor warranty work, and to look into ways of improving service not just for campers under warranty but going beyond service after the warranty runs out. It's the right thing to do. So NO, I am not satisfied with their lackadaisical response. Thank you and I look forward to something more positive the next time.
Still an upset family,
The [redacted]'s
Final Consumer Response /* (2000, 11, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally contacted by Keystone and they offered to reimburse me for the requested amount for the four days of vacation I lost. During that conversation I asked what they were going to do about the information on their website with the companies that refused to honor the warranty. They said they could not force them to honor it. Unfortunately, I am not happy with that response and indicated that to the Keystone rep that contacted me. Again, I stand firm in that it is false advertising and breach of contract. The companies should be removed from the certified list of dealers to do warranty work then.
Final Business Response /* (4000, 9, 2015/08/24) */
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding Mrs. [redacted]'s concerns with our product. We have contacted Mrs. [redacted] direct to resolve this matter. Keystone RV Company has responded to the concerns that were brought to our attention. Mrs. [redacted] is aware of our position. Thank you, again, for making us aware.
OFFER:

Initial Business Response /* (1000, 5, 2016/05/10) */
Thank you for contacting Keystone regarding Mr. [redacted]'s concerns with our product. We will be contacting Mr. [redacted] direct to review this matter. Keystone RV Company's goal is to resolve all outstanding warrantable issues that may be pending....


Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Waiting to hear from keystone to see if they resolve the issues I will update after I talk to them.
Final Business Response /* (4000, 9, 2016/05/11) */
Thank you for the response. Keystone RV will continue to work directly with Mr. [redacted]. Our goal is to resolve all outstanding warranty concerns.
Final Consumer Response /* (4200, 11, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
still waiting to see if keystone corrects the issues

Initial Business Response /* (1000, 5, 2017/10/16) */
Thank you for contacting Keystone RV regarding a complaint received from Mr. [redacted]. Our understanding was that the one item submitted for repairs since purchase was completed in September. A representative will reach out to Mr. [redacted] directly to...

discuss the warranty process and resolve of current issues. We do thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were contacted by [redacted] from Keystone however she has never explained the warranty process and seems to not follow through on what she says should be done. We also found out that the Montana "Sprinter" rep, [redacted] also does not follow through on what he says he is going to do. We had to pay to get the GFI replaced in Great Falls however within a few weeks something else popped up...not working. When something is sold, at the price we paid, anyone would expect for it to work properly. From our understanding there is some type of Montana State ruling that states the electrical should work in a trailer when purchased new and should maintain working order for a year. We have had it for a little over 3 months. On October 16th, we did take it to Helena RV where we purchased it and [redacted] (Service Manager) said he had contacted [redacted] the Sprinter rep, and [redacted] was to get back with things to check out. This never happened so [redacted] started going through the rig to check for problems. [redacted] finally got back to [redacted] but this was after all was done. [redacted] also said the same thing happens often and that he has a rig to work on right now that he is waiting and has been waiting for awhile for [redacted] to get back to him. [redacted] acts as if she is very interested in getting the problem solved however the problem is never solved unless we pursue it. We like the trailer, how the décor is inside and we want to be able to enjoy it. As of Monday, October 22, 2017 the rig seems to be working however we do not have any real guarantee that it will continue to work. We wonder if we will have to pay out more money in the near future, waste our time figuring out how to get it to a shop for repair, experience emotional distress such has happened etc. We feel that whatever amount we have put into the trailer ie repair bill including mileage to and from repair shops should be refunded to us. We also feel that if we have any electrical problems in the future, the trailer should be returned to Keystone and our money refunded.