Tri-C Sheet Metal, Inc.

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.

Thank you for contacting Keystone RV regarding a complaint received from Ms. [redacted] A member of management, here at Keystone, is working directly with Ms. [redacted] Our goal is to resolve any outstanding warranty repairs still pending. We do thank you for reaching out.

Initial Business Response /* (1000, 6, 2018/01/04) */
Thank you for contacting Keystone RV regarding a complaint received by Ms. [redacted]. Keystone has had communications with Ms. [redacted]. Although this would not be a warranty consideration due to the manufacturer warranty expiring in 2015, we have...

suggested to have the unit inspected immediately through a repair center. Due to this unit being hurricane strapped, the customers have refused. They unfortunately have also refused to obtain mobile service. Should assistance with locating a repair center be required, a Keystone representative will be happy to assist. Thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 8, 2018/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am living in the unit so it's not just strapped to the ground. I also don't have a truck to move the unit. As for the mobile repair they told me I have to pay for it and submit the bill for possible reimbursement. I have had multiple issues with the unit, mostly with the slides. Warranty or not I should not have to pay anything. The issues I have had are clearly documented. So saying I "refuse" is unfair and unacceptable.
Final Business Response /* (4000, 10, 2018/01/08) */
Should Ms. [redacted] have an extended warranty, inquiries can be made with that company on how to proceed. The assistance Keystone can offer is helping to locate a repair center. Again with our warranty expiring in 2015, we would respectfully decline assistance with repairs.

Initial Business Response /* (1000, 5, 2017/07/21) */
Thank you for contacting Keystone RV regarding a complaint received by Ms. [redacted]. We do not have the vehicle's VIN number to reference the file however I will have a representative reach out to Ms. [redacted] directly to discuss. Thank you for...

bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 12, 2017/08/02) */
Why is the case closed? [redacted] from Keystone RV called me once I called and left her messages and sent her emails and asking her to call me back and she never did. The case should not be closed because nothing was resolved. Terrible customer service just like my complaint said. The complaint needs reopended.
Please call me (XXX) XXX-XXXX. [redacted]
Complaint ID#: XXXXXXXX
Business Name: Keystone R V Company
Final Consumer Response /* (4200, 16, 2017/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally received an email from [redacted] at Keystone RV this morning (see below). Also, attached to this complaint is a report conducted by an independent testing lab who performed a mold test in the camper on July 29, 2017. The results clearly show elevated mold levels exist in the camper which validates my claim of the mold smell. Maybe the person at the dealership does not have a sensitivity to mold like I do because the smell is quite obvious. A lot of people have walked into the camper and questioned what is the smell?
In response to her comment regarding how the dealership handled the leak issue. I'm not sure why a claim was not filed with Keystone RV by the dealership since I was told by [redacted] that one of his employees took the camper apart, did work on it and then rain tested the camper for 45 minutes. So my understanding is that he didn't spray the camper down before the work was performed which resulted in their claim of no defect being present.
So I hope at this point Keystone RV takes me seriously and realizes what we have been dealing with the last two years since the purchase of the camper.
Email from [redacted]

Good morning [redacted],

As I stated that I would, I had the product manager review your case and contact the dealership. [redacted] at the dealership advised that they rain tested your unit for 45 minutes with no leaks. He also stated there was no mold smell, nor was mold present when the unit was at the dealership. He did not file a claim with Keystone RV as no defect was presented. Furthermore, please call me at your earliest convenience to discuss your Revdex.com claim, as I am your case handler for that as well. I will be in the office today until 4:00 pm EST. Thank you.

Best Regards,

[redacted]
Retail Case Handler
Keystone, Dutchmen and Crossroads RV
Ph: X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
[redacted]@keystonerv.com
Final Business Response /* (4000, 14, 2017/08/03) */
Thank you for the additional information from Ms. [redacted] on behalf of the RV owner. The last contact with Ms. [redacted] was last week. We will have her representative reach back out. Unfortunately, there was not anything else presented to respond to.

Initial Business Response /* (1000, 7, 2017/05/01) */
Please disregard the name submitted in place of Mr. [redacted] Our program did not accept the changes submitted. The response is as follows:
Thank you for contacting Keystone RV regarding Mr. [redacted]'s complaint. We will work diligently to...

resolve any pending warrantable concerns that are outstanding. While we recognize that it is not convenient to Mr.[redacted] to have to use the manufacturers warranty, we will back it to resolve any applicable repairs needed. We do thank you for bringing this matter to our attention.

Initial Consumer Rebuttal /* (3000, 9, 2017/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding. My RV is still at Camping World being repaired. It's been over a week and as of last report, nothing has been done to it. I thought they would start drying it out with fans and a dehumidifier but as of last Friday, they hadn't done that either. I have asked the service person to give me a weekly update.
I would still like a call from [redacted] or someone at Keystone to let me know how they plan on addressing my resolution requests. They really have two options. One- I keep this RV once it's fully repaired and they extend my warranty 2 more years + refund me [redacted] of my cost on this RV due to the multiple mechanical failures, vacation interruptions and simply overall inconvenience this RV has provided me and my family. Option two is much simpler. Just replace this RV with a brand new one.
Until these concerns are met and addressed, I will not accept a response from the business to close this complaint.
Final Business Response /* (4000, 11, 2017/05/02) */
Thank you for the additional information. We do not have a [redacted] that works here, however Mr. [redacted]'s representative will continue to work directly with him. In regards to the warranty excluded demands place by Mr. [redacted], we will respectfully decline participation.
Again, Keystone will continue to fulfill our warranty obligations and we do thank you for bringing this matter to our attention.

Initial Business Response /* (1000, 5, 2017/05/24) */
Thank you for contacting us regarding a complaint received by Mr. [redacted]. In order to process our warranty, Mr. [redacted] would have to deliver the unit to an authorized dealer for inspection and warranty repairs. This can be any authorized dealer,...

it does not have to be the selling dealership that Mr. [redacted] is no longer near. I currently show record of 3 authorized dealers within 15 miles of Mr. Bruleys address. We look forward to addressing any claims deemed warranty once the unit is scheduled with an authorized dealership.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In my original complaint I spoke about the local dealership and the 6-week waiting list.
I can buy a [redacted] dollar (made in China) table at Walmart. If it is missing a small part they provide a 1-800 phone number and send the small part directly to my home.
If I buy a [redacted] Keystone RV trailer that is missing a $5 part I have to drive 25 miles out of my way drop off the trailer for 6-weeks when they get to it they diagnose it and come to the same conclusion ... it needs a ** part ... then put it on order because they don't have one in stock ... wait another week for delivery ... when it arrives they eventually get around to installing (probably another week) and then I have to drive back to pick it up. So how is this "Keystone RV" idea of service better? It is not .. it is way easier for me to order the ** part and pay for it myself than to use Keystone RV Warranty and loose the use of my RV for weeks on end not to mention spending [redacted] in gasoline dragging a brand new trailer back/forth from a dealership who is not giving me priority for service because I didn't buy the trailer from them.
Keystone RV did not respond to my complaint. They just reiterated the company policy again and are showing you there true colors. Will Keystone RV reimburse me for gasoline and loss of trailer use? ..NO. .. Their policy for inexpensive parts/fix is really bad and does not address the customer's time/expenses.

Initial Business Response /* (1000, 5, 2015/12/03) */
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] Keystone reviewed all photos submitted by the authorized dealership. A...

roof bubble of this nature is cosmetic and does not affect the structural integrity. We have communicated that at this time, no manufacturing defect has been presented to Keystone RV Company. Thank you, again, for bringing this matter to our attention.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone has not been in touch with Mr. [redacted] since this complaint. The bubble in the roof will only get worse and cause leaking. Camping World has been in touch with Keystone and they said the awning, which was also mounted wrong and hits the door and cannot be opened all the way, will not be fixed either. We are very disappointed that this company does not stand behind its workmanship. We cannot, in all good conscience, recommend this product to anyone. We will never own another Keystone product.

Initial Business Response /* (1000, 5, 2015/11/16) */
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 /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On November 17, 2015, I received a call from a Keystone Owner Relations Retail Advisor indicating that "management" had decided to reimburse me the $129 that I had requested.
Final Business Response /* (4000, 16, 2016/01/07) */
Contact Name and Title: Keystone Customer Service
Keystone has been in contact with Mr. [redacted]. However with the past Holiday Season and office shut down, we did experience a delay to normal processing and we apologize for it. It is our understanding that this matter has been resolved. Thank you, again, for bringing this matter to our attention.
OFFER:
Final Consumer Response /* (2000, 27, 2016/02/17) */
My check was in my January mail. Thanks for your help.

Thank you for the additional information however Keystone's response will remain unchanged.

I am rejecting this response because:
IIt is correct I have owned the unit since Oct 2015. However we have from the beginning asked for slide adjustment. The unit has been in multiple times to [redacted]. They are still trying to put the blame on us as maintenance instead of their shotty construction. The wall bows out and [redacted] has even sent them the documemtation & pictures. I had requested an email sent to [redacted] with the proper instructions on slide adjustment & copying me on email to keep me in the loop. As of today mar 29th they still have not sent that information.  This company just doesn't want to take care of their product.

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 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, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information that keystone provided in the response is the exact phone number and name I've been in contact with over the past month. Several calls to them have resulted in no callback or a resolution I'm not satisfied with because my camper was under warranty when this incident started. I've asked to speak with someone higher than customer service but they will not put me in contact with anyone. All they do is take my name and number and never call back!! This repair needs to be done right at no cost to me with a new warranty provided. This is getting out of hand. I'm wasting time taking my camper back and forth as well as paying a monthly payment for something I can't use. I have stated in my initial complaint what I would like to happen. Once again I hope keystone steps up and takes care of this matter.
Final Business Response /* (4000, 9, 2015/09/09) */
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding Mr. [redacted]'s concerns with our product. We have contacted Mr. [redacted] direct to resolve this matter. Although this was deemed lack of maintenance, Keystone RV Company has assisted in repairs as a goodwill gesture, the dealership has assisted as well. Mr. [redacted] is aware of our position. Thank you for our time and attention.
OFFER:

Initial Business Response /* (1000, 5, 2016/09/01) */
Thank you for contacting us regarding Ms. [redacted]'s complaint. We have offered Ms. [redacted] the original mattress for this unit, monetary to purchase a mattress of her choosing locally, or an upgraded pillow top mattress. All were refused and her...

dealer has since supplied them with a new one. In regards to any current claims of items, needing repairs, the unit will have to be taken to an authorized dealer for inspection and determination of warranty. Keystone will continue to back our warranty , should warrantable items be presented to us.

I am rejecting this response because:
WWe will go thtough our lawyers 
Not happy at all, it needs to be taken back, we don't want
it, I will be sending more pictures of the terrible job inside and we will be
working with an attorney . I have broken cabinet doors in bathroom that we were
told were damaged during repair and you were replacing. Whoever replaced it had
some trouble. Carpet doesn't fit by bed, shower is a mess, it goes on and on.
If it is such a nice job sell it again to someone else. We don't want it. We
gave you a chance but because we got faulty unit from manufacturer we have to
deal with this.

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 Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Keystone did contacted me and they state they will take care of my issues. Hopefully they will

Initial Business Response /* (1000, 5, 2016/10/24) */
Thank you for contacting Keystone in regards to Mr.[redacted] complaint. A member of management here is working diligently with Mr. [redacted] and the servicing dealer to resolve all current concerns. We will continue to work towards complete resolve....

Thank you for bringing this matter to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Keystone may feel like they have been working diligently with me. How ever I have called multiple times in the past two weeks in regards to parts that the dealer (Sirpilla) claims have not been sent. Keystone claims the parts have been sent three times. So who knows where the parts are. I still do not have my camper in my possession to this date? A warranty specialist from Keystone staed to me if I would have purchased an [redacted] unit instead of a [redacted] unit I wouldn't be having these issues! My biggest concern is the lengthy time my camper has leaked if mold has formed in the walls, carpet and closet? Keystone can not guarantee me that there is no mold. Very frustrating to spend this kind of money and only have my camper in my possession for maybe six to seven weeks since March 23, 2016.
Final Business Response /* (4000, 9, 2016/11/04) */
Thank you for the additional information. We have spoke to Mr. [redacted] on multiple occasions with the latest contact being today's date. It is our understanding that all repairs are complete at this time. Thank you for brining this matter to our attention.

I am rejecting this response because: while we purchased the unit in December of 2014 ( signed paperwork), we did not take possession of the unit until April 2015 as it was in the shop fixing issues. It has been determined that the damage is due to manufacturing defect. Had the unit been built correctly this would not be an issue. This defect started was under the slide and has progressively gotten worse. The defect may also potentially harmful to my family as mold may have formed. I understand that the unit is out of warranty but keystone is being unreasonable as to it is their fault that the unit is damaged. The pictures show the slide where the manufacturing defect. It started under the slide and has spread across the floor.

Thank you for the additional information. At this time, Keystone's response will remain. As relayed, additional warranties may be available through the AC manufacturer.

Initial Business Response /* (1000, 5, 2016/08/18) */
Thank you for contacting Keystone RV regarding Ms. [redacted]'s unit. As stated in the Keystone owner's manual, it is owner responsibility to transport the unit to an authorized dealer for inspection/repairs should repairs be needed. To date we have...

not had any contact into our company regarding this unit. We will reach out to Ms. [redacted] directly to explain the warranty process. Keystone's goal is to resolve all outstanding warrantable concerns pending.

Thank you for contacting Keystone RV regarding a complaint received by Ms. [redacted]. As relayed to Ms. [redacted] on multiple occasions, we respectfully decline participation with her demands for participation on her 2015 recreational vehicle. This unit has been retail owned and utilized since 2014 with...

the manufacturer warranty expiring in 2015. We do thank you ,however, for reaching out.

Thank you for contacting Keystone RV regarding a complaint received from Mr. [redacted]. The one year manufacturer's warranty on the RV itself expired on 7/8/2017. Additional warranties may be available through the manufacturer of the air conditioner in question. Mr. [redacted]'s dealership can assist further...

with the process to submit to said vendor. We do thank you for reaching out.