Initial Business Response / [redacted] (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, unfortunatelyAny information available in our systems would also not extend back 13+ years to the date of purchaseAs always, for any believed repairs needed, we would recommend consulting with a repair center or authorized dealershipWe do thank you for bringing this matter to our attention
Initial Business Response / [redacted] (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 productWe will be contacting Mrs [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER:
Initial Business Response / [redacted] (1000, 5, 2017/06/28) */ Thank you for contacting Keystone RV regarding a complaint received from Ms***Keystone supplies a one year warranty not a two yearWithout having the owners name or VIN , we are not able to pull this RV up in our system however as relayed by Ms***, the unit was purchased 9/26/which would put the warranty expiration at 9/26/ Fading is also a natural occurrence that cannot be predicted and would not be a manufacturer defectWith all of this in mind, we would again respectfully decline participation as requestedThank you for bringing this matter to our attention
Initial Business Response / [redacted] (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 insuranceKeystone's warranty is in effect for defects, not damageWe are unclear due to the above mentioned as to what the request is at this point Initial Consumer Rebuttal / [redacted] (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 out of camping tritripsFortunately, there was no damage done to our fifth wheel, as a result of the awning coming off at highway speedsKeystone speaks of customers satisfaction but would not have a Owner's Relation Manager contact meThey called my wife twice and continue to disregard a customer's concernsI can say, that I see that Keystone RV does not read complaints, I never mentioned damage, only a defective switchThank you Revdex.com, for giving me the opportunity to try and address this again Final Business Response / [redacted] (4000, 9, 2017/11/01) */ Thank you for the additional contactAgain we are unclear as to what the request is at this timeCommunications 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/and 9/8/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 presentingThank you again for reaching out Final Consumer Response / [redacted] (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 RelationsI realize the damage of the awning being torn off while travelling on the Interstate, and I understand Keystone tested the rocker switch multiple timesI also know the switch did not work correctly out of times when attempting to retract the awningComplete 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 thanking us for our recent Keystone RV purchaseI 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 requestedThey spoke to my wife, a different number than the number I left with [redacted] on August 25, Keystone can check their recording system and listen to our conversation, which by the way, isn't listed on their dates aboveI 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
Initial Business Response / [redacted] (1000, 5, 2017/10/16) */ Thank you for contacting Keystone RV regarding a complaint received from Mr***Our understanding was that the one item submitted for repairs since purchase was completed in SeptemberA representative will reach out to Mr [redacted] directly to discuss the warranty process and resolve of current issuesWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 doneWe also found out that the Montana "Sprinter" rep, [redacted] also does not follow through on what he says he is going to doWe had to pay to get the GFI replaced in Great Falls however within a few weeks something else popped up...not workingWhen something is sold, at the price we paid, anyone would expect for it to work properlyFrom 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 yearWe have had it for a little over monthsOn 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 outThis 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 itWe like the trailer, how the décor is inside and we want to be able to enjoy itAs of Monday, October 22, the rig seems to be working however we do not have any real guarantee that it will continue to workWe 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 etcWe feel that whatever amount we have put into the trailer ie repair bill including mileage to and from repair shops should be refunded to usWe also feel that if we have any electrical problems in the future, the trailer should be returned to Keystone and our money refunded
Initial Business Response / [redacted] (1000, 5, 2016/04/29) */ Keystone has been in contact with Mrand Mrs [redacted] It is our understanding that the [redacted] 's have agreed to work with Keystone RV Company to resolve this concernThank you, again, for bringing this matter to our attention
Initial Business Response / [redacted] (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 productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 promiseAs I stated before the company has chose to ignore my previous complaints and I have no confidence that they will do any differenceI want to thank the Revdex.com for their assistance
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 recreational vehicleThis unit has been retail owned and utilized since with the manufacturer warranty expiring in We do thank you ,however, for reaching out
Initial Business Response / [redacted] (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 productWe will be contacting Mrs [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 complaintThey 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 unitThey 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'tBottom 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 / [redacted] (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 / [redacted] (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 attentionPlease keep in mind that Keystone RV is a manufacture of Recreational Vehicles and we are not a dealership nor service centerOn page 4, under the heading "Owner's Responsibilities" it states, Reviewing the information contained within this manual and all supplied component manuals Proper care and maintenance as outlined by this manual and the corresponding component manuals 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 findingsFurthermore, a dealership/Service Center locator is available at Keystonerv.comThank you, again, for making us aware OFFER:
Thank you for contacting Keystone RV regarding a complaint received from Mr***The one year manufacturer's warranty on the RV itself expired on 7/8/Additional warranties may be available through the manufacturer of the air conditioner in questionMr***'s dealership can assist further with the process to submit to said vendorWe do thank you for reaching out
Initial Business Response / [redacted] (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 CompanyThis appears to be damage, which is not covered under the Manufacturer's warrantyThe warranty on this unit also expired over years ago on 3/2/We, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention
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 pendingWe do thank you for reaching out
I am rejecting this response because: It is ridiculous, they have not answered any questionsThere is damage they caused with the repairs, they haven't said how they are making those rightThey promised us they would repair it like newIt is a trailer used times stored insideNothing went back together right so they caulked everything Exterior wall is bowingDid they ever check moisture levels like they said they wouldBirch Run said the leak came from a outlet, manufactuter said it was under sinkNever 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 toI 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
Initial Business Response / [redacted] (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 attentionPlease note that on page in the Owner's Manual, under the heading "Owner's Responsibilities" it states, Reviewing the information contained within this manual and all supplied component manuals Proper care and maintenance as outlined by this manual and the corresponding component manuals 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 responsibilityMrs [redacted] is aware of our positionThank you, again, for making us aware OFFER: Initial Consumer Rebuttal / [redacted] (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#GFXXXXXXSo here is part of the email that I sent to Keystone when [redacted] sent me the exact same thing that Keystone put the their rebuttalPlease 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, 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 unitAs well as every other piece of paper that I was given by the dealerThat is why I was at the dealers for over 1/hours 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 unitIf I did not maintain the unit I would have never found any of the issues that I have been writing aboutThe manual states that the roof should be checked every daysPlease go into the emails that I have sent and look; to my count it didn't even last 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 repairedAgain the secondary damage (if there is any) would have been worse if I had waited the days as the manufacturer manual states 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 states awayAn authorized dealer is a great idea, but the Keystone authorized dealers in this area will not work on anything that they do not sellIt amazes me that there is a camping world store with service bays 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 productsMaybe you should have all camping World stores that have service bays be authorized to complete manufacturers warranty workIf 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 feetThe 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 awnings Ok, lets talk about your Quality Control departmentDo you even have one? These are issues that an untrained eye foundIt appears to me that either you don't care about the customer or you don't care about the productPlease 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 satisfactionWell 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 or November and they need a call from you in order to take the unit in DecemberI 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 Waand 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
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 replacingWhoever replaced it had some troubleCarpet 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 elseWe don't want itWe gave you a chance but because we got faulty unit from manufacturer we have to deal with this
Initial Business Response / [redacted] (1000, 7, 2017/05/01) */ Please disregard the name submitted in place of Mr [redacted] Our program did not accept the changes submittedThe response is as follows: Thank you for contacting Keystone RV regarding Mr [redacted] 's complaintWe will work diligently to resolve any pending warrantable concerns that are outstandingWhile 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 neededWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 9, 2017/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for respondingMy RV is still at Camping World being repairedIt's been over a week and as of last report, nothing has been done to itI thought they would start drying it out with fans and a dehumidifier but as of last Friday, they hadn't done that eitherI 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 requestsThey really have two optionsOne- I keep this RV once it's fully repaired and they extend my warranty 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 familyOption two is much simplerJust 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 / [redacted] (4000, 11, 2017/05/02) */ Thank you for the additional informationWe do not have a [redacted] that works here, however Mr [redacted] 's representative will continue to work directly with himIn 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 / [redacted] (1000, 5, 2016/09/13) */ Thank you for contacting us regarding Ms [redacted] complaintWe spoke to Ms [redacted] directly and it is our understanding that all concerns have been addressedThank you for bringing this matter to our attention Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) My slide out still does not workNo one seems to be able to fix thisAll keystone told me is they had this under the wrong personIt was still under the original ownerI 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 thisI 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 / [redacted] (4000, 24, 2016/11/04) */ Thank you for the additional informationWe will await the customers appointment Final Consumer Response / [redacted] (3000, 31, 2016/12/15) */ I did not close this caseMy trailer is still at Kitsmiller RV in Mason,Michigan getting looked atI 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 thingNo one wants to take care of the problems with this trailerThis is where I bought it but takes months to be looked at
Initial Business Response / [redacted] (1000, 5, 2016/09/07) */ Thank you for contacting us regarding Mr***'s complaintAt this time, there has not been a defect determinedShould one present, we will address as our warranty stipulatesIn regards to the request for a 2nd AC to be added to this unit, we will respectfully decline this modification 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 / [redacted] (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, unfortunatelyAny information available in our systems would also not extend back 13+ years to the date of purchaseAs always, for any believed repairs needed, we would recommend consulting with a repair center or authorized dealershipWe do thank you for bringing this matter to our attention
Initial Business Response / [redacted] (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 productWe will be contacting Mrs [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER:
Initial Business Response / [redacted] (1000, 5, 2017/06/28) */ Thank you for contacting Keystone RV regarding a complaint received from Ms***Keystone supplies a one year warranty not a two yearWithout having the owners name or VIN , we are not able to pull this RV up in our system however as relayed by Ms***, the unit was purchased 9/26/which would put the warranty expiration at 9/26/ Fading is also a natural occurrence that cannot be predicted and would not be a manufacturer defectWith all of this in mind, we would again respectfully decline participation as requestedThank you for bringing this matter to our attention
Initial Business Response / [redacted] (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 insuranceKeystone's warranty is in effect for defects, not damageWe are unclear due to the above mentioned as to what the request is at this point Initial Consumer Rebuttal / [redacted] (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 out of camping tritripsFortunately, there was no damage done to our fifth wheel, as a result of the awning coming off at highway speedsKeystone speaks of customers satisfaction but would not have a Owner's Relation Manager contact meThey called my wife twice and continue to disregard a customer's concernsI can say, that I see that Keystone RV does not read complaints, I never mentioned damage, only a defective switchThank you Revdex.com, for giving me the opportunity to try and address this again Final Business Response / [redacted] (4000, 9, 2017/11/01) */ Thank you for the additional contactAgain we are unclear as to what the request is at this timeCommunications 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/and 9/8/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 presentingThank you again for reaching out Final Consumer Response / [redacted] (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 RelationsI realize the damage of the awning being torn off while travelling on the Interstate, and I understand Keystone tested the rocker switch multiple timesI also know the switch did not work correctly out of times when attempting to retract the awningComplete 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 thanking us for our recent Keystone RV purchaseI 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 requestedThey spoke to my wife, a different number than the number I left with [redacted] on August 25, Keystone can check their recording system and listen to our conversation, which by the way, isn't listed on their dates aboveI 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
Initial Business Response / [redacted] (1000, 5, 2017/10/16) */ Thank you for contacting Keystone RV regarding a complaint received from Mr***Our understanding was that the one item submitted for repairs since purchase was completed in SeptemberA representative will reach out to Mr [redacted] directly to discuss the warranty process and resolve of current issuesWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 doneWe also found out that the Montana "Sprinter" rep, [redacted] also does not follow through on what he says he is going to doWe had to pay to get the GFI replaced in Great Falls however within a few weeks something else popped up...not workingWhen something is sold, at the price we paid, anyone would expect for it to work properlyFrom 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 yearWe have had it for a little over monthsOn 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 outThis 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 itWe like the trailer, how the décor is inside and we want to be able to enjoy itAs of Monday, October 22, the rig seems to be working however we do not have any real guarantee that it will continue to workWe 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 etcWe feel that whatever amount we have put into the trailer ie repair bill including mileage to and from repair shops should be refunded to usWe also feel that if we have any electrical problems in the future, the trailer should be returned to Keystone and our money refunded
Initial Business Response / [redacted] (1000, 5, 2016/04/29) */ Keystone has been in contact with Mrand Mrs [redacted] It is our understanding that the [redacted] 's have agreed to work with Keystone RV Company to resolve this concernThank you, again, for bringing this matter to our attention
Initial Business Response / [redacted] (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 productWe will be contacting Mr [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 promiseAs I stated before the company has chose to ignore my previous complaints and I have no confidence that they will do any differenceI want to thank the Revdex.com for their assistance
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 recreational vehicleThis unit has been retail owned and utilized since with the manufacturer warranty expiring in We do thank you ,however, for reaching out
Initial Business Response / [redacted] (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 productWe will be contacting Mrs [redacted] direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 complaintThey 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 unitThey 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'tBottom 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 / [redacted] (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 / [redacted] (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 attentionPlease keep in mind that Keystone RV is a manufacture of Recreational Vehicles and we are not a dealership nor service centerOn page 4, under the heading "Owner's Responsibilities" it states, Reviewing the information contained within this manual and all supplied component manuals Proper care and maintenance as outlined by this manual and the corresponding component manuals 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 findingsFurthermore, a dealership/Service Center locator is available at Keystonerv.comThank you, again, for making us aware OFFER:
Thank you for contacting Keystone RV regarding a complaint received from Mr***The one year manufacturer's warranty on the RV itself expired on 7/8/Additional warranties may be available through the manufacturer of the air conditioner in questionMr***'s dealership can assist further with the process to submit to said vendorWe do thank you for reaching out
Initial Business Response / [redacted] (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 CompanyThis appears to be damage, which is not covered under the Manufacturer's warrantyThe warranty on this unit also expired over years ago on 3/2/We, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention
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 pendingWe do thank you for reaching out
I am rejecting this response because: It is ridiculous, they have not answered any questionsThere is damage they caused with the repairs, they haven't said how they are making those rightThey promised us they would repair it like newIt is a trailer used times stored insideNothing went back together right so they caulked everything Exterior wall is bowingDid they ever check moisture levels like they said they wouldBirch Run said the leak came from a outlet, manufactuter said it was under sinkNever 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 toI 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 the additional information however Keystone's response will remain unchanged
Initial Business Response / [redacted] (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 attentionPlease note that on page in the Owner's Manual, under the heading "Owner's Responsibilities" it states, Reviewing the information contained within this manual and all supplied component manuals Proper care and maintenance as outlined by this manual and the corresponding component manuals 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 responsibilityMrs [redacted] is aware of our positionThank you, again, for making us aware OFFER: Initial Consumer Rebuttal / [redacted] (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#GFXXXXXXSo here is part of the email that I sent to Keystone when [redacted] sent me the exact same thing that Keystone put the their rebuttalPlease 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, 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 unitAs well as every other piece of paper that I was given by the dealerThat is why I was at the dealers for over 1/hours 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 unitIf I did not maintain the unit I would have never found any of the issues that I have been writing aboutThe manual states that the roof should be checked every daysPlease go into the emails that I have sent and look; to my count it didn't even last 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 repairedAgain the secondary damage (if there is any) would have been worse if I had waited the days as the manufacturer manual states 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 states awayAn authorized dealer is a great idea, but the Keystone authorized dealers in this area will not work on anything that they do not sellIt amazes me that there is a camping world store with service bays 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 productsMaybe you should have all camping World stores that have service bays be authorized to complete manufacturers warranty workIf 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 feetThe 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 awnings Ok, lets talk about your Quality Control departmentDo you even have one? These are issues that an untrained eye foundIt appears to me that either you don't care about the customer or you don't care about the productPlease 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 satisfactionWell 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 or November and they need a call from you in order to take the unit in DecemberI 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 Waand 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
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 replacingWhoever replaced it had some troubleCarpet 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 elseWe don't want itWe gave you a chance but because we got faulty unit from manufacturer we have to deal with this
Initial Business Response / [redacted] (1000, 7, 2017/05/01) */ Please disregard the name submitted in place of Mr [redacted] Our program did not accept the changes submittedThe response is as follows: Thank you for contacting Keystone RV regarding Mr [redacted] 's complaintWe will work diligently to resolve any pending warrantable concerns that are outstandingWhile 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 neededWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 9, 2017/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for respondingMy RV is still at Camping World being repairedIt's been over a week and as of last report, nothing has been done to itI thought they would start drying it out with fans and a dehumidifier but as of last Friday, they hadn't done that eitherI 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 requestsThey really have two optionsOne- I keep this RV once it's fully repaired and they extend my warranty 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 familyOption two is much simplerJust 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 / [redacted] (4000, 11, 2017/05/02) */ Thank you for the additional informationWe do not have a [redacted] that works here, however Mr [redacted] 's representative will continue to work directly with himIn 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 / [redacted] (1000, 5, 2016/09/13) */ Thank you for contacting us regarding Ms [redacted] complaintWe spoke to Ms [redacted] directly and it is our understanding that all concerns have been addressedThank you for bringing this matter to our attention Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) My slide out still does not workNo one seems to be able to fix thisAll keystone told me is they had this under the wrong personIt was still under the original ownerI 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 thisI 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 / [redacted] (4000, 24, 2016/11/04) */ Thank you for the additional informationWe will await the customers appointment Final Consumer Response / [redacted] (3000, 31, 2016/12/15) */ I did not close this caseMy trailer is still at Kitsmiller RV in Mason,Michigan getting looked atI 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 thingNo one wants to take care of the problems with this trailerThis is where I bought it but takes months to be looked at
Initial Business Response / [redacted] (1000, 5, 2016/09/07) */ Thank you for contacting us regarding Mr***'s complaintAt this time, there has not been a defect determinedShould one present, we will address as our warranty stipulatesIn regards to the request for a 2nd AC to be added to this unit, we will respectfully decline this modification 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]