Initial Business Response / [redacted] (1000, 6, 2018/01/04) */ Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted] . We cannot respond to complaints of inconveniences to take the unit in for repairs due to living in the RV. We produce recreational vehicles and the warranty... states it is owner responsibility to deliver to a dealer for repairs. Items such as broken glass would not be considered under warranty as this is the result of damage not a defect. The Keystone warranty is in place to address defects in materials and/or workmanship. We do thank you for bringing this matter to our attention. Initial Consumer Rebuttal / [redacted] (3000, 9, 2018/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We understand and appreciate that Keystone manufactures recreational vehicles. We would appreciate a properly manufactured RV in order for recreation to occur not spending our recreational time with the RV in for repairs (4 times in less than 10 months) with an expected 2 additional trips in the coming months. keystone is completely ignoring the reasons for our complaint poorly manufactured product requiring down time from the enjoyment of recreation. We paid a goodly sum of money for a properly manufactured RV and have received instead a product with many defects and poor quality. Final Business Response / [redacted] (4000, 11, 2018/01/12) */ Thank you for the additional information. Unfortunately there is nothing further to respond to. Items damaged will not be addressed under warranty however if there is a belief of defects present we would suggest the customer deliver the unit to an authorized dealer for inspection and submitting of claims.
Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our 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:
Thank you for contacting Keystone RV regarding a complaint received by Mr [redacted] If a customer believes that defects are present that would be covered under their one year warranty, they would simply need to proceed to an authorized dealer for inspection and submitting to KeystoneIn regards to the awning, although no defect was determined, both Keystone and the manufacturer of the awning have participated with some goodwill towards this repair
I am rejecting this response because: IIt is correct I have owned the unit since Oct However we have from the beginning asked for slide adjustmentThe unit has been in multiple times to [redacted] ***They are still trying to put the blame on us as maintenance instead of their shotty constructionThe wall bows out and [redacted] has even sent them the documemtation & picturesI had requested an email sent to [redacted] with the proper instructions on slide adjustment & copying me on email to keep me in the loopAs 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 / [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***'s concerns with our productWe will be contacting Mrs*** direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 issuesHopefully they will
Initial Business Response / [redacted] (1000, 5, 2017/09/29) */ Thank you for contacting Keystone RV regarding a complaint received by Mr [redacted] Keystone along with the vendor of the awning has fully reviewed all information submitted to usThe determination is clearly damage, not a manufacturer defect however we have approved a one time only goodwill gesture to replace the damaged armPlease note, awnings should not be used in winds that can cause damageWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept and appreciate their decision but I don't have anything I can use to follow up withNeither myself nor the service provider have received a written endorsement to get the work doneAs soon as I have that I will be more than happy to accept the response Final Business Response / [redacted] (4000, 9, 2017/10/12) */ Mr [redacted] would simply need to follow up with his dealership as the approval or "written endorsement" is noted in the pre authorization submitted to us by his dealership Final Consumer Response / [redacted] (2000, 11, 2017/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for contacting Keystone RV regarding a complaint received from Mr [redacted] The manufacturer warranty for this unit expired 4/19/We do not provide the purchased extended warranties so we cannot answer to what should or shouldn't be covered on theseDue to the time outside of Keystone's warranty, we would respectfully decline participation
Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mr [redacted] 's concerning his Keystone RVIn reference to authorization, all repairs have been approved as of 01/15/2016, and it is the goal of Keystone RV to resolve all warranty concerns as outlined in the Owner's ManualIn reference to reimbursements for resort and housing, I apologize for your frustrations, It is outlined in your owner's manual on page under the title warranty exclusions, "Any incidental or consequential damages including, but not limited to, transportation, fuel, food, lodging, telephone calls, towing charges, bus and taxi fare or car rentals, on-site service calls (except units with detachable hitches designed for permanent site use), are excludedWe will continue to assist Mr [redacted] as we proceed OFFER: Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/27) */ Thank you for the follow-upKeystone has been in touch with usThe water leak has been repaired and we are back in our rvThere are other issues and are working with Keystone to put and requested they put their offer of resolution in writingThey expressed it verballyWe requested it be emailed to us on 1/We received a response on 1/saying we would have an email by the end of the dayWe have not received it at this timeSince we have a time frame in which we had to respond to the Revdex.com, this email is to update the Revdex.com Thank you [redacted] Final Business Response / [redacted] (4000, 10, 2016/01/28) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] concerning his Keystone RVWe 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 Business Response / [redacted] (1000, 5, 2017/03/22) */ Thank you for contacting us regarding Mr***'s complaintKeystone is respectfully declining participation as requested by Mr***The warranty on his RV expired on 10/18/and environmental concerns such as fading would not be a warrantable concern, even within the warranty timeframeThank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 periodThe product is defective, the company knows it and will not assist in goodwill to keep their clients coming backIf this issue was mine alone, then it would be a different story, but its nationwide
I am rejecting this response because: This was s a default on the RV Mfgon how the extension was installed The RV had a dip and I am going to believe that not all of their RV's had a dip I had mentioned to Keystone I was up there every 3-months cleaning off the roof and there was no indication that the tape was faulty It was indicated to me that the tape should have been checked every year and I would not have seen the tape being faulty to begin with, wow.In their manual, they even indicate what the Sales People have to tell you; does that not bring a hint that all of the information that was given to me at the time of sale was given to me? The reason I am stating this is because the Sales Professional should have stated, if not, to make more money, to have the trailer brought in for inspection every year and it was not The Manuals are not given to you until you purchase the unit Can you imagine, taking your first trip on the weekend you purchased it, came back and read the manual to only see, all the Warnings, Caution, throughout the book?This trailer should have lasted longer than months-months There is no reason that it leaked and because it went down the walls, there was no indication it was growing mold until at 3-months laterI am back to Moral ethics and standing behind what they are manufacturing This is not common in most RV's.Robyn
I am rejecting this response because: while we purchased the unit in December of ( signed paperwork), we did not take possession of the unit until April as it was in the shop fixing issuesIt has been determined that the damage is due to manufacturing defectHad the unit been built correctly this would not be an issueThis defect started was under the slide and has progressively gotten worseThe defect may also potentially harmful to my family as mold may have formedI understand that the unit is out of warranty but keystone is being unreasonable as to it is their fault that the unit is damagedThe pictures show the slide where the manufacturing defectIt started under the slide and has spread across the floor
Initial Business Response / [redacted] (1000, 5, 2017/06/20) */ Thank you for contacting Keystone regarding a complaint received by Ms [redacted] Supplied to us by Ms [redacted] is a picture of a refrigerator laying in a field along with allegations of the refrigerator being installed incorrectly into the RV she purchased as the second ownerKeystone has not been presented with a defect and the unit has been retail owned and used for approximately yearsWith all of this in mind, we again would respectfully decline participation as Ms [redacted] has requested Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fridge is approximately foot in front of my camper in the edge of the woodsIt had to be removed from the camper because it continued to leak into the camper resulting in further contaminationIt is still leaking and contaminating all the air within foot of the camper so I drug it to the edge of the woods not a field as they call itI happen to have woods in front of my camperYou still cannot go in the camper because of the fumes.The fridge leaking isn't the problemThe problem is the ammonia was not supposed to be allowed to enter the camper doesn't matter if it's years oldDuring the installation by Keystone it is supposed to be sealed to keep the ammonia from being able to enter the camperThere is no seal at all where the fridge wasNone at all so it was a defective installation and like I said it doesn't matter if it was a year ago or years it was not installed properlyDometic contacted me and said Keystone did a faulty installation and I sent that email to Keystone.I will add that email to my complaint when I can locate it where they say it's not a manu defect but an installation defectI can take pictures if I can get a mask of some kind that will block the ammonia showing there is no seal of any kindThe fridge was just stuck in the hole with nothing sealing around it Final Business Response / [redacted] (4000, 9, 2017/06/22) */ Thank you for the additional informationKeystone's response will remain unchanged
Initial Business Response / [redacted] (1000, 5, 2016/10/24) */ Thank you for contacting Keystone in regards to Mr[redacted] complaintA member of management here is working diligently with Mr [redacted] and the servicing dealer to resolve all current concernsWe will continue to work towards complete resolve Thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 meHow ever I have called multiple times in the past two weeks in regards to parts that the dealer (Sirpilla) claims have not been sentKeystone claims the parts have been sent three timesSo who knows where the parts areI 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 moldVery frustrating to spend this kind of money and only have my camper in my possession for maybe six to seven weeks since March 23, Final Business Response / [redacted] (4000, 9, 2016/11/04) */ Thank you for the additional informationWe have spoke to Mr [redacted] on multiple occasions with the latest contact being today's dateIt is our understanding that all repairs are complete at this timeThank you for brining this matter to our attention
Initial Business Response / [redacted] (1000, 5, 2016/08/11) */ Thank you for contacting us regarding Ms [redacted] The warranty on this unit expired 6/6/2015, however Keystone has made a good faith offer to assist even outside of the manufacturer warrantyWe , respectfully, will decline further assistance as requested
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ 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, 9, 2016/08/05) */ Thank you for contacting us regarding Ms***'s concernsThese one time concerns submitted during the warranty period have been approved completely to address thoroughly with our dealerWe will be contacting Ms [redacted] directly to explain the repair/warranty process and work to resolveKeystone's goal is to resolve all currently pending warranty repairs Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) In order to repair this defect, the dealer is going to have to replace the entire back outside wall; which inevitably Keystone should warranty this repair for an extra year I did not spend a ton of money to have a camper that has to be so extensively repairedI request Keystone to provide me with a like camper which is new and without defect.!!! Final Consumer Response / [redacted] (4200, 19, 2016/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received an email from Keystone advising they would only warranty the repair for months, I feel it should have a year warranty, but assume that is all they are going to give; and this being done by the local dealershipI replied to their email also advising that since I have had the camper back in my possession for a couple days, after being at the dealership for almost a month, that there is a spot on the kitchen floor that seems like it is loose and trying to come upThis was not that way before I took it to themI don't know if this is something that has happened while in their possession, but the floor was fine when it was taken to themI asked them to please advise Final Business Response / [redacted] (4000, 21, 2016/09/07) */ Thank you for the additional informationShould further concerns need addressed, the unit will need to be returned to an authorized dealer for assistanceWe will reach out to Ms [redacted] directly
Initial Business Response / [redacted] (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 / [redacted] (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 [redacted] 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 [redacted] 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 / [redacted] (1000, 5, 2017/05/15) */ Thank you for contacting Keystone regarding a complaint received by Mr***There are areas of concern noted in this complaint and the customer believes an hour and a half of labor would addressAt this point, we have not received the opportunity to address these concerns should they be deemed warrantableIn 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***'s owners manualWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 doneYou 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 itDo 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 thatThe problem is the attitude of your apparent business model where you produce a non quality product and push the burden of repair to the customerIt 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 customersBetter 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 houseI want to know that your company president is seeing these..I want an email from Him/Her apologizingSigned, unhappy burdened customer Final Business Response / [redacted] (4000, 9, 2017/05/24) */ Thank you for the additional informationWhile Mr***'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 warrantyAgain, 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 / [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 Mr***'s concerns with our productWe will be contacting Mr*** direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 monthSeveral 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 startedI've asked to speak with someone higher than customer service but they will not put me in contact with anyoneAll 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 providedThis is getting out of handI'm wasting time taking my camper back and forth as well as paying a monthly payment for something I can't useI have stated in my initial complaint what I would like to happenOnce again I hope keystone steps up and takes care of this matter Final Business Response / [redacted] (4000, 9, 2015/09/09) */ Contact Name and Title: Keystone Customer Service Thank you for contacting Keystone regarding Mr***'s concerns with our productWe have contacted Mr [redacted] direct to resolve this matterAlthough this was deemed lack of maintenance, Keystone RV Company has assisted in repairs as a goodwill gesture, the dealership has assisted as wellMr [redacted] is aware of our positionThank you for our time and attention OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/05/10) */ Thank you for contacting Keystone regarding Mr***'s concerns with our productWe will be contacting Mr [redacted] direct to review this matterKeystone RV Company's goal is to resolve all outstanding warrantable issues that may be pending Initial Consumer Rebuttal / [redacted] (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 / [redacted] (4000, 9, 2016/05/11) */ Thank you for the responseKeystone RV will continue to work directly with Mr***Our goal is to resolve all outstanding warranty concerns Final Consumer Response / [redacted] (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 / [redacted] (1000, 6, 2018/01/04) */ Thank you for contacting Keystone RV regarding a complaint received by Mr. [redacted] . We cannot respond to complaints of inconveniences to take the unit in for repairs due to living in the RV. We produce recreational vehicles and the warranty... states it is owner responsibility to deliver to a dealer for repairs. Items such as broken glass would not be considered under warranty as this is the result of damage not a defect. The Keystone warranty is in place to address defects in materials and/or workmanship. We do thank you for bringing this matter to our attention. Initial Consumer Rebuttal / [redacted] (3000, 9, 2018/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We understand and appreciate that Keystone manufactures recreational vehicles. We would appreciate a properly manufactured RV in order for recreation to occur not spending our recreational time with the RV in for repairs (4 times in less than 10 months) with an expected 2 additional trips in the coming months. keystone is completely ignoring the reasons for our complaint poorly manufactured product requiring down time from the enjoyment of recreation. We paid a goodly sum of money for a properly manufactured RV and have received instead a product with many defects and poor quality. Final Business Response / [redacted] (4000, 11, 2018/01/12) */ Thank you for the additional information. Unfortunately there is nothing further to respond to. Items damaged will not be addressed under warranty however if there is a belief of defects present we would suggest the customer deliver the unit to an authorized dealer for inspection and submitting of claims.
Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Thank you for contacting Keystone regarding Mr [redacted] 's concerns with our 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:
Thank you for contacting Keystone RV regarding a complaint received by Mr [redacted] If a customer believes that defects are present that would be covered under their one year warranty, they would simply need to proceed to an authorized dealer for inspection and submitting to KeystoneIn regards to the awning, although no defect was determined, both Keystone and the manufacturer of the awning have participated with some goodwill towards this repair
I am rejecting this response because: IIt is correct I have owned the unit since Oct However we have from the beginning asked for slide adjustmentThe unit has been in multiple times to [redacted] ***They are still trying to put the blame on us as maintenance instead of their shotty constructionThe wall bows out and [redacted] has even sent them the documemtation & picturesI had requested an email sent to [redacted] with the proper instructions on slide adjustment & copying me on email to keep me in the loopAs 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 / [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***'s concerns with our productWe will be contacting Mrs*** direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 issuesHopefully they will
Initial Business Response / [redacted] (1000, 5, 2017/09/29) */ Thank you for contacting Keystone RV regarding a complaint received by Mr [redacted] Keystone along with the vendor of the awning has fully reviewed all information submitted to usThe determination is clearly damage, not a manufacturer defect however we have approved a one time only goodwill gesture to replace the damaged armPlease note, awnings should not be used in winds that can cause damageWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept and appreciate their decision but I don't have anything I can use to follow up withNeither myself nor the service provider have received a written endorsement to get the work doneAs soon as I have that I will be more than happy to accept the response Final Business Response / [redacted] (4000, 9, 2017/10/12) */ Mr [redacted] would simply need to follow up with his dealership as the approval or "written endorsement" is noted in the pre authorization submitted to us by his dealership Final Consumer Response / [redacted] (2000, 11, 2017/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for contacting Keystone RV regarding a complaint received from Mr [redacted] The manufacturer warranty for this unit expired 4/19/We do not provide the purchased extended warranties so we cannot answer to what should or shouldn't be covered on theseDue to the time outside of Keystone's warranty, we would respectfully decline participation
Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mr [redacted] 's concerning his Keystone RVIn reference to authorization, all repairs have been approved as of 01/15/2016, and it is the goal of Keystone RV to resolve all warranty concerns as outlined in the Owner's ManualIn reference to reimbursements for resort and housing, I apologize for your frustrations, It is outlined in your owner's manual on page under the title warranty exclusions, "Any incidental or consequential damages including, but not limited to, transportation, fuel, food, lodging, telephone calls, towing charges, bus and taxi fare or car rentals, on-site service calls (except units with detachable hitches designed for permanent site use), are excludedWe will continue to assist Mr [redacted] as we proceed OFFER: Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/27) */ Thank you for the follow-upKeystone has been in touch with usThe water leak has been repaired and we are back in our rvThere are other issues and are working with Keystone to put and requested they put their offer of resolution in writingThey expressed it verballyWe requested it be emailed to us on 1/We received a response on 1/saying we would have an email by the end of the dayWe have not received it at this timeSince we have a time frame in which we had to respond to the Revdex.com, this email is to update the Revdex.com Thank you [redacted] Final Business Response / [redacted] (4000, 10, 2016/01/28) */ Contact Name and Title: Keystone Customer Service Keystone has been in contact with Mr [redacted] concerning his Keystone RVWe 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 Business Response / [redacted] (1000, 5, 2017/03/22) */ Thank you for contacting us regarding Mr***'s complaintKeystone is respectfully declining participation as requested by Mr***The warranty on his RV expired on 10/18/and environmental concerns such as fading would not be a warrantable concern, even within the warranty timeframeThank you again for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 periodThe product is defective, the company knows it and will not assist in goodwill to keep their clients coming backIf this issue was mine alone, then it would be a different story, but its nationwide
I am rejecting this response because: This was s a default on the RV Mfgon how the extension was installed The RV had a dip and I am going to believe that not all of their RV's had a dip I had mentioned to Keystone I was up there every 3-months cleaning off the roof and there was no indication that the tape was faulty It was indicated to me that the tape should have been checked every year and I would not have seen the tape being faulty to begin with, wow.In their manual, they even indicate what the Sales People have to tell you; does that not bring a hint that all of the information that was given to me at the time of sale was given to me? The reason I am stating this is because the Sales Professional should have stated, if not, to make more money, to have the trailer brought in for inspection every year and it was not The Manuals are not given to you until you purchase the unit Can you imagine, taking your first trip on the weekend you purchased it, came back and read the manual to only see, all the Warnings, Caution, throughout the book?This trailer should have lasted longer than months-months There is no reason that it leaked and because it went down the walls, there was no indication it was growing mold until at 3-months laterI am back to Moral ethics and standing behind what they are manufacturing This is not common in most RV's.Robyn
I am rejecting this response because: while we purchased the unit in December of ( signed paperwork), we did not take possession of the unit until April as it was in the shop fixing issuesIt has been determined that the damage is due to manufacturing defectHad the unit been built correctly this would not be an issueThis defect started was under the slide and has progressively gotten worseThe defect may also potentially harmful to my family as mold may have formedI understand that the unit is out of warranty but keystone is being unreasonable as to it is their fault that the unit is damagedThe pictures show the slide where the manufacturing defectIt started under the slide and has spread across the floor
Initial Business Response / [redacted] (1000, 5, 2017/06/20) */ Thank you for contacting Keystone regarding a complaint received by Ms [redacted] Supplied to us by Ms [redacted] is a picture of a refrigerator laying in a field along with allegations of the refrigerator being installed incorrectly into the RV she purchased as the second ownerKeystone has not been presented with a defect and the unit has been retail owned and used for approximately yearsWith all of this in mind, we again would respectfully decline participation as Ms [redacted] has requested Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fridge is approximately foot in front of my camper in the edge of the woodsIt had to be removed from the camper because it continued to leak into the camper resulting in further contaminationIt is still leaking and contaminating all the air within foot of the camper so I drug it to the edge of the woods not a field as they call itI happen to have woods in front of my camperYou still cannot go in the camper because of the fumes.The fridge leaking isn't the problemThe problem is the ammonia was not supposed to be allowed to enter the camper doesn't matter if it's years oldDuring the installation by Keystone it is supposed to be sealed to keep the ammonia from being able to enter the camperThere is no seal at all where the fridge wasNone at all so it was a defective installation and like I said it doesn't matter if it was a year ago or years it was not installed properlyDometic contacted me and said Keystone did a faulty installation and I sent that email to Keystone.I will add that email to my complaint when I can locate it where they say it's not a manu defect but an installation defectI can take pictures if I can get a mask of some kind that will block the ammonia showing there is no seal of any kindThe fridge was just stuck in the hole with nothing sealing around it Final Business Response / [redacted] (4000, 9, 2017/06/22) */ Thank you for the additional informationKeystone's response will remain unchanged
Initial Business Response / [redacted] (1000, 5, 2016/10/24) */ Thank you for contacting Keystone in regards to Mr[redacted] complaintA member of management here is working diligently with Mr [redacted] and the servicing dealer to resolve all current concernsWe will continue to work towards complete resolve Thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 meHow ever I have called multiple times in the past two weeks in regards to parts that the dealer (Sirpilla) claims have not been sentKeystone claims the parts have been sent three timesSo who knows where the parts areI 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 moldVery frustrating to spend this kind of money and only have my camper in my possession for maybe six to seven weeks since March 23, Final Business Response / [redacted] (4000, 9, 2016/11/04) */ Thank you for the additional informationWe have spoke to Mr [redacted] on multiple occasions with the latest contact being today's dateIt is our understanding that all repairs are complete at this timeThank you for brining this matter to our attention
Initial Business Response / [redacted] (1000, 5, 2016/08/11) */ Thank you for contacting us regarding Ms [redacted] The warranty on this unit expired 6/6/2015, however Keystone has made a good faith offer to assist even outside of the manufacturer warrantyWe , respectfully, will decline further assistance as requested
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ 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, 9, 2016/08/05) */ Thank you for contacting us regarding Ms***'s concernsThese one time concerns submitted during the warranty period have been approved completely to address thoroughly with our dealerWe will be contacting Ms [redacted] directly to explain the repair/warranty process and work to resolveKeystone's goal is to resolve all currently pending warranty repairs Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) In order to repair this defect, the dealer is going to have to replace the entire back outside wall; which inevitably Keystone should warranty this repair for an extra year I did not spend a ton of money to have a camper that has to be so extensively repairedI request Keystone to provide me with a like camper which is new and without defect.!!! Final Consumer Response / [redacted] (4200, 19, 2016/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received an email from Keystone advising they would only warranty the repair for months, I feel it should have a year warranty, but assume that is all they are going to give; and this being done by the local dealershipI replied to their email also advising that since I have had the camper back in my possession for a couple days, after being at the dealership for almost a month, that there is a spot on the kitchen floor that seems like it is loose and trying to come upThis was not that way before I took it to themI don't know if this is something that has happened while in their possession, but the floor was fine when it was taken to themI asked them to please advise Final Business Response / [redacted] (4000, 21, 2016/09/07) */ Thank you for the additional informationShould further concerns need addressed, the unit will need to be returned to an authorized dealer for assistanceWe will reach out to Ms [redacted] directly
Initial Business Response / [redacted] (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 / [redacted] (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 [redacted] 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 [redacted] 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 / [redacted] (1000, 5, 2017/05/15) */ Thank you for contacting Keystone regarding a complaint received by Mr***There are areas of concern noted in this complaint and the customer believes an hour and a half of labor would addressAt this point, we have not received the opportunity to address these concerns should they be deemed warrantableIn 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***'s owners manualWe do thank you for bringing this matter to our attention Initial Consumer Rebuttal / [redacted] (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 doneYou 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 itDo 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 thatThe problem is the attitude of your apparent business model where you produce a non quality product and push the burden of repair to the customerIt 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 customersBetter 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 houseI want to know that your company president is seeing these..I want an email from Him/Her apologizingSigned, unhappy burdened customer Final Business Response / [redacted] (4000, 9, 2017/05/24) */ Thank you for the additional informationWhile Mr***'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 warrantyAgain, 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 / [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 Mr***'s concerns with our productWe will be contacting Mr*** direct to resolve this matterKeystone RV Company's goal is to resolve all outstanding issues that may be pending OFFER: Initial Consumer Rebuttal / [redacted] (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 monthSeveral 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 startedI've asked to speak with someone higher than customer service but they will not put me in contact with anyoneAll 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 providedThis is getting out of handI'm wasting time taking my camper back and forth as well as paying a monthly payment for something I can't useI have stated in my initial complaint what I would like to happenOnce again I hope keystone steps up and takes care of this matter Final Business Response / [redacted] (4000, 9, 2015/09/09) */ Contact Name and Title: Keystone Customer Service Thank you for contacting Keystone regarding Mr***'s concerns with our productWe have contacted Mr [redacted] direct to resolve this matterAlthough this was deemed lack of maintenance, Keystone RV Company has assisted in repairs as a goodwill gesture, the dealership has assisted as wellMr [redacted] is aware of our positionThank you for our time and attention OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/05/10) */ Thank you for contacting Keystone regarding Mr***'s concerns with our productWe will be contacting Mr [redacted] direct to review this matterKeystone RV Company's goal is to resolve all outstanding warrantable issues that may be pending Initial Consumer Rebuttal / [redacted] (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 / [redacted] (4000, 9, 2016/05/11) */ Thank you for the responseKeystone RV will continue to work directly with Mr***Our goal is to resolve all outstanding warranty concerns Final Consumer Response / [redacted] (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