Initial Business Response / [redacted] (1000, 14, 2015/08/25) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mr [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThis appears to be environmental, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) So the environmental damage occurred between the Keystone factory and the dealer (Lakeshore R.V.)So one of them needs to be held responsible for this damage and not leave the customer with a rusted camper Final Business Response / [redacted] (4030, 19, 2015/08/31) */ Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionIn Chapter of the Owner's Manual under the heading Limited One Year Warrant, there are a list of exclusions which are not covered under warrantyOn page 8-it states, The limited warranty shall not apply to rust or broken glassMr [redacted] is aware of our positionThank you, again, for making us aware OFFER:
I am rejecting this response because: I had An RV tech take pictures and document all the damageThe same RV tech was the tech that repaired the broken shower drain and ptrapThe RV has not been moved from this RV park since it was delivered to us on 1/28/This is why he believes that the drain and ptrap was broken at sometime during its trip from Keystone in IN to [redacted] ***d of Bartow FLThe way it was installed it would of never held up to the bouncing up and down on the road in transitThe only way we knew was because we started to see water dripping from the under belly of the RVBy then it was to late and the insulation was water logged and the subfloor OSB particle board had rotted out in several placesIt is a faulty design on Keystone’s part and I feel that they should pay for the repair of the RVThere are several floor joist that have to be cut out and replaced as well as the subfloor needs to replaced and new insulation has to be put in
Initial Business Response / [redacted] (1000, 5, 2016/04/26) */ Thank you for contacting Keystone regarding Mr***'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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keystone sent a message to me saying they had agreed to replace the mattress but that's not even a good Band-Aid for one of the many problemsThe bedroom room is covered with mold & it started under the mattress on the stand that the mattress lays onSo there just going to throw a mattress on top of the mold? I have never got them to commit to taking off the wall board to see if mold is behind the walls & I don't think they will ever do that since replacing the mold you can see just buys them time till the warranty is goneThe owner of the dealer along with there service tech have been here numerous times & no one has been able to find how the mold got in the trailer to start with & now Keystone has agreed to replace the mattress, I guess to just throw on top of this black mold that's under the mattress That is just one of many problems that hasn't been addressedYou have a spot on the wall the closet is built on that's covered in carpetOn that wall there is a spot about 8" square where the carpet looks as though it's been slashed with a knife or somehow been melted & nothing has been said about thisIt's looks like it's been glued & nailed on just to hold it to this wallThere are no seams in this carpet which leads me to believe it was damaged after being installed & someone did a very bad job trying to patch/hide this damageIf every trailer is inspected like I was told, then this inspector needs to retire or replaced You have the cabinet door above the head of the bed that's split in two but still installedAlong with that the hinge screw holes that hold this door on have been drilled too bigof the screw holes look to be drilled to big & the cabinet door just hangs down, held in place by one screw that's not stripped out You have the bedroom door trim that was cut to long & it bows out from the wall about 2"I don't know how this was missed since its about Ft from the floor & it was nailed above it and below it leaving the extra wood to bow out from the wallIf someone would've cut about 2" off the bottom, the trim would've laid flatThis is the trim that goes around every door in the trailer, front & backI missed this during the walk-around like most of the problems because your buying something that's supposed to be new & this problem was behind the bedroom door & I never closed that doorThe mold is under the mattress with the plastic still on the mattress & how many people would really think about taking the mattress off to look under it on a new trailer? The main AC has a short in the compressor control wires & some times it works, other times it doesn'tIf not for the rear AC working (so far) I would probably be dead from heat strokeI've been told these Coleman-Mach units are dropping like flies & most troubleshooting test have been bypassed meaning, if you have one that's giving someone problems just replace itDoing some research on my on, I've found that Coleman knows about these problems & started using a different source for there compressors over a yay ago but no recalls That brings me to my next question about the way Keystone does businessI bought this brand new [redacted] trailer on February 09, & was told that the dealer had just got this trailer in stockThe build date of this trailer was June 04, 2015, making it months old from the startI was told by Coleman that companies like Keystone will by thousands of AC units at a time to have enough on hand in case of problemsColeman keeps there warehouses stocked with AC units that have been built months, sometimes years before someone like Keystone comes along & buys however manyJust to be fair I'm sure this is the way it's done by most RV companies but doing the math, these AC units could be 3-years old before being installed on a RVThen like mine, it sets at a Keystone lot for months before it hits the dealers lot where it sets againColman knows there is problems with a batch of AC compressors but do they do a recall, noThey cross there fingers & hope the units works for a year then Coleman/Keystone are in the clearThere is rust all over the frame of the trailer & I just noticed the propane supply pipe is almost rust in twoSomething of that nature should be painted at the very least but dealing with propane & the supply line that's exposed to road salt or just the outside elements, I think it should be powder coated or be galvanized pipe & not just steel I've been in my trailer for months now & all the problems were found & reported to Keystone days after I moved inThe dealership has been here numerous times & not the 1st screw has been turnedI haven't listed every problem here but some of the big onesKeystone knows about all of them & I along with the dealership has reported and sent pics of all the problems to KeystoneThe mold problem should have been addressed 1st & not just say they have me approved for a new mattress to throw on top of the moldSo in a nutshell, I don't accept Keystones offer of a mattress to settle all of thisI just wonder what would have happened if the dealership found these problems along with customers before it was sold to me? I paid cash for the trailer & now it seems like Keystone is running the clock down to were the warranty is no moreI would be willing to bet if the dealer could not sale this trailer because people were finding the problems, they would have had it returned to Keystone for a replacement!!! I've attached a few pics to give you some idea of the problems Final Business Response / [redacted] (4000, 9, 2016/05/06) */ Thank you for your responseKeystone is working to resolve any outstanding warranty items currently pending Final Consumer Response / [redacted] (4200, 11, 2016/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will not accept until all items are repairedI don't care who at Keystone it is but if anyone of them bought a brand new home they would not settle for any problems like I'm having with there new home period! Yes they pay a lot more but that shouldn't matter, this is my new home I'm self employed electrician & I've wired hundreds of new homes & even though I never got called back for ANY PROBLEMS I did see people get crazy over a thing like a paint run in a closet, dirt on the outside windows, wrong doorbell sound that the customer bought herselfCrazy things like this I saw at just about every house I wired I got called back a few times for things like wanting to move a light switch or add a outlet somewhere in the house & I would drop what I was working on at the time to go do these things for the customer at no chargeTo me that just made good business since to get those repeat customersThey would offer to pay me for my service but I never took a dime & I guess that's why I've only been able to afford a new travel trailer & not a new home & that's way I feel like I've been treated to this pointit's just a trailer, not a new home so what's the big deal? They know this is my home, they know I have health problems & mold could kill meI've spent days in the hospital since moving into the new Keystone Laredo & I don't know if it's due to the mold but have taken samples of the mold & should know for sure in about weeks But back to the new homes I've seen people raise [redacted] over at the smallest things & they have a Ace up there sleevesthey just want close on the house until the things are fixed which means the contractor doesn't get paid till the customer is happyI paid cash for my trailer so everyone got paid before walking out of the dealership so no motive for anyone to fix my problemsThey got all there money up front so I have nothing to hold back, also I think they look at it as a RV & not my home
Initial Business Response / [redacted] (1000, 5, 2016/09/01) */ Thank you for contacting us regarding Ms [redacted] 's complaintWe have offered Ms [redacted] the original mattress for this unit, monetary to purchase a mattress of her choosing locally, or an upgraded pillow top mattressAll were refused and her dealer has since supplied them with a new oneIn regards to any current claims of items, needing repairs, the unit will have to be taken to an authorized dealer for inspection and determination of warrantyKeystone will continue to back our warranty , should warrantable items be presented to us
Initial Business Response / [redacted] (1000, 14, 2015/08/25) */ Contact Name and Title: Keystone Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keystonerv.com Keystone has been in contact with Mr [redacted] We have communicated that at this time, no manufacturing defect has been presented to Keystone RV CompanyThis appears to be environmental, which is not covered under the Manufacturer's warranty and we, respectfully, will not be participating in repairs to this unitThank you, again, for bringing this matter to our attention OFFER: Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) So the environmental damage occurred between the Keystone factory and the dealer (Lakeshore R.V.)So one of them needs to be held responsible for this damage and not leave the customer with a rusted camper Final Business Response / [redacted] (4030, 19, 2015/08/31) */ Keystone has been in contact with Mr [redacted] and we have responded to the concerns that were brought to our attentionIn Chapter of the Owner's Manual under the heading Limited One Year Warrant, there are a list of exclusions which are not covered under warrantyOn page 8-it states, The limited warranty shall not apply to rust or broken glassMr [redacted] is aware of our positionThank you, again, for making us aware OFFER:
I am rejecting this response because: I had An RV tech take pictures and document all the damageThe same RV tech was the tech that repaired the broken shower drain and ptrapThe RV has not been moved from this RV park since it was delivered to us on 1/28/This is why he believes that the drain and ptrap was broken at sometime during its trip from Keystone in IN to [redacted] ***d of Bartow FLThe way it was installed it would of never held up to the bouncing up and down on the road in transitThe only way we knew was because we started to see water dripping from the under belly of the RVBy then it was to late and the insulation was water logged and the subfloor OSB particle board had rotted out in several placesIt is a faulty design on Keystone’s part and I feel that they should pay for the repair of the RVThere are several floor joist that have to be cut out and replaced as well as the subfloor needs to replaced and new insulation has to be put in
Initial Business Response / [redacted] (1000, 5, 2016/04/26) */ Thank you for contacting Keystone regarding Mr***'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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keystone sent a message to me saying they had agreed to replace the mattress but that's not even a good Band-Aid for one of the many problemsThe bedroom room is covered with mold & it started under the mattress on the stand that the mattress lays onSo there just going to throw a mattress on top of the mold? I have never got them to commit to taking off the wall board to see if mold is behind the walls & I don't think they will ever do that since replacing the mold you can see just buys them time till the warranty is goneThe owner of the dealer along with there service tech have been here numerous times & no one has been able to find how the mold got in the trailer to start with & now Keystone has agreed to replace the mattress, I guess to just throw on top of this black mold that's under the mattress That is just one of many problems that hasn't been addressedYou have a spot on the wall the closet is built on that's covered in carpetOn that wall there is a spot about 8" square where the carpet looks as though it's been slashed with a knife or somehow been melted & nothing has been said about thisIt's looks like it's been glued & nailed on just to hold it to this wallThere are no seams in this carpet which leads me to believe it was damaged after being installed & someone did a very bad job trying to patch/hide this damageIf every trailer is inspected like I was told, then this inspector needs to retire or replaced You have the cabinet door above the head of the bed that's split in two but still installedAlong with that the hinge screw holes that hold this door on have been drilled too bigof the screw holes look to be drilled to big & the cabinet door just hangs down, held in place by one screw that's not stripped out You have the bedroom door trim that was cut to long & it bows out from the wall about 2"I don't know how this was missed since its about Ft from the floor & it was nailed above it and below it leaving the extra wood to bow out from the wallIf someone would've cut about 2" off the bottom, the trim would've laid flatThis is the trim that goes around every door in the trailer, front & backI missed this during the walk-around like most of the problems because your buying something that's supposed to be new & this problem was behind the bedroom door & I never closed that doorThe mold is under the mattress with the plastic still on the mattress & how many people would really think about taking the mattress off to look under it on a new trailer? The main AC has a short in the compressor control wires & some times it works, other times it doesn'tIf not for the rear AC working (so far) I would probably be dead from heat strokeI've been told these Coleman-Mach units are dropping like flies & most troubleshooting test have been bypassed meaning, if you have one that's giving someone problems just replace itDoing some research on my on, I've found that Coleman knows about these problems & started using a different source for there compressors over a yay ago but no recalls That brings me to my next question about the way Keystone does businessI bought this brand new [redacted] trailer on February 09, & was told that the dealer had just got this trailer in stockThe build date of this trailer was June 04, 2015, making it months old from the startI was told by Coleman that companies like Keystone will by thousands of AC units at a time to have enough on hand in case of problemsColeman keeps there warehouses stocked with AC units that have been built months, sometimes years before someone like Keystone comes along & buys however manyJust to be fair I'm sure this is the way it's done by most RV companies but doing the math, these AC units could be 3-years old before being installed on a RVThen like mine, it sets at a Keystone lot for months before it hits the dealers lot where it sets againColman knows there is problems with a batch of AC compressors but do they do a recall, noThey cross there fingers & hope the units works for a year then Coleman/Keystone are in the clearThere is rust all over the frame of the trailer & I just noticed the propane supply pipe is almost rust in twoSomething of that nature should be painted at the very least but dealing with propane & the supply line that's exposed to road salt or just the outside elements, I think it should be powder coated or be galvanized pipe & not just steel I've been in my trailer for months now & all the problems were found & reported to Keystone days after I moved inThe dealership has been here numerous times & not the 1st screw has been turnedI haven't listed every problem here but some of the big onesKeystone knows about all of them & I along with the dealership has reported and sent pics of all the problems to KeystoneThe mold problem should have been addressed 1st & not just say they have me approved for a new mattress to throw on top of the moldSo in a nutshell, I don't accept Keystones offer of a mattress to settle all of thisI just wonder what would have happened if the dealership found these problems along with customers before it was sold to me? I paid cash for the trailer & now it seems like Keystone is running the clock down to were the warranty is no moreI would be willing to bet if the dealer could not sale this trailer because people were finding the problems, they would have had it returned to Keystone for a replacement!!! I've attached a few pics to give you some idea of the problems Final Business Response / [redacted] (4000, 9, 2016/05/06) */ Thank you for your responseKeystone is working to resolve any outstanding warranty items currently pending Final Consumer Response / [redacted] (4200, 11, 2016/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will not accept until all items are repairedI don't care who at Keystone it is but if anyone of them bought a brand new home they would not settle for any problems like I'm having with there new home period! Yes they pay a lot more but that shouldn't matter, this is my new home I'm self employed electrician & I've wired hundreds of new homes & even though I never got called back for ANY PROBLEMS I did see people get crazy over a thing like a paint run in a closet, dirt on the outside windows, wrong doorbell sound that the customer bought herselfCrazy things like this I saw at just about every house I wired I got called back a few times for things like wanting to move a light switch or add a outlet somewhere in the house & I would drop what I was working on at the time to go do these things for the customer at no chargeTo me that just made good business since to get those repeat customersThey would offer to pay me for my service but I never took a dime & I guess that's why I've only been able to afford a new travel trailer & not a new home & that's way I feel like I've been treated to this pointit's just a trailer, not a new home so what's the big deal? They know this is my home, they know I have health problems & mold could kill meI've spent days in the hospital since moving into the new Keystone Laredo & I don't know if it's due to the mold but have taken samples of the mold & should know for sure in about weeks But back to the new homes I've seen people raise [redacted] over at the smallest things & they have a Ace up there sleevesthey just want close on the house until the things are fixed which means the contractor doesn't get paid till the customer is happyI paid cash for my trailer so everyone got paid before walking out of the dealership so no motive for anyone to fix my problemsThey got all there money up front so I have nothing to hold back, also I think they look at it as a RV & not my home
Initial Business Response / [redacted] (1000, 5, 2016/09/01) */ Thank you for contacting us regarding Ms [redacted] 's complaintWe have offered Ms [redacted] the original mattress for this unit, monetary to purchase a mattress of her choosing locally, or an upgraded pillow top mattressAll were refused and her dealer has since supplied them with a new oneIn regards to any current claims of items, needing repairs, the unit will have to be taken to an authorized dealer for inspection and determination of warrantyKeystone will continue to back our warranty , should warrantable items be presented to us