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Keystone RV Customer Service
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Defective product they don't stand behind. Broken beam in main wall and won't fix because 1 year warranty has passed. Nothing but issues since day one. Bought brand new Voltage Toyhauler and now stuck with a piece of junk.
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. We do show that you are currently working with a manager in our owner relations team regarding your concerns. While we do show your unit warranty expired in 2018, we are certainly here to answer any questions you may have. We have also offered to review your concerns in full, regardless of your warranty expiration. Thus far, we’ve not been presented with a manufacturing defect regarding your complaint. However, we do show th... read more
Purchased 2020 Sunset Trail 285CK in July. Received it in August. September we had heavy rains and noticed water on the walls in bedroom and three inches of water in the big window . Heat was running on cooler nights and major amounts of condensation in bedroom on all walks including the closet which held out clothes which also were damp from it. Continued down roof line to door. Brought it back to dealership where they resealed the roof. Inquired about the condensation issue and Keystone told us to buy a dehumidifier! Well ... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. There is quite a difference between water intrusion from a rain leak versus condensation. If the dealership found a water leak into the unit that was not related to condensation, we would 100% want to get that taken care for you. Because of the confined space of an RV, it is “Critical” to remove moisture saturated air from inside the RV. In most cases, utilizing proper ventilation to remove “inside air” and replace with “fre... read more
My husband and I purchased a new 2020 Outback 260UML. Waited 3 months to take it home from ******* *****, so we could do yard work to keep it at our home. So, we bought in June 2020, took possession in September, 2020. Our one and only camping trip so far, we found a stress fracture in the wall, there were leaks, overflow from city to fresh water, the bed literally came apart, all the screws came out, which in turn caused the hydraulics to be compromised. We also found out the heating unit roasts you in the living area while... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. We do show that all warranty items have been approved up to this point, so we’ve asked a retail advisor to reach back out to you directly to discuss your concerns. We will forward your concerns to them as well, so that they can verify what you are alleging has been denied. If you have questions after you’ve spoken with the advisor, please contact us Monday – Thursday 8am-5pm and Fridays 8am-4pm, all times EST. Our number is ... read more
our BRAND new Keystone Cougar RV had massive leakage issues due to poor manufacturing/sealant issues. We paid 45k for a complete lemon. Used it one time and found the water coming in the underbelly compartment. Only to later find out the entire right side had leaks, the bedroom, the kitchen, etc. We are devastated to have spent our hard earned retirement money on a complete lemon and believe KeyStone should replace the entire unit at this point. We are very worried about mold in the unit after the water did so much damage. N... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. We do show that you are currently working with our retail team regarding your concerns. Also, it is our intention to assist you through the warranty process for your unit. We are confident that the current work being completed will be resolved through the dealership. Should you have questions or concerns, you may email the representative working with you on your case, or contact us Monday – Thursday 8am-5pm and Fridays 8am-4... read more
The Keystone RV company has been an $89,000 disappointment. We hauled our new Alpine 5th wheel home the end of January 2020 just to discover 6 major water leaks. Within just a couple weeks several other components began to fail; 1) furnace 2) hot water heater 3) refrigerator cooling 4) stove won't stay lit 5) broken welds on frame 6) 4 full pages more. The dealer has worked on it multiple times and in September keystone chose to take over all repairs transporting the unit from Idaho back to Indiana for full reconstruction. I... read more
I have a 2020 Laredo 298SRL, the kitchen sink has a rust hole and rust spots all over inside the bowl. The leaking water has caused damage to the cabinet as well. When I called the Customer Service at Keystone I was told my warranty was declined because of damage not covered under the warranty. They said it was a hole with no signs of rust. Some chemical or something caused the damage. I posted pictures of the rusty sink on the Keystone Laredo Site on Facebook and within 4 hrs I had at least 22 other owners telling me they h... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. We would like to review all details surrounding your unit. Please contact us Monday – Thursday 8am-5pm and Fridays 8am-4pm, all times EST. Our number is 1-866-425-4369. Please have the last 8 digits of your VIN available when you call, or if you'd rather, you may e-mail us at ownerrelations@keystonerv.com. Thank you.
My husband and I are just sick about our recent Keystone purchase. This was our very first travel trailer purchase and we decided to buy new and went with a Keystone Hideout 186SS as we really liked the floor plan and the specifications it stated it had. Upon returning home after purchasing it we tried to put the slide out and it wouldn’t work, it tore up the carpet and broke off some of the finish wood and then wouldn’t close flush or open. We’ve had to tow it back to the dealer 4 hours away for repairs, which has added in ... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. We would like to review all details surrounding your unit. Please contact us Monday – Thursday 8am-5pm and Fridays 8am-4pm, all times EST. Our number is 1-866-425-4369. Please have the last 8 digits of your VIN available when you call, or if you'd rather, you may e-mail us at ownerrelations@keystonerv.com. Thank you.
Wish I could rate a -10. Horrible quality. I could list everything being but would take forever. Main issue, rear AC installed incorrectly during manufacturing that has caused major roof leeks in our 2019 Montana High Country. What a mess!
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. We would like to review all details surrounding your unit. Please contact us Monday – Thursday 8am-5pm and Fridays 8am-4pm, all times EST. Our number is 1-866-425-4369. Please have the last 8 digits of your VIN available when you call, or if you'd rather, you may e-mail us at ownerrelations@keystonerv.com. Thank you.
I just recently purchased a 2020 Coleman lantern in July and I am very displeased with the service I have received from this company. Apparently, the structure warranty is very limited and they don’t stand behind their products. The camper didn’t come with a spare tire so I purchased an rv spare tire holder for the bumper. After using it one time, the welds that hold the bumper to the frame cracked and almost fell off. There was no misuse and all hardware was installed to specifications. The company refused to fix the welds ... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. We would like to clarify our position for you more in detail here. As noted in our owner’s manual under Chapter 2; Limited Warranties, damage or loss caused in whole or in part by the unauthorized attachments, modifications or alterations to the structure, body, pin box, or frame of the RV including but not limited to trailer hitches for towing, or platforms for supporting cargo; will not be a part of coverages under the ter... read more