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Keystone RV Customer Service
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BUYER BEWARE! Bought a 2018 Keystone Bullet Ultra Light. My husband was impressed that Keystone had a 3 year warranty on their extrrior graphics as advertised on their brochure (we're in California). We contacted the dealer who then contacted Keystone. The dealer was informed the warranty only applied to certain VINs, ours was not one of them, and suggested we contact Keystone direct. Keystone customer service agent Katherine ****informed me Keystone reserves the right to change their policies, as is stated on the brochure, ... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. Please note, vendor warranties that may still be in place outside of your Keystone RV warranty, would need to be submitted to the vendor through the dealership. We would be more than happy to answer any additional questions you may have about this. 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... read more
We purchased a 2018 3701LK Montana 5th wheel October 2018 and the camper sales location we purchased it from actually sets it up at the rv park attached to the sales location for you to stay in before you take it home to make sure there are not any issues. We stayed one night and had a list of issues for them to correct. Took it home a week or so later and again as soon as we used it had to take it back in for them to work on. The master closet completely fell apart, walls coming down, shelves coming apart, trim falling off,... 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 not show that you’ve called in recently to discuss the above with our retail call center at this time. We would like the opportunity 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.... read more
We purchased a 2018 3701LK Montana 5th wheel October 2018 and the camper sales location we purchased it from actually sets it up at the rv park attached to the sales location for you to stay in before you take it home to make sure there are not any issues. We stayed one night and had a list of issues for them to correct. Took it home a week or so later and again as soon as we used it had to take it back in for them to work on. The master closet completely fell apart, walls coming down, shelves coming apart, trim falling off,... 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 not show that you’ve called in recently to discuss the above with our retail call center at this time. We would like the opportunity 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.... read more
Been working on the road for 16 years I bought a keystone Montana which makes my 5th trailer and by far the biggest mistake yet IF YOU GET NOTHING ELSE FROM THIS REVIEW LISTEN TO THIS DO NOT BUY A KEYSTONE PRODUCT THEIR QUALITY IS JUNK AND THEIR WARRANTY IS EVEN WORSE my trailer is 6 months old converter works when it wants to icemaker in the fridge quit breaker on the leveling system is faulty ceiling fan quit working molding is falling down bathroom door the sticker "BECAUSE ITS NOT REAL WOOD" is peeling from the door the ... 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 are not sure who or when someone communicated to you that cosmetic issues or fit and finish items would not be covered within your one-year limited warranty. We do not see that you’ve called in to formally report your concerns. Therefore, we have sent your complaints over to our management team in customer service. They will be reaching out to you momentarily. We would like to review all details surrounding your unit. If ... read more
If there were negative stars, this is where I would place my review. Our two year old Bullet 257RSS had developed soft flooring in the bedroom and in the pass through storage. Upon calling the dealer, we learned that they were aware of this issue and were told to bring the trailer to them for inspection and transport to Keystone. The process seemed to move smoothly and the unit was back in Indiana for warranty work. We were initially impressed that they undertook this work in a timely manner. In communications with a Keyston... read more
Business response:
Keystone RV wanted to follow up regarding your above complaints. We’ve been in contact with Mr. P****** at this time. Thank you for the time you both have taken to go over your concerns with our management team directly. We are certainly here to answer any additional questions you may have. Should you have additional questions or concerns pertaining to your case, you may 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 w... read more
We bought a new Keystone Fuzion 371 in 2017, we had a 2005 Keystone Cougar that we bought used and was very happy with the unit. We thought Keystone had a great product, but after buying the Fuzion our opinion has definitely changed. From the time we picked it up from the dealership in 2017 it has been a headache. When we picked it up it was not ready at all to take camping, water lines still full of antifreeze, generator not hooked up or tested, hot water heater plug not installed and the person doing the walk through could... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had concerns with your 2017 recreational vehicle. We do appreciate your feedback regarding your experience however we show that any claims deemed warranty were honored within your warranty terms with the last contact to us being in 2018. The actual manufacturer’s warranty did in fact expire in 2018 as well, therefore, we would not be privy to anything aftermarket, regarding any products you’ve purchased and used as preventative maintenance, and/ or ex... read more
Absolutely horrible manufacturing with no quality control or care for customers. I purchased a brand new 2019 Keystone Hideout with an upgraded "Cold Mountain Package" at the end of 2019. A month later I hauled it from Phoenix Arizona to Tonopah Nevada for work. Once parked, I walked inside to begin setting the coach up and I noticed all sorts of saw dust on the floor around every wall and on top of my stove/range. I really didn't think anything of it at the time, was just a little confused on what it could have been. During... read more
Business response:
Keystone has been in review of your complaint. We apologize that you experienced issues with your unit. We do however, show that you contacted us last week and a representative is currently working on your case file with management to move forward towards resolve. Our service team, along with appropriate management will ensure that the best course of action is taken with your unit. We do understand you live in your unit while working, and apologize that this has inconvenienced your situation with living arrangements. While l... read more
We purchased a brand new Camper from Camping World, there was leaking that had started from the day we brought it home In February of 2020 the Heat would not turn on so we brought it in to ******* *****to get looked at and that is when we found out that there was exstensive damage caused by the leaking. Then it was a back and fourth game as to who Keystone wanted to fix it. Finally Keystone decided they were going to do the work they Finally picked the Camper up and its been a total of 6 months without the camper and we now ... read more
Business response:
Keystone has been in review of your complaint. We are sorry you have had issues with your unit, and appreciate that you’ve agreed to, and have allowed Keystone to work with you directly at this time. We would like to review all details surrounding your experience. We have forwarded your information to a member of our management team who will contact you directly. We apologize for any lack of communication you’ve experienced and are addressing that on our side moving forward. You may always contact us Monday – Thursday 8am-5p... read more
We are 3 time Keystone RV owners We started out with a 2013 Keystone Passport hybrid 19 ft in 2012 We compared quality from another brand hybrid we traded & found Keystone to be of better quality.--6 months later at our first RV show we traded up for a 2013 Keystone Passport (TT) Elite 31RE--then later to a 2016 Keystone Cougar 5th wheel. Pleased with all of them. We've gotten much help from Keystone RV FB in the past. From helping a dealer we chose for the repairs find a window we damaged on our (TT) in 2015 to a new remote... read more
Business response:
Thank you for your review Cheryl. Thank you for remaining a valued customer for all of these years. We are always here to help, and appreciate you letting others know of the experiences you have personally had with Keystone. Please know, your feedback is very important to us, and others. If you ever need anything at all, please do let us know. Thank you!