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Keystone RV Customer Service
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We bought a Hideout trailer made by keystone with very serious problems brand new !!! They have jerked ya around for 4 months and cost us tons of time and money and still a broken awful trailer. Their employees have been rude and lied to us every step of the way.
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 directly with a member of our management team, and that you’ve been notified that your unit is safe and ready to use following repairs that recently took place. You have stated that you can schedule an appointment when you are not living in your unit. We’ve advised that is fine, and we’d be happy to look at your outstanding complaints when you are ready to get your unit back in to a ... read more
Absolute terrible costumer service and terrible product line. Bought a unit brand new and has been nothing but issues and keystone wants to put me through the ringer and deny involvement in these issues.
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your 2017 recreational vehicle. Keystone has offered to review your concerns through an authorized dealership, however, we do not show that you’ve reported that you’ve made an appointment as of today’s date. We do apologize that you believe you are being put through the ringer with this common process. Our records indicate you requested we advise only based on photos you provided to us. To this, we have informed you that this is not ho... read more
I had an issue with the rear bathroom sewer pipe on my 2017 Keystone Carbon 357. When the service department at the dealership where I purchased it looked at it, they stated the pipe had been installed at the factory too close to the rear suspension. This caused a large hole to eventually be worn into the pipe, causing it to crack. The pipe had to be cut out and a special curved pipe installed around the suspension to preclude this from happening again. Keystone's response when both the dealership and I tried to get them to ... read more
Business response:
Good afternoon, and thank you for your review. We could explain warranty coverage and time frames via phone, in more detail if you like. 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, and we’ll be able to pull up your specific file, and go through everything with you at that time. Thank you.
They showed us one thing and sold us another. 3 trips to the Dealer still having trouble. Called and they offered nothing other than it is yours now
Business response:
Keystone has been in review of your dealership complaint. We are sorry to hear you’ve had issues with the sales process at your selling dealership. We would like to review all details surrounding your experience. 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.
We have had NOTHING but trouble... We bought a brand new Hideout 3 years ago... It has been in getting fixed as many times as we have had it camping... We have had a ripped awening, slide out not sliding properly, scratched floor, the whole slide out was leaking had pots all over the floor and couch, and other issues... NR Motors in Prince George BC Canada, told us we would have to contact Keystones ourselves... Well that was a joke, no help from them... So back to NR Motors, they fixed it kind of, the next outing it leaked.... 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.
Extremely disgusted by the unprofessionalism of keystone. Bought in Dec 2018 brand new, went to bring camper in dec 2019 for yearly maintenance. Floor completely destroyed and needed to be replaced due to manufacturing error. I was ready to sell it in jan 2020, had to wait for work to be approved and finally done by keystone. I got it back July 6, 2020 and was told I would probably not be compensated because I sold it and no longer a keystone owner. Looking for some kind of compensation for the losses in insurance, sales pri... 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 appreciate that you agreed to allow us to bring your unit back for repairs outside of your warranty expiration date. The monetary request you are asking for is warranty excluded as outlined in the warranty that came with the unit you purchased. Keystone did offer and provided transportation, along with repairs outside of your warranty date. It is unfortunate that you are unsatisfied with the resolution that was provided t... read more
We have looked at Keystone Trailers for over 10 years and finally purchased our 1st in May, took it out for a weekend trip and a week long trip and absolutely loved everything about it. The functionality, convenience of location of amenities and quality of construction are 2nd to none. Great job Keystone. Keep being #1!
Business response:
Thanks for the awesome review, John! We strive to meet expectations like yours, and we’re happy to hear we hit the mark for you. Welcome to the Keystone family!
Brought 2019 Avalanche for Retirement. Major issues, Electrical, Propane, Tip outs not working, Fridge not working,. 50 amp breaking keeps tripping, underbelly falling down. And some minor issues. We paid $70,000 so we could enjoy our retirement. Thank god we have ******* ** *****at Whitby ontario helping us out as much as they can (2 hours away). We are so upset and depressed with this R.V. and to tell you the truth scared to use it cause of the electrical and propane issues we have had. I don't blame the dealership they ar... read more
Business response:
Keystone has been in review of your complaint. We are sorry to hear you’ve had issues with your unit. Keystone has approved all warranty requested items to be addressed with Camping in Style. We are very much being held accountable for our warranty and we are standing behind the product we manufactured. The dealership is certainly a very important part of our warranty process. While we do understand your frustrations, and we’d more than happy to talk with you more about it, please know we stand ready to assist you and the de... read more
We purchased a 2018 keystone travel trailer in November of 2019. We did not had the opportunity to go camping till March of 2020 and after about 2 weeks we discovered the floors at the bunk house were spongy. We also noticed the black tank always showed it was empty even we had the tank closed. We took the camper to a service department who told us water is coming into the outside furnace and the Refrigerator vents. They needed to rip out the floor to see the issue with the black tanks. At this time our estimated repair cost... read more
Business response:
We performed all additional corking around the camper.