Keystone RV warranty is not being honored by their certified maintenance dealerships on their website.
Keystone will not return calls.
We purchased a new Keystone Passport Camper from ********* in Sayre, PA on June 1, 2015. While on our second outing with the camper, our vacation to Frontier Town in Ocean City, MD (Berlin, MD), from July 18 to July 26, when we arrived that Saturday (18th) the AC would not get cold. We could not reach our dealer or Keystone since it was a weekend. We went and bought a stand up AC unit from a nearby *** **** to help keep us cool in the 90 degree weather. However, that unit did not work so we had to return it (the box was open when we bought it but we took a chance).
On Monday of our vacation, July 20, we called Keystone. They referred us to their website and helped us to located a certified Keystone dealer/maintenance tech to contact and see if they could come out or if we could take the camper to their dealership to have the AC fixed. We were willing to drive to the certified dealers/service centers on Keystone's site for the area we were in - Hitch RV, Delmarva RV, and Driftwood RV - all told us and Ben(a manager we spoke to from Keystone) that they would not service our AC whether we came there or they came to us because we did not buy our camper from them. We would have to wait until the middle of August or September. Obviously we couldn't do that because we were on vacation. The men we spoke to at these service centers were rude and belligerent to us and to Ben, the Keystone rep. Ben told us he was taking our situation to upper management, however we never heard back from anyone and decided to enjoy what was left of our vacation in the sweltering heat and take care of the matter when we got back home.
Our dealer, ********* in Sayre, PA went above and beyond and was willing to pay for the Mobile Service Tech to come and fix the AC unit and ********* would then get reimbursed for the service from Keystone. However, when we found out that the Mobile Service Tech was going to charge ***/us $1,600.00 to come and fix the unit and that ***/we would only be reimbursed for up to $700, it was unrealistic to expect anyone to pay out of their own pocket for the Mobile Service that should be covered under the warranty.
On Thursday, July 30, I called Keystone to express my disappointment in their service and the centers they have listed as certified to honor warranty work - false advertising. Not to mention, nobody would honor the warranty aside from our dealer we purchased it from. This is not what their website, the warranty, or the dealer told us when we purchased the camper. Again, false advertising, breech of contract. I asked for them to make this right by us by reimbursing us for the 4 days we lost on our vacation trying to get one of their certified people to come honor the warranty and fix the AC. They said we would hear a response in 24 hours. No call, no response. I followed up again, yesterday, August 5. I was told someone would call me back that day. Nobody ever did.
Our dealer is fixing the issues with the camper that we are having in addition to the AC unit, but we feel it needs to be brought to everyone's attention that Keystone RV DOES NOT honor warranties and has false information on their website regarding their warranty and the certified centers.
We have been more than patient with situation and have had enough. We will never buy another Keystone RV/Camper again.
Thank you for your time with this matter.
A very disappointed family.
We are requesting to be reimbursed for the four days we lost on our vacation, from having to make phone calls to get a Keystone certified dealer/service center to honor the warranty to fix our AC unit in our new Keystone Passport camper. Needless to say, and as all the records pertaining to our conversations with various representatives at Keystone will show, we were unable to get the unit fixed while on vacation.
Although the receipt we were told to submit to Keystone was for $825.00, we only requested $412.52, which equals the total for the 4 days we spent making calls to try and get someone to fix the AC.
Now that nobody has returned our calls after we have done what they asked, waited longer than what we were told we would have too, I feel this may not be enough for our time, anguish, and frustration in dealing with such a lackadaisical business. Perhaps Keystone needs to reimburse us for our entire vacation now, the full $825.00. Maybe they need to pay off our camper in the amount of $24,000.
I'm sure they will choose the cheapest of all these options but at least consumers will be aware that Keystone does not honor warranty work and their website and certified dealers are false.
I don't feel we were asking for too much here.
Thank you for your time.
Again, regards from a disappointed family.
Contact Name and Title: Keystone Customer Service
Contact Phone: XXX-XXX-XXXX
Contact Email: **************@keystonerv.com
Thank you for contacting Keystone regarding Mrs. ********'s concerns with our product. We will be contacting Mrs. ******** direct to resolve this matter. Keystone RV Company's goal is to resolve all outstanding issues that may be pending.
(The consumer indicated he/she DID NOT accept the response from the business.)
Nobody has contacted me to resolve this issue. When I did speak to someone yesterday - because I called them - I was told my issue was going to the General Manager and someone would contact me. Several hours later, I received a call from Chelsea that I missed at 4:32 PM (per the time on my phone) and her message was for me to contact them to get me in touch with a dealer to resolve my issue. I immediately tried calling back and Keystone was closed. Unfortunately I was not happy because the response from Chelsea clearly proved to me that nobody actually took the time to read my complaint, and see that I noted that I already was in touch with the dealer we bought the camper from and have scheduled a time for the camper to go up to get the warranty work done. My issue was and still is - that while I was on vacation - when I needed the assistance and needed someone to honor the warranty, nobody would and Keystone had no response to that. This needs to be made right. Yes the camper is being fixed by the dealer - AFTER I've contacted my dealer myself and AFTER the time when I needed the help. This still doesn't resolve the issue of Keystone having/supplying FALSE information on their website and in their warranties that any certified Keystone dealer is to honor warranties. That did not happen and all Keystone does is try to shift you around to various people, various dealers. This is a breach of contract. I want reimbursed for my time lost on vacation because each day I called for help, I would be told someone would get back to me that same day, then the next day I had to call again and again and again. By the 4th day, I had enough. If Keystone does not make this right for our time lost, my next step is to file a complaint with the Federal Trade Commission Bureau of Consumer Protection. I'm a fair and reasonable person. I have been extremely patient with this issue. After reading other complaints and blogs regarding Keystone and their lack of honoring warranties, I wish I would have done my due diligence prior to buying this camper. I'm sure I would not be the only person willing and able to pursue further action against Keystone to - at the very least - get them to come down on their dealers who do not honor warranty work, and to look into ways of improving service not just for campers under warranty but going beyond service after the warranty runs out. It's the right thing to do. So NO, I am not satisfied with their lackadaisical response. Thank you and I look forward to something more positive the next time.
Still an upset family,
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally contacted by Keystone and they offered to reimburse me for the requested amount for the four days of vacation I lost. During that conversation I asked what they were going to do about the information on their website with the companies that refused to honor the warranty. They said they could not force them to honor it. Unfortunately, I am not happy with that response and indicated that to the Keystone rep that contacted me. Again, I stand firm in that it is false advertising and breach of contract. The companies should be removed from the certified list of dealers to do warranty work then.
Final Business Response
Contact Name and Title: Keystone Customer Service
Thank you for contacting Keystone regarding Mrs. ********'s concerns with our product. We have contacted Mrs. ******** direct to resolve this matter. Keystone RV Company has responded to the concerns that were brought to our attention. Mrs. ******** is aware of our position. Thank you, again, for making us aware.