Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Camper was purchased on 3/30/2023 - Warranty List was sent in on 4/2/2023 We are **************************************** I have gone to the store, i have called, I have emailed and i have been blatantly ignored. They have had me drop the camper off 3 times and collectively have had it in their possession for at least 2 months going on 3. They first said parts were ordered incorrectly after we waited 6 months. Then said they would call when they came in. 2 months later I went in after not being able to get a response. The person I was dealing with left, the parts were never ordered, so they placed the order and told me they would tell me when to bring it in. 2 months pass again and I cant get ahold of anyone so I go. Another new person tells me to bring it in. AGAIN parts are not there. They fix what they can without parts all of which were unsuccesful repairs and still did not work (i.e. awning leak, a shoddy patch on a broken door, a makeshift fix on an exterior door). Mind you this is a brand new camper. We are now 15 months from purchase, they still have my camper and will not return my calls or emails. I can provide all email chains. I am looking for reimbursement of 3 months finance payments for the 3 months they have had it. I am looking for the reimbursement of a camping trip that needed to cancel last minute over 4th of July due to them saying it would be ready then not calling to tell me parts still didn't come in. And I want the camper back. The few times someone actually responds to me they give me a date it will be done then they stop responding and when i finally get in touch with them its not done. Total costs are $2,000 for reimbursement.

  Business Response

  Date: 08/10/2024

  We have been in direct contact with ****************** and believe we have worked out an amicable resolution to his concerns. We will update this case once his concerns have been fully resolved.

  Thanks,

  ***********************

  Director of Service

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Keystone Rv on Oct 29, 2023 about a leak in my camper slide out. Its been almost 9 months and they still havent fixed it. I dropped it off on January 22, 2024 and they had it until April 2024. I had to go back again and speak to the regional manager (***********************) who promised me results which was a bandade on the actual repairs due to me needing the camper for a trip with the promise to order the material and finish the job right. Now here it is July 9, 2024 and the leak has spread into the ceiling (with mold) and elsewhere. *** made countless attempts to include multiple trips to the business with no success. Every contact has seemed to be a stall tactic or lies. I am supposed to leave on a family vacation in 3 days and I have a camper sitting at Keystone and no resolution in sight. Calls texts and emails often go unanswered. I have spoken to *********************** today however its almost the close of business and hes not calling me back.

  Business Response

  Date: 07/26/2024

  As of this date, this customer issue has been resolved relative to the customer communication and repairs required to meet his camping date. Keystone RV has agreed to 'goodwill' one remaining repair to the dinette ceiling to ensure all of ********************** concerns. All other repairs have been completed and we appreciate his business.

  ***********************

  Director of Service

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a unit from them on 06/11/24. The contract total was $47,588.13, which included an extended warranty and gap insurance. We traded in our 2020 unit for $14000. They charged us $895 to prep the unit. We had recently relocated to the area for work and needed to upgrade our current unit to something bigger as we're going to be living in the unit full-time while we searched for a house. We signed paperwork online before seeing the unit but the pictures DID NOT show any defects nor were we informed of any. Upon arrival we noticed damage to an exterior door and a cabinet door in the main area was missing. They informed us it was put into order and we could have them mailed to us. Fine, we agreed. We spent the next 4 hours with our 4 children at this dealer as multiple other issues were noticed that needed repair before we could take the unit. BBB will not allow me to list everything wrong as the list is too long. There are more than 15 defects with this unit. Some are major and some are not. The pictures speak for themselves.We want the dealer to remedy this by either switching out this unit to another or buying back this unit because it is completely unacceptable to sell a customer a brand-new unit with so many issues. We have tried to reach out to the service **** to remedy the situation, but it has been over a week and they have yet to reply. Clearly they do not care about customer satisfaction.

  Business Response

  Date: 07/11/2024

  We are in receipt of ********************** concerns with regard to the Forest River Salem 31KQBTSX. Confirming the customer took possession of this unit on or about June 30th, 2024. The customer had (3) concerns identified during the unit prep and noted with the customer at delivery. Parts have been received and are awaiting a drop-off date to complete those repairs. As the customer has taken possession of the unit and used the living functions, a couple additional concerns have been noted and need to be inspected and diagnosed at the dealership. As this customer lives in their RV full-time, that complicates our process of inspecting and diagnosing issues, as well as completing outstanding repairs.

  Keystone RV is fully committed to resolving each of ********************** concerns to his satisfaction and in accordance with his factory warranty. We are willing to work around his living situation as best we can to complete the work we need to do while trying to limit his inconvenience.

  RV's are a hand-made product and issues do arise direct from the factory and/or discovered during our pre-delivery inspection process. Issues may arise around our PDI process from the customer 'stressing the unit', or said differently, operating unit features and functions on a more prolonged basis.

  While ********************** concerns are valid, they don't constitute a basis to return the unit. As an authorized Forest River retailer and authorized service center, we are responsible and committed to making the necessary repairs to his unit.

  Thank You

  ***********************, Director of Service

  Keystone RV Center

  ************

  Customer Answer

  Date: 07/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21876396
  
  I am rejecting this response because: You have the wrong info, we took possession on June 11 at 1:30pm for orientation, not the 30th. We also had more than 3 concerns at pickup, a few were attempted to be resolved but are now coming apart again. We also have yet to receive a call that the parts were in. At pickup it was stated they would be mailed to us since we are an hour away. So you are again wrong. I have the emails and texts to confirm. And for the "couple" of items that you stated need repair, there's almost 30 things NOW wrong with this trailer! 30!! The major ones being the damaged floor in the main bedroom and the water damage on the cabinets in the same room. As well as the two screws coming up in the floor in the main living area. All were noted the day after we picked up the unit via emails so that we documented our concerns and there would be not here say. I will include a list of all the items currently wrong with this trailer. In the 1st few days of possession, we notified you via email of almost 15 issues we already were having with the trailer and no one responded from the dealer. The main one being the floor which is a structural issue. Based on your own reply, you stated and I quote, "In the prep inspection, they look for defects in the unit", but what exactly are you prepping if these issues were never discovered by your certified techs and/or your sales team who shows the unit? You also stated, that issues pop up from the customer "stressing the unit during use". My questions is why was a unit in such bad condition sold to a customer considering these conditions were noted within the 1st few days of possession? I email everything to keep ourselves protected from this very thing. 

  LIST OF ISSUES:

  The inside fridge also isn't working properly. It's completely filled with frost all in the backside
  Water leak in kitchen sink
  Water leak in bathroom sink 
  Water damage floor in master
  Water damage in cabinet in master. Both sides
  Latches to closet doors to hold them closed already fell off
  Two screws coming up on floor in main living area
  Fridge not working properly 
  Uneven drawers in kitchen. One broke already and had to be fixed. 
  Dinette wood is uneven on right side
  Missing TV cabinet door(said was ordered by dealer, still no door a month later) WAS NOT DISCLOSED PRIOR TO PURCHASE 
  Plastic bins were dirty and broken. 
  Broken entry door lock( we already paid to replace it)
  Bathroom shower door doesn't close properly 
  Bathroom sink pipe cracked
  Water leak from hoses under sink
  Shower enclosure bottom right not put together correctly 
  Bathroom door frame crooked.
  Bunk bed panels coming loose
  Bunk bed screws to hold bed up not put in properly. 
  Bunk house rug crooked
  Bottom bunk left is coming apart on right side. 
  Roll out awning coming off in one side so it no longer rolls up evenly.
  There's also a pin hole in the awning we just noticed as well (pic attached)
  Storage compartment door damaged (also stated by dealer it was on order and no door as of yet) WAS NOT Disclosed PRIOR TO PURCHASE
  Other storage door damaged as well in the interior 
  Black trim going around bottom of trailer is coming off in multiple spots as shown in pics. 
  Outdoor kitchen counter is detaching from trailer
  Just noticed the damage to the interior ceiling if the outdoor kitchen. 
  Front black panel on trailer isn't even attached. There's a big gap in the bottom middle. 
  I'm sure we're missing things but that's nearly 30 things wrong with this trailer and it's only been a month.

  We have pictures to document all of our concerns. The issue as ***** in your reply, is that we live in this unit fulltime so this WILL NOT be a one day fix. You said  "We are willing to work around his living situation as best we can to complete the work we need to do while trying to limit his inconvenience" If I bring the trailer in for all these repairs, we are homeless in a sense. So how will this be remedied? Keep in mind, the floor is a major repair. 

  Regards,
  
  ************************************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/08/2024

  We still have not received a reply from the business. 

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2023 camper on June 30th, ******** was our sales person. After getting home and doing further inspection on Camper we realized there were multiple issues with product and we returned 3 days later(only because they were closed) only to be told that they couldn't do a return for us to get ours back and that they would "fix" the issues! They told us end of August 2023 and now have moved the "fix" time to November! also, the paperwork was NEVER fully filled out for a walk through and the price paperwork had to be redone due to them trying to overcharge us! At this point the amount of issues with the camper it would be easier to just get a new one! Get a brand new camper that NO one has walked through before/ straight from the factory or get ALL of our money back.

  Business Response

  Date: 09/05/2023

  Keystone RV has been in contact with **. ***** and documented his concerns. While a replacement unit is not an option, Keystone RV is committed to resolving the issues identified. Our service department has an open Work Order detailing his concerns, necessary parts have been ordered and are in different stages of being received, and our service team will facilitate timely repairs to his unit. **. ***** is currently in possession of his unit and none of the concerns identified will affect his ability to use the ** or create loss of use. We appreciate the opportunity to resolving **. ***** concerns to his satisfaction. We will provide **. ***** periodic updates to keep him informed throughout the process.

  ***********************

  Director of Service, Keystone RV Center

  Customer Answer

  Date: 09/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  when we took it back on july 3rd,  the service rep **** took his own photos on HIS phone,  he also had another service person come out and drill holes so we could use the ramp.   he was to THAT DAY submit the photos he took and start a work order for parts.   only to find out WEEKS later that he never did that and is now claiming he NEVER TOOK PHOTOS and that the camper was to be back in for repair the end of august!  
  and for them to claim we are able to use camper,  the awning cant be used due to it being bent when the wind blows it will rip!  also due to it being bent it is bending the entire side of the camper!  as well as the arm to the awing hits side of camper that again when the wind blows IT BENDS!  the door doesn't lock or latch correctly for the door to say shut or for us to lock our items up if we go away.   you can see outside when the door is completely closed. in order to fix these issues CORRECTLY,  they will have to completely tear the camper apart WALLS INSIDE and OUTSIDE!   the fact we are asking for the EXACT SAME CAMPER from factory and not used as a demo shouldn't be an issue!  the walk through paper was NEVER filled out because a proper walk through was NEVER DONE!  
  
  Regards,
  
  ****************
  

  Business Response

  Date: 09/30/2023

  Keystone RV representatives met with the Socks family on 9/29 to review the repairs completed to date. The attached WO confirms the items completed to their satisfaction (initialed in the right-hand margin) and those that remain unresolved that are awaiting parts or additional approvals from the manufacturer. We remain committed to resolving the outstanding items in a timely manner and appreciate the opportunity to work with the Socks family to ensure their concerns are addressed to their satisfaction.

  Customer Answer

  Date: 10/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The work is not complete yet once the work is complete, and we have gone over it with a fine tooth comb,  and the work is done correctly and to our satisfaction,  and in a timely manner.  And once ALL outstanding repairs have been done.   At that point we will have the case closed out.
  
  Regards,
  
  ****************
  

  Customer Answer

  Date: 11/01/2023

  NO not all issues have been finished!   they did VERY minor fixes!   they then had us come to get our camper and have not made any attempt to contact us to have us bring the camper back down for repair!   ALL OUTSIDE issues still need to be fixed as well as several other issues still inside!  including the main door to come in and out of camper!  it does not lock or shut correctly!  

  Business Response

  Date: 12/05/2023

  Initial repairs have been completed and additional parts were ordered to resolve the balance of **. ***** concerns. Keystone RV has agreed to pickup the customers unit at his home location once parts arrive, and will invite the customer to the dealership once completed and sign-off that repairs have been completed to their satisfaction. We will continue to update **. ***** with parts updates in the meantime.

  ***********************

  Keystone RV Center

  Customer Answer

  Date: 12/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I feel that there efforts in this matter are ok.  However, I will not be content with any of this situation until ALL the repairs are complete.  Again, I understand things take time to resolve but when you spend this amount of money on a camper and can only use it one time due to the main door not being able to close or lock it becomes an issue that should have been the first thing that was fixed!  They the issues with the camper would not hinder us from using it, but if you can not close tight and lock your door that is hindering us from using it!   We also had a free year worth of camping that we are able to use and CAN NOT use it due to these issues!    
  
  Regards,
  
  ****************