Complaints

This profile includes complaints for Keystone R V Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keystone R V Company

  2642 Hackberry Dr Goshen, IN 46526-6811

  
• 

  Keystone R V Company

  3000 Westgate Pendleton, OR 97801

• 

  Keystone R V Company

  PO Box 2000 Goshen, IN 46527-2000

  
• 

  Keystone R V Company

  12628 SE Jennifer St Clackamas, OR 97015-9046

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:08/05/2025

  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.

  Purchased new 2025 ******* Light 17BX from Camping World ********, **. Awning arm bent when we tried to roll it in. Took back to Camping World for warranty/Repair they indicated: I needed to dispute the warranty claim with Keystone RV that the initial claim was denied. ***** ******* 8/5/2025 At Keystone stated: Just see a picture of bent metal, it doesnt indicate a defect and appears to be installed correctly. She repeated this several times as I asked about other owners that I had seen online that are showing the same issue. She was dismissive and completely unhelpful.Evidence that others have had the same issue we are having and some report that it was covered under warranty: ********************************************************************************** There were a handful of additional issues as well with the camper, only some of the issues more minor issues were addressed.We would like both sides of the awning replaced; the rear awning support bent however the front appears to be twisted.

  

  Business Response

  Date: 08/12/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ************** have thoroughly reviewed the information provided, including the images and description of the issue with the awning arms. Based on the documentation submitted, we have not found a manufacturing defect in materials or workmanship. The photos depict bent metal but do not indicate a failure related to improper installation or manufacturing error. We do appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 08/15/2025

   I am rejecting this response because:
  Defects, improper installation or design flaws should all be covered by the manufacturer. The fact the several people have posted nearly identical damage on the same exact model (which is brand new this year) leads me to believe ours wasnt a stand alone incident and it needs to be addressed at a larger scale.
  Only after several emails, phone calls and opening this case has Keystone been willing to entertain any resolution however the repair has still not been completed and there is still discussion around what will be covered.

  
  

  

  Business Response

  Date: 08/25/2025

  Thank you for the additional reply however our response would remain unchanged. Should there be a defect determined, it will rapidly be authorized for warranty coverage. 

• Initial Complaint

  Date:07/18/2025

  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.

  My husband and I bought a brand new 2025 Keystone fifth wheel in late April this year. Within a month we realized that there was water leaking out of the shower that had already saturated the wall, ruined some of the wallpaper and caused the wall to swell. We took it back to have it fixed under warranty, they did not fix it, and the problem continued. There is trim falling off all over the place. The ** units do not work well and do not cool the camper to a reasonable temperature. Everything in it seems as cheap as it could possibly be. For instance, the kitchen sink drain was cracked and broken within two months just with normal use. the water tastes and smell smells horrible, like plastic, and we can't figure out how to fix it even using filters, etc., and it has a lot of air bubbles in the water. The mattresses are so hard it feels like you were just sleeping on the wood underneath. There were multiple nails sticking up through the carpet in the loft that the kids kept stepping on that we had to hammer back down. This was listed and priced as a luxury camper and it is so far from that! I wish someone had warned us before we bought so we would not have done so because it is definitely not worth the price that we paid for it!

  

  Business Response

  Date: 07/29/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ************ We are unable to locate Ms. *********** as a registered owner and have not been able to connect via phone.  However we certainly would like to assist with the warranty process to have anything that may be outstanding addressed. We would ask that Ms. *********** contact us in our call center at ************* with her VIN during normal business hours and the representative that answers will be happy to assist. 

• Initial Complaint

  Date:07/15/2025

  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 have confirmed with Keystone that the Power Tank Fill, Memory Foam Mattress with Washable Cover, and Heated and Enclosed Underbelly are features included on the Cougar 28BHS model produced in *******. Keystone has advised that there are regional variances in features based on where the unit was manufactured. Your unit is a Cougar 28BHSWE, which was produced in ******. The items referenced in your Statement of Issues are not included on the Cougar 28BHSWE.Keystone advertises and waves around this amazing package in their High end Travel Trailers but disputes the items on their list when customers challenge the missing items. At no time was I ever informed that some items are at the discretion of Keystone RV. They must honor the full List they advertise on their website. Period.

  

  Business Response

  Date: 07/16/2025

  Thank you for contacting Keystone ** regarding a complaint initiated by Mr. ****** The ** purchased by Mr. ***** is a 28BHSWE (Western) model and the information he is quoting and believes he is missing is for the 28BHS model. Mr. ***** received the correct features for the unit he purchased. 

  Customer Answer

  Date: 07/16/2025

   I am rejecting this response because:
  
  

  At no time did Keystone ever provide to me the difference manufacturing plant information during the sale. What I was provided is attached below. Additionally, their website indicates full list items for all the packages. I demand they honor the full package list that is included in my trailer and advertised on the website. They fraudulently missed other items that were included in their excuse western production but honored it when it was pointed out to them. 
  Now they are attempting to fight me on the final 3 items and Im not going away. Full stop. 
  
  
  
  ****** *****
  

  
  

  
  

  Customer Answer

  Date: 07/16/2025

  At no time did Keystone ever provide to me the difference manufacturing plant information during the sale. What I was provided is attached below. Additionally, their website indicates full list items for all the packages. I demand they honor the full package list that is included in my trailer and advertised on the website. They fraudulently missed other items that were included in their excuse western production but honored it when it was pointed out to them. 
  Now they are attempting to fight me on the final 3 items and Im not going away. Full stop. 
  
  
  
  ****** *****
  

  
  

  

  Business Response

  Date: 07/22/2025

  Thank you for the additional reply however our response remains unchanged. Mr. ***** has received the correct standards and options for the model he purchased. 

  Customer Answer

  Date: 07/23/2025

   I am rejecting this response because:Keystone needs to honor the full Professional Grade Camping Packages as listed on my Invoice and Sales purchase agreement 
  
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Order 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.

  We purchased a 2024 keystone Montana and the have a warranty plus purchased an extended warranty.. Keystone refuses to help resolve payment and reimbursement issues. We were told to send them the broken part and they will send a label to send it back and pay for the repair.. This part was put into the 5th wheel defective. It caused extensive damage to the under carriage of the rig. They have been dragging their feet for 3 months.. **************** person we have been dealing with is ******** ******** ************.. if we cannot get this resolved we will have no choice but to file a lawsuit for repairs and monetary reimbursement

  

  Business Response

  Date: 06/18/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mrs. ************ Her current representative has now received the required documentation and is processing the request as it was originally agreed to. We appreciate you bringing this matter to our attention. 
  
  

  Customer Answer

  Date: 06/19/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am

  hoping they will follow through with what they have communicated they would do..which is reimburse us for what we had to pay for poor workmanship on our 5 th wheel.. 

  
  

  Thank you.

• Initial Complaint

  Date:05/07/2025

  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.

  We purchased rv in late March 2025 used it once at noticed 2 major issues with the brand new rv trailer. The air conditioner did not run more than a few hours before not blowing cold air. The sealant and molding around shower is coming off. We took immediately to dealership to get fixed. It has been over 39 days and the parts still havent arrived to dealership to be fixed. I have called keystone 3 times now and they say there isnt anything they can do to speed the shipping process of the parts.

  

  Business Response

  Date: 05/19/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ********** Parts ordered show as shipped and delivered. Should Ms. ********* have additional questions, our customer care team can be reached at ************* during normal business hours. 

• Initial Complaint

  Date:05/06/2025

  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.

  We purchased a new fun time ** to enjoy with our grandchildren. This ** has been in the shop more than with us less than a year. This time we winterized it as required, got it out to clean it up to use it for the first time this spring. Water was spewing everywhere in the back of the *** According to the repair shop the tank less hot water heater froze over the wintertime. We had purged the waterlines with air as well as the tank and added antifreeze. I do not understand how this could have frozen, none of the other pipes or lines were frozen or busted. I have read a lot of negative feedback on these tankless heaters. We just would like this fixed and the ** back so we can finally use it. As stated above it stays in the shop months at a time and we are not using it yet I am paying for it. Was purchased July 12th (another nightmare) shop July 26 picked up 8/3, (not fixed). 9/13 in for more repairs - picked up 11/13. back in the shop for the water heater issue 4/12 - current.... The fact that it has been in the shop those number of times for a 2024, workmanship is shoddy. my table is still not a bed because it doesn't fit correctly I don't trust it to hold a full size adult. I thought Keystone was one of the better manufactures. Please just fix this so i can continue to try to enjoy this. I have to drive to *********** in June to get my three grandchildren whom adore this thing, and the reason we have it in the first place. It being in the shop has already cost me hotel rooms and missed opportunities with my mother.

  

  Business Response

  Date: 05/19/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ****** Freeze damage, such as what has occurred with Ms. ***** water heater is a warranty exclusion. This would not be the result of a manufacturing defect coverable by the warranties supplied. Should Ms. ***** require further guidance on winterizing her RV, our customer care team is available during normal business hours at ************* and would be happy to assist. 

  Customer Answer

  Date: 05/27/2025

   I am rejecting this response because: I believe these hot water heaters have greater issues than freezing. When my pipes had no damage, this should be covered.  Additionally- my RV is currently sitting at the dealership waiting on Keystone to approve repairs to my roof for the second time. This RV is not even a year old and my entire roof has come off. Totally unacceptable workmanship. This RV has been in the shop for over a month. I have a very important trip planned in two weeks and now will be required to get hotel rooms due to this setback. One very very unhappy camper/ customer and will never buy another ********************** product again. This RV is a lemon. 
  
  
  

  

  Business Response

  Date: 06/02/2025

  Thank you for the additional reply. As the roof complaint was determined to be a warranty coverable complaint, it was approved for the repairs to take place. We appreciate your feedback. 

• Initial Complaint

  Date:04/28/2025

  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 purchased this camper a ******* lantern 17 R on March 8, 2025. I noticed a bubble along the roof line that stands the whole width of the roof and I reported it immediately to camping world of ***************. That report was on April. eight ************************************* to my service advisor. ****. I proceeded to take the camper to camping world of ********* and for them to look at it they submitted the claim to Keystone RV company, and they denied the claim and said that that was normal ! The rubber roof is bubbling and its only a month old and I asked them to fix it and they denied my request. I talked tothe advisor at Keystone and she said that this was normal. It is not normal to have a rubber roof start to bubble and peel back the Structural roof because down the road I am going to have problems with leaks. I have a pre-authorization number from camping world showing where they submitted the claim to Keystone RV company Keystone customer service : ************ PA # ******** they have refused to fix my roof and it is a brand new camper

  

  Business Response

  Date: 05/01/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** *******, seam pops and wrinkles do not affect the performance of the roof membrane. These are the effects of thermal expansion and contraction and would be considered a normal occurrence. We do thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:04/15/2025

  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.

  Purchased a 2024 Keystone ********** in July 2024. During our second camping trip, the awning detached itself from the side of the camper. Keystone is refusing to obey warranty after returning to dealer and dealer advising that the manufacturer is at fault.

  

  Business Response

  Date: 04/28/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******* The complaint was deemed to be caused by something outside of a manufacturing defect by both our company and the manufacturer of the awning itself. As our warranty provides coverage for manufacturing defects only, we have declined participation in this matter. 

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  
  The camper was left camping world for months. Camping world repeatedly submitted information to Keystone advising them the arming arm was not installed properly. That it was installed and not secured to the wood stud causing the arm to come loose and fall from the top of the camper. Keystone however keeps advising that an outside source caused the damage. Knowing if an outside force hit the camper. There would be more damage than what was caused. The awning fabric is not damaged. The extending arm for the awning is not damaged or bent. It is only the arm that secures to the campers exterior wall.  Keystone is denying the claim and knows they are in the wrong. 

  

  Business Response

  Date: 04/28/2025

  Thank you for the additional reply. We certainly wouldn't speculate to what caused this complaint to occur. Our objective was to verify if a defect was present to cause the concern. Neither our company nor the manufacturer was able to locate one. 

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:04/01/2025

  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.

  We purchased a brand new 5th wheel from ****** RV in ********* . On 7/19/2023 , we purchased this trailer with a few scheduled repairs off the start . Those repairs were made and we started using our new camper. The h*** that took place after this transaction was at the fault of the manufacturer Keystone. And some neglegance of Klines RV . First camping trip we were on where it rained , the front master bedroom floods , and continues to flood all weekend, we dont understand why we call the dealer . After inspection we find out there was not ever a seal put on the closet slide from the manufacturer (keystone) . Now our bedroom and closet slide has been flooded . Dealer put seal on slide stated it was left off from manufacturer . Another few camping trips , the bathroom starts flooding every time shower is used . We think maybe its the way the door is ect it happens a few other times we are scared to use it , we bring the issue to the dealer . We find out the shower drain was never connected to the drain pipe . From manufacturer. We find there is also a pin nail from underneath the shower floor that broke through from pressure on the shower floor ( anytime it is used) and the dealer concealed it with a patch. Another camping trip , we realized water is leaking from somewhere into underneath, pass through storage compartment. We take to the dealer 4 separate occasions to have fixed. My husband finally fixes it, and finds nail through pex pipe from the manufacturer. To sum up the rest of the story , we have had tank wash out spray into inside of the trailer . Issues with the power jacks . Issues with latches in the doors and seals on the other slides. Issues with the stove k**** smoking and hot to the touch and then the indicator light stuck on i definitely. Then opened the trailer last spring to water damage throughout the trailer and underneath storage and moldy closet. Finally it is at keystone and we are still getting nowhere and they will not total it.

  

  Business Response

  Date: 04/10/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ********* We have reached out and are currently working directly with Ms. ******** towards a final resolve. We appreciate you bringing this to our attention.

   

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 purchased a new travel trailer from a local retailer of a keystone model 1900RBWE. On the retailer's website and the manufacturers website two items listed as being standard on this model were as follows 1. 12v heating pad on all holding tanks 2. 12v TV, CD/DVD/AMFM/DVD *************** The first of which was a major selling point for me.Neither were included and after reaching out to the Keystone on several occasions. I was told it was a marketing error, and no resolution was offered.Both website still currently list these items as standard

  Customer Answer

  Date: 03/31/2025

  Replacement and installation of missing items

  

  Business Response

  Date: 04/08/2025

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** I was unable to locate the information Mr. **** relays is active on our website for a 2024 Cougar West Coast 1900 however it does appear to be available in the 2025 Cougar 1900. I did complete a search for his unit in particular and was able to confirm that his RV build is correct with no missing components. We certainly appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because:
  
  My unit was listed at manufacturers website and at dealer I purchased from as having 12v heat pads on all holding tanks.  Currently listed at other dealers In My area as having this feature standard in this model and year. 

  

  Business Response

  Date: 04/09/2025

  Thank you for the additional reply. While we would not respond on other companies website postings, nor have we seen them, our response as it pertains to the Keystone RV website remains the same. That being; We are unable to locate the information Mr. **** relays is active on our website for a 2024 Cougar West Coast 1900 however it does appear to be available in the 2025 Cougar 1900.

  Customer Answer

  Date: 04/10/2025

   I am rejecting this response because:

  I received a VM response from Keystone customer service *** confirming that the 12v heating pads on all holding tanks was listed on their site for the 2024 model and that it was a marketing error. The fact that it is not currently listed that way just means they fixed the error. The fact remains it was mis-advertised on their site and the distributors site when I researched my purchase. The attachment taken today shows a listing from a Keystone distributor in ***** advertising it as having the heating pads as well.