ComplaintsforKeystone R V Company

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our camper has numerous issues right of the factory that Blue Compass in ************* has been waiting to repair but apparently they keep getting push back from Keystone. Look, my RV has been at the service center for half a year (longer than Ive owned it), so this is getting ridiculous. Please approve the warranty claims, and reach out to the dealership and work with them to fix the solar charge controller (inverter outlets not working when not plugged in) and the iNCommand system that has never worked.

  

  Business response

  02/23/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. Any and all warranty complaint have in fact been authorized on this unit including the latest submitted to us for consideration this month. I show no holds on authorizations however we will happily discuss further as we are disheartened to see Mr. ******** level of frustration in this matter. We can be reached directly at ************* during normal business hours. 

  Customer response

  02/23/2024

   I am rejecting this response because:
  
  This is not true. Attached is a text I received from the dealership today about the in command system being rejected for warranty. 
  

  

  Business response

  03/04/2024

  We do not carry that warranty therefore it would not be approved through our company. The company who carries the warranty provides warranty approvals and/or denials. 

  Customer response

  03/04/2024

   I am rejecting this response because:
  
  I purchased this camper brand new and I expect everything to be working on it. I expect Keystone to ensure this camper is repaired correctly. This is my second Keystone purchase and **** be last if these warranty issues arent handled better. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 springville mini by Keystone camper. From the first time we took it off the lot we had many complaints, table bed couple was broken, gutter was damaged didn't work properly, awning **** was broken on one side, and other small issues.I bought the extended warranty, our original warranty ran out as of August 3rd 2023 1 year after day we brought it home.We didn't use it much infact only once did I take it 100mile round trip for a 5 day work shutdown. 4 trips now to colton ** to redue repairs over and over again.August 15 or 18th we noticed there was a major leek, unknown even to this day where it is leaking. I called that Friday, and was told to bring it in that coming Tuesday. That Monday I called to verify if they were still expecting it, I was told no they couldn't get it in for 1 month. Believe it was September 16th, so to protect the ** I bought and lathered through the roof sealant to try and solve the problem myself, at this point the gfi was affected by water damage.Anyways it did not work, so when we did eventually get to take it in, they said they completed the work order and it was ready for pick up. I had to pay for se**ices inorder to take it off the lot.We took it camping that weekend, not only was it still leaking but now none of the outlets were working, and the gfi just kept beeping.I once again scheduled to have it looked at, inwhich we stated we were low on funds and scrapping by so if it wasn't covered by extended warranty, them "colton **" or keystone then not to do anything.I called numerous times over the next 2 and a half months, with little information given and them beating around the ****, not giving much information and false promises of someone getting back to me. now as of Jan 10th 2024. They finally call and tell me they fixed it and I can come get it, come to find out extended warranty did not cover repairs, which were not repaired. It was to cost almost 2200, we stressed how upset we were, and the turmoil

  

  Business response

  01/26/2024

  **************** purchased a 2022 Springdale travel trailer in August of 2022, he came in for some repairs as mentioned in October of 2022 as mentioned, and then again in the fall of 2023.  The biggest concern was a leak in the roof of the **.  At this time we have patched the roof and performed a seal test to ensure that there are no leaks present.  Looking at the ****** appears the roof had to be patched because of a tear.  What is hard to determine is if the tear is caused by a manufacturing defect or physical damage.  The bright side is that either of these causes can be a reason to get the ** covered by the manufacturer or by ******************** insurance.  We will determine the cause of the tear and work the appropriate channels to get the repairs complete and covered, and hopefully get reimbursement for **************** on the money that has been paid out of pocket.  As a dealership, we can not exchange or buy back an **, but we will work diligently with **************** to resolve these issues.  

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  01/26/2024

  Tell usBetter Business Bureau:
  
  The issue was not resolved as of yet. Infant since the unit was redelivered Jan 25th, the issue seemed to have gotten worse. As on delivery i noticed there had been water running down the wall during transit.
  I was advised to hold the unit for 1 week, as they felt the issue may have been due to condensation build up. Jan 26th, during rain I inspected to unit and found there were several active steams of water running down the walls. 
  Yhe sole purpose of me purchasing this unit was for means to travel for work, this unit has only been costing me thousands per week being unable to fullfill its duty.
  As the consumer, i feel the dealership should be doing their very best to resolve all issues and expenses out of pocket cost. I strongly believe this issue is due to manufacturers faulty assembly, and they should also have to make appropriate actions to make things right for Colton ******** also believe this should not be on my insurance, as this unit was not properly manufactured.
  
  Regards,
  
  *************************
  
  

  

  Business response

  01/30/2024

  Based on conversations with the customer we will pursue getting authorization for Keystone to fix the roof.

  Customer response

  02/04/2024

  The issue is unresolved as of this time.

  My concern is that this leak may not even be because of the roof. It seems like it maybe due to the front wall panels outside the unit, that would be faulty from the factory.

  It could be that the front marker light was never properly installed from the factory, one side was never fastened properly, nor caulked. 

   

  i was informed roof was double coated with sealant, I believe them meant only the small area where a possible tear may have been. *****" section with a 7-9" double coated area.

  I'd like to know if Keystone has returned any calls or emails after colton ** has reached out to them?

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

  
  

  

  Business response

  02/05/2024

  We have been in communication with Keystone and they have requested additional documentation.  *****, our Service Advisor, will reach out with an update.

  We will also ensure that there is no additional source of the leak.

  Customer response

  02/09/2024

  The issue is still unresolved, at this time.

   

  
  
  
  

  
  

  

  Business response

  02/29/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. We will contact him directly to see how we can help. We appreciate you bringing this matter to our attention. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 2023 ******* Lantern 17B brand new in July of 2023. There is water intrusion all through front cap area and side. There is area no sealant was ever applied around the ** shroud from factory. S**** exposed on top termination bar, there was never no sealant on the s**** from the factory nor was it caught before delivery. The sealant was spongy. The moisture meter showed some areas have over 60% saturation and there was mold inside the camper next to the bed. Based on how much it would cost to fix, it would be more than what it would cost to probably replace the camper with the issues and possibility of mold in other areas of the wall, I do not believe they can remediate it, and the tech that looked at it did not feel like they could remediate it to keep its value. On the initial call January 2024 they gave me the information for a mobile tech unit RV care pros. Ive had to call several times to check to see on the information submitted by RV care pros. It has been back-and-forth with them accepting what the Keystone certified technician provided them, they continue to stay. I need to take it to a dealership to have the same thing done. It has been weeks to try to get a hold of them and make this work, as I am in an extended stay in the camper. I have had to call to get any information or confirmation of what they received. They have not worked with me to try to figure out ways to assist in getting it to the dealership or what to do while it spends all day at the dealership getting assessed again, when I will have distressed animals, stuck in my car for the day. No additional assistance has been provided to figure out any way to remediate the issue caused by their negligence.

  

  Business response

  02/29/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. We are certainly sorry to hear of the troubles ************** has had. We are working diligently to bring this to a fair and reasonable resolve and most importantly take care of our valued customer. We will reach back out to ************** to discuss further. Thank you for bringing this matter to our attention. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2022 Kodiak travel trailer from ************************************ in January of 2023. It came with a 1 year manufacturer warranty. During the summer of 2023 I noticed the outdoor kitchen door was warping to where I had to lean into it in order to lock it. I took it into *************** for them to fix the door. The techs found 2 different entry points of water due to poor workmanship from the manufacturer. The first being they had broken screws, screws that were too long and also screws that were sunk in too deep and nothing was sealed properly along the edge of the frame for the outdoor kitchen door which allowed water in. The second issue was the manufacturer drilled too large of a hole under the awning arm to run 2-3 very skinny wires and then they did not seal anything and that also allowed water in. So there is now water damage from the rear passenger side of the camper where the outdoor kitchen is to the bedroom in the front of camper. So the entire passenger side of the camper wall needs to be replaced including the laminate wall. ***** told Keystone they need at least 90+ hours in labor alone and that that doesn't include anything else that needs to be replaced. Keystone is arguing with them that they do not need that much time. ***** and I have tried unsuccessfully on numerous occasions through phone calls and emails to get answers. As of last week the camper has been in *****' lot for 60 days. I'm paying on something that is not in my possession and cannot be safely used. I was told by ***** that as of right now it is not structurally safe with the current water damage and swelling of the wood and they have been doing everything in their power to get us some results. Keystone has to be held accountable and this needs to be remedied ASAP. I want the camper fixed so its safe and useable again or I want Keystone to buy back their defective product and refund all money and give me something that has been built properly.

  

  Business response

  02/09/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. We are addressing his concerns fully through repairs and look forward to getting him back into his recreational vehicle and camping upon completion!

  Customer response

  02/10/2024

   I am rejecting this response because: This is such a generic and canned response that is not acceptable. They only started contacting us because the BBB and consumer products division got involved. As of todays date February 10, 2024 our camper has been sitting in the lot of *************** for 79 days. Keystone has been fighting us and ***** on the needed repairs and wanting ***** to cut corners which they refused to do. Keystone KNOWS the entire passenger outside wall needs to be replaced they, ***** and myself have the pictures to prove the water damage and wood rot. But their response to us is when the camper gets picked up which won't be until March 11 (109 days on that date) they have to do a visual inspection and then order the wall which can take another 3-4 weeks. They KNOW the dimensions of the wall and it should be ordered NOW not in another 2 months. And then they state another 3-4 weeks to do the repairs. That puts us at the end of May WITH NO GUARANTEE that it will be completed. As of February 2024 we have paid out to our loan company $1500.00 on a camper that isn't even in our possession nor can it be safely used. Waiting on completion at the end of May (MAYBE) puts us out another $1500.00. We also asked for pictures as the work is being done and they refused. Knowing that their company is the reason behind all this damage they should have at LEAST offered us a loaner but "that isn't an option" according to their customer care. We asked if the ********************** was willing to reimburse us for the time without a camper and their response was "it would be a goodwill gesture if Keystone decided to do so. And that wouldn't happen until AFTER the camper is back in our possession and at that time would do a review" So we know how that will turn out. So NO we are not happy with their response and expect them to offer us SOMETHING IN WRITING which of course they refuse to do.

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

   

  
  

  

  Business response

  02/23/2024

  Thank you for the additional reply. We certainly understand the frustrations and will work diligently to remedy all complaints once at our facility for repairs. Our only goal is to reach a complete resolve in this matter. 

  Customer response

  02/26/2024

   I am rejecting this response because: Once again, generic, canned responses. There are pictures attached of the destruction THEY CAUSED by poor workmanship. This is their s**** up NOT OURS. The picture of the HUGE HOLE for 3-4 tiny wires was something that they wanted *************** to just "fill with silicone". REALLY?!? Because the damage was already done, the water had already entered the camper and warping everything. If they truly "understood our frustrations" they would be giving specific answers and/or remedies NOW not once the camper arrives for repairs. But they don't care, and answers won't be given. We have been down this road already with Keystone with unanswered emails, returning phone calls that never happened etc. Here are 2 people in particular that kept "passing the buck" ********************************* (regional dutchmen) and *************************** (customer care). 

  The pictures of this water damage make the camper look like it was sitting out in the elements FOR YEARS! All due to their carelessness. I'm not letting this go until I get some sort of satisfaction from the company. Like specific answers. IF and this is a big if we get our camper back by the end of May, we will be out $3000. Where's the compensation? Where's a loaner? or a replacement? These are simple answers that they can give IF they really understood our frustrations. We all know what will happen if "I agree with their response". They will think everything is ok and then when we start calling looking for answers and updates no one will give us any information and we will get passed from person to person with empty promises.
  
  

  
  

  

  Business response

  03/04/2024

  Our company will remedy all warranty complaints thoroughly with full explanations as to the repairs being done once the ** is in for repairs. Again, while we would not be able to remove the frustrations, we intend to resolve the complaints. 

  Customer response

  03/05/2024

   I am rejecting this response because: Again, generic responses. ***** wants to give any specific answers. This is where part of the frustration is. They KNOW they don't plan on helping out in any way shape or form. They argued with *************** that it shouldn't take their service team more than 22 hours to fix all the issues. But yet they (Keystone) say they need 2+ months?!? And this ***************************** place AFTER Keystone seen all the videos and pictures of the damage they caused by employing incompetent people. So this will continue on until I get something in writing from Keystone on what they are going to do to make things right. And I'm tired of hearing "everything will be done within the warranty". Yes it will, and the only reason they know they have to honor that warranty is because the consumer protection agency is eagle eyes on them. My camper has been sitting at ***** for almost 4 months now and with every snowfall and rain we get the damage is GETTING WORSE! But of course they keep taking their sweet time and not until formal complaints have been filed against them do they "want to make things right" which now puts the repairs into the camping season. This will keep continuing on until they give me SPECIFIC answers. 
  
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against keystone rv and rv one/blue compass ************* I purchased a new 2022 raptor 352 toy hauler on 2/23/2023 from rv one/blue compass ************* for a total of $92,085.00 These are just the major issues theres too many issues to list.1) Awning over the back door doesnt open - denied customer pay 2) 6 point *** jacking legs dont work properly- campers not level - deemed customer pay 3) roof is full of bubbles - denied no issues 4) bathroom toilet wobbles side to side - structural under floor issues 5) on demand hot water doesnt work properly - deemed customer pay 6) generator doesnt work- gas line wasnt even connected, connected gas line and it still doesnt start. Spent $1000 for a generator so we could go camping. Advised to have onan repair 7) hr meter keeps registering hrs even though the generator has never ran (3500 hrs)8) has recalls for solar panel and gas pump controller was told the recalls are closed its my problem 9) pulley mechanism for slide is pulling out of the wall 10) fender flares are cracked 11) many broken or loose screws 12) molding loose thru out the camper - not warranty they said 13) garage benches the screws are stripped and the benches just sit on the brackets 14) kitchen drawers are extremely hard to open 15) no molding on inside of front door from stair latch to the floor. RV ONE /BLUE COMPASS ************* 1) we made a list of items to be taken care of and nothing was done. They didnt even clean the camper.2) kitchen countertops were all scratched up 3) closet doors were off the track, track was loose 4) only half the 3 season door was there. Sent me the other half and I installed 5) didnt register the camper with keystone for warranty until the middle of august. 6) they werent supposed to give me the camper without the recalls done and then lied and said the recalls are done and they are not. THIS CAMPER SHOULD BE REPLACED I DIDNT BUY A REFURBISHED CAMPER.

  

  Business response

  02/09/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. We are certainly sorry to hear of the concerns **************** has had and would love the opportunity to assist with explanations of what would or wouldn't be a warranty covered complaint. We encourage **************** to reach out to our ************* Team at ************* during normal business hours to accomplish this. 

  Thank you for bringing this matter to our attention. 

  Customer response

  02/13/2024

   I am rejecting this response because: Ive already been in touch with customer care and didnt accomplish anything. You have my contact information please feel free to have a manager contact me. Im sure someone in charge wouldnt accept this camper the way that it came out of your factory. *** wanted a raptor for the last 10 years , I finally get one and regret every minute of it.
  
  
  

  

  Business response

  02/21/2024

  Thank you for the additional reply. ******************** representative has been in further communications with him directly. 

  Customer response

  02/22/2024

   I am rejecting this response because:
  Because its a LIE!! NO-ONE HAS BEEN IN CONTACT WITH ME. FEBRUARY 6, 2024 IS THE LAST CONTACT I HAD WITH ANY ONE REGARDING THIS JUNK CAMPER!!! ????
  
  

  

  Business response

  02/23/2024

  Thank you for the additional reply. I am unable to locate the miscommunication within our last response and would leave our reply as unchanged at this time. We certainly appreciate the communications. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new 2022 Keystone Cougar 275GS on 6/24/2023. It has been at Delmarva RV for repairs since 08/31/203. It has had so many issues between things assemble backwards, delaminating cabinets, shower wall buckling, outside compartment door filling with water, mirrors delaminate. Repair shop tells me they are built cheaply. Went to pickup unit after they say issues were fixed but were not. Walked in bedroom and the roof is leaking. Water coming out of ceiling around A/C vents. Bed mattress was very wet. Slide would not close. Was told solar panel will not keep battery charged while sitting there. Well thats not what the Keystone manual states. Was told keystone miss leads their customers. Was told roof vent was open which caused roof leak. But there was no water anywhere near roof vent. So if vent was open there would be water right in that spot. So now camper smells moldy. I am afraid this is going to turn into a health issues. I owned a 2012 Heartland for years no issues. So as of 01/10/2024 My camper is still at Delmarva RV.

  

  Business response

  01/23/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ****************. We are certainly sorry to hear of Ms. ******* concerns. It appears that the warranty put in place to protect our consumers from manufacturing defects has ensured that these complaints were addressed fully as we show none remaining outstanding. If now or in the future, defects in materials and/or workmanship may arise, we encourage **************** to seek assistance through an authorized dealership. Thank you for bringing this matter to our attention. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ******* 1805RB travel trailer manufactured by Keystone that I purchased from Camping World has a safety issue with the operation of the Dometic brand furnace that was installed at the Keystone factory. The service technician at RV's.com (a.k.a. Camping World) in Cicero, ** has confirmed the problem is due to the design and installation methods and materials used by the Keystone factory. The installation does not meet the furnace manufacturers minimum ductwork requirements and is causing the furnace to cycle on high-temperature limiting. This is clearly listed as a life safety issue in the Dometic furnace installation manual. The technician has confirmed that the furnace operates properly when provided with proper airflow and has recommended adding additional ductwork to resolve the issue as described in the installation manual. I'm told the service center has been in contact with Keystone multiple times over approx. 8 weeks with no resolution.I have personally contacted Keystone multiple times to resolve the issue but have been told repeatedly that the solution proposed by the technician would be a modification and Keystone does not recommend any modifications. When I've asked for a solution, Keystone has not been able to provide any solutions.See the attached email correspondence for additional details.Additionally, RV's.com charged me $335.51 plus $26.84 sales tax for a total of $362.35 to determine that this is a manufacturer's issue and to provide the materials ordered from Keystone to make the recommended repairs. Of this total I was charged $105.41 plus $8.43 sales tax for a total of $113.84 for "Freight" for two small packages shipped via *** ground service that I could have had delivered via the same method for less than $10. See the attached invoice and *** tracking labels for details. I'm requesting that the necessary modifications be authorized by Keystone and that I be reimbursed $362.35 for the currently incurred costs.

  

  Business response

  12/22/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. We are sorry to hear of his frustrations in this matter. A representative from our company will reach out directly to discuss this concern thoroughly. 

  Customer response

  12/27/2023

   I am rejecting this response because:

  I'm concerned that the response from Keystone is only an attempt to receive a favorable response to this complaint. I have been promised multiple times over several weeks that someone from Keystone would contact me with a resolution but I have yet to have anyone contact me. I also believe that Keystone has all the information required to commit to resolving the issue. I want to point out that I'm not asking for a warranty claim, I'm asking Keystone to resolve a safety issue caused by the design and manufacturing of my RV not following the furnace manufacturers installation requirements.

  I will gladly update my claim with a positive response if I am contacted by Keystone with an honest effort to resolve the issue.
  

   

  
  

  

  Business response

  01/09/2024

  Thank you for the additional response. It appears that we have been in contact with ****************** multiple times since our reply and the concerns have been addressed completely. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ADVERTIZING ON LINE PAID $23,000.00 COMPANY KEYSTONE RV CAMPING WORLD OF ******* ** PURCHASED 04/14/23 THE SPRINGDALE **** K MINI, IS A LEMON PER LEAGAL DEFINITION THE INITAL AND CONTINUING CONDITION; FEW OF THE MANY, MANY ISSUES HAVE BEEN ADDRESSED. POOR CUSTOMER SERVICE, POOR FOLLOW THROUGH WITH REPAIR ISSUES ISSUES BEGAN ON 06/14/23 THE *** I MOVED INTO THE TRAILER. FLOODING IN THE TRAILER, NO HEAT, NO HOT WATER ENTRANCE DOOR LEAKED, INAPPROPRIATE PLUMBING AND EXTERNAL **************** THIS VECHILE IS UNSAFE AND POORLY MANUFACTERED. I HAVE OVER 75 PHOTGRAPHS, EMAIL, TEXT MESSAGES AND INVOICES THAT DEMONSTRATE THE ISSUES i AM DESCRIBING I CANNOT IN GOOD CONSCIOUS RESELL THIS CAMPER/TRAILER KNOWING HOW DEFECTIVE AND UNSAFE IT IS .I WANT A FULL REFUND. MY EXPERIENCE WITH ******* HAS BEEN AN UNSAFE NIGHTMARE THAT HAS CAUSED ME PHYSICAL AND EMOTIONAL HARDSHIP HARM.Regards,***************************

  

  Business response

  12/22/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by *******************************. We are currently in contact with ******************** with the goal of resolving anything that *** be outstanding. We appreciate you bringing this matter to our attention. 

  Customer response

  12/27/2023

   I am rejecting this response because:
  Mediation has finally been scheduled with Keystone on 01/09/24   After 3 attempts by myself, and their unwillingness to proceed with Mediation.

  I do not wish the close this complaint until the Medication attempt has been completed.  If I am satisfied with Keystone's eitical and profressional response to my sigificant conerns and responds approriately by taking responsiblity fo a Camper/Trailer that is poorly constructed, unsafe, and should be resold to anyone, then I will deteermine if I will close this case.

  I am requesting a full refund for the purchase, as I cannot in good concious ever sell this to anyone knowing the true status of the Camper/Trailer and the many months I live in extremley difficult conditions.

  I have in excess of 75 photographs, ***** pages of emails and text.  I have invoices for my out of pocket costs for necessary items I was required to buy as well the outragious service call amounts

  This Camper/Trailer is eligible to the ****** LAW"  

  Thank you for your attention is this important matter.  I appreciate your participation and assistanc.

  I look forward to your response

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

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Camper purchased October 2, 2023 from Camping World located in **********, ** Loan purchase for $82K New camper with no issues and/or damage was purchased but now there are many known issues with this "NEW" camper, the primary concern at this point is the furnace. A technician has attempted to fix the issue 5 different times. Issue is still unresolved as the tech fixes one issue; this issue is still unresolved only to find another issue with the furnace. The issue started outside of the camper from flooding because the mfg. did not patch in the hole, then the issue escalated all the way to the mother board. Other issues have been found on this unit in little over a month of purchase. Bent frame on window letting a lot of cold *** in, molding on slide is falling off, outlet pulled out of the wall completely due to poor mounting, Max *** fan blinks constant red light does not stay open, Screws coming loose from the wall making molding above door fall off, multiple staples under floor ripping floor all throughout the camper. Shower was leaking water on bottom due to poor caulking, caulking on shower was only done halfway over. When issues regarding the camper were brought to the attention of Keystone, they stated that this would fall back on Camping World since the camper was purchased from the location directly. All issues related to the camper are defaults on the manufacturer, Keystone. I have attempted to speak to both Keystone and Camping World, to which either will not agree to any resolution. At this time, we will be contacting an attorney regarding lemon law. We would like to come to a resolution, but unfortunately at this time neither responsibility parties are willing to negotiate.

  

  Business response

  12/07/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ************************** We are certainly sorry to hear of the issues encountered and would like to assist with having them fully remedied. ******************** customer care specialist will reach out to her directly to ensure a complete resolve. Thank you for bringing this matter to our attention. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint as I've had countless issues with my 2022 Dutchmen Voltage Triton ****. Our RV has had many issues and have been unable to schedule repairs within the expiration of our manufacturers warranty period. When attempting to schedule repairs, every repair service nearby our home is booked out as little as 4 months out. With this being said, it is physically impossible for us to have had these repairs in time for our warranty to have expired and we were deliberately told Dutchmen would not attempt to help us in this matter. Our biggest concerns are that there is subsurface mold and wood warpage that has accumulated up until this point. There are no seals or anything the consumer (myself) could have possibly have done to prevent this manufacturers defect. Our family has been suffering from illness directly related to sleeping in this moldy environment, which is what surfaced the need to seek out what could be leading to this illness. We were forced to not enter our RV any longer once pinpointing these concerns. We went as far as seeking out aid from insurance. however we were informed due to this being a manufacturers defect... We will not have any help from insurance. All of our belongings smell like mold, it is a hazardous environment to be in feeling cornered and out of options. There are many other repairs we were seeking out in our last month of warranty, but with such booked out timings. it has proved that we are having no luck in this matter. I do not know if this RV will be safe to put my family in again.

  

  Business response

  12/07/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by ***************************. We are disheartened to learn of the concerns **************** is having and would like to make sure any manufacturer defects are addressed fully. His customer care specialist has been attempting to reach him directly and will continue to do so with the goal of complete resolve. We thank you for bringing this matter to our attention.

  Customer response

  12/07/2023

   I am rejecting this response because:
  
  I would like my case to remain open until this is fully resolved. There were attempts to reach out to me because we were waiting on documentation to be provided from insurance. I truly hope this concern can be fully remedied. 

*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. ↩