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.

close

Find a Location

Keystone R V Company has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Keystone R V Company

  2642 Hackberry Dr Goshen, IN 46526-6811

  
• 

  Keystone R V Company

  PO Box 2000 Goshen, IN 46527-2000

  
• 

  Keystone R V Company

  12628 SE Jennifer St Clackamas, OR 97015-9046

• 

  Keystone R V Company

  3000 Westgate Pendleton, OR 97801

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:12/11/2024

  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.

  Since I have purchased this camper I have had issues off and on for various items. However, the most recent is that the camper is leaking in the front cap in the bedroom and Keystone is telling me that I have to pay for it which is not acceptable. Was told in writing the issue submitted is not considered a warranty defect in materials or workmanship! Seriously how can it not be? Talk about not standing behind your product! I ordered this camper brand new and should not be having any problems. So I would like this looked into immediately!

  

  Business Response

  Date: 12/19/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******** in reference to his 2022 Passport 229RK purchased on April 13 2022 . We did receive a submission for repairs of this complaint in October of ********************************************************************************* workmanship. We do appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:12/10/2024

  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 am a disabled veteran and I purchased a new 2024 ******* 17R in May of this year as part of my treatment and management of condition. Less than six months later, the breakaway and electric braking system caught fire while the vehicle was sitting still. The entire system melted and will need to be replaced. Additionally, the axle will need to be repaired and the bearings repacked. Keystone immediately rejected this as being a manufacturer defect despite the electric brake system attempting to engage when the vehicle was NOT IN MOTION. This company does not stand behind its products. I will be filing an additional complaint with the ** business office, as well as filing a lawsuit directly against this manufacturer. A 6-month old RV catches fire while stationary and it was working as designed?

  

  Business Response

  Date: 12/19/2024

  Thank you for contacting Keystone ** regarding a complaint initiated by Mr. ****** The breakaway switch is a safety device that activates the **s brakes if the ** becomes detached from the tow vehicle. Whether the ** is in motion or stationary, if the breakaway pin is pulled, for a period of time melting of wires and the breakaway box can occur. 

  We are sorry to hear that this occurred however it would not be a defect in the product. 

  Customer Answer

  Date: 12/22/2024

   I am rejecting this response because:
  Based on advice of counsel. 
  
  

• Initial Complaint

  Date:12/06/2024

  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.

  In August 2024 we noticed a diagonal separation emanating from the lower left corner of the bedroom slide. We notified Keystone about this as this seemed to be a structural weakness. We were told it would be warranty but they want to do only surface repair on the outside of the trailer body. The body shop repair person says the structural frame of the trailer needs to be exposed and repaired for this to prevent further damage. The body shop person feels that the weakness will only recur again as their is an apparent structural frame flaw and as a surface repair would be insufficient. We do not want to be held liable for damages to 3rd parties and ourselves if the trailer breaks apart travelling on the interstates. This 5th wheel will be 2 years old December 19/2024 and the structural warranty covers 5 years. This warranty repair should be performed according to safety requirements; Keystone merely wants to surface repair. Additionally we have had a very squeaky floor in our bedroom that started at 6 months after purchase that we believe signaled this structural flaw early but was disregarded. Lastly, there is a tear in the flooring in our dinette slide that began at 6 months and this too was denied with the claim that it is wear. The flooring has warranty for 2 years as well. I would like Keystone to honor their warranty and fix our 5th wheel according the safety standards to maintain the integrity of our trailer.

  

  Business Response

  Date: 12/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. *********** We received some of the information required yesterday for this complaint. I do not know where the miscommunication from, however have not relayed the repairs that will need to take place as of yet. We will provide that promptly upon making a determination. We do thank you for reaching out.  

  Customer Answer

  Date: 12/13/2024

   I am rejecting this response because:
  Keystone has not provided any information as to whether they are going to repair this as warranty. We need to have this information and plans on how next to proceed as we will not be staying in **** and having the current rv repair company repairing our 5th wheel as they are unreliable and do not have the facilities to properly repair this structural issue.
  
  

  

  Business Response

  Date: 12/18/2024

  Thank you for the additional reply. Keystone will reply upon receiving all facts from the dealer requesting to complete repairs. Previous to this, we would not provide an answer on warranty coverage. 

  Customer Answer

  Date: 12/18/2024

   I am rejecting this response because:
  The Keystone company has delayed a more acceptable response claiming they need facts from the dealer. We cannot close this as we are not sure they are going to honor their warranty at this time. We are waiting further information before we can make a more educated decision. 

  

  Business Response

  Date: 12/19/2024

  Thank you for the additional reply however it does not appear that there is additional to reply to. We appreciate you reaching out again on this matter. 

• Initial Complaint

  Date:12/05/2024

  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.

  We purchased our 2022 Dutchmen Atlas 2202RB new. The fiberglass walls are now separating on our camper on both sides of the slide. The outer gel coat has air behind it. Their warranty clearly states:Structural means the RVs (i) main steel frame and steel support members (outriggers and cross members) (ii) exterior sidewalls, laminated or non-laminated, including fiberglass, aluminum siding and wall studs (iii) floors, laminated or non-laminated, including decking and floor joists (iv) roofs, laminated or non-laminated, including decking, roof rafters and roof material installation (v) fiberglass cap(s) including paint application, and windshield installation (does not cover damages such as, rock chips, dents, scratches, or failure to maintain) and (vi) slide-out box, exterior sidewalls/end walls/roofs/floors, skeletal framing, decking and roof material installation."The dealership (Camping World, ******* **) has informed me the manufacturer has denied the warranty, claiming lack of "maintenance" I received this correspondence from the dealership:We didnt see where there were any holes allowing water in, I was stating that that is what commonly separates the filon from the wood behind it. In your case we could not determine why it separated because we did not see or feel any water damage.Based on this statement from the dealership, there are no defects causing water intrusion that would have created the separation issues we are experiencing. We would like the manufacturer to stand behind their written warranty.

  

  Business Response

  Date: 12/13/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** We have relayed a denial in this matter as we have net been presented with a defect as it pertains to the structure of Mr. ****** RV. We will certainly be happy to discuss the proper maintenance of the seals to ensure no future water infiltration should Mr. **** like to reach out to us. This information can also be found in the Owners Manual provided at the time of purchase. We appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:

   The dealer has clearly stated:

  "We didnt see where there were any holes allowing water in, I was stating that that is what commonly separates the filon from the wood behind it.  In your case we could not determine why it separated because we did not see or feel any water damage." (Per Email - Screen Shot is attached)

   

  I adamantly disagree that I do not maintain my trailer.

  This unit is hand waxed twice a year.

  I use the Camco Rubber Roof Cleaner and Protectant prior to winter storage.

  It is washed multiple times each camping season.

  Keystone/Dutchmen should be standing behind their supposed 'industry best' warranty as I will again reiterate the dealerships statement "In your case we could not determine why it separated because we did not see or feel any water damage."

  There are NO Leaks, which has been confirmed by the servicing dealership.
  
  

  
  

  

  Business Response

  Date: 12/18/2024

  Thank you for the additional reply, however the maintenance that would effectively prevent water infiltration would be maintaining the seals. We certainly encourage washing and waxing however seals are imperative to avoiding water infiltration. We would be happy to discuss maintenance requirements further or they can also be found in your owners manual or on our website at ********************************.

  Customer Answer

  Date: 12/18/2024

   I am rejecting this response because: THERE IS NO WATER DAMAGE.  Keystone RV is denying this warranty claim based on there being water damage. CAMPING WORLD HAS REPORTED THERE IS NO WATER DAMAGE. 
  
  
  

  

  Business Response

  Date: 12/19/2024

  Thank you for the additional reply however our response remains the same. 

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because: Keystone RV continues to deny this valid warranty, based on their opinion of seals not 'properly maintained', though their dealer has clearly state there are no indications of water damage. If there is no water damage, the seals and roof are not compromised. I am now taking the matter to my ******************************
  
  
  

• Initial Complaint

  Date:11/15/2024

  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.

  We bought our 2023 ******, Model 421, on June 2, 2023. In August, 2023, was our first trip for warranty work-generator not working, side by side freeze not keeping food frozen, bedroom slide leaking, leveling system not working. This was not the complete list, but the major ones. Every time we pick it up from the dealer to go on camping trip, we have to take it back for something else, including the bedroom still leaking. In May, we took back due to the bedroom slide still pour water when it rains. It stayed in the shop for 6 weeks this time to rebuild the bedroom slide due to a manufactory defect. We picked it up the end of June during the drought in **. In September, when it starting raining again, the slide began to leak again. We were camping, so we covered the slide and took it back to the dealer on October 16, 2024. I received a call from the dealer stating the main steel frame had broken and that ******* would have have to come inspect it. Time frame was 8 to 12 weeks out. ******* stated they would be glad to do a complimentary inspection when there is a 3 year structural warranty. The inspection is supposed to be done on November 20, 2024. Even after the inspection, it could be 3 to 6 months before we get it back. Out of the 15 months that we owned this camper, this camper has been in the shop now 12 1/2 months. We are still making payments and insurance payments monthly, with no exact time frame to get it back or even if we will get it back. We are in a black hole with n93o end in sight . My husband is a Veteran of the *******. E6.

  

  Business Response

  Date: 11/27/2024

  Thank you for contacting keystone RV regarding a complaint initiated by Ms. ********** We are currently in direct communication and intend to authorize any manufacturing defects that may remain as outstanding. Our goal is resolve as timely as possible. We thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 11/29/2024

   I reject the response because:   The only communications I have had with them is when I called them.   My last call with ******* ***** in ***************** I was told ********************** was done with my Camper and ******* would fix it.  I advised I did not buy my camper from *******, I bought it from Keystone.  My camper has been sitting at the Dealer since October 16, 2024, waiting on inspection from ******* which occurred on November 20, 2024.  The tech told the dealer that it would be another 6 to 8 weeks before he comes back to repair the frame.  Then the dealer will have to completely rebuild the bedroom.  With all the delays from *******, it will be the end of January or the first of February before the camper is fixed.  How is 3 1/2 to 4 months timely?  On top of this, since June 2, 2023, when I bought this camper, I have only been able to camp in it 3 mon.

  
  
  

  

  Business Response

  Date: 12/06/2024

  Thank you for the additional reply. We will continue to maintain communication as needed through the repair process. Ms. ********* has direct contact for her representative should she need anything in the meantime. 

  Customer Answer

  Date: 12/06/2024

   I am rejecting this response because:  The camper has set on dealers yard since October 16, 2024 with only an inspection being done by *******.  I received a call from my contact at Keystone for the first time today, 12/6/2024 to advise camper is being transported to ******* the week of 12/9/2024 and will probably not go into shop until Feb due to being booked for January, 2024.  We will possibly get back in March, 2024.  It should not take 5 months or more to have this camper repaired.  This is unacceptable.
  
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  Trailer picked up on 11/6/24 with a scratched countertop. An attempt was made to fix the scratches that was unsuccessful. Damaged section left of the cook top needs to be replaced to resolve this matter. Trailer was sold by ************* in *********, **.

  

  Business Response

  Date: 11/20/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******* We are sorry to hear of the concern with countertop scratches however we can certainly help get this resolved in a timely manner. A Keystone RV representative will reach out to Mr. ****** directly to assist in this process. We thank you for bringing this matter to our attention. 

• Initial Complaint

  Date:11/08/2024

  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.

  Bought keystone 316rls midnight edition camper in May problems with unit first day out shower doors broke. A/c broke microwave broke and other items. Total poor workmanship. Now denying warranty claim for shower doors due to them not covering glass . Would never give good opinion of Keystone again

  

  Business Response

  Date: 11/14/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ***** In reference to the shower doors, there is not a defect present that caused the glass to break. We wouldn't attempt to guess at what happened to cause the shower door glass to break however in an effort to assist Mr. ***** we have provided a goodwill gesture because we value him as our customer. Mr. **** has been notified by a member of our ************* Team of the good faith gesture. We appreciate you bringing this matter to our attention. 

• Initial Complaint

  Date:11/07/2024

  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.

  We bought a Keystone 2024 Cougar we have had since February 2024. Since that time we have had heating & air issues, refrigerator and Black and Gray tank issues for 10 months. We have had repairs done and then 2 months ago we finally had to bring it into the Dealership. They had it for two weeks and said it was ok. Then we got it back two weeks later having same issues on the heating and air, the refrigerator was is icing up and freezing our food. We have gone around and around with Keystone and the Dealership. They said we need to bring it back in. This is not acceptable because of trying multiple times fixing it. We just want our money back and find another company besides Keystone. Also we have called there people who built the on Command System and the Furrion Company and get no where. It will be going on a year. We should be retired and not having so many issues. Thank you.

  

  Business Response

  Date: 11/20/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ******** We have received requests for repairs since Ms. ********* purchase in October of 2023. Of these requests, all concerns deemed warranty have been authorized for the needed repairs to be accomplished. We continue to stand ready to assist as we have to this date, should there be something that remains as outstanding within the terms of the remaining structural warranty. Our goal is always to fulfill our warranty obligations and in doing so we ensure that our customers are taken care of.

  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 11/25/2024

   I am rejecting this response because:   The refrigerator is now freezing my food and ice is building up and going halfway down the back of the refrigerator. The heat and air conditioning does not work right. We have also had trouble with tank readings (not reading right, never has). Every one of these items have been worked on more than 3 x's. I also at one point told one of techs of the rear window leak by the couch (I know they couldn't find the leak and another leak showed up in the bedroom window), but it happens every time it rains really hard. I feel at this point i have had nothing but issues with this camper and i am done!

   

  P.S. The Dealership had it for two weeks from end of Sept. to the first part of Oct. 2024. They brought it back and the issues started reoccurring within a week.

  Thank You,

       **** *******
  
  

  
  

  

  Business Response

  Date: 12/02/2024

  We continue to stand ready to assist as we have to this date, should there be something that remains as outstanding within the terms of the remaining structural warranty. 

  Customer Answer

  Date: 12/05/2024

   I am rejecting this response because: we bought an extended warranty, and we just keep going around and around with Keystone and Furrion  that have the appliances inside. dealer fix them and we are back in the same boat of not getting fix. this has been going on for almost a year if we take it back again I sure it will do the same thing. we cannot be without our camper like we were this summer for 2 weeks Dealer said everything was fix and it was not week later we are having the same issues. we are at the point now we just want our money back or we will seek legal help.

   

  Thank you

  **** *******

  
  

• Initial Complaint

  Date:10/28/2024

  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.

  A factory installed tire malfunctioned on our trailer causing significant damage. We had not even owned the trailer a year. While performing maintenance on the trailers roof a crack was noted when taken to our dealership of purchase they described it as a stress fracture from a factory installed s**** When our dealership forwarded all their finding to have the proper repairs made under the warranty policy, keystone refused to honour their warranty policy. They will not stand behind their product and fix the issues that have occurred due to their manufacturing process and product choices. This will put us out a substantial amount of money to use the product we already put out a significant amount to purchase assuming the craftsmanship and quality of outsourced parts would have been exceptional! We were very disheartened to learn that not only is the standard for production subpar, so are the parts (ie tires) they use to finish their products. As these 2 issue are a direct manufacturing issue and described as covered in their 1yr warranty period the damage from the faulty tire along with the proper repairs of the crack in the front cap of the trailer should be fixed under the warranty policy of keystone.

  

  Business Response

  Date: 10/31/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Ms. ********* We have reached out to Ms. ******** directly to discuss this matter further and appreciate you bringing this to our attention. 

  Customer Answer

  Date: 11/06/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:10/24/2024

  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.

  We purchased a new 2022 Keystone Fuzion model 359 on September of 2022 from General ** in ******, ** . We were told the main slide had an issue and needed to returned to the manufacture (Keystone) for repair. General ** took the ** to Keystone for repair and we were told the slide was repaired along with other items we found during our walkthru. In Oct we were told the repairs had been completed and the ** was delivered to us on October 11 2022. When we check the ** on Oct 12 2022, we found that there was still an issue with the slide pulleys and they looked like they were pulling off the wall. The ** was taken to General ** in *******, **. General ** notified us the items were repaired and could pickup the unit. We drove down on Jan 2023 only to find there was remaining items including the cable pulleys sitting off the wall. At the end of Feb, we were told the repairs were complete and General ** had the ** delivered the ** in Feb. We return to General ** in June 2023 for warranty items and again mentioned the pulley having off the wall. We were told they were secure and General ** technicians check to make sure they were secure. during the camping season we notice the Slide was jerking and we heard popping noises. We contacted a local ** service technician to come check out the slide. The technicians said the slide was out of alignment and the cables were fraying. The local ** tech said the cables needed to be replaced. we sent the information to Keystone and were told they would not cover the cost. We went ahead and had the cables so we could use the **. While the technician was replacing the cables on the pulleys, we had mentioned several times to General ** came apart from the wall. I reached out to Keystone and General ** since this was an issue of concerting dating back to when were purchased the ** to be told Keystone nor General ** would cover the issue.The attached pictures show where the slide pulleys were repaired but not securely fastened

  Customer Answer

  Date: 10/29/2024

  We purchased the ** on 09/30/2022 from General ** in ******, **. The ** was taken to Keystone after purchased for repair of the living room Slide. The ** carries a 3 year Structure warranty on page 3 of the attached

  

  Business Response

  Date: 11/08/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ******* We are certainly sorry to hear of the current concerns. While this complaint wouldn't qualify as a part of the structure of his RV, we would be happy to discuss what his remaining warranty does include should he like to reach out to us during normal business hours at ************** This information can also be found in the owners manual supplied at the time of purchase if Mr. ****** would prefer to review that way.