Complaints

This profile includes complaints for Crossroads RV's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crossroads RV

  1140 W Lake St Topeka, IN 46571-9787

• 

  Crossroads RV

  1115 W Lake St Topeka, IN 46571-9787

• 

  Crossroads RV

  PO Box 40 Topeka, IN 46571-0040

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:11/23/2024

  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.

  Upon further investigation Im assuming you found me, I have been contacted by ******* at ********. As of today we are still waiting for a full refund to be released by *********** after warranty approvals and preparing to start another round of approvals for the leak that is happening from an unknown place as previously stated under the Kitchen stove. At this time I reject a resolution until all leaks are fixed. So far 3 windows, ceiling/AC, unknown kitchen location and shower have leaked since our April 7th 2024 purchase. 

  This current issue could place us back in a short term rental for repairs. Fingers crossed this is the last time we have to deal with leaks. 

  We are appreciative keystone has assigned us ******* BUT very disappointed with the quality/ craftsmanship of the build. We couldnt have foreseen these type of issues as it was sold to us as a solid answer to our needs.

  Discovery RV to check in on our warranty update and were told as of Wednesday the 20th Crossroads has still not approved the warranty and keeps asking for more documentation. We dropped our trailer October 14th and we still have no resolution on warranty. We sent photos, videos, brought the trailer to the authorized dealer and its still not enough to get the warranty pushed through. Before we can get the first set of issues resolved we get hit with another issue just as severe. RVs should not leak through the walls and floors, Im extremely worried about mold & rot!

  Business Response

  Date: 12/02/2024

  Thank you for contacting Keystone/ Crossroads RV regarding a complaint initiated by Ms. *********. We are unable to locate Ms. ********* as a registered owner within our system however we would like to look into this complaint further and offer any assistance that may be needed. A representative will reach out to Ms. ********* directly. We thank you for brining this matter to our attention. 

  Business Response

  Date: 12/11/2024

  Thank you for the additional reply and providing the *** to locate your file. It doesn't appear that there is anything further to provide a response to at this time. We do appreciate you reaching out. 

• Initial Complaint

  Date:10/11/2024

  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.

   I am rejecting this response because:
  
  As a full time rv'er I can't sit around and wait for month and months for the warranty work to be done there is so much wrong with this trailer it should fall under a lemon lawl and also most killing my 10 year old service dog. This hunk of junk needs to be taken and crushed.

  Business Response

  Date: 10/16/2024

  Thank you for contacting Crossroads RV regarding a complaint initiated by Mr. ***** ********. As we have not received any communications, including requests for repairs, previous to this complaint, we would encourage Mr. ******** to schedule an appointment with his authorized dealership. We have provided warranties to address any manufacturing defects that may be present within the RVs we produce/assemble. While this warranty process can be found in Mr. ********* owner's manual, we will also reach out to him directly to assist with questions pertaining to that process. 

  Business Response

  Date: 10/21/2024

  Thank you for the additional reply, however our response remains unchanged. We are happy to assist with warranty related concerns should they be validated by an authorized dealership or repair center. We certainly understand that Mr. ******** is living in his recreational vehicle however, please understand that ******** has not denied participation with any defects we respectfully, will not pursue an idea or theory that has not been substantiated by an authorized dealership. Keystone stands ready to assist if and when a defect is presented by an authorized dealership.

• Initial Complaint

  Date:05/27/2024

  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 rejecting this response because:
    When the repair folks came out they have tried over four times to get this done. I am not out of my extended warranty. I have done ALL THE MAINTENANCE REQUIRED BY THE WARRANTY that came with the ** and the EXTENDED warranty. It needs to be fixed. I have been fighting this since I bought this **. Least they can do is have it fixed NO MATTER HOW MANY TIMES THERE HAS BEEN AN Attempt to fix the problems. I bought this ** with good intention that either the warranty, extended or Crossroads manufacture would stand by their word. Go to their website and they say they stick by their **s that they make. Well why arent they sticking by to what is said??? Im not trying to get work done that isnt right. I AM AN HONEST PERSON. And would just like it fixed. As you can see the pictures that I attached the wood is rotten by so many attempts. I JUST WANT IT FIXED!!!!
  
  

  Business Response

  Date: 06/03/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by ******************. We are sorry to hear of the issues she is encountering.

  As this RV was purchased in 2021, we would refer ****************** to the maintenance section in her owners manual to assist with maintaining the seals etc.. on her unit if that is the current complaint. Upon review of her file during the warranty period, it appears that there were some loose plumbing fittings however those were resolved. While ****************** is considerably outside of the manufacturer warranties provided, we would be happy to assist with locating a repair center and discussing proper maintenance schedules should she like to contact us at ************* during normal business hours. 

  Business Response

  Date: 06/06/2024

  Thank you for the additional reply. Keystone RV does not offer the extended warranty ****************** is referring to so we would not know the terms, conditions or coverages of said warranties. Any complaints submitted within the manufacturer warranty period were in fact authorized for the repairs to take place. For any coverage requests within the warranty terms of any extended warranties that ****************** may still have remaining, we would recommend she refer to her paperwork received at the time of purchase or contact the warranty supplier direct. 

• Initial Complaint

  Date:02/08/2024

  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.

   I am rejecting this response because: To date I have not heard from the manufacturer as I have sent them a lot of pictures showing the water coming in and the damage that has been done. This has been going on since we purchased the ** and still nothing fixed only gotten worse. The dealer came out 6 times and took the door lock with him and left us with no way to lock the ** for over 7 months. The only way we can lock it is to put a board in the track of the sliding door and go out thru the back door. The concern is their is a 6 year old living in their and not sure he would be able to get out in case of a fire.
  
  
  s and we have never got them. At this point the damage to this brand new camper makes it not worth anything. We have contacted the dealer and asked for copies of all work orders and 2 months later still nothing. We have done everything they have asked and now we don't hear a word from them.

  Business Response

  Date: 02/23/2024

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. The recreational vehicle mentioned within the complaint is a 2023 ******* 388 FKL purchased by ************** on September 15th 2022. We are terribly sorry to hear of the concerns he is having. We have been in communications with ************** directly and stand ready to assist through repairs. If the mobile service coming out to him is not able to remedy the complaint, it may require being taken into a dealership as some concerns cannot be fully addressed in the field. His representative will reach back out to him to assist through this process and assure reaching a complete resolve. We thank you for bringing this matter to our attention. 

  Business Response

  Date: 02/29/2024

  Thank you for the additional reply. Our last contact to ************** was 2/26/2024 and we will continue with the only goal being complete resolve. 

  Customer Answer

  Date: 03/01/2024

   I am rejecting this response because: I contacted the repair company they sent me and that company is still waiting for a reply from Crossroads. I called and emailed Crossroads and when I talked to them they said they would reach out to the repair company and according to the repair company they have not. i then emailed crossroads on the 27th and have had no reply from them to date on 3/1/2024. I am glad to hear they want complete resolve but I am not seeing that.
  
  
  

  Business Response

  Date: 03/14/2024

  We spoke with ************** again on 3/6/2024 and reiterated how to pursue resolve and coverage within the warranty. Again our only goal is resolve ************** warranty complaints and we will do so upon being presented with them. We value ************** as our customer and appreciate you bringing this matter to our attention. 

  Customer Answer

  Date: 03/19/2024

   I am rejecting this response because: They had over a year in which to repair this and not let it get to the point it is destroyed now. They will try and bandage it back together just long enough that it will be out of warranty and then it will fall apart as all components of the ** are damaged. The ceiling is bowing down, the walls have been leaking for so long that it has been delaminating all over the **. The floors are soft in places. The mobile tech that just came out said he would not touch it. There is mold all over the **. 
  
  
  

  Business Response

  Date: 03/21/2024

  Thank you for the additional response. We stand ready to assist with any warranty complaints now or in the future. Repairs authorized for warranty complaints are industry standard and authorized to resolve complaints, not disguise them. Our goal is always complete resolve. 

• Initial Complaint

  Date:04/12/2023

  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 a 2020 Cameo 3921BR March 01, 2020. My first trip the ground on the 7 way tow plug ground on the metal of the kingpin. I was towing when this happened. White/grey smoked filled the air and caused the wires to burn all through the camper to the tail lights. Our first camping trip we notice that the slide was rubbing on the floor and going in/out, short to ground wire, hydraulic leak, leveling system not leveling, and small defects. We took the camper back 3/18/2020 for repairs. After 5 months I was able to get the camper back from the dealership *************. The slide still had issues going in and out. They said there was not a problem with the slide and that is how the slide ***ctions. a month later the slide was getting worst so i took it back to *** **** and once again they said it wasn't an issue. After having it for a couple of months i notice that the slide roof was peeling back. I took the camper to ***************. They also said there wasn't an issue with the slide but they did fix the roof. A couple months later I checked the slide roof again and notice the roof was peeled back once again. I took it to a local service department ( ******** RV) they expressed to me that the slide has major defects and needed to be taken to the manufacture for service. I took it back to RV Station and they decided that the slide was mal***ctioning, which was causing the slide roof to peel back. After 4 months we got the camper back April 3rd, 2023. We took it out camping and the slide is worst then before. It is having a hard time going out and is binding causing the slide to come out unevenly. It is currently in the shop and waiting once again for more repairs to see if they can fix the slide. I have had an issue with the slide since day one and three years later still have the same issue. Other issues includes, HVAC unit replaced, front slide not going out all the way, awning failure, water heater quit working, 50 amp quit working (inverter) two times,furnace

  Business Response

  Date: 04/27/2023

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. While we are certainly sorry to hear that there is an outstanding complaint, ************** would need to schedule with an authorized dealership for any warranty remedies. Our goal is to honor our warranty and defects that fall within it will be resolved. 

• Initial Complaint

  Date:11/07/2022

  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.

  Vin # *****************lls.The black water tank flush line leaks and is completely unusable The weather stripping seals were torn in multiple doors The door frame for the propane tanks was bent and dint shut properly Moving inside the camper:Most of the door trims are poorly cut and don't meet in the corners Water lines were properly sealed and caused leaks under the kitchen sink The calking around the sink was inadequate, allowing water to seep down under the cabinetthe drains in the kitchen sink and bathtub leaked from day 1 The trim on the bunk bed was pulled off and broken The floor has spots that seem to sag and flex To top it all off, the authorized warranty repair facilities either refuse to work on it, or charge outrageous fees for what should be covered by the warranty, which has left me fixing these things myself.

  Business Response

  Date: 11/17/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by Mr. ****** Any authorized dealership is able to complete warranty work at no out of pocket cost to the customer however we would encourage continuing the relationship with Mr. ************************** selling dealership. If the concern is determined to be non-warranty, there would then be a cost associated as customer pay. Should Mr. ***** like to discuss the warranty inclusions/exclusions along with how to process his warranty correctly, he can reach our owner relations team at **************  We thank you for bringing this matter to our attention.

  Business Response

  Date: 11/28/2022

  Keystone RV determines what is covered or not covered within the warranty through submissions from authorized dealerships. However, said dealerships are very well aware of if items would be considered warranty or damage. In this matter, our response will remain unchanged. 

  Customer Answer

  Date: 11/19/2022

   I am rejecting this response because:
  The dealership has not been willing to work on what should be warranty issues. Those they will work on include unreasonably long wait times and complicated processes to get the work done. Furthermore many of the issues aren't considered warranty because they aren't structural, but are just down to poor building practices by the manufacturer m

  Customer Answer

  Date: 12/05/2022

   I am rejecting this response because:
  
  I am still finding new water leaks due to poor installation and broken wall sections and have not seen any remedy 

• Initial Complaint

  Date:08/29/2022

  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.

  Our family purchased a 2022 ZINGER ZR328SB on June 18, 2022. We were sold it was a 1/2-ton pullable trailer. My 2012 Ram **** was there when we bought it and we were assured that it could pull it. The 328SB we looked at & bought was different at loan signing. We were told that the model we walked thru was sold already and they had an identical one nearby. They guarantee delivery the next week. At delivery & walk thru we both noticed the shotty job on the assembly, all of the chrome, steel frame, and parts were *****. All the aluminum parts are oxidized. Parts were assembled crooked; doors didnt close properly. The original one wasnt like this at all. They said it was WI weather and that it was normal for parts to come assembled rusted. This trailer looks older than my brothers which is 6 yrs. old. They also blamed covid19 for the terrible assembly by **********. The label is dated 09/3/2021 as manufacture date and that camper was 100lbs heavier in dry weight than the one we looked at. They swore it is a 2022 model. This 1 also didnt have a ladder for bunks or on the back. The interior and it not the same color either, Java we wanted, but received Karbon instead. We both complained to the staff and they said that it was the same. We asked if we could get a different one and we were told it had already had been titled to my mother and they could not take it back since now the trailer is title used. We asked for things to be fix they said they would try. We were told all the complaints would be turn over to Crossroads and they would get back to us. 1st trip home my Ram **** was all over the road and front end raised. **** max ****** is 6,800lbs, not *****+. Learned that my truck CANT pull this. Had to buy a RAM **** to pull it safely. We took it home since we couldnt do anything about our purchase, but complain. It has many repair issues for spending $42,000. Very unhappy. Today it started leaking water from underbelly, what next

  Business Response

  Date: 09/21/2022

  Thank you for contacting Keystone RV regarding a complaint initiated by **************. We are unable to find a RV registered to ************** or the provided phone number. We certainly will be happy to answer to her directly regarding the belief of dcor and weight discrepancies and can be reached at ************* Monday thru Friday during regular business hours.