• Report: #907357

Complaint Review: Keystone RV Company

  • Submitted: Thu, July 05, 2012
  • Updated: Mon, August 13, 2012

  • Reported By: TM — Shiocton Wisconsin United States of America
Keystone RV Company
2642 Hackberry Drive Goshen, Indiana United States of America

Keystone RV Company Camper Goshen, Indiana

*REBUTTAL Owner of company: Rebuttel

*Consumer Comment: again cloned

*REBUTTAL Owner of company: Keystone rv Owner rebuttel

*Consumer Comment: Team Rebutt is very gentle

*General Comment: Industry Isider comments

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I sent this e-mail to the company about my parents camper. My parents bought a Sprinter camper in 2009 brand new from a dealer.  The dealer they bought it from is now out of business.  I had taken several pictures of a problem they have going on with it. 

There is a water leak somewhere and the water is causing damage to the floors and making the floors weak and destroying where the couch sits in the pull out.  The cabinet between the bedroom and the kitchen is getting stained and weak.

My Dad is 71 years old and he bought this camper to put on a permanent site so they could spend their retirement there in the summers. 

He expected this camper to last the rest of his life and 3 years after buying it the floors are rotting out and getting weak where he is going to have to possibly pull them out and replace them.  He tried to find the leak but everything is sealed under the camper due to them having the thermal package on it. [continued below]....

What can we do to get this looked at to see if this was a factory defect for them?  Im concerned for my parent that they are going to fall through the floor. This is the response I got from the company.

Thank you for providing the photos of your parents Sprinter.  We checked the unit file and did not see any previous notations during the 4 years of ownership regarding any leaks or leak repairs.  Keystone provides each owner with a One Year factory warranty.

Occasionally a problem will present itself in one of our units.  Knowing the reality of this, Keystone provides each customer with a One Year Limited Warranty.  The factory warranty expired on July 25,2009.

Considering the above mentioned facts and the time your unit has been in service, we regret to inform you that Keystone will be unable to participate in the repair requested.  We do continue to stand ready to assist you with answering technical questions and locating dealers and/or repair centers should the need arise.

Robyne Hakes
RVIA Certified Technician
Keystone Customer Relations

I thought this was terrible they would not even look at it to see if it was a factory defect.

This report was posted on Ripoff Report on 07/05/2012 08:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Keystone-RV-Company/Goshen-Indiana-46527-2000/Keystone-RV-Company-Camper-Goshen-Indiana-907357. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Owner of company


AUTHOR: keystonejunk - (United States of America)

Who are you, what is your comment
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#2 Consumer Comment

again cloned

AUTHOR: The Outlaw Josey Wales - (United States of America)

 bubby r u cloning me????
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#3 REBUTTAL Owner of company

Keystone rv Owner rebuttel

AUTHOR: keystonejunk - (United States of America)

 How there you blaiming the Owner for not maintaining his unit, when Keystone in reallity put's out rigs that have defects, right from the factory. My definition is Lemon!  I invite you to look on all the websites for keystone customer complains, many costumer are not happy with there rigs, because of to many repairs!!!

 Keystone  Customerservice has the worst reputation, so stop critizing, do your job and help those customers.   Your one year warranty is a joke. If Keystone would produce a decent trailer,all complains would be annessesary and you would be out of a job, because Keystone could stand behind its products .

Buyer beware,dont buy anything Keystone,poor quallity or  no quallity control ! The Rv industry slipped through the cracks  of the lemon law. Call your legislators and demand answers why.  This is excactly why, there is abuse and you are at the mercy of the Rv manufacturers  costomer service. Consumers spent thousends of dollars on new RV's and expect the same  service as buying a new automobile. Wrong... 

If you are buying a new Rv during the warranty period and you need repairs, your rig is not fixed on the spot,no. Your rig can sit for month's in the repairshop out of use. Why?

  Anlike with new automobiles, the Rv costumer service has to approve the repairs, or the repair shop will not get reimbused for labor and parts. Sometimes, even picture are demanded from customer service, to make sure the claim is valid.

 This is the reason, why your rig will sits in repairs for month at the time. Should you have many problems which is not unusul and you need more repairs, you could run out  of a one year warranty  really fast.

 Eventhough, the defect was a problem that you did not cause and came right from the factory, repairs in most cases, are now denied . You are now at the mercy of the manufacturer customer service agent waiting,aproved or not. You could now  be  responsible for thousend of dollars in repairs, depending on the problem with no fauld of your own.
Try suing with no laws on your side to protect you as consumer.
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#4 Consumer Comment

Team Rebutt is very gentle

AUTHOR: The Outlaw Josey Wales - (United States of America)

 The rebutts are sweet and soothing to the mouth.
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#5 General Comment

Industry Isider comments

AUTHOR: Bubba Lee - (Canada)

Boy were they ever gentle in their refusal of warranty coverage.

What they could have said:

  • Water leaks from sealant issues at windows and roof seams is 90 days from date of sale as detailed in the owners manual. All roof seams are to be checked and maintained by the owner every 90 days as detailed in the owners manual.

  • Plumbing leaks from plumbing are covered by the 1 year limited warranty for 1 year from date of purchase

  • Water making the sub floor and floor structure wet will be from leaks above the sub floor, in other words inside the cabinets, windows seals and sealant or roof sealants. The sealed under belly will not be required to be opened or removed to find the leak in the described case. 70% of similar cases are traced to a dripping city water connection or adjacent plumbing.

  • Leaks inside the belly that have caused the damage described will also have signs such as underbelly areas that hang lower than the rest, feel heavy with water when pushed up, and drips or streams of water running out of them.
If the trailer had been properly maintained and checked this would not have happened. Warranty has expired, And if any trouble had been reported with this type of thing during the warranty period you would have found a more sympathetic ear.
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