Keystone RV Keystone RV Company False / Incomplete Advertising on Product / Model Specifications Goshen Indiana

Purchased a 2017 Keystone Cougar 29BHSWE this spring which advertised a 15,000 BTU capacity air conditioner on this make / model within Keystone's product literature. I could not figure out at first why the existing air conditioner could not keep up regarding moderately elevated temperature conditions. So I followed the maintenance guide by removing the exterior plastic shroud (cover) on the roof to ensure no debris was blocking air flow. Once I removed the exterior plastic cover it revealed the air conditioner manufacturer's tag (sticker) with the unit's actual model number. When I researched the actual model number it revealed that the air conditioner unit is actually a 13,500 BTU capacity unit ... not 15,000 BTU capacity as advertised in Keystone's literature.

I called Keystone customer service who told me that the 13,500 BTU was an unadvertised downgrade option, was stated on the build sheet of my trailer, and nothing could be done to make this right (removing the exiting 13,500 BTU unit and installing the proper 15,000 BTU unit as advertised in the product literature). Nowhere in their product literature for this make / model was it disclosed that the 13,500 BTU air conditioner unit was an option ... nor was I made aware of this before purchasing the unit. The dealer sales representative also admitted he did not realize this discrepancy (nor relay this discrepancy to me) since he simply relays what is in the product brochure (the dealer sales representative also not realize the build sheet was different than the actual product brochure literature).

The dealer sales representative stated he intends to contact the manufacturer's rep (and his in-house general manager) to discuss how they will handle this issue going forward. It is my hope that Keystone will make this right ... but I am extremely skeptical after experiencing the poor outcome when I contacted their customer service department regarding this issue. Keystone customer service even advised during the phone call that I should discuss this directly with my sales transaction dealer ... which made me believe that Keystone may actually expect the dealer to adsorb the potential cost of making this right ... when it is Keystone's deceptive incomplete / false advertising that caused this issue ... not the dealer. It is my hope that this posting will help motivate Keystone to do the right thing by installing the 15,000 BTU air conditioner unit as advertised in their product brochure literature (and on the internet). I will insert a follow up post regarding the outcome of this situation ... more to come.