Disapointed and Frustrated!!!!

[schutze5]

I am currently a very dissatisfied owner of a Sprinter by Keystone Bunkhouse travel trailer. The unit was purchased 2 years ago when we upgraded from a Cherokee. Unfortunatley that has proven to be a big mistake for us. Our Keystone has had several on-going problems since the day that we began camping with it. The unit has been repaired over 4 times now for leaking in the center slide out. We have also had issues with drawer assemblies and even had to order 2 additional aero bed matresses for the pull out bed.

This year as we were closing up for the season we noticed an extreme amount of mold in and around the dinnette. This is after having mutiple service repairs done on the slide out within the first year of ownership. We are now being told that it will cost over $2500.00 to not only correctly repair the slide out but to replace the bench seating, carpet etc. This camper was meant to be a vacation home for us and our small children. It has turned into a money bit based on the quality issues.

[schutze5]

Anyone have any luck working with Keystone to come to a resolution? I need some advice.

[Festus2]

I have been fortunate enough not to have any major issues with our 2008 Cougar so I haven't had to deal with Keystone or the dealer. There are, however, several forum members who have had dealings with Keystone - some positive and some negative. Hopefully, those members who have dealt with Keystone will be able to give you some helpful advice and suggestions.

You didn't mention if you had contacted Keystone when the problems you had started to surface or what kind of service you received from the dealer or repair facility that worked on your leaking slide. Obviously, whoever did the repair work did not do a particularly good job if it took four attempts to stop the leaking. Does it still leak?

You might let us know what kind of success or treatment you got from your dealer. Your Keystone warranty has expired which makes your situation more frustrating and difficult. Hopefully, our members who have had to deal with Keystone will chime in and help you out.

[Terrydactile]

Sorry for your on-going problems. I personally have not had to deal with Keystone but did have a few things repaired under warranty that my Dealer took care off. One of those involved a leaking slide. The dealer claimed they repaired a wiper seal on top that was not flipping correctly. I decided while it was in for repairs that I would have a slide topper installed for added protection against any future slide leaks. It also has other benefits like keeping leafs and such from collecting on the slide out roof which if not removed can enter your TT living space when the sldie is retracted.

So I said all of that to say...although installing a slide topper may not fix the leak it will prevent it from leaking from the top. We've had our TT in some torrential monsoons and it has not leaked a drop. Even in windy conditions we've not experienced any water on the sldie roof. We are extremely happy we purchased the topper. So maybe a topper can help with your leaking slide.

[richfaa]

Well I can't resolve your problem in deaing with Keystone. We have had over the 42 months of ownership with our 06 Montana 3400 several problems that required Keystone attention. problems reported in the first year of ownership and under warranty were resolved without issue. We have also had problems resolved by the Keystone service center since then also without issue. We will call the Keystone service center, explain our problem and ask them if they can help. In some cases the problem is with a vendor and the vendor warranty may be longer than the Keystone 1 year bumper to bumper warranty. I can not explain why I had no problems in dealing with Keystone and you and others have???

[Bengalsfans]

I purchased a 09 Passport Ultra Lite in Maoy of 09. Unfortunately I(WE) only got to use it I a couple times because of of my work schedule. I'm retired now and hope to use it extensively this year. I have only had one problem with the TT, and that was hot water heater would'nt ignite on electric. Took it back to Dealer and hopefully it was fixed. Have'nt been able to use it since they fixed it. I was told the problem was a loose wire.I talked to the salesman about some of the issues that have been posted here.His remarks to me were,"this dealership has been in business for several years and we have over 1 million dollars in loans and we have to keep turning over our inventory. But,if at any time you ever have a problem with your TT you come to me and I will personally take care of it." He even gave me his cell phone # to call if after hours or it's his day off.:cool:

[schutze5]

Well, it has been 2 weeks now and I am continuing to work with Keystone. It is very frustrating. The customer service folks are not well trained and not great listeners. In fact today I escalated to a manager, who seemed to be willing to step up........ Until he had the same rep call me back with an update......UGH

[Pennsylvaniasprinter]

I am a current owner of a newly purchased Sprinter. We have had slideout problems/motor since 3 weeks after we purchased it. We are dealing with Keystone directly and it has been quite frustrating. Although they are helpful, they dont quite understand our frustration with owning a new RV and having to take it back for repairs 5 times for the same issue. Now our trailer requires "surgery" on the whole slide out system. We only have used the camper 1 weekend with no problems since we purchased it in April. It has spent more time in the repair center than camping. How did you make out with all your issues?

[Seann]

Welcome to the Keystone family.... I wish you luck but even such trivial things like decals shrinking have been stonewalled by Keystone. ( and decals are an advertisement for them)

[Pennsylvaniasprinter]

I am so distressed right now. After having our camper for 3 weeks Keystone called and said it is completely fixed and it will not fail again. We were told we could pick up our camper. I asked if the remote was working to the slide and Carmen at Keystone said "the slide is completely fixed". Guess what.....when using the remote to slide the camper out...there is a "voltage problem"! I got a call (after I already left work an hour early) that they would like to keep the camper for another day to repair this issue.

The repair place never even knew the slideout had a remote although the has been talking heavily to Lippert and Keystone. I was the first to mention it.
He said when he called Keystone, they said "this has been an ongoing problem with this camper". But nobody failed to mention it.

I just am amazed that she can go out on that twig and say "It will not fail".

[geo]

I too am having problems with Keystone. I will make a separate post later concerning the Alpine 3640RL, however . . .

If you want to have first hand experience at a totally clueless Customer Service Representative at Keystone, contact:

Susan Christophel, Customer Service Retail
[email protected]
1-866-425-4369
Fax: 1-866-273-1451

In response to a pinched freshwater fill line that Keystone installed with two right angle bends, she says that the warranty will be voided it this is modified. Modified so that the right angle bends will not constrict the water flow so the water system can be sanitized! When I pointed out that the black water tank valve release wire was labeled Gray Water 1, and the gray water tank 1 valve release wire was labeled Black Water Tank, she totally ignored this problem, and warned me that my warranty would be voided if any modifications were made.

More later, but needless to say, Keystone's Customer Service is non-existant. I am going to attempt to contact the Alpine General Manager, but I don't hold out too much hope. So far, my DW and I have spent one night in this fiver at a local campground - we carried bottled water to drink, used the campground's toilet facilities, and drove home to take a shower! That's Keystone Camping!

Ron

[Seann]

I too am having problems with Keystone.
In response to a pinched freshwater fill line that Keystone installed with two right angle bends, she says that the warranty will be voided it this is modified. Modified so that the right angle bends will not constrict the water flow so the water system can be sanitized! When I pointed out that the black water tank valve release wire was labeled Gray Water 1, and the gray water tank 1 valve release wire was labeled Black Water Tank, she totally ignored this problem, and warned me that my warranty would be voided if any modifications were made.
That's Keystone Camping!

Ron
Typical very typical... I am not sure how Keystone has managed to stay in business. Ask some of us "old timers" to tell you why Keystone line workers are called "Keystonners"

[pmoyer]

I had to call the BBB to get any results

[schutze5]

Here we go again the same issue that is described below has now happened with our back slide. These units apparently are just not quality construction.

What can be done here. We have a camper that currently cannot be used.


I am currently a very dissatisfied owner of a Sprinter by Keystone Bunkhouse travel trailer. The unit was purchased 2 years ago when we upgraded from a Cherokee. Unfortunatley that has proven to be a big mistake for us. Our Keystone has had several on-going problems since the day that we began camping with it. The unit has been repaired over 4 times now for leaking in the center slide out. We have also had issues with drawer assemblies and even had to order 2 additional aero bed matresses for the pull out bed.

This year as we were closing up for the season we noticed an extreme amount of mold in and around the dinnette. This is after having mutiple service repairs done on the slide out within the first year of ownership. We are now being told that it will cost over $2500.00 to not only correctly repair the slide out but to replace the bench seating, carpet etc. This camper was meant to be a vacation home for us and our small children. It has turned into a money bit based on the quality issues.

[BirchyBoy]

Not sure if it will help or not, but the Trailer Life magazine published by the Good Sam club has a section where you can write in with an issue and they may advocate for you. There has been a few published with great results. They don't publish the failed attempts, though.

[schutze5]

I appreciate the information. I will try this route too.

[grayghost03]

Are we discussing a 7 year old unit. If so, you as the owner are responsible for monitoring and replace all seals. If you are having leakage, check seals and sealant including roof. Or plan on more leaks. Nothing last forever and normal maintenance requires resealing these units. It is in your owners manual. I can understand problems in the first year being address with manufacture, second year if not corrected properly, but 7 years?

[schutze5]

Never have I seen such a horrible response within a forum that a addresses consumers who spend 10s of thousands of dollars with you. It is my fault you build inferior products. And now you speak to me as tho I am a criminal. I hope all take head of your response and you better believe I will use all of my resources to share EVERYWHERE what is to be expected from your company. I could have understood a response for more information or request to go offline to discuss but this?????

[JRTJH]

Never have I seen such a horrible response within a forum that a addresses consumers who spend 10s of thousands of dollars with you. It is my fault you build inferior products. And now you speak to me as tho I am a criminal. I hope all take head of your response and you better believe I will use all of my resources to share EVERYWHERE what is to be expected from your company. I could have understood a response for more information or request to go offline to discuss but this?????

schutze5,

I don't know who the heck you think you're corresponding with, but it does appear that you think "we" (members of this forum) are the Keystone factory. Please scroll to the bottom of EVERY forum webpage and read what's there in RED, plainly listed and worded so that there's no mistake that we are NOT associated with Keystone RV in any way. We are simply a group of Keystone RV owners and prospective owners who share information.

Nearly every one of "US" has also spent thousands of our "hard earned dollars" on Keystone products... Nobody is talking to you "as tho you're a criminal" and we'd all appreciate you talking to us as owners of Keystone RV's, by not threatening us with how you're going to get even with "our company" "

Simply stated, "We are NOT "the company" and you are simply barking up the wrong tree here. So how about cooling off, reading the RED disclaimer, and if you're looking for information or suggestions on how you might repair your RV or find a means to resolution, we'd be happy to share what has worked for us, but if you're looking to "raise hell with the owner's of the company", you'd be better served by contacting Keystone RV. You can find their contact information at: www.keystonerv.com.

Thanks and good luck.

[mazboy123]

I've had lots of issues with my previous 2 montanas ...MAJOR problems, and they have always been great.

as for your 5th wheel I can't help see that you are out of warranty so what's the problem? have you had this trailer since it was new?????

the pinched line is something that should be fairly easy to correct. as for the elbows 90 degree turns as fine for fresh water, not sure what that issue is.

as for the mislabeling, just change the labels.

everything you have identified is really a non issue in my way of thinking, sorry.

[N.Hall]

Upset owner
I bought a new 1014 Keystone Montana 3850 FL last year. After using it for a few weeks, we noticed a soft spot developing in the floor so we took it back to our dealer to check it out and fix a few other minor issues. The review came back as normal and within Keystones specs. It took two days to fix all the issues and we had to cover our hotel accommodations. We was told everything was fixed and would NOT have any problems living in our unit ""full time" (we are full timers due to the lack of reasonable or available housing in western ND and refuse to pay $250,000 for a $40,000 house that is falling apart!) Our Montana was over $104,000 and you would think Keystone would build their units to a quality to nearly match that value, but they do NOT! This spring, when we were able to get our unit in for our scheduled appointment to fix issues, it was discovered that our water heater had a pin hole in it since new and had been leaking ALL this time. The damage created is; two whole sections of floor which is covered in black mold, the rubber roof bubbled up and detached from the plywood, you could see the roof bowed in sections and the raised rounded sharp edges at the roof edge would eventually cut or wear through the rubber roof. The roof was so weak, I was afraid to get on top of my unit. Our unit had a dark brown substance which leaked into one of our LED lights at our doorway, most likely mold. After calling and talking to Keystone representatives numerous times and contacting the dealer we bought it from...Keystone will NOT do anything more than replace the floor. They also were good to point out to me that "ALL of their units are for recreational purposes only!" (Steven Holmes @ Keystone rv). I told them I bought their unit because it had the "FULL TIMERS PACKAGE, Going to Montana package, and Paramount package. Hey Keystone, why advertise FULL TIMERS package when you will NOT back that statement? I have no problem with our dealer, they are doing what they can. They can't believe this is happening and that Keystone won't stand behind their warranty (our unit is still under warranty). I asked Keystone if they could help with our hotel room bills, they refused, asked if they would replace our unit and they refused. Our unit, other than the issues stated, still looks like new and has NO smells of pets or smoke because we don't have either. My view on Keystone is this; they are only out to make a sale and leave the buyer to deal with issues on his/her own. They don't care about quality, only quantity they can push out the factory door. They should have replaced our unit, paid for our hotel stay, and gone after the company who caused our issues (Suburban water heater), but they won't. Once this bad ordeal is over, I will NEVER buy another Keystone rv product again and I suggest anyone else looking to buy one should do the same. As far as I can say, I bought a lemon, a real piece of junk which should have sold for $25,000 at best, NOT $104,000. I really hope my true story will help someone make an honest and good decision when buying an rv. Keystone is just too big and builds many different units for potential buyers. I would stay clear from them; there are better units out there from companies who want return customers.

[jsmith948]

I don't know.....if the soft spot that developed in the floor was adjacent to a water source, wouldn't YOU, the owner, have been motivated to check for leaks? :confused:

[x96mnn]

I am somewhat with the OP on this one. If a leak had started after the warranty period that caused the problem I would agree it's up to the owner to fix it. But if the issue that they have now is caused by the original problem that was fixed under warranty, should it not have all been ripped out then and repaired?

[x96mnn]

Never have I seen such a horrible response within a forum that a addresses consumers who spend 10s of thousands of dollars with you. It is my fault you build inferior products. And now you speak to me as tho I am a criminal. I hope all take head of your response and you better believe I will use all of my resources to share EVERYWHERE what is to be expected from your company. I could have understood a response for more information or request to go offline to discuss but this?????

Schutze

If your intention to to spread word on how poorly your camper is put together and the trouble you are having to scare people from buying keystone, it will not do any good. Thor who makes keystone produces the majority of the campers on the market and you will not find a a single company that's makes a camper where there is not a person with your situation and worse. Unfortunately it happens. Personally I think you will get further by running down your dealer who sold it to you. From my time camping and owning campers the RV experience is highly influenced by the business practice of the dealer. My first camper was an rVision and I had warranty and repair issues with a dealer who would do nothing. My second camper is a sprinter that had a busted water pipe in the black flush and a awning motor go bad, but the dealer fixed it and once came to the campground I was in to do so. My experience with the sprinter is much better then the rVision but I give the dealer credit for it. Although I do find my 2012 Sprinter put together very well, may be a keeper.

[Steve S]

Never have I seen such a horrible response within a forum that a addresses consumers who spend 10s of thousands of dollars with you. It is my fault you build inferior products. And now you speak to me as tho I am a criminal. I hope all take head of your response and you better believe I will use all of my resources to share EVERYWHERE what is to be expected from your company. I could have understood a response for more information or request to go offline to discuss but this?????

I'm sure that if you talk this way to Keystone in e-mail, the phone or in person I'm actually not surprised that you're not getting results and just being put on the back burner:eek:....just a thought.....just a thought:dizzy:

[Randy_K]

I am currently a very dissatisfied owner of a Sprinter by Keystone Bunkhouse travel trailer. The unit was purchased 2 years ago when we upgraded from a Cherokee. Unfortunatley that has proven to be a big mistake for us. Our Keystone has had several on-going problems since the day that we began camping with it. The unit has been repaired over 4 times now for leaking in the center slide out. We have also had issues with drawer assemblies and even had to order 2 additional aero bed matresses for the pull out bed.

This year as we were closing up for the season we noticed an extreme amount of mold in and around the dinnette. This is after having mutiple service repairs done on the slide out within the first year of ownership. We are now being told that it will cost over $2500.00 to not only correctly repair the slide out but to replace the bench seating, carpet etc. This camper was meant to be a vacation home for us and our small children. It has turned into a money bit based on the quality issues.

7 posts in 5 years and everyone a complaint. I feel for your problems but for some reason question members that have only ever posted a complaint.

I hope you get your issues fixed.

[grayghost03]

Upset owner
I bought a new 1014 Keystone Montana 3850 FL last year. After using it for a few weeks, we noticed a soft spot developing in the floor so we took it back to our dealer to check it out and fix a few other minor issues. The review came back as normal and within Keystones specs. It took two days to fix all the issues and we had to cover our hotel accommodations. We was told everything was fixed and would NOT have any problems living in our unit ""full time" (we are full timers due to the lack of reasonable or available housing in western ND and refuse to pay $250,000 for a $40,000 house that is falling apart!) Our Montana was over $104,000 and you would think Keystone would build their units to a quality to nearly match that value, but they do NOT! This spring, when we were able to get our unit in for our scheduled appointment to fix issues, it was discovered that our water heater had a pin hole in it since new and had been leaking ALL this time. The damage created is; two whole sections of floor which is covered in black mold, the rubber roof bubbled up and detached from the plywood, you could see the roof bowed in sections and the raised rounded sharp edges at the roof edge would eventually cut or wear through the rubber roof. The roof was so weak, I was afraid to get on top of my unit. Our unit had a dark brown substance which leaked into one of our LED lights at our doorway, most likely mold. After calling and talking to Keystone representatives numerous times and contacting the dealer we bought it from...Keystone will NOT do anything more than replace the floor. They also were good to point out to me that "ALL of their units are for recreational purposes only!" (Steven Holmes @ Keystone rv). I told them I bought their unit because it had the "FULL TIMERS PACKAGE, Going to Montana package, and Paramount package. Hey Keystone, why advertise FULL TIMERS package when you will NOT back that statement? I have no problem with our dealer, they are doing what they can. They can't believe this is happening and that Keystone won't stand behind their warranty (our unit is still under warranty). I asked Keystone if they could help with our hotel room bills, they refused, asked if they would replace our unit and they refused. Our unit, other than the issues stated, still looks like new and has NO smells of pets or smoke because we don't have either. My view on Keystone is this; they are only out to make a sale and leave the buyer to deal with issues on his/her own. They don't care about quality, only quantity they can push out the factory door. They should have replaced our unit, paid for our hotel stay, and gone after the company who caused our issues (Suburban water heater), but they won't. Once this bad ordeal is over, I will NEVER buy another Keystone rv product again and I suggest anyone else looking to buy one should do the same. As far as I can say, I bought a lemon, a real piece of junk which should have sold for $25,000 at best, NOT $104,000. I really hope my true story will help someone make an honest and good decision when buying an rv. Keystone is just too big and builds many different units for potential buyers. I would stay clear from them; there are better units out there from companies who want return customers.
I feel for ya, we have had great results with our Montana's and dealer and Keystone service. I do find it interesting that you refuse to over pay for a house but you over paided $40,000 for the Montana. The dealer or individual probably laughed all the way to the bank. There is no reason to overpay for a rig, they have wheels and can be bought and pulled to ND.

[Ken / Claudia]

I agree with Mr. Hall on some of his points, I would be upset to. But, the water heater was not made by keystone, the water heater maker is who needs to be talked to and pay for the damages caused by a hole (if that is the case) in their water heater. Keystone should help but, since not, go to the maker yourself. I have insurence that will pay for lodgeing, did you get that or contact them about paying for lodgeing when the RV is not able to be used. The rubber roof as I recall from seeing it installed at the factory is not attached to the plywood it lays on it. I see the water heater issuse as the same as if the tire leaked on my ford, would that be covered by ford or the tire maker. Ford might be the one who fixes it but, not at fault.

[fla-gypsy]

Wow, my value priced (read cheap) Keystone Hornet has been great and exceeded my expectations. It is 9 years old now and I am thrilled with it still because it serves me well. Things have broken along the way and I fixed them, I think that is expected though.