Warranty work / recall work @ non-selling dealer?

[jqp_ptc]

Hi,

I bought my Keystone Bullet in Texas, but live in Georgia. I got a recall notice for the roof the other day. When I called the nearest Keystone dealer, they told me since they didn't sell me the trailer, they wouldn't pre-order the parts and they couldn't get to me until the end of February and to call back then.

1.) Is this normal... getting the cold shoulder from a dealer that didn't sell you the unit? I live here. I have no other option, and I'm looking for a dealer for my service. After this reception, I may keep looking.

2.) How long does Keystone give you to get the recall repair done before they deny fixing any damage that may occur in the meantime?

Thanks for any info.

[zuley]

Who may I ask were you speaking to at the dealer who refused you service? I have worked in the parts department of an automotive dealership for the past 30 years. I have witnessed sales staff telling potential new car customers we will not service or repair under warranty any vehicle we do not sell. This is total BS!! Speak to the Service Manager. For the most part he does not give a rats *** where the unit was purchased. His primary concern is keeping his mechanical shop full and all of his mechanics busy. I can not imagine a service manager turning away work

[jqp_ptc]

Funny you should ask. I got the message from a secretary, so I called back for clarification. The service manager himself then told me the exact same thing. He said he wouldn't order the parts or even schedule me in until they were less busy. He said he didn't want to get "stuck with the parts."

I'd happily move on, but the next closest Keystone dealer is an hour away, and it's a Camping World, which I haven't heard great things about.

I'm thinking if you're so busy you have to turn customers away, it's time to hire some more folks.....

[Outbackmel]

Hey, I bought a 2011 Outback 5er at the rally show in Louisville 2 years ago. We had it towed to RRanch in Dahlonega since we had no truck to pull it with. Once I got the truck, found a few items needing repair. (I live in Dacula, GA).

Took the RV to "RV World of Georgia" Buford, GA just 5 miles from home. They helped me under warranty just by placing a call to Keystone. You are NOT that far away, like 50 miles. I would definitely give their service department a call. Here is their number: 877.945.2112

Other options (less desirable) Camping World in Macon or further north in Oakwood, GA ... you can find their number by using Google.

Hope one of these works. RV World is a QUALITY business and is NO mom and pop shop.

Send me a PM after you try to connect ( if you go that route) and let me know how it works out for you.

[camper 2010]

Funny you should ask. I got the message from a secretary, so I called back for clarification. The service manager himself then told me the exact same thing. He said he wouldn't order the parts or even schedule me in until they were less busy. He said he didn't want to get "stuck with the parts."

I'd happily move on, but the next closest Keystone dealer is an hour away, and it's a Camping World, which I haven't heard great things about.

I'm thinking if you're so busy you have to turn customers away, it's time to hire some more folks.....

I purchased my 2010 Keystone trailer in MI. I live in Alabama and had no trouble getting warranty work done at the CW here. I had two repairs under warranty and had to wait only a week to get in the shop.

At any dealer the shop must show a profit the same as sales or store.

[Bob Landry]

I would look for another shop for this and ALL of my future RV needs. I had some warranty work done on my Outback from a dealer that didn't sell me the trailer with no issues at all. Money is money, and I can't imagine a service shop willing to leave money on the table. Once your warranty expires, he'll probably see it differently since he can rip you for the full shop rate and MSRP on parts. I would have a talk with the GM also, just so he would know how much money he was going to lose not only from me, but all of the other potential customers that I was going to turn away from his door. Be sure to graciously tell him to have a nice day on your way out.

[KanTC]

Unless something has changed within the RV industry in recent months, most RV manufacturers do not 'require'
dealerships to provide service on unit that they didn't sell. Not the same as the auto industry.

Here's one previous discussion http://keystonerv.org/forums/showthread.php?t=7828

Some forum members have had good results with non-selling dealers, many others have not.

I (personally) don't know that there's a time-frame on warranty work, but I'd think once you've been
'notified' it would be best to get it done ASAP... especially if it's an issue that could cause further
damage to the RV. Sounds like the dealer suggested by Outbackmel is a good place to start ;)

Terri, the Chevy co-pilot :)

[Cougarfamily]

Hi,

I bought my Keystone Bullet in Texas, but live in Georgia. I got a recall notice for the roof the other day. When I called the nearest Keystone dealer, they told me since they didn't sell me the trailer, they wouldn't pre-order the parts and they couldn't get to me until the end of February and to call back then.

1.) Is this normal... getting the cold shoulder from a dealer that didn't sell you the unit? I live here. I have no other option, and I'm looking for a dealer for my service. After this reception, I may keep looking.


Thanks for any info.

Our nearest Keystone dealer told us a few years ago, that if we were to buy a Cougar elsewhere, and then needed service, warranty or not, they would take our camper in and place it at the end of the wainting line. Then after that, any camper purchased from them that came in at a later date, would be moved ahead of us in the line! One could imagine the possibilities of how long it could take to get a repair done for us.:banghead:

[fla-gypsy]

It is not uncommon and you do not want to do business with them. You can call Keystone direct and they will recommend a dealer or just call around and find one that wants some future business.

[richf28]

I was looking to upgrade to a newer and larger camper last summer at a dealer in Ohio. Things were going along fine until he made mention during conversation that he has and will continue to refuse keystone customers on repairs and warranty work. He said he tells them to go back where you bought it. I stopped the deal dead on. That showed me the kind of person he was and made me concerned how I would actually be treated if I did need work done.

[Laredo60]

I was told by my local keystone dealer that does not sell the brand I bought, that not only will he work on my unit. But he gets paid more from keystone to do the warranty work. I went and spoke to him before I purchased my unit from a dealer that is in the next state away from me. I have not had any work done on the unit yet, but I have had work done there before on other units that I have owned. I guess time will tell.

[35mastr]

So far my dealer has been excellent. Took it back for a binding entry door ( Which they swapped out for a new one including the screen door),Front storage lock,Leaking grey water valve. Called me and said everything was done in like 3 days.
I told him that I could not pick it up for a couple weeks. He said no problem. Get a call from him about a week later,Letting me know that there is a Recall on the outside back wall and if I was interested in having it swapped out while it was there. I agreed. It was done in 2 days. I normally would not take it back unless it needs expensive hard parts. Because I dont like other people working on my stuff. I normally just do all the repairs myself and just buy better parts when needed.
The Sevice Manager knows me by name when I call and takes care of my rig in a very quick time frame.
I did buy the unit from there.

[Cougarfamily]

It is not uncommon and you do not want to do business with them. You can call Keystone direct and they will recommend a dealer or just call around and find one that wants some future business.

That's what I figured. The bad thing about that, is that the only other Keystone dealer that I know of is at least a 3 hour one way drive to Albuqurque. The dealership we purchased from is an 8 hour one way drive in Denver. The local stealership 30 min away in Durango wouldn't even try to put together a deal for us, thus why we purchased in Denver.

Our Cougar is suffering what I have seen elsewhere on this forum to be a common ailment, fading of the paint on the front-end cap. After 2-3 weeks of Keystone not answering my email seeing if they were going to fix it, I finally called them. I was told that I would have to take it to a dealership, and have them summit a warranty claim first. Cursed, because I'll be darned if I am going to tow her 3-8 hours just to have the claim denied. If they would have quaranteed that the work would be done, then that would be a different story.

So for now, I guess we will just have to live with it. It is just cosmetic.

[35mastr]

That's what I figured. The bad thing about that, is that the only other Keystone dealer that I know of is at least a 3 hour one way drive to Albuqurque. The dealership we purchased from is an 8 hour one way drive in Denver. The local stealership 30 min away in Durango wouldn't even try to put together a deal for us, thus why we purchased in Denver.

Our Cougar is suffering what I have seen elsewhere on this forum to be a common ailment, fading of the paint on the front-end cap. After 2-3 weeks of Keystone not answering my email seeing if they were going to fix it, I finally called them. I was told that I would have to take it to a dealership, and have them summit a warranty claim first. Cursed, because I'll be darned if I am going to tow her 3-8 hours just to have the claim denied. If they would have quaranteed that the work would be done, then that would be a different story.

So for now, I guess we will just have to live with it. It is just cosmetic.

If its still under warrenty,Take it to a dealer that you either bought it from or one that you can deal with. The warrenty can expire on there lot. Better than in your driveway. That way it will get repaired.

[Cougarfamily]

If its still under warrenty,Take it to a dealer that you either bought it from or one that you can deal with. The warrenty can expire on there lot. Better than in your driveway. That way it will get repaired.

Okay, a question for you. Our warranty doesn't expire until Columbus Day in October. We don't want to take it there now and have it sit all through summer vactions. Should we wait until summer is over to take it in? I suppose that during this time, the paint could concievably fade more due to exposure, but they are going to have to sand it down anyway to re-paint.

[JRTJH]

Okay, a question for you. Our warranty doesn't expire until Columbus Day in October. We don't want to take it there now and have it sit all through summer vactions. Should we wait until summer is over to take it in? I suppose that during this time, the paint could concievably fade more due to exposure, but they are going to have to sand it down anyway to re-paint.

I would take it in, have them do the paperwork during the winter, then you'll have the approval (hopefully) to repair it when summer's over. If you wait, the dealer gets busy, or worse yet, closes his doors, then there's nothing at Keystone to even indicate that you had started a claim. Just call, or better yet, go to the dealer's service department, explain what you want to do and see how they recommend you go about it. Trying to second guess what Keystone will do is like "wishing and throwing a penny in the fountain" better to go to the store and see how much your "wish" really costs and start planning on how to accomplish it.

[Cougarfamily]

I would take it in, have them do the paperwork during the winter, then you'll have the approval (hopefully) to repair it when summer's over. If you wait, the dealer gets busy, or worse yet, closes his doors, then there's nothing at Keystone to even indicate that you had started a claim. Just call, or better yet, go to the dealer's service department, explain what you want to do and see how they recommend you go about it. Trying to second guess what Keystone will do is like "wishing and throwing a penny in the fountain" better to go to the store and see how much your "wish" really costs and start planning on how to accomplish it.

Sounds like a plan. Thanks.

[SteveC7010]

A couple of thoughts...

First, please share the name of the dealership that is giving you such a hard time. I won't hesitate to place them on my naughty list and I suspect others might, too.

Second, tell Keystone about the shabby treatment. They might intercede on your behalf (it's happened before.) And they'll have a record of your dissatisfaction with this dealer.

Third, as several others have suggested, find a dealer that will treat you like a valued customer.

[35mastr]

I would do it now that it is winter. Unless you are going to use it soon. That way when summer comes it will be done.

[x96mnn]

Had this happen to me. Warranty work often is a loss to dealers so I can understand them being particular. Also if I spent my money at the dealer and I knew my camper was waiting to be fixed because someone else who bought out of town was getting serviced it may bother me.

My only action came when I upgraded recently I did buy local and it was not from them.

[Cougarfamily]

Had this happen to me. Warranty work often is a loss to dealers so I can understand them being particular. Also if I spent my money at the dealer and I knew my camper was waiting to be fixed because someone else who bought out of town was getting serviced it may bother me.

My only action came when I upgraded recently I did buy local and it was not from them.

I could almost agree, but it really would not be anyone elses business where the other person bought the camper. I don't think most people get upset when they are getting their car serviced at a local dealer, and the car in front has a dealer sticker from an out-of-town dealer. And who is to say they didn't live in the other town, and just moved into that particular city, and needed service on their camper. Should they then tow the coach back 8 hours, and wait for it to get fixed(hotel expense-or another round trip), then drive 8 hours back? This is of coarse, just an example. Not what is in our case.

[Cougarfamily]

A couple of thoughts...

First, please share the name of the dealership that is giving you such a hard time. I won't hesitate to place them on my naughty list and I suspect others might, too.

.

That would be Tarpley's RV in Durango, Co. Like I believe I had stated in an earlier post, that if they would have been willing to come up with a realistic deal, and gotten us financed, we would have bought there. Just as well, since the only camper they said they had in our paymant range, was well short of the one we rather easily purchased in Denver.

Guess I will just have to give them a chance, though, to see if they want some business this winter.

[Randy_K]

I find the trailer network kinda strange. I bought a new Ford truck out of town recently. When i needed warranty work i found a closer dealer and asked about warranty work. The manager said we would love to do the work, it gets billed to Ford and we like to keep the shop busy. They have done a good job with the work and in a few years i will buy from them.

Randy

[richf28]

I feel that when a dealer takes on a brand of trailer he is also taking on the responsibility of representing that company. I can understand if you live in the vicinity of that dealer and you travel to a wholesaler out of town that you may not get first in line but pushing you back further all the time isn't right either. In 2009 I wanted a certain model snowmobile. I went to the dealer 10 minutes from my house. He didn't have one. It old him there was one 2 hrs away and asked them to get it. They told me to go purchase it myself and save some money because they couldnt sell it that cheap and they would service it. It turned out to be a lemon after the second day out. They were stuck with repairs and all the crap from the mfg. that whole winter. They never complained and I and my family have bought numerous sleds and even a new car from them since. Now that's a great dealer.

[Badboy]

I would tell them that you are going to contact the BBB,places do not like to here that from people,or call Keystone and tell them how you are being treated by this dealership.:)

[Bob Landry]

I would tell them that you are going to contact the BBB,places do not like to here that from people,or call Keystone and tell them how you are being treated by this dealership.:)

I wouldn't even bother to tell them. i would just file the complaint and leave it to the dealer to either resolve it or leave it on their record for all to see.
My concern with doing business with a dealer like that is that their quality of work would be reflective of their attitude. They obviously have all the business they want, both sales and service and it's always a struggle trying to deal with people like that.

[Cougarfamily]

I feel that when a dealer takes on a brand of trailer he is also taking on the responsibility of representing that company. I can understand if you live in the vicinity of that dealer and you travel to a wholesaler out of town that you may not get first in line but pushing you back further all the time isn't right either. In 2009 I wanted a certain model snowmobile. I went to the dealer 10 minutes from my house. He didn't have one. It old him there was one 2 hrs away and asked them to get it. They told me to go purchase it myself and save some money because they couldnt sell it that cheap and they would service it. It turned out to be a lemon after the second day out. They were stuck with repairs and all the crap from the mfg. that whole winter. They never complained and I and my family have bought numerous sleds and even a new car from them since. Now that's a great dealer.

Couldn't agree with you more. And we only went farther away due to their sale's staff attitude. We got the same attitude on 2 different occasions trying to purchase a new 5vr.