Is the Keystone Brand being Ruined by CW?

[MEGrimm]

We purchased a Keystone Laredo 321BH a little over a year ago. There were a few items that needed attention, and permission from Keystone, before repairs could be done and we could take delivery. The problems were detected on our walk-around, after the sales and finance people were throught with us. We signed the contract and made two full payments before we fianlly got the rig in full working condition. While Keystone did take some time to give approval for repairs, it turned out that Camping World, their premier sales channel, hadn't actaully forwarded the necessary information and pictures to Keystone when they said they had. Over two months of frustration with uncounted calls, meetings, and missed deadlines of all sorts. For a year the trailer performed without fault but near the end of the 1 year warranty a couple of items popped up. Back to Camping World and the same totally unsatisfactory customer service, communications, and a very strong suspicion that our problems were not correctly represented to Keystone for a proper evaluation. We ended up with Keystone not assuming responsibility for a problem that was misrepresented by CW and a note saying that out warranty had run out a week before we brought the trailer in. Of course, CW never mentioned that we were unable to take deliver of the trailer for nearly two months, a period during which I do not believe the warranty should have been running. One of the repairs that had to be made before we could accept the trailer was due to damage caused by CW between the time we entered into the sales agreement and when we did the walk-around. Needless to say, the problem with CW have contributed to a growing dissatisfaction with Keystone but I don't really know where the blame begins and ends. Maybe Keystone might want to reconsider their dealer relatoinship with CW?

[Ron]

In my opinion with CW is they are way to big for there britches. Customer service is terrible, communications with us was ridiculous, I had to call them all the time when they were suppose to call me, etc. We also had a very bad experience with them and in no way will ever purchase another unit from them. In October, our trailer goes back in for warranty work, but not at CW. Good luck. Happy Campin...........Ron

[Halibutman214]

I'm on my 3rd NEW RV all different brands and I'm here to tell you that a warranty on an RV is not really a warranty. It's a game, and your the playing piece. Since taking my first RV in for warranty work I quickly discovered that EVERYTHING supposedly had to be approved by the manufacturer. Because I had only few minor things wrong I didn't think too much of it but did get to experience the blame game when two weeks passed for repairs that were supposed to be done in 2 days. I then bought my Lance camper and REALLY got to experience the game. I had my camper for a total of two weeks in the first three months of ownership while the dealership blamed Lance and Lance blamed the dealership for the repairs not being done. I finally demanded that I be cc'ed on all correspondence which only partly got them moving. Then one day I heard the legal guy on the radio (can't remember what the heck his name is) and called. They agreed to take my case live on the radio because I did have some documentation but when they screened Lance or the dealer (not sure which) everything suddenly changed and they fixed it. Then came my Keystone. When I took it in I documented everything as we went through it. I e-mailed Keystone Customer Service with everything. As each date came I again documented phone calls, what happened and what didn't. Keystone got a copy. Each time Keystone gave me a date I requested they call me on that date to tell me what happened and what didn't. While to this day I'm still not 100% happy with what they did I at least forced their hand.
As I said this is all a big game. If they wear you down, which most of us they will, they win. If you can manage to stay in the game and wear them down you win.
I don't know who's to blame in you case but... unless you have documented proof I would not blame the dealer whether it be CW or any other dealer. Keep in mind the dealer makes NOTHING if they do NOTHING. For the most part they need to get work approved. Good Luck

[therink]

Hi. Nothing can be more frustrating than going through what you described. I would recommend going to the RV.NET forum. In the forum, there is a "ask Marcus" section. All postings in this section go directly to Marcus Lemonis , the CO of CW. From what I have read, Marcus reads and responds to every CW concern posted. CW owns and moderates the forum.
Try this, you may have good results.
Steve

[Javi]

Judging by the comments on this and other RV forums Camping World is not alone in this... It seems that many dealers simply cannot help but drag out warranty issues for their customers... So one could conclude that the common denominator is Keystone..

[Johnnyfry]

Although the horse is gone from the barn, it pays to remember that you have power before the contract is signed which you lose upon signing.

If you had refused to sign until the unit was to your satisfaction, 1. Service would have been much faster and 2. The warranty meter would not have started until you signed and took delivery.

Unfortunately, too late this time but a good point to remember for the next.

John

[Halibutman214]

Originally Posted by Johnnyfry

Although the horse is gone from the barn, it pays to remember that you have power before the contract is signed which you lose upon signing.

If you had refused to sign until the unit was to your satisfaction, 1. Service would have been much faster and 2. The warranty meter would not have started until you signed and took delivery.

Unfortunately, too late this time but a good point to remember for the next.

John

This is a VERY good point and in fact while I don't know this to be true in every state, even if you signed but refused to take delivery the contract is void.

[camper 2010]

I am not sure about all the CW and RV sales locations, but the ones that I have done business with the CW store is separate from the sales and service.

[mikell]

When we Decided to shop CW was on the route we were going so we decided to stop. 2 hours later we found everything we wanted except help. Finally sombody decided we might be serious and thats when we figured out they could care less about selling to us. We already knew a place MUCH cheaper but alot farther away. After not even coming close on the deal we went to Holoman a 5 hour drive that saved us about $50 a mile if I recall and they delivered for free. As far as I can tell CW is a legend in their own mind.

[mhs4771]

When CW first started with mail order only, they were great. Call (pre internet) and place an order for items, usually within 3 days they were on your door step. Now you can place an order on-line, get confirmation that everything is in stock and wait a week if your lucky. I have yet to find a CW Service Department that was worth anything. The ones I have tried to deal with, I wouldn't trust with a pup tent yet alone a 40' fifth wheel. There may be some good ones out there, but I haven't found them.

[Festus2]

Steve and others -
I'm dying to know ---- is Marcus Lemonis the goofy looking guy with the halo whose picture is plastered all over Good Sam stuff OR is that Good Sam?


The reason for asking is that I am now looking at a letter written and signed by Marcus Lemonis, Chairman & CEO of Good Sam Enterprises and Camping World and at the bottom of the blurb is a picture of this guy with a halo.

Sam or Marcus?

If it is indeed Marcus, no wonder CW is the way it is and I certainly wouldn't want anyone who looks that goofy to be answering letters on our forum! Best stay on that other forum (which you happen to own) , Marcus or Sam or Goofy...whoever you are.

[happytrails]

Originally Posted by Festus2

Steve and others -
I'm dying to know ---- is Marcus Lemonis the goofy looking guy with the halo whose picture is plastered all over Good Sam stuff OR is that Good Sam?


The reason for asking is that I am now looking at a letter written and signed by Marcus Lemonis, Chairman & CEO of Good Sam Enterprises and Camping World and at the bottom of the blurb is a picture of this guy with a halo.

Sam or Marcus?

If it is indeed Marcus, no wonder CW is the way it is and I certainly wouldn't want anyone who looks that goofy to be answering letters on our forum! Best stay on that other forum (which you happen to own) , Marcus or Sam or Goofy...whoever you are.

All I can say to this is….


I wish I knew who it was so I could tell you though. You are too funny!

[KanTC]

Originally Posted by Festus2

I'm dying to know ---- is Marcus Lemonis the goofy looking guy with the halo whose picture is plastered all over Good Sam stuff OR is that Good Sam?

Festus I hadn't thought about it until now, but... it appears there could be 'some' resemblance.

http://realitytvmagazine.sheknows.co...eads-to-miami/

Secret Millionaire: Marcus Lemonis: Miami, FL [2 min video clip]

http://www.youtube.com/watch?v=uM04dVMWBAc

Terri, the Chevy co-pilot

[golfpro]

I don't deal with CW at all. I had trouble with them once and that is all it took for me to trash them and I requested then take me off their mailing list. I don't think I have even gotten a catalog from them since the early 80's

[JRTJH]

Originally Posted by KanTC

Festus I hadn't thought about it until now, but... it appears there could be 'some' resemblance.

http://realitytvmagazine.sheknows.co...eads-to-miami/

Secret Millionaire: Marcus Lemonis: Miami, FL [2 min video clip]

Terri, the Chevy co-pilot

A very revealing and thoughtful look into the personality that steers the CW organization. Thanks for posting those links, they are definitely worth watching and reading.

[Brantlaker]

A good service department has a Manager that runs the department as a full time job. Not so a most RV stores the manager is also a tech so he is doing 2 jobs It shows in the service. A large RV store has a full time manager and maybe a service writer.The ratio should be one manager/writer for 5 techs. I have seen 8-9 per manager writer it is just too much work keeping track of everything in a 8-10 hr day. RV manufactures require that you call on all major repairs to the RV itself the AC,Heater, Refrigerator and any other component that does not say Keystone on it and the main thing is the pay is poor for the job the good stores pay for good managers and help.I have worked in automotive/truck service for over 35 years so I know from experience.

[scrnt]

I looked at 322qbs at a cw in columbia s.c. Talked with a sales person there about trading in my tt and coming up with price. Well the young guy I was dealing with was more concerned about answering his cell phone than making a sell. 2 day prior I had stopped off at cw in Savannah G.A. They didn't have exactly what we wanted but the reps were supper nice. The rep from Savannah called me and I told I wasn't interested in anything they had there in G.A. but i had found 1 in cola s.c. we like but couldn't make a deal. He said give me a minute I will call you back. Sure enough he did and we worked out a great deal. They had the 5ver brought to Savannah we were put up in a hotel. we had a great experience with them. I would highly recommend them, but not I can't say the same for the Cola S.C. store.

[tileman]

When we where looking at buying our new 5th wheel we stopped at CW in Saint Augustine Fl.

Talked to a sale's guys and told him I was just looking well got the old talking to about these units move fast and I need to by now

When we where asking about price OTD his words to me was I need a down payment then run your credit score then we can talk price.

Me and my wife got up and walked out. What a joke this place is I was thinking.

Well we went up to Jacksonville to General Rv and had a great buying time.
Was able to look at over 6 diff toy hauler's and no run around on the price.

I did post over on the RV.NET about what happened to us at CW I got a PM back from a guy and also got a phone call from there sales manger but after I told him what had happened he said that some times that works to sale a unit just did not work on us. I will never go back to one again.

And yes I did buy my 2012 fuzion 310 from General Rv and will buy again.

Ron.

[Ron]

Been there done that, that is what I call the car lot games, not for me either I will also walk out.............Ron

[Murray0512]

The only thing I use CW for is for aftermarket things I can't find elsewhere . There sales force has no clue of what they are talking about . Did my home work on a unit I wanted , went to CW ask a few questions to make sure of what I read. Did not take long to realize I knew more than him SadSad!!!