keystone=terrible customer service

[moose308]

Just received our 2013 Laredo 294rk from dealer.Front cap has scratches and nicks that were noted by me before taking home.Dealer contacted Keystone and I was informed they will not cover damages.I can not believe they treat
a customer like this.$35,000 later I am done being a customer.This is the 4th Keystone we have bought new over the years.I have talked up their products
before but,not anymore.I would love to sell them something new and see how they like it.Especially $35000.00 worth.They are not a reputable company.As far as damages,3 scratches on painted front cap 2 which are about a foot long and numerous rock chips.

[labs4life]

My question is why did you not make the dealer (Keystone) fix the scratches before you took delivery. Even better, before you signed the paperwork. They are very motivated at this point. Once the line has ink on it, all motivation goes out the window. Did the dealer tell you Keystone said sorry?? I have heard they will lie to people(dealers). I can let you in on secret to tell if they are lying.............

There lips are moving!!!!!!!

[moose308]

Very reputable dealer,Our 4th unit from them.

[labs4life]

Originally Posted by moose308

Very reputable dealer,Our 4th unit from them.

Why will they not fix the scratches to satisfy you as a customer with a long term relationship with them???

[labs4life]

Just realized this is a new unit. It is under warranty. Have it fixed!!

[JRTJH]

Go over the dealer's head and contact Keystone Customer Service. I'd recommend using the email link on their website so you can print hard copies of your letter to them and their response. Physical damage, if identified before delivery "SHOULD" be the responsibility of either the factory or the dealer. You may be in a situation where the dealer did a lousy acceptance inspection from the delivery driver or possibly the unit was damaged on his lot. In those cases, I wouldn't blame Keystone for saying no. If the dealer signed the delivery inspection saying there was no damage, then in reality, Keystone shouldn't be responsible for physical damage. If, however, it was noted and possibly Keystone has already paid the dealer to repair the scratches and he chose not to do so, but rather pass the damage along to the buyer... The list could go on and on for reasons why Keystone won't pay to repair physical damage.

Go to Keystone, get their response, then be ready to "duke it out" with the dealer. If you identified the damage and they're doing nothing, shame on them....

If, by chance, the scratches you've identified are very minor cosmetic blemishes and a coat of wax would resolve the problem, then really, the dealer should wash the rig and touch up the paint. Keystone shouldn't be involved. If there's damage to the fiberglass or Filon, then that's a different matter and it should have been identified by the dealer upon his acceptance inspection from the delivery driver. If he failed to do that, then "bad on him" not Keystone.

How about some pictures of what you're talking about and more information on what kind of "scratches" you're talking about????

[robo]

Email [email protected] explain issue tell them the story. Document it wth picture an dealers response

[2011 keystone]

Originally Posted by moose308

Very reputable dealer,Our 4th unit from them.

And there where notes made of the damage.
Does not sound very reputable to me sounds to me like they got there money and now you are on your own.
As JRTJH said go straight to keystone.
And see what they offer.
Before slamming them give them a chance.

[x96mnn]

Can you post some pics of the scratches?

Reason I ask is they more likely caused either during transport or on the dealers lot, which the dealer is paid to address I thought by keystone as part of the delivery and dealer agreement. The way I understood it that keystone knocks a % off or pays the dealer to inspect and correct any issues before its moved to the sale lot.

I think I would check with keystone direct, their direction may have been they are not covering damage that occurred after the factory and not on a lot. A lot of guessing on my part here.

[rnkburg]

I called keystone direct with my issues, had to call twice but they were very nice and took care of it all.

Sent from my EVO using Tapatalk 2

[fla-gypsy]

If Keystone thinks the damage occurred at the dealer there is no way they are paying. This is a dealer problem. You never turn over the money until EVERYTHING is to your satisfaction

[moose308]

Dealer called today and Keystone will pay to have front end repaired n/c.

$1000.00 worth of damage.That is the way you do business.Thank you Keystone.

[x96mnn]

Great that it worked out.