Keystone Customer Support

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Before I posted my comment I looked outside this site/forum. Just saying and going by personal experience with both the dealer and company. Sorry if I hit a nerve but I have had my share of campers over the years and have never seen so many issues with a simple build.
 
You didn’t hit any of my nerves. I have been an RV tech for over 13 years and I can say with confidence that the dealership can make the buying process positive or negative.

I have worked at dealers that are all about “ get it over the curb” and others that won’t deliver a unit until every issue has been dealt with.

Yes the RV industry has seen a decline of quality across the board from the inexpensive to the luxury ones. I will say again that the dealerships attitude towards dealing with these issues is paramount for a positive experience, and repeat business.

Keystone may not be the easiest to deal with, but they are MUCH easier than Forest River and Jayco.
 
Update.....

Lippert customer service....some of the best out there.
Onan customer service....some of the best out there.
ASA customer service....so so (from my few short experiences with)

I'm going to do an update to post #18 I made and give ASA a :thumbsup:

Out of the blue I decided to try them again for an issue I've had since picking the TH up.
The issue is a small one but irritating to me because I generally like things to work the way they're supposed to OR better!
The in-command system has always read the 2 fuel tanks opposite of each other. Gen tank would read the fuel tank level and vice-versa on my in-command app and inside on the board.
I figured it had to be 2 wires got crossed in the hook up somewhere along the assembly process. And I was correct!
But in previous conversations with Kstone and ASA both pointed the finger at each other with NO direction on how to go about rectifying the backwards situation.
Yesterday I tried ASA again and FINALLY talked to some intelligence on the other end of the tin cans and string.
I haven't gotten around to making the changes yet because even tho we live it the desert it's cold here and I have to unload my pass thru to open the in-command brain and do some surgical wire manipulation.

All in all....sometimes I feel it's not so much the company as it is the individual you're speaking with that makes the difference!
With that being said......I'm going to update my "so-so" rating for ASA to a not so bad after all.
:bow:
 
Poor Customer Service

Since buying my 2025 Springdale 1750RD I have had nothing but bad customer service from this company. They are not even able to answer basic questions! Shame on you, Keystone. Goes along with the crappy build issues I have had to deal with on my own!!

Unfortunately, we also had poor service and negligent response from Keystone regarding our Montana fifth wheel problems and questions. We eventually became so tired and frustrated with mechanical problems and electrical issues and not getting a response or getting the runaround, we finally sold it and will NEVER buy another KEYSTONE product again and certainly cannot recommend their company. What’s sad is that THEY don’t care.
Also, their warranty isn’t worth the ink it took to sign the contract.
 
Those answering the phones only have general information. Keystone does not enable them with Keystone “proprietary” lol information.
And emails & mail… who do you expect to read it?

Best advice I can offer to folks is… get to know your RV, learn every system, count on the honest experience of members here to share real knowledge. Do your own work or get qualified mobile RV techs to help with the big things.
Warranty and Dealer callbacks are useless. Pay more now to have your rig fixed or wait weeks or months with rig in a shop… and they don’t guarantee your things will be protected from pilferage.
I aim to stay on the road and out of anyones garage.
 
Since buying my 2025 Springdale 1750RD I have had nothing but bad customer service from this company. They are not even able to answer basic questions! Shame on you, Keystone. Goes along with the crappy build issues I have had to deal with on my own!!
Eagleguy: Welcome to the seedy side of RV ownership. As was stated, your purchasing dealer should be your first stop. Is your TT still in the 1 year warranty period? If so, Keystone customer service will refer you to your dealer. If your dealer is a complete POS like mine was, good luck... BUT, it never hurts to let Keystone know that You can't get service from your POS dealer on warranty issues. If your trailer is out of warranty, again good luck because now your POS dealer will really ignore you.
I am very pleased with my 2022 Cougar 25RDS, but I had a rough start. The trailer was delivered without several items that I was told were not provided for this model. BS! I also did not get TPMS equipment that I had added as an option before they became standard equipt. After getting squat from my POS dealer, I contacted this wonderful lady at Keystone that eventually made my purchase whole. They shipped me all of the missing equipment, and even checked back with me after my POS dealer failed to fix a warranty item. Since the warrantied item was not mission critical. I just picked my trailer up and went about life. When two of my slide cables broke, I fixed them myself, even though the cause was that the mounting brakets were installed too high on the slide out, causing the cable to bind and fray when going in or out. One and a half years later the slide is operating great...still.
You have two choices here as I see it. You can not use your trailer and bitch about it, or you can learn to fix above mentioned items and defects and go camping, and forget your POS dealer and Keystone Customer Service. Sorry to be so blunt, but that is the state of the RV industry today. A lot of us that read this forum love our trailers, and try to do all the required maintenance as needed according to schedule. Then you can haul it to that perfect campsite, set it up, build a fire and have a beer and enjoy the simple life.
 
It’s okay to vent, but we are already Keystone owners, so I am not sure what your expectation is? I have had multiple RV’s from various manufacturers and they all have issues, but my current and previous Keystone RV’s have been relatively trouble free. Also understand that it is impossible for someone sitting in an office of a separate building to know what any particular unit was built with or how it was built or where the wires were run or where tanks are located, etc. The line workers have way too much leeway in every build, so much so that these are like snowflakes, no two are ever the same. But it isn’t a Keystone thing, EVERY manufacturer is the same.

As odd as it seems, all manufacturers rely on their dealers to be the point person. But dealers also sell multiple brands from multiple manufacturers, so they are no experts on any one particular product. This is where having a trusted and reputable dealer is key. Unfortunately most people go about the RV purchase process backwards; they find what they want and then go to the closest or cheapest dealer, instead of first finding a good dealer and working with them to get you the RV you want/need.

All that is water under the bridge at this point, so lets talk about what’s going on, what are your questions, what do you need help with? The collective knowledge of this forum will boggle your mind and you will learn that no matter what you need, someone here has been there, done that.

I just want to say .... VERY well said!!
 
This thread was started with a comment prohibited by forum rules (Community Rules in the blue banner at the bottom). There was no question or beneficial comment for the membership. The rule from the Community Rules:

"This forum is not intended to be a mechanism for people to solely vent frustrations about services, products, vendors, or sales. Please settle your differences with the seller, provider, manufacturer, or dealer through other means but not through our community."


A thread started in this manner provides nothing beneficial for members but only provides a sounding board for the items listed in red above. For those reasons this thread is closed.
 
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