Keystone Not Standing behind their Warranty!

[SharmanClan]

Hi all,

Just a heads up that many will not be surprised about.

At the end of the last camping season, we noticed 2 cracks on the inside of our Norcold RV fridge (2023 Avalanche 312RS). One was on the right hand side wall low down and the second on the back surface on the same side. Absolutely no signs of impact and we are always very careful what is in the fridge when travelling. The trailer was purchased late November 2023 and put straight into storge due to our Alberta winter. As such it was only used through the 2024 summer season.

Neither Keystone nor Norcold will do the correct and honourable thing and replace the fridge under warranty. We have had multiple issues with this unit since purchasing including multiple electrical, hydraulic and other poor quality things.

While not surprising to many on this forum, I would absolutely warn anyone considering a Keystone product to think twice - the lack of Quality Control/Quality Assurance at the manufacturing plant as well as an apparent unwillingness to stand behind their warranty should absolutely be a red flag!

This is our second and absolutely last Keystone 5th wheel given our experiences!

Andrew

 

[Peto]

Sorry for your troubles..



Which brand will you recommend. It's an industry wide issue. not just a single brand.

 

[Notanlines]

Andrew, I’m quite certain that you knew from the get go that your fridge was warranted by Norcold. Blame whomever you like, Norcold’s your man! How about running your history with them by us.
How do you suppose these cracks came about?

 

[NH_Bulldog]

Hi all,

Just a heads up that many will not be surprised about.

At the end of the last camping season, we noticed 2 cracks on the inside of our Norcold RV fridge (2023 Avalanche 312RS). One was on the right hand side wall low down and the second on the back surface on the same side. Absolutely no signs of impact and we are always very careful what is in the fridge when travelling. The trailer was purchased late November 2023 and put straight into storge due to our Alberta winter. As such it was only used through the 2024 summer season.

Neither Keystone nor Norcold will do the correct and honourable thing and replace the fridge under warranty. We have had multiple issues with this unit since purchasing including multiple electrical, hydraulic and other poor quality things.

While not surprising to many on this forum, I would absolutely warn anyone considering a Keystone product to think twice - the lack of Quality Control/Quality Assurance at the manufacturing plant as well as an apparent unwillingness to stand behind their warranty should absolutely be a red flag!

This is our second and absolutely last Keystone 5th wheel given our experiences!

Andrew

Do you have an actual question or are you seeking knowledge or assistance from the membership here, or did you stop in just to rant?

I have never seen or heard of a refrigerator interior cracking unless by external force (meaning something inside fell/hit/cracked the liner).

That all being said, I have had great luck dealing directly with the individual component manufacturers as opposed to relying on the dealer not knowing what they are saying and how they are saying it to the other parties involved.

 

[sourdough]

Hi all,

Just a heads up that many will not be surprised about.

At the end of the last camping season, we noticed 2 cracks on the inside of our Norcold RV fridge (2023 Avalanche 312RS). One was on the right hand side wall low down and the second on the back surface on the same side. Absolutely no signs of impact and we are always very careful what is in the fridge when travelling. The trailer was purchased late November 2023 and put straight into storge due to our Alberta winter. As such it was only used through the 2024 summer season.

Neither Keystone nor Norcold will do the correct and honourable thing and replace the fridge under warranty. We have had multiple issues with this unit since purchasing including multiple electrical, hydraulic and other poor quality things.

While not surprising to many on this forum, I would absolutely warn anyone considering a Keystone product to think twice - the lack of Quality Control/Quality Assurance at the manufacturing plant as well as an apparent unwillingness to stand behind their warranty should absolutely be a red flag!

This is our second and absolutely last Keystone 5th wheel given our experiences!

Andrew

The issue would be with Norcold as they are the ones that actually have the warranty on your fridge. Keystone files those claims for you for the first year but Norcold warrants the fridge.

I will say I've had several Norcold fridges over the years and never had a problem with them (other than a few times cooling in 100+ temps). As far as cracks - it's pretty hard to crack that interior lining; what are you carrying/been carrying in it? Do you secure everything in it so it can't move? I can't remember but does your unit have a 2 year warranty?

Be aware that posting just to rant about a product, service, company is not allowed by forum rules. Those can be found at the bottom of the page in the blue banner under Community Rules. This and the previous posts have tried to assist in how to pursue any warranty. If the only goal of the thread is to rant and complain it will be closed.

 

[SharmanClan]

Thanks for the thoughts. I will re-engage with Norcold as our dealer had no luck or support.

We keep our fridge contents to a minimum when travelling and when crossing the border, virtually nothing so we do not fall foul of the respective USA/Canadian produce restrictions. Everything that is in the fridge is contained.

As for the post - more of a warning that warranty's appear to becoming less of an assurance that the rig you purchase will be covered.

As for the future, I will monitor the forums and manufacturers. Grand Design, after what appeared to be a slow start over frame concerns, really appears to have stepped up. Exchange rates are quickly making US manufactured RVs virtually unaffordable and the looming tariff issue will not help things. If things do not improve in the industry, then we may sadly exit as I am no longer willing to purchase overpriced poor quality products!

 

[vampress]

My small $0.02 worth - definitely contact Norcold yourself. Sometimes dealers are not the most responsive to issues, and may say they contacted a manufacturer when in reality they didn’t. So, also don’t be surprised if Norcold doesn’t have a clue of what’s happening with your frig when you do contact them. By the same token, before painting Keystone as not honoring their warranty, it may be worth a phone call to them also (if you are still in your one year warranty) because they may not have been contacted by your dealer either.

On a reread - I see you are not in your one year warranty, but since this was a documented issue before the warranty ended, it may still be worth contacting Keystone, and is definitely still worth contacting Norcold.

 

[JRTJH]

Many times in a situation like this, the dealer will send a short explanation about the problem and Keystone will request more info before processing the claim. As an example:

Dealer sends: "The refrigerator interior panel is broken and needs replacement"....

Keystone responds: Which refrigerator panel is broken, how was it broken, does this appear to be user damage or a defective panel" ???

Dealer tells customer: Keystone didn't process the warranty, so you'll have to pay for the repairs".....

So, rather than believe the dealership's "competency", follow up with Keystone and with Norcold. You may find that there's a problem WITH THE DEALERSHIP'S DOCUMENTATION not with either Keystone or with Norcold, both of which are waiting for the dealer to get back with more information....

The bottom line is that both Keystone and Norcold have a "warranty schedule of payment" for such repairs... It usually as reduced reimbursement for the dealer, Many manufacturers only pay, say $90/hour for warranty labor. Your dealership likely charges $150/hour or more for "shop labor rates"... So, if the dealer gets the warranty repair approved, they only make a small amount of money, possibly less than it costs the dealer to do the work... It's much more profitable to tell you the warranty was not approved and then charge you "double the cost" so the dealer can make a profit.....

NOT ALL DEALERSHIPS DO THIS, so I'm not pointing fingers at YOUR dealer, but you need to be aware that it happens and you might be caught up in such an issue.....

Do your "homework"... Call Keystone, call Norcold and see what they say...

 

[chuckster57]

FYI- factory warranty labor rates have gone up, but still nothing close to shop rates yet. One exception is Lippert, they will pay documented shop rates when replacing schwintec inverted rack columns. I have done 3 in the last two months, but they limit the hours paid unless you can provide pics of the extra work needed. BTW current employer is $210.00/hr. 30 miles away at a national chain is $245.00/hr.

 

[Bob N]

You are lucky that they didn't tell you to take it to one of their dealers, drop it off, replace the fridge and THEN tell you that it is not warrantied. My dealer was so bad that my TT was in the shop for 43% of my first year of ownership without the primary problem being repaired. I finally picked it up and told them NO MORE.

 

[Retired Recluse]

Hi all,

Just a heads up that many will not be surprised about.

At the end of the last camping season, we noticed 2 cracks on the inside of our Norcold RV fridge (2023 Avalanche 312RS). One was on the right hand side wall low down and the second on the back surface on the same side. Absolutely no signs of impact and we are always very careful what is in the fridge when travelling. The trailer was purchased late November 2023 and put straight into storge due to our Alberta winter. As such it was only used through the 2024 summer season.

Neither Keystone nor Norcold will do the correct and honourable thing and replace the fridge under warranty. We have had multiple issues with this unit since purchasing including multiple electrical, hydraulic and other poor quality things.

While not surprising to many on this forum, I would absolutely warn anyone considering a Keystone product to think twice - the lack of Quality Control/Quality Assurance at the manufacturing plant as well as an apparent unwillingness to stand behind their warranty should absolutely be a red flag!

This is our second and absolutely last Keystone 5th wheel given our experiences!

Andrew

We also had trouble with keystone’s warranty in which we had staples protruding through the TPO roof in which “Keystone constantly denied a concern.
The issue continued until we had visible evidence. Then taking it to an authorized dealer who confirmed it WAS a concern, Keystone delayed any acknowledgment or approval for the repairs until after the warranty had expired. “Cost us a bundle.”
We have sense and never will buy another “Keystone” product.
Their warranty isn’t worth the cost of the ink to sign the paper.

 

[JDNewman]

2021 3121RL, similar roof issue. Went to local Keystone dealer, provided extensive pictures (requested by Keystone), had the roof replaced under warranty, no out of pocket costs. Keystone does blanket deny warranty requests.

 

[chunker]

The cautionary tale of this thread is to pick your dealer carefully. Contrary to a commercial statement, it's not all "PRICE_PRICE_PRICE". It's quality, reliability and honesty. Getting the best deal, read that PRICE, will often, maybe usually, bite you in the butt when, not IF, but when a repair is needed. Now the trick is finding a dealer that actually has the 3 desirable qualities.

If you have an RV you need one of 2 characteristics, Be rich or be handy.

 

[Retired Recluse]

We also had trouble with keystone’s warranty in which we had staples protruding through the TPO roof in which “Keystone constantly denied a concern.
The issue continued until we had visible evidence. Then taking it to an authorized dealer who confirmed it WAS a concern, Keystone delayed any acknowledgment or approval for the repairs until after the warranty had expired. “Cost us a bundle.”
We have sense and never will buy another “Keystone” product.
Their warranty isn’t worth the cost of the ink to sign the paper.

I’m not looking for any restitution or compensation from “Keystone” by any means, simply stating facts and sharing concerns to others considering making a “keystone” product purchase in hopes of feeling confident about their product or services. “We’ve certainly since then moved on.”

 

[Mikelff]

I agree with chunked. The dealer makes all the difference. I start there first. Then go the manufacturer if I don’t get the answers I’m looking for. Document everything with follow up emails, and make sure you have all your back up info and pictures to document your issue. The crack in your fridge may have been caused during shipping, which is almost impossible to document. Take pictures and send to Norcold. Hope you have better luck.

 

[chuckster57]

This thread is now closed.