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Due too some diligence on my part I guess I have able to speak with Jeff Runels the President/CEO of Keystone RV to express my concerns on the quality of the work coming from his factories. Let me state that Mr. Runels was very concerned about my issues that we had with our 2021 Cougar 26 RBS. And really that was all I really wanted to begin with. I wanted to speak with the top and as a Keystone customer I felt like I should be able to do this. I gave him my opinion on what I feel was the main cause of the issues we/I had. It was my opinion that Keystone was rushing to meet dealer demands for Keystone RV's. So naturally the craftsmen were working fast as they could to meet demand. So its natural for me to assume workmanship might suffer to a degree. Let me also state that the majority of the issues we/I had were minor but collectively I felt like someone needed to know at the top of Keystone. Also being sorta handy I was able to repair/fix 90% of the issues we had. President Runels was a complete gentlemen during our conversations over the phone. I further explained to him for us it was never about money or filing a claim under warranty. We/I just wanted the top to know what was going on with the quality of the product being produced.
I bought a brand new bumper pull trailer in December. One month later on my first trip the heater goes out. Water from the hall window leaks so much water and now I have water damage. With covid it was hard to get in contact with anyone but while I waited summer arrived and now the master bedroom a. C. Works when it wants to. I called and payed for a trailer tech to come out because it was going to be a few weeks after I take and drop off to a keystone dealer for them to even take a look at it. Meanwhile I now am in a hotel going on a month. They will not pay for a travel tech to work on warranty work and they will not reimburse me for lodging. And I am on week four in a hotel and the services enter at camping world in olive branch has still not had time to look at it. The lady I spoke to on the phone Lisa caldron did remind me that this is just a trailer and this is how they are built you know. This is just how it is. And I am still in a hotel and still have no idea when a keystone dealer can actually do something with the things that either broken or water damaged. This is expensive Costing me already over 3,000 dollars waiting on them and a complete nightmare
I bought a brand new bumper pull trailer in December. One month later on my first trip the heater goes out. Water from the hall window leaks so much water and now I have water damage. With covid it was hard to get in contact with anyone but while I waited summer arrived and now the master bedroom a. C. Works when it wants to. I called and payed for a trailer tech to come out because it was going to be a few weeks after I take and drop off to a keystone dealer for them to even take a look at it. Meanwhile I now am in a hotel going on a month. They will not pay for a travel tech to work on warranty work and they will not reimburse me for lodging. And I am on week four in a hotel and the services enter at camping world in olive branch has still not had time to look at it. The lady I spoke to on the phone Lisa caldron did remind me that this is just a trailer and this is how they are built you know. This is just how it is. And I am still in a hotel and still have no idea when a keystone dealer can actually do something with the things that either broken or water damaged. This is expensive Costing me already over 3,000 dollars waiting on them and a complete nightmare
Purchased this rv in July 2018, for the additional living space (rear den) and the included Artic package. After becoming a full timer, I have found that there wasn't any additional insulation provided to this rv to make it livable in winter conditions, all that was added was 3 tank heaters. During this past summer the livingroom was a sauna, due to lack of insulation and the fact it only has 2 air conditioners. This rv has 5 slides which has a great amount of open space and is 41ft long. Design should have included an air conditioner in the livingroom. This winter I am experiencing same situation except it is with heating this rv. Keystone only allowed for one heat source, which is insufficient to heat this entire rv. My rear den area is inhabitable due to being too cold due to Keystone's lack of sufficient heating sources.
Keystone has marketed this rv for using in Artic conditions, they are lying to the public, this unit you will freeze in the winter unless you run your furnace continuously and keep rear den door closed.
Beware of the deceptive practices that Keystone is using to sell their rv's.
Sent our Cougar MBI in to Camping world in Concord NC. Considering we were dealing with the covid 19. They approved the warranty work for processing and sent the parts to Camping World in a timely manor and Camping World knocked it out in 2 days flat.
Received part fast and when they said it would get it! Nice to know places like this are still around.
Took brand new camper for weekend trip towed with brand new truck on straight insterstate on clear day. Suddenly weight shifted to the left and camper flopping in both lanes. Faulty spring shifted weight 6 inches to the left. KEYSTONE REFUSED TO TAKE ANY RESPONSIBLITY FOR DAMAGES OR INCIDENT.
Family and other driveres nearly died and KEYSTONE flipped us off like nothing.
We are out of over 22,000 dollars. 2014 Keystone Hideout is NOT safe to pull
Due too some diligence on my part I guess I have able to speak with Jeff Runels the President/CEO of Keystone RV to express my concerns on the quality of the work coming from his factories. Let me state that Mr. Runels was very concerned about my issues that we had with our 2021 Cougar 26 RBS. And really that was all I really wanted to begin with. I wanted to speak with the top and as a Keystone customer I felt like I should be able to do this. I gave him my opinion on what I feel was the main cause of the issues we/I had. It was my opinion that Keystone was rushing to meet dealer demands for Keystone RV's. So naturally the craftsmen were working fast as they could to meet demand. So its natural for me to assume workmanship might suffer to a degree. Let me also state that the majority of the issues we/I had were minor but collectively I felt like someone needed to know at the top of Keystone. Also being sorta handy I was able to repair/fix 90% of the issues we had. President Runels was a complete gentlemen during our conversations over the phone. I further explained to him for us it was never about money or filing a claim under warranty. We/I just wanted the top to know what was going on with the quality of the product being produced.
We bought a 2021 Keystone Cougar 26RBS on March 20,2021. On our first trip out it cam a hard rain in the middle of the night. Me and my wife were awaken by water dripping on our heads from a leak from the front window we thought. As the morning sun came up the rain stopped and I was able to use a ladder and I discovered where the water was getting in. The front cap LED lights that run across the front cap, the hole to fish the lights through was not properly sealed with silicone. This hole was allowing water to enter the front collecting at the base of the window spilling over into the bed soaking the mattress and carpet under the bed. Also we discovered water leaks under the kitchen and bathroom sinks as well as the shower. During a travel day the trailers front drivers side shackle from the suspension broke also the back drivers side shackle broke. I was able to get roadside assistance and was able to get back home to address the suspension issue better. My solution to the suspension issue was to replace it with the Morryde CRE 3000 upgrade kit. The slide paneling inside the trailer has fallen off, several other cosmetic issues inside aswell had to be fixed. The hinges that allow the bed to be raised up had to be replace due to not being strong or sturdy enough to lift the bed up. The refrigerator came out of its housing inside the trailer, the trim around the refrigerator broke and had to be replace. I know all this sounds minor but when you by something brand new and spend close to $50,000 you should be able to expect a product in better shape. I am sure I have left off some other things. But being sorta handy I was able to fix some of these issues. I did make contact with Keystone, I spoke with a Stephen Holmes and explained to him my disappointment with Keystone. I told him there is no way this trailer should have passed a quality control inspection. Also I seriously doubt and inspection was done as to quality control. I told him that I feel that Keystone was in such a hurry to get campers to dealers that they rushed through building these campers just to meet demand. We have just recently discovered roof issues that we had fixed out of pocket and we were told the repair we had done was considered after market and will not be honored under warranty. His solution to this was to extend my warranty six months and send me and my wife two t-shirts, two ball caps, and two koozies. Now my question to who ever reads this: Is this the type of customer service you would expect?
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