Disappointed in Montana Customer Service

[dkarius]

We are new owners of a 2012 Montana Mountaineer 295RKD purchased in Jan 2012. After the first couple of trips we noticed the kitchen sink was cracked. Took it to our dealer for repair. Six weeks later it is still not fixed. It is quite a long story we won't bore you with. We are dealing with customer service and the problem still has not been solved. We thought Montana had a great reputation, but so far we are very disappointed and are beginning to second guess our purchase.

[CamillaMichael]

Sorry to hear of your difficulties...sometimes an issue will get passed back and forth from dealer to manufacturer leaving the customer "out in the cold." Have you been able to determine which of the two is dragging this issue out? Can't speak for anyone else, but we have had good support from both Keystone and our dealer...no help to you, I know, but you might want to determine just who is the "culprit."

[seahunter]

Sorry to hear about your experience Keith. Even though this is the busy time of the year, six weeks is WAY too long to not have it fixed.

[HOOK]

Your dealer should get instructions to do repair; send pictures; or any number of things. If your dealer is communicating the problem then some reply should be forthcoming. IMHO as person working for CW.

[Emmel]

First of all, are you sure the dealer is even talking to Keystone Customer Service? There are lots of stories here where the dealer just ordered the parts and they must be then added to the parts ordered from a supplier. The best answer is to call Keyston customer service and ask them if they are aware of your problem. Make that call tomorrow! That phone number should be in the booklets in your unit.

[HamRad]

Keith and Karen,
Not sure why you're blaming Keystone/Montana. Sounds to me like you've got a dealer problem. Of course I'm not in your shoes so can't know for certain. And as others have said you may be stuck between the manufacturer and the dealer. I hate when that happens. My limited experience has shown that more often than not the dealer falls short of dealing properly with customer. Hope you get it straightened out to your satisfaction. Dennis

[dieselguy]

Just wanted to chime in. Owned 3 different Montana fivers since 2000. Excellent customer service both in and out of warranty on things from delamination to decals to brakes. Number 4 will be another Montana ... no need to shop further.

[hunts800]

Personally, I would look at your dealer. Our bathroom sink cracked on first trip - I wanted to upgrade to ceramic - so Keystone reimbursed me for the ceramic sink I bought at Home Depot, and my dealer installed it. No sweat - no hassle - out in one day~!

[timandsusan]

Our bathroom sink cracked while we are in Alaska in 2007. I called my San Antonio, Texas dealer and I had a new sink in about 10 days. So I am guessing the dealer is just not doing their job. Hope it improves. By the way, my dealer went belly up in 2010 but another RV shop picked up the Montana and is doing a good job. Every local business is run by real people--who sometimes don't do it very well.

[1retired06]

I agree, sounds like you have an unresponsive dealer. Does not get Keystone off the hook, but clearly a warranty issue easily solved, if the dealer did his job. Raise hell with the owner/manager of the dealership, as well as keystone. One of the challenges of any RV purchase is finding a reliable dealer; there are some real bums out there.

[lawrenceb42106]

Are you sure the sink is cracked and not scratched? We had the same problem with ours. It turned out the sink was scratched. The dealer used a special compound to polish the scratches out. They told us the whole counter and sink had to be replaced if it was cracked. Ours was scratched around the drain and up about 6". Sounds like you may have dealer problems. We are on our third trailer with Keystone with few problems. The factory has come through if the dealer wouldn't.

[DQDick]

From your post it sounds like you're already talking to Keystone Customer service. If so, call again and asked to speak to a supervisor. They screwed up once with us, but when management found out about the screw up things got fixed fast. The other two times they came thru like champs the first time.

[Artemus Gordon]

I agree with Dick. I called Keystone and told them we wanted to use a "Non Montana Dealer" in our area for all service. The dealer i chose sold Keystone, but not Montana's. They were happy to get business even Waranty work. Ask Keystone to authorize another dealer if you have issues..good luck

[sailer]

I go with Emmel its a dealer problem and call keystone # in book and talk nice to the tech and find out ??????// sailer

[TLightning]

Keep good records...names, dates, times, places, etc. If you don't get satisfaction from the dealer, move up a level in the chain of command, it that doesn't work, move up the Keystone chain. The squeaky wheel attracts the attention and gets taken care of...stay after them.

[Art-n-Marge]

All good advice above.

I had a fridge that broke at the second camping trip. After taking it to the dealer it took over seven weeks to get it fixed. I blame the dealer's service for not being proactive enough and me for not being "ugly" enough. I have a feeling if I knew better and started contacting Keystone as well early in the process, it would NOT have taken as long.

[TLightning]

quote:Originally posted by Art-n-Marge

All good advice above.

I had a fridge that broke at the second camping trip. After taking it to the dealer it took over seven weeks to get it fixed. I blame the dealer's service for not being proactive enough and me for not being "ugly" enough. I have a feeling if I knew better and started contacting Keystone as well early in the process, it would NOT have taken as long.

When an appliance breaks I've been very successful by going to the appliance manufacturer, not the dealer. There are lots of RV techs around that are authorized repair guys, and will fix the problem on site, under warranty.