Montana Owners Club - Keystone Montana 5th Wheel Forum - View Single Post

tomNtrisha · 07-29-2014, 02:56 PM

New policy for CW Nashville Service Dept - they break it--customer pays for it. On 7/8/14 had warranty issue on black tank valve; got it repaired under warranty-tech messed up gasket and it started leaking the 19th. Took it back to CW on the 25th to get leak fixed. Tech used toilet to fill tank & broke the foot pedal & the water valve came apart and water went everywhere. I received a call from service dept and they told me what had happened & that it would take several days to get the part to fix it. We full-time so I really couldn't wait that long with no toilet. They said they could put another toilet in so I decided to upgrade from Thetford to Dometic. I offered to pay the difference for the upgrade. They installed a white one instead of bone colored because their only bone colored one was display model & they couldn't let me have it. They filed a warranty claim on the broken one on 7/28 & called me the 29th, telling me the claim was denied. I called Keystone & was told CW was given the authorization for parts & 1 hr labor to fix the toilet. When I confronted CW with this they told me I owed for the toilet & labor & totally ignored what Keystone had told me. CW was going to charge me for the toilet & labor. I told CW if I was going to have to pay full cost of toilet, I wanted the bone color & not the white one. Bear in mind, the only reason we needed a new toilet was because they broke it! On the 29th it was suddenly okay to sell me the display bone model that I couldn't have on the 25th. So I had to paid full price for the bone colored one, brought it home & installed it myself and took the white one back. I spoke with the general manager who told me they weren't going to follow up on the warranty claim. That's how we came to pay for CW's breakage.

07-29-2014, 02:56 PM	#1
tomNtrisha Seasoned Camper Join Date: Jan 2014 Location: Apache Junction AZ Posts: 54 M.O.C. #14022	CW Nashville Service Dept New policy for CW Nashville Service Dept - they break it--customer pays for it. On 7/8/14 had warranty issue on black tank valve; got it repaired under warranty-tech messed up gasket and it started leaking the 19th. Took it back to CW on the 25th to get leak fixed. Tech used toilet to fill tank & broke the foot pedal & the water valve came apart and water went everywhere. I received a call from service dept and they told me what had happened & that it would take several days to get the part to fix it. We full-time so I really couldn't wait that long with no toilet. They said they could put another toilet in so I decided to upgrade from Thetford to Dometic. I offered to pay the difference for the upgrade. They installed a white one instead of bone colored because their only bone colored one was display model & they couldn't let me have it. They filed a warranty claim on the broken one on 7/28 & called me the 29th, telling me the claim was denied. I called Keystone & was told CW was given the authorization for parts & 1 hr labor to fix the toilet. When I confronted CW with this they told me I owed for the toilet & labor & totally ignored what Keystone had told me. CW was going to charge me for the toilet & labor. I told CW if I was going to have to pay full cost of toilet, I wanted the bone color & not the white one. Bear in mind, the only reason we needed a new toilet was because they broke it! On the 29th it was suddenly okay to sell me the display bone model that I couldn't have on the 25th. So I had to paid full price for the bone colored one, brought it home & installed it myself and took the white one back. I spoke with the general manager who told me they weren't going to follow up on the warranty claim. That's how we came to pay for CW's breakage.