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Old 10-24-2023, 06:34 AM   #1
Old_Salty
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Keystone Customer Service

Sorry for the late (and long) post but we've been busy traveling.

Last fall, our 5th (2021 Montana 3791RD) developed a crack in the sidewall at the front edge of the bedroom slide. We took it to the dealer we purchased it from. The repair resulted in a lengthy stay at the dealer and we were less than happy with them as a result.

This fall, we broke the rear spring hanger away from the frame. A day or so after we had it welded, we were passing through Elkhart and decided to visit and ask the Customer Service group who besides our dealer was certified to perform warranty work for us. They were outstanding! Long story but the short version is they arranged for the spring hanger to be checked by Lippert and this resulted in two new spring hangers installed and gussets added to all 6 - all on that day so it wouldn't impact our travel plans. They also want our rig back to repair sidewall cracks by the rear slides this spring, even offering to pick it up at our residence.

Kudos to them for their attention to us and our issues! I am terrible with names - I think it was Shelly in Customer Service that got the ball rolling and Darrell the service shop manager. There were two more - Brent and, I apologize, I did not get the fourth person's name. All were great to us while we were there. Brandon, who scheduled the spring work and pickup, was great as well.
 
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Old 10-24-2023, 07:02 AM   #2
1retired06
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Nice to hear about good dealer service!
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Old 10-24-2023, 07:08 AM   #3
Old_Salty
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It was Keystone's Customer Service, not the dealers. The dealer service was lacking which is why we stopped at Keystone
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Old 10-24-2023, 06:58 PM   #4
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Quote:
Originally Posted by Old_Salty View Post
It was Keystone's Customer Service, not the dealers. The dealer service was lacking which is why we stopped at Keystone
Love to hear something positive about Keystone now and then. Typically all we hear is the negative. Thanks for sharing. Just wish I lived closer to the factory
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Old 10-25-2023, 04:36 AM   #5
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Originally Posted by Foldbak View Post
Love to hear something positive about Keystone now and then. Typically all we hear is the negative. Thanks for sharing. Just wish I lived closer to the factory
Couldn't agree more!
We have had our rig in to the dealer for most of the last 3 years to get sidewall cracks at the rear fixed. The result was larger and larger holes cut in the sides and patches that did not hold.
Finally, Keystone has scheduled to take our rig into the factory in March next year to fix it right! Their customer service is great, you just have to work through the process and find the right person to get the ball rolling.
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Old 10-29-2023, 03:30 PM   #6
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Did they feel like this is a stress fracture or just a crack in the paneling
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Old 10-30-2023, 09:06 AM   #7
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But what about all the broken welds and sidewalls that go unrepaired?

I think it is wonderful that you had a good experience with Keystone Customer Service, but they have yet to correct the design flaws and build quality issues that are creating all of the broken welds and sidewall cracks. It's been going on for MANY years. We have a 2017 Montana that we purchased in 2019. It took us a while to notice that the back lower right corner of back wall was sticking out at least an inch. It was beyond the 3-year structural warranty period - and Keystone refused to repair it. They continue to build products with defective designs - and only fix a very small fraction of the broken units - because so many people don't realize they have broken welds or don't see the cracks until it's too late. It costs thousands of dollars and weeks or months of lost use of the trailer to correctly repair these types of issues. If buyers only knew - they might steer clear of Keystone products. So, the question is - WHEN will Keystone correct the design flaws that are creating all of these issues? They should have done so YEARS ago! Is it going to take a class action case to hold them accountable?
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Old 10-30-2023, 09:58 AM   #8
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Great to hear positive feedback about Keystone and glad they are taking care of you.
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Old 04-12-2024, 07:22 PM   #9
Old_Salty
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An update on our Montana - the transport company picked up the rig at our residence about 1-1/2 weeks ago. We received a message from Keystone few days later that it arrived safely. Today, we received a message reviewing the items found on Keystone's visual evaluation and a message that we would be receiving regular updates after repairs begin.

As another stated, the design and/or build could use a review as these repairs are rather significant.

So far, Keystone has been very responsive and we are happy with this process. I'll try to keep up with updates as we get them.
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Old 04-13-2024, 03:49 AM   #10
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Sounds like you are in the same boat as we are. They got our rig about 2 weeks ago and I had 2 emails now so far showing what repairs they are doing and where we are in the process. I spoke with Amanda on the phone after they had a chance to go over the unit. So far, Keystone has been outstanding with their customer service and we are quite happy with the process too.
Good luck to you and your Montana.
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Old 05-21-2024, 02:16 PM   #11
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Angry Our faith in Keystone is slipping

Well our level of frustration is building at a rapid pace.

Our Montana was picked up and delivered to Keystone the first week of April. They did the examination (looked to be very thorough) and created the work order for the repairs the second week of April. We have been waiting in line for shop space ever since. Last communication estimated this week depending (from two weeks ago). Mind you - this process was put in place on October 5, 2023 - so there shouldn't have been this type of lengthy delay.

There was 6 months between when our Montana was scheduled in and when it arrived there, a week to inspect after it arrived, and create the work order for repairs, and order parts. On May 2 the parts were in but no shop space available. Here it is May 21, and we are now at 8 months later, and we are still 4-5 days before the Montana makes it inside inside for repairs to begin, let alone when they will be completed.

Our camping season is dwindling away and those of us in the northeast already have a short season. Hopefully, this changes soon!
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Old 05-21-2024, 04:19 PM   #12
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We are in the same boat. Our rig went in on March 18th. Just got an email today that we are going inside to start work.
We are very pleased thus far that Keystone has dona a very thorough inspection and has a long list of repairs to complete. We have had sidewall cracks at the rear slides. They are replacing the entire door side wall. Wow. That's gotta be a major undertaking.
Additionally, the service techs found issues we were not even aware of.
They have been excellent at keeping us apprised of the status every few days.
It is very frustrating to have a $1,000/mo payment, $200/mo storage fee and no camper to travel with, but honestly it has been in the shop locally as much as it has been on the road since October 2019 and our dealer wasn't able to get it fixed. So we are very grateful that Keystone is going to fix it this time.
Finger crossed for the both of us that this time is the charm.
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Old 05-24-2024, 10:50 AM   #13
Old_Salty
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Good news that yours is going in!

I spoke with the service writer and he stated he expected another 4 - 5 days before ours goes into the shop. They are replacing both side walls along with a list of other things that we had no idea about needing attention.

While we are extremely thankful for their work on our behalf, we wish that the scheduling for the work was done more timely. We could have used it for another month before it went to Indiana. And we are unable to make any sort of reservations for later this summer with the fear the repairs will linger on.
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Old 05-28-2024, 07:15 PM   #14
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Update - received an e-mail this morning that our Montana has made it inside and repairs have started! This is good news for us as we were beginning to think the entire camping season was lost. Will post updates as things progress.
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Old 05-29-2024, 04:27 AM   #15
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Well it looks like we are only a few days apart. They have removed the windows and compartment doors from the door side wall and all structural parts inside in preparation to remove the door side wall and replace it. We were originally told to expect 6-8 weeks for the repairs, so I am guessing that started when the rig came inside the shop and work began, not back in March. Hopefully, we will get it back some time late July or early August.
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