|
|
10-24-2023, 06:34 AM
|
#1
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
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.
|
|
|
10-24-2023, 07:02 AM
|
#2
|
Montana Master
Join Date: Feb 2012
Location: Lake Gaston
Posts: 8,773
M.O.C. #12156
|
Nice to hear about good dealer service!
__________________
Mike and Lorraine
2002 3655 FL, 2005 3650RK
2010 3665RE, 2015 3910FB
F350 crew cab dually 6.7
|
|
|
10-24-2023, 07:08 AM
|
#3
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
It was Keystone's Customer Service, not the dealers. The dealer service was lacking which is why we stopped at Keystone
|
|
|
10-24-2023, 06:58 PM
|
#4
|
Montana Master
Join Date: Jan 2022
Location: Shingle Springs
Posts: 2,592
M.O.C. #30417
|
Quote:
Originally Posted by Old_Salty
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
__________________
Tony & Donna & the best dog ever, Murphy.
2022 Montana HC, 295RL, 720 watts Solar, Onan 3600 LPG, 2K inverter, 200AH Lithium. 2020 GMC Denali 2500 6.6 Duramax, Demco 21K Auto Slide
|
|
|
10-25-2023, 04:36 AM
|
#5
|
Montana Master
Join Date: Oct 2019
Location: Jacksonville
Posts: 2,237
M.O.C. #25165
|
Quote:
Originally Posted by Foldbak
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.
__________________
Robert & Diana McNeal
2019 Montana Legacy 3791RD 20th Anniversary Edition
2014 F350 4x4 6.7L SRW
|
|
|
10-29-2023, 03:30 PM
|
#6
|
New Member
Join Date: Aug 2023
Location: Big Spring
Posts: 2
M.O.C. #33213
|
Did they feel like this is a stress fracture or just a crack in the paneling
|
|
|
10-30-2023, 09:06 AM
|
#7
|
Established Member
Join Date: Mar 2021
Location: Allen
Posts: 35
M.O.C. #28272
|
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?
__________________
2019 F350 LB CC 4x4 6.7L PowerStroke
2017 Montana 3811MS
2019 Rad Rover and Rad Mini Step-Thru
|
|
|
10-30-2023, 09:58 AM
|
#8
|
Seasoned Camper
Join Date: Feb 2022
Location: ORTONVILLE
Posts: 57
M.O.C. #30465
|
Great to hear positive feedback about Keystone and glad they are taking care of you.
__________________
2022 3500 GMC Duramax
2022 3121 Montana
|
|
|
04-12-2024, 07:22 PM
|
#9
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
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.
|
|
|
04-13-2024, 03:49 AM
|
#10
|
Montana Master
Join Date: Oct 2019
Location: Jacksonville
Posts: 2,237
M.O.C. #25165
|
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.
__________________
Robert & Diana McNeal
2019 Montana Legacy 3791RD 20th Anniversary Edition
2014 F350 4x4 6.7L SRW
|
|
|
05-21-2024, 02:16 PM
|
#11
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
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!
|
|
|
05-21-2024, 04:19 PM
|
#12
|
Montana Master
Join Date: Oct 2019
Location: Jacksonville
Posts: 2,237
M.O.C. #25165
|
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.
|
|
|
05-24-2024, 10:50 AM
|
#13
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
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.
|
|
|
05-28-2024, 07:15 PM
|
#14
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
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.
|
|
|
05-29-2024, 04:27 AM
|
#15
|
Montana Master
Join Date: Oct 2019
Location: Jacksonville
Posts: 2,237
M.O.C. #25165
|
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.
__________________
Robert & Diana McNeal
2019 Montana Legacy 3791RD 20th Anniversary Edition
2014 F350 4x4 6.7L SRW
|
|
|
06-26-2024, 07:38 AM
|
#16
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
sorry for the gap between updates. Last correspondence has the walls are installed, trim replaced, and the off door slides are being finished and tested. After that, to the paint shop and hopefully back to us shortly thereafter. We are anxious to say the least!
|
|
|
06-26-2024, 08:22 AM
|
#17
|
Montana Master
Join Date: Oct 2019
Location: Jacksonville
Posts: 2,237
M.O.C. #25165
|
That's great!
Still seems we are close to your schedule. They have replaced the side walls, fixed the expansion joint in the front and replaced slide mechanisms, slide roofs and bottom plastic. There are only a few items left on their list.
We hope to have her home in the next few weeks. Have a trip north scheduled in August.
__________________
Robert & Diana McNeal
2019 Montana Legacy 3791RD 20th Anniversary Edition
2014 F350 4x4 6.7L SRW
|
|
|
07-05-2024, 12:33 PM
|
#18
|
Montana Master
Join Date: Dec 2010
Location: Anytown
Posts: 621
M.O.C. #10966
|
Reading this thread with interest, so sorry for you folks that are having all these issues.
What a shame that Keystone can't seem to build RVs properly from the beginning and avoid these massive repairs.
But I don't think this kind of thing is unique to Keystone based on what I see from owners of other brands...
I have never been impressed with the RV industry as a whole which seems to churn out poorly designed and even more poorly built units and then takes forever to make repairs.
Doesn't make me very excited to replace my 2011 unit with a newer one...
__________________
2011 Montana 3580RL, Reese 20k GooseBox w/offset B&W ball, Sailuns, RoadMaster shocks, Splendide stacked washer/dryer, Progressive HW50C, some other stuff...
2015 Ram 3500 DRW Laramie Megacab, Aisin w/3.73s, 255/80 17 Toyos A/T III, rear auto level, 40 gal. fuel/tool combo box, B&W Turnover ball,
|
|
|
07-08-2024, 06:14 AM
|
#19
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
Appreciate the kind thoughts! Today's RV are so intricate using a myriad of components, any type of shortcoming can affect a lot of things. In our case, we believe the frame may not have been up to standards - not pointing a finger, just our thoughts. We will be getting an in-depth report of the repairs and causes after our rig is finished.
The Lippert frame is designed to work with Montana's designed super structure so any shortcoming may become evident in different areas. Any hickup in either will likely not be good.
I agree Keystone is not unique in having to chase these issues. The difference we have seen is Keystone has been upfront in dealing with them, at least in our case. So while we are very disappointed our rig has these problems, we say kudo's to Keystone for standing behind their product and addressing them. Other brands have not had the same level of service.
|
|
|
07-08-2024, 06:19 AM
|
#20
|
Seasoned Camper
Join Date: Mar 2012
Location: King Ferry
Posts: 95
M.O.C. #12298
|
Latest update - the repairs are completed and the Montana is ready to head to paint. Getting closer to having it home!
|
|
|
|
|
Posting Rules
|
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
HTML code is Off
|
|
|
|
» Recent Threads |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|