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Old 05-03-2014, 11:24 AM   #1
hickory
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Warranty payment

After a problem getting our electric motor replaced in Texas, we dropped our 3400 off at a dealer 15 miles from home. They have only been a Keystone dealer for about one year. I waa told I would have to pay all costs upon completion and Keystone would reimberse me as soon as they received the bill. Now is that a great way to run a warranty or what? I called customer (non) service and a very helpful person informed me that this is correct. (This the motor that runs the hyd. pump for the level-up and slides). For a simple 20 minute job, this ordeal has been very frustrating.
 
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Old 05-03-2014, 11:57 AM   #2
Carl n Susan
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I have had a *LOT* of warranty work done on my Montanas over the years and I have *NEVER* paid in advance (or later, or at all) for warranty repairs. Is there more to this story as it isn't what any of us have experienced?

Typically the dealer receives approval from Keystone/Montana before doing a warranty repair. This approval ensures payment (probably not as much as the dealer would like) from Keystone to the dealer. The customer is only out the time and effort getting the RV to/from the repair facility.
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Old 05-03-2014, 12:02 PM   #3
DQDick
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Sounds like the dealer isn't really a Montana Dealer. The only time I had to do that on a warranty repair was when the repairman wasn't a Montana dealer. Keystone was good about approving it, no Montana dealer anywhere near, and prompt with the reimbursement. All other repairs, no out of pocket before or after.
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Old 05-03-2014, 12:14 PM   #4
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Something very wrong there. The warranty cost is on Keystone.
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Old 05-03-2014, 12:26 PM   #5
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Ditto everyone else - only time that occurred was when i used a non-keystone repair facility in a. Emergency situation.
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Old 05-04-2014, 02:06 AM   #6
hickory
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The faciliy is a Keystone dealer handling only one Keystone product, a park model called a "Retreat" I believe. Not a Montana dealer. I was recommended to this dealer by Keystone customer service.
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Old 05-04-2014, 03:12 AM   #7
1retired06
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We have never paid for warranty work.
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Old 05-04-2014, 04:09 AM   #8
richfaa
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Keystone is keystone . We had warranty work done in Quartzsite by a Keystone not a Montana dealer and Keystone wrote the check. Call keystone and clear this up....
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Old 05-05-2014, 06:52 PM   #9
clarkandsheila
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Call Keystone back. Something is not right. I've only had one warranty claim soon after we took delivery but it was handled between Keystone and the dealer once the approval process was completed.
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Old 05-06-2014, 02:10 AM   #10
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Warranty work is paid directly to the dealer. The dealer is required to get approval on some things before the work is done.
When no Keystone dealer is available, sometimes they will authorize you to go to an SOB dealer, get repairs, and be reimbursed for your expenses, still requiring prior approval.
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Old 05-06-2014, 12:33 PM   #11
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Not sure I'd settle for a Keystone park model dealer only. It all they take care of is Keystone "Retreats" then I'd retreat!
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Old 05-06-2014, 01:38 PM   #12
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I'd retreat, too! Take it to someone who works on ramblin' down the road, models.
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Old 05-06-2014, 02:17 PM   #13
Artemus Gordon
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Quote:
quote:Originally posted by DQDick

Sounds like the dealer isn't really a Montana Dealer. The only time I had to do that on a warranty repair was when the repairman wasn't a Montana dealer. Keystone was good about approving it, no Montana dealer anywhere near, and prompt with the reimbursement. All other repairs, no out of pocket before or after.
Same here when using non Montana, non Keystone dealer. Even Keystone dealers with out Montana line, were paid directly.
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Old 06-06-2014, 09:47 AM   #14
hickory
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RE: Warranty payment.
Well, it only took 5 weeks, but we finally received our reimbursment for our warranty work done in early May. Keystone customer service explained that each Keystone dealership is independently owned, and because of that, they have the option of collecting for warrany work up front. That's not what the e-mail said that I received from customer relations. I'm glad I didn't talk to anyone else or I would probably have gotten another "explanation"! All's well that ends well. Keep Smiling!!!!!
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Old 06-06-2014, 01:47 PM   #15
woodtic
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Still waiting for my check from Keystone. Still having warranty issues on a few remaining items. Took the Montana to a local dealer this time. All I had was problems from the selling dealer. Even the repairs they did manage to accomplish are questionable at best.
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Old 06-07-2014, 05:35 AM   #16
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We have had our new Montana less than a year and there has been about 5 or 6 issues. Due to being full time, currently on the road, and the fact the problems are minor, we have not taken it back to a dealer yet. But what I have done in each instance when something breaks or goes wrong, I call Keystone direct and tell them about it and let them know I will be getting it fixed at an unknown dealer in the future. They always assure me that they are making notations in my "file" for future reference. I have a Keystone dealer picked out in central Illinois I plan on using. I guess I should ask them up front who will be paying the immediate bill.
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Old 06-07-2014, 06:38 AM   #17
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We have always done the same thing Joe and it has worked for us. I report every problem small and large to Keystone during the first year and have it entered on my file it case that small problem becomes a big one in time it has been reported before the warranty expires.
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