Keystone Customer Service

[Old_Salty]

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.

[1retired06]

Nice to hear about good dealer service!

[Old_Salty]

It was Keystone's Customer Service, not the dealers. The dealer service was lacking which is why we stopped at Keystone

[Foldbak]

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

[RMcNeal]

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.

[Marfowler]

Did they feel like this is a stress fracture or just a crack in the paneling

[Bruce in DFW]

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?

[1wayhighway]

Great to hear positive feedback about Keystone and glad they are taking care of you.

[Old_Salty]

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.

[RMcNeal]

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.