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Old 12-19-2021, 07:49 AM   #1
The Reycrofts
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Heat Pump

Does anyone else have a heat pump missing from the unit?

We purchased a MHC 294RL in May 2020. It spent most of 2020 in repair Bedroom Wall, Solar non functional, slides not working correctly, Control panel on fridge had to be replaced, and the heat pump was blowing cold air when turned on. the Authorized Dealer discovered the Heat pump was not installed.

At the hershey show this year 2021, we found a Keystone rep and asked how this is possible, he told us, it is installed in the front AC unit, So we had the Repair center check that, Nope! Contacted the two reps from Keystone again and they had CS call. Their response was it left the factory with the heat pump.
 
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Old 12-19-2021, 08:04 AM   #2
mhs4771
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There is no Heat Pump to install. It's just circuitry to reverse the operation of your AC.
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Old 12-19-2021, 08:30 AM   #3
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Did you order your rig from the factory or buy it off the lot? Sometimes a dealer will rob Peter to pay Paul on parts. If another unit had a problem then the one you bought might have been pirated for parts. Just an idea...

Might be a call to the dealer to make it right.
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Old 12-19-2021, 08:42 AM   #4
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Originally Posted by jsb5717 View Post
Did you order your rig from the factory or buy it off the lot? Sometimes a dealer will rob Peter to pay Paul on parts. If another unit had a problem then the one you bought might have been pirated for parts. Just an idea...

Might be a call to the dealer to make it right.
That is a good point. I was at a local dealer that had a list of pirated parts inside the cupboard door. I checked a few rigs on their lot and about 20% had a list of missing parts.
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Old 12-19-2021, 10:01 AM   #5
Option 65
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Check your build sheet and then confirm the model and serial number on each unit mounted on your roof. Our 2019 3120RL came from the factory without the heat pump. (It was supposed to be there). It took numerous weeks and a dealer willing to argue with the factory to get ours replaced with the correct unit.
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Old 12-19-2021, 10:13 AM   #6
The Reycrofts
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Thank you.

I thought it odd that both AC units were the same model, but didn't think much about it.
Will pull the Build sheet again and send it forward to Keystone Although they should have it. Our Dealer less than helpful and blamed everything that went wrong on Covid./

Quote:
Originally Posted by Option 65 View Post
Check your build sheet and then confirm the model and serial number on each unit mounted on your roof. Our 2019 3120RL came from the factory without the heat pump. (It was supposed to be there). It took numerous weeks and a dealer willing to argue with the factory to get ours replaced with the correct unit.
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Old 12-19-2021, 10:15 AM   #7
The Reycrofts
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We ordered it at the Hershey show, and it came wrong twice. Third time it was the right color, and had the solar we paid for, but not the table and chairs we ordered. Settled for this one. At the Hight of Covid, it was home delivered. Won't do that again.
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Old 12-19-2021, 10:16 AM   #8
The Reycrofts
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Ordered at the hershey camping show.
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Old 12-19-2021, 12:09 PM   #9
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It's also possible that shortages due to Covid caused them to substitute with what was available. Unless you can show that you actally paid for a heat pump you might not have any recourse.
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Old 12-19-2021, 12:21 PM   #10
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Covid is a poor, poor excuse for anything, and if they used that as their excuse then they should have never sold the unit in the first place. They were more than glad to take your money though and then deliver a product that is not what you paid for. I think that's called "switch and bait." In this case, they told you were getting something and then they switch to a lesser product and you were not informed until after money exchanged hands. It's also deceptive. Don't buy into that line of garbage. Hold them to the fire and don't give in.
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Old 12-19-2021, 01:21 PM   #11
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3rd world

This thread just shows you how pathetic people in the RV industry are. Good luck.
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Old 12-26-2021, 02:24 PM   #12
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Quote:
Originally Posted by The Reycrofts View Post
Does anyone else have a heat pump missing from the unit?

We purchased a MHC 294RL in May 2020. It spent most of 2020 in repair Bedroom Wall, Solar non functional, slides not working correctly, Control panel on fridge had to be replaced, and the heat pump was blowing cold air when turned on. the Authorized Dealer discovered the Heat pump was not installed.

At the hershey show this year 2021, we found a Keystone rep and asked how this is possible, he told us, it is installed in the front AC unit, So we had the Repair center check that, Nope! Contacted the two reps from Keystone again and they had CS call. Their response was it left the factory with the heat pump.
Your fight is mostly with the dealer you bought it from. You need to hold their feet to the fire and demand they make it right. Itís the dealers job to work it out with Keystone. Other posts are correct in that the dealers do rob parts from other rigs to make other RVís whole. They do it all the time. Take it all the way to the top at the dealer. If Keystone says it left the factory with the heat pump thats as far as they will go with you. Right now your fight is with the dealer. If you can prove you ordered your RV with a heat pump, and its not there, the dealer needs to make it right and they in turn can work it out with Keystone. You bought it from the dealer, not Keystone. This is why a good dealer makes all the difference. Once you are out of warranty, look for another dealer if your current dealer isnít taking care of you. NO EXCUSES. Keep good records and document all your conversations with follow up emails. Good luck.
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Old 12-27-2021, 09:04 AM   #13
Kyle and Lisa
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Originally Posted by mhs4771 View Post
There is no Heat Pump to install. It's just circuitry to reverse the operation of your AC.
You two women are very knowledgeable, I'm always impressed with your response unlike some others.
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Old 12-27-2021, 09:49 AM   #14
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As Michelle and Ann said, it is built into the A/C unit. I know some people had issues with not having the correct control box. It should be a 756 on non-super solar and a 755 on super solar units. I am not sure whether you ordered solar flex or super solar. If you do a search, there were some units sent without the heat pump capable controller. Also, on ours, the rear unit is the one with the heat pump. Your dealer should be taking care of this. If they are incapable, see if Keystone will authorize a mobile tech to fix it.
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Old 12-27-2021, 10:24 AM   #15
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Take 5 minutes- Pull the cover off the unit, see if it has a reversing valve. If it does it has heat pump capability, if not is is just a A/C unit.
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Old 01-17-2022, 10:37 AM   #16
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Just discovered that our 2020 294RL did not come with the heat pump option-it should have. I called Coleman-Mach with the serial number and they verified that it is a cool only unit.

Looks like it may have been an issue for other Montana owners as well. Anyone have any luck getting their unit replaced? It would be nice to show that it is not an isolated issue.

Not looking forward to this fight with the dealer.
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Old 02-07-2022, 12:19 PM   #17
The Reycrofts
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So As it turns out the Heat pump is not in the unit as ordered, and shown on the receipt. the Maintenance at Camping World is required to take pictures and send them to Keystone. The unit Installed on the camper is not the unit listed in the paperwork. so How many other things are Not as Listed?
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Old 02-07-2022, 02:00 PM   #18
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It's a hassle, for sure. But it's nice that you have paperwork supporting your claim. It will be interesting to see what Keystone and the Dealer do. Please keep us updated.
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Old 02-07-2022, 02:11 PM   #19
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I don’t think it’s anything question what they will do. Give the customer what they ordered and paid for. But we will see.
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Old 02-08-2022, 02:08 PM   #20
fleeb1
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We have a 2022 3121RL and our heat pump (even when we picked it up and did a walkthrough) was not working. the salesman said it was because it had been outside and so it was still registering below the required threshold so to test it again once we had it back home in our heated garage for long enough for it to warm up.. Long story short after talking to Keystone, Coleman-Mach and ASA (In Command) everyone is blaming the other person saying that for sure their part is working correct. We have an appointment to take the unit in in March to have them run more diagnostics and figure out what is wrong.
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