Complaint Review: Orangewood Rv Center

We purchased a 2015 cougar by Keystone in November 2014.  What a huge mistake I believe that if we would’ve have waited until all of the repairs were done before we bought (signed the contract).  All of the repairs would have been done to our satisfaction but no we were assured that Keystone is an upstanding company and all repairs would be taken care of.  What a JOKE!!! Our unit has been at the dealers for 4 MONTHS and the repairs are still not properly done. The Dealer say that they have to wait for Keystone to look at all repairs, and send parts.  When the parts come they are broken, lost, I can’t’ believe all of the excuses we are getting, we paid out money.  I will let everyone know how bad the service is with Keystone and tell people not to buy your product because you don’t stand behind your work 100%.

Here is our story: in November 2014 we bought a new Cougar 5^th wheel RV.  After we sign the paperwork we did a walk through, there were many things wrong with our unit.  We were told to take it home and the items would be ordered.  We did use it for 4 days; it was winter time, the day after thanksgivings.  When we got home we called Orangewood RV to ask when do they want us to bring it in, they said they would let us know.  My wife sent the asst. manager of service Doug, pictures (12/11/14) of the problems (18) that we had found in our 4 day of vacation. We had talked to the service manager Doug and also sent him the pictures on 12/18/14, so our parts could be order so we could get our unit back ASAP, he said that he received the pictures, but couldn’t do anything without seeing the unit.  What we were told during our walk thru was untrue.  With the holidays approaching we waited till after the New Year, what a mistake.  We were told by Doug that it should only take a couple of weeks to get parts to repair the unit; we should get it back by 2/5/15.  To our dismay Orangewood RV kept blaming Keystone for shipping defective parts to them.  Keystone said they did not receive the request for warranty work.

3/19/15 @ 3:38pm Left a message for Doug.  He returned the call the same day, he said that again our parts were lost, and the parts he did get were damaged or missing.

 So after 4 MONTHS they still did not get it right, and they have had are unit all of this time. So we have made payments for what? Nothing!  There were 17 items that were wrong, the head of service Josh, asked that we leave the unit for 3 extra days so he could have it detailed.   Another joke the unit was so dirty; it has NEVER been detailed.  Josh also told us that it was just cosmetic problems. They put in the same table that was warped, the island counter top was replace and they put in a broken counter top, and the faucet was not tighten, it just flopped around.

Then while waiting we took the unit to the lake for a vacation trip and after the second day the air conditioner stopped working and the refrigerator had a high pitch sound coming from it.  Needless to say we had to cut our trip short. My husband took the unit to a dealer by our home, they said the air conditioner was fried, that is not very reassuring to a person that has put so much money out for a lemon, and this unit has be a problem from day one. 

6/15/2015

Took our unit to Affinity RV INC.  by our home for repairs, because Orangewood has a problem fixing things.

5/13/2015

Unit back to Orangewood to repair dinette table, edge of carpet that is frayed, and Kitchen Island.  When we went to pick up our unit Ian had my husband sign the paperwork inside because it was so hot outside.  Went we went to look at our unit I notice that the kitchen island looked broken at the edge.  Ian said that it would be ok, and I said “NO” if one of my grandkids leans on it, it will crack. As for the dinette table the ordinal one was put back in because they said it looked better than the new one sent to them.  As for the carpet he said that they will have to re- carpet our unit.

6/11/15

Mike (also working with Shelly) from Keystone call to let us know that the wood shop got side tracked, and put our job to the side.  They are now working on our tables now and they should be done in a week.

6/18/15

Call from Keystone that our table & counter top is being shipped out via ups tracking # 3925253233.

6/23/15

Table & counter top delivered @ 1:07pm

6/29/2015

 Took our unit to Orangewood service today it will be done on Wednesday 7/1/15, hopefully fix things they couldn’t fix before.

7/1/15

 David (my husband) called Ian in service, because he had said, our unit would be done, and we could pick it up. Ian said that his one of his guys working on our unit, and could he have it until Friday 7/3/15.  David said yes, but it better be done on Friday. 

7/2/15 @ 11:11am

Josh (service manager) called to let us know that the table is warped again, and the counter to was cut wrong for the sink.  I told David that if Orangewood was actually working on our unit they would have known about this, before today.  Josh also told David if he was going to do a buy back with Keystone that he wouldn’t fix our unit. So back down to Orangewood, a 2 hour drive, to pick up our unit again unrepaired. 

To Keystone

This is an email I sent to Keystone, I received an email back saying I would be contacted on Monday  but no one called.

I have been on hold for over 35 mins.  I need a supervisor to call me about our unit. I need to speak to someone today!!!   I can"t get anyone when I call but, a recording I need help !!!

7/3/2015  @ 11:01am

7/6/2015 @ 7:35am

David called Keystone he has spoke to Lisa, and a Tracy but they are only advisors (they just answer phone and say they understand our frustration).

7/9/2015

Call Keystone about our tables I was very angry I was told that my concerns would be given to Nicholas Cottner (supervisor) and he would call me back.  I still haven’t heard from him.

7/21/2015 @ 7:45am

David call Keystone again – nothing done

7/27/2015@ 10:15am

David spoke to a Nicole she transfer him and he had to leave a message.

7/27/2015 10:25

I called I was very upset, of course I explained everything, then I was transferred to Nicholas Conttner, but I got is machine so I left a message

7/27/2015 @ 11:00

I called Keystone back spoke to a Nicole she said I needed to talk to a Steve Holmes she took my information because Steve was on the phone she said when he gets off she will give him my number to call me back.  Ha Ha I am still waiting !!!

7/29/2015

Ian from Orangewood called David, he told David that Nicholas Cottner called him and needs measurements for the island top.  David call Keystone spoke to a Ben gave him measurement for Nicholas Cottner.

8/7/2015 @ 2:52pm

I called and left a message for Ian.

8/10/2015 @ 8:15am

David called he spoke to a Natasha she said that our dinette table was sent on 8/4/2015, and as for the kitchen counter, she said that we have to pay for a new one. She said nothing in regards to our carpet.

This unit has been a “Lemon” from the beginning.  Hopefully you can speak to a person in charge, we can’t get past their customer service people.

One big problem with Keystone is that no one tells you, that you have to wait for an approval for repairs, parts before they can even order them.  So it is not like you can take your unit in and it gets fixed.  First you have to get the unit evaluated.  The entire problems are then written up and send off to Keystone, to approval any and all warranty work.  If we would have been told about this process in the beginning we would have never bought this unit.

In closing we have been paying for a unit that the dealer has had more than us, we bought this RV to enjoy retirement and do some traveling, but we can’t do anything with it, it is not trust worthy that we won’t be stranded somewhere considering all of the problems that are wrong with this unit.  We are very frustrated we are out of patients; we would like Keystone to either buy back our unit or reimburses us for our travel loss of used

Orangewood RV Center                                 Keystone

11449 W. Bell Road                                                          (574) 535-2100            

Surprise, AZ.  85378                                                              (866) 425-4369

(623)974-3000

Fax (623) 9746081