montana 3790 warranty denial

[bssifter]

Hello everyone, I am new to this forum and sadly I am here for help that I may need a lawyer for. I purchased a 64k 3790rd 2016 Montana and the factory and the dealer are not accepting responsibility for the problems they sold me. I videoed my walk though since I had a bad feeling about Folsom lake R.V. From the first time I was there even though there were employees milling about no one there was able to help whatsoever except the f&i person gave me a brochure. I have video and recorded phone calls with Jamie Cordero who I can only assume is the owner stating they would make this right by coming to my location to pick up my coach after I complained to Keystone. When that day came he had changed his mind assuming I would go away. Today after being without my trailer for about 6 weeks I got the same change of heart from Montana. After being told to go to a warranty center hours away by Keystone customer service they told the warranty center they had to get approval from the selling dealer. It's not likely they are going to be helpful in hanging themselves. My coach has no running water and about eight or ten less important problems like a bad dented reefer that cost 125. a month to run. My question is has anyone had a similar experience with a Keystone product or Folsom lake rv and how did it get resolved. I have also not been able to track down the right agency to complain to. bar and consumer affairs suggested I try dmv, please god no not the DMV !

[richfaa]

125.00 a month to run a fridge?????

[laknox]

Why won't Keystone authorize an independent RV repair service close to you, if the dealer is no help? Need more info; lots more info.

Lyle

[Brockinfla]

You bought an rv you didn't feel good about from a dealer you didn't feel good about.

Sounds like you got exactly what you deserved and what you were looking for.

[ZOSO]

kohai wrote:
Persistence is the key. You have to be the guy making all of the phone calls -- don't wait on them to call someone and get back you because they won't do it. Call them daily while being polite. If they need parts, make sure they actually order them (I've waited months with my dealer to find out they never ordered them).

You are your own expediter. You are your own link between the dealer and the manufacturer. If you rely on one of them to step up and do it, then it won't get done quickly if at all.

This RV world is not like a normal customer/service relationship. You have to do all the nagging, calling, follow up, etc.

I agree!

I find this to be true with anything you need to do now days. From business to government to service, YOU are the one who needs to make things happen and (most important) make things happen correctly.

It's shameful, but it's true.

[azjeffh]

OP :h

[topjimmy]

I gotta agree with some folks here something does not sound right ,it is a 2016 and still under warranty and the Dealer or Keystone will not fix it?????makes no sense to me,I have had a 2012 Montana and my New 2015 Montana and have had no issues with Keystone or my dealer taking care of a bad toilet on my 2012 and broken chair on my 2015 ,it took a couple weeks but was taken care of no problem,there has got to be another side to the story And also like was said before you will have better luck getting answers on the Montana Owners forum than here on RV.Net the MOC is HUGE with lots of folks that might help ya

[Us_out_West]

shepstone wrote:
Something doesnt seem to add up here... What are the reasons they both gave for denying a waranty claim?

Agree....not sure the whole story is being presented here.

2 sides to every 'complaint'.

[abc40kids]

It's brand NEW! Take a deep breath and call Keystone. Let them know you are not happy with the dealer you purchased from and ask them to recommend a dealer. I agree about the lawyer talk, don't mention lawyer until your ready to go that route.

Keystone doesn't want their name bad mouthed so be persistent and professional with them. Sounds like your patience is running thin with good reason but being a 2016 they (Keystone) is responsible for any defects period!

Good luck with it and keep us updated....

[shepstone]

Something doesnt seem to add up here... What are the reasons they both gave for denying a waranty claim?

[darsben]

bssifter wrote:
Hello everyone, I am new to this forum and sadly I am here for help that I may need a lawyer for. I purchased a 64k 3790rd 2016 Montana and the factory and the dealer are not accepting responsibility for the problems they sold me. I videoed my walk though since I had a bad feeling about Folsom lake R.V. From the first time I was there even though there were employees milling about no one there was able to help whatsoever except the f&i person gave me a brochure. I have video and recorded phone calls with Jamie Cordero who I can only assume is the owner stating they would make this right by coming to my location to pick up my coach after I complained to Keystone. When that day came he had changed his mind assuming I would go away. Today after being without my trailer for about 6 weeks I got the same change of heart from Montana. After being told to go to a warranty center hours away by Keystone customer service they told the warranty center they had to get approval from the selling dealer. It's not likely they are going to be helpful in hanging themselves. My coach has no running water and about eight or ten less important problems like a bad dented reefer that cost 125. a month to run. My question is has anyone had a similar experience with a Keystone product or Folsom lake rv and how did it get resolved. I have also not been able to track down the right agency to complain to. bar and consumer affairs suggested I try dmv, please god no not the DMV !

.
I wold not have taken delivery as has been stated here until all was fixed. But that is water under the bridge (except in the Carolinas).
Your best bet is to call the attorney general in your state and see a lawyer. Maybe you can rescind the contract under the implied law of merchantability. The merchandise must be suitable for the purpose intended.Who obtained the financing? The dealer? Then call the lender and tell him your problem. They may go to bat for you. Imply you may be turning the rig into them as you cannot afford to pay for something that is not useable

[agesilaus]

Your local TV stations and/or newspaper may have someone dedicated to helping people like you. Exposure in the local media tends to bring quick results.

Also we once had a problem with Bank America, they took over the local bank that my minor kids had accounts in. Once they had control they basically looted the accounts with service charges. I had the the kids make signs saying "Bank America stole our money" and had them picket the bank. Within 30 minutes the manager was out there and first threatened the kids with arrest, I laughed that off and pointed out that the sidewalk was public property. She then quickly gave in and paid them their money. Some picketing on Saturday which is probably their busiest day might produce results.

[kohai]

Persistence is the key. You have to be the guy making all of the phone calls -- don't wait on them to call someone and get back you because they won't do it. Call them daily while being polite. If they need parts, make sure they actually order them (I've waited months with my dealer to find out they never ordered them).

You are your own expediter. You are your own link between the dealer and the manufacturer. If you rely on one of them to step up and do it, then it won't get done quickly if at all.

This RV world is not like a normal customer/service relationship. You have to do all the nagging, calling, follow up, etc.

[Halmfamily]

Try sending a complaint to the BBB in botbe states, where dealer is and manufacturer. Also maybe a letter to both States Attorneys could get something motivated. Good luck.

[mike_kellie]

That's a horrible story to hear. I bought our Montana Mountaineer 5th wheel from them in 2007 brand new and they even set up my truck with the 5th wheel hitch and 7-way cable. This almost sounds goofy in that we were welcomed with open arms when time came to pick up our 5th wheel. Pictures were taken and posted and it really felt like a caring customer appreciated company. Everything worked when we left, and we never had to go back for service excluding the fading,curling and peeling decals that at the time was wide spread. They also waxed my local Keystone dealer by many thousands. I'm really surprised by your story and hope it's resolved to your satisfaction.

[mayo30]

If you have ever mentioned the word lawyer to keystone or the dealer your friendly negotiations and any goodwill evaporated.