Originally Posted by sbert52
Interested in a Cougar Fifth Wheel. Have been told good and bad things about them. How good does Keystone stand behind their product?
Keystone (Thor) is the largest manufacturer of RVs in the USA. They now own the Airstream brand. The Keystone brand has a 1-year warranty, so they'll stand behind it for a year. After that, you're absolutely on your own in most cases.
Some dealers seem to be better at getting warranty approvals done than others - and some have luck after warranty with items that ARE factory issues - such as fading front caps or roofs that come off unrelated to maintenance.
Have a look at their BBB responses - see how they handle consumer complaints yourself and decide if that's adequate or not. Then compare to similar complaints from Momentum or Jayco (both brands cost more).
The reality is that Keystone doesn't make refrigerators or many of the systems in these RVs and moving to a Jayco will likely net you the same Dometic fridge.
I'd say big differences are:
1) How the manufacturer responds to the consumer. Keystone largely says "talk to the dealer, that's your responsiblity". Other manufacturers may provide direct support.
2) How long the factory warranty lasts.
3) Price for about the same RV - features, construction, etc. I think generally Keystone is less expensive.
4) How much the factory pays the dealer for warranty repairs. This gets reflected in how soon your repair gets done and if you get ANY support from a dealer where you didn't happen to purchase your RV. Your dealer will likely tell you that you can get a warranty repair at any keystone dealer, but practically that's not true.
Ask your dealer how long it takes to get in for a "warranty" repair during their busy period. It can easily be 30-90 days. Add a few weeks for parts delivery, a few weeks for shipping - and that's about how long a warranty repair takes. A few of those can consume your warranty....
Figure out what "PDI inspection" means and go through it - don't sign final paperwork until complete. Use the unit as soon as possible, preferably in the not-busy season to get the bugs worked out.
I have a 2015 Carbon 327 (Keystone). Issues covered under warranty
1) All the LED lights failed while on the road, one at a time. Took the dealer weeks to address it.
2) Roof came loose in front. Took 60 days to repair all in.
3) Misc small things - adjustments, cabinets, etc.
4) Frame had some surface rust from being delivered in the winter (salt).
I don't profess this is good or bad.. And most RVs are generally constructed the same way. MOST of them have issues when leaving the dealer - so don't expect to buy your way out of that.