James C.

We bought a 2021 Keystone Cougar 26RBS on March 20,2021. On our first trip out it cam a hard rain in the middle of the night. Me and my wife were awaken by water dripping on our heads from a leak from the front window we thought. As the morning sun came up the rain stopped and I was able to use a ladder and I discovered where the water was getting in. The front cap LED lights that run across the front cap, the hole to fish the lights through was not properly sealed with silicone. This hole was allowing water to enter the front collecting at the base of the window spilling over into the bed soaking the mattress and carpet under the bed. Also we discovered water leaks under the kitchen and bathroom sinks as well as the shower. During a travel day the trailers front drivers side shackle from the suspension broke also the back drivers side shackle broke. I was able to get roadside assistance and was able to get back home to address the suspension issue better. My solution to the suspension issue was to replace it with the Morryde CRE 3000 upgrade kit. The slide paneling inside the trailer has fallen off, several other cosmetic issues inside aswell had to be fixed. The hinges that allow the bed to be raised up had to be replace due to not being strong or sturdy enough to lift the bed up. The refrigerator came out of its housing inside the trailer, the trim around the refrigerator broke and had to be replace. I know all this sounds minor but when you by something brand new and spend close to $50,000 you should be able to expect a product in better shape. I am sure I have left off some other things. But being sorta handy I was able to fix some of these issues. I did make contact with Keystone, I spoke with a Stephen Holmes and explained to him my disappointment with Keystone. I told him there is no way this trailer should have passed a quality control inspection. Also I seriously doubt and inspection was done as to quality control. I told him that I feel that Keystone was in such a hurry to get campers to dealers that they rushed through building these campers just to meet demand. We have just recently discovered roof issues that we had fixed out of pocket and we were told the repair we had done was considered after market and will not be honored under warranty. His solution to this was to extend my warranty six months and send me and my wife two t-shirts, two ball caps, and two koozies. Now my question to who ever reads this: Is this the type of customer service you would expect?