General RV Center

**BEWARE**Fellow RV consumers BEWARE! Go elsewhere! Long story short: GENERAL RV and KEYSTONE will sell you a "brand-new" camper that is faulty and defective, with water leaks and other major issues, within a few months of purchase and expects you to be satisfied. The long story is below. We have refrained from posting a review online because we were under the impression that General RV and Keystone were going to rectify our situation. We thought it is was only fair to give these companies a fair chance, at first. It has now been almost 8 months since our issues began and we can see clearly that these companies are just trying to jerk us around to get rid of us. However, we refuse to allow this to be swept under the rug and will post a review every day to continue to alert our fellow consumers from going through the same situation as we are. We will give you a quick summary of the situation. We purchased a brand-new Keystone Passport last April. It was used on 3 separate occasions and the problems began. In October during a trip, we found out that our heater did not work and that our roof was leaking on our slide and in the main part of the camper. We woke up on several different mornings with water all over our ceiling and down the walls onto the floor. On our brand-new camper! We immediately called General RV and the earliest they could get us in was January. They clearly were not too concerned with the problems we were having. We understand that they are busy and could not get us in right away, but 3 months out was ridiculous. We took it there in January to address the water damage, peeling decals, furnace issues, thermostat issue, ceiling strips falling off, and a few other little things. After it was there for a short while, less than a week, they called us to pick it up. When we picked it up it was snowy and the camper was covered so we could not view it too well on the outside. We looked over the inside and instantly had concerns. Our ceiling of the main cabin was sagging and had nails sticking half way out of it. They tried to re-nail it and said there was nothing to nail into, therefore the sag was present. This was not an issue before we took in for repair and we were told that that is how it would have to be because nothing was there to nail it to. We were told that the vents of the main part of the camper were leaking and allowing the water into the camper. The issue with the slide was identified as a sagging roof that was allowing water to pool and enter our camper through the ceiling and down in the walls. The fix was to take a large piece of angle iron and screw it over top of our roof membrane, into the wood that has now been wet, and to plaster caulking all over it. The caulking was then slathered across the top of the slide roof as well. The sagging ceiling in the main part of the camper was now being hit by the slide every time it goes in and out. On our way home from picking this up, the snow melted and fell off. This is when we noticed that all of our decals were now peeling off. The front part of the fascia where the side and front of the camper panels come together was not fastened down and starting to separate. When we discovered this, as well as getting a real good look at the repairs that were made, we called General RV back and rescheduled to have this remedied. Again, they pushed us out until April. Another 3-4 months. We could see clearly that they were pushing us out because the warranty expired in April. We took it to another shop to get an unbiased opinion. He told us that our camper was essentially trash. He told us that water has already got in behind the walls, ceiling, and insulation. He said that this will be nothing but problems from this point forward. He handles flood cases all the time and says that within a year or 2, the rv will eventually rot and mold and be worthless. He told us that this RV should be completely replaced, especially since it was only 6 months old and within the warranty period. Unfortunately, he did not do factory warranty work because he had been taken in the past. At this point, we contacted Keystone and voiced our concerns. They said they understood and would have their service teamwork with General RV to remedy these problems. We told them that the huge piece of angle iron was nothing more than a band-aid, and the fact that the roof was sagging and allowing water in our RV, was unacceptable. A new camper should not be sagging and allowing water in, to begin with. They said this was their fix and they were not changing it. We took it to General RV for the second time to get that "quality" service that we received the first time. The morning we took it to get it repaired, we discovered a new leak that was flowing across our floor in the back of the RV. Our electric also did not work and a complaint was made. We were told that our camper would be ready within a few hours. NO WAY! There was no way they could fix these problems that quickly, especially since Keystone was supposed to coordinate with them. After multiple calls to Keystone, they told us to leave it there and they would look into it. After a few weeks and no information from General RV or Keystone, we began calling. Camping season had now begun and we had no camper. General RV contacted us and gave us a work order of all the things that were wrong. This is when we really got mad. The electric issue was identified as a nail or staple in 1 of the wires, which was causing it to short out. This was an initial problem when we bought the camper and General RV kept telling us to reset the GFI. The fix was rewiring and cutting a hole in the wall and shoving all of the old wiring behind the wall. If this repair is anything like the ceiling fix, we are in trouble. Then a new problem was identified. The slide pumps were leaking oil onto the slide roof, and compromising the integrity of the roof membrane. The fascia that was separating on the outside of the camper, where the side and front panels meet, was not seated and the screws were not capable of fastening into the wood. Assumedly because the wood has been wet and is rotting. The ceiling in the main part of the camper could not be fastened properly to anything and was still hanging down and hitting the slide when it goes in and out. The slide roof was then identified as having small holes in it as well as having the initial sag. These holes were either put there by the initial repair and covered up with the all of the unnecessary caulking, or created when they tried to remove the caulking. They decided to put a new roof membrane on the slide but still keep the angle iron; instead of removing the angle iron, that is fastened into the wet wood with screws, and restoring the roof to factory settings. The new found leak was not able to be duplicated, but General RV service witnessed it with their own eyes when it was brought to the shop. We contacted General RV sales manager and Keystone about purchasing our camper back from us as we will never be able to sell it or probably use it very much longer, with the water issues that we have had, and they were adamant of how good it is. However, none of them seemed too eager to purchase this, seeing how much of a good deal they all seem to think it is. General RV's sales team wanted to sell us a new, more expensive camper. They said they could consign our camper for us, but it is only worth half of what we paid for it 1 year ago. General RV and Keystone, both have no intention of fully rectifying this situation and only want to throw a band-aid on this to get rid of us. Our attorneys have said that they have had many problems with both General RV and Keystone, and it is only getting worse. We refuse to let this go. At this point, we have a 1-year old camper, that has had water damage on 2 different occasions, saturated carpet, electrical issues, oil leaking on the roof, fascia separation, sagging roof and ceiling, decal issues, furnace issues, and a host of other small issues. If we wanted a camper with this many issues, we would have purchased a used camper off the internet, instead of trusting General RV and Keystone. We now have a bargain basement used camper, that will probably rot off of the frame while we are driving down the road. It is a major safety issue with water and electrical issues. General RV and Keystone should both be ashamed of themselves. If we would have sold a product that had this many issues within a few months of ownership, we would have replaced the product and apologized immensely as we would have been very embarrassed. Not these 2 companies. Neither of them has pride in what they do. As soon as you make the purchase, they are done with you. Here we are in camping season, and we do not have a camper to use, still have both a monthly loan and insurance payment to make, have lost time and money from taking this to and from the dealership which is 1.5 hours from us each way, as well as hours of lost time making phone calls to the dealership and manufacturer, and have lost money on our camping reservations. The only way to rectify this situation at this point is a full refund. DO NOT BUY FROM THESE COMPANIES! GO ELSEWHERE. WE ARE WRITING THIS SO NO OTHER CONSUMERS HAVE TO DEAL WITH THIS NIGHTMARE! There is a plethora of other ethical and customer-oriented RV dealers and manufacturers. Do not let General RV or Keystone take your money and run as they did with us. They use the slogan of "family owned', but if this is how family treats each other than we are in trouble. This is a summary of our story. We have held off on posting the names of those involved with this mess for now. We have dated emails, pictures, videos and more information available for our proof if you have any concerns. We know that we are not alone with the issues from these companies, as we have talked to many other camper owners with the same problems. Please feel free to share your General RV and Keystone horror stories to warn other consumers.