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 5th 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.
This RV dealership will keep your RV for months! Without actually fixing the problem. When you call to check on the status, they will give you false information. If you call to complain, they are rude and inconsiderate. They ask YOU to do all the legwork for the warranty center. As of today, they have had our RV in for repairs for 17 days without even looking at it!! The first time, they had our RV for over 6 weeks. We had to pick it up because we had a trip planned. They told us 3 times the problems were fixed. Come to find out, they were NOT. Poor customer service. Terrible service center. Lack of competent management.
Orangewood RV Center Reviews
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 5th 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.
This RV dealership will keep your RV for months! Without actually fixing the problem. When you call to check on the status, they will give you false information. If you call to complain, they are rude and inconsiderate. They ask YOU to do all the legwork for the warranty center. As of today, they have had our RV in for repairs for 17 days without even looking at it!! The first time, they had our RV for over 6 weeks. We had to pick it up because we had a trip planned. They told us 3 times the problems were fixed. Come to find out, they were NOT. Poor customer service. Terrible service center. Lack of competent management.