JC
Jennifer Carlone
3 days ago
Purchasing a brand-new 2026 Keystone Cougar from this dealership on July 25, 2026, has been an absolute nightmare. The experience exposed severe safety oversights, poor workmanship, continuous lack of communication, and deeply concerning accountability issues from management.
Our experience started falling apart before we even left the parking lot on purchase day, when the load-leveling arm came off the camper. Unfortunately, that was only a preview of what was to come.
Shortly after taking delivery, we discovered significant water leaks coming into the camper. Water leaks weren't even the only issue on this brand-new unit—we also discovered a laundry list of defects: the refrigerator stopped working, the closet door fell off the track every single time it was closed, the AC was making loud abnormal noise, the front door wouldn't shut, and the bathroom light stopped working. The dealership subsequently had our camper in their possession for 50 days to resolve these items and the water leaks, yet they only properly addressed the bathroom light and the front door, leaving the rest unresolved.
Throughout this process, getting any communication was near impossible—no one ever gets back to you unless you file formal complaints. Prior to calling corporate, on the rare occasions I did manage to get someone on the phone, I was treated like an inconvenience. I ultimately had to escalate to corporate just to get anyone at the dealership to take action.
To make matters worse, when they finally delivered the camper back to our house, it had fresh body damage. They tried to claim we caused it, despite the fact that the camper had only been in our possession for 15 days total and sat completely unused. When we asked for the "drop-off inspection photos" they claimed proved the damage was already there, they sent us pictures taken at an unknown time and place. If those were legitimate drop-off photos, our truck, our wheel chock, and the other campers parked tightly around us in their packed lot would have been in the picture—and we would have been asked to sign a check-in sheet acknowledging pre-existing damage. Instead, the photos they provided showed our camper sitting completely by itself in the middle of an empty lot.
It is now October 20th. I purchased this brand-new camper on July 25th, and we have missed the entire camping season—we have literally never camped in it once. Meanwhile, I have already made four monthly camper payments and paid personal property taxes on a unit we haven't even been able to use.
Between selling a brand-new unit riddled with defects, holding it for nearly two months without repairing the majority of the problems, ignoring customer calls, and attempting to pass off fabricated damage photos to dodge responsibility, the customer service and integrity here are non-existent. Buyers beware—get everything in writing, inspect every square inch, and do not expect them to stand behind what they sell.
I would have given them ZERO stars if it was an option!
TJ
Tyler Jeffers
Oct 10, 2026
Get ready to be buying an RV thats misrepresented. Was told I'm buying a ready to live in unit even though it leaks. Window seals have failed, toilets water valve leaks by and a check engine light that I was told was fixed was only temporarily cleared from the system. The managers will just shrug their shoulders and say they can't do anything about it and claim that I bought a DIY unit even though THEIR sales representative said otherwise. They take no accountability to their words and will do anything possible to screw over the customer. Absolutely horrendous management here.
AT
Anne Thompson
Oct 8, 2026
They are quick to sell you a new RV but with a new RV comes warranty work. Good luck getting customer service to call you back or even make an appointment with service. I waited for weeks making call after call to the rep that was supposed to handle brand new RV service issues…basically got the run around trying to get a part underneath coach fixed which they tried to say was not their problem… and had to take somewhere else.. only to be told that they overlooked the original issue and it truly was a Thor issue. The process from start to finish took 5 months and they eventually fixed the issue but the process left us incredibly frustrated. Just a warning to rethink buying anything, especially something new, from them
MS
Melody Sweeney
Oct 2, 2026
We traded in our Forest River Rockford camper for a Forest River Cherokee Grey Wolf Toy Hauler back in July. Because we didn’t have a great experience with the service department with our first purchase, we didn’t think we would be a return customer. However, we feel they gave us a good deal on the trade. Our salesman was Andres Person, who is the reason I’m leaving a 5-star review. He was so much fun as we took a tour of several campers. Andres is laid back with a bit of humor, very knowledgeable and answered all of our questions. He wasn’t pushy, and showed us different levels of toy haulers without trying to rush a sale. On the day we picked up our toy hauler, Andres made a point to make time in his schedule to meet with us to go over all aspects of the camper, even though we didn’t purchase the Good Sam package. I’m so glad Andres was our salesman. He was awesome!! Thank you so much, Andres!!!
RL
Rick Libbey
Sep 27, 2026
Overall a good experience. We brought in our well used 2016 motorhone to trade. We initially agreed on a trade price, but they have you wait for hours before you even see your new rig while they check your trade. They said that the trans in my unit was slipping. I have my serious doubts that this was the case, because I had just gotten back from an 8 hour trip to the northeast and had driven it 2 hours that morning to get to the dealer, with never an issue. I think it may have been low on fluid, which they dont check apparently. So to shorten this story, they changed the trade price and I had to put up cash to make the deal happen, which I did do, because it's was well used and needed to be upgraded. My biggest complaint however is honestly just how long it took. We were 6 hours getting to the point where we could transfer from old to new. Everyone was very nice and cordial. Our sales rep Andres was great, even helped us transfer our stuff. Finance Jeff who I enjoyed chatting with, Ms. Jen, and Ashley Ann, in service were all very nice and accommodative even with how busy they all were. I would recommend them for the future, as far as a regular service experience, which is normally horrible at RV dealerships, remains to be seen.
