2017 Keystone Raptor

2 complaints on file, page 1 of 1.

1. Filed May 12, 2025Failure Apr 19, 2025Pulaski, VARecreational vehicle/trailer, Refrigerator, Unknown or otherFire

   Upon attempting to leave campground at approximately 10am on April 19, 2025, unplugged electrical from RV and switched over to gas. The Norcold refrigerator caught fire within minutes of the switch over (apparently in the amount of time it took the gas to travel from the tanks to the fridge). Fortunately, I was able to disconnect the gas hoses from the tanks immediately upon noticing the flames and we were able to douse the fire with extinguishers. However, the RV has suffered some damage to the vents, and the fridge is fried. There was also a strong stench of ammonia, and we evacuated the area momentarily until it dissipated. I have made multiple attempts to include emails and completing online forms through Norcold / Thetford (as they cannot be reached directly via telephone) and they have yet to respond, and it has been 3 1/2 weeks! I do not feel that I should have to file a claim with my RV insurance carrier, pay deductibles, and have my premiums raised due to a defect. I purchased this RV on 9/15/2021 and have never received any recall information and only discovered there had been recalls on Norcold Polar Max refrigerators after entering a google search. If we had been asleep, the chances of having fatal injuries due to this defect would have been high. If we had been traveling, the risks of losing the entire rig, vehicle, our lives, and the lives of others on the highway would have been much higher. Any help in getting this immediately resolved will be greatly appreciated as we have had to cancel any future use of the rig until a resolution has been concluded with the manufacturer of the refrigerator. There were witnesses to this incident in the campground and I have contact information, if needed.

   NHTSA complaint 11660348
2. Filed Jun 23, 2023Failure Jul 2, 2022Fairfax, VABody, Suspension, Unknown or other

   On or around 7/02/2022, while on a trip out to the black hills, during a stop I noticed a crack had formed in the side wall of the Keystone coach. After some investigation, this appears to be a known issues with Keystone fifth wheels as indicated by the Keystone KSB -180328 Sidewall Crack Repair instructions. Over the past year, I have had varying responses from Camping World, my extended Warranty company and Keystone about the issue. This is caused by improper weld joints on the frame resulting in the slide separating from the frame. Camping World has not been able to work with the warranty company Portfolio on the issue, and Keystone has stated that they will not participated because the coach was manufactured 3 months before they issued the KSB. Keystone tried to hide the deficiency by adding in relief cuts into this model, which is also described in the KSB. Camping World has confirmed that the problem described in the KSB does indeed affect the coach, but Keystone has refused to participate and the extended warranty company does not want to cooperate.

   NHTSA complaint 11528462