Lazy Days Tucson SUCKS!

[travelin' texans]

I had a bit of an accident last month (see photo) & now rv body repair facility is trying to locate parts, called Lazy Days Tucson 1 week ago & no return calls, the facility called today & LD says since RW is now a Keystone product no parts are available through them. Didn't bother to return the call a week ago & now don't sell parts, what a joke.
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We tried several years ago to trade with Lazy Days in Florida & back then they were a joke also!
If looking for a rv go anywhere but Lazy Days!!

[atom ant]

Originally Posted by travelin' texans

I had a bit of an accident last month (see photo) & now rv body repair facility is trying to locate parts, called Lazy Days Tucson 1 week ago & no return calls, the facility called today & LD says since RW is now a Keystone product no parts are available through them. Didn't bother to return the call a week ago & now don't sell parts, what a joke.
Attachment 2964
We tried several years ago to trade with Lazy Days in Florida & back then they were a joke also!
If looking for a rv go anywhere but Lazy Days!!

That's weird, they sell Keystone Montana in the Denver store. (which is also a joke - the store, not the Montana)

[mhs4771]

We've got what we considered good deals at Lazy Days in Florida, but I put their Service Department on par with most Camping World locations in that you can't pay me to use them.

[Wandering Redwood]

Hello Danny,
As a new member of the Redwood forum, I try to get a feel for this bunch of happy "Redwood" campers by reading all your commentary.
Yours caught my eye because I arrived at the Tucson Lazy days on 10/2/17 !! Just 3 days after your post !! I camped out in my brand new 2018 Redwood 3901. I was there for one whole month !! I had a completely different experience than you!
Perhaps the reason for the late service response time was because you "called in" to check on a part. At least they called ya back with an explanation ! You were lucky to get a return call. Of course I would never expect any dealership to "stock parts" of all the RV manufacturers. But if you asked they. would have ordered the part for you.
I got to know Steve the Service manager quite well during that 30 days of waiting for parts and service installs. Sure took a ton of patience !
I am a first time RV owner and have a lot to learn from you guys!
In defense of Lazy days, they gave me Excellent service because I ordered my Redwood through their dealership ! They gave me free mentoring, free Redwood new owner classes and safety seminars. Even a seminar on how to cook meals in a Redwood ! They also let me "observe" from inside my Redwood while the tech guys installed the 7 Extras that I "Ordered" after my RV arrived at Lazy days. Their "Knock" is that they also had one tech guy that continually screwed up because he was "too good to refer to a part install instructions manual" . Because I was right there, I kept catching his mistakes and had him reassigned, and removed his labor costs ! Steve was terrible at returning calls. So I walked into his superiors office and let him know that as a paying customer I expected better. Steve had a much better attitude the very next day !
So don't give up on Lazy days. They serve a huge customer base and Redwood/Keystone manufacturing love their sales to guys like me. Hope I haven't bored you stiff....."the new guy on the forum". Raymond

[travelin' texans]

I failed to explain completely, I wasn't trying to get parts, the rv body shop was & that shouldn't have been any problem. After the body shop spent 3+ weeks trying to get parts, they finally got them through another dealer & still had to fabricate a couple pieces that Lazy Days, Crossroads, Keystone or Thor would bother to furnish.
I will say if you ever need rv or auto body shop services I highly recommend Cutting Edge Collision in Tucson, they did fantastic repairs in a timely manner without much help from the rv industry.

[Wandering Redwood]

Small world, Danny.
When I picked up my Redwood, I took my Acura MDX to Cutting Edge to detail it for a quick sale. They were excellent and even provided free escort back to Lazy days in the owners car!! 14 miles away!! Great Mexican family business !!

[Gary Hage]

Originally Posted by travelin' texans

I failed to explain completely, I wasn't trying to get parts, the rv body shop was & that shouldn't have been any problem. After the body shop spent 3+ weeks trying to get parts, they finally got them through another dealer & still had to fabricate a couple pieces that Lazy Days, Crossroads, Keystone or Thor would bother to furnish.
I will say if you ever need rv or auto body shop services I highly recommend Cutting Edge Collision in Tucson, they did fantastic repairs in a timely manner without much help from the rv industry.

We bought our 2013 Redwood 36FB (tan and black also) new from lazyDays in central Florida. It was apparently a customer build (not a spec model) that the deal ended up going south and the buyers not taking delivery. They were wonderful the way they worked with us by taking our Landmark fiver as a trade in and holding the Redwood for almost two weeks while I argued with the underwriters at my bank (I arranged my own financing to get a better interest rate). The sales staff was wonderful to work with.


Now, I've never worked with their service department, but its the horror stories like this on that I've heard and read through the years about getting service/repairs after the sale that caused me to decide to take our Redwood straight to the Crossroads/Redwood factory in Indiana when we needed some warranty work (body) done, even though we live in Florida less than 100 miles from LazyDays. My reasoning for doing so was simple; LazyDays was telling us that the job would most likely take 3-5 weeks from the time we dropped our unit off, they determined what parts they needed and ordered them, then once received, did the repairs, then scheduled the painting in their paint shop, since ours is a full body paint job. I felt by taking it directly to the ones that had originally built our fiver, that they would have everything they needed to start and finish the job right there at their fingertips.



I was correct in my thinking. I drove a little over a thousand miles each way, ( 1.5 days up, 1.5 days return trip home) was in a motel near Shipshewana for three days, and actually took delivery of my newly repaired Redwood 2.5 days after I had dropped it off at Crossroads warranty center, which was five miles from my motel. My repair was related to defective end wall panels in the door-side slide, bedroom slide, and the kitchen/entertainment slide 5-panels total) that had to be replaced due to delamination. it was one of about fifty RWs in Florida alone (we were told) that developed this issue, not due to the construction at RW, but rather a new material which had been used that failed. A different material was apparently used for the repair that was pre-painted to match my unit. The folks at Crossroads/Redwood went above and beyond to make our RV experience as wonderful as possible, by treating us very kindly,a nd doing other warranty repairs and upgrades that I wasn't even aware of until afer the fact. That is how an RV builder gets repeat customers and word of mouth sales!


Where I'm confused in this thread, Thor was the parent company when I bought my 2013 36FB, (says so right on the sides under the Redwood name and logo) yet I keep seeing Keystone RV referred to in this thread. Did Keystone take Redwood over and are they now the builders of this high-end fiver? I never thought of Keystone as having been a top shelf builder in the industry. Has that changed?

[travelin' texans]

Thor is the parent company of Keystone which absorbed (I guess would be the term) Crossroads, the original builder of RWs, about 12-18 months ago plus or minus.
Thor being the parent company of 85% to 90% of every rv you'll see on the highway, whether towables or motorhomes.

[Gary Hage]

Originally Posted by travelin' texans

Thor is the parent company of Keystone which absorbed (I guess would be the term) Crossroads, the original builder of RWs, about 12-18 months ago plus or minus.
Thor being the parent company of 85% to 90% of every rv you'll see on the highway, whether towables or motorhomes.

Thank you for the explanation of how Keystone became involved with the Redwood line. It was June of 2015 when I took our 36FB up to the Crossroads/Redwood facility just south of Shipshewana. Apparently Keystone was not involved with the RW line yet. What I don't know is when Keystone became a holding of Thor, yet when I researched Thor online, Keystone is definitely in their family of companies that build recreational vehicles.



Now please correct me if I am wrong, but I've never thought of or viewed Keystone as the builder of high end fulltime fifthwheels or travel trailers. Granted they have quite a few brands of RVs to chose from, but all that I was under the impression that fell into the category of being classed as starter (beginner) RVs, or mid range quality RVs, not top quality or close to. If I am correct in my thinking, then my hopes are that depending upon the level of control Keystone has regarding the manufacturing of the Redwood line, they will step into the high end thinking and continue building them as such, and not assimilate RW into the all to often, "Build them to mimic the appearance of being a higher end RV, yet build them as cheaply as possible" mentality seen in so many of the more cookie cutter factory settings verses the custom builders like New Horizon, Spacecraft, etc. My disclaimer being that there is nothing wrong with cookie cutting (building spec models over and over) as long as the quality stays up where the brand name has earned its reputation. I a nutshell, I just want to feel like if and when the time comes to replace our Redwood, the new one that we end up buying will be of the same quality as our 2013.

[mhs4771]

Keystone is not building the Redwoods, there are still built by Crossroads. What Thor did was combine the service and supply side under Keystone. Since most components in RVs are the same outside supplier, it makes financial sense to combine things in one location instead of Keystone have a warehouse of parts, Crossroads having their own warehouse, etc.

[Gary Hage]

Originally Posted by mhs4771

Keystone is not building the Redwoods, there are still built by Crossroads. What Thor did was combine the service and supply side under Keystone. Since most components in RVs are the same outside supplier, it makes financial sense to combine things in one location instead of Keystone have a warehouse of parts, Crossroads having their own warehouse, etc.

Having owned our own business for fifteen years, that would make complete financial sense for Thor to have one central parts warehouse and distribution center rather than each sub business having their own. Especially if the parts, etc. pretty much fits all three brands. Glad to hear that Crossroads/Redwood plant is still the primary builder of the Redwood product. Not to say that Keystone does not build a quality RV, and no I have not owned one of their products to be able to make a personal judgement as to whether they are good or bad.

[Wandering Redwood]

My 2018 Redwood Mfg sticker says: "Redwood 3901WB, a Keystone Co."
I first learned of Keystone when signing purchase documents. Every form was a Keystone form !!

[mhs4771]

Gary, just and FYI, the Service Department at Lazy Days Florida isn't any better.
When you buy from them, their are quick to tell you have they will stand behind the product if you have a problem, But when you go there with an emergency, their first question: "Do you have an appointment". Heck no we just had a major failure that makes towing dangerous. We were semi-lucky we managed to get in, in three days, but they sold and installed a Brake Controller that was listed right in the instruction "Not for use with Electric over Hydraulic Brakes", which was exactly what we had. We were on our way to Mor/ryde where we found the real problem.