Good Sam Club Open Roads Forum: General RVing Issues: Keystone Rant
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kfp673

PA

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Posted: 03/13/21 06:05am Link  |  Quote  |  Print  |  Notify Moderator

Hello All.

I have a rant about Keystone and just wanted to post for the sake of sharing stories. You may or may not have read my post back in December about Keystone taking my Outback travel trailer back to their factory to replace the floor. Very long story short, it is a 2018 that developed unexplainable soft spots. Dealer contact Keystone and they immediately agreed to repair but needed to take it back to the factory to do so and would giving it an entire floor replacement.

Fast forward to about 3-4 weeks ago, I was on this forum prepared to post about how positive an experience it had been. Throughout the 2 month process I dealt primarily with 2 ladies. One handled planning and transportation details and the other was a service writer. Both of these ladies from Keystone were fantastic. Very prompt with replies to my questions, dates were very accurate, and even were able to get my repair completed a month earlier than the original date.

Fast forward this past week... Trailer got delivered back to our dealer. The dealer did a quick review and noticed a couple minor issues. A decal had been damaged and some lose molding. They repaired and called saying it was ready. Well.. that is where the good news ends for this story. When I got to the dealer the service writer I work with said I should take my time, open up the trailer, and go over it as best I can so that anything damaged or problems found can be noted and covered by Keystone. Keeping in mind that the entire shell, all plumbing, electrical, etc had to be removed to replace the floor, I expected to find a few things. After my wife and I did a 30 minute inspection, the only thing I can say they did well was replace the floor. The floor itself is solid and installed very nicely. EVERYTHING else is a disaster. If you told me they grabbed a high school kid with no experience and had him put the trailer back together I would 100% believe you. Just in that 30 minute inspection I made a list of 35 items. Granted, some are small like torn seal on storage compartment door. Easy fix. But others like installing the shower controls upside down, installing the kitchen sink faucet backwards, unaligned slide outs, and I could create a whole post just on the silicone sealing job they did. The entire shower is pulled away from the wall leaving this awful looking silicone bead on the wall. They must have needed to remove the front shell. The seal they did across the main roof seam putting it back together literally looks like if I told my 4yr son "Here's a 5 gallon bucket of play-doh, smash it with your fingers over this entire seam".

I could go on and on and don't want to bore you with all the details. Needless to say, we are pissed and did not take the trailer home. After completing my inspection and taking 57 pictures we spent the next 30 minutes reviewing with our dealer service writer and manager. I am a bit disappointed in them as well for not giving it a better check and knowing what to look for, but whatever.. this is really a Keystone problem. They took what was a well cared for and very clean 2 yr trailer and destroyed it. Dealer recommended we get Keystone involved so I created a document with details and pictures and sent it to them last night. We will call as well on Monday . I am sure they will warranty authorize fix for all of this, but I'm not sure how much of it can be repaired? How do you fix the fact that someone literally smeared insane amount of silicone all over slide mounting and slide topper mounting brackets?? I'm not convinced it will ever be back to how it was when we sent it in let alone new.We have a trip planned starting on 3/28 and a few smaller ones in April, so we are now against a wall all while making a monthly payment!!

Anyway, sorry for the long post but figured I would share.

Hammerboy

Zeeland, MI

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Posted: 03/13/21 06:26am Link  |  Quote  |  Print  |  Notify Moderator

We had the same issue with our 2017 Forest River Wildcat with the laminated floor developing soft spots along with a couple cosmetic issues with the the outside fiberglass. Long story short they actually replaced our rig vs trying to repair it. Replacing a floor correctly is no easy task and am so thankful they offered to replace it. Our replacement is still technically a 2017 but has some positive changes that we like better such as an outdoor ref. and 16" wheels. They even threw in a 2nd AC unit which our first unit didn't have. I know our case is a rarity from what I always read but Forest River and our dealer treated us good getting this resolved. They even compensated us for any mods we made.

One thing they did say was there was a batch that went thru that had bad adhesive and I got the impression it went back on the adhesive manufacturer.

Dan


2019 Chevy crew LTZ 2500 HD Duramax
2017 Wildcat 29rlx fifth wheel

BB_TX

McKinney, Texas

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Posted: 03/13/21 08:27am Link  |  Quote  |  Print  |  Notify Moderator

Yeah, it could just as easily be a "_____________ rant" (fill in the blank).

Grit dog

Black Diamond, WA

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Posted: 03/13/21 10:11am Link  |  Quote  |  Print  |  Notify Moderator

My condolences to your RV and empathy to you.
While this sounds like an extreme case of lack of workmanship and maybe not common, it’s of great consequence when it happens to “you.”
Good luck with resolving it!


2016 Ram 2500, MotorOps.ca EFIlive tuned, 5” turbo back, 6" lift on 37s
2017 Heartland Torque T29

Mayor30

Pa

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Posted: 03/13/21 10:12am Link  |  Quote  |  Print  |  Notify Moderator

We have a Keystone Cougar and love it. I remember when the Outbacks came out, they looked nice in a magazine.But when we went to see one at an RV show the workmanship didn't suit us. If you ever saw a picture of an RV being built, they start with the floor and build everything around it. How they could replace the floor and put it back together correctly is beyond me.

spoon059

Just north of D.C.

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Posted: 03/13/21 11:49am Link  |  Quote  |  Print  |  Notify Moderator

That is quite frustrating. Hopefully you get it resolved satisfactorily. I had an issue with my bathtub in my new Jayco 6 years ago. It required removing the tub, adding a full plywood floor underneath (it initially had plywood only underneath half), reinstalling the drain pipes and reinsulating under the tub.

Thankfully I had a GREAT dealer at Keystone Mega RV in Greencastle PA and they did the repairs quickly and professionally. Hopefully your dealer makes it right by you.


2015 Ram CTD
2015 Jayco 29QBS

kfp673

PA

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Posted: 03/13/21 12:25pm Link  |  Quote  |  Print  |  Notify Moderator

Thanks all! Other than wishing they did a better job inspecting it when it came back, I really don't have much bad to say about the dealer. Technically the unit is out of warranty and they went to bat for us to get the repair in the first place. Apparently Keystone is replacing a lot of floors right now. They made a change away from wood to a composite flooring material that apparently does not rot even if it gets wet. In speaking to the lady at Keystone and reading between the lines, it sounds like they have temporarily dedicated an entire building on the Keystone campus to replacing floors. So as I stated originally, the floor looks great and the workmanship all around the floor looks like it was done buy folks with experience. I suspect after the floor is on and they put the "shell" back on they "punt" it to the next building for reassembly and this is when the "let's get this done in 20 minutes so we can go grab a beer" crew starts working on it. Anyway, I know I enjoy being informed by reading others posts when you all have unique experiences so I'll keep this thread up to date. Hopefully it will help someone else somehow ini the future.

Diamond c

West ky

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Posted: 03/13/21 02:13pm Link  |  Quote  |  Print  |  Notify Moderator

I hate your bad luck,. We have a 2020 Outback and have had to have SOMETHING repaired every time we get back, ( always small stuff except for the fridge ) but we still like it . When we bought it we had said that we’d keep it 2 or 3 years then trade it for a 5th wheel but now we’re thinking we’ll just keep it.

kellem

Shenandoah valley,VA

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Posted: 03/16/21 02:24pm Link  |  Quote  |  Print  |  Notify Moderator

Hope you get to enjoy your Outback this year.

My biggest complaint with our Outback is not with Keystone but with Dometic.
I've had to pull the furnace twice in less than a year and replace the sail switch and at 60, it's not that enjoyable.

Blazing Zippers

North Idaho

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Posted: 03/17/21 07:13pm Link  |  Quote  |  Print  |  Notify Moderator

They have great safety chains!!

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