Exterior damage from slide-out screws

We have a 2017 Coleman Lantern bunkhouse that we've owned for just over a year and have only used it 3 times. The last time we took it out, we noticed two holes on the exterior of our camper, caused by two screws on the slide out. Still under warranty, we took it in to be fixed, only for Keystone to deny the claim. They "respectfully denied" the claim because apparently those screws at the top of the slide were not factory screws, and therefore a manufacturers defect was not present. Has anyone else had this problem?