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cjelliott81's avatar
cjelliott81
Explorer
Apr 05, 2016

Keystone Customer Service Fail

BUYER BEWARE! - KEYSTONE WILL NOT STAND BEHIND THEIR PRODUCTS.


An improperly installed (upside down) cargo door has caused thousands of dollars in water damage to my camper and despite a diagnosis from two different authorized Keystone dealerships that that the door is improperly installed, Keystone refuses to take responsibility.


The door is installed such that the weep holes that would typically allow rain water to simply drain out of the door are located on top of the door rather than the bottom (see photos). This allows the door to fill with water during rain showers until it completely fills the door and weeps between the door panels and the black frame that binds each side of the door together ( not to be confused with the door frame that the door seals against when closed).


Per Keystone customer service, "... they stated they do not believe a manufacturing defect. It would be deemed no assistance from Keystone RV. They deemed that the weep holes would not allow water into compartment." This is despite the fact that it has been diagnosed as an improperly installed door by two of their service centers, video of the water running down the door obviously from the door seams and not from the frame, and photos of corrosion on the interior of the door from the water seepage.



Photos: https://goo.gl/photos/5Aa9mdqgHAdAF52GA

Video of leak: https://youtu.be/PpWkQt6AMlU

48 Replies

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  • SoundGuy's avatar
    SoundGuy
    Explorer
    Apr 06, 2016
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    dodge guy wrote:
    So this went back to the dealer while still under warranty for this exact water leak? And it wasn't found until just recently! Sounds like you did everything right to get it fixed!


    Seems you haven't read what the OP wrote ... he clearly said this trailer was 8 months old when he bought it so that by definition means he wasn't the original owner and therefore purchased the trailer without factory warranty. Keystone is under no obligation whatsoever, particularly now several years later.
  • DutchmenSport's avatar
    DutchmenSport
    Explorer
    Apr 06, 2016
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    I'd never advise consulting a lawyer. We had to use a lawyer in a civil case a few years ago. The cost was $250 an hour! Yes, $250 and hour, and this was about 4-5 years ago.

    My son was thinking about getting a lawyer for a custody dispute with his "X". He didn't really want to pursue a case, he just wanted to get the lawyer on a "retainer" so he could tell his wife, "OK, I have a lawyer, what you gonna do now!" He contacted the same lawyer firm. For a "retainer" they wanted $2500!

    FYI, before our civil case was completely settled, we racked up over $10,000 in lawyer feels alone! We won, but never saw a single penny come back.

    So you know, if you have really deep financial pockets, or are simply trying to prove a point, or make a name for yourself, getting a lawyer involved will end up costing more than an entire new camper!

    I do NOT advise getting a lawyer involved! Way too costly. I'm speaking from experience!
  • dodge_guy's avatar
    dodge_guy
    Explorer II
    Apr 06, 2016
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    beemerphile1 wrote:
    New member
    First post
    No details
    =
    Someone wanting to smear the name of a company, they are not asking for help.

    cjelliott81 wrote:
    ...pardon my vagueness but if this does end up in court, I don't need some lawyer skirting responsibly based on a technicality....

    Now you're trying to be a comedian. The attorney's retainer to file a case would be more than the cost of repairs.

    BTW forum rules;
    Posts are not allowed in which a local, state, or federal consumer action board and/or legal counsel is/have been involved. This includes posts related to future, ongoing or past lawsuits.


    Normally I would agree, but this post sounds legit.
    And he is not taking it to court. So you posting the forum rules does not help him trying to get something he should've had taken care of by Keystone 2 years ago.
  • dodge_guy's avatar
    dodge_guy
    Explorer II
    Apr 06, 2016
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    So this went back to the dealer while still under warranty for this exact water leak? And it wasn't found until just recently! Sounds like you did everything right to get it fixed! If all this is accurate, At this point even though it is so far out of warranty Keystone should step up and fix it for you because it was brought to their attention while under warranty. It is very simple.

    What kind of damage has been done in the meantime?
  • beemerphile1's avatar
    beemerphile1
    Explorer
    Apr 06, 2016
    Copy Link
    New member
    First post
    No details
    =
    Someone wanting to smear the name of a company, they are not asking for help.

    cjelliott81 wrote:
    ...pardon my vagueness but if this does end up in court, I don't need some lawyer skirting responsibly based on a technicality....

    Now you're trying to be a comedian. The attorney's retainer to file a case would be more than the cost of repairs.

    BTW forum rules;
    Posts are not allowed in which a local, state, or federal consumer action board and/or legal counsel is/have been involved. This includes posts related to future, ongoing or past lawsuits.
  • Community Alumni's avatar
    Community Alumni
    Apr 06, 2016
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    Are you the original owner? What's the "damage" that needs to be fixed exactly? I can't imagine the fix would be all that great for a leaky compartment door. I'm not saying that it can't happen, I'm just thinking that it's such a small area in the grand scheme of things.

    The problem that I can see is that you would need to find a dealer or expert that will say, without a doubt, that the upside down door is the root cause for the damage. So far it looks like you have two dealers that have only said yes your door is installed upside down from the factory. It seems like Keystone acknowledges that the door was installed improperly, but their contention is that it's not the cause of the damage. You'd need to prove otherwise. What does the insurance company have to say about this?

    Honestly I would contact my insurance company or spend the "thousands of dollars" on fixing the trailer myself vs spending the money on lawyers. Actually I probably would've done that 2 years ago and went for a reimbursement or partial reimbursement. That is if this problem has been going on for 2 years as implied above. If you bring them to court and lose, your lawyer still wins, and you still have to spend money on fixing the trailer.
  • SoundGuy's avatar
    SoundGuy
    Explorer
    Apr 06, 2016
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    cjelliott81 wrote:
    It is a 2013 Sprinter, pardon my vagueness but if this does end up in court, I don't need some lawyer skirting responsibly based on a technicality.

    It was purchased from CW on 15 July 2014 @ 8 months old.


    The "technicality" here is you purchased a used trailer which in your hands therefore never had any factory warranty, presumably because you weren't willing to pay for a brand new one with factory warranty which is designed to cover issues like this, and now you're complaining that the factory won't stand behind their product? :h Regardless that this issue may initially have been caused by improper installation during assembly I wouldn't waste the time complaining here on the forums as there's nothing anyone here can do to help and although some may be inclined to be sympathetic it's hard to understand how you legally have a leg to stand on since you took your chances when you chose to purchase a used unit without any factory warranty. :R
  • Bucky_Badger's avatar
    Bucky_Badger
    Explorer
    Apr 06, 2016
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    CampingN.C. wrote:
    So this door has been leaking for two years while you guys fight over who's going to pay? :h
    It looks like a standard storage door unless I'm looking at it wrong. There can't be to much involved in repairing/replacing it. If it were me I'd get it fixed and worry about who's going to pay for it later.
    You say it's upside down as in the hinge is at the bottom ?

    I was wondering the same thing. It really helps if someone posts a full pic of an area then zoom in on areas.
  • CampingN_C_'s avatar
    CampingN_C_
    Explorer
    Apr 06, 2016
    Copy Link
    So this door has been leaking for two years while you guys fight over who's going to pay? :h
    It looks like a standard storage door unless I'm looking at it wrong. There can't be to much involved in repairing/replacing it. If it were me I'd get it fixed and worry about who's going to pay for it later.
    You say it's upside down as in the hinge is at the bottom ?
  • westend's avatar
    westend
    Explorer
    Apr 06, 2016
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    If the problem was reported to CW within the warranty period, Keystone will be in a poor position should this matter end up in a courtroom. I've learned that there are very few instances when you are on the right side of things regarding laws where it won't work out to your benefit. A major hassle to be sure but run the course with as much composure as possible
    Good luck on the resolution.

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Customer Service Fail","id":"message:2178205","revisionNum":1,"repliesCount":48,"author":{"__ref":"User:user:173846"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"conversation":{"__ref":"Conversation:conversation:2178205"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:2178205"},"body":"BUYER BEWARE! - KEYSTONE WILL NOT STAND BEHIND THEIR PRODUCTS.


An improperly installed (upside down) cargo door has caused thousands of dollars in water damage to my camper and despite a diagnosis from two different authorized Keystone dealerships that that the door is improperly installed, Keystone refuses to take responsibility.


The door is installed such that the weep holes that would typically allow rain water to simply drain out of the door are located on top of the door rather than the bottom (see photos). This allows the door to fill with water during rain showers until it completely fills the door and weeps between the door panels and the black frame that binds each side of the door together ( not to be confused with the door frame that the door seals against when closed).


Per Keystone customer service, \"... they stated they do not believe a manufacturing defect. It would be deemed no assistance from Keystone RV. They deemed that the weep holes would not allow water into compartment.\" This is despite the fact that it has been diagnosed as an improperly installed door by two of their service centers, video of the water running down the door obviously from the door seams and not from the frame, and photos of corrosion on the interior of the door from the water seepage.



Photos: https://goo.gl/photos/5Aa9mdqgHAdAF52GA

Video of leak: https://youtu.be/PpWkQt6AMlU","body@stringLength":"2130","rawBody":"BUYER BEWARE! - KEYSTONE WILL NOT STAND BEHIND THEIR PRODUCTS.


An improperly installed (upside down) cargo door has caused thousands of dollars in water damage to my camper and despite a diagnosis from two different authorized Keystone dealerships that that the door is improperly installed, Keystone refuses to take responsibility.


The door is installed such that the weep holes that would typically allow rain water to simply drain out of the door are located on top of the door rather than the bottom (see photos). This allows the door to fill with water during rain showers until it completely fills the door and weeps between the door panels and the black frame that binds each side of the door together ( not to be confused with the door frame that the door seals against when closed).


Per Keystone customer service, \"... they stated they do not believe a manufacturing defect. It would be deemed no assistance from Keystone RV. They deemed that the weep holes would not allow water into compartment.\" This is despite the fact that it has been diagnosed as an improperly installed door by two of their service centers, video of the water running down the door obviously from the door seams and not from the frame, and photos of corrosion on the interior of the door from the water seepage.



Photos: https://goo.gl/photos/5Aa9mdqgHAdAF52GA

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list-style-type: none;\n margin: auto;\n padding-left: 0;\n\n li {\n display: inline;\n margin: 0 $theme-space-small;\n }\n }\n}\n","texts":{"custom.footer.col01.text.01":"Home","custom.footer.col01.url.01":"https://www.goodsam.com/","custom.footer.col01.text.02":"About Us","custom.footer.col01.url.02":"https://www.goodsam.com/about/","custom.footer.col01.text.03":"Contact Us","custom.footer.col01.url.03":"https://www.goodsam.com/contact","custom.footer.col01.text.04":"FAQ","custom.footer.col01.url.04":"https://www.goodsam.com/faq/","custom.footer.col01.text.05":"Site Map","custom.footer.col01.url.05":"https://www.goodsam.com/site-map.aspx","custom.footer.col02.text.01":"Code of Conduct","custom.footer.col02.url.01":"https://www.goodsam.com/code-of-conduct.aspx","custom.footer.col02.text.02":"Affiliate Program","custom.footer.col02.url.02":"https://www.goodsam.com/affiliate/","custom.footer.col02.text.03":"Become a Good Sam 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Assistance","custom.footer.row02.url.06":"https://www.goodsam.com/helping-hand","custom.footer.social.facebook.text":"Facebook","custom.footer.social.facebook.url":"https://www.facebook.com/GoodSam","custom.footer.social.twitter.text":"Twitter","custom.footer.social.twitter.url":"https://twitter.com/GoodSam","custom.footer.social.youtube.text":"YouTube","custom.footer.social.youtube.url":"https://www.youtube.com/user/goodsamrvers","custom.footer.social.instagram.text":"Instagram","custom.footer.social.instagram.url":"https://www.instagram.com/goodsam/?hl=en","custom.footer.social.pinterest.text":"Pinterest","custom.footer.social.pinterest.url":"https://www.pinterest.com/goodsam/","custom-community-footer-copyright.text":"© {0} Good Sam Enterprises, LLC. All rights reserved."},"defaults":{"config":{"applicablePages":[],"description":"","fetchedContent":null,"__typename":"ComponentConfiguration"},"props":[],"__typename":"ComponentProperties"},"components":[{"id":"custom.widget.CustomFooter","form":null,"config":null,"props":[],"__typename":"Component"}],"grouping":"CUSTOM","__typename":"ComponentTemplate"},"properties":{"config":{"applicablePages":[],"description":"","fetchedContent":null,"__typename":"ComponentConfiguration"},"props":[],"__typename":"ComponentProperties"},"form":null,"__typename":"Component","localOverride":false},"globalCss":{"css":".custom_widget_CustomFooter_footer-wrapper_hp49n_21 {\n background: #474442;\n\n a {\n color: #dfdfdf;\n font-weight: 100;\n\n &:focus,\n &:hover {\n color: #dfdfdf;\n }\n }\n}\n.custom_widget_CustomFooter_sr-only_hp49n_34 {\n position: absolute;\n width: 0.0625rem;\n height: 0.0625rem;\n margin: -0.0625rem;\n padding: 0;\n overflow: hidden;\n clip: rect(0, 0, 0, 0);\n border: 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order: 1;\n }\n\n &.custom_widget_CustomFooter_footer-terms-order-2_hp49n_435 {\n order: 2;\n }\n }\n}\n.custom_widget_CustomFooter_footer-bottom_hp49n_441 {\n @media screen and (min-width: 992px) {\n padding-top: 0.625rem;\n }\n\n .custom_widget_CustomFooter_footer-bottom-list-center_hp49n_446 {\n display: flex;\n flex-direction: row;\n justify-content: center;\n align-items: center;\n flex-wrap: wrap;\n float: none;\n margin: 0 auto;\n\n @media screen and (min-width: 992px) {\n display: block;\n }\n\n li {\n display: inline;\n padding: 0 1.25rem;\n\n @media screen and (min-width: 992px) {\n border-right: 1px solid #666;\n padding: 0;\n\n &:first-child a {\n padding-left: 0;\n }\n\n &:last-child {\n border-right: 0;\n\n a {\n padding-right: 0;\n }\n }\n }\n\n a {\n display: inline-block;\n font-size: 0.875rem;\n padding: 0.625rem;\n\n @media screen and (min-width: 992px) {\n display: inline;\n font-size: 0.75rem;\n padding: 0 0.75rem 0 0.625rem;\n }\n }\n }\n 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Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178223"},"body":"
dodge guy wrote:
So this went back to the dealer while still under warranty for this exact water leak? And it wasn't found until just recently! Sounds like you did everything right to get it fixed!


Seems you haven't read what the OP wrote ... he clearly said this trailer was 8 months old when he bought it so that by definition means he wasn't the original owner and therefore purchased the trailer without factory warranty. Keystone is under no obligation whatsoever, particularly now several years later.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T09:42:48.000-07:00","lastPublishTime":"2016-04-06T09:42:48.000-07:00","metrics":{"__typename":"MessageMetrics","views":331},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178223","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:1125":{"__typename":"User","id":"user:1125","uid":1125,"login":"DutchmenSport","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2006-10-10T09:31:31.000-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.goodsam.com/t5/s/feyqc97479/m_assets/avatars/default/avatar-2.svg?time=1737155183000"},"rank":{"__ref":"Rank:rank:42"},"entityType":"USER","eventPath":"community:feyqc97479/user:1125"},"ModerationData:moderation_data:2178222":{"__typename":"ModerationData","id":"moderation_data:2178222","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178222":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1125"},"id":"message:2178222","revisionNum":1,"uid":2178222,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178222"},"body":"I'd never advise consulting a lawyer. We had to use a lawyer in a civil case a few years ago. The cost was $250 an hour! Yes, $250 and hour, and this was about 4-5 years ago.

My son was thinking about getting a lawyer for a custody dispute with his \"X\". He didn't really want to pursue a case, he just wanted to get the lawyer on a \"retainer\" so he could tell his wife, \"OK, I have a lawyer, what you gonna do now!\" He contacted the same lawyer firm. For a \"retainer\" they wanted $2500!

FYI, before our civil case was completely settled, we racked up over $10,000 in lawyer feels alone! We won, but never saw a single penny come back.

So you know, if you have really deep financial pockets, or are simply trying to prove a point, or make a name for yourself, getting a lawyer involved will end up costing more than an entire new camper!

I do NOT advise getting a lawyer involved! Way too costly. I'm speaking from experience!","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T09:32:45.000-07:00","lastPublishTime":"2016-04-06T09:32:45.000-07:00","metrics":{"__typename":"MessageMetrics","views":333},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178222","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Rank:rank:41":{"__typename":"Rank","id":"rank:41","position":33,"name":"Explorer II","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:76543":{"__typename":"User","id":"user:76543","uid":76543,"login":"dodge_guy","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2004-03-23T19:52:05.000-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.goodsam.com/t5/s/feyqc97479/m_assets/avatars/default/avatar-10.svg?time=1737155183000"},"rank":{"__ref":"Rank:rank:41"},"entityType":"USER","eventPath":"community:feyqc97479/user:76543"},"ModerationData:moderation_data:2178221":{"__typename":"ModerationData","id":"moderation_data:2178221","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178221":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:76543"},"id":"message:2178221","revisionNum":1,"uid":2178221,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178221"},"body":"
beemerphile1 wrote:
New member
First post
No details
=
Someone wanting to smear the name of a company, they are not asking for help.

cjelliott81 wrote:
...pardon my vagueness but if this does end up in court, I don't need some lawyer skirting responsibly based on a technicality....

Now you're trying to be a comedian. The attorney's retainer to file a case would be more than the cost of repairs.

BTW forum rules;
Posts are not allowed in which a local, state, or federal consumer action board and/or legal counsel is/have been involved. This includes posts related to future, ongoing or past lawsuits.


Normally I would agree, but this post sounds legit.
And he is not taking it to court. So you posting the forum rules does not help him trying to get something he should've had taken care of by Keystone 2 years ago.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T09:01:07.000-07:00","lastPublishTime":"2016-04-06T09:01:07.000-07:00","metrics":{"__typename":"MessageMetrics","views":331},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178221","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:2178220":{"__typename":"ModerationData","id":"moderation_data:2178220","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178220":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:76543"},"id":"message:2178220","revisionNum":1,"uid":2178220,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178220"},"body":"So this went back to the dealer while still under warranty for this exact water leak? And it wasn't found until just recently! Sounds like you did everything right to get it fixed! If all this is accurate, At this point even though it is so far out of warranty Keystone should step up and fix it for you because it was brought to their attention while under warranty. It is very simple.

What kind of damage has been done in the meantime?","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T08:58:44.000-07:00","lastPublishTime":"2016-04-06T08:58:44.000-07:00","metrics":{"__typename":"MessageMetrics","views":331},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178220","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:225":{"__typename":"User","id":"user:225","uid":225,"login":"beemerphile1","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2007-04-20T08:22:45.000-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.goodsam.com/t5/s/feyqc97479/m_assets/avatars/default/avatar-10.svg?time=1737155183000"},"rank":{"__ref":"Rank:rank:42"},"entityType":"USER","eventPath":"community:feyqc97479/user:225"},"ModerationData:moderation_data:2178219":{"__typename":"ModerationData","id":"moderation_data:2178219","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178219":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:225"},"id":"message:2178219","revisionNum":1,"uid":2178219,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178219"},"body":"New member
First post
No details
=
Someone wanting to smear the name of a company, they are not asking for help.

cjelliott81 wrote:
...pardon my vagueness but if this does end up in court, I don't need some lawyer skirting responsibly based on a technicality....

Now you're trying to be a comedian. The attorney's retainer to file a case would be more than the cost of repairs.

BTW forum rules;
Posts are not allowed in which a local, state, or federal consumer action board and/or legal counsel is/have been involved. This includes posts related to future, ongoing or past lawsuits.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T07:56:31.000-07:00","lastPublishTime":"2016-04-06T07:56:31.000-07:00","metrics":{"__typename":"MessageMetrics","views":332},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178219","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:2178218":{"__typename":"ModerationData","id":"moderation_data:2178218","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178218":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:2178218","revisionNum":1,"uid":2178218,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178218"},"body":"Are you the original owner? What's the \"damage\" that needs to be fixed exactly? I can't imagine the fix would be all that great for a leaky compartment door. I'm not saying that it can't happen, I'm just thinking that it's such a small area in the grand scheme of things.

The problem that I can see is that you would need to find a dealer or expert that will say, without a doubt, that the upside down door is the root cause for the damage. So far it looks like you have two dealers that have only said yes your door is installed upside down from the factory. It seems like Keystone acknowledges that the door was installed improperly, but their contention is that it's not the cause of the damage. You'd need to prove otherwise. What does the insurance company have to say about this?

Honestly I would contact my insurance company or spend the \"thousands of dollars\" on fixing the trailer myself vs spending the money on lawyers. Actually I probably would've done that 2 years ago and went for a reimbursement or partial reimbursement. That is if this problem has been going on for 2 years as implied above. If you bring them to court and lose, your lawyer still wins, and you still have to spend money on fixing the trailer.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T06:58:46.000-07:00","lastPublishTime":"2016-04-06T06:58:46.000-07:00","metrics":{"__typename":"MessageMetrics","views":331},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178218","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:2178217":{"__typename":"ModerationData","id":"moderation_data:2178217","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178217":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:192433"},"id":"message:2178217","revisionNum":1,"uid":2178217,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178217"},"body":"
cjelliott81 wrote:
It is a 2013 Sprinter, pardon my vagueness but if this does end up in court, I don't need some lawyer skirting responsibly based on a technicality.

It was purchased from CW on 15 July 2014 @ 8 months old.


The \"technicality\" here is you purchased a used trailer which in your hands therefore never had any factory warranty, presumably because you weren't willing to pay for a brand new one with factory warranty which is designed to cover issues like this, and now you're complaining that the factory won't stand behind their product? :h Regardless that this issue may initially have been caused by improper installation during assembly I wouldn't waste the time complaining here on the forums as there's nothing anyone here can do to help and although some may be inclined to be sympathetic it's hard to understand how you legally have a leg to stand on since you took your chances when you chose to purchase a used unit without any factory warranty. :R","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T05:32:32.000-07:00","lastPublishTime":"2016-04-06T05:32:32.000-07:00","metrics":{"__typename":"MessageMetrics","views":331},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178217","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:215821":{"__typename":"User","id":"user:215821","uid":215821,"login":"Bucky_Badger","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2007-11-05T13:22:28.000-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.goodsam.com/t5/s/feyqc97479/m_assets/avatars/default/avatar-1.svg?time=1737155183000"},"rank":{"__ref":"Rank:rank:42"},"entityType":"USER","eventPath":"community:feyqc97479/user:215821"},"ModerationData:moderation_data:2178216":{"__typename":"ModerationData","id":"moderation_data:2178216","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178216":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:215821"},"id":"message:2178216","revisionNum":1,"uid":2178216,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178216"},"body":"
CampingN.C. wrote:
So this door has been leaking for two years while you guys fight over who's going to pay? :h
It looks like a standard storage door unless I'm looking at it wrong. There can't be to much involved in repairing/replacing it. If it were me I'd get it fixed and worry about who's going to pay for it later.
You say it's upside down as in the hinge is at the bottom ?

I was wondering the same thing. It really helps if someone posts a full pic of an area then zoom in on areas.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T05:09:31.000-07:00","lastPublishTime":"2016-04-06T05:09:31.000-07:00","metrics":{"__typename":"MessageMetrics","views":331},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178216","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:388121":{"__typename":"User","id":"user:388121","uid":388121,"login":"CampingN_C_","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2004-11-05T14:45:01.000-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.goodsam.com/t5/s/feyqc97479/m_assets/avatars/default/avatar-3.svg?time=1737155183000"},"rank":{"__ref":"Rank:rank:42"},"entityType":"USER","eventPath":"community:feyqc97479/user:388121"},"ModerationData:moderation_data:2178215":{"__typename":"ModerationData","id":"moderation_data:2178215","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178215":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:388121"},"id":"message:2178215","revisionNum":1,"uid":2178215,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178215"},"body":"So this door has been leaking for two years while you guys fight over who's going to pay? :h
It looks like a standard storage door unless I'm looking at it wrong. There can't be to much involved in repairing/replacing it. If it were me I'd get it fixed and worry about who's going to pay for it later.
You say it's upside down as in the hinge is at the bottom ?","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T04:19:23.000-07:00","lastPublishTime":"2016-04-06T04:19:23.000-07:00","metrics":{"__typename":"MessageMetrics","views":333},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178215","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:316397":{"__typename":"User","id":"user:316397","uid":316397,"login":"westend","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2011-11-17T05:06:55.000-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.goodsam.com/t5/s/feyqc97479/m_assets/avatars/default/avatar-7.svg?time=1737155183000"},"rank":{"__ref":"Rank:rank:42"},"entityType":"USER","eventPath":"community:feyqc97479/user:316397"},"ModerationData:moderation_data:2178214":{"__typename":"ModerationData","id":"moderation_data:2178214","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:2178214":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:316397"},"id":"message:2178214","revisionNum":1,"uid":2178214,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TravelTrailerforum-board"},"parent":{"__ref":"ForumTopicMessage:message:2178205"},"conversation":{"__ref":"Conversation:conversation:2178205"},"subject":"Re: Keystone Customer Service Fail","moderationData":{"__ref":"ModerationData:moderation_data:2178214"},"body":"If the problem was reported to CW within the warranty period, Keystone will be in a poor position should this matter end up in a courtroom. I've learned that there are very few instances when you are on the right side of things regarding laws where it won't work out to your benefit. A major hassle to be sure but run the course with as much composure as possible
Good luck on the resolution.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2016-04-06T01:08:31.000-07:00","lastPublishTime":"2016-04-06T01:08:31.000-07:00","metrics":{"__typename":"MessageMetrics","views":332},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"grouphub:TravelTrailer/category:TRAVELCENTER/community:feyqc97479board:TravelTrailerforum-board/message:2178205/message:2178214","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"CachedAsset:text:en_US-components/community/NavbarDropdownToggle-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-components/community/NavbarDropdownToggle-1740868841735","value":{"ariaLabelClosed":"Press the down arrow to open the menu"},"localOverride":false},"CachedAsset:text:en_US-components/messages/EscalatedMessageBanner-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-components/messages/EscalatedMessageBanner-1740868841735","value":{"escalationMessage":"Escalated to Salesforce by {username} on {date}","viewDetails":"View Details","modalTitle":"Case Details","escalatedBy":"Escalated by: ","escalatedOn":"Escalated on: ","caseNumber":"Case Number: ","status":"Status: ","lastUpdateDate":"Last Update: ","automaticEscalation":"automatic escalation","anonymous":"Anonymous"},"localOverride":false},"CachedAsset:text:en_US-components/users/UserLink-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-components/users/UserLink-1740868841735","value":{"authorName":"View Profile: {author}","anonymous":"Anonymous"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/users/UserRank-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/users/UserRank-1740868841735","value":{"rankName":"{rankName}","userRank":"Author rank {rankName}"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageTime-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageTime-1740868841735","value":{"postTime":"Published: {time}","lastPublishTime":"Last Update: {time}","conversation.lastPostingActivityTime":"Last posting activity time: {time}","conversation.lastPostTime":"Last post time: {time}","moderationData.rejectTime":"Rejected time: {time}"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageSolvedBadge-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageSolvedBadge-1740868841735","value":{"solved":"Solved"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageSubject-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageSubject-1740868841735","value":{"noSubject":"(no subject)"},"localOverride":false},"CachedAsset:text:en_US-components/messages/MessageBody-1740868841735":{"__typename":"CachedAsset","id":"text:en_US-components/messages/MessageBody-1740868841735","value":{"showMessageBody":"Show More","mentionsErrorTitle":"{mentionsType, select, board {Board} user {User} message {Message} other {}} No Longer Available","mentionsErrorMessage":"The {mentionsType} you are trying to view has been removed from the community.","videoProcessing":"Video is being processed. 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