Forum Discussion

kfp673's avatar
kfp673
Explorer II
Apr 20, 2020

Keystone denying claim (of course)

About 2 weeks ago I went out to give our 2018 Keystone 325BH it's spring cleaning. First thing I noticed was spider cracks on the side of the front cap. These were not there even 1 month ago and the unit has been winterized and not used for over 3 months. After a google search told me that this is not super uncommon on Keystone products I immediately took pictures and sent to my dealer who is only open for service right now and only a few days per week.

So, I just got an email from the service department, declined! Imagine that!! They claim it's damage and not a defect. I can tell you with 1000% certainty there has been no damage or impact to the trailer. So right now I am completely pissed off and fighting with Keystone in a time when it's difficult to get ahold of anyone. The initial reply was I should submit to insurance. No way I am doing that for something that was NOT DAMAGED!

Any thoughts on how this could be repaired? Do I really need a body shop or is this a task I could consider if Keystone continues to decline it, in which case I will be sure to bad mouth them as often as possible on this and other forums?

Thanks!
  • RobWNY's avatar
    RobWNY
    Explorer
    Apr 20, 2020
    Those spider cracks are likely in the Gel Coat. You can do a couple of things. Just keep a good coat of wax on the cap and don't worry about it (which is what most people do) or hire an auto body paint guy to repair it. That will be costly if the cap has graphics that will need to be removed and replaced with new graphics when the new gel Coat has been applied. Although it will ease your mind that your cap looks perfect again, it's not going to change your campers value enough to make it worth doing in my opinion. I had the same issue on my 5th wheel but it was only a few months old so I demanded a warranty repair. 8 months later and a few more gray hairs and the work was done. They didn't remove the graphics either. Just taped it off and sprayed it. Terrible job but I wasn't going to wait another 8 months to get the job done right.
  • Lwiddis's avatar
    Lwiddis
    Explorer II
    Apr 20, 2020
    Your 2018 TT is still under warranty?
    You have called Keystone and ask to whom you can appeal the decision given the dealer?
    You have made a polite written request for repair to the Keystone designated person with a dispassionate description of the cracks with pictures?

    IMO your phone calls are wasted time.

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