Keystone president,CEO

[MO_Trout_Bum]

Anyone have the name of a C-level executive at Keystone? We were just denied a warranty claim on the front cap finish of our 2012 Cougar, and may try to escalate to someone. Not sure if Campingworld is just not pressing hard enough for us or if the problem is solely with the manufacturer, however we sure are unhappy with the look of the front cap and I know that Keystone has honored the claims for others. Any thoughts would be greatly appreciated.

[MrVan]

richfaa wrote:
Remember Keystone is not a dealer they are the Manufacturer. Keystone did not sell you the Rv a dealer did and the dealer is the primary contact point.

Once again Call keystone customer service at the service center in Goshen,
Owners relations 866-445-5880 have your VIN ready. If it is decals you may get some help. Explain the problem and be prepared to take pictures of the problem and send to Keystone.

Call them and do what they ask you to do.

Keystone did sell you a RV. They provide the warranty and are responsible for the RV quality and substance. The dealer is just that. A dealer for and who represents Keystone. The dealer buys the Rv from Keystone for resale but that in no way relieves Keystone from their responsibility as the manufacturer. The Dealer is nothing more than a go between between the customer and the Manufacturer. Keystone is the responsible party here and a honest and reputable dealer will support their customer working with Keystone to get the problems resolved.

[Champ198]

MO_Trout_Bum wrote:
Anyone have the name of a C-level executive at Keystone? We were just denied a warranty claim on the front cap finish of our 2012 Cougar, and may try to escalate to someone. Not sure if Campingworld is just not pressing hard enough for us or if the problem is solely with the manufacturer, however we sure are unhappy with the look of the front cap and I know that Keystone has honored the claims for others. Any thoughts would be greatly appreciated.

Our 2008 Cedar Creek developed heavy oxidation on the front cap (gel coat) after two years. I spent days in my driveway after work using an orbital buffer and wax that removes oxidation. It was back breaking and the finish looked, well, bad. It would look ok for a couple of weeks and then it would start looking bad again.

I took the 5th wheel to a fiberglass repair shop that specialized in high gloss boat gel coat finishes. These guys repair high gloss gel coat boats and do insurance work for major boat brands. I paid the owner $100 cash and he had two guys with high speed buffers and special gel coat wax/finishing polish to buff out the finish on the front cap and rear fiberglass cap. It took about an hour. They had to work on ladders. It looked brand new (except for the big logo/sticker on the front cap which was faded). I repeated this process again in 2011 when I went to sell the camper so it would have a high gloss finish. .

That may be an option for you and a fiberglass gel coat repair shop like this can do more for you than the factory or the supplier that that front cap was supplied from.

Good luck!

[richfaa]

Sounds like you went through the process and I would agree that the vendor is the next step.

[MO_Trout_Bum]

Vulcaneer wrote:
Just curious...What exactly is the problem with the finish on the front cap. Is it something a little fiberglass restorer might bring back? See this thread???

I can understand why a 2 year old trailer might not be warranteed. With so many things that can be caused by mis applied treatments, or poor maintenance.

not saying that is what caused your issues. But lets face it. A lot of people screw up their finishes. And then claim the manufacturer made an inferior product.

Here is another thought...Hopefully more constructive. The RV manufacturers don't make the front caps. They are vendor products. And purchased by the RV builder. They come in on a truck, and the RV company just does the "lick em and stick em", thing.

So if the customer satisfaction people at Keystone cannot help you. See if you can find out who their vendor is, and go from there.

I doubt if any CEO is going to do much for you, if you haven't first gone through (and exhausted) the customer service departments. They will probably tell you to go through them first. Then work your way up the line.

Thank you for passing the link on to me. I saw that thread and some similar items which provoked me to try Maquires. We applied by hand after cleaning well. It looked better initially however the dull oxidized finish came back within a few weeks. Then we tried Gel-Gloss at the recommendation of a local Keystone dealer. This time we applied and removed with an electric buffer. Afterward, it looked even better and much of the shine persisted this time. However, the dull oxidized color came back within a few weeks. It is as if the problem is deep within the gelcoat finish. Hence my claim with the manufacturer.

Thanks again for your recommendations. We may check into the vendor angle as well.

[MO_Trout_Bum]

richfaa wrote:
Remember Keystone is not a dealer they are the Manufacturer. Keystone did not sell you the Rv a dealer did and the dealer is the primary contact point.

Once again Call keystone customer service at the service center in Goshen,
Owners relations 866-445-5880 have your VIN ready. If it is decals you may get some help. Explain the problem and be prepared to take pictures of the problem and send to Keystone.

Call them and do what they ask you to do.

thanks very much for the guidance, however we have already done that. VIN, etc.

The initial contact at Keystone was very helpfull, however directed us to route pictures via the dealer. Dealer sent the pictures in, and then KS denied it. We contacted KS again to inquire about the reason for denying. KS indicated that it was denied because the unit was three years old. That is where we are with it right now.

[Vulcaneer]

Just curious...What exactly is the problem with the finish on the front cap. Is it something a little fiberglass restorer might bring back? See this thread???

I can understand why a 2 year old trailer might not be warranteed. With so many things that can be caused by mis applied treatments, or poor maintenance.

not saying that is what caused your issues. But lets face it. A lot of people screw up their finishes. And then claim the manufacturer made an inferior product.

Here is another thought...Hopefully more constructive. The RV manufacturers don't make the front caps. They are vendor products. And purchased by the RV builder. They come in on a truck, and the RV company just does the "lick em and stick em", thing.

So if the customer satisfaction people at Keystone cannot help you. See if you can find out who their vendor is, and go from there.

I doubt if any CEO is going to do much for you, if you haven't first gone through (and exhausted) the customer service departments. They will probably tell you to go through them first. Then work your way up the line.

[richfaa]

Remember Keystone is not a dealer they are the Manufacturer. Keystone did not sell you the Rv a dealer did and the dealer is the primary contact point.

Once again Call keystone customer service at the service center in Goshen,
Owners relations 866-445-5880 have your VIN ready. If it is decals you may get some help. Explain the problem and be prepared to take pictures of the problem and send to Keystone.

Call them and do what they ask you to do.

[jujububbajr]

qtla9111 wrote:

jujububbajr wrote:

qtla9111 wrote:
Are these the guys you are looking for?

Key Executives for Keystone RV Company, Inc.

Name Title

Ronald J. Fenech Chief Executive Officer and President --
Robert W. Martin Chief Operating Officer and Executive Vice President

Ron Fenech is no longer with Keystone. He is now a co owner of Grand Design.

Do you know who took his place? I found this on Forbes for the month of July. I wonder when it happened.

http://www.reuters.com/article/2012/01/31/idUS247896+31-Jan-2012+PRN20120131

[qtla9111]

jujububbajr wrote:

qtla9111 wrote:
Are these the guys you are looking for?

Key Executives for Keystone RV Company, Inc.

Name Title

Ronald J. Fenech Chief Executive Officer and President --
Robert W. Martin Chief Operating Officer and Executive Vice President

Ron Fenech is no longer with Keystone. He is now a co owner of Grand Design.

Do you know who took his place? I found this on Forbes for the month of July. I wonder when it happened.

[jujububbajr]

Maybe try Kim Dooley. She is listed as Customer Satisfaction Manager. Kim Dooley at: doolk@keystonerv.com

[jujububbajr]

qtla9111 wrote:
Are these the guys you are looking for?

Key Executives for Keystone RV Company, Inc.

Name Title

Ronald J. Fenech Chief Executive Officer and President --
Robert W. Martin Chief Operating Officer and Executive Vice President

Ron Fenech is no longer with Keystone. He is now a co owner of Grand Design.

[camperkilgore]

If you can't get any results from contacting the above people, Trailer Life magazine seems to get results from dealers and manufacturers. I don't have personal experience with this, but it might be worth a try to send them a letter or email. I think that if many thousands of readers hear about a problem with Keystone then Keystone will probably do something about your problem. I believe the appropriate word is "exposure".

[qtla9111]

Are these the guys you are looking for?

Key Executives for Keystone RV Company, Inc.

Name Title

Ronald J. Fenech Chief Executive Officer and President --
Robert W. Martin Chief Operating Officer and Executive Vice President

[rtaylor0830]

B.O. Plenty wrote:

tsetsaf wrote:
You might get a better response if you park outside the dealership with a big sign pointing out the quality of the units they are selling.

Why punish the dealer? They have no stake in this. It's a Keystone problem, not a Thor problem, not a dealer problem. Every trailer I've seen with the colored gel coat caps is doing this. Mine did as well. They aren't expected to last forever. Even the white ones get all chalky after a few years. You just don't notice it so much. Should they paint those too?. Keep after Keystone yourself, not through a dealer,and try and get it resolved, if not get it painted and go camping.

B.O.

You have to go through the dealer keystone will not do anything for the buyer. When I contacted them they said I had to have the dealer send pictures.