To Whom It May Concern:If you are considering purchasing or know someone who is you/they may wish to consider a manufacturer other than Keystone RV and Thor Industries. These two companies do not stand behind their products.I have a 2013 Keystone Cougar High Country 321RES, purchased July 05, 2013. This unit has had numerous issues most that should have been caught on a final inspection prior to be shipped to a dealer.The unit was taken back to the dealer, Century RV in Longmont, CO, on September 30, 2013 to have 7 issues addressed. As of the date of this posting all of the issues have not been completed. March 26, 2013 the dealer was notified of a crack that has appeared on the exterior wall of the main slide. This problem has not even been addressed as to when it will be repaired.However, the largest issue is that also on March 26, 2013, it was discovered that one of the seals on the P-trap for the shower drain had never been installed. This allowed all of the shower water to drain into the belly of the RV. I was concerned about mold and mildew. I wrote Keystone and Thor Industries, the parent company of Keystone, and told them of my concerns. As of the date of this posting I have NEVER heard from Thor Industries. On June 12, 2013, I was contacted by Mr. Stephen Holmes, Manager of Owner Relations for Keystone RV, who promised to have an answer for me by close of business on June 13, 2013 and said he would call me. I did not hear from Mr. Holmes on Friday June 13th nor as of the date of this posting have I heard from Mr. Holmes.

Well, there ya' go. Mr. Holmes thought he could ignore your problem and you would just blow away but now you have told thousands of people about their poor customer service. Shame on you Stephen Holmes!

Is there a bridge near by or something....

Moved from Forum Technical Support

I understand your frustration but keep in mind ALL RV's can have issues. Unfortunately in the RV industry that's one thing that's fairly consistent poor workmanship.

dspencer wrote:I understand your frustration but keep in mind ALL RV's can have issues. Unfortunately in the RV industry that's one thing that's fairly consistent poor workmanship.As an owner that has a Keystone/Thor product and has had very little problems,I feel that it is unfair to castigate any large company for one instance, no matter how unfortunate. Thor produced 166,152 units in 2013.Have you checked Toyota and GM recalls lately? Lets' keep things in perspective. I am sorry you had such trouble.

Keystone RV & Thor Industries | Good Sam Community

Ex-Tech
Explorer
Jul 15, 2014
Lantley wrote:
Ex-Tech wrote:
ka0dqz wrote:
I went from a tent trailer to this. The PDI lasted all of 30 minutes

The PDI (Pre-Delivery Inspection) is done by the mechanic before the RV is presented to the customer. This is when all of these defects should have been discovered by the dealer.
The process where the customer and dealer go through the coach before taking delivery is called the Walk-Through, not a PDI.

Don't confuse semantics. Call it what you want.
A wise owner/buyer will take their time and slowly and methodically check out the entire RV before driving it off the lot.

I am not the one confused. My point was a follow-up to my previous post that stated that most manufacturers pay the dealers for the PDI process to find these defects before the coach is delivered. My other point is that the issues that the OP listed were totally the dealers fault for missing these problems.
afishinado
Explorer II
Jul 14, 2014
What I've learned in the very brief time that I've had my Toy Hauler is that RV's as a whole are not done very well. I guess a really good quality unit (like boats) are far more expensive than the ones most people buy. I just have trouble understanding why they can't all be pretty darn good. They aren't that complex, and what is a little complex wouldn't be problematic if the manufacturers just did it right to start with (again, same as with boats)
kennethwooster
Explorer
Jul 14, 2014
We had two Fleetwood products, that also was broken down a lot. Course they no longer make trailers anymore due to bankruptcy. Then I bought a 2011 Cameo. What a difference. Yes they are also out of business, but just does not take that many repairs. My next unit will be a Lifestyle. Best ways to handle is go buy another brand when you can. I'm tires of products barely put together.
JiminDenver
Explorer II
Jul 14, 2014
We may end up replacing our low end unit and I really like the Passport 28rl or something like that. Nice floor plan for us and not to heavy for the truck. Threads like this make me want to go hug our TT.

I guess we got lucky on the PDI, it didn't last long and we wouldn't have known what to look for if we needed too. We took it as a basic run down on how to use the trailer, not look for issue. Then again this was our first new trailer so I guess we hit the lottery as nothing went wrong. (so far)
kakampers
Explorer
Jul 14, 2014
Lantley wrote:
Ex-Tech wrote:
ka0dqz wrote:
I went from a tent trailer to this. The PDI lasted all of 30 minutes

The PDI (Pre-Delivery Inspection) is done by the mechanic before the RV is presented to the customer. This is when all of these defects should have been discovered by the dealer.
The process where the customer and dealer go through the coach before taking delivery is called the Walk-Through, not a PDI.

Don't confuse semantics. Call it what you want.
A wise owner/buyer will take their time and slowly and methodically check out the entire RV before driving it off the lot.

I agree...our dealer gave us a technician, who was told to stay with us and do nothing else.

He spent 9 hours with us as we simultaneously went through the unit section by section and moved our stuff from one unit to the other. He checked every single water connection, had the basement wall down and checked everything and installed a brass backflow valve on the water heater we had purchased. He repaired every minor problem we found and even moved my stained glass window from one unit to the other for me. Due to this detailed PDI we have had no issues with our rig that could have been found during this process...can't blame anyone for the failed ceiling fan which died several months later...

Needless to say we would definitely buy from this dealer again...this is the way a walk thru/PDI should be performed.
Lantley
Nomad
Jul 14, 2014
Ex-Tech wrote:
ka0dqz wrote:
I went from a tent trailer to this. The PDI lasted all of 30 minutes

The PDI (Pre-Delivery Inspection) is done by the mechanic before the RV is presented to the customer. This is when all of these defects should have been discovered by the dealer.
The process where the customer and dealer go through the coach before taking delivery is called the Walk-Through, not a PDI.

Don't confuse semantics. Call it what you want.
A wise owner/buyer will take their time and slowly and methodically check out the entire RV before driving it off the lot.
Ex-Tech
Explorer
Jul 14, 2014
ka0dqz wrote:
I went from a tent trailer to this. The PDI lasted all of 30 minutes

The PDI (Pre-Delivery Inspection) is done by the mechanic before the RV is presented to the customer. This is when all of these defects should have been discovered by the dealer.
The process where the customer and dealer go through the coach before taking delivery is called the Walk-Through, not a PDI.
calewjohnson
Explorer
Jul 02, 2014
I have not read through all the responses, but I can say this.... We bought a Keystone Outback 323BH in Oct 2013. We have been full timing in it for 8 months now (2 adults, 2 kids, 1, dof, and 2 cats). About 4 months ago, our black tank broke at the outlet to the waste gate. I had a mobile repairman come out to stop the leak, then I contacted Keystone though their warranty department. They told me to return it to the dealer, but the dealer said it would take 4-8 weeks to repair. I called the mobile repairman and he gave me a quote for parts/labor of $600 on site and all original parts. I contacted Keystone, they approved the repair, but capped at $475... I was OK with that, since the on site service call is $99. I paid for the repair, scanned/emailed the receipt to the service representative and had a check 2 weeks later.... I am very happy with that.

Another one, the selling dealer damaged a bunch of decals when they washed it, after fighting with them for a couple months, I contacted Keystone, sent them pictures, and two weeks later I had a box with replacement of the decals I needed and some nice directions on how to replace them.

So far, I love the quality of this TT. Keystone has come out with a new Outback series (Terrain I think), it does not look as well made....

A lot of times, I think it is the way they are approached which will determine how they help you. I start all my correspondence with Sir/Ma'am and end with Very Respectfully. I have found that will go a very long way in getting needed service.

Cale
rhagfo
Explorer III
Jun 30, 2014
720Deere wrote:
ka0dqz wrote:
I went from a tent trailer to this. The PDI lasted all of 30 minutes

In all fairness, you set the pace of the PDI not the dealer/salesman. The dealer walks you through the operation of everything, but it is the responsibility of a prudent buyer to careful operate and inspect all systems prior to accepting the unit. A thorough inspection includes filling the tank with water and operating all water systems. On my list this is one of the most important checks because I want to make sure nothing leaks prior to me accepting and signing the paperwork.

Yes, so true, our PDI on current 5er lasted 2 hours. It was a great day for a PDI rainy and cool.
BillB800si
Explorer
Jun 30, 2014
meharms wrote:
I bought a 2014 Dutchmen Denali 3371BH Trail Edition. STUFF CUT:
Many of the problems were the norm. We expected a few bugs. Not a whole colony of them. I have to give Dutchmen a thumbs down. Many people don't have problems, but we sure got their portion of them. Last time we buy Dutchmen.

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And that was one of the reasons we didn't buy a 2014 Denali 287RE.
Hope all works out to your satisfaction.