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/5Aa9mdqgHAdAF52GAVideo of leak: https://youtu.be/PpWkQt6AMlU

How old is the trailer? Did you buy it new? If it's outside of warranty, I could see them potentially using that as a reason to avoid it. I thought I had an issue with my electric awning, which I was able to fix, but when I called Keystone they offered to take care of it for me even though it was outside of the 1 year. IF you bought it used, I can see why they wouldn't cover it simply because the old owner could've done a myriad of things to cause leakage issues.May be try calling the BBB and having them apply pressure? A phone call from a lawyer can also help push things along. I would just keep calling and pressuring them until I Got someone high up enough to give the OK or at least know that if I did have a lawyer call, they wouldn't be talking to some random rep.Good luck! Water damage is the worst...

In-laws just traded in their Keystone for a Forest river . They love itJust had an AMAZING positive experience with Jayco:)

Send a letter and pics to Trailer Life and have them help intervene.They have a RV Resolutions section every month in their magazine.Best of luck.

Keystone has deleted my post from their Facebook page without any contact, that speaks volumes to me as to how they intend to handle this.

I've never had problems with Keystone. They've been very good to me, with 2 campers. Don't know about your post on Facebook, but I do know, a negative and belligerent attitude will only shut down the entire process.You never did answer the question? Did you purchase the camper new or used? That would give us better insight to Keystone's response.

Keystone Customer Service Fail | Good Sam Community

cjelliott81
Explorer
Apr 08, 2016
A couple of notes to address some confusion:

- I have an estimate from CW for ~$2000 to replace the rotten floor and the door.

- Multiple attempts were made to mitigate the leak myself to include sealing the door with foil tape when water was noticed in the compartment until it could be returned to CW for diagnosis, each time I was assured it was fixed and the process would start again.

- When I finally determined the source of the leak 1.5 years after it's first visit to CW, I sealed the drain holes with foil tape to prevent any additional leaking, I however did not attempt to modify or alter the door such as to avoid accusations of my work being the cause of the failure. At no time did I intentionally allow damage while waiting on a warranty resolution.

There are discussions ongoing between myself, CW, and Keystone. I will update once a resolution is determined.

For those who indicate how little they care, yet continue to post in an attempt to initiate a pissing contest; if you feel so inclined to argue with a stranger on the internet - I hear there is an election coming up.
Lantley
Nomad
Apr 07, 2016
This post has not done one thing to sway my opinion on Keystone one way or the other.
I'm not a big Fan of Keystone,but I have no axe to grind with them either.
When it comes to RV's quality control is lacking across all brands and all price points. We all know this ...right!!LOL....
Inspecting the individual unit you are buying is critical. As mentioned above a thorough PDI is the key to success.
Buying from a reputable dealer with a stellar reputation is also important.
There is no silver bullet or miracle to make the RV industry totally upstanding.
Once you have a problem you need to be as proactive as possible to get things fixed. Fixing minor items yourself is often the best solution vs. fighting a warranty claim. Good Luck this story has dragged on too long already
Huntindog
Explorer
Apr 07, 2016
goducks10 wrote:
I would say all we know is how the OP handled the whole thing. I would like to hear the dealers and Keystones side. Not the way the OP is interpreting it.
Wouldn't deter me from a Keystone product. Every brand has a buyer that's been through the ringer over some issue. If we all decided on what unit to buy based on negative issues then we all would be staying in hotels for vacation.
Keystone sells a bu!! load of RVs. They're bound to have a goof up.
Exactly how the OP handled it is not the big thing here. We know that he reported the leak before the TT was in service for one year... Therefore his warranty should be good... There may be some technicalities with transfering it that were not handled correctly... If so, then that is the dealers fault, as a buyer would not know what needs to be done.

And though the root cause of the leak wasn't found until the warranty was up,, that should not matter as it was reported under warranty. It is not the OPs job to diagnose the cause of the leak.
It doesn't matter how long the dealer takes to correctly diagnose a problem... They need to get it fixed.

If Keystone is in fact trying to weasel out of the warranty because of transfer paperwork not being done right... Shame on them. They very well may cost themselves new sales down the road... From the OP and others that he tells his experience to.

If they are trying to weasel out based on the warranty period being over.... Shame on them again. The OP reported the leak within the warranty period... It needs to get fixed period.

I for one want to know just what the end result of this is. I will be buying another new TT down the road. I want to know the good, the bad, and the ugly about all brands.
BTW, my Sabre experience has been nothing short of excellent.. The only reason I would switch brands is because they do not currently offer what I think I will be wanting next time. Maybe they will in the future.
Candie4749
Explorer
Apr 07, 2016
I work in warranty for a company that supplies products to the RV industry (not this door though ) The standard for warranty is one year from the date of retail purchase on a brand new unit. We have now purchased four travel trailers two new and two used and I cannot stress enough how important the PDI is. Take two hours plus if need be but check every inch of the unit. I'm surprised that the dealer this unit was purchased from will not just repair the door @ no charge as a goodwill gesture.
DavidP
Explorer
Apr 07, 2016
goducks10 wrote:

Keystone sells a bu!! load of RVs. They're bound to have a goof up.

Exactly. They all make goofs but all to often we read very negative posts about how Keystone handles complaints. I too would never consider one of their RV's.
goducks10
Explorer
Apr 07, 2016
I would say all we know is how the OP handled the whole thing. I would like to hear the dealers and Keystones side. Not the way the OP is interpreting it.
Wouldn't deter me from a Keystone product. Every brand has a buyer that's been through the ringer over some issue. If we all decided on what unit to buy based on negative issues then we all would be staying in hotels for vacation.
Keystone sells a bu!! load of RVs. They're bound to have a goof up.
beemerphile1
Explorer
Apr 07, 2016
dodge guy wrote:
...Yes, but now we all know how Keystone handles warranty issues. For this reason alone I would scratch any Keystone product off my list....

I doubt we have the whole story. I'm waiting for Paul Harvey to come along and say; "and now, for the rest of the story" :B
dodge_guy
Explorer II
Apr 07, 2016
SoundGuy wrote:
beemerphile1 wrote:
Those that are offering advice or asking questions, did you miss it when the OP said;

"I'm not here for advise, or to hear opinions on the legitimacy of my claim...."

He doesn't want advice or care about our opinions.

No kidding ... and if I cared enough to bother looking on other forums (I don't) I bet we'd find his same complaint there as well. :R

So if he's not here for "advice" or "hear opinions on the legitimacy of his claim", there's only one remaining reason why he did post here - to seek attention and "right the wrong" that in his mind has been inflicted upon him by Keystone. Ironically, in some twisted way I guess he did get what he wanted as we've already wasted several pages of discussion over this. :S

Yes, but now we all know how Keystone handles warranty issues. For this reason alone I would scratch any Keystone product off my list.

Yes it sounds like the OP came here to tell his story and the bad experience he had with Keystone. Good for him, I hope Keystone finds out about the bad publicity for a defect they caused when the trailer was built.
SoundGuy
Explorer
Apr 07, 2016
beemerphile1 wrote:
Those that are offering advice or asking questions, did you miss it when the OP said;

"I'm not here for advise, or to hear opinions on the legitimacy of my claim...."

He doesn't want advice or care about our opinions.

No kidding ... and if I cared enough to bother looking on other forums (I don't) I bet we'd find his same complaint there as well. :R

So if he's not here for "advice" or "hear opinions on the legitimacy of his claim", there's only one remaining reason why he did post here - to seek attention and "right the wrong" that in his mind has been inflicted upon him by Keystone. Ironically, in some twisted way I guess he did get what he wanted as we've already wasted several pages of discussion over this. :S
RandACampin
Explorer II
Apr 07, 2016
beemerphile1 wrote:
Those that are offering advice or asking questions, did you miss it when the OP said;
cjelliott81 wrote:
I'm not here for advise, or to hear opinions on the legitimacy of my claim....

He doesn't want advice or care about our opinions.

No he just wants to bash and besmirch a company he's looking for help from. The mod should delete these bashing threads starting with this one.