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!

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.

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.

they,ve already been bad mouth alot , people look up reviews of companies before they buy. your stuck .either fix it yourself,, or leave as a reminder to never buy K,S again. make sure you show it to all your camp buddies.

Pics needed so we can see what you are talking about.Deal direct with Keystone and bypass the dealer for getting warranty approval. The dealer may not have even contacted Keystone.

It would be nice if the manufacturer would stand behind their products although being a 2018 rig you are probably out of warranty anyway. Post a pic and maybe someone can describe how they were able to fix or at least make it less noticeable, try to work with Keystone directly as dealers usually don't try as hard when it comes to repairs covered by the manufacturer.

Keystone denying claim (of course) | Good Sam Community

campigloo
Explorer
May 02, 2020
kfp673 wrote:
campigloo wrote:
Keystone was pretty decent on things I complained about. I have the same cracks on my 2010 that I bought new. They said it was stress cracks and nothing to worry about. The worst part of it is I had to look at it on my brand new camper but in the long run they were right. It has had no adverse effect on the performance of the trailer and it never got any worse. I recommend not to drive yourself crazy over such a minor problem. Aggravating yes, but not really that big of a deal; imo.
Happy travels!

I know its relatively minor, and thanks for all the replies. I just don't think a unit this new should crack like this. And for Keystone to just continue insisting it was hit by something that caused this is what is most frustrating because I know for a fact it was not. The last reply they said "You have had precious claims for other items from your dealer and this was never mentioned before. Had it been a defect from factory it would have been noticed earlier". What??? Anyway, they are not doing anything so I'm on my ow to fix this and just remember it next time I'm camper shopping. Thanks all. Stay safe and have a nice weekend!

I know what you mean. I get ticked when I get the run around too!
kfp673
Explorer II
May 01, 2020
campigloo wrote:
Keystone was pretty decent on things I complained about. I have the same cracks on my 2010 that I bought new. They said it was stress cracks and nothing to worry about. The worst part of it is I had to look at it on my brand new camper but in the long run they were right. It has had no adverse effect on the performance of the trailer and it never got any worse. I recommend not to drive yourself crazy over such a minor problem. Aggravating yes, but not really that big of a deal; imo.
Happy travels!

I know its relatively minor, and thanks for all the replies. I just don't think a unit this new should crack like this. And for Keystone to just continue insisting it was hit by something that caused this is what is most frustrating because I know for a fact it was not. The last reply they said "You have had precious claims for other items from your dealer and this was never mentioned before. Had it been a defect from factory it would have been noticed earlier". What??? Anyway, they are not doing anything so I'm on my ow to fix this and just remember it next time I'm camper shopping. Thanks all. Stay safe and have a nice weekend!
campigloo
Explorer
May 01, 2020
Keystone was pretty decent on things I complained about. I have the same cracks on my 2010 that I bought new. They said it was stress cracks and nothing to worry about. The worst part of it is I had to look at it on my brand new camper but in the long run they were right. It has had no adverse effect on the performance of the trailer and it never got any worse. I recommend not to drive yourself crazy over such a minor problem. Aggravating yes, but not really that big of a deal; imo.
Happy travels!
ER_Alaska
Explorer
Apr 30, 2020
Small claims court.
kellem
Explorer
Apr 30, 2020
I personally have had good luck with Keystone products over the years but will admit.....RV warranties are a joke.

Sorry OP.
K_and_I
Explorer
Apr 30, 2020
Have you tried Trailer Life's RV Resolutions? It may not help, but it doesn't cost anything to try. Following is a copy and paste from Trailerlife.com:

Need Help Resolving an RV Issue?
RV Resolutions is Trailer Life’s forum for the settlement of conflicts between consumers and RV dealers and manufacturers, accessory suppliers and service providers. After exhausting all other resources without success, mail a typed letter to Trailer Life RV Resolutions, 2750 Park View Court, Suite 240, Oxnard, California 93036. Include copies of appropriate bills and correspondence along with a self-addressed, stamped envelope. Selected letters will be edited and published unless otherwise requested.
kfp673
Explorer II
Apr 30, 2020
Well, after weeks of back and forth with many days in between each reply, forgetting the details of my situation (even though you can simply read the email chain) due to "limited staffing", Keystone replied as to be expected and said Sorry, the decision is final. Amazingly lazy reply. They didn't bother to send the local rep to look at it, ask any questions.. Nope, they just fabricated the idea that damage was done and said denied. Certainly helps solidify me never buying any Keystone trash ever again. Thought we had made a good decision on a camper and unfortunately were wrong. Amazing how cheap and lazy these companies are. I work for a manufacturer in a different industry, and if we even considered this level of support we would be out of business within a year. Really a shame and yet another lost customer for Keystone!
Blazing_Zippers
Explorer II
Apr 21, 2020
Been there, Done that! Keystone is quick to deny. Someplace out there is a frame flexing fifth wheel trailer that we don't own any longer. Sorry.
Grit_dog
Navigator
Apr 21, 2020
That stinks. Good luck bud. Hopefully persistence pays off for you.
kfp673
Explorer II
Apr 21, 2020
afidel wrote:
Sandia Man wrote:
It would be nice if the manufacturer would stand behind their products although being a 2018 rig you are probably out of warranty anyway. Post a pic and maybe someone can describe how they were able to fix or at least make it less noticeable, try to work with Keystone directly as dealers usually don't try as hard when it comes to repairs covered by the manufacturer.

Correct, the Keystone 1/3 warranty specifically excludes the cap from the definition of structural.Link

Actually, if you read it again you see they include the cap including cracks and paint fading, however they gave themselves a built in "out" by putting ** Does not include damage to the cap. That allows them to simply call anything they want to deny damage which is what they are doing with my unit. It just drives me nuts because I believe I am fair. Had something hit the cap or in any way damaged it I would not have even asked for it to be covered.

Anyway, thanks for the replies all. Dealer said they have been having trouble getting through to Keystone via phone right now due to current circumstances and recommended I start with email. Sent the email tonight so I'll post once I hear back.