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MY FAMILY PURCHASED A 2015 KEYSTONE OUTBACK 301BQ IN JANUARY 2015. IN JUNE OF 2016 WE NOTICED SOME CHIPS IN THE REAR FILON OF THE TRAILER. KEYSTONE INFORMED ME THAT OUR DEALER WOULD HAVE TO DO AN INVESTIGATION AND REPORT THEIR FINDINGS TO KEYSTONE.

SO I BROUGHT MY TRAILER BACK TO THE DEALER. THE DEALER PERFORMED AN INSPECTION AND RULED OUT ANY TYPE OF ISSUES WITH POOR OWNER UP KEEP BUT DID DISCOVER THAT THE REAR FILON WAS POORLY ASSEMBLED AND SEALED AT THE FACTORY WHICH CAUSED WATER DAMAGE BEHIND THE FILON CAUSING IT TO SWELL AND CHIP THE GEL COAT.

THE DEALER REPORTED THEIR FINDINGS BACK TO KEYSTONE AND THEIR ONLY REPLY WAS WE'RE SORRY BUT THIS UNIT IS OUT OF IT'S 1YR WARRANTY PERIOD. KEYSTONE WOULD NOT TAKE ANY RESPONSIBILITY THAT THIS ISSUE COULD OF HAPPENED ON THEIR ASSEMBLY DURING PRODUCTION AS DETERMINED BY MY DEALER.

AFTER A LONG DRAWN OUT BATTLE WITH KEYSTONE MY DEALER GOT KEYSTONE TO PAY FOR THE COST OF THE MATERIAL TO REPLACE THE REAR FILON ($1,200.00) BUT I WAS RESPONSIBLE FOR THE LABOR AT $3,800.00. I HAD NO OTHER CHOICE THAN TO REPAIR IT.

AFTER BEING REPAIRED AND BEFORE I PICKED UP THE TRAILER FROM MY DEALER I RECEIVED A VERY DISTURBING PHONE CALL FROM THE DEALER EXPLAINING THAT THE FRONT AND REAR SIDES WHERE THEY ABUT THE REAR FILON WERE STARTING TO DO THE SAME EXACT THING THE REAR FILON HAD DONE. THIS WAS SOMETHING THAT THE DEALER COULDN'T REPAIR DUE TO THE WAY IT WAS BONDED AND I WAS TOLD I'D HAVE TO BRING IT BACK TO THE FACTORY. THE COST TO REPAIR BOTH SIDES I TOOK A GUESS AT WOULD BE ABOUT $15,000.00+/- BEING THAT JUST THE REAR COST $5,000.00.

I FORWARD THIS INFORMATION TO KEYSTONE AND GOT THEIR ANSWER AS "SIR WE'VE DONE ALL THAT WE CAN DO AND YOUR TRAILER IS OUT OF IT'S 1YR WARRANTY"

TO KEYSTONE, THEIR OWNERS ARE JUST A NUMBER AFTER THEIR 1YR WARRANTY HAS EXPIRED. THEIR CUSTOMER SERVICE IS VERY POOR AND I WOULD NOT AND WILL NOT BUY ANOTHER UNIT OR RECOMMEND TO ANYONE TO BUY ANY KEYSTONE/THOR PRODUCTS. IT'S A PRETTY POOR WAY TO OPERATE A HUGE BUSINESS AND NOT STAND BEHIND YOUR PRODUCT.

Review about: Keystone Rv Rv.

Reason of review: Damaged or defective.

Monetary Loss: $20000.

Preferred solution: Let the company propose a solution.

I didn't like: Anything about keystone standing behind their product.

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Anonymous
#1521857

This has been going on for years & it would seem that all of these problems could be solved by now.It seems that these same problems still exists today. It showes what Keystone thinks of their costumers.

I will never buy or recomend them to anybody. It would seem that the better business & consumer protection would do something by now. I have owned a cougar travel trailer which must have been built before the new owners that i had very few problems.

The 2014 cougar 5th wheel that i have now is not half the camper of the 2007. It seems that the company has only 1 reply sorry about your luck.

Anonymous
#1446723

Wow! That is astounding that they wouldn't care about their own poor assembly Technics. Thanks for the info.

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