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Old 12-10-2017, 07:16 PM   #21
JRTJH
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Yes, I'm sure it is frustrating. For those who may not be familiar with the issue, Alanfray's RV is a 2018 295QBS Coleman Lantern. A bit of "history" regarding the Dutchman (they make the Coleman line), THOR placed Dutchman (whose manufacturing facility is directly adjacent to Keystone's Goshen plant) under Keystone's management around 2014. At that time, Dutchman was having some significant management problems. A part of the "realignment" included an agreement with Camping World to introduce a new RV line, the Coleman Lantern travel trailer... Prior to that, Coleman was produced by Livin' Lite RV company. That all occurred, I think, around 2015.

Anyway, it shouldn't matter who makes the OP's trailer, if it's defective, the manufacturer (Dutchman) should stand behind it and repair the problem. Keystone's only "skin in the game" is that the Customer Service for both companies (Dutchman and Keystone) are both managed by the Keystone CS department.

I bring all of this up, not to explain the relationship between the two companies, but rather to give the OP some background on what's probably happening with his warranty repair. It's being managed by Keystone but is probably being denied by Dutchman. The "disconnect" is probably between Camping World's report and what Keystone is relaying "across the fence" to Dutchman who probably doesn't have accurate data on which to make a decision.

If there is a way to get the dealership to accurately and completely document the problem and to show Keystone the video that depicts screws coming through the TPO roof membrane in multiple locations, I'd suspect there would be a much more satisfactory decision. I'm guessing that Keystone is "visualizing" one or two small spots and refusing to replace the membrane. If they were aware of multiple locations that are damaged, historically they have approved at least a partial "reskinning" of the roof. I've never heard of them repairing a roof by patching holes and putting vent stacks over the repair.

Somewhere there is a "disconnect" between the dealer, Keystone and Dutchman.
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Old 12-11-2017, 03:48 AM   #22
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Something else the OP might look into is that Trailer Life Mag has a RV Resolutions section where they will also contact Keystone or whomever and present the issues to them and ask why they're not fixing the problem. The good side to that is that they publish this in their mag so others can see whether they fix it or not. Basically its made public which most manufacturers don't want.
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Old 12-11-2017, 06:31 AM   #23
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Camping World service dept manager sent the video to Keystone's service advisor and they have still denied the warranty claim. The email from the service advisor states "KRV wouldn't replace the roof membrane for this issue. This jobline was reviewed and approved by the Team Lead". I really don't know how they can deny replacing the entire membrane, or the roof for that matter. I sent the the GM of CW an email this morning and supposedly he and his service manager and warranty manager are meeting this afternoon to try to figure out a way to help me "battle" Keystone...
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Old 12-17-2017, 05:38 AM   #24
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Something else the OP might look into is that Trailer Life Mag has a RV Resolutions section where they will also contact Keystone or whomever and present the issues to them and ask why they're not fixing the problem. The good side to that is that they publish this in their mag so others can see whether they fix it or not. Basically its made public which most manufacturers don't want.
I was going to say the same thing. I don't know what their success rate is but I'll bet its pretty high. I cant imagine any company wanting that type of publicity. I've seen them help consumers get repairs, replacements and refunds on things you wouldn't normally think they would get. In this case, I think its a slam dunk. And it is one more thing to put on our PDI if it isnt already there.
Either way, keep applying pressure. I'm sure they're hoping we give up and accept it without a fight.
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Old 12-17-2017, 06:08 AM   #25
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The service manager from camping world in Columbia SC contacted me and said he felt he could help. He said he didn't know what was going on with the service folks at CW in Charleston SC, He went and picked it up last Thursday and said he will try to get to looking into the problems and work with Keystone. He said he has had great success getting working with them in the past. Fingers are crossed that he is successful. If not, I have my attorney on speed dial because I too feel it's a slam dunk case and the video clearly shows manufacturer defects.
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Old 01-08-2018, 05:19 PM   #26
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UPDATE! Camping World Service Manager from Columbia SC contacted me and asked about going and picking my camper up from Camping World in Charleston. He said he thought he could help me. He went and picked it up got permission or should I say hours from Keystone to peel the roof and look at the problem. He is sent in pictures and Keystone still denied replacement of the roof under the warranty. After a week of back-and-forth between him and Keystone he contacted me and told me that he and his general manager decided they were going to go ahead and replace my roof and make my camper right. He said there’s no need for me to be going without my unit because of Keystone. He said he would fight the battle with Keystone after the work is complete. My faith in Camping World in Columbia South Carolina has been restored.
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Old 01-08-2018, 06:03 PM   #27
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That's great news !!! As the work progresses, keep us updated on how things go. It's great to know that CW is standing behind your trailer and doing the right thing for their customer.
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Old 01-09-2018, 04:08 AM   #28
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That's great news !!! As the work progresses, keep us updated on how things go. It's great to know that CW is standing behind your trailer and doing the right thing for their customer.
X2. After hearing all the bad things we all here about CW its good to hear they are stepping up to the plate!
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Old 01-11-2018, 07:38 AM   #29
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When purchasing a camper, don't just ask what is the roof membrane made of. Ask what is under the membrane. Is the roof OSB or plywood? Are the trusses wood or aluminum? How is the wood attached to the truss-staples, screws or a combination of both? Jayco staples the perimeter and then screws the center seams into the Magnum Truss roof

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Old 01-11-2018, 08:26 AM   #30
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OSB as roofing material is beyond belief. Guess cost's the reason.
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