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Old 10-15-2010, 01:54 AM   #1
traveler
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Join Date: Aug 2010
Location: Johnson City, TN
Posts: 30
Passport rubber roof

In mid July, 2010 we purchased a new 2011 Passport 285RL from Crowder RV in Johnson City Tennessee (a large long standing Keystone Dealer).

October 1, 2010, during this week I got up on the roof for cleaning and
inspection.
I found a foreign object, nail or screw, was about to puncture
the membrane at the right front of the RV, see pics.


October 7, 2010, I took the pictures to Crowder RV to make arrangement for
a warranty repair before it punctured and started to leak.
When their service people saw the pics they said that needs
to be fixed, we'll call Keystone and see how they want to
proceed.


October 14, 2010, I received a call from Crowder RV, they said that Keystone
denied the claim and would not pay the estimated 2 hours
to make the repair, they did not offer to mitigate the
repair. The said I should call Keystone, somtime the
customer can get better results than the dealer.

October 14, 2010, I called Keystone and spoke with "Susan" (warranty), she
was aware of the claim and had seen the pics. she said
it had not yet punctured the membrane and may not,
so they would not do a premptive repair. She said I should
moniter the roof and re-contact when/if it punctures for
a re-assesment.
I asked "Susan" if I fix it myself will that void the
warranty? she said probably.

October 14, 2010, I called Dicor (EPDM manufacture) and spoke with their
technicale representative. He said the object can/may
puncture the membrane and voluteered to send me the
appropriate size patch to do the repair. I gratefully
accepted.
I asked if he could intervene with Keystone on my behalf
and he said they (Keystone) were too big of a client
and that would take someone above his pay grade.

I am now waiting for the object to puncture the membrane and the patch to arrive.
I have to wonder where the common sense and customer service has gone in this country.
Crowder RV, as the selling dealer could have stepped up to the plate and as a jester in good customer relations made the repair. With a labor rate of $100 per hour, the 2 hour repair represents less than 1% of the selling price of the RV.
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Old 10-15-2010, 04:44 AM   #2
Terrydactile
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So here's the deal now. If it does break through, and it will, Keystone won't cover any possible water damage because they will say you didn't properly maintain your roof. I suggest you keep a record of anyone you talked to about this. Names, dates, and what they said.
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Old 10-15-2010, 05:17 AM   #3
traveler
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Everything has been documented, computerized, hardcopy and photos.
In addition a copy of the post and pictures has been sent to Trailer Life's Action Line.
This is the most rediculous example of poor customer relations by both the manufacturer and the selling dealer.
Just how many times and how frequently does Keystone expect me to get on the roof to "monitor" for the puncture so as not to fall into the catagory of "failure to maintain the roof".
I point out what can become a very serious water damage issue (within 90 days) and they say, call us back when it leaks and we'll see then.
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Old 10-15-2010, 01:03 PM   #4
Terrydactile
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They would rather wait out the warranty period than fix it now, its a shame. Since it looks like you store it under a shed, why don't you make it "wear through" a little quicker, if you know what I mean, then have it fixed under warranty. That way you can call them on their own little waiting game.
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Old 10-15-2010, 01:50 PM   #5
Festus2
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Another option to consider would be to apply either a Dicor patch or a layer of Dicor self-leveling sealant over the screw/nail/whatever before it breaks through the EPDM membrane. You can get both the Dicor patch (in a roll) or the sealant from most RV suppliers as well as CW. You also mentioned that you are being sent a patch.
I think that whoever might make good - either Keystone or the dealer - they will simply patch it anyway rather than replace the entire roof. If you think you can take care of this issue yourself before a hole appears - even though by doing so might void your warranty with Keystone - it might be easier in the long term to do so. Something to think about.
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Old 10-15-2010, 03:54 PM   #6
Ruffus
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Trailer Life or Good Sams

Getting Trailer Life or Good Sams involved is the smartest thing you can do. The BBB doesn't always work but the amount of us that either belong to Good Sams or read Trailer Life are in the hundred thousands. Keep us posted.
Jim
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Old 11-11-2010, 02:39 PM   #7
lyssy
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I have a 2011 copper canyon 292 and mine did this same thing but mine actually went all the way through. I took mine to the dealer to fix and they said keystone told them to put a patch on it and then over the patch to put a plumbing vent cover over it. I don't think this is right and have had a couple of conversations with keystone about it but they are trying to stand their ground on it. What's ya'lls opinion?
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Old 11-12-2010, 02:32 AM   #8
traveler
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When I spoke with the Tech at Dicor his instructions were to slit the roof open and cut off the offending object.

Once the cause of the problem is removed a patch (made by Dicor) can be put in place ( they have specific instructions and materials to do this).

Dicor does not guarantee their patches like they do the roof material but I see no reason a patch won't last for years (if properly applied).

It sounds like Keystone is advicationg covering the problem with a second layer
of material and then hiding the problem with a plumbing cap.
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Old 11-16-2010, 11:39 AM   #9
lyssy
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ya and so I'm now wondering if they screwed down the vent cap which would now give me a total of 3 or 4 holes in my roof. The way I see it is if I wanted a patch on my roof then I would've bought a used trailer. I don't think my complaining with the manufacture is over yet.
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