Factory Floor Replacement mess

[kfp673]

Hello All.

I have a rant about Keystone and just wanted to post for the sake of sharing stories. After having our dealer review a strange and growing soft spot on our floor, we sent Outback travel trailer back to their factory in December to replace the floor. Very long story short, it is a 2018 that developed unexplainable soft spots but passed the dealers pressurized leak test twice. Dealer contacted Keystone and they immediately agreed to repair but needed to take it back to the factory to do so and would giving it an entire floor replacement.

Fast forward to about 3-4 weeks ago, I was on this forum prepared to post about how positive an experience it had been but decided to wait. Throughout the 2 month process I dealt primarily with 2 ladies. One handled planning and transportation details and the other was a service writer. Both of these ladies from Keystone were fantastic. Very prompt with replies to my questions, dates were very accurate, and even were able to get my repair completed a month earlier than the original date.

Fast forward this past week... Trailer got delivered back to our dealer. The dealer did a quick review and noticed a couple minor issues. A decal had been damaged and some lose molding. They repaired and called saying it was ready. Well.. that is where the good news ends for this story. When I got to the dealer the service writer I work with said I should take my time, open up the trailer, and go over it as best I can so that anything damaged or problems found can be noted and covered by Keystone. Keeping in mind that the entire shell, all plumbing, electrical, etc had to be removed to replace the floor, I expected to find a few things. After my wife and I did a 30 minute inspection, the only thing I can say they did well was replace the floor. The floor itself is solid and installed very nicely. EVERYTHING else is a disaster. If you told me they grabbed a high school kid with no experience and had him put the trailer back together I would 100% believe you. Just in that 30 minute inspection I made a list of 35 items. Granted, some are small like torn seal on storage compartment door. Easy fix. But others like installing the shower controls upside down, installing the kitchen sink faucet backwards, unaligned slide outs, Outdoor kitchen fridge not secured, drawers damaged, almost every seal damaged, and I could create a whole post just on the silicone & roof sealing job they did. The entire shower is pulled away from the wall leaving this awful looking silicone bead on the wall. They must have needed to remove the front shell. The seal they did across the main roof seam putting it back together literally looks like if I told my 4yr son "Here's a 5 gallon bucket of play-doh, smash it with your fingers over this entire seam".

I could go on and on and don't want to bore you with all the details. Needless to say, we are pissed and did not take the trailer home. After completing my inspection and taking 57 pictures we spent the next 30 minutes reviewing with our dealer service writer and manager. I am a bit disappointed in them as well for not giving it a better check and knowing what to look for, but whatever.. this is really a Keystone problem. They took what was a well cared for and very clean 2 yr trailer and destroyed it. Dealer recommended we get Keystone involved so I created a document with details and pictures and sent it to them last night. We will call as well on Monday . I am pretty sure they will warranty authorize fix for all of this, but I'm not sure how much of it can be repaired. How do you fix the fact that someone literally smeared insane amount of silicone all over slide mounting and slide topper mounting brackets?? I'm not convinced it will ever be back to how it was when we sent it in let alone new.We have a trip planned starting on 3/28 and a few smaller ones in April, so we are now against a wall all while making a monthly payment!!

Anyway, sorry for the long post but figured I would share.