I am going to cross post this on a couple different sites and please do share this information with anyone that you know who owns a keystone product. Also there would be some value to consider whom you are going to purchase from if you are in the process of buying a RV / Toyhauler.
In a nutshell I purchased a Keystone Raptor 3712TS in October from Beaudry RV. After our first trip to the Beaudry RV park in Tucson we had gone through 4 tires. I was first accused on hitting curbs, locking up trailer brakes, etc. But finally they replace the tires. This was after they had my trailer held captive for 7 weeks with little to no work being completed. Now lets fast forward to September. I now had 5 tires that were showing significant wear with less than 1500 miles on these tires so I scheduled my RV to go back to Beaudry RV for "Warranty" work. On the day before my appointment I went to the storage facility and picked up my trailer. On the way home my trailer brakes locked up when the turn signal was turned on. Upon further investigation I found that the charge line from the truck into the trailer wiring harness had shorted out and had melted the wiring harness. The short occurred near the batteries on the toyhauler. So this was another items that was added to the fix it list for the warranty idiots at Beaudry. So I take my trailer in on September 4 and I leave a list of repairs. I then proceeded to contact Beaudry on a weekly basis to check the status of my trailer as we had plans on going to dunes for Halloween. So now lets fast forward from 9/4 to 10/10. I am called and told that my trailer is ready for pick up. I go down to the dealership and am told that nothing is wrong with the axles and that they only measured the mounting tabs and all was square. I asked about the wiring repair and was told it was done as well. So backed my truck up to pull away and well no trailer lights. The idiots, I mean technicians, didn't even touch my trailer.in fact in the 7 weeks they had my trailer they did nothing. I picked my trailer up and went straight to spec track for alignment. Bill there is great and very thorough. My axles were grossly misaligned. So now onto the information below. Please share it with anyone you know that owns a keystone product. It sounds like no attention is paid to the axles / wheels as the product leaves their factory.
A couple questions. First has anyone else had a similar experience? Second, Are there any attorneys that deal with product liability / defect issues on RV's?
Mr. Cole Davis, President and CEO Keystone RV,
It is unfortunate that I have to share the letters below with you but I feel that you as the leader of your organization need to know and understand some of the frustrations that buyers of your products are having. I find it particularly disturbing that after paying nearly $70k for my RV that I now find out that when it left the factory that the tires aren't balanced or aligned.
Please see the comments from Ms. Denise Roach in the letters below. How can a manufacturer of a product not assure that the product will perform appropriately
before letting it leave the factory? This baffles me and I am curious how many other owners have been given the same information that I have recently been given.
Customer service and superior products are what keep people coming back in the future. I would hope that you would look at my information below and share it
with others in your organization as a lesson of what QA / QC on a product is not. When the RV leaves your factory it shouldn't "almost" be ready for the
road.
Should you like to discuss further please feel free to contact me at
.
David
Subject: Re: 800622 — Please See attached documentation
Date: Mon, 12 Nov 18:45: 15 -0500
From: "David J"
To: [email protected]
cc:
This is very reassuring to know that Keystone does not care if the axles are properly set up on trailers as they leave the manufacture. I am going to take the information you have shared with me and share it with my peers as it relates to the quality of construction with my keystone product. I am also going to do further research on product liability as it relates to RV's. Knowingly selling a product that can have a defect, ie axles not properly aligned, is malicious and negligent. With the premature wear I was getting on my tires on my coach how would a response below sound in court should an accident have happened. I truly find this statement hard to believe. "When the units leave Keystone they are not aligned or tires balanced.". To me this type of
disclaimer should be provided to the buyer.
The measurements that were taken on my coach have nothing to do with the camber / toe of the axles. They purely mounted the axles that were defective.
Thank you for your time and I am going to be in touch with keystone further in
regards to this matter
David
Sent from my wireless blackberry device
Original Message
From: Denise Roach
To:
Sent: Mon Nov 12 15:45: 16 2007
Subject: FW: 800622 — Please See attached documentation
Mr.
As you can see in the previous email, which was the wrong email address, Keystone does not warranty/reimburse for wheel alignments or tire balance. I got with the warranty manager and supervisor and they agreed, as stated in the Keystone Owner's Manual, wheel alignments and tire balance are not warranty and not covered by Keystone RV.
Thank you,
Denise
Customer Relations Specialist
Keystone RV
Original Message
From: Denise Roach
Sent: Wednesday, October 31 9:01 AM
To:
Subject: FW: 800622 — Please See attached documentation
Importance: High
Dear Mr.
Since receiving your email I have had time to review your file and discuss your input with the warranty team. Keystone's warranty team was in contact with your dealership, Beaudry RV, and they sent in the measurement sheets that are required when an "axle issue" is presented to them. The service advisor and Robert from Beaudry reviewed the measurements and all the measurements were within specs per the axle manufacturer. Being that the axle is fine the next issue would be a wheel alignment. Per the Keystone Owner's Manual, wheel alignments or tire balance are not covered under warranty. It is the responsibility of the owner to have the wheels aligned or balanced. When the units leave Keystone they are not aligned or tires balanced. Your documentation, input as well as this response has been added to your permanent file.
Sincerely,
Denise
Customer Relations Specialist
Keystone RV
Original Message
From: ]
Sent: Tuesday, October 30 11:54 AM
To: Denise Roach
Cc:
Subject: FW: 800622 — Please See attached documentation
Importance: High
Denise,
Please see the attached documentation of axle repairs / alignment that were completed recently on my Raptor 3712TS. Axles were the primary reason that I took my toyhauler into Beaudry RV for warranty work in December and then again in September. During the recent repairs I was assured by my service advisor that the coach would be taken to spectrac for axle evaluation. Spectrac is a service center that specializes in trailer axles and they are the best equipped facility in Phoenix area to handle this type of evaluation. The end result was that my trailer never left Beaudry RV and all that was done was axle hangers were measured. This clearly did not get to the root of the problem for premature tire wear. I think you will see in reading the attached documents that my axles were clearly not aligned properly and the axle where the most significant tire wear occurred was grossly aligned (axle #3). I am curious why this would not be considered a warranty repair on my trailer? It is very disappointing that after spending nearly $70K on a coach that I cannot have any confidence in the construction and operation. I have been concerned with the tire wear on this coach since it has gone through 8 tires in less than 1 year. It is my opinion that Keystone Raptor has an obligation to provide me reimbursement for my out of pocket expenses as it relates to my axle repairs ($622.58). I have provided adequate documentation that clearly shows a problem and I would like to hear from you and your company how you are going to proceed in reimbursing me for this expense. If this is not a "warranty" type issue I would like some documentation that provides accepted tolerances on axle alignment. Specifically what are the QA / QC specs for camber and toe on each of the axles prior to the coach leaving your factory. I have also attached a copy of the receipt for balancing of tires that were replaced by Carlisle. The tires were mounted by Beaudry, or one of their suppliers, however they did not balance the tires. The cost for this was $60.08
Total reimbursement that I am requesting is $682.66.
You can submit the payment directly to me at the following address
David
Peoria,
Also I want to let you know of the total repairs that have been done to my trailer during the recent warranty visit to Beaudry RV. When I dropped the trailer off on September 4 I left this a list of items that needed repaired. Specifically my fuel station is leaking. This item was not repaired. The pop up countertop (long one in kitchen is warped) This was "fixed" with a backer rod but has been an ongoing issue since the pre delivery inspection.in order to make this repair proper a new countertop needs to be installed. The trailer wiring harness shorted and fried. This repair was not completed in the time it was sitting at the dealership and it wasn't until I went to pick up my coach that they did the repair. I don't know what costs they have submitted to you for warranty work but you need to be aware that they did not complete much of the work. Keystone should not have to pay for any work to Beaudry RV that they claim they did on my trailer. Beaudry RV is one of the worst consumer product dealers that I have ever dealt with in my life. I would never send anyone to this dealership to purchase a trailer. I think they do a poor job in representing your company, Keystone, and I hope at some point they realize that customer service and support is what keeps people coming back.
If you have any questions or would like to discuss my request further please feel free to contact me at 623-.
Thank you,
David
Original Message
From:
Sent: Tuesday, October 30 8:28 AM
To:
Subject: Fw: 800622
Sent via BlackBerry by AT&T
Original Message
From: "Denise Roach"
Date: Fri, 12 Oct 07:36: 45
To:
Subject: FW: 800622
Mr.
The next closest dealership besides Beaudry is Orangewood in Surprise, #623-974-3000. I know at this time of year the dealerships are very busy with getting units ready for storage or last of the year trips. I know that Beaudry's is busy but they will get the measurement sheets in. Should you change dealership now they will have to start over again with authorizations, measurement sheet etc... I am having the warranty manager getting with them again to get the sheets in. I am sorry it is taking so long. For being in the recreational vehicle business, sometimes its not very recreational. Again I am so very sorry.
Sincerely,
Denise
Customer Relations Specialist
Keystone RV
Original Message
From:
Sent: Thursday, October 11 12:20 PM
To: Denise Roach
Subject: Re: 800622
Thank you Denise. Can you tell me are there any other dealers in AZ where I can get warranty service?
Sent via BlackBerry by AT&T
Original Message
From: "Denise Roach"
Date: Thu, 11 Oct 10:05: 13
To:
Subject: FW: 800622
Mr.
Our records show that our warranty manager on the 9th sent a reminder to the dealership to send the measurement sheets, on the 10th the dealership sent back that they would send to our fax number as soon as possible. That was the last correspondence with the dealership, yesterday.
Thank you,
Denise
Customer Relations Specialist
Keystone RV
Original Message
From:
Sent: Wednesday, October 10 6:35 PM
To: Jose Mendibles; Denise Roach
Cc:
Subject: Fw: 800622
See the email below. I would like to know when the paperwork was submitted. The note says there would be a response within 48 hours. It was my understanding that this was done last week. Is someone not giving me the correct information?
Being told that my trailer would be completed today and leaving after spending better than half a day getting to your location is not acceptible. This has to be resolved immediately.
Sent via BlackBerry by AT&T
Original Message
From: "Denise Roach"
Date: Tue, 2 Oct 09:30: 28
To:
Subject: FW: 800622
Dear Mr. Thank you for taking the time to email Keystone RV. Since receiving your email I have reviewed your file and the dealership and Keystone are working on getting all the information regarding your axles and spring hangers to submit to the axle manufacturer to review. Per our warranty advisor once the measurement sheet from the dealership is submitted to Keystone it will be 48 hours or less before we get input from the axle manufacturer. It is not a matter of "pointing fingers", their input is essential for determining if something is out of specs and what the repair would be if so. I would suggest staying in touch with your dealership to get the measurement sheet in and for them to follow up with Keystone regarding input from the axle manufacturer. We realize that time is of the essence and we all need to work together to get the job done. Thank you again for your time, input and patience
Sincerely,
Denise
Customer Relations Specialist
Keystone RV
Original Message
From: Trisha Mascarenas
Sent: Monday, October 01 8:18 AM
To: Denise Roach
Subject: FW: 800622
Trish Mascarenas
Customer Relations
Administrative Assistant
Keystone RV Company
Original Message
From:
Sent: Sunday, September 30 2:20 PM
To: CS Service/Parts/Warranty
Subject: 800622
Host: ip72-222-139-222. Ph. Ph. Cox.net
&
email:
realname: David
Address:
City: Peoria
State: AZ
ZipCode: 8
PhoneNumber: 62
division: RP
SerialNumber: 4ydf371247r800622
VINNumber: 4ydf371247r800622
Comments: I am writing this note to you customer service dept out of frustration and disappointment in the manner in which my recent warranty work is being handled by Beaudry RV in Chandler Arizona. I purchased my 2007 Raptor 3712 Last October and have had the trailer in on two other occasions for concerns over the axles / tires. After our first trip (approximately 300 miles) on the toyhauler I went through 4 tires and I took the unit into the dealer for this concern and after endless arguments and ~ 6 weeks of my trailer being at the service department they replaced the 4 damaged / worn tires and said there were no axle issues. This still didn't explain why the tires are wearing so rapidly. So now to the recent trip for the same issue I dropped my trailer off 1 month ago for tire / axle issues among other things that needed to be repaired (trailer wiring harness shorted and burned, warped counter top, fuel station leak, etc) This time they sent my trailer to "spe c track" for axle evaluation and they have found that there are problems with the axles. But the story I am getting from the dealer is that Keystone and the Axle supplier are pointing fingers at each other trying to determine who is responsible for the repairs. Here is my dilemma. I have brought this issue to the attention of the dealer back in December... And they chose not to look at repairing the axles or even evaluating them for problems. What is it going to take to get this problem resolved? I need my trailer, in running condition, by October 15. I don't think expecting to have my trailer back 6 weeks after dropping it at the dealer should be expecting to much? Who at Keystone can I speak to in order to get this resolved? Fix my trailer then work out the warranty issues within your company. Please have someone call me ASAP at 623-
Thank you,
David
B1: Submit Request
&
09/30,02:19 PM
http://keyperformance-raptor.com/? Page=service
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