New Trailer

Here's an update the saga and a closure for this blog... We ended up trading the trailer in on another brand new trailer - STARCRAFT 2010 Home Stead. Slightly bigger and more solid. STARCRAFT is owned by JAYCO so we know the trailer will be sound... We camped all summer, nearly every weekend and found a great spot up the Poudre Canyon.  Big open meadow with the Larimie river running by.

Hopefully, next year we'll be camping just the same. If you ever need a trailer, 5th Wheel or Motorhome, go and see Bobbie at TransWest in Frederick, CO. She was great to work with.

Continued Frustrations

Went to pickup the trailer last evening. Frustration continues with the issues of the kitchen sink plumbing and the slide. Began the run through with Jimmy the technician. We began with the update of the plumbing on the kitchen sink. He replaced the sink altogether. Upon looking the work, we both noticed the buckling of drain. So this was the third time the plumbing had failed to work. The block under the cabinet pulled out of the cabinet underneath AGAIN! So far there has not been a fix for this continued problem. It's amazing that Keystone has not offered a fix for this. While he was working on the plumbing, I looked in another 245RB on the lot to see how that sink was installed. This was a 2011, Passport. The plumbing appeared solid and had the same under cabinet installation set up. So why does our trailer have so many problems? The sink was more sturdy

The slide is a whole other issue. Jimmy modified the bracket by grinding it down to decrease the binding on the metal facia. He had me attempt to extend the slide and when I did, it didn't move! It bound up on the top bracket. This is still a major issue and will not be fixed even with new facia. I firmly believe that this will not fix the problem. Without the proper adjustment of the brackets, the issue will continue. I spoke with Jim Humble, GM of Windish and voiced my concerns about the frustration and that his technician's cannot get this slide fixed and told him the only solution would be for Keystone to replace the entire slide. He stated to me, he has never seen them do that. I retiterated that this trailer had to be fixed by Monday afternoon.

Unfortunately, I had to leave the trailer at the dealership over the weekend and therefore, could not begin cleaning it out and prepping it for the trade. I e-mailed Mr. Humble and requested that based on Windish's history and small town values, the right thing to do for us is to buy the trailer back for what we paid minus the cost of the hitch and we would walk away. I'll wait to hear from him.

Update #1

We've been in touch with Keystone via Email and have also sent them all the photos and video we have recorded on the issues at hand. One response we received early on was this: 

Thank you for contacting Keystone Customer Service. Keystone RV is

> committed to building a defect free product and I am sorry to read that

> you are experiencing problems with your 2010 Keystone Passport.

> Occasionally problems will present themselves on one of our units.

> Knowing the reality of this, Keystone provides each customer with a One

> Year Limited Warranty.

> Considering the above mentioned, Keystone stands ready to assist your

> dealer with the repairs or answering technical question's should the

> need arise. From your unit file history, it appears your unit repairs

> are being addressed.

> Thank you,

> Michelle Diaz

> Owner Relations

Normally, we could see a simple issue, but we have experienced 5 major issues within three months of ownership (1) Under the sink Plumbing, (2) Leaking Water tank, (3) Slide issues, (4) Scissor Jack malfunction, (5) Shower leaked due to lack of caulking. We just cannon understand that if these units are inspected prior to delivery, that these things are not adequately inspected. All of these issues has prevent us from utilizing the unit to it's fullest potential and means during the last month.

I finally e-mailed the dealer Windish RV along with including the GM in the email and expressed our deep dissatisfaction with their customer service. We did not feel that they were being proactive in communicating with Keystone and asusring that the parts were shipped in a timely manner. Generally, it usually takes two weeks to get parts. I was told by the Service Manager and Tech that one part sent from Keystone was the wrong one. This was the metal channel flange for the slide. Vince at Keystone assured us this morning that the dealer should have all the parts by Friday AM as the last part was shipped on 7/7/2010.

I went to the dealer yesterday and verified which parts had been shipped. I dropped off the trailer yesterday to have them begin the work on it. They are aware that we have a contract on a new trailer as a trade and need the trailer by Friday afternoon. Windish promised they would have the work done Friday afternoon for me to pick up. We'll clean it out and I'll make sure it is spotless as I take pride in keeping my vehicles cleaned.

We have deal in progress for a new 2010 Starcraft Homestead 245RK TT. Slightly bigger unit (height and weight wise), but will be better than having to deal with continued warranty issues.

New Trailer - Many Frustrations

In March 2010, we purchased our second travel trailer. For the previous 9 years, we tent camped and decided to upgrade to a better "living"situtation. After 2 months of searching and internet research, looking at all makes and models, we decided on the Keystone Passport Ultralite. We settled on the 245RB which had a lot of the feature we were looking for in travel trailer. We ended up purchasing from a local dealer in Colorado after looking at all the other brands Keystone made, Bullet, Cougar, Larado, Springdale, etc... We had a great understanding and most of the time, knew more than the sales reps from the dealerships. For those of you who are looking. THOR industries owns several manufacturers of travel trailers including Airstream, Keystone, Cross Roads, KOMFORT, Dutchman and Breckenridge to name a few.

We picked up our new trailer and had a walk through. A lot of the information was the same and some new. The tech walked me through extending and retracting the slide. A lot of popping was heard and I was told it was normal as it was new and would eventually go away. Everything else went fine.

Over Easter, we traveled and pulled the trailer to Central Kansas to see our youngest daughter at college. No major issues. Filled the water tank. Bad idea for pulling long hauls (Wait until you get there). Let the water out to make the load a little lighter, which was fine. First time out, no issue noted.

Memorial day weekend, camped at local forest service campground near Allenspark, CO. Was a little cold, used the heater, drained the battery and decided it was time for dual batteries and the search for a good small generator as well. First major issue when we used the shower. Water leaked all around the bottom of the walls and caulking was not tight. Not bad, but not good for a NEW trailer either. Second issue was also noted under the sink and the plumbing was all "jacked" up.

Now if this looks like a quality product you want to sell, then you better be looking somewhere else. This is what we found when we looked at the plumbing under the sink. The vent was all jacked up and this is the reason why. Yes, it has been fixed once, which then created a bulge in the left side sink. Yes, this how the manufacture installed this. That small piece of 2x4 has a C-clamp to secure the plumbing. The black plumbing is tied into a flexible hose that moves when the slide is extended and retracted.

We took the trailer in for warranty work after Memorial Day. Had it back within the week. However, I had to hound the service manager to get this done. Low and behold, it will be going back again for a second time to fix this same issue.

Third time out, we ended up coming home. One campground was full and the other was so narrow and tight, it wasn't worth the effort to back into small spaces. Had the water tank filled for that trip as well and ended up draining it on the way home.

The weekend of June 12,13, we headed for the Snowy Range of Wyoming. Yes, the weekend was full of some rain and cooler weather.  This when and where we found this......

The fresh water tank had a leak. A brand new trailer, only out on it's third real camping trip and we found the floor and all our rugs completely saturated with water. Upon searching for the source, we decided it was the water tank. The photo on the left is in the water pump space and you can see fresh water stains coming up the wood. The photo on the right is under the bed and includes the bed frame. There appears to be both old stains and fresh water from this trip. Which means this was not the first time the tank leaked, but the first time we noticed it. Needless to say, the photos were taken for proof and evidence. Luckily, we also carried three of our water cans (6 gal. each) and drained the water into these for the weekend. It was then and there, we decided this was not a well built product and Keystone and or the dealer was going to be having to make us happy. As a consumer, I was livid.

This was Saturday morning when we woke up. We decided to leave and head home, unload the trailer and take it to the dealership, who was open on Saturday. We drove home in a downpour all the way. Trailer handled well on the wet roads. However, when we got home, this is what we found.

The bottom of the couch/cover and floor along with the wood you see in the top right corner were literally saturated with water, we rung out a good 2 cups worth. We waited to show the sales manager a the dealership. Luckily, it all has dried, but still worried about the possibility of mold, fungus, and more water.

The sales manager immediately pulled the trailer into the bay and out of the rain. He was concerned as well and began to write up the service order.

It wasn't until three days later, we heard anything from the dealership that was significant. My wife had stopped in, because she wanted to find out what was going on. There was some hesitation on the service manager's part and no one appeared to be open and honest about what had been found. There was a lot of hemming and hawing going on. Needless to say, I stopped in the following day to find the answers. I was told about the water tank leak and shown the photo that was taken and submitted to Keystone for the warranty work. So where's the water tank. I know they have to re-build the bed frame and I was told all the parts were on order. Another tech also showed me where the water had been coming in the trailer, on another trailer in the showroom. I never did see our trailer there.  We were told that it could be up to 2 weeks before the parts come in, but that we could use the trailer and would just have to dry camp. I was told it would be at least the end of the month (June) before it was done.

Well another week went by and I made arrangements to pick up the trailer as the "parts" were not in yet. I don't know how long it takes to get a water tank in or why the dealership doesn't have any instock... They do work on these frequently; Don't They?  The last weekend of the month, we went back to the Snowy's and made the best of it.

The Fourth of July is right around the corner and we have plans to camp again. We had a great weekend this weekend and still find things that make us go, UH? The following photos are of the slide issues we continually have as well. We will be persistent and if need be, demand a new slide be installed... Oh, that might take another month or even two...

As you can see from the photos. The slide has created a massive breach in the siding on the trailer. This is where the water was entering during our first trip home from the Snowy's in Wyoming. We still are not sure where the black marks are coming from. The cable doesn't touch the wall of the slide at all. The cable actually penetrates the rubber seal.

More to come. We have actually started lookin at another Make and Brand altogther today, July 5th.

Please comment on any issue you may have had with your trailer and I would love to share stories.