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Review 9/6/2011
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Stay FAR, FAR, FAR AWAY from Barber R.V.!!!
In October of 2010 we decided to buy a 2010 Keystone Outback 230RS toy hauler trailer... I did my home work, got a quote from Holman RV of Ohio on a 2011 that was amazingly low, (inexpensive), even with transportation costs to CA included, in comparison to what my "local" Barber RV dealer in Ventura, CA, was advertising on a 2010 "new" unit. I decided to take the 1.5 hour drive down to Barber R.V. to see this 230RS in person BEFORE ordering it from Holman RV. Gave the Holman RV quote to Barber RV sales rep Sandy, who gave it to sales manager Steve, while we looked at the brand new 2010 230RS on their lot. After a bit of discussion, (told them we were buying from Holman UNLESS they would match their price), we paid $800.00 more for a year older "new" unit, to buy "local" and keep the business in state, and have a "local" warranty... (My mistake!!!) Fast forward a couple 4 months,,, I notice a decal is peeling off the toy hauler door on our trailer. A NEW Keystone Dealer had just opened for business 2 miles from my House in Pismo Beach, CA so I took the trailer there for minor warranty work, and to fix that peeling decal. Low and behold, the Repair manager (super nice guy, Cliff, at Sky River RV, Pismo Beach), tells me he has some "Bad" news about that peeling decal... "That decal is covering a hole that was repaired in the Toy hauler door. It is common to do, to hide a damaged, and repaired spot in the fiberglass as color matching the surrounding fiberglass to the repair spot is very problematic". Cliff went on to say: "There is ALSO another hole, and repair, covered by another non-stock decal on the entrance door. Seeing both those decal's, and repairs are non-stock to the trailer, they are not covered by any warranty". A TOTAL SHOCK to me as the non stock decals were some what close in color to the rest, but when you look at them in that light, they are definitely different to the rest of the trailer! Good thing Sandy, our sales person at Barber RV took our picture on delivery day, standing right in front of both of those non-stock decals and repairs, in plain view, and later sent us that picture on a calendar... It PROVED, beyond ANY doubt, that they were there when we bought the "new" trailer as that was the first thing Barber RV tried to pull over on us, that WE had damaged and repaired it, and WE were lying...
After fighting with Barber RV, threats of a law suit, and a registered letter that was refused by Barber RV, Keystone's customer service, Robyne hakes came in to our rescue!!! She and Keystone agreed to replace both the toy hauler door, and the entrance door, with brand new ones, with stock decals, at no cost to me, to put the "new" trailer back into the "new" condition it was said to be sold to me as!!! The doors are actually being installed TODAY, as I write this, as it took a LONG TIME to make and ship the doors to Pismo Beach, and to get time for Cliff at Sky River R.V in Pismo Beach to install them,, as I REFUSED to allow Barber RV to touch my trailer, EVER again! THROUGH the process, I learned that someone had jumped the fence at Barber RV, vandalized many trailers, broke into a few, stole TV's out a few of them, etc. etc. Sandy, our sales person at Barber RV even told us of that when we first looked at the 2010 230RS but when we asked her, and Steve, the sales manager, individually, point blank if the trailer we were buying had been involved with this "vandalism and theft" they both answered "oh, no, not at all"!!! I have talked with Sandy since then, (she is a nice person, just not honest), and she admitted to knowing of the damaged toy hauler door, she also said, "but I did not know of the entrance door damage". Either way, ANY damage, or repairs should have been disclosed prior the sale, and it would have made a huge difference on what I would have paid for that "damaged" trailer, as it would greatly effect its resale value!!! Even our TV was a "non stock" TV as I found this out after it broke, and asked Robyn Hakes at Keystone to replace it under the year warranty. I had the "Skyworth 22" LCD TV / DVD combo" that lasted 1 month beyond the 90 day TV warranty. Again, Robyn and Keystone very graciously agreed to pay for the price of a stock TV, as the Skyworth was NOT a Keystone product. I upgraded it to a Naxa 22" LCD DVD/TV combo with a Square Trade extended warranty for 4 years!
I hate to say it, but,,, there were "many" trailers broken into, and "vandalized" according to the words out of Sandy's and Steve's mouths... SO IF you bought a "new" trailer from Barber RV anytime after October 2010, you too might have a damaged and repaired "Brand New" trailer... We were fortunate enough that our damage was located on the doors, and both could be replaced, to bring the trailer back into a "new" condition, and not have to disclose to anyone on resale of any of these problems...
Keystone has been FANTASTIC to deal with!!! I am totally impressed with how they are standing behind their product, even when it was not their fault they have a dishonest dealer out there. It really says a lot about Keystone, as a company!!! I would assume Barber RV has had their hands slapped, hopefully hard, by Keystone. Personally, I think Keystone should pull their brand away from Barber RV! STAY AWAY from those guys!!! Honesty IS the BEST policy! Anything else, causes a mess like above, and very bad publicity, and hopefully, a loss of business for Barber RV. If your close enough to Barber RV, drive up to Sky River RV in Pismo Beach, or Paso Robles. I have not dealt with their sales department, but Cliff, their repair manager, is one fine guy and has done some great work for us! Sky River is not currently stocking the Outback line though...
All and all, I am VERY HAPPY with our Outback 230RS! I would buy it again, TODAY!!! (Well, not a damaged one from Barber RV).. Keystone REALLY stands behind their products!!! Thank YOU Keystone, and Robyne Hakes for turning this bad event, into a happy camper!
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