Should I buy a Keystone Bullet Travel Trailer Camper from Gander Mountain RV?


Recent Video Personal Summary of the Situation with Gander Mountain RV and Keystone RV by David Pasqualone

Gander Mountain RV Purchase of a Keystone Bullet Summary
for the time period of December 16, 2020 thru June 15th, 2021


 

The Pros and Cons: Our Experience so far with Gander Mountain RV of Gulf Breeze, FL and Keystone RV

(Order chronological by sales cycle)


Gander Mountain RV Gulf Breeze, FL:

Website: 5-Stars, easy to navigate

Appointment Setting Team: 4-stars, friendly, but over communicated

Sales Rep: 5-Stars+, Derrick Churchward was PHENOMENAL from the moment we first met him to today. Listens, solves problems, and goes above and beyond to take care of his clients and make sure the buying process is easy and enjoyable. Derrick even went as far as to personally work on our new travel trailer to prep it for pick up so it was on time and not only ready to go, but shinning! 🙂

Sales Team: 5-Stars+, When Derrick was off, Darin stepped up and spent time with us answering all of our questions. Never rushed us or seemed annoyed he was helping someone else’s customer. Fantastic guy! Also, the day our unit was supposed to be delivered the driver got ill and couldn’t work. So Derrick and Darin spoke, Darin stepped up and personally delivered our unit 30 minutes away. Wow!

Sales Manager: 5-Stars, never had to personally meet with him. Worked the deal directly through Derrick and came to terms easily. Was afraid buying our first Travel Trailer would be like buying a vehicle (painful), but it wasn’t! Thanks to Derrick and the awesome sales manager the process was easy, quick, fast, and we got a great deal.

Walk-through Technician: 5-Stars, Dan Marovitch was amazing. He walked me through every aspect of the Trailer inside and out. Was was kind, respectful, patient, and very knowledgeable. He even went as far as letting me record him teaching us certain aspects of how to use the travel trailer. It was fantastic as super helpful!

Financing: 4-Stars, Super nice lady and took good care of us. Matched our credit Union financing rates and plan, made the actual process simple and fast. Only problem was a breakdown in communication internally with her team so the day we went to sign, the process was delayed 4 hours. Other than that everything was great, but a 4 hour wait really changed my plans for the day./

Store Staff: 5-Stars, Super knowledgeable and friendly. Helped me get what we needed to hit the open road and enjoy our new travel trailer. Can’t remember their names, but a nice lady and man. Thank you both!

Phone Support Hotline: 5-Stars, had to call twice for support in the first two days. Incredible speed and service even though both calls were late night and after hours. Made me feel more confident for when we hit the road.

Local Service For Warranty: 1-Star, Hopefully I can change this part of the review soon, but when we called to follow-up on the service we needed from the phone tech support (warranty issues), the local service center was hard to get ahold of, seemed indifferent on the phone, was not helpful, stuck to a bureaucratic process that made zero sense and did not solve our problems, and made no initiative to help us. Really disappointed and frustrated in this part of the experience and it does not make me feel warm and fuzzy about repairs needed and the future. Just glad I did not buy the extended warranty; it would have upset me more to spend money on terrible service. Again though, I’m hoping they were just understaffed and my next call and visit on April 12, 2021, is a completely different experience.

***** UPDATE AS OF 6/15/2021 ***** 

So as of today, everything pre-sale with Gander RV Gulf Breeze was fantastic. The post-sale warranty and service has been horrendous. Since that is what counts though for the next several years, I would not recommend buying from Gander Mountain RV / Camping World or a Keystone Bullet.

After our visit to service the unit got worse. To the point it was uninhabitable. No running water without leaking everywhere (inside and outside the camper), mold and mildew growth and smells, and nothing was resolved. Unit has been sitting at their shop with no clear date of return since April 12, 2021. Total disgrace.

Hopefully Gander Mountain RV / Camping World and Keystone RV work together, step up their game, and fully refund our purchase, or replace the unit with a brand new travel trailer in a timely and efficient manner like we contractually agreed upon. Not because it is what I want, but because it is the right thing to do. We have lost time, money, and energy on this deal through no fault of our own. This is 100% manufacturer defect and sub-standard dealer service.

So if you’re asking yourself, “Should I buy a Keystone Bullet Travel Trailer from Gander Mountain RV / Camping World?”, hope this article on the Pros and Cons of Our Experience so far with Gander Mountain RV in Gulf Breeze, FL and Keystone RV helps you greatly. As of right now I would never buy from them again do to the lack of service, quality, and complete disregard for time and post-sale customer service. Two thumbs down; three if I had another hand.

Sincerely,
David Pasqualone
Host of the Remarkable People Podcast


 

Existing Issues Needing Service & Repair

PLEASE NOTE: There are actually more major issues needing to be fixed not listed below since we brought the unit in on April 12, 2021. After we brought the unit in to service, it came back WORSE. I’m totally disgusted with this situation, unit, and service and didn’t want to waste more time posting more videos and beating a dead horse (trailer). The unit now can’t hold water (leaks like a sieve when water is connected), the insulation is falling down underneath, the metal frame is rotting, wood molding, and zero forward progress has been made that I know of. I’m totally disgusted with Gander Mountain RV / Camping World of Gulf Breeze, FL and Keystone RV. 

Interior Issues

Mold Under Bench Seat
Issue Reported: April 11, 2021
Issue Resolved: not resolved to date

Noticed a smell under the left side bench seat (closet to bunk house) when we picked up the unit. Thought it was just stale air from sitting. After living in the trailer for 3 months, the smell has got stronger and stronger; to the point it makes me sneeze and feel sick. Opened the bench seat in February and saw mold on the wood. Treated it with mold spray 4 times and it still stinks.

Please Note: Window above unit sticks and is hard to shut. Maybe this has something to do with the leak and mold? I don’t know, just a heads up to help properly locate the source of the problem.

Need(s):

  • The leak source fixed
  • The wood replaced
  • The carpet replaced

Dinette Table Broken
Issue Reported: December 5, 2020
Issue Resolved: not resolved to date

Table was broken before purchase. Told it would be fixed. Took the unit home and it broke the first time we used it. Been literally held up by a 2’x8′ board since. Phone service rep said the whole unit needs to be replaced, not repaired.

Need(s):

  • To be completed replaced with a new unit

Bench Seat Broken
Issue Reported: April 12, 2021
Issue Resolved: not resolved to date

Was working at the table and leaned back and stretched. Bench seat (closest to sink) broke. The back actually separated from the bench. I tried repairing it but to no avail. Now I’m not in the best shape of my life, but I only weight 205lbs and I should be able to lean back.

Need(s):

  • To be repaired and reinforced

Kitchen Floor Vent
Issue Reported: April 12, 2021
Issue Resolved: not resolved to date

Floor vent is loose and undersized for hole made in floor. Needs to be a bigger vent size to keep unit from wobbling and bending when stepped on.

Need(s):

  • To be replaced with a larger unit that has more of a wider head

 

Kitchen Backsplash
Issue Reported: December 5, 2020
Issue Resolved: not resolved to date

Brick-like kitchen backsplash needs to be trimmed and reglued. Bowing since before purchase

Need(s):

  • To be repaired
Front Door Trim
Issue Reported: December 5, 2020
Issue Resolved: not resolved to date

Trim is booming badly. Needs to be replaced and cut to the correct legnth, not just tacked down again. Looks terible already with all the holes in it.

Need(s):

  • To be replaced

Television Remote Missing
Issue Reported: December 5, 2020
Issue Resolved: not resolved to date

Television Remote never came with unit.

Need(s):

  • A Television Unit Remote Control
Black Fuse Box
Issue Reported: April 12, 2021
Issue Resolved: not resolved to date

Sometimes the unit just runs and makes noise. Why?

Need(s):

  • To be inspected and repaired as needed

 

Bathroom Ceiling Vent
Issue Reported: April 11, 2021
Issue Resolved: not resolved to date

Unit was received with the bathroom vent hanging out of the ceiling loose.

Need(s):

  • To be repaired
Bathroom Shower Head Holder
Issue Reported: April 11, 2021
Issue Resolved: not resolved to date

Unit was received with the shower head holder hanging out of wall. I’ve screwed it in twice now, but it keeps coming out.

Need(s):

  • To be repaired
Bathroom Sink Leak
Issue Reported: April 11, 2021
Issue Resolved: not resolved to date

Unit was received with a leak under the bathroom sink. Both sides were leaking, but especially the cold water side. I finally tightened it enough to stop the leak (after many rolls of toilet paper and tissue boxes were ruined), but it should not have to be so tight and repeatedly tightened to keep from leaking.

Also, I’m concerned the 2 month long leak may have led to wood rot and mold in the floor and wall.

Need(s):

  • To be inspected and repaired
Refrigerator Door Handle
Issue Reported: December 5, 2020
Issue Resolved: not resolved to date

Main refridgerator door was broken before delivery and reported. Plastic tab broken off and handle loose. Service rep on phone said the plastic piece on left where the tab is broken off and the main door handle handle need to be completely replaced.

Need(s):

  • To be replaced

Electronic Holding Tank Panel
Issue Reported: April 12, 2021
Issue Resolved: not resolved to date

Unit or Sensors for the black and grey tanks are malfunctioning. The levels literally change at times (higher or lower) within the same day, even without use. I can empty the tanks completely and flush them thourgoughly and the black tank for instance stills reads 2/3 full. Drives me crazy.

Need(s):

  • To be inspected and replaced
Entertainment A/V Center
Issue Reported: April 12, 2021
Issue Resolved: not resolved to date

Makes an annoying buzz when on. Is this normal?

Also, if I turn the light on the stove while listening to the radio, the radio get worse reception; very weird.

Need(s):

  • To be inspected and replaced if needed
Bedroom Closet Panel
Issue Reported: December 19, 2020
Issue Resolved: not resolved to date

When I went to make the bed the first time after receiving the travel trailer, I noticed a big tear in the wood siding between the closet and the bed on the left side. We all missed it in the inspection because it is below the site line when the mattress is in place.

Need(s):

  • Wood panel replaced

Climate Control Unit
Issue Reported: April 12, 2021
Issue Resolved: nApril 12, 2021 ?

Multiple times the AC and Heat have turned on at the same time. Very strange and inconsistent.

Need(s):

  • To have cause diagnosied and repaired

Reported Solution:

  • Supposedly this is becasue the fan was in the auto position. Not ever disclosed in the pre-delivery walk through, but supposedly the fix. We don’t know though because the unit is still in service for over two months with no distinct date of return!

Exterior Issues

Fresh Water Tank Leak
Issue Reported: April 11, 2021
Issue Resolved: not resolved to date

When you fill the fresh water tank, water pours out under the camper at the front, AND rear.

Need(s):

  • The leak source(s) fixed
  • The flooring under the trailer cleaned, dryed, and insulation replaced

 

Video of Front Leak(s):

Video of Rear Leak(s):

Water Heater Panel / Unit
Issue Reported: December 5, 2020
Issue Resolved: not resolved to date

Unit panel is warped, rusted, and looks like crap. Parts inside were falling apart before we purchased the camper and were supposed to be replaced. Unit leaks at times and makes me feel like this will be an issue in the future. We would like it replaced (leaking parts, rusted parts, and warped cover).

Need(s):

  • To have leaking parts replaced
  • To have rusted parts replaced
  • To have warped cover replaced
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