20-391 – Frame may Buckle and Fail – 2019-2021 Keystone Outback Recreational Trailers

SEOCONTENT-START

Models Included: 2019-2021 Outback Travel Trailers: Model 335CG, 340BH Serial Number Ranges: 2019 KB451063 – KB452951 2020 LB450012 – LB453963 2021 MB450019 – MB452323
Parts Required: Model 340BH – VIN KB451063 – KB452341 1- KRV # 676599 – Frame – Service Kit – Reinforcement Plate Only – 21700163 – For 20101112 (VIN required for part order)
1 – KRV # 673277 – Frame – Service Kit – Hardware Only – (24 Bolts & 24 Nuts) – 21700158 (VIN required for part order)
If inspection determines that the frame rails are needed on KB451063 – KB452341: 1 – KRV # 676601 – Frame – Service Kit – Drop rails – LH & RH – 12700164 – For 20101112 (VIN required for part order)
1 – KRV # 676609 – Frame – Service Kit – Hardware – 21700260 – Drop Rail Hardware Kit (VIN required for part order)
All other Models and 340BH VIN KB452444 – MB452323:
1 – KRV # 673276 – Frame – Service Kit – Plate Only – 21700159 (VIN required for part order)
1 – KRV # 673277 – Frame – Service Kit – Hardware Only – (24 Bolts & 24 Nuts) – 21700158 (VIN required for part order)
If inspection determines that the frame rails are needed on KB452444 – MB452323 1 – KRV # 676607 – Frame – Service Kit – Drop rails – 21700162 (VIN required for part order)
1 – KRV # 676609 – Frame – Service Kit – Hardware – 21700260 – Drop Rail Hardware Kit (VIN required for part order)
Keystone RV Company Updated: 2/24/21
Safety Advisory 20-391 Page 2 of 22 Tools Required: – Screw gun – Caulk Gun – Jack Stands – Torch, Plasma Cutter, Or Grinder – 3/8” Drill Bit – Drill – Hammer – Cold Chisel – 9/16” Socket – Ratchet – 9/16” Wrench If frame rail is cracked take clear pictures and submit an authorization.
Note – Check serial number on Key Express to verify the campaign is open. Some vehicles were repaired before they left Keystone. When performing warranty or recall service, please make certain that appropriate Personal Protective Equipment (PPE) is used. The remedy is to inspect VIN and determine what parts are needed as listed above for reinforcement plates. If the frame rail is buckled adding the reinforcement plates as outlined in this advisory will eliminate the buckle if properly installed. If the frame rails are cracked at the buckle take clear pictures. The frame rail section will need to be replaced and reinforcement plates added to the frame rails where the drawbar connects to the frame as outlined in this advisory.
REPAIR INSTRUCTIONS Step 1 Locate the trailer on a level, flat, hard surface. Chock the wheels. Step 2 Disconnect the 120VAC and 12VDC power from the unit.
Step3 Inspect the VIN, verify correct parts were ordered. 340BH models in the VIN sequence between KB451063 – KB452341 will use 1- KRV # 676599 – Frame – Service Kit – Reinforcement Plate Only and 1 – KRV # 673277 – Frame – Service Kit – Hardware Only – (24 Bolts & 24 Nuts). Use the following repair labeled 20101112 DROP RAIL REPAIR. All other models and 340BH models in the VIN sequence between KB452444 – MB452323 will use 1 – KRV # 673276 – Frame – Service Kit – Plate Only and 1 – KRV # 673277 – Frame – Service Kit – Hardware Only – (24 Bolts & 24 Nuts). DROP RAIL REPAIR Step 4 Support the frame with jack stands just behind the drop frame. Remove underbelly in the front section of the frame back to the second u-channel support on the frame. Step 5 Using the following Norco Industries instructions, install the reinforcement plates as outlined. Please note: if the frame is buckled the support plates when installed properly will remove the buckle in the frame as designed. If the frame is buckled and cracked please see Step 6.
20101112 DROP RAIL REPAIR
20101112 DROP RAIL REPAIR
•
•Identify repair area Identify repair area ––road sideroad sideof the frame is shownof the frame is shown
•
•If the area is deformed, a reinforcement plate should If the area is deformed, a reinforcement plate should be installed.be installed.
•
•If the area is deformed and cracked, the drop rail If the area is deformed and cracked, the drop rail should be replaced, and reinforcement plates should be replaced, and reinforcement plates installed.installed.
•
•Using jack stands, support the unit rearward of the Using jack stands, support the unit rearward of the repair area to remove load from the tongue jack and repair area to remove load from the tongue jack and aa–frame.frame.
NOTE: Huck fasteners are under tension and will pop
NOTE: Huck fasteners are under tension and will pop apart when cut loose. Use safety glasses and be aware apart when cut loose. Use safety glasses and be aware that the hot fastener could cause injury if it hits you.that the hot fastener could cause injury if it hits you.
•
•The heads of the first 6 hucks can be cut off with a The heads of the first 6 hucks can be cut off with a torch, plasma, or grinder from the outside of the torch, plasma, or grinder from the outside of the frame. The uframe. The u–channel and Lchannel and L–bracket will be bracket will be discarded, it is ok if these parts are gouged during discarded, it is ok if these parts are gouged during removal since they won’t be reused. Do not gouge or removal since they won’t be reused. Do not gouge or cut the frame rail behind these parts.cut the frame rail behind these parts.
Remove these 6 hucks first
Remove these 6 hucks first
Road side
Road sidereinforcement areareinforcement area
Carefully remove this huck without
Carefully remove this huck without
causing damage to frame rail
causing damage to frame rail
•
•Carefully remove the last huck without gouging Carefully remove the last huck without gouging or cutting the frame rail. Torching or plasma or cutting the frame rail. Torching or plasma cutting in this area is not recommended. Either cutting in this area is not recommended. Either grind the head off or use a 3/8” drill bit to drill grind the head off or use a 3/8” drill bit to drill the center of the head until it comes off.the center of the head until it comes off.
•
•With 7 hucks removed from the rail, clamp the With 7 hucks removed from the rail, clamp the appropriate repair plate on the frame rail appropriate repair plate on the frame rail aligning the holes with the existing holes in the aligning the holes with the existing holes in the rail as shown.rail as shown.
•
•Verify that 6 holes in the repair plate properly Verify that 6 holes in the repair plate properly align with the current holes in the rail. If the align with the current holes in the rail. If the holes are slightly misaligned, it may be holes are slightly misaligned, it may be necessary to chase the holes with a 3/8” drill necessary to chase the holes with a 3/8” drill bit, ideally from the inside of the frame bit, ideally from the inside of the frame outward.outward.
•
•Install hardware in these 6 holes and snug by Install hardware in these 6 holes and snug by hand.hand.
•
•With fasteners installed in 6 holes, use With fasteners installed in 6 holes, use the reinforcement plate as a template the reinforcement plate as a template to drill the remaining 6, 3/8” holes, 4 to drill the remaining 6, 3/8” holes, 4 through the web, 2 through the bottom through the web, 2 through the bottom flange.flange.
•
•Install inside backer plate on the inside Install inside backer plate on the inside of the frame rail. Two previously of the frame rail. Two previously installed nuts will need removed and installed nuts will need removed and replaced over the backer.replaced over the backer.
•
•Install hardware in remaining holes.Install hardware in remaining holes.
•
•Torque all fasteners to 23 ft*Torque all fasteners to 23 ft*lbslbsto flatten to flatten the frame rail between reinforcement plates.the frame rail between reinforcement plates.
•
•Repeat previous steps on opposite side of Repeat previous steps on opposite side of the frame.the frame.
Service Kit
Service Kit ––Plates Only (21700163)Plates Only (21700163)
Service Kit
Service Kit ––Hardware Only (21700158)Hardware Only (21700158)
DROP RAIL REPAIR
DROP RAIL REPAIR
•
•Identify repair area Identify repair area ––road sideroad sideof the of the frame is shownframe is shown
•
•Support the front of the frame on the Support the front of the frame on the tongue jack and front leveling legs or tongue jack and front leveling legs or jack stands rearward of the repair area.jack stands rearward of the repair area.
NOTE: Huck fasteners are under tension
NOTE: Huck fasteners are under tension and will pop apart when cut loose. Use and will pop apart when cut loose. Use safety glasses and be aware that the hot safety glasses and be aware that the hot fastener could cause injury if it hits you.fastener could cause injury if it hits you.
•
•The heads of the first 6 hucks can be cut The heads of the first 6 hucks can be cut off with a torch, plasma, or grinder from off with a torch, plasma, or grinder from the outside of the frame. The uthe outside of the frame. The u–channel channel and Land L–bracket will be discarded, it is ok if bracket will be discarded, it is ok if these parts are gouged during removal these parts are gouged during removal since they won’t be reused. Do not since they won’t be reused. Do not gouge or cut the frame rail behind these gouge or cut the frame rail behind these parts.parts.
Remove these 6 hucks first
Remove these 6 hucks first
Road side
Road sidereinforcement areareinforcement area
Carefully remove this huck without
Carefully remove this huck without
causing damage to frame rail
causing damage to frame rail
•
•Carefully remove the last huck without gouging Carefully remove the last huck without gouging or cutting the frame rail. Torching or plasma or cutting the frame rail. Torching or plasma cutting in this area is not recommended. Either cutting in this area is not recommended. Either grind the head off or use a 3/8” drill bit to drill grind the head off or use a 3/8” drill bit to drill the center of the head until it comes off.the center of the head until it comes off.
•
•With 7 hucks removed from the rail, clamp the With 7 hucks removed from the rail, clamp the appropriate repair plate on the frame rail appropriate repair plate on the frame rail aligning the holes with the existing holes in the aligning the holes with the existing holes in the rail as shown.rail as shown.
•
•Verify that 6 holes in the repair plate properly Verify that 6 holes in the repair plate properly align with the current holes in the rail. If the align with the current holes in the rail. If the holes are slightly misaligned, it may be holes are slightly misaligned, it may be necessary to chase the holes with a 3/8” drill necessary to chase the holes with a 3/8” drill bit, ideally from the inside of the frame bit, ideally from the inside of the frame outward.outward.
•
•Install hardware in these 6 holes and snug by Install hardware in these 6 holes and snug by hand.hand.
•
•With fasteners installed in 6 holes, use With fasteners installed in 6 holes, use the reinforcement plate as a template the reinforcement plate as a template to drill the remaining 6, 3/8” holes, 4 to drill the remaining 6, 3/8” holes, 4 through the web, 2 through the bottom through the web, 2 through the bottom flange.flange.
•
•Install inside backer plate on the inside Install inside backer plate on the inside of the frame rail. Two previously of the frame rail. Two previously installed nuts will need removed and installed nuts will need removed and replaced over the backer.replaced over the backer.
•
•Install hardware in remaining holes.Install hardware in remaining holes.
•
•Torque all fasteners to 23 ft*Torque all fasteners to 23 ft*lbslbsto flatten to flatten the frame rail between reinforcement plates.the frame rail between reinforcement plates.
•
•Repeat previous steps on opposite side of Repeat previous steps on opposite side of the frame.the frame.
Service Kit
Service Kit ––Plates Only (21700159)Plates Only (21700159)
Service Kit
Service Kit ––Hardware Only (21700158)Hardware Only (21700158)
Safety Advisory 20-391 Page 15 of 22 Step 6 Please note: if the buckled frame section is cracked take clear pictures and follow the Norco Industries instructions labeled 20101112 DROP RAIL REPLACEMENT to remove the cracked frame section and replace with the following parts. Model 340BH – VIN KB451063 – KB452341 1 – KRV # 676601 – Frame – Service Kit – Drop rails – LH & RH – 12700164 – For 20101112 (VIN required for part order)
1 – KRV # 676609 – Frame – Service Kit – Hardware – 21700260 – Drop Rail Hardware Kit (VIN required for part order)
All other Models and 340BH VIN KB452444 – MB452323:
1 – KRV # 676607 – Frame – Service Kit – Drop rails – 21700162 (VIN required for part order)
1 – KRV # 676609 – Frame – Service Kit – Hardware – 21700260 – Drop Rail Hardware Kit (VIN required for part order)
20101112 DROP RAIL REPLACEMENT
20101112 DROP RAIL REPLACEMENT
•
•Identify repair area Identify repair area ––road sideroad sideof the frame of the frame is shownis shown
•
•If the area is deformed, a reinforcement plate If the area is deformed, a reinforcement plate should be installed.should be installed.
•
•If the area is deformed and cracked, the drop If the area is deformed and cracked, the drop rail should be replaced, and reinforcement rail should be replaced, and reinforcement plates installed.plates installed.
•
•Using jack stands, support the unit rearward Using jack stands, support the unit rearward of the repair area to remove load from the of the repair area to remove load from the tongue jack and atongue jack and a–frame.frame.
NOTE: Huck fasteners are under tension and will
NOTE: Huck fasteners are under tension and will pop apart when cut loose. Use safety glasses pop apart when cut loose. Use safety glasses and be aware that the hot fastener could cause and be aware that the hot fastener could cause injury if it hits you.injury if it hits you.
•
•Repair one side of the frame at a time so the Repair one side of the frame at a time so the aa–frame doesn’t need to be removed.frame doesn’t need to be removed.
•
•The heads of the circled hucks can be cut off The heads of the circled hucks can be cut off with a torch, plasma, or grinder from the with a torch, plasma, or grinder from the outside of the frame. The front uoutside of the frame. The front u–channel channel and Land L–bracket will be discarded, it is ok if bracket will be discarded, it is ok if these parts are gouged during removal since these parts are gouged during removal since they won’t be reused. they won’t be reused.
Road side
Road sidereinforcement areareinforcement area
•
•Support aSupport a–frame and front crossmember with a frame and front crossmember with a jack stand before removing the drop rail.jack stand before removing the drop rail.
•
•With the aWith the a–frame supported, remove the frame supported, remove the remaining 5 hucks in the rail flange and remove remaining 5 hucks in the rail flange and remove the rail .the rail .
•
•Install the replacement drop rail and attach it to Install the replacement drop rail and attach it to the main rail with 5 bolts through the top the main rail with 5 bolts through the top flange. Hand tighten.flange. Hand tighten.
•
•Install hardware to attach the drop rail to the Install hardware to attach the drop rail to the front crossmember, reattach the outrigger, and front crossmember, reattach the outrigger, and attach aattach a–frame to the drop rail. Hand tighten.frame to the drop rail. Hand tighten.
•
•Install hardware to attach the rear uInstall hardware to attach the rear u–channel channel and rear crossmember to the drop rail. Hand and rear crossmember to the drop rail. Hand tighten.tighten.
•
•Install the repair plate and align with Install the repair plate and align with the current 6 holes in the rail. It may be the current 6 holes in the rail. It may be necessary to chase the holes with a necessary to chase the holes with a 3/8” drill bit if there is misalignment. 3/8” drill bit if there is misalignment. Install hardware in these holes and Install hardware in these holes and hand tighten.hand tighten.
•
•With fasteners installed in 6 holes, use With fasteners installed in 6 holes, use the reinforcement plate as a template the reinforcement plate as a template to drill the remaining 6, 3/8” holes, 4 to drill the remaining 6, 3/8” holes, 4 through the web, 2 through the bottom through the web, 2 through the bottom flange.flange.
•
•Install inside backer plate on the inside Install inside backer plate on the inside of the frame rail. Two previously of the frame rail. Two previously installed nuts will need removed and installed nuts will need removed and replaced over the backer.replaced over the backer.
•
•Install hardware in remaining holes.Install hardware in remaining holes.
•
•Torque all fasteners to 23 ft*lbs.Torque all fasteners to 23 ft*lbs.
•
•Repeat previous steps on opposite side of Repeat previous steps on opposite side of the frame.the frame.
Service Kit
Service Kit ––Rails Only (21700164)Rails Only (21700164)
Service Kit
Service Kit ––Hardware Only (21700160)Hardware Only (21700160)
Safety Advisory 20-391 Page 22 of 22 Step 7 Proceed to Warranty Reimbursement. WARRANTY REIMBURSEMENT REPAIR – Adding Reinforcement Plates Only Submit the claim on Key Express using Flat Rate Code # 7139142B
In the Complaint section note: Safety Advisory # 20-391 In the Cause section note: Safety Advisory # 20-391 In the Correction section note: Add reinforcement plates as directed. The amount of time authorized for this repair is 4.0 hours.
REPLACEMENT – Replacing Frame Rail and Adding Reinforcement Plates Submit pictures of the cracked frame on a preauthorization and then claim on Key Express using Flat
Rate Code # 7139142A
In the Complaint section note: Safety Advisory # 20-391 In the Cause section note: Safety Advisory # 20-391 In the Correction section note: Frame cracked. Replace frame section and add reinforcement plates. The amount of time authorized for this repair is 7.0 hours.
PARTS DISPOSITION No return parts. Please call Keystone RV Customer Service at (866)-273-1456 if you have any questions.

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PO Box 2000 – Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com
IMPORTANT SAFETY RECALL
«Owner_name»
«Street»
«Street_2»
«City», «State» «Zip»
This notice applies to your vehicle: «VIN»
Dear «Owner_name»:
This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act.
Keystone RV Company has decided that a defect which relates to motor vehicle safety exists in certain model
2019-2021 Outback Travel Trailers. As a result, Keystone RV is conducting a safety recall. We apologize for any
inconvenience this action may cause you; however your safety and continued satisfaction are of the utmost importance
to us.
It has been decided that the vehicles in the recall population may have a section of frame rail with
inadequate support where the draw bar is attached. Under certain conditions during travel, the frame
rail may yield and buckle possibly leading to an increased failure and vehicle crash.
Keystone representatives have been in contact with the staff at your selling dealership regarding this
situation. The remedy is add reinforcement plates to the existing frame. The service and parts
required for this corrective action will be provided at no charge to you.
Do not overload the recommended carrying capacity, and use properly matched weight distribution
hitch. As soon as possible, please make an appointment to have your RV serviced by your
dealership. The labor time to perform this correction is approximately 2 ½ hours. Please ask your
dealer if you wish to know how much additional time will be needed to schedule and process your
RV for this repair.
Your dealer is best equipped to obtain parts and provide service to ensure your RV is corrected as
promptly as possible. Please contact Keystone Customer service if your dealer is unable to assist or
if you take your RV to your dealer on the agreed service date, and the dealer does not remedy the
condition within a reasonable amount of time, or without charge to you. You may be eligible to
receive reimbursement if you paid to have the defect resolved prior to receiving this correspondence.
Keystone Customer Service is available toll-free at 1-866-425-4369.
If after contacting Keystone Customer Service you are still not satisfied we have done our best to remedy this situation,
you may also submit a written complaint to: Administrator, National Highway Traffic Safety Administration, 1200
New Jersey Avenue, SE, Washington, DC 20590. You may call the toll-free Vehicle Safety Hotline at 1-888-327-
4236 (TTY: 1-800-424-9153; or go to https://www.safercar.gov.) Federal regulations require that any vehicle lessor
receiving this recall notice must forward a copy of this notice to the lessee within ten days.
Thank you for your attention and cooperation in this matter.
Sincerely,
KEYSTONE RV COMPANY
Rick Deisler
Vice President Service Operations
cc: National Highway Traffic Safety Administration (NHTSA)
Reason for
this recall
What we
will do
What we
need you to
do
If you have
questions
RECREATIONAL VEHICLE
SAFETY RECALL NOTICE
Safety Recall: 20V-715
Safety Advisory: 20-391
December 14, 2020

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PO Box 2000 – Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com
SAFETY ADVISORY 20-391
«Dealer_name»
ATTN: Service Manager
«Street»
«Street_2»
«City», «State» «Zip»
«Country»
Dear «Dealer_name»,
Keystone RV Company has decided that a defect which relates to motor vehicle safety exists in certain model
2019-2021 Outback Travel Trailers. As a result, Keystone RV is conducting a safety recall.
It has been decided that the vehicles in the recall population may have a section of frame rail with
inadequate support where the draw bar is attached. Under certain conditions during travel, the
frame rail may yield and buckle possibly leading to an increased failure and vehicle crash. The
vehicles included in the recall are:
2019-2021 Outback Travel Trailers, Models 335CG, 340BH
Serial Number Ranges: 2019 KB451063 – KB452951
2020 LB450012 – LB453963
2021 MB450019 – MB452323
Our records indicate unit(s) sold or in your present lot inventory fall within this range, which will require immediate
preventative action. Important: If some of the units are still in your inventory, Federal Law requires you to
complete the recall service on those units before retail delivery. The unit VIN(s) our records indicate are presently in
your inventory or have been sold are as follows:
«VIN1» «VIN2» «VIN3» «VIN4»
«VIN5» «VIN6» «VIN7» «VIN8»
«VIN9» «VIN10» «VIN11» «VIN12»
«VIN13» «VIN14» «VIN15» «VIN16»
«VIN17» «VIN18» «VIN19» «VIN20»
«VIN21» «VIN22» «VIN23» «VIN24»
«VIN25» «VIN26» «VIN27» «VIN28»
«VIN29» «VIN30»
— Serial numbers with ‘*’ have been retail sold —
Claims for the units which have been serviced must be submitted. Claims submitted will be used by Keystone to
record recall service completions and provide dealer payments. Enclosed is a copy of the Safety Advisory #20-391,
which details how to remedy the situation and the proper reimbursement procedures.
We apologize for any inconvenience this situation may cause and greatly appreciate your cooperation. Should you
have any questions or concerns regarding this correspondence or the enclosed Safety Advisory, please feel free to
contact us.
Sincerely,
KEYSTONE RV COMPANY
Rick Deisler
Vice President Service Operations
cc. National Highway Traffic Safety Administration (NHTSA)
cc. Transport Canada
Reason for
this recall
RECREATIONAL VEHICLE
SAFETY RECALL NOTICE
Safety Recall: US: 20V-715
CAN: 2020-564
Safety Advisory: 20-391
December 10, 2020

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PO Box 2000 – Goshen, IN 46527-2000
Phone: (574) 535-2100 – Fax: (574) 535-2199
www.keystonerv.com
SAFETY ADVISORY 20-391
«Dealer_name»
ATTN: Service Manager
«Street»
«Street_2»
«City», «State» «Zip»
«Country»
Dear «Dealer_name»,
Keystone RV Company has decided that a defect which relates to motor vehicle safety exists in certain model
2019-2021 Outback Travel Trailers. As a result, Keystone RV is conducting a safety recall.
It has been decided that the vehicles in the recall population may have a section of frame rail with
inadequate support where the draw bar is attached. Under certain conditions during travel, the
frame rail may yield and buckle possibly leading to an increased failure and vehicle crash. The
vehicles included in the recall are:
2019-2021 Outback Travel Trailers, Models 335CG, 340BH
Serial Number Ranges: 2019 KB451063 – KB452951
2020 LB450012 – LB453963
2021 MB450019 – MB452323
Our records indicate unit(s) sold or in your present lot inventory fall within this range, which will require immediate
preventative action. Important: If some of the units are still in your inventory, Federal Law requires you to
complete the recall service on those units before retail delivery. The unit VIN(s) our records indicate are presently in
your inventory or have been sold are as follows:
«VIN1» «VIN2» «VIN3» «VIN4»
«VIN5» «VIN6» «VIN7» «VIN8»
«VIN9» «VIN10» «VIN11» «VIN12»
«VIN13» «VIN14» «VIN15» «VIN16»
«VIN17» «VIN18» «VIN19» «VIN20»
«VIN21» «VIN22» «VIN23» «VIN24»
«VIN25» «VIN26» «VIN27» «VIN28»
— Serial numbers with ‘*’ have been retail sold —
Claims for the units which have been serviced must be submitted. Claims submitted will be used by Keystone to
record recall service completions and provide dealer payments. Enclosed is a copy of the Safety Advisory #20-391,
which details how to remedy the situation and the proper reimbursement procedures.
We apologize for any inconvenience this situation may cause and greatly appreciate your cooperation. Should you
have any questions or concerns regarding this correspondence or the enclosed Safety Advisory, please feel free to
contact us.
Sincerely,
KEYSTONE RV COMPANY
Rick Deisler
Vice President Service Operations
cc. National Highway Traffic Safety Administration (NHTSA)
cc. Transport Canada
Reason for
this recall
RECREATIONAL VEHICLE
SAFETY RECALL NOTICE
Safety Recall: US: 20V-715
CAN: 2020-564
Safety Advisory: 20-391
March 2, 2021
Safety Advisory
Updated
2/24/2021

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