ComplaintsforGiant RV

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2024 travel trailer from giant rv Colton ****** the walk through it was leaking and the guy said it was normal the gaskets were dry and it would stop. Also he was having trouble getting the hitch pin to lock in place so he got a drill and drilled it out.the hitch was damaged and never worked properly after that I took the trailer camping once and the leak never stopped and found multiple leaks I took the trailer in for service aamd theyve had the trailer for 2 months saying they are still waiting for the tech to take pictures for approval

  Business response

  05/20/2024

  Tell us why here...Customer dropped vehicle off on 4-17 . Manufacture inspected vehicle at Dealership location. Repairs in progress

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My husband purchased a trailer at giant rv and the associate sold him warrant insurance and my husband asked if it covers bumper to bumper the associate said yes covers everything. On our way home from camping one of the four jacks got loose on the freeway and dragged on the road until I was able to safely stop of course it got damaged. We took it to giant rv and they took it upon themselves to assume that something hit it and they refuse to fix it. To me, they are pretty much calling us a liar and that is what upsets me the most. I take very good care of all my belongings. I can say, that **** was defective and couldve cause a life threatening accident.

  Business response

  02/07/2024

  We do not have a customer with the name *******************, the phone number is incomplete and the email address does not match any that we have on file.  We are going to need additional information such as the name of the husband who bought the ** and his contact information as he is probably the actual customer and ******************* is not on the contract. 

  Customer response

  02/24/2024

   
  Complaint: 21257692
  
  That is true I am not on the contract my husbands name is ************************************* he has been the one to speak to the associates at that business. Just wanted to mention since my previous message the associate who had shown us the trailer *************************** whom sold us on the warranty apparently doesnt work there anymore, my husband has asked for him and thats what they told him. Also my husband has bought the part and is going to fix it. But I still need it to be known that they have bad customer service because really in the end they sold us warranty that is useless and called us liars by telling us that they cant fix it because the part in question was hit by something. We would not damage any part or property, for what, its been a headache with that company because their parts/repair department closes at 5, so my husband had to leave work several times, to go before 5, for nothing cause they didnt do their job they didnt honor the warranty which I will repeat their associate when asked if it covers bumper to bumper he said yes covers everything Im not blaming this associate hes just doing his job but this business should have fixed our trailer.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  A 2023 HEARTLAND PROWLER WAS PURCHASED ON 5/16/2023 AND $12,000 WAS PUT AS A DOWN PAYMENT. IT WAS PURCHASE FOR ME AND MY SON TO LIVE IN IT. IT WAS DELIVERED AND THE SAME DATE NOTIFIED THE **** THE ***** REP THAT IT COULD NOT BE LIVEABLE DUE DO ALLOT OF ISSUES WRONG WITH THE *** AT LEAST ON 5 OCCASIONS THEY HAVE SENT **** AND ****** TO CHECK AND ALL THEY DO IS TAKE PICTURES. I HAVE BEEN LIVING IN A HOTEL SINCE AND HAD TO PUT MY BELONGINGS IN A STORAGE. IS ALMOST 2 MONTHS AND NOTHING HAS BEEN DONE THE ** IS STILL AT THE MOBILE PARK. NOW I HAVE MADE 2 PAYMENTS FOR THE MOBILE PARK SPACE AND NOW IS GOING TO BE 2 PAYMENTS TO THE LENDER **** OF AMERICA. I NEED TO GET COMPENSATED FOR NOT BEING ABLE TO LIVE IN IT. IS BRAND NEW AND I PUT DOWN ALL MY SAVINGS AND HAVE BEEN LIVING OFF OF CREDIT CARDS. THEY ALWAYS SAY THEY ARE GOING TO CALL ME BACK. I HAVE EVEN CONTACTED THE CORPORATE OFFICE FOR GIANT RV IN ********* AND SPOKE TO ****** AND NOTHING HAS BEEN RESOLVED. I HAVE ASKED TO GET A COLLATERAL VEHICLE OR SOMETHING FOR ME TO LIVE IN INSTEAD OF BEING IN A HOTEL. I HAVE ASKED FOR THE *** INFORMATION AND HAS NOT BEEN GIVEN TO ME

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 7/14/21 I purchased a 2021 Forest River Tracer pull behind ** Camper. Within the first week of taking possession of the ** I begin having issues from the shower leaking large amounts of water from the bottom drain soaking the belly of enclosed insulation and wiring. Following this issue we begin having other issues. I called Giant RV several times to schedule service and was passed around to various service employees including sales rep *** so that I could get the necessary repairs made while under the first year warranty. No body would follow up I physically drove to Giant RV and walked into the service store and explained to ***** that I needed service performed on my **. ***** responded by saying take the ** somewhere else as they did'nt have time to get it in. I left the dealership and called Giant RV via phone and asked to file a complaint with Management at which time I was transferred to the **** I explained my situation and she agreed this was unacceptable and asked me to bring the ** for evaluation. On April 13, 2022 I pulled the ** to Giant RV ****** where ***** (Service tech) and **** ( Service Manager) completed a work order Tag ****. I have a copy if needed. I also have text with my communications Repairs to be made:1. Awing broke pulled away from ** a broke the railing 2. Tongue **** not working properly 3. Rear Stabilizer **** not working properly 4. Black tank drain cover broken 5. Hot water heater leak and has build up from leak 6. Kitchen not working properly 7. Refrigerator door handle broken door will not stay shut 8. Shower floor pan cracked and leaks water under bottom of ** into insulation and wiring 9. Fuse panel cover broken 10. ******* came off the wall on day one 11. Storage are cover came off hinges. **** stated that he would order the parts and would call me. Around June of 2022 I had not heard back from ***** so I called him. ***** stated he didnt remember me and would have to order the parts again. To date no one has called.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After months of waiting for an appointment I dropped off my 2021 trailer for repairs on roof railing damage caused by a collision in RV storage facility as well as for repair of 1 rear, drivers side Jack that was not functioning. I picked up the trailer for the roof railing repair that was completed but they were not able to fix the rear Jack stating their were still waiting for warranty approval, mind you my trailer was sitting there with them over a month and no approval to this date. When I brought my trailer home, I washed it. I then noticed a leak from the adjoining section that was replaced and the existing one. Upon further observation, I noticed the parts were not the same, the new railing was thinner than the original. The original was installed flush against the wall of the trailer and the new one had approximately a 1/8 to 3/16 gap that exposed the adhesive. The adhesive was not smooth and had pocket of missing material, the job just looked messy. I took pics and sent them to my service advisor, he said he would take care of it when I bring it in for the Jack repair. As I attempted to lower the rear Jack, the other passenger Jack was not working, I looked under and found the wires cut exposed and unprotected dangling free. So now my two rear jacks do not work. To me this was an electrical and safety hazard. I took pics and sent them to advisor. I called the next day, at first he claimed not to know who I was one day after I complained, then was simply told to put electrical wire, that it was an oversight. What ticked me off was when he said "let me put you on hold" and before the phone call was cut I heard him laughing, wow shear disrespect. I have not gotten a date to take my trailer back for repair and am hoping I get the correct part installed and not just fill with adhesive. If possible I would prefer to take it to another repair facility. There is no manager contact information so no one to complaint to other than advisor. Help me enjoy my trailer

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/08/02) */ Wildomar service has reached out to Consumer and appointment has been scheduled for this Friday Consumer Response /* (2000, 7, 2022/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) An appointment was made for repairs and was told the correct parts were on order and to be installed. As I told the service tech on the initial complaint, I know mistakes are made, its the actions to correct them after a complaint is made that matter and unfortunately the initial actions were not the most adequate. This action is more appropriate, it's unfortunate issues have to be taken up to higher management to receive proper service, but it's happening and I'm so excited to have my trailer functioning properly once more. Thank you Giant RV for the immediate action

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a brand new $40,000 RV from Giant RV. Since the second month and second time using the awning it has not worked the motor went out and the arm broke. I have had to replace the toilet at 5 months. The repairman that came in at 5 months said a lot of the things we're not Tightened from fasteners to everything and we started finding that as well with screws hinges etc. We have called many a time in the two and a half years that we have had this camper trying to find out how to go about the insurance process or the warranty process as we purchased for an extra three grand extended warranty coverage. Only today at having the unit 30 months have I found out that I have to call the manufacturer. I have had a mobile RV repairman who is certified from the insurance company try for almost 7 months to get a hold of the right person for billing them while at the same time I had to come out of pocket almost $600 for the two repairs. I called Giant RV I am getting belittled and talked down to about everything I'm saying having the sales rep ***** say are you done ranting are you done complaining when explaining what I've had to do to try and remedy this situation. I brought it up to him that that was mean and hurt my feelings which is not really something a man says but I still stated it and then he had to go in a third time to let me know this is all just a lot of ranting and cut me off to let me know that this isn't helping. neither is the frustration of over 2 years trying to find a simple remedy that you keep rubbing in my face is simple yet you didn't explain it well enough or communicate it well enough the 16 times that I have called to Giant RV in the past 30 months and I've continued to make payments and pay all the insurances and pay the tags and licensing but I don't really think I should pay anymore. And with a recent overturn of someone who had theirs for 5 years and and the company was forced to take it back same exact thing is going to happen here.

  Business response

  02/01/2023

  Business Response /* (1000, 5, 2022/06/23) */ ************* is not the owner of this vehicle. The purchaser was ******. The vehicle has never been been presented for repair services at a Giant RV Location. Service Director ********** provide contact info should repair assistance be required from vehicle owner Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) He did contact me, gave me the numbers i have already used. Now the insurance is saying we never filed a report with them and if we did to send in the claim numbers and dates to which we are now having to do again as we did over two years ago and last year with still hearing nothing back. I asked **** if he could pull the recording and said no way thinking it was years ago, when i told him the rudeness of the rep the day before he then started back peddeling hard that well i dont know if we can get the recording and everything was recorded before i stated yesterday now not all phones are recorded. I am not satisfied. Business Response /* (4000, 9, 2022/07/01) */ Again we would be happy to assist with any manufacture or service contract claims the purchaser might have. The vehicle owner should contact ********** directly at the ******** service center. There is no refund... Consumer Response /* (4200, 11, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) So after several times of connecting and sending the information the company is saying they have not talked or received anything from us. I believe they are pushing this out till we fix it ourselves. Im out $1000 dollars for one fix of a $200 deductible and the insurance company, through giant RV is not working with us and is stating they never talked to us or received anything. I fear the repair man will give up soon as he hasn't been paid from us since last year and has spent probably 20 plus hours with insurance companies back and forth and keeps quoting names he has talked to within the org. and they deny ever receiving anything Business Response /* (4000, 13, 2022/07/13) */ as stated previously the Owner can contact ********** directly for further assistance. To date the Owner has not made contact Consumer Response /* (4200, 15, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have made attempts to have my grandparents reach out to him, *************** ******. But as they are 79 and 82 some things are more difficult for them and i help with their issues from bills, to investing. Update from the insurance company...we did submit way back in december and after I called not my grandparents was this found as the day before they called and continued with never hearing from our repair guy. This is quite the opposite and now our repair guy has left two messages with no return call. my direct contact is ************ how about you call me as i answer every call, even in meetings as i work 8 am to 6:30 pm daily and half days on saturday this is why we paid extra. I dont have time for my families extra needs let alone doing other peoples jobs. Business Response /* (4000, 17, 2022/07/18) */ Owner is more than welcome to schedule appointment to bring unit in for service. We will no longer communicate with anyone other than the owner. Consumer Response /* (4200, 19, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This had to be the worst and funniest at the same time. The guy called said the manager at the Giant RV lot asked him to call and just wanted to see if he could help. I had to re-explain things 2 to 4 times while being interrupted at work and having to take yet more time off for this. After correcting him quite a few times and after him continuously cutting me off to ask me something I already stated many times I advise maybe it'd be best if he grabbed something to write this down. He then said great idea I'll write this down for you like I was the one having an issue remembering what I was saying. He then still kept cutting me off ever since my second sentence and would trail off like he was a habitual user of something. I continue to explain yet again more stuff explaining for the 5th and sixth time that he was quote unquote writing down but for some reason not remembering. After 15 minutes of this he came to the assumption that he was calling and couldn't help us and then said he would call our guy who came out the RV repair technician who's approved to work on RVs through whatever association. He has not yet called them but came here to put that he will not deal with anyone but the owner. When dealing with the owner they act like they have not talked to them before and we have not made a request. Going about after two times having someone come out for a little over $500 total as well as $293 paid to this technician we are purchasing the fan the awning and a new toilet ourselves thanks to help from family as the extra insurance was not helpful. Having 5-year extended warranty was not helpful. The manufacturer one year warranty was not helpful since month two. I highly suggest any other company than Giant RV to deal with unless you want to be taken for a ride laughed at in your face and given bad numbers when you do have a problem. Thank you *** for being able to facilitate this I would love to pull this recording for you guys if I was at work because it was that comical from someone with 14 years in telemarketing and telesales this was the worst CSR experience I have ever heard rumored about or heard myself.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021**** fifth wheel from your******* location in April of 2021. From the start, the Auto Generator function did not perform as designed. I scheduled an appointment to have multiple repairs completed on 8/12/21. The repairs included the aforementioned generator issue, the auto jacks had what looked to be hydraulic residue on them, the gas tank was not registering correctly, and the kitchen sink was not retracting. From 8/12 until 10/12 I did not receive a single update from my service rep (*****, which by the way should be fired for his abysmal customer service.) When I finally received an update from ***** that my repairs were being worked on , we were in the second week of November. He then had the audacity to tell me that my generator was working as designed. When I got on site, I asked him and the service manager to demonstrate the auto-gen functionality, and they could not. They then stated that if it did not function as designed that I could bring it back in, and they would address it immediately. Not to my surprise, when I took the trailer out for my Thanksgiving tri(p, I woke up to dead batteries because my auto gen did not work. Frustrated, I returned home, and placed the trailer in storage. Due to the holiday season, and my shear frustration, I did not get around to calling for a subsequent appointment until February of 2022, at that point they did not have availability to see the rig until April 6th. When I went to pull my trailer out of storage, I noticed that it was sitting very low. Thew front jacks had bled to the other 4 jacks, and now the nose was sitting 18" lower than when I stored it. Clearly the jack leak that I submitted to get fixed was not addressed. Had my nose been above a gate, I would have incurred costly repairs due to the decompression of the jacks. The trailer has now been in ******** -*******'s possession for over two months, I have yet to hear about any status update. When I called for a status on 6/1

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/23) */ Service Director *************** will reach out to customer today. Repairs are in process and manufacture is aware of concerns

• Initial Complaint

  05/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my Class A RV Dec of 2021 last year. It's my fault Didn't do the complete walk through, it has Gray Tank leak, AC not working and the part for table leg not the right one. I have tried to contact the GAint RV for months, no one ever care. until I have the gas tank leak, they able to submit me in for gas tank leak service. The guy at the service have promise me to have all other issues fixed. After waited for almost 2mos, my RV just sit there, only thing they fix is AC and the gas tank leak, I was also been told the right table leg will be there. No after waited for almost 2mos. Only gas tank leak and AC been fixed ( I haven't check the AC yet don't know if really been fixed or not)

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/11) */ customer has been advised parts are here and will be shipped directly to him

• Initial Complaint

  02/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a brand new Heartland Torque T314 from Giant RV ********. After taking delivery of it it was soon discovered that the convection oven was faulty and causing the generator to malfunction. We were told by a manager at Giant RV to take our trailer in to ******** to have the generator repaired because it would be done faster at the ******** dealer and we were assured by Giant RV it was a generator issue. So I took time off of work and delivered the trailer to ********. After ******** had our trailer for a week they charged us $500 said that there was nothing wrong with the generator, that it was an issue with the microwave. We contacted Giant RV and spoke with the manager that told us to take the trailer to ******** and he said that Giant RV is unwilling to refund the money we have been forced to pay ********. Giant RV did put us on the schedule to see the trailer again and had the trailer for about a month and a 1/2 and did determine that the generator shutting off was due to the faulty convection of oven. We bought this trailer in February of 2021 it is now over a year later and we are still waiting on a convection oven and are feeling a bit ghosted by the Giant RV company because each time we email or try and contact are representative we get a 1 or 2 word answer with no update. We have even offered to install the Convection oven ourselves if they could just get it in for us. But still no luck, at this point we don't know what to do. We are extremely disappointed in the service from Giant RV and as of now will not only never buy an RV from Giant RV again but will continue to tell our friends and family in the camping community our negative experience.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/08) */ customer had not contacted the Service center. Our Service Director had made contact on 3-8-2022. Customer just needs to submit invoice. Microwave has been reordered.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/12/21, I called Giant RV re: issue with steps in our Geo Pro G15TB Travel Trailer, we received on 3/27/21. Returned from Sedona, AZ, noticed steps would not go back up and store correctly. The steps moved slightly left and rivets loose. Had no issue on various trips taken before-hand. First available appointment was 9/13/21, also advised, unit had to be left for 5 weeks. Not happy, but understood. Contacted Forest River, was told the same, even given a list of dealers I could try. Contacted them, told the same and that they were only servicing units bought from them. So, we understood, we had to wait. On Monday, 9/13/21, dropped-off travel trailer and spoke with ***** Covarrubias, Service Advisor. I explained our situation with the steps, mentioned an issue with the refrigerator, not cooling, when not connected to shore power. He said they would check it out. I asked that a second Interstate battery be installed. After 2nd week, was calling weekly for updates and either told, waiting for service bay to check unit out, or waiting on warranty approval from Forest River or waiting for parts to arrive. Would get short answers, no details, even when I asked. Our unit was to be returned on 10/23/21 - nothing happened - they were still waiting for warranty approval and supposedly had all parts ready. On the fifth week, I even told ***** we had a trip planned on the first weekend of Dec. 21. On 10/30/21 we went to the facility and confirmed that no parts had arrived for our unit. Since then, I have called several times per week and been told, parts are on back-order, of course, explained not their fault - that is Forest River not sending the parts. On Wednesday, 11/24/21 I spoke with ***** - he mentioned 2nd battery installed, refrigerator part replaced, waiting on steps. Unfortunately, I cannot verify whether that is true. Steps should arrive Monday, 11/29/21. I am afraid will continue to be given the run-around, after reading Yelp Reviews for Giant RV.

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/03) */ Customer issues have been resolved. Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) After Giant RV-Downey (***************, Service Dept. Manager) received my complaint letter, he e-mailed me to apologize for the length of time the unit had been there. Since I had requested to pick-up the unit on Tuesday, 11/30 or Wednesday, 12/1 - he told me I could pick it up on Tuesday, 11/30. At this time, I was under the impression that the step was arriving on Monday, 11/29 and it would be replaced on the unit. On 11/30/21 at 1 pm I did pick-up my unit from Giant RV-Downey, but the step issue (original reason for warranty work) was not resolved, still not working properly/not replaced. So, actually the only reason I was given the unit was because I insisted on picking it up for our camping trip that weekend. We had already missed out on two other camping trips and my wife insisted on going on this one. So, it was not because my issues were resolved. As I was picking up the unit, I initially was not aware the step had not been replaced. Before leaving, I was told the step was still in back-order and I would be notified when it arrived. Today, 12/10/21, I actually received an e-mail from ***** *******, Parts Manager at Giant RV-Downey, letting me know that the step had arrived. I immediately contacted ****** *********, Service Dept. Manager and ***** ***********, Service Coordinator advising them of such an e-mail from ***** *******, letting me know of the step arrival. I asked them to schedule me as a "waiter appt.", because I would prefer not leaving my unit. Mr. ******** instructed Mr. *********** to schedule me as a "waiter appt." So, I am waiting to be scheduled. I am hoping that Giant RV-Downey does not take too long to schedule me. I will notify you when the appt. is scheduled. Thanks!!! Business Response /* (4000, 9, 2021/12/16) */ customer has scheduled appointment for Friday for completion of repair Consumer Response /* (2000, 11, 2021/12/21) */ Hello - just wanted to advise you that Giant RV has finally completed the repairs on our travel trailer. After my response to Giant RV's comment that repairs were completed. I got a call from ***** ***********, our tech. I was scheduled as a "waiter" on Friday, 12/17/21 at 10 am. I arrived at Giant RV and the repairs were completed within the hour. I truly believe that the repairs would not have been completed, if not, for your participation. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩