Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2023 Vortex 2815VT on August 22, 2022. I don't know if 2000 characters is enough to explain. First issue, generator stopped working, went into dealer a total of 3 times to get "repaired". Trailer was at dealer for a total of 7 weeks during those 3 visits. Went in for lithium battery upgrade and was advised that the control panel "didn't work well" with lithium batteries and we needed to upgrade to the Victron, so we did. We were advised that our manufacturer install control panel would no longer work, however that is untrue, I still have to use that panel to turn on my solar plugs, so now I have 2 solar controls to manipulate. Went in for the hot water heater main circuit board that went out, rv in dealer for 2 weeks for that repair. Went in for the fridge thermostat that went out (we were lucky enough to have that happen while camping and lost over $200 in cold food), was in dealer for 2 weeks on that visit. Now I am lucky enough to have a fridge that only works when the ambient air temp is below 90 degrees (which is not often in AZ), a hot water heater that will work sometimes and board goes out other times (we have to go under the cabinet and flick the board to make it work), 2 solar controls that I have to manipulate in order to use solar plugs, and this past weekend one of my slide-outs has failed. I also get the fun joy of having a solar system that drains my batteries. Lithium batteries. So sometimes I have solar and sometimes I don't. I cannot express how extremely disappointed I am in my $75,000 trailer. We take very good care of our hauler as we are fully aware of how fragile they are. This trailer, which we now call our COVID trailer, has been the worst purchase I have ever made and I am so disappointed in Genesis for putting this product out for the consumer. We repeatedly get told by the dealer how clean our hauler is and they like to tell us how well we take care of it. We know our part, Genesis, you need to know your part.

  

  Business Response

  Date: 11/12/2024

  Hello and thank you for reaching out.  Let us review this customers complaints and see what has been done with help of their dealer. 

  Customer Answer

  Date: 11/12/2024

  I did not have nearly enough space to inform of all of my issues. I literally only touched on a few of them. I would like to speak to someone and have the ability to address EVERYTHING not just the things I discussed in the initial complaint. I would like to either have the ability to talk to someone or email someone so all of the issues can be documented. Other issues include:

  broken leg motor (not done by us but done by dealer), second leg motor went out and needed to be replaced also, toilet leaks, bedroom fan cover doesn't extend any longer, large slide out is clicking on left side, front door latch, pin holding ramp on, front cap discoloration.

  As you can see, there are a large number of things that have failed on this trailer that I do not believe are normal wear and tear items.  We have had things done on our own, which we accept responsibility for (broke my sink cover, put a scratch in two of my cabinets), but we have also added upgrades to this trailer as it was to be our one and only. I have 3 other friends who purchased trailers built by Genesis before and after covid and they do not have nearly the number of issues that we have experienced. This is obviously a covid trailer, that was put together when times were tough, and workmanship was not the level that I feel Genesis should provide.

   

  

  Business Response

  Date: 11/18/2024

  Hello we have reviewed all claims with our warranty ***** and also the selling dealer. Looks like everything during the 1 year manufacture warranty was warranted.  Any items added on are not covered. by Genesis. Supreme. You will need to get your extended warranty provider and dealer. to get these items covered.

  We do appreciate you buying our product.

   

  Best Regards

  Genesis Team

  Customer Answer

  Date: 11/18/2024

  The warrantied issues are not resolved. I still have a fridge that doesn't work, a water heater that works when it wants to, a leg motor that was replaced going out again, and a trailer that is falling apart due to poor workmanship.

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my Toyhauler off on 11/27/23 for repairs. The fiberglass was cracked and ******************************* help get the repairs scheduled and fixed. The repairs were competed and I was happy with the service and repairs at the time as it was completed repaired. I reached back out on 01/03/24 and informed ******* that the damaged to the fiberglass had reappeared and asked for help with getting the unit back in for repair. I did not immediately get a response and reached out again by email on 01/10/24. On 01/12/24 ******* responded that he would check for the next available date to bring the unit back. On 02/12/24 I reached back out because I hadn't received any follow up. On 02/15 ******* responded that he would check his schedule to see what date he had available. With no response again I reached out a final time on 03/26/24 by email letting ******* know that I have reached out multiple times with no response and asked him to let me know when I could bring the unit back in for rework. No response was received. Now I know I was being completely ignored since this time I have not gotten any response or follow up.

  

  Business Response

  Date: 04/19/2024

  Good Morning *******, I am sorry for this inconvenience.  I will reach out to our service team and have someone call you to schedule you in.  

   

  Michelle 

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Vortex ****v on 7/28/23 from my dealer in ****************, **. Since day 1, the trailer has dog tracked (pulled sideways). I called my dealer and told them of the issue. I have had no issues with the dealer trying to help get this fixed. I've had to take the trailer to them on multiple occasions so they can do what Genesis has asked of them. Finally after taking it a few times, Genesis authorized for them to replace the axles, which they did. Unfortunately. , that still didn't correct the issue. I don't leave the trailer at the dealer any longer than necessary because the ** sun destroys trailers, so I keep having to take it back up there every time they need if for something. I understand that's my choice. Now the dealer has told me Genesis will not get back to them for what to do now. They say its a frame issue, frame company says its Genesis's issue so nobody wants to do anything. I called the main service ********************** for help. That didn't work because he said not to call him back, that he would call my dealer. That never happened. I'm afraid Genesis is hoping to drag this along past the warranty period so they wont have to do anything about it after that point. Help!!!

  

  Business Response

  Date: 02/13/2024

  Hello, Thank you for reaching out and letting us know of your issue. Let us review history of this unit and get back to you. If you talked to ******* we have your information.

   

  Thank you 

  Genesis Team 

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a new 2023 Genesis Supreme 2916GCK on Wednesday August 16, 2023 from ** Country in ****** ******. I am filing a complaint today because some of the warranty work that was requested months ago has not yet been approved. Attempts by ** County to fix a specific manufacturing defect have gone unanswered. ******** from ** Country has been in constant communication with me throughout this process.We physically picked up the ** on Wednesday September 6, 2023, after some add-ons were installed such as solar, a camera system, tire pressure monitor, and TV/Mount in the master bedroom. To finish installing the remaining add-ons of exterior ceramic coating and tire sealant, the ** needed to be back at ** Country on Wednesday September 20, 2023. This two-week window was the perfect time for me to go through as much of the ** as possible to find any warranty issues that needed attention.One major manufacturing defect in particular, and the reason for this complaint, is the exterior wall delamination located on the rear passenger/right side of the **. ** Country is still waiting on approval for the delamination repair.The ** was dropped off for repairs on Wednesday September 20, 2023, and has been there since. The ** has been at ** Country for 20 weeks, or 140 days. The person responsible for warranty repairs at Genesis Supreme RV is *******************************. Over the course of these 140 days ******************** has only sent 3 emails to ******************** at ** Country. None of those emails gives approval for the delamination repair.Even if the repairs are started immediately, the ** will have been in the shop for almost half a year by the time the work is completed. My wife and I have not even taken the ** out for a shakedown trip. I have not yet had a chance to test the water and propane systems either so I am sure the ** will spend even more time at the dealer for repairs. By the time we get ****** back, the warranty will be half gone or more.

  

  Business Response

  Date: 02/02/2024

  Let us review this complaint and respond accordingly. Thank you 

  Customer Answer

  Date: 02/02/2024

   I am rejecting this response because:
  There is no action being taken therefore I am rejecting this response.
  
  

  

  Business Response

  Date: 02/06/2024

  Genesis Supreme Team 

  We are very sorry for the time needed in order to review these concerns. Once the team has completed the review of all issues we will reach out to selling dealer to see what can be done to take care of this customers concerns. 

   

  Best Regards

  

  Business Response

  Date: 02/23/2024

  Hello.  Genesis has approved the dealer to move forward to repair the sidewall for our customer. Best Regards, ********************** Team

  Customer Answer

  Date: 02/25/2024

   I am rejecting this response because: Although I'm glad the repair has been approved, this response does not address the complaint outcomes for the warranty extension and compensation for lost monies.
  
  
  

  

  Business Response

  Date: 03/05/2024

  Good Morning,  We have authorized repairs that are needed for this unit with the dealer at the price they have requested which is more than expected but we wanted to ensure our customer is taken care of. Please contact selling dealer if there are more repairs needed.  Thank you 

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our trailer in 2021 new off the lot. Since then we have encountered issues with peeling cabinets and laminate discoloration. We had the cabinets fixed one already (it looks worse now) and the laminate has discolored to a pink color in certain areas. I have reached out previously but received no response.

  

  Business Response

  Date: 10/09/2023

  Hello, I am sorry to hear you are having issues with you trailer. Let me review with our service ***** and selling dealer to come up with a resolution to your issues. 

   

  Best Regards,

  *************;

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like so many others, we wanted to purchase a new trailer so we could avoid the pitfalls (repairs, cost, risk) of purchasing used. We couldn't have been more wrong. We purchased a brand new Genesis Supreme toy hauler (from RV Country) in May of 2023. We paid 50k for this trailer and added all of the warranties. We regretted it within a week of purchase and continue to be disappointed. It started with finding the chain that works the bed in back (that converts the garage to living space) was broken, during our walk through when we picked it up. The dealer told us it would take 3 month to get the part to fix that, meaning right out the gate we'd miss out on camping for an entire summer season. (later found that all they needed was a chain we found at a local hardware store) At the same time we pointed out a crack in the shower basin, which would also take weeks to get replaced. Then the decals started peeling (had them replaced a couple months ago, that took weeks, and they're peeling again already) drawer bottoms falling out, radio stopped working. Now the propane tanks/connections failed and no propane was getting to the necessary components. The fridge stopped working and hot water heater is broken. After spending so much time taking the trailer back and forth from the dealership just to get some of the initial issues fixed, (not to mention the POOR customer service at the dealership) we're facing the choice of missing out on yet another summer camping season so we can fight with the dealership again to fix it, or just deal with it ourselves. That's a completely unacceptable choice to face given the amount of money we spent, including the added costs for extended warranty coverage. If I knew repairs would take months, I wouldn't have bothered. In fact, I wish we'd never stepped foot in that RV Country and just stuck to tents for camping. At least we'd get to actually go camping and wouldn't be throwing away 50K+ interest.

  

  Business Response

  Date: 07/31/2023

  Good morning, I am sorry to hear that your experience with your dealer has not been pleasant. Let us review what we can do to assist you in getting your unit completed. I will have our service center contact you.  

   

  Best Regards,

  ******** 

  Customer Answer

  Date: 08/05/2023

   I am rejecting this response because:
  
  While someone from Genesis did contact us, they were not able to resolve any of our issues. I was mistaken on the date of purchase, it was actually 2021 that we purchased our trailer. However, the details remain the same. The trailer had issues the day we did the walk through and the repairs took weeks. There are still issues that haven't been resolved and the issues just keep piling up. And the response from Genesis was pretty much, "you're out of warranty, sorry". A 1 year warranty on a 50k item is a bit absurd, but I guess I should have done my homework. We purchased extended warranties, apparently that's through the dealer and not Genesis, so we'll take that up with them. 

  I will stand by my complaint because I want other consumers to beware when looking to purchase an RV or trailer. If I had known or read complaints like this before purchasing I certainly would NOT have purchased brand new. I've since read over a dozen similar complaints on both Genesis and other manufacturer's trailers. Demand was high, staffing was low, so these companies cut corners to keep production up (breaking records even, according to one article I read). We, the consumers, paid the price. To say we "should know better" or do our homework is not an acceptable response in my opinion. If we're going to spend that kind of money, we should get better quality products and not a "not our problem anymore" type of response when things go wrong. 

  If anything, we as consumers can look out for each other by using our voices to make other consumers aware of these things and hopefully save someone else from making a similar mistake. I definitely learned a hard lesson. If even one person sees/reads about my experience and makes a different choice, it'll be worth the effort and time it took to submit this complaint.

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 29, 2022 I purchased my 1st brand new RV from Richardson RV (now camping world). It is a Genesis Vortex 2814IKS Toyhauler. I paid $100,006 for it. I bought it new with the idea that I wouldn't have any problems like I would with a used unit. Boy was i wrong. The day I brought it home the heater didn't work and the outside speakers sounded like they were blown. It took 9 phone calls and several threats to get somebody to come get it and bring it back to fix the wiring on it. It turned out the speaker issue was due to a bad receiver. They gave me a new one and I installed it. After 1 trip, the Dometic 4 door fridge stopped getting cold and ruined all my food and had to buy coolers for the rest of the trip. When I got home I returned the RV to the service department (now Camper Land) . They had the RV for over a month and replaced the thermister, a $10 part that took a month for some reason. The stereo wasn't working right again so they "fixed" it and now the outside speakers sound blown again. They charges me $340 because they said i tampered with the stereo and because i tried to replace the thermister myself. The fridge didn't work on my next trip 2 weeks later. Again I brought it back. It took almost a month to get Dometic to agree the fridge cooling unit is bad and now it will be another month before i can get the RV back to repair it. i have canceled 3 vacations now. I picked it up today with the fridge not working until they can get the part... NOW the stereo is on 100% volume all the time and even though the volume numbers go down on the receiver the volume doesnt.. Whats next?? is their some type of Lemon Law that comes into play at some point? I've taking this thing less that 400 miles and had many problems already. I will be happy to upload receipts etc if this would get anywhere.

  

  Business Response

  Date: 05/12/2023

  Hello, Ou service dept will contact this customer to review all complaints.   

   

  Best Regards,

   

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a slightly used 2020 genesis supreme toy hauler for 35k in the spring of 2022. Over the winter the large roof seals completely failed, large enough for my hand to completely fit in the crack where the seal was along the roof line. This lead to water, snow, ice making its way down into the walls of the trailer and it pulling apart at the seams. The trailer is severely damaged, and possibly totaled as the extent of the damage require the entire trailer to be opened up. When I reached out to genesis they say the seals are entirely up to the customer to maintain, and recommend servicing them every 3 months, they are not standing behind the product at all, That is absolutely ridiculous for a 2 year old rv trailer to have manufacturer seals fail as bad as they did. Seems they are manufacturing a poor product and know it and cover their behind by saying to service the seals every 3 months. Why are the seals losing adhesion that fast? Poor quality sealant? Not scuffing the fiberglass to ensure adhesion where the sealant is applied?

  

  Business Response

  Date: 03/02/2023

  Hello,

    I am sorry our warranty only covers 1 year warranty after date of sale for First owner only does not apply for 2nd owner. 

  
  

  
  

  Best Regards,

  ********