Complaints

This profile includes complaints for Mike Thompson's RV SuperStores's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mike Thompson's RV SuperStores

  13940 Firestone Blvd Santa Fe Springs, CA 90670-5808

  
• 

  Mike Thompson RV Superstores

  10480 Talbert Ave Fountain Valley, CA 92708-6029

  
• 

  Mike Thompson's RV Super Stores

  68318 E Palm Canyon Dr Cathedral City, CA 92234-5414

  
• 

  Mike Thompson's RV Super Stores

  902 Rv Center Dr Colton, CA 92324-4304

  
• 

  Mike Thompson RV Superstores

  18240 Ward St Fountain Valley, CA 92708-6800

  

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:03/01/2025

  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.

  Extremely poor customer service. In May 2024, ***** was initially assisted my wife and I when we purchased a brand new ************* I had an appointment scheduled and when I arrived, I noticed the rig was hooked up with the A/C's running and ready to tour. My wife and I went into the camper and looked around, about 15 minutes after my appointment, I went to try to go find this ***** *** and I walked into his office and he was playing a game on his phone. That should have been my first red flag to leave and go somewhere else.Once I finally negotiated a price with *****, and got back to the finance ***, ******* things were a little better until I was contacted 3-4 different times the next couple of days b/c he kept typing the paper incorrectly.I purchased a travel trailer and I have a credit score of 780 but I should have took my business elsewhere!****update I have sent ******* three emails in early January ************************************************ $10,380 and now as of today, 1 March 2025, I STILL haven't heard back from ******* on the progress of my cancellation. I would just like for them to process the paperwork to cancel the warranty and then mail me a check in the above amount! I have owned the camper less than a year and have already has to use the manufactory warrant to get items fixed and I no longer want this extended warranty!! please help!! Who the heck owns this place and/or who is in charge of running this place?!?!??!?!!

  Business Response

  Date: 03/03/2025

  The cancellation request was received on 2/28/2025 to our corporate office.  The request is currently being processed, the refunded amount will be sent to the lienholder of the sales deal.

• Initial Complaint

  Date:02/20/2025

  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.

  We bought a brand new travel trailer from **** Thompson's RV in CA 2 years ago. When looking to do a payoff the bank shows that we owe more than what we borrowed. I have the original contract, Thompson's sent me a different one all together. I believe what happened was that our down payment of $15,000 was added to the loan ********* guess is that this is not a first time for this and I would like to know if there are other claims regarding this company.

  Business Response

  Date: 02/25/2025

  After reviewing the customer's deal file, it has been determined that the customer added hitch work and protection products at the time of delivery rather than at the initial purchase order.

• Initial Complaint

  Date:02/03/2025

  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.

  ** NIGHTMARE!! They sold me an ** with a bunch of issues. IF YOU BUY USED BEWARE!!! They claim the units are inspected and in great shape when they resell them which is lie. I purchased my unit back at the end of Dec. Took it on it's 1st trip and the hot water didn't work and the house batteries were bad. I immediately brought it back to be fixed and haven't seen it since. I had to rent an ** for a trip I had planned in Jan and I am about to miss a trip I have planned for this and next week for my birthday. I dont think that their techs have any idea what they are doing. After having it week I found out they fried the main computer, then that got replaced and they fried something else, that was suposedly replaced and now I can't get an answer on whats wrong now? I keep getting passed from one person to another and I keep getting the same run around and still dont have the ** I paid 180k for.

  Business Response

  Date: 02/05/2025

  **** has been in contact with the customer.  All work on RV is complete.  Customers pick up time is scheduled for today, 2/5/2025.  

  Customer Answer

  Date: 02/06/2025

  In the end MTRV came through and fixed any and all issues with the RV. 
  
  ****** ********

• Initial Complaint

  Date:10/29/2024

  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.

  On September 10, 2024 I had asked the **** service tech, ****** ******, if they could remove the existing two side marker lights at the front of the trailer and install two side marker light /cameras (that I provided) in there place. He gave me an estimate of $645 and I said, I'm providing the cameras, I'm just asking you to install them while my coach is waiting for warranty work to be performed. He said that's just an estimate that comes up on the computer, it's probably going to $45 per light. When I asked on Friday October 26th, if the warranty work had been done yet and how much is the installation of the cameras going to cost, he said "$645 dollars, just like the work order says" I reminded him that was an estimate not an agreed upon cost. Then I asked him how many hours did they spend to do the work, he said "3 hours". I expressed my disbelief and said how can that possibly be fair, that's three times the amount I paid for the cameras themselves. He came back and said they could reduce it to $500 and I said 3 hours at $80 is fair, I would agree to pay $240. That's my request for an adjusted billing amount, $240.

  Business Response

  Date: 10/31/2024

  We are in contact with customer and will follow-up as needed.
  
  **** ******************** Dept.
  
  

• Initial Complaint

  Date:10/26/2024

  Type:Sales and Advertising 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.

  We bought an Rv cash from this dealership. Since day one we had mechanical issues. The propane tank had a gas leak from ********* back to ***********. We had just bought it a month prior. Also the air conditioner was broken down and they dont want to fix it. We also purchased a warranty that we dont benefit from. They dont solve anything, this RV dealership is a fraud. Its so sad that this company gets away with all this c***

  Business Response

  Date: 10/31/2024

  We are in contact with customer and have unit in shop for repairs. We expect to resolve any issues and have a positive outcome.
  
  **** **************************

• Initial Complaint

  Date:07/02/2024

  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.

  We purchased a 2013 Winnebago Tour on 11/30/23. We traded in two vehicles, a 2018 **** F350 owned in full, and a 2020 Airstream Classic 33 which had negative equity. We put down $5000 cash down as well. We informed the dealer that we planned to live full time in the vehicle. There was some work that needed to be done on the rig and we were given a "due bill." The dealership changed the oil, recovered some furniture, and cleaned it up. They said that they inspected all of the *** We were told that the dealership would order parts for the "due" items and that a mobile tech would come out to us and perform all maintenance. The mobile tech has come out two or three times. One time he replaced light covers and installed the washing machine. After that the rest of the "due" items were never fixed because the mobile tech said that the parts were never ordered. We have attempted to write/ call many people at ******************************* to get the work done. We have all the correspondence. The items that are still due are the awning is broken, there is a water valve handle that is missing, the slides need a motor replacement and the slide seals need to be replaced. It is now July 2024 (seven months later) and we still can't get these items fixed. Because we live in the *** it is not functioning as we were promised at purchase and is making our life extremely difficult. We have had to replace the toilet on our own (even though it was supposed to be fixed by the dealer). We have replaced the motor for the steps (entrance) to get in and out of our home. We have had it inspected and paid for another oil change because we didn't believe that the work had been done by the dealer. What we want right now is to have the slide motors replaced, the slide seals replaced, the awning fixed or replaced, and the water valve handle replaced. I am in the Navy (active duty for 25 years). I won't be able to stay in this area for much longer as my projected transfer date is this time next year.

  Business Response

  Date: 07/08/2024

  MTRV has been actively attempting to communicate with customer to provide updates on the status of their RV. We have sent email communications and left voicemail messages; however, it has been challenging to connect with the customer during his work hours.
  
  Currently,MTRV is waiting for the arrival of specific parts needed for RV. As soon as the parts arrive, we will expedite the necessary repairs and update the customer.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21932898
  
  I am rejecting this response because: while we have heard from the dealer, no work has been completed as of yet. The dealer ********************* has agreed to refund us for a couple of items that we have replaced ourselves. While this is movement, nothing has been received or done on our side. Id like to keep this open until the promised work (awning, slide motors, water handle) have been repaired and the due $$ is received (approximately $1200 for power cord and toilet). 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/29/2024

  MTRV is in contact with the customer and have a unit repair plan.  MTRV is working towards a satisfactory completion of customer unit.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21932898
  
  I am rejecting this response because:
  The work has not been completed yet. Communication has continued. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/13/2024

   

  MTRV has been in communication with the customer.

  Scheduled work is to be done later this month and to expect a positive resolve to the issues.

• Initial Complaint

  Date:06/13/2024

  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 a ******** Z3610 from ************************* on January 29, 2024. I submitted my RV repair request on April 15, and ******** responded to my case number: 6278 and notified ***************************** after-sales repair service. On April 29, ***************************** after-sales service received my RV and confirmed that the repair was within the warranty period and would be completed on May 30. Then there was a long negotiation. I called ***************************** after-sales service staff many times and left voice messages, but no one answered or responded to my calls. I wrote emails and went to the door to inquire about the progress of the repair, but I was told that I was waiting for ********** repair parts to be shipped. However, I called ***************************** after-sales service staff again this morning on June 10, and no one answered and responded to my voice messages. At noon, I called ********, and the customer service told me that ************************* had just submitted my warranty request 2 hours ago today, and the case will be approved within ***** hours before the repair parts are sent. I would like to ask *************************, why didn't you do anything in the past 1 and a half months, why didn't you submit my warranty request? Why didn't you tell me the truth? ! Why didn't you let the case move forward in time? The service attitude and professionalism of a certain ************************* after-sales service staff are really unacceptable! Please give me a satisfactory answer from ***************************** senior management, I reserve the right to take further legal action!

  Business Response

  Date: 06/24/2024

  MTRV is reaching out to the customer to update with status of repair. The goal is to complete repairs and to meet customers expectations.

• Initial Complaint

  Date:05/15/2024

  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 boyfriend and I bought a travel trailer from this rv store on November 2023. Finance person , ****, offered me a product to apply to my new travel trailer that I bought from them and I wasnt sure if it worth getting it. So he told me I could cancel if after investigating about what exactly it was and as long as the product wasnt put on my travel trailer. Been coming from LA to Colton and also calling trying to cancel and first they would tell me **** wasnt available, he was on vacation and all sort of excuses. Now ****** told me **** was gone and that I could not cancel this product. That I have to put it on my rv or loose my money because there is not way of canceling.

  Business Response

  Date: 05/21/2024

  MTRV offers cancellation and a refund for this product if it has not been applied. Since the product has not been applied in this case, the customer is entitled to a refund. The refund process has been initiated, and the customer will be contacted shortly. We apologize for any misinformation previously provided.

• Initial Complaint

  Date:01/26/2024

  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.

  07/2023 We purchased a used 2018 Heartland Cyclone toy hauler for our family of eight to live in full time. Before we were allowed to pick up the unit, MTRV stated it needed a new furnace, so we waited about a week for it to be replaced. MTRV stated everything was in good shape and ready to go, so I went to pick it up.The first issue: MTRV misfiled the title. They did not list my financier on the lien holder position. My lender has requested it be changed or I face fines. My wife has called MTRV consistently for about six months, including on three way calls with the bank; and has been given a complete run around. Employees have been rude, and nothing has been done on their end to solve a simple paperwork issue.The second issue: Material defects 1. The unit we were sold has extensive water damage. There are pieces of the plywood sub-flooring that have had to be replaced, and upon removing the ruined pieces, theyre saturated with black mold. The water damage extends from the main bathroom, down the stairs, and to the slides. Our family is facing health issues as a result of the mold in our home. This is not a problem that will go away, it has to be remediated.2. Our very first trip out, the hydraulic ****** controlling the slides and the jack ****** stopped working, and as it turns out- never worked properly to begin with. Any professional that knows the ****** would know it was not up to par. MTRV denied any responsibility and refused to help. 3. The furnace that was supposedly replaced does not work. 4. The fireplace does not work. 5. The rear black tank does not work. The title issue should have been fixed the same day it was brought to the attention of MTRV finance department. They tried to make me fix it myself (not possible), and refuse to give updates on the status. The material defects need to be resolved in a manner we mutually agree upon- however MTRV has refused to be accountable thus far for their failure to disclose obvious defects.

  Business Response

  Date: 02/06/2024

  MTRV has contacted customer and are currently working to resolve the subject matter.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21181530
  
  I am rejecting this response because:

  MTRV has not taken a significant amount of initiative thus far to resolve the matter. Im still having to call them repeatedly for answers and they dont call when they promise. As of 2/16 the unit has been assessed and a significant amount of more damage was discovered by a mobile mechanic they sent out, including more dangerous mold and more extensive water damage. An email detailing our proposed resolution has been sent to *****. It reads as follows:

  Dear **** Thompson RV Superstores Representatives,
  
  Weve been working together thus far toward a resolution regarding major material defects in the 2018 Heartland Cyclone we purchased in August of 2023. 
  
  On Wednesday, February 14, *****, the mobile RV technician, came out to assess the unit. He discovered far more damage and mold than we initially knew about and brought to your attention as well as damage from rodents within the ductwork, walls, and other spaces. 
  
  Attached are the photos we have of the damage, captioned for clarity. ***** has yet at this time to send the photos he took. We understand that MTRV may want to see what he has as well; however we sincerely believe that seeing pictures from both parties only further solidifies the issues at hand. It seems to us as though this RV has been through a flood, or some major disaster. Whether deliberately, accidentally, or negligently, we were sold an RV that shouldnt have been on the market at a reputable dealership. 
  
  As such, we would like to propose the following resolution that works in everyones best interest:
  
  MTRV take back the Cyclone, and in exchange, we receive a different toy hauler that is adequate for our family, free of material defects. All paperwork such as work orders, complete history, and all like materials will be given with the unit. Any and all reviews and complaints will be revised to a positive resolution. The value of the replacement unit must be 110% or greater in value to the purchase price of the Cyclone, and working with our financial institutions instructions is imperative.
  
  Sincerely,
  The Cheek Family

   

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/07/2024

  We would like to amicably resolve the matter. It has been difficult in communicating with the client.
  We will try to contact the buyer one more time. 

• Initial Complaint

  Date:06/14/2023

  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.

  On March 30th, 2023 I purchased an ** out of their Colton, ** Location. When I purchased, a hired representative drove it to *****, ** to hand off to ** to drive across state line to go home to *********. When we arrived to receive the ** from the driver, it was early in the morning due to an accident on the highway so the driver was in a rush to leave. He left us quickly before we could do a proper walk around of the **. His wife was with him and he stated that she was hungry and angry. When we setup the ** for the first time we began to experience issues with the front AC unit. After about a week of this occurrence, it gave out entirely and we had to take it to our local **************** center. Upon inspection, they found that the front AC unit was totally damaged and a 'soft spot' was apparent on the roof indicating it had been in some sort of collision.I have driven this ** only three times. Once from ***** to my home, home to ** site and ** site to service center. At no time did I ever have a collision or incident that this could have occurred. I have been a ************************ worker with IBEW for over 10 years and carry a Class A CDL license and have never in my entire professional career had an incident with a vehicle and I certainly did not with this ** during the 3 times I drove it.Upon contacting the Colton ** center I purchased it from, they informed me that they do not conduct a thourough inspection of the **'s brought it from their main office in Santa Fe Springs, CA. I was directed to a ***************************- Assistant to the President. After emailing, and calling on several occasions to try to get some answers as to who damaged it prior to my purchase, I have had no luck. I am told by her assistant that she is either not in the office or 'in a small meeting'. She does not respond to my emails.I am not sure what I can do at this point. I have a brand new ** sitting at service dep. that I cant use while I go to work on storms. Thanks.-*******

  Business Response

  Date: 07/31/2023

  After careful review it has been decided that this matter will need to be turned into an insurance claim.  Customer signed for the undamaged vehicle upon delivery and no issues were discovered during preparation of delivery. No external factors could have caused damage.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20182659
  
  I am rejecting this response because:

  
  We did not damage the rv. There were several inconsistencies from the rv company from the beginning. 

  The Colton location where we purchased the rv from stated that they do not conduct an inspection prior to the sell because headquarters conducts inspection of the rvs before sending them out.

  We found that upon the delivery of the rv to ** at *****, **, that the delivery driver had not done a proper job in securing several things in our rv. We have photos of this. 

  Due to an accident on the highway that day, the driverwas very upset that he took his wife on a date to ***** to drop our rv off and it took a long time...11 hours to be exact. 

  We were on that road too and did not appreciate him ******* off at 1am without us being able to conduct a better check on the rv before he disappeared. Because he took off so quickly we did not feel we were able to do a proper check as we wanted to.

  I do not feel I should file an insurance claim to cover this because I didn't damage it the 3 times I hauled the 5th Wheel. My insurance will go up, and I will pay a deductible. I didn't damage this brand new 5th Wheel so why am.i being forced to pay to fix it? 

  The first time i hauled it was from *****, ** to my home in ***************.

  Second, from my home to **************** a few miles down the road. Then a few weeks later when the ** gave out, i hauled it from ****** AFB to the service center at the south end of town to camper world. Where it is still sitting. 

  Also, to mention, when the rv was delivered to ** in *****, ** by your driver, there was an error code on the **** flashing and the driver told us "dont worry about it." He was very pushy and rude and not helpful at all.

  After he rushed off, we contacted *** via text, from the Colton location whom we had met with earlier that day to inform her about how unhappy we were with delivery and also to inquire about the error code. 

  I have maintained a clean driving record with a class A license for for over 10 years. I am a Journeyman Lineman of the **** trade and have needed an rv for a long time to bring my wife on the road and not leave her alone at home. Also to get me out of hotel rooms. This incident with the rv has cost me unimaginable hardship and undue stress as well as my wife.

  My wife, who did not drive it, is a 100% DAV who served as a law enforcement officer and security police during her service time and has exceptional driving skills as well.

  At no time did we ever damage our rv, the 3 times we hauled it, or drive it into an object to be able to damage the ac unit on top and cause a "soft spot" in the roof as the service center reported to us is what is wrong with it. 

  I don't feel I am responsible for the damages and I believe this unit was either damaged before we purchased it or during delivery for that 11 hours the rv was not with us on our trek from Colton, CA to *****, ** to meet with the delivery driver.

  The routes I took are all open highway and there was never a situation where I hit anything. 

  I would like this company to replace our unit or fix the unit. This has caused me so much time away from work and now I have to leave my wife and family at home to travel for work again and live in a hotel situation while I am still paying the bill for this rv I didn't damage. 

  Your claim that I signed for an undamaged unit is simply not true and I feel like someone knew there was damage and pawned this off on me. If we can't come to a better understanding I will have to move forward. Hard working people being taken advantage of by rv companies. This is what happened to me and my family. This was supposed to be a happy time in my life and it's turned into a nightmare and I might lose my home because of it now. Please be responsible and do your due diligence.  We don't deserve this treatment. Companies take advantage of the little guy too much and I just want my 5th Wheel so I can travel and go back to work with my family at my side.

   

  Sincerely,
  
  ***************************

  Business Response

  Date: 08/28/2023

  MTRV acknowledged the report of damage to the 2022 ******* High-country 5th wheel on 6/5/2023 sent via email from the customer. MTRV records indicate that the unit was delivered on 3/30/2023. We do not provide reimbursement for damages that were not appropriately documented during the delivery process.  Regrettably, the damage was reported 67 days after delivery.