ComplaintsforThe Great Outdoors R.V. Company
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Complaint Details
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Initial Complaint
10/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought the 2022 Holiday Rambler Invicta HB33 from The Great Outdoors RV dealership in Greeley, CO in October 2022. This RV was built in January 2022 by REV Group in Decatur, Indiana. In the first few months of ownership, we received recall letters all of which involved serious safety issues including stair detachment, incorrectly installed hydraulic hoses and a propane tank fire hazard. It was immediately recommended to bring the RV to the dealership to address all the recalls. We also noticed some bubbling near the top of the walls of the interior. We contacted the dealership in April 2023 however, they were backed up and wouldn’t be able to take the RV in until September 9th. We immediately stopped traveling and left the RV on the driveway until the appointment. After we dropped off the RV on the appointment date, we were called within a couple of weeks to inform us that the technician found a manufacturing defect. He found that the roof was not properly sealed when it was attached to the body, therefore the roof is leaking in several spots of the RV. The dealership took pictures and filed a warranty claim with the REV Group. No one responded to us or let us know what is happening, so we decided to contact the REV Group ourselves. At first, the person we talked to said that they don’t know what to do in this situation and that they would call us back. A few weeks after, we got a call back and they informed us that the warranty claim was denied due to improper maintenance of the roof in the first 3 months of manufacture. We bought the RV 9 months after it was built, and we are not responsible for this defect. We have not heard from the dealership despite several attempts to reach them. We are senior citizens and have been completely abandoned by REV Group and The Great Outdoors RV companies that swindled us for a huge amount of money. Our RV has been sitting at the dealership and continuing to collect water damage as no one wants to take responsibility.Business response
11/10/2023
This client did purchase their 2022 Holiday Rambler Invicta on September 27th, 2022. 4 days prior to their taking delivery of their unit, The Great Outdoors RV performed a Pre-Delivery Inspection as required by the Manufacturer, (attached), which acknowledges the roof and sealants are in good standing. Their owners manual details what is covered by the manufacturer, and what is not. We point out specifically what the client is made aware of in the following;
"As the owner, you are responsible for regular and
proper maintenance as described in the Owner’s
Information Warranty Packet. Regular and proper
maintenance will help prevent conditions arising from
neglect that are not covered by the limited warranty.
…
Moisture intrusion can occur at
any time for a number of reasons. Therefore, regular
sealant inspection and maintenance will greatly reduce
the likelihood of moisture intrusion and costly repairs.
The motorhome is sealed at the factory. However,
extreme weather conditions can shorten the life of
the sealant. Harsh road conditions can compromise
sealant integrity. Maintaining sealant is part of regular
motorhome maintenance. Inspect all joints, seams and
openings at least once every six months. While sealant
integrity may appear fine, a small void under the right
conditions can quickly cause major damage.
Make a full interior inspection for signs of moisture
intrusion every two weeks if the motorhome is in
storage."We shared this information with the client at their day of delivery during the walk thru process, as well as when they brought up the concern.
It is our understanding that the manufacturer did communicate to the owner their offer to split or cover half of the total costs of the repair on their motor home, if they make an appointment at a manufacturer's facility in Oregon or Indiana.
Initial Complaint
06/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased and received a travel trailer from The Great Outdoors RV center located in Greeley, CO. During a detailed inspection at home, I noticed several warranty item issues that needed attention. I called TGORV and made a warranty service appointment and was given the 6th of May as a drop off date. On 17 May, I call to check on the status of the trailer and was told that because of a backlog of work it has not been seen but it would go into the bay Saturday, 21 May, and I would be given a call the next week to tell me when I can pick it up. On 24 May, I call TGORV and spend the good part of an hour waiting on hold for someone to tell me my trailer's not been seen because the crew that was supposed to work on the trailer has been out for a week. Then I was told it would go into the bay by Saturday, 28 May, and I would receive a call when it was ready. I explained that TGORV has had the trailer for almost a month and I have yet to receive a call that it the warranty work was done. I explained that had reservations for travel on 9 June and needed the trailer road ready by 2 June. I called on Monday, 30 May only to be told now that the technician who was to work on the trailer has been off for a couple of weeks and no one has worked on the trailer but they would put another technician on the job. I further explained that I received a recall notice about a leaking quick connect joint on the LPG tanks that need to be replaced. They said this would be addressed. I called back on 1 June, and once again, told that the trailer hasn't been seen and I, once again, explained to the service department I had reservations for an event and needed the trailer by 2 June. They now say that if it isn't finished when I come to pick the trailer up they would set up an appointment for me after I return from vacation.Business response
06/22/2022
Please note that **** ***** is no longer associated with The Great Outdoors RV and all emails are being forwarded, for the time being, to me. This is the reason for any delay.
After reviewing the case, our team would like to take the opportunity to Thank Mr. ****** for bringing his experience to our attention and sincerely apologize for the inconvenience it has caused through the beginning of his camping season. Foundationally, we believe in being able to put ourselves into our customer’s shoes, learning from each customer's feedback, and working as a team to continually improve our processes to create a best-in-class experience.
It is our goal to ensure the rest of his season runs as smoothly as possible and welcome the opportunity to speak to him further to arrange a path forward to getting his family back on the road. By allowing us to rectify this experience in a timely fashion, we hope to earn his business for the future as his experience is a top priority for us. We look forward to speaking with him soon.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.