Complaints

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

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  Orlando RV

  485 State Road 436 Casselberry, FL 32707-4912

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  Orlando RV

  860 W Fairbanks Ave Winter Park, FL 32789-4715

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:05/18/2023

  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.

  Purchase date: 09-09-20 KEYSTONE IMPACT Travel Trailer T29V Price: $45,706.83 Complain: From time of purchased, I HAVE SPENT A LITTLE OVER $3,000.00 IN REPAIRS. Front decal separation, replacement of bathroom sink and countertop, Ruptured gas line dispenser, slide out seal separation, Broken support couch lag, AC thermostat replacement, complete AC replacement, Rubber roof separation which started apx. 6 months after purchased, "was reported and was advised it will go away". Presently it has extended through out the roof from front to back. I was advised to have it inspected , the cost was $90.00 by Orlando RV... Finding was submitted to KEYSTONE AND repair was denied. Note: The 3 Cs as they noted was reported within the first 6 months.. However, I was advised that "they would not do any repair and it was noted 2023 I have no idea what that means and the representative would not explain. Very disappointed with how everything was handled from the time of sales to this point 05-18-2023, I believe I goy a lemon..

  Business Response

  Date: 05/18/2023

  This customer did have several repairs covered with warranty coverage.  However, the Keystone unit only comes with a 1 Year Warranty starting from time of purchase and a 3 year structural warranty.  Orlando RV cannot extended a factory warranty.  This means if he had failures after the manufacturer warranty this would be customer pay for repair.

  We did submit for warranty approval for the roof on May 10, 2023.  With the customer complaint for roof was bubbling.  Because there was no damage to the membrane and the roof was not leaking the factory declined warranty coverage.  But did note to file incase of future roof decking failures.  As this unit is covered under the 3 year structural warranty.  The customer is welcome to call Keystone Customer Care should they not agree with this decision, *************

  I believe Orlando RV supported the customer with proper sales and service.  If he is not agreeing with the manufacturer or believes his unit is defective then he should speak to the manufacturer.

   

• Initial Complaint

  Date:05/19/2022

  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 new Twilight 3300bh in October 2021. Have only been able to use it once because of all the issues with the unit. The dealer says they are trying to fix it but it is still not working after 6 months.

  Business Response

  Date: 07/01/2022

  Business Response /* (1000, 8, 2022/06/07) */ We are very sorry that our customer is experiencing warranty issues with the new travel trailer. We are working with the manufacturer warranty to resolve the issues. As of now there is a service appointment scheduled for 6/19. I am hopeful we should be able to resolve the warranty issues.

• Initial Complaint

  Date:05/15/2022

  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.

  Purchased a motorcoach from OrlandoRV on 4/23. Great experience during purchase and our sales guy Derek was great. After purchase everything has been awful, and I regret buying from them. There is a whole list of things that have caused issues and it is impossible to reach anyone from the dealership. I have sent several emails from their website as well as made phone calls. Nobody responds back. When texting the sales person he tries to reach people for me but there is no follow through. Below is a list of issues. 1. Steps went out on the unit not even 5 hours after having it at home. Was told "sold as is". Finally spoke to the service manager who stated they would get me an appt. in a week to attempt a warranty claim. Did not receive confirmation of the appt/time had to call to check and it is 6/14. Desk person said the original appt was never made in the system. Still unsure if the warranty will cover because "it takes up to 90 days for warranty claims to process then we have to order parts." 2. Received temporary tags pick up. It has been 30 days and have not received the permanent tags. DMV says they do not have records. I have tried to contact the dealership with no response. Sent a text to the salesperson said he would investigate it. 3. The bunk ladder was in the unit when we first seen it. Was not in the unit upon walkthrough. Was told during walk through "it must have been thrown out or broken you can purchase a new one" 4. Still have not received any warranty paperwork other than a sales pamphlet. 5. This was a joint purchase, but the temp registration is only one person's name and the warranty information is the same way. When I call in I have to use the other buyers name because nobody can find any information. The minute I drove off the lot their customer service became repulsive. I have not asked for any additional money, credit, or refund. Just for the items above to be completed in a timely manner.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 6, 2022/05/17) */ I am sorry for Mr *****'s issues. We are committed to working with his to resolve all issues as follows: 1- We recieved request for service 5/10. Service manger schedule for 5/17 customer unable to make appointment rescheduled to 6/14. Confirmation email is sent to email on file that was given on purchase agreement. 2- Office manager contacted customer on 5/16 and provided tracking number for tags. 3- Customer did purchase used motorhome. A form was initialed explaining the coach with sold with no warranty from Orlando RV. If there was a ladder it would have been in the unit. I asked the sales person he cannot recall. But due to the age I cannot verify if there was ladder. 4- Warranty paperwork would have been in the packet of paper work. I will ask a finance manager to call the customer. We have a app that can be down loaded to the phone. This will have all proper phone numbers and other information. 5- The extended warranty only has one name on the contract. But you should use your contract number or vin number. I believe after the app in down loaded this will help the information issues for the extended warranty. As for the lack of communication I will call the customer to get better information. We are all here to help. Consumer Response /* (3000, 8, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response information is not fully correct.. As discussed on the phone with the manager Cindy yesterday, the original Appointment was not scheduled in the system per the service desk staff when calling about dropping off the unit. I have not received any emails regarding appointments other than communication from Cindy since the compliant was filed. I did make an appointment for 6/14 for the repairs to be complete that were originally noted and made aware of on 4/23. I agreed upon purchasing as is. However A ladder was in the unit at the time of initial deposit along with a grill and hose. This was also discussed with the service tech that did our walk through. However, as discussed with Cindy I will purchase a new one from RVone upon service completion. I received warranty paperwork on 5/16 directly from the warranty company. I received the tags yesterday via UPS. I would like to close this transaction however due to the delays and lack of response prior to this file, I am hesitant on closing this transaction until all items disclosed above are completed on June 14. Business Response /* (4000, 10, 2022/05/19) */ Customer will be in 6/14 we will diagnose the entry step and submit to extended warranty. I feel that it being a entry step it should be a simple repair. I have been in contact with the customer since the complaint was filed and I was notified the customer was not happy with the service we are providing. We will do what we can to help this customer and improve the experience with our company Consumer Response /* (4200, 13, 2022/05/19) */ Per the request of the dealership, I will close this BBB compliant with the expectation that all work as stated will be completed in entirety on June 14th. If the dealership fails to meet this request the warranty will be cancelled and refunded in full for failure to meet obligations.

• Initial Complaint

  Date:05/13/2022

  Type:Billing 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.

  Mayo 2021 compre Forest River 2021 nueva Me la vendieron con el piso roto. Reclame. No vivo en Florida. Tengo que viaja y gasta dinero para resolver los problemas de RV.Dieron cita para inspección el 29 de enero. Gaste 1,800 para viajar y poder llevarla al dealer. Luego tardaron 3 meses en dar cita para arreglo. Cita 2 de mayo 2022. Viaje gaste 1,900.00 dolares en viaje para volver a llevarla al dealer. La tuvieron 3 días en dealer. No arreglaron el piso. No pusieron luces de cortina. No resolvieron problema. No me fui tranquila, ni satisfecha. Me fui muy molesta y decepcionada con Orlando RV One Superstore. NO CUMPLIERON CON SU TRABAJO. YO INCURRI EN GASTOS PARA LLEVAR EL RV AL DEALER. PERDI MI DINERO. TENGO QUE VOLVER GASTAR Y VER SI LA ARREGLAN. ME VENDIERON UN RV CON PISO ROTO. QUIERO QUE ME RESPONDAN POR EL DINERO INVERTIDO. HE GASTADO ALREDEDOR DE 4,000.00 Dïï��ï��"LARES. Y FALTAN 2,000 PARA VOLVER A VIAJAR Y LLEVARLA A ARREGLAR. Estamos hablando de casi 6,000 dolares de gasto por llevar a arreglar un RV que se supone era nuevo. NO PUEDO ESTAR SATISFECHA . NO ME HAN RESPONDIDO BIEN NI CUMPLIDO CON EL COMPROMISO. Quien me va a reembolsar el dinero gastado por culpa de Orlando RV one Superstore. Soy una persona mayor mi deseo era vivir tranquila en mi RV y no he podido. Esto me ha ocasionado daños emocionales, físicos y económicos. Quien me va a responder? Translated by BBB Staff May 2021 buy Forest River 2021 new They sold it to me with a broken floor. Claim. I don't live in Florida. I have to travel and spend money to solve RV problems.They gave an appointment for inspection on January 29th. I spent 1,800 to travel so I could take it to the dealer. Then it took 3 months to give an appointment for repair. Appointment May 2, 2022. Travel spend 1,900.00 dollars in travel to take her back to the dealer. They had her for 3 days at a dealer. They didn't fix the flat. They didn't put up curtain lights. They did not solve problem. I did not leave calm, nor satisfied. I left very upset and disappointed with Orlando RV One Superstore. THEY DIDN'T DO THEIR JOB. I INCURRED EXPENSES TO TAKE THE RV TO THE DEALER. I LOST MY MONEY. I HAVE TO SPEND AGAIN AND SEE IF THEY FIX IT. I WAS SOLD AN RV WITH A BROKEN FLOOR. I WANT YOU TO ANSWER ME FOR THE MONEY INVESTED. I HAVE SPENT AROUND 4,000.00 Dïï ï "LARS. AND 2,000 ARE LEFT TO TRAVEL AGAIN AND TAKE IT TO FIX. We are talking about almost 6,000 dollars of spending to take an RV that was supposed to be new to be fixed. I CANNOT BE SATISFIED. THEY HAVE NOT ANSWERED ME WELL OR FULFILLED WITH THE COMMITMENT. Who is going to reimburse me for the money spent because of Orlando RV one Superstore. I am an elderly person, my wish was to live quietly in my RV and I have not been able to. This has caused me emotional, physical and economic damage. Who is going to answer me?

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/05/17) */ The above complaint was translated to me. If I miss anything I am sorry. The unit was in for diagnostic for one appointment. Then returned again for the repair. The warranty repair for the floor did not resolve the issue. And the tech explained a possible reason for a couple leaks. We must refer back to manufacturer for direction for the floor. As the first repair did not resolve the issue. Th awning lights were out of stock. This is normally a instock item. This was a oversight of ours. I offered to send someone to them for the awning light replacement. Or they can be changed at the time of the floor repair. I am sorry for the floor issue. This is something we need to work with the factory. The unit was purchased new and the factory is honorin the warranty as a new unit. Consumer Response /* (3000, 7, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company avoids its responsibility and change which is the main problem. I feel discriminated against, because of the difficulty of the language and for being Puerto Rican. They continue to talk about the leaks. That was NOT the main problem. The leaks had an explanation and I understood it. The problem here is that they do not want to accept their mistake, the responsibility they have and that they did not comply with what was established. There was a commitment and an appointment to fix my RV on May 2nd. I spent all my savings to fly to Florida, comply and take my RV to the Dealer where it would be 3 days to be covered by warranty. For this I had to stay in a hotel, rent a car, a pickup and the extra expenses I had. They did not fulfill their responsibility. After 3 days and 3 months after the inspection appointment, they tell me that they did not ask for the lights and that they did not ask for the authorization to remove the entire floor as they had and they had said that it had to be done. They didn't have to give another appointment for me to return, because they needed the manufacturer's authorization and the lights. THINGS SHOULD HAVE BEEN DONE SINCE JANUARY 29TH TO TAKE MY RV IN FOR INSPECTION. I DID SPEND MY MONEY. MY SAVINGS. I DON'T HAVE MONEY TO COME BACK TO FLORIDA AND TAKE THE RV. IT SHOULD HAVE BEEN FIXED ON MAY 2 AS PROVIDED. THEY ARE RESPONSIBLE FOR WHAT HAPPENED DUE TO NOT WORKING WELL, RESPONSIBLY AND PROVIDING A QUALITY SERVICE. THEY DID NOT COMPLY WITH THE AGREEMENT. I ASK YOU TO BE RESPONSIBLE FOR WHAT HAPPENED AND PAY ME ALL THE EXPENSES TO BE ABLE TO TAKE THE RV AGAIN TO THE NEW REPAIR APPOINTMENT. WAITING FOR THEM TO FIX IT. MY RV IS STILL NOT 1 YEAR AFTER I PURCHASED IT. I WILL HAVE TO TAKE IT 3 TIMES TO COMPLY WITH THE REPAIR UNDER WARRANTY. THEY ARE GOOD AT SELLING BUT THE SERVICE IS AWFUL AFTERWARDS. I REQUEST THAT YOU PAY ME THE AMOUNT OF $2,000 TO BE ABLE TO TRAVEL AGAIN AND MEET ALL THE EXPENSES THAT I WILL HAVE TO BE ABLE TO TAKE THE RV TO REPAIR. WAITING FOR IT TO BE FIXED THIS NEXT TIME. That costs me to take it again for 3 times. This has affected me physically and emotionally. I need to solve this problem now and be able to enjoy my RV. Business Response /* (4000, 9, 2022/05/19) */ Orlando Rv repaired the floor as directed from manufacturer. We are working with the manufacturer on another repair that will be more effective. We offered to have a tech go to them with the correct LED lights for the awning. I can offer someone to pick up the unit for the customer when it is time for the warranty repair. I only mentioned the water leaks because we did accomplish work during the visit. But I admit the floor was not repaired to the customers desired out come. Unfortunately will not cover flights and hotel expenses for the customer. Consumer Response /* (4200, 11, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. They accept the error. Mistakes are paid. 2. Here I am sending you a copy of the letter that my lawyer is writing to the Dealer. They have caused me unnecessary problems and expenses. They must answer for that. I will not accept anything else. Business Response /* (4000, 14, 2022/05/24) */ Orlando RV will handle transporting the unit to and from Orlando RV as a show of good will. For the warranty repair on the floor Consumer Response /* (4200, 16, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept that they look for the trailer, take it to repair the floor and the curtain lights and return it to the Resort. But let me remind you that I don't live in Florida. I traveled on May 1 to solve this problem and the dealer did not fix it. Now they have to coordinate with me to deliver it and receive it once they fix it. I also request the amount of $900.00 for airfare and hotel expenses. Place where I will stay until they fix my trailer. ***************** Business Response /* (4000, 18, 2022/05/28) */ Orlando RV attempted to fix the floor per warranty instuctions. This improved the floor but did not eliminate the flex in the floor. We have one back to Forest River and now have more instructions to fix the repair. We will also hand the LED light for the awning Orlando RV will fix the warranty items per manufacturer warranty. I am sorry but this is not something we would reimburse hotel and airfare. I will ask the service adviser to reach out to the customer to schedule an appointment and pick up of the camper. Consumer Response /* (4200, 20, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only RV transportation is accepted. Today a second letter is being sent to Mr S******, President of Orlando RV One with the claims Consumer Response /* (2000, 31, 2022/07/05) */ ***Document Attached*** I think we came to an arrangement

• Initial Complaint

  Date:05/11/2022

  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.

  I purchased an RV from this dealer along with an extended warranty and GAP insurance. I no longer own the RV and have requested refund on warranty and GAP. I submitted the required paperwork on November 4th 2021. It is now mid May and I have not received my refund. I have corresponded with the finance manager on several occasions. They have told me they are backed up with processing refunds and I will receive my refund soon. All correspondence is documented in email. It's been 6 months now and I continue to get the run around.

  Business Response

  Date: 05/23/2022

  Business Response /* (1000, 5, 2022/05/12) */ We are working with the customer to expedite refund. Our office manager has been in contact by email with our customer. I believe this issue will be resolved in the week. Consumer Response /* (2000, 7, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I quickly received my refund check. The people I have corresponded to have always been very polite.