ComplaintsforGiant Recreation World

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/11/22 purchases a 2020 Bighorn fifth wheel. Prior to delivery I reviewed RV and included on the We Owe list that the living slide out was not working properly. Once home, opposite slide out stopped working completely. Unit was unable to be used. Had to wait until next appointment available in June. Took unit in on appointment. Reminded service of the first slide out. August 10 told unit ready. Reviewed unit prior to taking it from service and initial failing slide out completely failed at that point, not repaired. Additionally, front storage now with water damage from a leak. Left unit to complete repairs. As of October 10th, no update on eta for repairs per the service department. Per conversation it appears as though they have not looked at it. Service has removed stairs from entry and will now need replaced prior to pick up as well. I spent over $70k on a camper in February 2020 and 6 months later are still not able to use it for the first camping trip. Relayed to the service department that major trip had been planned for a year for the unit, never anticipated that it would not be available. Service department still with no resolution, no rush, no replacement. Unit was sold with a "forever warranty". Worst service I have ever dealt with.

  

  Business response

  11/14/2022

  Business Response /* (1000, 5, 2022/10/17) */ Upon following up with our Giant Recreation World of Palm Bay service team I was informed that the RV was picked up by the customer on 10/7. The unit was inspected with the owner and a member of our service team and the only pending issue reported was the potential for mold to be in the front exterior compartment. We promised to inspect this compartment again for any water intrusion and further disinfect it if the customer notices any water during their trip. This will be taken care of at no charge to the customer even though this repair is not covered by any warranty agreement between the customer and ourselves. CEO Larry

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have a signed contract with this dealer for purchase of an RV and they sold our RV out from under us. They continue to lie about reimbursement for our expenses; this happened about a month ago and still nothing. I was told I would get a check in the mail on the Monday after this happened. I have called several times and JD keeps telling me that he's putting the check in the mail. I've sent all receipts showing our airline ($1318.80) and fuel expenses(95.00). I would never have purchased plane tickets if we didn't have a signed contract with them. It's not my fault I live in california and had to fly to Florida and there were "buyers standing in front of them that were going to buy right then". I went through a lot to make all of this happen; much more than someone already in Florida standing there. But I guess they were willing to pay more so.... We were on our way to the airport when JD decided to call and tell us he sold it. He told us he sold it for more (even though he denies it-another lie) He told me that the salesman told him we said we didn't want it...which I NEVER stated. Why would we be on the way to the airport if I said I didn't want it? I sent an email to the owner and manager (JD) detailing the entire transaction because he told me to send this. So I spent more time on this and still no reimbursement for any of my expenses that I have to pay the bill for and never stepped on the plane. I didn't want to have to buy a return ticket so back home we went. We were planning on driving the RV back. The owner never bothered to respond or follow up. They are a dealer you will want to beware of. Look at their BBB reviews. Numerous customers have had underhanded deals with them. I never write reviews but I feel everyone should know about them before purchasing anything. If they respond to this post saying they have sent a check, they're lying.

  

  Business response

  11/03/2022

  Business Response /* (1000, 8, 2022/10/19) */ I have been communicating with this customer directly, as well as through google and have already come to an agreement. She did inform me that they didn't use any money for a rental since they didn't proceed with their plant trip to Florida. Wendi requested that we supply her with a tracking number of the check which I will email her directly when I receive it. Here is my last public response: Giant Recreation World RV of Palm Bay responded on 10/7/2022 5:10 PM Wendi, after interviewing the team here at Giant Recreation World of Palm Bay I have decided to take care of the reimbursement for the cost of the plane tickets and the fuel receipt you supplied. As far as a rental car, I don't see where there was an invoice sent to us for that expense but if you would send that as well and I will consider reimbursing that as well. My email address is [email protected]. Unfortunately I will not be able to arrange for the check in time to get it in the overnight to you until Monday, if I receive the rental car invoice prior to then. The biggest cause to this situation is that Joel was not working in the store so was not privy to the whole story. CJ however did call you and inform that we decided to sell the rig to another party who has physically seen it and left no opening out of the deal. Basically we went with a bird in the hand. I apologize for this entire situation but know that my heart is in the right place. I will certainly use this situation as a training opportunity and further explain how this should have been handled. The minute that we received a copy of the purchase agreement with the written condition, CJ should have told Joel that we no longer have a deal and to relay that to you, additionally he should have also refunded your credit card and informed you that the unit was no longer being held for you as a first right of refusal condition. Again, I am sorry it didn't pan out, I wish you luck in locating your next RV and you never know, we may take something in trade that would be perfect for you with all items operational, etc. CEO Larry Consumer Response /* (2000, 10, 2022/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) This business fulfilled their agreement as described in the response. I was sent a check for the cost of my travel. I really appreciate them doing this. Thank you!

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/4/2022 purchase a new 2022 Thor Motor Coach LC22 from GRW There was many unfinished areas that needed to be addressed A date was scheduled 8/9 On 7/23 water was discovered on passenger seat inside On 8/9 rv was taken in for service service that on roof someone at factory had drilled holes in roof to install something but change location. Hole was never sealed. Water had collected inside rv on cushions, inside frame, and upholstered vinyl mildew and mold had become very apparent. GRW agreed to repairs as soon as the manufacture authorization was received Time frame of completion could not be determined. I do not want a motor home that I bought ($8,000.00 down+ $89,500.00) has been patched up and repair. There are other repairs and replacement of equipment that needs to be done

  

  Business response

  10/27/2022

  Business Response /* (1000, 8, 2022/09/13) */ After following up with our crew at Giant Recreation World of Winter Garden, the latest information is that the manufacturer, Thor is sending a representative down to physically inspect the unit. They have told us that they are going to arrive Monday 9/19/22. The ********'s are aware of this and have made arrangements to drop off the unit that morning. Thor has not given us any authorization to repair the water leak and subsequent damage. Per pictures that were supplied to me, there doesn't seem to be mold issues that would prevent the unit from being enjoyed until Thor makes their determination. Our crew has done a good job keeping the ********s abreast and informed of the progress. We also agree with them that we did not return the unit to them cleaned and ready to use. We have since changed our procedures so that won't happen in the future. Consumer Response /* (3000, 10, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are aware that Thor is to inspect the damage on 9/19. After supposingly fixing the holes drilled in the roof, there are sill water coming in, We have many more pictures of mold & mildew with splitting vinyl of upholstery on sitting and walls. We will deliver the rv to GRW on the 19th. We will be glad to furnish photos showing how bad it is. We also see no decals or whatever that the unit had special application for protection inside & outside other than thousands added to our purchase. Business Response /* (4000, 17, 2022/10/05) */ This is a situation that is being handled by the Manufacturer. We are simply the middle man here. In my initial reply I mentioned that Thor was not authorizing us to repair anything to do with the water leak and subsequent damage that the water intrusion is causing. The factory warranty is administered by the Manufacturer, not us. The factory did send representatives to inspect the RV and the decision to transport the unit back to the factory for repairs was made, however this is not yet scheduled. We are out of the loop with communication between the customer and the factory. When Mr. ******** dropped off his coach with us on the 19th per the arrangement, he simply walked into the service area and literally threw the keys at Jordan and left signing no paperwork or anything. It would have been beneficial for him to wait around or come back to speak to the factory representative but that didn't happen. Because the factory has been unable to secure a driver to transport the unit it is still sitting on our lot. I advised our team not to allow Thor to pick it up until we get authorization from Mr. ******** who is the legal owner of the unit. I totally understand his frustration and as a dealer we will do what ever is authorized for us to do by the manufacturer. We even offered to transport it up there ourselves as we operate our own transportation of units from the various factories and could possibly kill 2 birds with one stone. This was also rejected by the manufacturer. About a week ago, Jordan followed up with our Thor contacts and asked them for an update. Specifically mentioning that Mr. ********'s unit is still sitting on our lot exposed to the elements. We also have some items ordered per our work order. Thor approved for us to take care of those issues which we are in the process of doing. They are jobs 2,4 and 8. Microwave, cabinet doors, entry door decals. When Thor inspected the unit, they didn't supply us with an inspection report but verbally Thor mentioned thinking the cabover window was the cause of the leak. We asked him if we could order a new front window and/or contract a windshield company to come in and reset it if possible. That was also declined. At this point it is my recommendation that Mr. ******** communicate with the manufacturer since Giant Recreation World of Winter Garden has been taken out of the process. It is for this reason that this open complaint be closed and redirected to the Manufacturer.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 30, 2022 I purchased a Forest River Salem Cruise Lite 28VBXL from said establishment. The day of showing and pick up was told there was an issue with ac unit not working and a temporary thermostat was put in for showing. Unit was left there that day so unit could be fixed. One week after pick up starting having issues with ac not cooling. Called the establishment numerous times, was sent to numerous voicemails and never received a call back. I drove to the business and service was closed for the day was told to flip the breakers off and then back on. On said day the temperature in the unit was 89 degrees and 93 outside. To this day 07/12/2022 ac still does not work right, certain vents and not even blowing properly. Temperature in unit stays 5 degrees lower than outside daily, when is should be 20 degrees different. I have called establishment numerous times, spoke to numerous individuals about this issue with no resolution except to trade it in at a 15,000 dollar loss. Other issues with the unit is bubbling ceiling in master bedroom, wall is separating from the outer wall in master room, door frame is separating from wall in master room. There is a missing fascia strip on slide out. There are two fire hazards/safety issues with unit as well. If someone is in the bunkhouse room and the bathroom door is opened the person in the bunkhouse is trapped and can not exit the room. Also when outdoor kitchen is opened you can see straight trough trailer and see someone sitting on the couch. You can also see duct work etc that is right next to the griddle. There is not an adequate separation from outdoor kitchen to living area etc. As a mother this unit is not safe for children let alone anyone.

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/18) */ Per the customers complaint, there was a problem identified with the Roof AC during the RV Show with the customer. We however identified a loos pin connection and corrected it prior to physical delivery. After this repair we took the temperature readings directly from the AC Unit and it was working within Manufacturers Specs. The Salem Cruise Lite brand comes standard with a 13,500 BTU Roof AC that is ducted to all areas of the trailer when the unit has a slide out. There is no option available to add a larger AC unit or a 2nd AC unit. Representatives of our service and sales department have reached out to the customer to discuss different options, etc. We asked to customer to again take a temperature reading directly from the AC and also offered to loan them a temperature gauge if they didn't have one. The customer doesn't want us to check out their AC or offer solutions other than purchasing the unit back from them. They have decided not to travel as they are remorseful of the purchase. There is not enough room to accommodate their needs per the customer. The decided to move in with family members and go a different direction. I will advise the sales department to contact the customer and give them a buy back bid, offer other venues that are available for the customer to sell the unit on the retail market, etc. We as the selling dealer are more than willing to check the unit out and perform any and all issues identified by the customer as approved by the manufacturer of the RV including the components within, etc. There are parts that are on order that will address some of these issues listed and I am confident that the other issues would be taken care of by us per the Manufacturer should the customer allow us to. Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were told we could bring the unit in but was not given an estimated time of how long repairs would be nor were offered a rental in the mean time. We live in our rv which would mean we would be on the streets for an unknown time. The business was aware we would be living in the unit. The only part on order from them is a awning that has nothing to do with the ac. The awning had a tear in it at showing. Had the unit inspected by another company and was told the ac kept tripping the breaker and was not cooling the way it should. Was also advised that the motor on the slide was already going bad as well. This is unacceptable for a unit that is not even a month old. The buy back price offered they gave was ridiculous. Had to sell unit to another dealer and purchase another due to this situation so myself and child would not be on the streets. Business Response /* (4000, 10, 2022/07/28) */ It would seem that the RV has been sold and is no longer in the possession of this customer. I am glad that they were able to sell it for a higher amount of money than we offered them to buy it back. I will reiterate that we were not given the chance to check out the unit, they didn't accept our offer to loan them a temperature gauge to use to get an accurate reading directly from the AC unit itself etc. We do not offer rental units as loaners so I don't know where that statement came from. We never refused to fix or address their problems unless they wanted us to perform in park service. We do not perform in park service repairs. Lastly, if they got a mobile RV Repair company to supply us with the official temperature readings, we would have used that to get authorization to repair or replace their unit.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recreational World RV, service response and there management are the worst group of people I have ever had to deal with about a complaint or a problem. Have left multiple messages regarding problem with. Internet devise that we paid a lot for and it doesn't even work. We had this installed by them when we bought this 5th wheel. This is brand new 2022 Forest River Sabre 37FLH. We need this so that my girlfriend can work from home for hospital in Paris Tx, remotely, as she is charge of there Sleep Med Center. We informed them of this and beginning of this purchase and was to installed and working at time of sale and delivery. We found after delivery they she had no internet service and immediately tried calling Recreational world Rv about this on 6/18/22 Saturday afternoon around 1:30 pm and left multiple messages for someone to call us back, but that didn't happen and then again on 6/19/22 Sunday and now at least a dozen times today 6/20/22 and still no response. As of now my girlfriend could not work today and now won't be able to work tomorrow and possibly rest of week. Now she is possibly going to lose her job because of this. She is in charge of hospital sleep med center in Paris Texas. She works remotely. Recreational World RV. Doesn't care now that have made there sale. I found today 6/20/22 that Recreational World RV has a terrible track record regarding repairs etc. I wish now that I would have read up more on them before I decided to purchase this RV from them. I think they should refund me all monies for this RV and come and get it. Also pay my girlfriend for time loss for not being able to work and if she ends up losing your job because of there lack of regard to us to fix this problem immediately. Recreational World RV should pay her full compensation for at least 1 month for her loss in employment. We made it very clear of importance of have this internet connect. Recreational World RV has not respect for anyone. All they care about is the sale.

  

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/06/21) */ Contact Name and Title: Larry M******* CEO Contact Phone: 407-656-6444 Contact Email: [email protected] Our service department was closed when you called on Saturday at 1:30 and didn't reopen until Monday morning at 8AM. We post our hours online, on the building and even on the fence at our entrances so there should not have been any misunderstandings about our hours. We also do not have 24-7 customer service. Damon, your salesperson emailed the team at 2:48PM on Monday relaying the fact that your WIFI was not working. His email also stated that you left several messages for the delivery coordinator, Courtney to call you back. She said she didn't receive any of your voice mails so they may have been delivered to a general mailbox and not to her specifically. That is something that we can improve upon once we figure out where the voice mail messages went. We have a fairly new telephone system and you may have identified a gap that we need to fill. After getting the email from your salesperson Damon, our service manager sent Courtney specific instructions about how you need to activate the SIM Card in the device we installed per your request. Courtney then sent these instructions to you along with links to you tube videos, instructions and help support phone number for the manufacturer of the device, LCI. All of this is something that we can not nor will not do on your behalf. To activate the device requires a credit card or other form of payment that will be satisfied monthly by the user, not the dealership who installed the device. This is much like satellite TV or Cable TV, etc. Per Courtney, your delivery coordinator, she has since spoken to you, verified all was delivered and things should be good to go. I really don't know what more we as a dealer can do for you other than deny your request for a full refund or monetary placation per your request. When customers request specific equipment be installed in their new unit, we assume that the customer is aware of what they need to do to activate it. CEO Larry. Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Larry The info you are receiving is incorrect, I never called or Asked or left messages for Courtney. I left messages for Brandon and also ask your phone operator to have him or someone call me back, which didn't happen. As far as your service department hours I did not even ask for them and I did know that they where closed. None of this information about the internet devise was disclosed to us or any kinda paper work or a product manual was given to us. We didn't even know where it was I installed. The only person we spoke with during our walk around was Courtney. And she never even mentioned it. I paid a lot of Money for this RV and additional items and for them to be installed. I still don't have the attachment for my truck that I paid for and paid to be installed. Larry I have not received any emails from anyone at RWRV! Regarding this internet devise. My girlfriend had to go there today to get someone to help her. She spoke to Courtney and it sounds like what we need was thrown away by your service staff. So Courtney has told her to remove the devise from the wall and info should be on back of the devise. I understand things happen but this is not the write way this should be handled by your staff. I paid for installation and this devise and is not working because your team didn't do there job to make sure it was done and working properly. This should have been done while we're there at time of pickup, not 4 days later by us to have to remove and try to make it work. This is a lack of communication on you and your team to make sure this doesn't happen to anyone. I paid for the hitch to be installed in my truck once it comes in and I expect that you and your team will make this Happen as we agree to and we're told that it would. Be done. I don't think that you and RWRV care about your customers after the sale has been done . This could have been resolved with a return phone call to fix this problem. I sounds like you don't know what your team is doing and you your self don't care. A man's hand shack is suppose to be a man's word when a deal is made. So know it's time for you and your team to show that you will hold true to this deal and not make excuses . ****** Business Response /* (4000, 13, 2022/07/11) */ The facts in my response were incorrect per Mr.****** but our Winter Garden Service Department has been in communication with him since. Initially, when I mentioned Courtney not receiving a voice mail message, that was correct but Mr.****** pointed out that he never called Courtney or our service department. He was calling for Brandon and was leaving messages for him. That is the root of some of the frustration as Brandon was out sick during this time so he never got the voicemails. Brandon is one of our Business Managers at our Winter Garden location. I also know that in the communication with our Service Team, the product that was installed per the deal to enable internet access for Mrs.****** was inadequate in the campground they are staying in due to very weak cellular service. Our team has since refunded the money paid for this device and Mr.****** returned it as it will not perform the necessary access for their unique needs. We also discovered that the installation of the fifth wheel hitch adaptor was originally charged in the deal and we have since refunded that money as Mr.****** installed it himself. I can only hope that this admission of fault and poor communication has been rectified. Mr.******, please email me directly if there is still issues. My email address is [email protected]. It is true that I don't always know whats happening on the day to day at any location or department. I have department Directors and managers and support staff that do however. Once I figured out what needed to happen and who to follow up with it seems things are being resolved.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 20, 2022 I purchased a new 2022 Forest River Travel Trailer, signed paperwork and was to have delivered and final payment of $26,476.88 completed on May 27, 2022. When I got home, on 5/20/2022, I noticed my Salesperson had checked my deposit of $1000.00 was non-refundable, he checked box after he asked me to sign my name on a line in that area. I immediately called Giant Recreational World and complained about this deceitful, illegal, change in contract and was assured my deposit would be refundable. On May 27, at final signing for Tax, Tag, Title, the finance Manager, Wes, talked me into extended Warranty that I cancelled June 1, 2022. I still have not received my Refund of $3,195.77. My continuous calls and emails state they are still trying to contact Corporate. Also, I have had, toilet problems, refrigerator problems, and Bluetooth Speaker that does not work. Unless, you take your RV to Giant Recreational World, I have to pay for repairs out of my pocket.

  

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/06/21) */ Contact Name and Title: Larry M******* CEO Contact Phone: 386-673-1615 Contact Email: [email protected] I was told by Wes F*******, our business Manager at Giant Recreation World of Ormond Beach that your refund of the Cancelled Vehicle Service Contract will be mailed out tomorrow. Give it until early next week and if you or your lender don't receive the check please contact Wes F******* so he can look into it. I also wanted to address issues you stated having and your unhappiness with our unwillingness to perform in part mobile repairs. This is surprising because we are forthcoming in telling customers this fact up front. I am even including a copy of the form stating this fact that you signed before taking delivery of your new trailer. Please reach out if you need anything else. Forest River doesn't pay for in-park service nor does Giant Recreation World. Most in-park mobile RV Repair companies will not accept the manufacturers warranty either so your statement about having to pay them to do the warranty work is true however I caution you to make sure that you contact the manufacturer before any repairs are completed so you can get authorization from them to get those warranty repairs reimbursed to you by the manufacturer. They may require pictures, estimates, etc. so do not allow any company to do those repairs. It would of course be easiest for you to schedule an appointment to return the trailer to our facility and let us do all that for you at no cost to you subject to the manufacturer giving us authorization to perform the necessary warranty repairs. CEO Larry. Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am told refund check mailed already by one staff member of Giant Recreational World and "will be mailed" by another staff. Staff dishonest and if I don't receive my Warranty cancellation refund by 7/1/2022 I will file in Small Claims Court. Also told a new "Bluetooth" would be ordered, 3 weeks ago to replace the damaged one,still no word. I would like replacement or credit, of course I will have to pick up and pay for re-install myself, something that should have been in working order when delivered. Business Response /* (4000, 9, 2022/06/29) */ The warranty refund check was written on 6/22 and has cleared our bank as of yesterday, 6/28. I don't know who told you the check would be written, etc. but that was most likely not the person who writes checks. Refund checks are written by our corporate office in Winter Garden. As far as the blue tooth speaker is concerned I will prompt our Giant Recreation World of Ormond Beach parts manger, Dan C********* to follow up with you. Consumer Response /* (2000, 11, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received refund that Wendy S*******, Finance Coordinator, emailed me telling me it would be mailed 6/22/2022. I have not heard from Dan C********* regarding non-working bluetooth speaker. I am investigating "Florida Lemon Law Act", regarding Travel Trailers currently, due to numerous problems with this Travel Trailer that was purchased 1 month ago.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a new RV from Giant Recreation World in July of 2021. After leaving the facility with the RV and stopping for dinner I opened the RV door to put some leftover food in the refrigerator. The fridge doors had opened banged against the corner of a counter causing a very noticeable dent in the fridge & freezer doors. I found out that a doors fastener should have been installed prior to traveling. GRW agreed and mailed me the fastener. GRW also agreed to replace the damaged doors. GRW did replace the freezer door and advised me that the wrong fridge door was shipped and would reorder the correct door. I was emailed on March 28, 2022 advising me the correct door had been ordered and ask the manufacture to put a rush on it. According to GRW this was the 3rd attempt to order the correct door. I inquired on May 13, 2022 by email asking for an update on the door. I have had no response from GRW sense May 13th.

  

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/05/31) */ After following up on the status of the new refrigerator doors with the Winter Garden parts manager Shane, I was informed that they were shipped directly to the customers address two weeks ago. The customer reported that he isn't there but will check with his daughter and call Shane back if there is any further issues. Consumer Response /* (2000, 7, 2022/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) It has been confirmed that the fridge door was delivered on Wed May 25th, 2022. GRW should have called me or emailed me with the shipping information and tracking number. I received no notice of the item arriving or being shipped. GRW communications needs significant improvement

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our RV has been in your service dept more than in our care. Weeks and even months at a time. Each time returned to us with if we were lucky one thing fixed! Sometimes nothing at all fixed! 9 months into our warranty and there are still 2 items from the original order not working. The theater seats and the hot water heater do not work correctly. The tear, from the slide out, on our flooring was replaced with not matching flooring!! And there are yellow glue stains completely around the square! Such shoddy workmanship! It looks horrible, absolutely horrible. We have to cover it with a rug. Now we find ourselves out of time to leave this unit with you any longer. Our warranty will be basically over with. There is no excuse to keep our motorhome for 8 weeks to only accomplish fixing the flooring horribly badly. We should not have to drop off our unit and then be put into an unknown queue until it is our time to be worked on?? Meanwhile our unit has been there over 4-6 weeks until that point is reached. In conclusion, there needs to be some type of extension added to our warranty to be given time for the warranty work to be completed. The hot water heater is a must to fix. But in order to do that they need to quit lying and actually check it out and follow through with the situation. It heats up, the red light comes on then it stops heating. It goes off. But nobody follows it long enough to see the red light come on and the heater goes off. They tell us it is working perfectly fine. Finally the wiring harness for the theater seats that was ordered and cancelled within weeks of it being ordered. And yet all these months we have been waiting for it to come in. The RIGHT wiring harness needs to be ordered and installed without keeping our motorhome for weeks.

  

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/20) */ Contact Name and Title: Larry M******* CEO Contact Phone: 407-656-6444 Contact Email: [email protected] I know that our service manager Tim B***** left voice mail messages for both **** and **** as well as sent an email to them. The content of that email is below: Mr. & Mrs.******, I'm sorry it's taken so long to resolve your issues. Please bear with us just a short bit longer as we are working to resolve your few remaining problems. As I mentioned in the phone message, we have the hood hinge and wire harness for the recliner here. I have requested that Forest River allow us to replace the vinyl flooring complete. I have also passed along the request that Forest River offer an extension of your RV warranty. I will keep you posted on those items. With the water heater we will need to address it once again while we have it here. I know it was turned on and operated for several days last visit with no fault light appearing. What I don't know is if a demand was placed on the water heater by running water out of the faucet during that time beyond initial start-up. I will follow up with it personally next time it's here to make sure we run it through all the paces. I will be out of the office till next Tuesday. If I receive an update from Forest River before then, I will pass it along. I believe **** has my cell number in his phone already from our interactions before you took delivery of the RV, if not, it's listed below. Always feel free to give me a call if you are in need of anything else, Thanks Much, I also got an in-depth account of what has transpired to you folks since you took delivery from your Service Advisor, Todd S******. Your complaint has merit however no one ever lied to you and your phone calls are not ignored. Forest River only authorized for us to have the flooring patched as is their normal routine. This repair never seems to satisfy the owner either. We also sublet this patch job to a flooring professional and if authorized, we will sublet the entire flooring replacement job. Please continue to communicate with Tim B***** and Todd S******. I also ask that you allow for us to make a service appointment to have the repairs that are pending completed as we are almost 2 months out until our next available appointment. That is one of the main issues that is causing you frustration. You always drop off the unit with no appointment and we have to fit it into our already full schedule. We try to accommodate you as best we can because that is just what we do with our customers but it never is as effective as it is when we have time to prepare for the appointment. Many times we ask for pictures, etc. of the failings so we can get prior factory authorization for the pending repairs. We can even order parts before the unit is on property for these repairs. Sorry for the issues but I promise there is light at the end of the tunnel.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/3/22, we were looking for a new RV. We looked at class C's and were told that not many come with two air conditioners as they are only wired 30 amp(most of the time). We were told buy our salesman ******* -that for what we needed (to travel to softball fields) two airs to stay cool and the ant of room needed, we should look at Class A. He showed us a rental coach that was not well taken care of and smelled horrible. I liked the size and lay out so he advised he had another rental coming in later in the month that was coming in with lower miles and would be in better condition. He ask that we put $2000.00 down to show that we were serious. Paper work showed non-refundable refund. I advised I wasnt comfortable with that until we actually saw the RV! So on the estimation paperwork he wrote "upon securing financial approval,smell and cleanliness refund to be given". We were notified the unit came in later in the week and we went to see the rv Saturday 4/10/22. The RV was: dirty, delaminating on the doors, refridge top of door broke, back air not working, sewage lid missing, cupholders missing by driver, steering column was defaced, back storage panel was broken, rim cover was missing from right rear rim, bedding was dirty, exterior paint on front was missing on multiple spots, flooring ripped by driver side, sliding doors missing from bunks, jacks on RV had a hard time working and battery was pulling/ showing low amps when started and 27455 miles on a 2022 RV! This was not what we were expecting, nor promised and did not want this abused, dirty coach! We asked for our deposit back as we were not able to secure the 22k that ***** asked to put down and was told "no" by the owners son-who is *****! This is shady business practice. DO NOT DO BUSINESS HERE!

  

  Business response

  05/27/2022

  Business Response /* (1000, 6, 2022/04/20) */ I apologize that you were forced to make an official complaint. I did ask that our Sales Manager in our Winter Garden location call you and refund your deposit immediately. If you never saw the unit before putting down a deposit then of course your money would be refundable, regardless of if the box was x'ed saying the deposit is non refundable. Please reach out to me if you have not been contacted as yet however James did say he left a voice mail for you folks per my request. After this has been done please consider continuing to shop with us as maybe one of our retired rental units are not ideal for you folks. We take trade in units all the time and maybe we can skinny up a deal on a new unit that is acceptable. Remember, anything that is titled as a 2020 or newer unit comes with our famous RV Warranty Forever at no charge to you, membership into the Priority RV Network at no charge to you and the ability to join our exclusive VIP Camping Club for a mere $50.00 annually. Trust me, this is our biggest benefit.. Consumer Response /* (3000, 8, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, but I wanted to advise-We have not received any communication/ voicemails from James or anyone with Giant Rec warehouse. Please let us know ASAP when charges will be credited back to our card. Business Response /* (4000, 12, 2022/05/03) */ James has left messages asking you to call him so we can perform the credit card refund. We do not keep credit card information so without communication we will not be able to comply. Apparently they have been playing phone tag.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a 2021 Forest River Cruise Lite. We saw the unit on the lot 7/5...bought it 7/14 and brought it home. 7/22 we experienced a torrential rain. Once the rain had stopped the pooling in the main window was discovered. Then we pulled down the shade to show water damage. 7/23 I contacted Will C******* to let him know that this unit had been sold to us damaged. I immediately documented the issue and emailed Will with photos of the damage. I was informed this would qualify under the warranty and spike with Rhett to schedule a drop off time for 7/31. The ding above the wheel well was covered by an extraneous warning sticker, that made no sense. So while detailing, my husband removed the sticker. When we looked at the exterior of the window, the buckle was discovered and lines up with the covered ding. It appears the factory had an incident that was not viewed as "damage." Water inside of an RV, countertop ripped and the other windows also leaking was due to an event prior to it arriving on your lot. 7/26 called and spoke to the service department to report this camper as damaged and need to get to the bottom of this. 7/31 was still the earliest time to drop the unit off for inspection and warranty work. 7/31 dropped off to Kim. Only the windows were in the computer. I explained that there is much more to this unit. She told me an investigation and photos would be taken and I should expect a phone call. 8/9 I still had not heard from Kim, nor anyone at Giant Recreation World. It has now been 8 months and 11 days and nothing is done. Again, I signed the contract under the premise I was buying a new unit. Now I have given you the money to fix a unit that should have been looked at closer, not left to the customer to discover after getting it home and just having to bring it back to sit and wait. This needs an immediate resolution.

  

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/04/11) */ I apologize that your experience to date has not met expectations. All issues reported have been submitted and subsequently approved by the manufacturer, Forest River. Some of the items have been repaired while others are waiting for special order parts to arrive. Back in August you had correspondence with Kim S**** who you emailed back and forth with. Then you were notified what parts were on order but that the unit was usable and urged you to enjoy it until the parts arrive. I also wanted to address the damage you are referring to. The decal covering a small dent in the aluminum siding was authorized by Forest River and has been replaced under the factory warranty. RV's are made my hand and not one of them are perfect. There was nothing noted at the time of delivery where you folds were given a customer orientation. The "We Owe" form is also blank as nothing was addressed during the walk through. We have several procedures in place to address any items and unfortunatey nothing stood out as out of the ordinary. The water stained shade could have occurred by the window being left open on our lot. There is no better person to identify any items than the new owner who is sitting in the rig during rainstorms and using it day to day. Our pre-delivery inspection is thorough but admittedly focuses on functionality and not cosmetic items unless they are obvious. Your unit is still available to be picked up and enjoyed. Please notify us if you plan on picking it up so that we can give it a quick run through, charge the batteries and make sure it is in operating order. We as the dealer are not able to simply replace units once a deal is delivered and normally our customers don't expect for us to. The Manufacturer is the only entity that is able to provide such a request and normally that is determined by a court of law or though legal. We are committed to performing any and all approved manufacturers warranty items that come up. I do have copies of the items referred to above like the walk through sheet and the WE-OWE if needed. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Below you will find the ONLY correspondence I have received from Kim and your service department regarding my NEW unit. Please note that she mentioned 2 to 6 weeks for parts - as I write this, it has been 8 and a half months. Also, I have read the correspondence carefully. No mention of come use your camper. Silence for 8 and a half months. And again, this punch list took 2 weeks to obtain after dropping off the unit after discovering water inside with the closed windows after a hard rain. The punch list confirmed a damaged window. You practice deceptive tactics to avoid putting your customer and their experience first. You make claims and then try to change your story. I want a new camper that I paid for, or my money back. Business Response /* (4000, 9, 2022/04/21) */ In the email that Kim sent you and that you included in your attachment it plainly says that the trailer is usable. It was written right after the blurb about parts taking 2-6 weeks to receive. That estimation was incorrect as to date the Countertop is still pending however we did get notified that it was received by Forest River. We are waiting for a tracking number before contacting you about that. Hopefully when it arrives finally it will not be damaged and will be the proper part. The fender skirt however is still pending. Both these items do not inhibit the use and enjoyment of your RV so you can officially pick it up and use it until all parts are received. We would need notification of when you want to come and get it so we can make sure that it is travel ready, that the battery is charged up and it is cleaned again inside and out. There are other things that the manufacturer may agree to like extending your warranty period for a time to make up for some of the down time but that would be up to Forest River to approve. Consumer Response /* (4200, 11, 2022/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, why am I waiting 9 months for a camper you sold me as new? Does this make any sense? If you had inspected and cleaned the camper that you charged us for, you would know that the camper is unacceptable to be sold as new. Then you play games with us for almost a year? Are you kidding me? Why would I pick up a "USABLE CAMPER" when I purchased a new one? Look at the pics of this "NEW" camper, and explain why I have had to go through a nightmare with you over your low standards? There's 100's of horrible reviews on the internet that have the same type of complaints. Business Response /* (4000, 17, 2022/05/13) */ I am committed to coming to an amicable agreement. Giant Recreation World did not sell you a knowingly damaged vehicle. Giant Recreation World did not install a sticker over the screwhead sized ding in the aluminum siding located above the fender skirt. Forest River approved this repair under its factory warranty which doesn't cover dings or damage. That alone tells me that there may have been an incident that now one other than the manufacturer is aware of. The depression in the upper window frame above this small ding didn't show any scratching, etc. and because these windows are installed using an internal clamp ring that is cinched up with screws the window frame can become distorted. It could have also been damaged during this possible incident that we nor you are aware of. Giant Recreation World pays a service technician to do the initial inspection when we receive new unit deliveries from the factory. Your unit was shipped to us by the Forest River Transportation partner they use by "haul and tow". We thoroughly inspect units before delivering them to our customers. We want all our customers to have a good experience while out using their new RV. With all of this said, your issues still existed and yes, it has taken too long to rectify all the specific items you listed originally. There are other factors I want to communicate. Rhett, who was your original service advisor left us late August. Normally the original service advisor is the one who stays in touch with all customers they wrote up to guide them along the process. You and your pending repairs fell through the cracks this created. The supplies shortage is still effecting us greatly. I don't know if things will ever return to normal but event hen things were never perfect. We are in this together. All that said, if I were to reimburse your folks for 8-months of payments that you made while patiently waiting or the repairs to be completed, would that satisfy you enough to pick up your trailer until all remaining parts are received so it can be brought back and completed quickly? There of course is always the possibility for new items to be discovered buy your unit is still under factory warranty so they can be attacked and ran through the proper channels should the need arise. As I said, we are in this together and I can only hope that you folks find this offer fair and above board. Your demand for a replacement unit can only be fulfilled by the manufacturer of the unit. There are several reason that is the case, firstly the unit you purchased is now titled to you. This makes it officially a used unit. Also, the factory warranty is not transferrable. That makes it no longer worth the same as when it was untitled. Couple that with your unit being a 2021, there are no longer any new 2021 units matching your specifications available. Only 2022's and soon 2023's. All of which cost more than your did originally. Please accept this as a more than fair compromise and we can all move on. Consumer Response /* (4200, 19, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your further attempt to rectify this matter with the BBB is appreciated, but the deceitful business practices of Giant Recreation World appear to be the result of the Leadership. When I reached out to you personally on August 10th, 2021 you had Kim reach out to me. So when I would call the service department or even communicate with my salesman, I continued to get the runaround. I did not slip through the cracks, you failed to follow up and communicate. You had already shared with me in August of 2021 all the challenges of changes in employees. Kim has been the only communication I have received and that communication came only after my husband posted this complaint with the BBB. Your offer to rectify this matter was discovered on Monday, May 16th after I - the customer - had already received an email from Kim that the unit was ready for pick up on May 12th. There was no communication to your customer, no email to your customer, no note for when I picked it up to offer me even an apology...only a repetitive attempt to make your company look appealing to the BBB complaint. Now to the unit I picked up on May 12th and your deceptive practices. In emails and on the service records you indicated replacing the window, when all you did was add caulk and use a rubber mallet to hammer out the buckle. All you have to do is look at the moulding on the window. If I told a customer the window was replaced, I would have made sure myself that pictures were taken and the customer is not being deceived. You allude to the window and speak of it as if it were only repaired, yet again communication and service record shows replaced. Next, you shared that the awning cover scratch was repaired. If the images are of a reputable repair, then why does it look worse after the work? In no way have I ever felt as though there were a team trying to help resolve this issue. I personally reached out to the CEO for a reason, you make all the final decisions regarding your business practices. I have an extended warranty that was purchased through your dealership, but now I see that work you do is not honest. How do we reach an amicable agreement when I have received service such as this? How can someone that tried to be patient accept nothing but words in return? How can a customer get the same level of attention that you give to the BBB complaints? Ten months to replace a countertop, siding, and a fender is unacceptable even with a part shortage. Business Response /* (4000, 24, 2022/06/01) */ I emailed you back on August 11th stating that I received your email along with the attached photo's, etc. I included my brother ************, our Corporate Service Director and our Palm Bay Service Manager Will A******* stating that they would have someone reach out to you. I do not handle the day to day operations of any one department or any one of our locations. Here is a copy of that email. Good morning Danine, I got your email above and as you can see I am including our Palm Bay service manager Will and my brother ************ who is our corporate Service Director. I am sure by doing so you will receive a phone call with a game plan. It is true that there are some people out due to the new Covid strain so we are doing the best we can to accommodate the volume of service work we are facing. Receiving parts in a timely manner is also an issue but hopefully this too shall pass. Because I don't run the day to day op's I allow things to go through the process. It is never fun to hear that something that you just purchased new has problems. All customers want to get to me but I am not the right guy. All our support teams and department heads do check with me if an issue is beyond their ability to take through the process. Also, you are not unique in requesting a full refund or a replacement RV. That as I have said must come from the Manufacturer of that unit and normally it requires legal to be involved. We in no way have been deceitful. When Kim S**** reached out to you, it was under the guidance of her immediate supervisors, Joe and Will, not mine. Again, things were going through the proper channels and process was being followed. I do not deny that it has taken an extraordinarily long amount of time to get the parts and that is the reason that I offered to reimburse to you the amount of 8 months of payments you made while waiting for everything to be completed. Your window was in fact replace and I will supply the pictures to back this up. I will also include Kim's email response to my question about the status and how to respond to you. I take it upon myself to personally answer all customer complaints via BBB or Google or any other forum that is reputable. It keeps me on the pulse of the customer satisfaction index, etc. and also identifies areas that need to be trained or processes that need to be tightened up. I am going to include your WE OWE sheet that shows nothing was listed after your customer walk through. I am also attaching the picture of the awning arm that was scratched. We buffed it out as best as we can. The plastic cover on the top corner of the awning that was damaged most likely when you admittedly damaged the drain spout and scratched the awning arm was never listed for replacement on our work orders, we simply offered to buff them out and make them look better. We also replaced the drain spout at no charge in addition to buffing out the damage we didn't cause. Kim did her job and kept administering your repairs through your pick up of the unit per your last response. She was simply following her process. I always have to rely on third party information, notes written and attached to work orders, etc. so some specific details may be incorrect. It is for this reason that I allow things to go through proper channels, etc. At this point Giant Recreation World is not willing to change our position. Please let us know if remitting those 8 months of payments is acceptable as placation to the time it took to complete your repairs. I will then instruct the proper department to cut a check to your lienholder and remit it. We can ask that it be applied to your principle or prepayment for the next several months of payments. Consumer Response /* (4200, 26, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) You play games on here, but you won't in court! My wife is a scholar, a gifted teacher, and an asset to the community! You are nothing more than a ****************! If you don't oversee the day-to-day operations of your business, then why are you making statements on here you know nothing about? You still haven't made the repairs! I have a damaged piece of garbage in my driveway! Why are there hundreds of reviews all over the internet that say the same thing? Misrepresenting a damaged product as new is a crime, and it's time for you to face justice! My wife sued Forest River months ago, now it's your turn! SEE YOU IN COURT ****...

*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. ↩