ComplaintsforGiant Recreation World

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my RV from The Winter Gardens location, I also bought the extra protective coating package. I live closer to The Palm Bay location. I bought my RV in August of 2021, didn't get my appointment to apply the coating and fix a few other small items that had issues until October, the location in Palm Bay has had my RV since then. While it was in their possession, a maintenance worker damaged my RV running it into a building damaging my roof. They patched the damage took picture before I could see the actual damage. They ordered a new roof membrane and it came in damaged. I have asked them to take the RV back since it's not new now and since then I have been paying the RV and storage payments for 7 months and only physically had it about 2 months. Now even with a repair there are no guarantees whenever they do fix it that It will not leak or have issues. I paid for a brand new RV, now it will be a damaged repaired RV if and whenever they fix it. The managers don't want to reply or call me. I reached out the the CEO's family who are the managers the *********. No reply. At this point I don't even want it anymore. I have paid over 700 a month and not even had an RV! I'm also a retired Marine.

  

  Business response

  04/15/2022

  Business Response /* (1000, 5, 2022/03/15) */ Contact Name and Title: Larry ******** CEO Contact Phone: XXX-XXX-XXXX Contact Email: *****@grwrv.com Mr. ******, I thank you for your service sir. Unfortunately it is true that our Palm Bay location did damage the roof membrane inadvertently while it was in our possession. That said, we are owning that and replacing the membrane per manufacturers specs. This repair in no way will inhibit the value of your unit nor will it effect your manufacturers warranty at all. What it does do is to restart the clock so to speak so you don't have to do the annual roof scrape and reseal as per the owners manual based on the date of manufacture but rather the date our repair is completed. We are a factory authorized repair center and have certified repair people. Not only that but we also stand behind our work. I also wanted you to know that once the repair is completed I will assess the amount of time that you were unable to utilize your rig due to something that was our fault. I will also put a monetary value to that down time that I am sure will be acceptable to you. I apologize for any inconvenience this may have caused but I promise it will be completed shortly. I also wanted you to know that I have seen the photographic evidence that no interior damage has occured to the structure of your unit, only the membrane material so that is a positive thing. CEO Larry.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a travel Trailer in Nevember, 2021. It became evident quickly that Giant Recreation World did not sell me the 2022 New Forest River Salem (31KQBTS) travel trailer in new condition. It was sold poorly constructed with severe damage. I returned it to their facilities as quickly as I could, about 3 weeks. Forest River Salem informed me that all dealers including Giant Recreation World set their sales prices once trailers are acquired from them and this matter must be handled by the dealer. The total is 47K+ some. The Giant Recreation World team had no excuse to believe it wasn't damaged before selling. They had 48 hours to fully inspect it before releasing it to me. This is what I was told would be done but there were multiple significant findings that proved the contrary. Larry, the CEO of Giant Recreation World communicated to me that they will pay off the remaining loan of approximately $31,500 if I would return the trailer. So he is telling me I am to absorb the down payment I made of $16,000. This is his stance while still acknowledging I only had the trailer in my possession for about 3 weeks; there-within many problems were identified, as I already noted and discussed with them. I understand warranty covers those things. But this major roof repair will not restore the trailer to the new condition as intended from the manufacturer. Giant Recreation World has currently had the trailer since 12/22/21. I was told their warranty procedures would be followed and the necessary repairs would be made. I am not rest assured as it is still at their facilities now going on 9 weeks. I have not seen it since the day I dropped it off and it bewilders me that they are communicating I am responsible to pay the 16k during the brief time it was in my possession, needless to say but during which was quite miserable. I have asked the CEO to relate and sympathize with my family and to handle this matter. We are due a refund in full. He has not relied. Please see attached.

  

  Business response

  04/22/2022

  Business Response /* (1000, 5, 2022/03/09) */ Contact Name and Title: Larry ******** CEO Contact Phone: XXX-XXX-XXXX Contact Email: *****@grwrv.com I sympathize with the *****'s situation and have had correspondence with Timothy directly. I did inform him that the RV he purchased from us was new, never titled and after he made his purchase that changed. It was titled to him thus it is officially a used unit now. He was informed from representatives of Giant Recreation World and Forest River both that his issues would be taken care of under the normal policies and procedures as directed by the RV Manufacturer. I offered to purchase the unit back from Mr. ***** for the current NADA Used RV Value. He refused that option. I did remind him that the warranty he has from Forest River is not transferrable to the 2nd owner and it is not worth the same money it was to us before he purchased it. Mr. *****'s unit is complete pending a couple parts that are yet to be received. These parts do not inhibit the use and enjoyment of the unit however and he was informed of such around the end of February. Giant Recreation World followed the proper procedures as set fourth by the manufacturer, Forest River. The repairs we performed meet or exceed manufacturers specks. I am going to include a coup of the signed purchase agreement, release of liability form and a copy of the signed walk through orientation form. The purchase agreement plainly shows the unit is sold as new, the liability form shows that we informed the customer that Giant Recreation World does not offer in park service, that they will only work on RV's at their brick and mortar locations. The walk through sheet shows that all systems and the unit was demonstrated to the customer prior to them taking physical delivery. It even lists some defects identified during this demonstration that needed to be addressed. The Shade is one of the pending items we are still waiting for replacement parts to complete their list of concerns. There was damage caused by drawers being caught by the slide out that are also ordered. As said, nothing that will inhibit the use of the unit. I will up our offer to purchase the unit from the *****'s for a total of $35,000.00. This will be payable to their lienholder for their payoff and the balance to the *****'s. The NADA value has risen since my last offer to them. We will also be willing to reimburse the *****'s for their B&B stay hey had to pay while the unit was being repaired as well as the monthly payments they paid while the unit was being repaired. Consumer Response /* (3000, 7, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Larry is directing attention to the fact it is titled and now used. He is holding this for reason not to return the value we paid for it. He brings up current NADA value. It must be recognized I am not returning it at today's value, I had it for about 3 weeks and this was only because they could not get me service sooner. I returned it to them 3 months ago in December, 2021. The value owed is the value they charged me at time of sale and now other related costs. The bottom line is, it would not be a titled used trailer if the Giant Recreation World team members did what they said would be done; and indeed, did fully inspect the trailer for defects and functional issues. It would not have been purchased and titled under my name if there had been full transparency and if proper inspection procedures were followed. Important information on the condition was either withheld to save on their repair costs or simply passed over to make the sale. The current NADA Used RV Value has no pertinence to this matter, neither does the fact warranty on the trailer from Forest River is none transferrable to a 2nd owner. The decision they make with the trailer once they have settled this and cared for my family is not the subject. This was a purchase under false pretenses. There is deception and trickery involved here and I expect likely Larry is not even aware as he seemed far detached from this direct sale. A Walk Through Specialist should know to be thorough. It seems to me the AC would be a main point to cover. As the buyer, with my mind on all sorts of things about to make a large purchase, it is the purpose of the walk through for these things to be "walked through". But the gentleman, Forrest, did not even turn on the AC. Later it was found the wiring was not even completed from the manufacturer confirming they did not do the 48 hour inspection. Also he did not direct us to the roof to look it over during the walk through, which would also have confirmed they did not inspect that either during that 48 hour period. I do recall signing the agreements in which Larry refers and has attached. I did read the items over. Yes, the trailer was demonstrated to an extent, however, many important components were not inspected or reviewed with me. When I saw the items listed and signatures needed that night for it to be released to me I was not compelled to go back out at closing time in the dark to review the items missed while the financial manager was waiting to get home. After all, they gave me further assurance by signing off on the purchase agreements themselves. Once again, I also previously just had been told they took a 48 hour period to triple check over the trailer to ensure it was in full functional order and had no defects besides that which we had already noted. Turns out this was not the case. But they did sign these forms. This is incredibly deceptive! I was relying on their leadership through the transaction as it was my first recreational trailer purchase, while I'm sure they have done hundreds if not thousands of these transactions. Within 72 hours post purchase, evidence was found indicating the trailer had issues and was not fully tested and demonstrated as promised and confirmed by their signatures; within a couple days I became aware that their signatures on the purchasing agreements meant very little and I should not have followed suit. Forrest did not get a ladder and encourage us both to check the roof decking at the walk. As the professional this was his responsibility. If I had seen the loose decking and missing gaskets, bad seals on roof top, etc., this again, would have quickly directed me away from the purchase. It would have been that point in time where I would have been urgently forced to secure an AirBnB for my family. In retrospect, there was reason he may have not looked over the trailer roof deck with me. Management could have known and told him to avoid it; it is likely handling repairs through warranty can save them internal costs through the channels of manufacturer coverages. He told me he had done over a hundred "walks". Typically, that is something one with his job title and experience would have gone over and then discussed maintenance and care for the roof. They would have lost the sale. There is no assurance I have that the repairs they say were made were done to meet manufacturer specs. Once the 3rd party repair company completed the AC wiring back in December, upon it turning on, wood chippings and debris blew out of the vents. This would not have happened if it had already been run and tested previously but that is beside the point since it was discovered the manufacturer had not even finished wiring it. They told me back then, before purchase, that all was in working order. That was a false statement. Also, due to leaks, mold spores and mildew growth within the walls caused my family illness that first week of staying in it. They have had it in shop going on 11 weeks now, still to this day, this continues to be ignored and nothing of remediation has been communicated. As a husband and a father to my three young children, I was purchasing this to secure a place for us to stay during our house transition and to allow us a family adventure. In maybe a year or two I planned to sell with reasonable use and then I would accept a reasonable depreciated used value. Making this purchase would have allowed us to save costs on renting a home - this was a major deciding factor for me. In Larry's words, "it was titled to him thus it is officially a used unit now." In other words, "we connived you into signing-and have all your money-we have no sense of responsibility or remorse-now it's titled-that is your loss." It is important to note this is not the fault of my family and should not be a financial burden on me; the value deduction for it being Titled and Used is a subsequent result of Giant Recreation World business practice negligence. This is certainly a lack of ordinary care. If any participating party in this transaction should have responsibility or take a loss of any kind, it should not be my innocent family. As a responsible(?) business, Giant Recreation World needs to take ownership, the business made a mistake by not inspecting the trailer thoroughly and not finding these issues. They did not provide seller disclosures. (I know there are no disclosures on new trailers. The point is, it just would not have sold - and GRW knew that). If they had done their due diligence and not pushed the sale the trailer would not have been titled and they still would have an untitled trailer in need of repairs. But by decisions they chose, they have a titled trailer in need of repairs which they need to refund us on. The Forest River Salem ******* can remain on the Palm Bay Giant Recreation World property for them to do as they plan. Larry's new offer does not cover our losses. Further funds are due. Below are the related costs to this ordeal. These expenses need returned to us and GRW can regain ownership of the trailer. > $16,000 Deposit > $190.00 AC Repair out of pocket > $761.03 M&T loan payments made to date > $2,300 AirBnb Cost (12/22/21 - 02/09/22) > $31,382.18 M&T Loan Remaining > $50,633.21 TOTAL If this cannot be resolved through the Better Business Bureau my next step is to contact the Citizen Services with the Florida State Attorney General in Tallahassee. I would like to have confidence we can have resolution here and now. This is fraudulent and requires immediate corrective action. Business Response /* (4000, 9, 2022/03/18) */ Mr. *****, it is very unfortunate that your unit had problems. You have asked us here at Giant Recreation World several times to turn back the clock and make it like you never purchased the unit. We are not going to do so. You have asked the factory the same thing, they also are not going to do that. What the factory is doing is honoring their manufacturers warranty. What we are doing is performing repairs as authorized by the manufacturer. Our service department has completed what could be done, inspected for any internal water intrusion damage and have not found any that was not addressed already. You have buyers remorse. You own the trailer so come and pick it up. We are not a storage facility. If you feel the unit is a lemon, then you need to take that up with the Manufacturer. Giant Recreation World did not build it, Forest River did. It is true that initially they were not willing to allow us to replace the entire roof membrane but after we, I mean by you and us combined telling them it was unacceptable not do replace both the membrane and the wood backer, they agreed and approved it as they should have initially. You know what we as a dealer are willing to do for you, we may even be willing to reimburse you for some of the expenses you had to pay due to the down time of the rig but you are not accepting anything but a full reset of the clock which is impossible. Forest River may be willing to chip in some as well but I can't speak for them. Sales Tax, Dealer Fees, Pre costs, supplies, taxes, detailing, tag and title, weight distribution hitch setup, brake control and wiring plus any dealer profit we experienced are all not going to be refunded by us, the dealer alone. RV's are man made and have issues. The Manufacturers warranty is there to protect the customer. The dealer is there to perform repairs as authorized by the manufacturer at manufacturer specs. In a nutshell, that is what has transpired. We will continue to perform repairs as authorized from the Manufacturer but again you need to come and get your unit. Let us know when you plan on doing so and we will make sure it is camping ready and charge the batteries, top off the LP tanks, fire up the appliances and make sure your future use is not more disappointment. Consumer Response /* (4200, 11, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable. Your response does not represent a company who takes responsibility. Also for clarification, your accusation is dreadfully wrong. The definition of remorse is to have deep regret or guilt for a wrong committed. My family has committed no wrong and for you to suggest the contrary is incomprehensible. There is no way we could have known of your future negligence and this lack of professionalism we would receive from Giant Recreation World. We are taking legal action. Business Response /* (4000, 15, 2022/04/11) */ I will reiterate my previous rebuttal. Giant Recreation World did not build your unit, Forest River is the Manufacturer. I would direct your correspondences to them as well as any legal action you feel is looming.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 23 2021 took trailer for repairs. Within 4 months of calling and visits told waiting on parts. Oct. 2021 told lost paperwork in files and not ordered part due to service manager was let go. Now warranty lapsed to GRW error and after requesting updates and multiple calls to Will new manager, we are still told waiting to order parts and no work done. Our Geico insurance approved on july 1 and again contacted approval to fix with no work or satisfaction. I want replacement trailer from GRW.

  

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/15) */ Contact Name and Title: Larry ******** CEO Contact Phone: XXX-XXX-XXXX Contact Email: *****@grwrv.com After investigating this complaint, I found that the ball was in fact dropped in getting the repairs completed promptly. Our new Service Manager, Will is doing a great job picking up the pieces. After our conversation he put this repair at the front of the line and said we should be completed within a 10-15 day mark. I have also attached his Warranty Forever status showing that his coverage never lapsed due to it being in the shop getting other work done and also getting his annual required inspection performed. Too much time has elapsed however so I am going to perform this service free of charge to Mr. ******. I will also do a couple other things for him when he picks up his unit once he deems the repairs are acceptable. Replacement of his unit is unrealistic because it is a 2017 year model unit that he purchased from us new but we are at fault to a point and Giant Recreation World always tries to do what is right by its customers.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchases a brand new 2021 Coachmen Sportscoach 365 RB from Giant Rec World in Winter Garden Florida. Since owning the coach it has been on their lot for service 4 of the 10 months in owning. Purchased on Feb. 26th. We notified them on March 6th for 24 order items that needed to be fixed. When picked unit up wtih 7 items fixed after having it in repair for several months, Then returned unit as parts were in and to be fixed. November 3rd the unit was back in for the 17 service items that were not done previously. In addition to a generator that would not work while traveling, still a bathroom leak that was causing floor board and floor damage, and a huge issue with wiring of fridge that could of caused an rv fire. We checked in on unit on January 5th for pick up. Service was closed. We walked outside of the unit to see that all outside repairs were not done. This is absolutelely rididclous that the rv that is brand new is not being serviced. We have asked for the issues to be repaired and continue to get the run around. This unit was brand new with warranty that was purchased.

  

  Business response

  03/10/2022

  Business Response /* (1000, 10, 2022/02/09) */ The latest information I have been able to get is that the part that was ordered for the generator repair is no longer available and since we have obtained authorization to replace the entire generator. We ordered it and the ETA supplied to us by Cummins was 2/17. There are also a few other items that are still on order but unlike the generator they will not impede the use of the RV. Jordan, your service advisor has been out of work due to personnel reasons but he was due back this past Monday. I will ask him to once again contact you to give you an up to the minute on the progress of the repairs and the ETA for the pending items that have been ordered. I also promise to request help from the Manufacturer once all the work is done and there are no other pending items needed to complete the list of repairs. The Parts shortages, Covid issues etc. have effected you more than most by causing so much time to complete these repairs. Jorden did tell me that he contacted you folks after we received this BBB complaint and I can only hope that he notified you as things happened. CEO Larry.

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