ComplaintsforGreat American RV Superstores

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased brand new 2022 Jayco Travel Trailer 284BHOK on September 16, 2022, and was told the stabilizer jacks needed to be repaired prior to sale. However, I've owned this trailer for 11 months and it has been under repair for stabilizer jacks and other gripes almost 9 months (7 months consecutive for stabilizer jacks). I have tried multiple ***es to resolve my issues with Great American RV Superstore and Jayco with no resolution to my satisfaction. I honestly believe my issue is covered under Alabama Lemon Law.

  Business response

  09/01/2023

  Mr. ******* purchased his recreational vehicle from our Huntsville, AL store on August 24, 2022.  He returned the unit for service on September 16, 2022, and we replaced a control board that operated a slide, reattached lose trim, replaced tail lights and a curbside camera, and realigned a drawer.  It was noted his jacks were not working but he picked up the unit on September 30, 2022.   The unit has not been back for service at a Great American RV facility since, but we understand he was seeking service at another Jayco service center nearer his home in Tennessee.  He did stay in touch with our customer service department through May of 2023, and in the last communication he indicated he was out of town and would go by Home Depot the next week to get the prices for some materials he needed for the unit.  We have not heard back from him since.  We know that he was also in contact with ****** **** of Jayco (the manufacture) directly regarding issues he was having.  If the jacks are still a problem, he can contact **** ******* at ************** or **** *****r at ****************. or ***** ***** at **************** and we will assist as best we can.

  Business response

  09/20/2023

  Great American RV Superstores (Great American RV) thanks Mr. ******* for his latest reply.   As noted by his ***eline, since the initial purchase of the Jayco unit from our Huntsville, AL store, Mr. ******* has had the unit serviced or repaired at another non-Great American RV dealership, which is an authorized Jayco service center.   Great American RV is not in a position to buy-back Mr. ********* unit without first being given the opportunity to repair his unit.  As stated in Great American RV's original response, there are three different persons at Great American RV that he can reach out to schedule an appointment or address his concerns.  Great American RV would also suggest that he continue to contact Jayco directly for ongoing issues if he cannot bring the unit back to a Great American RV store for service.

  Customer response

  09/22/2023

  
  Complaint: 20536480
  
  I am rejecting this response because: I was requesting a replacement or refund, with legi***ate reaons for my request. Unfortunately we can't come to agreement.  I'll have my attorney file paperwork with the courts and hopefully the legal system will be in my favor.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a camper in February 2023. Was told that if I purchased extra insurance (over $5000) I would have a mobile tech for any issues needed fixed. As soon as we got the camper come, after the first rain, the camper flooded. I immediately called the store and talked to service hoping to get it fixed. They said they had no mobile techs and to “deal with the problem myself”. Called several times after that with no help. About a month later received a call from a manager, saying that the manager that I had spoke with before had been fired for giving people similar advice, but still had no advice to be able to help me. Had to continually call reporting leaks and finally got my camper to them to be fixed. They have had my camper for 2 months now and have not fixed a single thing. The service is absolutely terrible and I have lost thousands of dollars due to their negligence. I am not the only, and will not be the last person to have similar problems with this location.

  Business response

  07/28/2023

  We apologize for the circumnutates the customer is facing. The Customer did purchased an extended warranty with mobile service reimbursement, but a repair of this size would need to be done at a RV repair facility. Great American RV does not provide mobile service but we offer extended service contracts that allow customers to obtain fee and loss items due to failures when camping. This RV is also still within manufacturer warranty. The customer dropped off without a scheduled service appointment on 6/10, our shops are by appointment only so we can assist all our customer and flow work through the shop, we accepted this one as an emergency due to the circumnutates of the customer needs. We did work the customers RV into the shop for diagnose at the end of June and submitted to the manufacturer for coverage on 7/6. Keystone need more information provided and we obtained the proper authorization on 7/28 to repair the RV back to MFG specification. We will order the parts necessary to repair the water damaged front pass through compartment and bed area of the RV. This will eliminate the customer fear of possible mold and mildew growth as any damaged items will be replaced. Great American RV will continue to work with the manufacturer on the warranty repair process. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2022 Dutchman Yukon. Had problems from the first hook up. After a few months, a couple services and still having issues. I took the camper April 2022 to Great American Beaux ***dge for warranty work. Until my warranty was up in November they refused to talk to me about what was being repaired or not being repaired on my camper. Then after a year and 2 months of them having it. While i was paying for it and storage fees. they returned it in worse shape with no warranty and nothing fixed. They waited to tell me the damage from the tire blow out wasn’t covered and not being fixed. 90% of problems happens in the first months of having camper. Pictures: All the water damage is from first hook up all water fitting were leaking. We fixed all but the one we couldn’t find where it was coming from. Either could they. It was from the hot water heater, causing the kitchen cabinets to fill with water, Bathroom counter top coming apart(they glued back down), awning leaking from screw hole while installing, door laminate coming off, and the oven chipping from first use. ***** told me it would be a pain to replace and asked if I’d accept a marker to paint over the chips. He also told me that no matter what the laminate on the door will keep happening even if he replaced them. I know 20 year old campers, cheaper, that doesn’t look like my Covid junk. These are all just a few problems. A year of them having the camper, window seals are coming apart, did not clean or wash after “working” on it. The front door had to be pried open and they took a hammer to to fix it and the lights now won’t stop flickering and coming on when they want. Response from Dutchman is 100% a lie. They can refer to my phone calls directly to them on March 23 ,2022 and August 29 ,2022. Everyone at GAR refused to tell me anything about my Rv. There is so much more to all of this. They never even tried to fix or make it right even after admitting they were wrong and all lied. All on video.

  Business response

  07/04/2023

  All work from previous work orders that were approved by the manufacturer or insurance have been completed. The customer was promised replacement of stiles near the kitchen sink, and two blinds in the slide room near the entry door. These items have been ordered and the customer will be notified when they arrive.

  Customer response

  07/05/2023

  
  Complaint: 20243383
  
  I am rejecting this response because: My kitchen is falling apart because of leaks your shop couldn't fix after 3 times and refuse to fix the rotting wood properly. All the tape you put on the wood to fix it will not work. Oven is still damaged and no a marker is not acceptable for fixing it, my window seals are popping out from you keeping my camper for over a year, door not closing properly even after you took a hammer to it, the lights are still flickering.They weren’t before we dropped it off and you knew that and said it was your connection. You are aware of this and aren’t fixing it.  I dont have a warrenty and these started after I picked it up from you. you kept my camper the entire warrenty and gave it back in worse condition. I have on video ***** and ***** (both managers) admitting all the faults and warranty damage yet they are still not trying to fix anything. I am still waiting on my rim and a few other things but again they are refusing to speak to me and my husband. We have called and text multiple times about issues we are still having. I’m worried for my safety at night due to the electrical problems. What about all the money I had to pay for storage and a camper I didn’t have for over a year because they refused to communicate and kept my camper until the warranty was up. 
  
  Sincerely,
  
  ******** *****

  Business response

  07/06/2023

  Please provide the phone numbers that you have been calling and texting.

  Is this recreational vehicle being used for recreational purposes or full time dwelling?

  Customer response

  07/06/2023

  
  Complaint: 20243383
  
  I am rejecting this response because:
  The number we have called ** ***** ********

  the Number texting +* ***** ********

  and as for our camper. We told your sales man that we were looking for a camper to live in because we work and live on the road. You tell me what you sold me. Is this why your sales man was yelling “ am I eating steak or chicken” after he sold us the camper? 

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

  Business response

  07/14/2023

  Remaining parts that were promised have been delivered. The customer can schedule a service appointment to have them installed, and have the other items listed within the complaint evaluated. A member of our service team will reach out to the customer to schedule the appointment at the number listed on this case. 

  Customer response

  07/17/2023

  
  Complaint: 20243383
  
  I am rejecting this response because: can you please answer my last question. 
  

  so I’m clear: you sold me my first home. I put everything I had into this camper. Had problems from the beginning so y’all took the camper, let the warranty run out, left me homeless for over a year and returned it in worse condition and no warranty and now telling me it’s not a camper I can live in. 
  

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

  Business response

  07/17/2023

  The attached Addendum to Purchase Agreement should explain any questions regarding recreational vs. residential use of the camper.
  
  Any consideration for extension of manufacturer warranty would need to be directed to Keystone RV at 866-425-4369. 

  From reviews of the customer's work orders it appears that concerns were reported at the end of December 2021 and warranty authorizations were received. The unit came into the shop in April of 2022 and repairs began approximately 2 weeks after. Our notes show difficulty reaching the customer between May and August of 2022, there are some texts and agreements of meetings and scheduled conversations. Text communication attempts between August 11, 2022 to November 16, 2022 were unanswered. There was communication between the customer's attorney and our team, but this also appears to have contributed to delays that lasted through December of 2022. Remaining and newly added repairs resumed and were completed in May of 2023. 

  At the time of pickup the customer was owed a rim, a stile, and a shade. The customer can schedule these items at her convenience. Any new concerns will be assessed as well. The customer can appeal to Keystone for items to be covered under warranty as goodwill, she can attempt to claim on insurance, or we can quote out of pocket price. We ask that the customer submit her schedule request through our online form at ************************************************/ so that Customer Support can monitor that she receives a call back and schedules successfully.

  Customer response

  07/21/2023

  
  Complaint: 20243383
  
   I am rejecting this response because:ALL LIES!!!
  Remember I had trouble even getting an appointment with GAR. I had to call Dutchman to get the appointment because y’all’s lack of interest in helping me from in April. Even when I showed up it was an arugment to help me. I don't know how I became such a problem.

  I also don't understand how you can sit here and lie and say GAR was communicating when that was my biggest complaint and why I hired an attorney.
   
  
  Here’s every phone call made.  
  
  4/13- 10am I called (6mins)
  4/13 – 1-:30 You called to confirm appt (6 mins)
  
  4/15 – 2:48: I called (1 min)
               2:50: I called (3 mins)
               2:54 I called (2 mins) This is the day I dropped it off
  
  
  4/16- I called (no answer) 
  4/18- 10:20 I called 
  4/20- 10:24 I called 
  4/26 -1:29 I called
  
  5/1 I picked up my stuff and food from the camper.
  At this point all they were saying is they are waiting on the manufacture. No news.
  
  5/19 3:44 I called (2 minutes)
  5/19 5:26 you called (2 minutes)
  6/6 10:13 I called 
         11:58 you called (2 minutes)
         12:00 you called (1 minute)
  6/23 5:51 I called 
  6/28 10:24 I called 
            10:25 I called
  7/29 9:01 I called
           6:38 you called
  8/1 I called 6 times
         6:59   
         7:01
         7:01
  7:05
  7:17
  
  8/2 you called (2 minutes)
  
  8/4 I called
  
  8/29 I called Dutchman and had a 33-minute conversation about how GAV isn’t telling me anything, refuses to talk to me and will not tell me what is or is not being done to my camper and what how horrible the camper was built.
  
  9/20 I called 12:45
                          1:44
  
  9/21 I called 12:42
  
  IM MISSING PHONE RECORDS FOR 9/28-10/28. AT&T IS IN THE PROCESS WITH THEIR LEGAL TEAM TO FIND THESE RECORDS.
  
  10/31 I called.
  In all these phone calls all I got was ‘we do not do business like this. Let me get familiar and I will call you back. 
   
  
  The beginning of October is when I contacted a lemon law lawyer ******* ****** because y’all were still refusing to communicate with me. He was sprewing the same lie and ***** agreed it was lies.
   **September is when I spoke with ***** and he got involved. 
  
  11/22 I called
  
  
  Went to look at the camper at the end of November. 
  
  
  Here’s the some Text. 
  
  4/15- you sent text saying you have the camper and y’all will update me via text.
  
  4/18 sent text saying it’s at Diag and still plugged in. (that was a lie) we were there and the camper had not been moved.
  
  4/18 you sent text claiming your guy looked at it, took pictures and submitted them to the manufacture.
  
  4/26 saying the RV Company possibly sending a QC rep to assess the damage. Saying it was a lot of small damage.
  
  4/29- you sent text saying Forrest was working on the camper to get to us to help with cost. (We were living in the camper at the time. We didn’t know you sold me a camper you can’t live in.)
  
  5/4 you sent update that there was no change.
  5/9 no change in status.
  5/12 being brought back for deeper diag
  
  5/16 unit is being worked on
  I asked about repairs being done.
  
  5/17 I spoke to the insurance company about what I should do. They said they needed to know if warranty is coving it.
  
  5/21 ***** sent text saying he would call
  5/24 said he left voicemail and would email me. No call no voicemail.
  
  I sent a text saying that this was all very stressful and that I was going to contact a lawyer because they refused to communicate with me. 
  
  5/27 ***** text saying he would call. No call
  6/6 someone was going to get familiar can call me. I sent a list of what was wrong with the camper. Maybe ***** 
  
  7/7 text saying they would call. No call
  
  6/13 text asking for email so they could email me a list of what they ordered. No email.
  
  7/29 text saying ***** will call. 
               I called then someone called back to say they would familiarize themselves and call me
      In all about 4 people told me they were sorry and would familiarize themselves with my case and call me back. No one ever did. EVER!
  
  8/11 texts saying parts are ordered.
  
  9/12 texts saying camper is almost ready
  10/27 texts asking for me to call for update. 
  
  At the end, ***** would give excuse after excuse why the camper wasn’t done when it was supposed to be. He would use the same lie more than once. The beginning of November is when he informed me that the camper was done and all they did was the nose and one piece of trim. Which ended up just being taped.
  
  So, after 7 months I had to file a claim with insurance to cover the tire blowout. Which was not the problem. My insurance was well aware of the blowout. They were waiting on GAR to communicate if it was being covered or not. The insurance guy went to look at the camper and told me that he agreed that it was a lot of warranty and spoke with ***** and *****. From what he told me is they told him that it was justified warranty but the problem was I no longer had a warranty. So he was going to see what they would do for me. 
  They added more tape and fixed a door I asked *** to order me back in January. 
  
  
  As you can tell from the text when we first dropped it off and at the end of the year. Same lies.
  
  It’s crazy how y’all agreed with me that there was a lot of small damage then you, the lawyer, and dutchman started to lie. I don’t understand what I ever did for you to hurt me in so many ways and not to stand behind your name and product. I lost my business, my dog (hit by a car due to where I had to move), I have gone into more debt due to living cost and storage fees and on top of that, I have a camper I can’t live in even though that’s why we were buying a camper. Not sure how you pulled that one off but you did apparently. Everyone knew why we wanted to buy the camper. Not one of your people said Hey, let’s look at other campers that are more of what you are looking for. This is not a livable camper.
  
  
  All I was asking for is the warranty damage to be repaired. I took the camper to your shop 3 times for water flooding. My fiancé found the leak from the hot water heater fittings. Instead, buying my first “Home” I had to pay for a camper I couldn’t use, storage fees that I’m still paying, and a camper I can’t live in or use because I’m afraid for my safety
  
  And after all you return my camper in worse shape than when I dropped it off.
  
  
  Sincerely,
  
  ******** *****

  Customer response

  07/22/2023

  I don’t have a valid warranty. They kept my camper the entire warranty. And refused to talk to me. It’s all feels intentional. The lawyer didn’t file on behalf like he was supposed to do. 
  this is one of the main reasons for you guy.I’m having trouble finding a lawyer because of that. The lawyer said I still had a case. 
  

  please don’t tell me you can’t help either :(

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a travel trailer (Grand Design, Imagine 2800 BH) from Great American RV (GARV) in Hammond, LA in June 2021. A major deciding factor of the purchase vs other competitor brands was a “Forever Warranty” accompanying the purchase of this travel trailer. Warranty requirements include an annual inspection. I brought the trailer to GARV-Hammond in April 2022 for the first annual inspection. The inspection was completed (I recently learned that GARV failed to submit the required documentation to NWAN - the Forever Warranty Provider. Note that GARV advised me they were doing this via text). In May 2023, I brought the trailer to GARV-Hammond for the second annual inspection. The inspection was completed and the documentation was sent to NWAN. Subsequently, I received an email from NWAN advising me the documentation for the 2021 inspection was not received and my Forever Warranty could be rescinded if it was not received. I then contacted GARV and they advised me they had a record of the April 2021 inspection but it appeared it was not sent to NWAN as they told me they would do. GARV also advised me that they would handle the issue with NWAN and resolve the matter for me (get the warranty restored). In June 2023 I was advised by GARV that NWAN had rejected their efforts to update my files and restore my Forever Warranty. GARV subsequently offered to Pay the Deductible for the Extended Warranty I purchased since they had made the error. While this was a nice gesture, it fails to take into account a few things: 1) My extended warranty expires in 4 years - after that I will have no protection in the absence of the Forever Warranty; 2) It does not account for my time and expense (I have to travel >90 minutes) to get the camper to GARV for the annual inspections and wait for several hours; 3) Monetary value of the forever warranty (I paid more for this unit vs. a similar competitor’s products I considered because of this warranty); 4) I paid $200 for each inspection.

  Business response

  07/04/2023

  Our records do not show a Lifetime Inspection requested or performed on the customer's work order that was opened in February of 2022. I do not see a work order opened in April, however the one from February was closed in April. The customer would have been able to review the work order lines at drop off and pickup. Scheduling the annual inspection is customer responsibility.  We did attempt to work with the Warranty Forever provider to get the customer reinstated, but were unable to get an exception or get the customer a new policy because we are no longer a Warranty Forever provider. We did offer to work with the customer going forward on his extended service contract and any claims that may arise on items that would have been covered by the Lifetime Warranty. 

  Customer response

  07/08/2023

  
  Complaint: 20212339
  
  I am rejecting this response because:
  GARV clearly indicates the inspection was done (this was the main reason i brought it in) as per the attached text from GARV and I’ve been told by phone subsequently that this is accurate but “for some reason” the documentation was not completed or filed by GARV. In addition since my purchase anniversary date was June and I was going to be out of town for June and July I requested and was approved by GARV to have the inspection done earlier in 2022. 

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased our RV through GARV and have owned it (Tiffin Red 33 AL) for year and eight months. It also has 12,926 miles on it, so yes, technically, it is barely out of the 1 year/12k mile bumper to bumper warranty. However my argument to this is .. It has been sitting in the Great American RVs service department (awaiting parts etc.) for probably eight months out of that time and it was purchased with 500 miles on it and I’ve driven back-and-forth between the service center and my home at least four times (and I live 75 miles away). The service department routinely has you make a very specific appointment date and time but then they won’t actually look at your unit for 2 to 3 to 4 weeks past when you drop it off. The appointment times make no sense and getting the required parts in is even worse. Just for a recent example, we dropped our unit off last year 29 October 2022. — I did not pick it up until 31 January 2023, and all the work still was not done because they couldn’t get the parts in. Some blame here also falls on Tiffin and this only one example. “Maybe the parts come in next week” … it just gets drawn out and in the mean time I loose utility of a $300k purchase. This last time, I had an “appointment” on 9 May 2023, it wasn’t looked at until 24 May 2023. I picked up my RV 12 June 2023 to move it to a different service center because nothing was happening to get it repaired at this shop. Communication this time was also very very poor. This past service call is when I hit my limit. I was told that our tankless water heater was broken and that the likely cause was from not winterizing it properly. This, therefore invalidates the Truma warranty (the maker of the water heater) which is two years. The GARV warranty department came back as denied because it was past the full warranty window and the Truma 2 year warranty also isn’t honored their because it’s freeze damage. I’m positive the freeze damage occurred during the time frame my unit was sitting on GARV’s service lot. I never had a chance to winterize it because it sat there during the worst of our cold spells. I do feel like there was an attempt to to winterize it at GARV but that it occurred too late in the season after the damage was already done. The water valves were open and the water tank was empty when I picked it up the beginning of Feb but no attempt to fill it or check their work was made until May when I then informed them that the water pump was still cavitated and noisy (previous service call) . I also keep the unit covered, in an RV barn and plugged into 50amp (temp set to 70) at my house. The service manager said they don’t cover “acts of god” and assumed no responsibility for it being broken whilein his possession. The water heater worked just fine when I dropped it off and it was broken when I picked it up. God has had nothing to do with the amount of time my RV sits on his lot awaiting service. Neglect does. If you’re going to draw out all services, then take responsibility for the timeframe it sits idle on your lot. I do not feel that I should be held responsible for paying the cost of the water heater. I feel either Tiffin, Great American RV or Truma should step up somewhere along the line and make this right. The RV is barely out of warranty and if you figure in the amount of time it takes to get any services done, the mileage spent going to and from — thats also very arguablle. We live in Louisiana, freezes only happened twice this year. The worst one is when GARV had it, the second one was barely a freeze at all and I had it very safe during that time. Truma should also stand behind their product. It didn’t take much to break this product if a Louisiana freeze for an hr or 2 at night caused it to fail. Seems pretty flimsy if you ask me. Once again, the money is not the main issue — it’s about principle, taking responsibility and/or standing behind your product. In short, very disappointed in all parties.

  Business response

  06/21/2023

  Our service team is reaching out to the customer with a resolution

  Customer response

  06/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20189905, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have done business with this RV store for almost ten years. We purchased 3 rv's and had a family member purchase from them too. They sell forever warranties and we have one now. The annual inspection required to keep this current is over $200. When you call they give you a appointment to bring it in. The first time it was done quickly. But now they take over 2 months to finish. They took 2 months last year. This year they didn't start on ours for weeks according to texts we have saved. One time the message was that the tech that was due to start on ours was pulled to do work on a different rv. They have finally finished. Feb 18th it went in and it was done a couple weeks ago. We will pick it up in 6 days when we drive the 3 hours. It is May 24 now so close to 3 months it took. We were told that the seals that were coming undone on the front of our rv were not covered. It was our responsibility to reseal the seams. So much for buying the expensive warranty. We should have asked about every part of the rv before trusting and buying the forever warranty. Our fault. Our picture we took before taking it in shows a small area coming loose but it required a huge repair. We prepaid for the inspection. But the resealing was quoted to be around $900. Next we heard it was to be over $1100. When we asked why it increased $200 we were told she would try to get it reduced. The final quote she gave is over $1000 to get our rv back. While this process was going on we couldn't use our rv but paid 3 payments. The warranty was misleading. The prices kept changing. And the time it took was ridiculously long. We will not use them for next year's inspection and we will not buy from them again or recommend them to anyone.

  Business response

  05/31/2023

  We will submit this work order for review with our Service Director. 

  Customer response

  06/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20101986, and find that this resolution is satisfactory to me. We did speak to the technician who took care of our rv. He said it was a lack of structural support and not the sealer that caused the damage. It is below the area where extra support exists. He said it is simply two screws holding together metal and that isn't strongly held together without more structure to attach the screw to...therefore it was not tje seal but poor manufacturing design in that particular area of our rv. We pointed out that isn't how the lady, ******* had worded it when sending to the warranty company causing them to deny our claim. Therefore we had to pay $962 to bring our rv home after 3 months. Feb 19th it went in to be inspected and repaired. Please look into what Mr ***** says about it. He explained it very carefully to us. Thank you. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought our camper 7//2022 from Columbus, Ms lot. We have had the camper in our possession 19 days total since bought. It has multiple issues, each time the service dept attempts to fix issues they cause additional damage. Several issues are the original issues from 7/2022 and have still not been fixed to this day. Very little communication during repair process. I usually have to reach out and ask for an update. Sometimes it's several days before a response is received. I have received texts stating waiting on parts, then parts received after sometimes weeks/months, then camper is being pulled into shop for repairs, then several more weeks/months before we're notified its finished. Go to inspect camper and issues have not been completed and more issues found each time. I have had one employee contradict what another employee has told me about the repair process ie: told parts received by one employee and another employee states they are waiting on parts. I do NOT recommend buying or having a camper serviced here AT ALL.

  Business response

  05/17/2023

  Our service advisor has been updating the customer. The unit is in its final stages of repair. All parts needed to complete the repairs have been received and our team is working to get it completed. The customer will be able to come and review the repairs with our Service Team very soon. We will communicate a date and time for the customer to come to the store for this walkthrough of the unit. 

  Customer response

  05/17/2023

  
  Complaint: 20042083
  
  I am rejecting this response because:

  This is the 4th time they've attempted to repair our camper. I WILL NOT accept their response based on the fact they haven't fixed the problems to date during any previous attempts and have caused additional damage each time also. If and when I get to inspect my camper and it's actually fixed, I'll be happy to update. 
  
  Sincerely,
  
  ****** ****

  Business response

  05/24/2023

  We certainly understand your concern and will have your unit ready for you to use. Our Service Advisor said that she spoke to you on 5/22 and you needed the unit back by June 30th. We should have no problem meeting that deadline for you. ********* will reach out to you and schedule a time for you to come and review the repaired items with her prior to your upcoming trip. 

  Customer response

  05/24/2023

  
  Complaint: 20042083
  
  I am rejecting this response because:
  I will accept a response when the camper is actually fixed as stated in my prior response. 

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 Voltage in December 2022. After the first trip, we made an appointment to have our issues corrected. This RV has now been in the shop since Jan 04, 2023. This RV is supposed to be heading to our location in Kentucky Lake, and after a Mar 16, 2023 message saying our unit was about complete. I was just told it is not complete, almost a month later. I am paying $1000/mo for this RV, and our family can’t even use it due to no fault of our own. Second, we have been waiting for corrections to our loan, that are still not completed since our purchase on Dec 2022. I’ve left countless VMs for our finance guy, **** in Hattiesburg, originally he was at Beaux Bridge where we purchased. This is our 3rd RV, so we are not new to the RV game, but the lack of accurate communication and time management in fixing our RV, has got to be the worst we’ve experienced in the industry. As of this complaint (April 10, 2023) no correction for reimbursement of our payments, no timeline for our rv and loan paperwork completion, and still no answers.

  Business response

  04/17/2023

  I was able to speak to the customer and fully understand his concerns on 4/14/23. The customer has picked up his RV to use, however there are remaining concerns with the radio and subwoofer that we will gladly address when it is convenient for the customer to return for these repairs. We certainly apologize for the delay in that repair, and will work with the customers schedule to get it completed. We were also able to find that the refund of canceled products was applied to the customer's account on 2/28/23 per our representative from *** ***** I attempted to call the customer with that update today, 4/17/23. If the customer is unable to see that reflected on his account as a principal payment for that date, I ask that he give me a call and we conference call M&T Bank together in effort to get the answer as to why it is not showing. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our camper right at a year ago and it has spent more time in the dealership-shop for issues to be fixed then we’ve had it in our possession. Each time we take it in to be fixed, it’s months before we get it back. When we do finally get it back, it is returned to us with worse issues than before. We’ve taken the camper out three times and all three times it had to go back for service issues. This time, it’s going back because the bottom and front compartments flooded, the heat doesn’t work, the battery doesn’t work, the stove doesn’t work, and several other things. The dealership clearly has no idea what they are doing.

  Business response

  03/24/2023

  Our Service Manager in Defuniak Springs has been in touch with the customer to discuss the concerns. The unit was dropped off to us on 3/21 and repairs began immediately. The customer has been notified of the completion of repairs and is anticipating to visit the store to inspect the repairs one day the week of 3/27.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My camper has a busted water line that has done damage to the subfloor and insulation where the pipe has busted that wasn't covered by our warranty, insurance, or by the manufacture of the camper. We reached out to Great American RV and asked why and we were told its because the camper didn't come in soon enough from when we noticed the issue with the subfloor. We have emails from September 2021 reaching our about another issue and asking about bringing it in and we were never given a response back. Now we are on the hook for thousands of dollars worth of repairs when this was something that could have been caught in a timely manner. Their own service department has told me that this issue isn't something that camper owner would have known about or caused. At the time of the damages the camper had less than 200 miles of travel and only been on the highways three times. All I'm asking for is my camper to be fixed.

  Business response

  03/13/2023

  The customer purchased this unit September 2021 and it came with a one year manufacturer warranty. The unit was brought into service October 31, 2022 after the warranty had expired. We did submit the claims to ********* in effort to have the manufacturer cover this under warranty, however it was denied. We also requested it be done as goodwill since the customer had no other warranty items, however that was declined as well. It would be in the customer's best interest to call the manufacturer and discuss the circumstances of the repair denial with them directly. ********* RV can be reached by calling ************* If the customer is able to gain any approval or goodwill consideration from ********* we can certainly assist with the repairs. 

  Customer response

  03/13/2023

  
  Complaint: 19577423
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

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