ComplaintsforGreat American RV Superstores

• 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,
  
  ****** ********

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I will not buy anything here again. I thought this was a company that would stand behind their product. Issues from day 1. Covering up some of them upon pick up. Owned well over the warranty time frame and never fixed. They messed up my floor so bad that the original issue was less of an issue. Had my RV half the time that I've owned it. Instead of fixing, they tried to play warranty with the manufacturer that kept turning them down. I will be calling the manufacturer with all details and pictures sent to them.

  Business response

  03/10/2023

  I attempted to reach the customer on 3/10/23 to discuss his concerns in more detail. We were able to speak for a moment but experienced a bad connection. If the customer could please call me at ************ to talk about the flooring that would be great. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 12/17/22 I purchased a Thor motor coach from this business. I was told certain things were fixed (later to find out they were not). It’s expected with “salesmen”. My issue is over a set of blinds for the back window that I have a “we owe” document signed by me from the dealership. They stated they would order from the manufacturer and mail to my home. I reached out to **** my salesmen, he stated they have placed the order. Two months later no contact from **** in this matter and no blinds. I spent 70k you guys have it in writing keep your word. In fact you still owe me money per the DMV and I have not received those funds back either which I realize may be a timelier matter. Send the blinds please so we all can move on thank you.

  Business response

  02/17/2023

  We apologize for the delay in the customer receiving the needed shade. It is being sent to the customer via Fed Ex with a tracking number of **** **** ****. This is being shipped to the address on file for the customer. The customer is also owed a refund of $1,031.24. This refund will be sent to the customer's lienholder and applied as a principal payment to the loan. For any questions we encourage the customer to reach out to our Customer ******* Center at ************ or by emailing *******@garv.net.

  Business response

  02/22/2023

  We worked to get approval to release the funds to the customer instead of the lienholder. The customer can expect to receive a check for the refund balance within 15 business days. 

  Customer response

  02/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19421769, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2020 bighorn 3375SS Nov 2020. The store in Calera AL has done every inspection and warranty work that was needed. All roof inspections done by this store was said nothing wrong- not true. My roof is rotten! Went in for warranty work for a leaking slide before to find horrible workmanship on it and barely put back together. Same time it went in for a gray 1 and black valve replacent and 2 days after picking the unit up. Found sewage leaking in the belly. They didn't replace the liner even though it had sewage on it and we had to drill holes in the insulation to drain. I know the unit was in LA originally and asked when we bought the unit when it arrived in Alabama and thr manager ( last week) said oh I don't have a record of that.. I have every maintenance record and every warranty record and pictured of the.horriboe work. Had complaints about roof pops said oh its common .had complaints about the popping sound from a jack said oh add fluid - guess what it has a leak! Unhappy to say the least .asked for a ceo to contact me, refused to do that as well.

  Business response

  02/16/2023

  We certainly apologize to the customer for the circumstances that she is facing. We would appreciate the opportunity to see the damage to the camper. Annual inspections do include roof inspections for gaps or voids in sealant. Any noticed damage to the main roof is reported, slide roofs are not part of the inspection. The customer can send photos of the current damage to [email protected] for our team to review, or we can schedule an appointment at the Calera location to have the leadership and service teams review and evaluate the cause of the damage.

  Business response

  02/24/2023

  We would like the opportunity to evaluate the additional concerns listed by setting an appointment for you at the store. We can inspect the concerns while you are there and make determination of next steps. We will want to set an appointment date and time where our Service Manager and General Manager are available to be there. We have Friday March 10th at 9AM available. 

  Customer response

  03/06/2023

  
  Complaint: 19384745
  
  I am rejecting this response because: I am not available at that time. I sent photos to the local dealership in Calera,AL I didn't receive a response from them. Heartland agreed to replace my floor from their defect if I take it to them or find a dealership. My entire complaint hasn't been addressed, just pieces of it.

  
  Sincerely,
  
  *** ****

  Business response

  03/08/2023

  I attempted to reach the customer by phone today to discuss the outstanding items and our desire to review them at our shop. We understand what Heartland has approved, but we need the opportunity to evaluate the other concerns to make a decision on what needs to be done. The customer can reach me at ************ to discuss when the unit can be brought to our Calera store to review the concerns.  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022 I returned the RV trailer I Purchased less than a year earlier to Great American RV for warranty repair. The roof had collapsed on the units living room slide-out allowing water into the coach. Great American allegedly contacted the manufacturer and was denied coverage. I received no phone call, to email and no letter to confirm this. I chose to have Great American repair the unit at my cost. The unit was finally repaired and returned to me in July 2022. In August of 2022 the repair to the roof failed and collapsed. Once again allowing water into the coach. I contacted Great American about their repair failure and was allowed to bring the rv in for service September of 2022. January 30 2023, I was contacted by Great American and advised repairs were complete. During this extended repair time I was advised additional repairs were needed. In October 2022 these repairs would be reported to the extended warranty holder for coverage and would be made. January 29 2023 I was contacted by Great American that my warranty was expired and I was now required to pay over $700 for the repairs. My investigation to the extended warranty validity showed it was expired Nov of 2022. Great American never contacted the warranty company to confirm coverage. My inspection of the rv revealed that the additional repairs were not completed. The original repair to the roof of the slideout was not returned to original condition. Large nails are now visible haphazardly placed securing the facia. In addition, new water damage was visible throughout the rv. Visibly staining the ceiling around the air vents and light fixtures. There is unknown water damage to the rest of the roof behind the ceiling. I informed Great American of the additional damage to the roof since it has been at their facility. Great American Service department advised me its not their problem.

  Business response

  02/10/2023

  We certainly apologize to the customer if any work was found that was unsatisfactory. It would be helpful for us to see photos of the repair work and new damages to review with our leadership team. We will work with the customer to evaluate the new concerns and evaluate any steps that are needed to work towards a resolution. The customer can upload photos through this portal, or email them to *******@garv.net. 

  The customer was asked to pay for the work that was done, but no payment of $700 was made and the company absorbed those charges. 
  
  The customer's camper was purchased September 23, 2019. The customer initiated cancellation of his extended warranty contracts in October 5th, 2020 for a 2018 Prime Time Lacrosse and a 2020 Heartland Prowler, stating both units were flooded by Hurricane Sally as the cancellation reason. The cancellations were both processed in 2020 and both refund checks were cashed. We have the signed cancellation documents, and email correspondence from the customer requesting refund status updates on both policies that we were able to review to ensure that there was indeed a cancellation request.

  If the customer would like to send pictures of the most recent concern or schedule to bring the camper back for evaluation we will await reply through this portal and email to *******@garv.net.

   

   

   

   

  Customer response

  02/11/2023

  
  Complaint: 19289967
  
  I am rejecting this response because:

  I am out of state on buisness for the next week. I am unable to take pictures withing the time frame provided. I will provide the pictures when I return. Due to the abysmal service I will not ever return my rv to that facility. It will just sit for months and receive additional damage. I demand another location for evaluation of additional damage be identified. The repairs are so shoddy I want the $4000 dollar repair from last summer (that failed) be returned immediately. 
  
  Sincerely,
  
  ****** *******

  Business response

  02/15/2023

  We certainly apologize to the customer for the way he feels. We would really appreciate the opportunity to review the repairs that were unsatisfactory and determine if they contributed to any new damage. We also urged the customer to consider adding a slide topper during the last service visit, which was declined. In effort to prevent any further issue from the slide out, we would like to offer a complimentary part and install of the slide topper. We will await any photos of the current circumstance, or be glad to schedule an appointment for when the unit can be brought in.

  Customer response

  02/15/2023

  
  Complaint: 19289967
  
  I am rejecting this response because:

  I offered to have the service manager inspect the unsatisfactory repairs the day I picked it up. She was unwilling to get out from behind her desk to inspect the unsatisfactory repairs and additional damage.

  No offer for a slide topper was made.

  I would accept the slide topper but based on my experience with the service department i have no confidence the repairs would be made in a competent manner. 

  i will accept the slide topper but i will find my own installer.
  
  Sincerely,
  
  ****** *******

  Business response

  02/20/2023

  We acknowledge that the customer has accepted the offer of the slide topper. We would like to see the customer bring the unit back to our store and review the concerns with our Fixed Operations Manager, David, who is the senior most manager at the Defuniak Springs store. We very much wish to resolve this concern with the customer, but we would appreciate being afforded the opportunity to review the repairs or damage that is being described. 

  Customer response

  02/22/2023

  I have reviewed the response made by the business in reference to complaint ID 19289967, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

  Since it appears I must return the unit to the scene of the crime I will comply. Will they be compensating me for the fuel and mileage to do so? I should be back on March 4th and I will take it by the week of the 6th. Since I have no idea when this manager might be working I'd request a date and time confirmed by them so I'm not wasting any more of my limited time or resources.
  

  Business response

  02/22/2023

  If the customer is able to provide measurements from fascia to fascia on the outside length of the the slide this will help us to have a slide topper available, if not we can measure when the customer arrives. If the customer agrees to an appointment date of March 9th, at 9AM that would work well for our service leadership to evaluate the repairs. Further considerations can be discussed with service leadership at the time the customer brings the unit. 

  Customer response

  02/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19289967, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

  Business response

  03/29/2023

  I have reached out to the customer via email at ********************** and ********************************. We will look for a reply to *******@garv.net.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We fpund an RV the we wanted, and after 1 week on keeping contact with the sales department (***** ****), we decided to mo e forward Nd purchashe the 2022 Avalanche 378BH. Seince we are in TX, and the dealer is in Heflin, LA, we had to do everything via video and photos. We were told severla times through the week thaty the RV was ready, everythubg was worling properly, and it was ni damages. We put the $1000 deposit down, and also invested $2000 to install the fifth wheel hitch on the truck. Not to mention the almost 1,500 miles round trip that we sis to pick up the RV. We were lied to. The RV was not in good condition. The walls were warped due to the heat (RV is on the lot for over 300 days, and we were told by ***** during the video call that it was on the lot for 3 months). They put nails through the walls to make them flat, and did a very bad job hiding the nails. That's when we started notice l the damage and defects through the whole RV. Of course, we were not happy with that. GM ******* ****** and the service manager came over to look, and the. Service manager said that he would have to basically rebuild the whole thing. ******** ***** and us agreed on a deal on a 2023 378BH. 2 hours after we left the lot, ******* called us saying the deal was off because ***** said we treated him, which is a lie. We couldn't be more cordial to him, special ****** because he was the whole reason we drove 1500 miles. We trusted him, and he lied to his GM. Actually, what we think happened: they realized that we caught all of them on a lie, and now they are trying to make us look like the bad guys. That way, ******* doesn't have to honor his word on the new deal he gave us. Besides lying to us about the condition of the RV, they are making false accusations just so they can use that as an excuse to back off the deal. This is very frustrating.

  Business response

  02/02/2023

  Our team has been in contact with the customers to discuss the circumstances of their visit. We have begun to work with the customers on a different deal in a different store and feel that we are moving in a very positive direction toward customer satisfaction. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a new camper from this business, and we immediately found an issue with a drawer slide that was broken. I called the business the next day to inform them, however they made no efforts to schedule any sort of repair, even though I was still in town at the time. I have tried calling back two more times, and still have not had any response from this organization regarding the repairs to the unit, which should still be covered under warranty. Since this time, I've also learned that the oven does not work, although the stove works. Again this is a warranty item. If you read the reviews, this business makes promises of warranty repairs that they do not honor. They have no intention of making any repairs on vehicles, only claim that they will to make the sale. I am requesting that they make the repairs to the drawer slide and oven as required by the warranty. I AM ALSO REQUESTING THAT THEY DO SO BY SENDING A TECHNICIAN TO MY CAMPER TO MAKE THE REPAIRS. I tried to initiate this process while I was in town, however they ignored my attempts, and now it would be cost prohibitive to take the camper to them; at this point they should be responsible for the burden of the cost of travel, as I made reasonable attempts on my end that were entirely ignored.

  Business response

  01/02/2023

  We have reached out to the customer to discuss the circumstances that led to his frustration. We have requested measurements and more details via an email sent to the customer on 12/27/22. We have also asked the customer work with us to troubleshoot with us on the oven to ensure that the correct steps are being followed to ensure proper operation. The customer can respond via phone, email, or through this forum with any questions. 

  Customer response

  01/03/2023

   
  Complaint: 18645108
  
  I am rejecting this response because: Needing to reply to provide additional information

   

  Hello

  I have tried to respond to the email that was sent directly to me, however when I try to reply to the email [email protected] it is returned as undelivered and an error saying "blocked".  I tried calling the number in the email, but the number goes to a call center.
  

  The oven does in fact work, the knob needed to be pressed in to light the pilot light.

  I have measured the drawer with the broken drawer slides, and it is an 18" drawer.  I have tentative plans to set up the camper on 1/7/2022 and will be traveling in the area with it that day.
  
  Sincerely,
  
  ****** ******

  ************

  Business response

  01/06/2023

  The customer has been contacted and scheduled by phone for 1/7/2023 with our Service Manager in Defuniak Springs. We will assess and hopefully resolve the drawer glides that day. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the camper in May of 2021, had to bring it in for the yearly inspection and during the inspection they service department informed us that the camper had water damage (which is not fault of our own doing) it came from the manufacturer that way due to the window being installed improperly and also due to the dent in the seam of the back of the camper. Great American RV has had our camper since May of 2022 and we haven’t been able to use it due to the fact they have taken it apart to see just how severe the water damage is. According to the service department my camper will have to be totally repaired. The only thing that isn’t going to be replaced it the frame of the camper. They are going to have to rebuild my whole camper. We have ask for some type of compensation and we have gotten nowhere with that. The camper was well under warranty when you drop it off for inspection. We have texted ask for them to total the camper out and pay off the existing amount of the loan because we are still paying for a camper that we can’t use. I’m hoping that y’all can get them to come to some type of agreement with this. This has been going on way to long and nothing is getting accomplished. I would hope they would come up with some type of compensation for us while they try and figure out what to do with my camper. I’d be happy if they just replaced it with another camper. We have had to cancel several camping trips due to the fact we didn’t have our camper.

  Business response

  12/16/2022

  The manufacturer of the RV, KZ Recreational Vehicles requested that this unit return to the factory for necessary after reviewing the warranty requests. KZ has confirmed that they will be setting up transport for the unit to go back to the factory to have the necessary repairs completed.  We certainly empathize with the customer for the circumstances that they are facing, but it is best to work with the manufacturer on their chosen course of action. Further updates will be coming directly from KZ to the customer. We recommend contacting KZ's customer service team at 866-472-5460 to discuss the possible outcomes. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/7/22 we purchased our Kodiak Ultimate from Great American and they couldn’t have been nicer, but that’s where it stopped. The rv didn’t make the 95 miles home without the entertainment door swinging open and cracking the fireplace. The wiper jam seal was tore as well. ( a bbb complaint has now been filed against keystone as well) We brought the rv back 9/15/22 to them. Where it sat and sat with no one communicating with us. After a few ugly calls we got some answers. Lie number one was we were told they were waiting on 2 parts being the fireplace and the wood style leading us to believe the seal had been fixed. More silence and more calls only to have them say Keystone sent the wrong seal when one was never ordered in the first place. We finally got the rv back 10/18/22 because they told us the seal would take at least 8 weeks. Lie number 2. The wiper seal came in 10/21/22 and no one bothered to call us. We took it on a mini trial run 4 hours away. For some reason we had electrical issues with the hitch, they never switched the valve when they winterized it, but those things happen. The worst part was on our way home as we were parking it, I noticed something not right with the passenger side wheel. At first Great American wanted us to drive the 95 miles back so they could look at it. Luckily we stood our ground and they hired someone to come look. Another factory issue. The wheels were not greased and the bearings ruined the race. They did pay for that to get fixed on 11/8/22. We returned the camper to them on 11/11/22. Communications again are a big issue and then lie number 3 happened. I called keystone today to find out there was an internal note sent 11/23/22 from Great American saying that they were waiting for us to bring the rv back so the requested photos could be sent in. We haven’t had our camper since 11/11. We are so tired of the lack of communication, the lying, the oh I’ll have my guys call you etc. I called Jay Forest this morning at 9 with the promise that somebody would get back.

  Business response

  12/06/2022

  Repairs to the unit were completed and the customer picked up on 12/5/2022. If there is anything else we can do the customer can reach out to Customer Support at [email protected], or call or text the Hammond store's Service Department at *************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2022 ****** ALLEGRO 32 SA VIN: 1F66F5DN1M0A13943 on March 22, 2022 in Grand Bay, Alabama. I also purchased a five-year extended warranty and paid for a pre-ownership inspection to make sure everything was good on the RV before I took possession. I was told it was good to go, no issues, everything in place. As soon as I got it home, I started to notice issues, including missing soundbar, missing chip modules for TV, Wifi and app functions. Broken slide, malfunctioning awning, malfunctioning draws, among many other issues. I contacted the store I purchased it from in Alabama and was told to take it to the Defuniak Springs, FL location for repairs and warranty work because it is closer to where I live (but still one hour away). I took it there in June and was told that they don't do warranty work for ****** at that location. I argued that if they are a ****** dealership they were obligated to and they agreed. My camper sat there for five weeks and the only things fixed were the soundbar replacement and slide. I called over and over for updates and at one stage was told everything was fixed and it was ready for pickup, drove over there to find out it wasn't fixed at all which wasted hours. As of today I continue to get the run around with no end in sight. I have no expected date of repair. No one can tell me when or if the parts have been ordered. I feel like Great American RV got my money for the RV and extended warranty and now I am being ignored and they just want me to go away. I paid for a pre-inspection to make sure everything was correct on the RV before I took ownership, which it is obvious that no one did. I want my RV fixed to the state it should have been when I took ownership of it in March of this year. I also want the I paid for the pre-inspection report refunded to me.

  Business response

  09/05/2022

  Great American RV spoke with the customer on 9/2/2022 to discuss the outstanding concerns. We were able to identify the breakdowns in the process that contributed to the customer's concerns and develop a plan to move forward. The customer will come see us in Defuniak Springs on 9/7 to address a new concern, but all outstanding items are being worked on to secure authorizations and parts from the manufacturer. We will continue to be in contact with the customer regarding the outstanding items. 

  Business response

  09/06/2022

  The next step is to order parts. The customer has been informed and agreed to this course of action. We will see the customer on 9/7 to diagnosis and hopefully correct a new issue. The outstanding issues mentioned in the report will require additional parts to be ordered. Once they arrive, the customer will be scheduled for repairs. 

*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. ↩