ComplaintsforGeneral RV Center

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I went to General RV to look at purchasing at camper for the first time. **** (the salesperson) got back to us with a camper that he told us was in our price range and our length we were wanting. I gave him my credit card information (as a precaution if we were going to purchase, we would have to put $1000 down). After telling him we didnt want the camper they ran our card information anyway and charged us the *****. We have been trying to get our money back for over a week and havent had any luck. We keep getting the run around and they keep trying to sell us different campers, even though we have no interest with going to them now whatsoever. We just want our money back.

  

  Business response

  07/29/2024

  We are sorry to hear about this customer's experience with our store. 

  Our sales management team confirmed that this customer was refunded today. We apologize for the delay. 

  Customer response

  07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 21 2023 we purchased a new 2023 Fleetwood Discovery 36HQ LXE RV from General RV of Dover for over $300,000. We had a April 15th 2024 appointment for warranty work. The appointment was made more than 2 months prior along with a list of items to be addressed. General RV of ***** is the point of purchase and the authorized service center for this RV. All items on the list, are and agreed to be warranty issues. General RV has had my RV for over 104 days. Work is not complete or not done at all. General gives excuses that make no sense at all. Realistic time to complete work should have been 4 to 6 weeks maximum.Please assist.

  

  Business response

  07/26/2024

  We are sorry to hear about this customer's experience with our store. 

  The customer is correct that these are warranty repairs. With such repairs, we submit these to the manufacturer for approval before we can order parts and start the repairs. 

  We have reached out to the manufacturer to try and expedite these reviews. 

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  This is an empty response that does not address the fact that General RV has had my RV for 3 1/2 months with no completion date.
  
  Regards,
  
  *********************

  

  Business response

  08/01/2024

  We are sorry to hear the customer was unhappy with our response.

  We are unable to give a firm date until we have received the parts and completed the install. We are working with ********* to get this accomplished. 

  Customer response

  08/06/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  General RV has had our RV for 113 days! This is standard warranty work. There is no reasonable excuse for this poor of a service. When is this work going to be complete?
  Regards,
  
  *********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother purchased a unit from the ***** location in April 2024. First was the delivery they would tell us over and over they were delivering that day just to not show up with no call or notification. I am active military and take off everytime they were set to show up with nothing even as a call or text. Then Was informed (in writing) a that time that due to some issues identified the service will be delayed (no problem) and that a technician will come out. Fast forward 4 months and DOZENS of calls they now will not. Parts are in and are refusing to answer anything to come do the work. I have legal POA and have been told over and over will receive a call. Nothing. Filed a case with cooperate in which a Ms. ******* told me repeatedly oh they will call you today, and of course not a call email or anything. Once I inquired more she proceeded to hang up on me and refused to allow me to have any contact with her management. 4 months and counting and General RV has held up zero obligations they promised and by far the WORST experience in purchasing. My fifth unit and I can assure would not touch this company again.

  

  Business response

  07/23/2024

  We are sorry to hear about this customer's experience with our teams at ********************** RV. 

  We will address the concerns with our team here in corporate. We have reached out to the store again and asked they follow up with the customer regarding the parts and repairs. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a new travel trailer on 6/26/24 at the dealership in ********************. Paid a $3000 deposit. We told the finance department that we had a budget and they assured us that they could get us financing within our budget, we signed all the papers and took possession of the travel trailer. THEY TOLD US THAT EVERYTHING WAS GOOD TO GO AND LET US TAKE THE TRAILER! On, 7/13/24 we received a call from the dealership that our loan was denied by M&T bank and that they found another bank that they thought would work. (M&T denied our loan because of where we live is the reason we got). We own our home and land which is in a 55 plus community which has a mixture of ** spots and homes. This was on a Friday, we told the Krtista at *** that we could not come until Thursday the next week. Our plans changed and I tried to contact ****** letting her know that we could come by on Tuesday the 23rd. I got a response back on Wednesday the 24th and they sent a courier to our home with the paperwork that we needed to sign. We signed the documents and did not hear back from ******. On Thursday I called and spoke with **** in finance. The new bank could not give us a payment within our budget. **** wasn't helpful, left us sitting and we weren't happy with the terms and we told him that we could not do it. He told that they did not have another lender and offered no other option for us. We told him that we would have to return the ***** When we returned the ** ***** and ***** told us that an error was made on the loan papers by ****** the first time. We had to return the ** because there was not enough time for us to find financing before we had to leave and did not feel comfortable taking an ** that we did not own. We feel that due to their errors and their misleading claims that we should get a refund of our downpayment.... We should not have to pay for their imcompetence.

  

  Business response

  07/22/2024

  We are sorry to hear about this customer's experience with our store.

  Our sales team has been in contact with the customer regarding their concerns on the loan payment. We are pending a response back from the customer for acceptance of the new loan agreement. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a new camper in January 2024 Had to put down a deposit of $2500 without any kind of paperwork or sales agreement, we were told they are a family-owned company and that was our guarantee that they would never s**** anyone over.Was suppose to be done in April. Was not done until June. Paperwork for closing was incorrect when we asked them to fix it they said that is the only way their system would do it. Was suppose to be delivered to **** for us to pick up and finish paying for it, however that changed, they wanted all the money at the ** location, so we had to wire it. They delivered it to us, some complications, but it was delivered in June finally.The wrong goose head for the camper was put on. They refuse to acknowledge. They did not research which is compatible with the size of the camper. So when hooked up it doesnt sit level. Emailed, text and called with 0 response. No communication at all with anyone from General RV. We have called, emailed and text with absolutely no communication back. They do not care at all.Here is the long list of things that are or have gone wrong so far -Air above the master bedroom isnt working correctly -No air flow to the room under the loft -Electric hot water doesnt work at all -Kitchen sink leaks everywhere, water damage to the entire area and the faucet is hooked up backwards -Hole in the back bathtub -Solar Inverter does not work will not turn on -Battery came dead from the dealership cant hook or unhook without the generator on or full electric on -Yesterday the slides would not work unless the generator was on. It was hooked up to 50 amp 220 and slidies wouldnt move in or out. -The slide for the master bedroom bed, when coming in is making terrible noises, we havent been able to locate the issue yet It wasnt even cleaned when it arrived. Seems like everyone got their money, so its our problem to fix everything wrong. Spend more money on a camper that should be perfect.

  

  Business response

  07/09/2024

  We are sorry to hear about this customer's experience with our store. 

  Our sales management team connect with the customer on 7/8 to discuss their concerns. We will need to work through the warranty process for any warrantable repairs to the coach. 

  Customer response

  07/09/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  We are currently living in the camper. The only option they gave was to take it to a General RV or a Jayco dealer to have the camper fixed. Which is not an option at the moment. We found a camper to rent and asked if they would pay to have it picked up and taken for repairs then brought back. None of the problems are any fault of ours. They said no. Asked for help trouble shooting, they gave us ****** number to call, they wouldnt help.  Asked about the water damage being replaced considering we have pictures of the damage and have contact the day it happened, they said no would not be covered out we waited until our season is over to have it fixed. 

  Im at a loss. We are just expected to roll over of deal with a broken camper, unless we stop working take camper to them and rent a camper or hotel in the mean time. So spent ******* on the camper, then time off work, fuel, miles on my truck, then more money to rent a camper or hotel room for my family and I to live and work, and that is all okay with them. 

  I spent the money on a camper i expected to be delivered in working condition and it was not. Now ** expected to spend more money to fix a brand new camper.  Please explain this to me? If the product is delivered broken, why do I have to pay to fix it? 

  
  Regards,
  
  **** And ***************************

  

  Business response

  07/11/2024

  We are sorry to hear the customer was unhappy with our initial response.

  I see that our operations manager and service manager from our ********* location have been in text communication with the customer to try and help troubleshoot their concerns. At this point, the coach needs to be in a service bay to further diagnosis the challenges the customer is having. 

  Customer response

  07/11/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  We are currently living in the unit and running a business during our busiest time of the year. In order for us to get the camper into a shop, not only do we have to take time from our business operations, but also spend more money renting another camper or renting hotel rooms also add fuel to that bill to take it to a location. 

  Why should we be responsible to foot all these bills when it was the negligence of your company, not taking the time to inspect the camper properly before it was delivered.

  The electric hot water is just one of a long list of things that are wrong with the camper. 

  You company is taking 0 responsibility for the people who did not properly do their job. 

  You took our money, sold us something that was never inspected by anyone, came dirty, and is not working properly. So please explain why I should be the one inconvenienced and have to spend more money when 0 of the issues with this camper were caused by us.

  Regards,
  
  **** And ***************************

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On. February 10 ***** we took new rv back to dealership because the water main pressure valve broke and flooded the camper that night they kept it 3 months to replace all the floors and some walls. Then home 2 weeks and back again for list of at least 9 more items wrong with couch including the hole wall on one side of couch and a leaking window it has been there know 8 weeks for all this dont know when it will returned to use yet seeking help in this matter to get all this fixed the dealer does not care and taking there time asking for a new couch this on is a lemon. We have made 5 payments know while it sites on there lot and can use something I am paying for

  

  Business response

  07/16/2024

  We are sorry to hear about this customer's experience with our store. 

  We have received approval from Heartland to complete the requested repairs. Our service team is working to get the parts ordered and will provide the customer an ETA once received.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my camper in for service. They had mislabled my black tank flush and city water connection on my camper. This caused my p*** tank to erupt like a valcano inside my camper while I was in it, covering me, and the entire inside of my camper in f**** water, my camper is roughly two years old, I brought it there the very next day demanding a replacement. They refused, and said they would clean it.. as far as Im concerned the unit is totaled and now a bio hazard. There is absolutely zero chance they are getting all the p*** germs out of all the cracks and crannys. They offered me 1/3 of what I paid for my camper just 2 years ago because I said I didnt want it back. My girlfriend, friends, family, nor myself want to step foot in this thing ever again. I dont think its too much to ask for a replacement once it has been flooded with p*** water due to them

  

  Business response

  06/27/2024

  We are sorry to hear about this customer's experience with our store. 

  This customer has spoken with our management team and was presented with a few options:

  Option 1: To buy the coach back for slightly above his payoff (Over usual amount we would put into it)
  Option 2: To purchase a different unit and we would give him positive equity on his.
  Option 3: To (at all expenses paid) let us right our mistake from a service side.

  After the customer was given these options, he called back and stated he would be retaining legal counsel. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  General RV in ***** had our RV for the last 6 months of the one-year manufacturers warranty. They were set to correct several is***s we had before the warranty ran out. Months and months passed and could not get a response from them. We could see some parts had been delivered but no word from General RV. After repeated threats to *** them to get our unit completed, then having been told lies on top of lies and having to take several days off work just and drive 12 hours, round trip, to get them to respond to us, they finally agreed to work on our RV. Finally, the day came that we were told our unit was complete and we could come pick it up. One week before the unit's warranty ran out, we took the day off work, drove 6 hours to get our RV back. Once we arrived at General RV, we were told it was not complete. We were informed they ordered the wrong part.When we arrived to pick my RV up and found out the part was wrong, they stated the correct part would be ordered and I could bring it back in to get it installed within a few weeks. I tried to get them to mail it to us and I would install it but we were informed I couldn't install it because it had to be programmed.Now it has been three months and they will not return my calls, text or emails. Short of me taking another day off work, driving 12 hours round trip, there is no other way to reach them. My kitchen wall is open with this switch torn apart and I cannot turn the lights on in the kitchen because of this part not being installed. I do have a log of every interaction (or the lack thereof) or attempted interaction if it is needed.They already have the part, they have had it for months, we just need this very simple light switch installed.Thank You,****** and ***************************

  

  Business response

  07/11/2024

  We are sorry to hear about this customer's experience with our store. 

  Our assistant service manager from our Ocala store spoke to this customer and we are sending the part to the customer (Dometic Climate Control Gateway) and the customer is going to get a mobile tech to install it. 

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  I did speak to the ***************** Manger, a very nice guy. He did state that he would ship the part to me and even emailed me after the conversation. As soon as I received the email I replied back stating that at the time the original part was ordered, my unit was under warranty, would General RV pay for the mobile mechanic? I do not feel because of their screw-up, I should not be expected to pay for a mobile mechanic to replace and program this part. I do believe getting a mobile RV mechanic to replace the part is the best course of action right now, however I did bring my unit into them with more that ample time to replace all the parts under warranty. I have not received any more communication from General RV with an answer.

  
  Regards,
  
  *****************************

  

  Business response

  07/17/2024

  Thanks for following up to let us know. We will ask the store to follow up. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Nexus Verrado 28S in August of 2023. I immediately reported a defect to General ** staff prior to taking delivery of the unit. The propane door was not properly fitted to the unit and needed to be replaced. I was told by General ** that it was covered and would be corrected. I have made numerous attempts to get this issue corrected. I have contacted General ** service via email, text and telephone calls. I have also had the ** in their shop so they could get the proper door parts as well as fix other issues. I am coming up on 11 months since I purchased this unit and General ** still has not fixed the warrantied door.

  

  Business response

  06/27/2024

  We are sorry to hear the customer was unhappy with their experience at our store.

  The store has reached out to the customer to set-up an appointment to install the remaining parts. This will be completed when the customer is back in the area. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022 I went to a RV show in ************ that was adervetised everywhere by General RV. At the show, I met a salesman by the name of ***********************. **** followed up with me a day or two after the show and I told him we were interested in the Forest River Wildwood model he showed us that was listed for $34,500. **** then said his finance manager will take over the completion of purchase from here and introduced me to ***********************. ***** emailed me the application to fillout for financing. I noticed the price of the trailer increased to $40,931. ***** said it's because of the high demand of this unit and that **** was misinformed. ***** then asked me how much money I want to put down on the purchase and I said NONE. He stated that it would be very hard for him to get me approved but he will try. I sent follow up emails for a day or two and ***** finally called me back to say.. "I was able to get you approved for 100% financing with no money down but there's a stipulation. The lender is requiring ou to be over the $50k **** and the best way for us to get you there is by including the extended warranty. This is better protection than the manufacturer warranty and this coverage will guarentee finacing and make the lender feel more comfortable."I had never purchased a travel trailer before and knew nothing about any of this. I always questioned ***** and his answers seemed to be reasonable. My family and i went in to the cenetr to inspect and finalize all paperwork before they would deliver it to my home in *******. During inspection I noticed a bunch of chips in my counters, Staples exposed, Doors not level, flooring uneven, etc. They put topgether a punch list of all items that they would correct prior to delivery. I also paid for a ceramic coating that I was promised would be applied. Once delivered, they had not fixed anything or even apply ceramic coating that I paid almost $1500 for. There was water damage and so much more. I have been back and forth since.

  

  Business response

  06/18/2024

  We are sorry to hear about this customer's experience with our store.
  
  Our sales management team reviewed the customer's complaint and we can say unequivocally that we did not, and have never advised a customer that purchasing any additional coverages would be a condition of obtaining financing. As our sales team remembers it, there was only a positive dialog between ******* and us until she experienced some problems with her Wildwood.
  
  We did our best to deliver on all *******'s requests including after the sale of the coach. ******* is an insurance broker and would know that tying coverages to securing financing is unethical and illegal. ******* would have signed several documents including the coverage documents and General RV's "Legal waiver of protection" that demonstrate her intent to acquire the added benefits. Never once did she share any concerns about her decision to add said coverages to our finance manager, or any other for that matter.
  
  Also, our system indicates we haven't had the customer in for service to address these concerns.
  
  We would be happy to get the customer scheduled for an appointment to attempt to address her concerns. The customer can reach our scheduling team at ************.
  
  Thank you

  Customer response

  06/18/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I have in fact been in person approximately 3-4 days after my wildwood was delivered to my home for repairs on water leakage in bathroom plumbing and the fact that the emergency breakline was never installed and it locked up on us on the highway. 
  
  I also have several email threads with **************** discussing the damages and how he would try to get me reimbursed but hasn't. 
  I have also been to camping world several times to have damages on my brand new unit fixed and/or repaired since camping world in near me. I do not reside in *******. So to assume I will make countless trips to and from is ridiculous. 
  
  This is the second time this business has stated I am in the insurance industry and should have known better. Insurance has nothing to do with financing. That is an asinine comment. 
  
  I have countless phone records also proving **************** would call me after I would ask very specific questions regarding the financing. The reason for the calls is beacuse he did not want a paper trail. 
  
  Not only was I lied to on what my finacing options were and upsold under false pretense, my brand new unit was damaged and has nothing but problems since. I have chips in counters, electrical problems that I have had to pay out of pocket for because ******** wouldnt cover them and I was told by **************** NOT to use my manufacturer warranty but to use the extended warranty ONLY. I have the email he sent stating this for refrence. He also said he would look into getting me reimbursed for those out of pocket expenses and I have not recieved them. I have also had nothing but water damage under the sub flooring because it was never connected properly during install and General RV claimed to have fixed when I brought the unit in. 
  
  I have also made several calls to their office and conatnlty told someone will call me back and it never happens. 
  I finally went to their website and requested a call in regards to this matter and ************************************* called me to discuss the matter on May 23, 2024. ************************** offered me a brand new trailer free of charge and I told him I was not comfortable with any units they had to offer considering my terrible experience. He said he would figure out how to have them purchase the unit back from me and get back to me by the following week. I have not heard back, nor has he responded to any of my emails. 
  
  Regards,
  ***************************
  
  

  

  Business response

  06/27/2024

  We are sorry to hear the customer was unhappy with our original response.

  We have this BBB and multiple state complaints from this customer. We are working to respond to all three agencies. 

  Customer response

  06/27/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

   

  Good morning!

   

  Last week I recieved a call back from the Forest River manufacture. During our call they went through my claim history on my manufacture warranty and said a claim from General RV was filed on my behalf on MAY 6, 2022 for "Floors NOT Laying Flat" The manufacture paid $965 to General RV for this claim. To be clear.... General RV NEVER fixed my floors and did NOT have my RV at all. I was never in General RV's repair shop for anything other than them tightening a few plumbing pipes and installation of the emergency break line that was never installed. This was approximatley 4 days after the unit was delivered which was back in March 2022, which I was present for and only spent 20 minutes at this location. 

  This is FRAUD and there is a paper trail. This is just one example of the many things I have had to deal with from this company. It is absolutley unacceptable. 

  Here's an email of the reprsentative I spoke with at Forest River  - ****************************

   
  
  Regards,
  
  ***************************

*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. ↩