Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchase date 1/29/2022 .We purchased a camper in January and the contract price was different from the agreed upon price .The agreed price was ****** and the contract price is ****** . At the time we didn't notice that the contract was wrong . We where there hours and a bunch of stuff was not right with our camper . so after being there for hours we went in the finance room with a person we where familiar with and trusted and signed all the paper work . a couple days later i realized then paperwork was wrong.I contacted the finance guy and he said they would look into it . First the difference was exposed to be deposited in the account we have a loan in Then a month later nothing .A couple more times he said he was waiting for corporate . The Last time in april he actually asked for the account number for the loan to make the difference ** in our loan account .nothing ever happened . still getting the run around . Also been waiting for a part they owe me since January . supposedly it was never ordered . I just want to be treated fairly and for General Rv to be an honest and fair Dealership , not a Stealership ...and fix there mistake !!!!!

  

  Business Response

  Date: 06/03/2022

  General RV is dedicated to addressing the concerns of its customers.  The customer did come in a purchase a new RV from usat that time, the customer had made the option to purchase some extra warranty protection based on the payment difference at presentation.  Each detail was pointed out in the purchase agreement and the contract.  A few days later, the customer addressed his concerns with the sales manager regarding the purchase agreement.  After going back over the purchase agreement and refreshing the customers memory, the only way to remedy the situation was by canceling some of the protection warranty that he had received.  Unfortunately, the cancellation request was sent out later than expected, which caused the holdup.  We have since reached out to the policy carriers, and everything was mailed out the week of May 31st.   If the customer should have any questions regarding the cancellations, they can always reach out to their sales manager for more updated information.  

• Initial Complaint

  Date:05/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/20 - Open it up and see a stove k*** missing. (knob was there for walk thru) Reported that day. GRV waited a month to place the order. Took 1 month to arrive. GRV sat on it for a month before sending it out. I did not get the k*** until end of June/July 3/20 - Rear stabilizers would not work. Had to do a manual. Reported that day 3/20 - Hole in blinds - reported that day 3/20 - Screws all over the camper - reported that day. If a vacuum had been run they would have picked up the over 30 loose screws 3/20 - Saw dust all over the camper. - reported that day 3/20 - removed a piece of scotch tape from the carpet in the living room . There was a clear rip that your team tried to hide with a piece of tape 3/20 - Rear window - Your team pushed the damaged seal out with a screwdriver and marked over it with a sharpie marker. I called and this was the answer I was told from your staff that is the proper standard. User a sharpie on a brand new 35k camper 3/21 - Improper installed seals- reported and received a call from Ala. Asked me if I had a butterknife and caulking. I said why. He went well just rip out all the caulking, push it up, recaulk cause thats all we would do here anyway. 3/21 - No caulking used on any window. Each window leaked 3/21 - Both doors would not ********/21 - Improper installed blind cover I asked for the prep list and was told numerous times that you do not have an official list to send to a customer. Is this some secret what GRV NCO does as a prep list before we spend 35k? I eventually got it and it was a 1 page document that I highly doubt each tech fills them out honestly and most are a generic check **** that never gets completed.April 16 - Was told that *********************** would be sending a service tech out to my site to fix all these issues. This NEVER happened Many many many calls, voicemails, and emails to this date. At this point I went to Alan's **** which I was told was ****. **** listened but rarely called back, never got me a

  

  Business Response

  Date: 05/31/2022

  General RV has worked with this customer to address all issues.  We take ownership of some communication issues at the beginning of his repairs, but our entire management team has worked with the customer to maintain good communication and address his concerns.  Although we appreciate the customers concerns, the complaints written here have been addressed and the customer has his RV back in his possession.  We are happy to address any issues that were not completed during the last repair visit.  

• Initial Complaint

  Date:05/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  General RV received our camper on 1/3/22 to complete repairs due to flood damage. They received payment for the repairs on 1/28/22 from our insurance company. According to their parts department they had all non cosmetic parts in February 2022. As of today 5/19/22 they have not completed any work. They do not return phone calls or emails. They received over $18,000 and we have received nothing in return.

  

  Business Response

  Date: 05/23/2022

  General RV is dedicated to addressing the customers issues.   The coach was taken in on January 4th.  The technician looked the coach over and wrote an estimate completed on 1/8/22.  The customer requested that we store the unit while all the claim details and parts were sorted out, and based on the size of the job, the store agreed.  ************* check was received on 1/28/22.  We placed an order for all parts on 2/7/22.  The check was deposited into the customers AR on 4/12/22.  We have not received all of the parts to start this job.   We are waiting on the Manufacturer to send them to us. The service Manager has talked to the customer regarding their frustration with the time frame and informed her that everyone has been communicating when they could start the job once all the parts are received. The customer is aware that we do not control parts availability, and we also will not bring a job into the shop that we cannot finish as we do not have the space to tie up a bay and leave the unit stagnant.  They ultimately decided to have us put back together what was disassembled and pick up her RV on 5/27/22.  The store will return the customers parts and issue a check for the insurance claim money. 

  
  

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an RV from General in *****, *******. We noticed several minor issues which could be taken care of under the warranty. The most major issue is the driver seat is broken and will not lock in place. I have tried to call them to get it fixed since it is a safety issue however they wouldnt call me back. I went to the location in *****, ******* to which they will not return phone calls. They do not want to fix the problem because they are trying to say we broke the sear however we pointed the broke seat out before leaving the lot and it is clearly a safety hazard.

  

  Business Response

  Date: 05/23/2022

  General RV is dedicated to addressing customer issues.   The customer called a store on October 16th and set up an appointment for 4/18/22 for the seat, and the customer missed that appointment.  Service has reached out to the customer and has left voice mail messages with no response.   If the customer wants an appointment, please have him call and talk to the service advisor. 

  Customer Answer

  Date: 05/25/2022

  [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 have attempted to call to schedule an appointment several times in which we are told that we would receive a call back and never here from anyone.  We live out of state and have even came to the store to speak with someone and take care of the issue.  They keep telling us they will call us for an appointment.  We do not have time or the money to just come down to the store anytime.  We are just going around in circles and are not getting anywhere.  There are safety issues that needs to be fixed and we are playing possum and we can't get anything done.

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

  

  Business Response

  Date: 06/07/2022

  General RV is dedicated to addressing customer issues.   The customer called a store on October 16th and set up an appointment for 4/18/22 for the seat, and the customer missed that appointment.  Service has reached out to the customer and has left voice mail messages with no response.   If the customer wants an appointment, please have him call and talk to the service advisor. 

  Customer Answer

  Date: 06/07/2022

  [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:
  

  General ** has not called and left any voicemail that we have not responded too.  We tried to call and reschedule appointment because we live so far away that we can't just make a trip anytime we want.  We could not get anyone to call us back and were even given the service advisors personal cell number and he will not respond to the text.  When we did talk to someone on the phone they told us that the seat would be covered under the warranty because they say we broke it even though, we told them about the seat when we bought the ** and it has been broke since the day we got it.   Please have them call and make it right.  We are tired of calling and can't get anyone on the phone.  We would like to hear from someone that can help resolve the issue and quit lying about calling because we keep records just like General keeps.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/09/2022

  General ** is dedicated to addressing the concerns of its customers.   The customer called a store on October 16th and set up an appointment for 4/18/22 for the seat, and the customer missed that appointment. Service has reached out to the customer and left voice mail messages without response.   Suppose the customer wants to have his ** seat fixed. In that case, the customer needs to call the scheduled appointment, or since he lives too far 
  away, he will be able to take his ** to any of the ** service centers of his choice.   We will be happy to service their **, but we understand that the distance and time can create an issue with the customer

  Customer Answer

  Date: 06/12/2022

  [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:
  
  General RV never said who will be responsible for fixing the seat and if the warranty will be honored as it should be.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke with an online agent today to trade in my rv for a new rv during the companies trade up and save program. I was looking for 27k for my trade in and initially was told 23k. I said unfortunately that was not enough and I would only do it for 27k. The online agent **** called back and said they could go to the 27k on trade in value. I said thats great and we worked out an agreement. I provided my credit card for the hold on the new rv, sent in my drivers license and everything seemed good to go. I was told the business manager would reach out to myself and my wife later in the day to start the paperwork for the new rv. **** minutes later i get a call back from **** saying his business manager would only go up 400 dollars on my trade in. I said excuse me, we had agreed to 4k when you called me back and said it could be done. He said he didnt have approval for that and the person above him could only do 400 dollars but maybe if he takes him out to lunch he'll change his mind. So i said you called me back saying you could do something you had no ability to do? I said what about the trade up program for the additional bonus on the trade in. He said 23k was all they could do and no trade up value would be provided. So now you're telling me to promo program you are doing isnt even anything. Essentially its a tactic to get people in the door. So basically i was lied to by your worker to get a deal done, and then when we had agreed to a deal it was pulled out from underneath us. I could see if financing didnt come through and an agreement being changed. However, this person called me back saying they could do something to get a deal done and he could not do what he said. He should have spoken to someone in charge to approve that before even reaching back out. Poor customer service. I want the trade in deal that was agreed to and offered by the company of 27k. You shouldnt take someones credit card info and drivers license info on false promises and lies.

  

  Business Response

  Date: 05/24/2022

  General RV is dedicated to answering customer issues.  The customer reached out and was working with web sales. The customer was given information that was not precisely correct.  The situation has been dealt with and has since been resolved, and the customer will be picking up their new RV on May 31st. General RV wishes them many happy memories to come in their new RV. 

  Customer Answer

  Date: 05/24/2022

  [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. The business has already stepped up and made it right. Appreciate them doing so and working with them in the future.

  Regards,

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

• Initial Complaint

  Date:05/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted several people regarding the repairs that needed to be made to my RV day one when we picked it up in March. I have contacted many people regarding the issues. No one has got back to me. I have returned calls and left messages and still have not got any resolutions to my problems.

  

  Business Response

  Date: 05/25/2022

  General ** is dedicated to addressing customer concerns.   ********************** has often reached out to them to schedule an appointment with no response back.  *** service advisor finally had a chance to talk with the customer, and he stated that his wife lives in the unit now and he cannot bring the ** in for service.   Service order a new rim and tire sent directly to his home per his request.  If the customer would ever like to bring his unit in for service, he just needs to call and make an appointment.
   

• Initial Complaint

  Date:05/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a used RV at General Rv with the hopes of buying a fully functional coach. We were told that the unit had been thoroughly inspected and was in working condition. We ****** informed them about the usage of the unit. We were getting as a guest house for my mother who just had a Bone Marrow Transplant. During our walkthrough, we were told that the refrigerator wasn't working and that it would be fixed upon delivery. That was the extent of what we were told was wrong however since then the water pump has stopped working and the shower backs up. The importance of things working in the unit is vital to my mother's health. They have really put us in a very difficult position. If all of those things were wrong with the unit we should have been informed and that unit should have been greatly discounted. We want them to take this unit back in exchange for a proper unit without any negative ramifications on us.

  

  Business Response

  Date: 05/12/2022

  General ** is dedicated to addressing our customer concerns.  Service has spoken to the customer on 5/9, 5/10, and 5/11 this week.   A mobile ** service went out on Friday, May 6th, after sending our techs out on May 3rd, in which they tried to reset the refrigerator.  On May 6th, the ** service inspected the fridge and determined that the refrigerator needed to be replaced.  On May 11th, the mobile service went out, and we removed and replaced the refrigerator; the water pump was not working, so the service redid all the connections and wires;it now works as designed, and a foul odor is coming from the tanks, tanks needed to be flush and clean all tanks.  The customer was offered to bring in the unit a couple of times, but they stated they had no way of doing it.

• Initial Complaint

  Date:05/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been seeking a solution to fixing our 2021 Entegra **. We have taken the ** to General Rv in ***** ******* 3 separate times. They have not fixed the issue. Every time we have had to call or email multiple times. This time we are no longer receiving returned calls or emails from anyone. The Rv is still under warranty.

  

  Business Response

  Date: 05/23/2022

  General RV is dedicated to addressing customer issues.   Service reached out to the customer regarding his complaints, and the customer informed us that he had taken his RV somewhere else to have his repairs done and no longer needed our services. 

  Customer Answer

  Date: 05/29/2022

  [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:  The only reason they called is because of the complaint to BBB.  They had no intention of fixing the problem since they ignored 5 phone messages and three emails to their entire managment staff. It is disappointing to know that we spent over $100K on an RV through them and their business plan is to just ignore people until they go away.  At this point and due to their complete incompitance I would not want anything from General RV ***** and would like this on the record for other potential buyers.
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************