Complaints

This profile includes complaints for Great Escapes RV Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Great Escapes RV Center

  18155 Old US Highway 66 Eureka, MO 63025-1066

• 

  Great Escapes RV Center

  5750 Highway 62 W Gassville, AR 72635-8615

• 

  Great Escapes RV Center

  1099 E Evergreen St Strafford, MO 65757-9085

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:08/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an RV from them,We got 3 water leaks,they told me to get a repairman to fix them,pay him and they would reimburse me the money,which was $421.14 This was done on 11/14/2023 and I've tried everything t/o get them to pay me what/they owe me,they will not.

• Initial Complaint

  Date:11/02/2023

  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 went to purchase RV. We had to leave a check for deposit. **** did not work out and they cashed our check anyway. They admit they cashed check in error but have not refunded our money. They continue to lie and evade refund promising to give our money back but have not. Documentation can be provided.

  Business Response

  Date: 11/27/2023

  I was unable to find a record of this transaction. Please have the consumers contact me directly at the ****** location. I'm the General Manager and will look into making sure they get their deposit back.

• Initial Complaint

  Date:07/11/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  In February of 2023 I dropped off my RV to be sold under consignment through Great Escape RV. I signed 3 contracts with this company. One for ******, ******, and then another one six months later for 45,000.The general manager *****, who was fired, lied to me for 6 months about marketing my property. It never once was uploaded to their website where it would've gained traction, sold, and gotten me money for it.I have contractual proof and text messages from ***** that were blatant lies about my unit being posted.6 months later I was contacted and told of this negligence. The office manager set up a new contract with me. In her email along with the contract she stated she would wipe down the unit, box up all personal belongings, and fix the underbelly of my unit at no charge.One month into the contract she messaged me, forcing me to pick up my unit. When I asked about the repairs being done so I could transport, I was met with "When can you get it?" Great Escape sat on my unit, which did nothing but lose value in that time. Rates increased on loans making it even harder to sell. My new 30 day contract didn't even have a listing with pictures of my unit on it. Just a floor plan, for 30 days.This company has not only wasted my time, but has lost me thousands of dollars worth of value on my unit. After requesting all contracts be sent to me, the unit wiped down, and the underbelly fixed; per the managers email. I have not received any contact from the company at all.

• Initial Complaint

  Date:07/07/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  The Great Escapes RV Center broke a legally binding contract with my family. In January 2023 my family dropped off a camper to sell on consignment. The consignment stated that the company would list it for 30 days at the agreed value with an option to extend the consignment. June of 2023 after months of being told that the camper was getting hits and potential buyers, to figure out they never listed it at all and never did any repairs they said that they would do. They made us sign three different consignments because of the negligence on their part. 30 days pass from June and ******** **** the General Manager tells us we have to pick it up. They did not do any repairs, and also did not honor the option of extending out consignment. Up until this point the family has given the company grace in regards to the HUGE mistake they made. This has not only affected my family mentally, but we have also lost value on the camper with it sitting there for half of a year.

• Initial Complaint

  Date:05/09/2023

  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.

  I had an appointment scheduled for a drop off service on April 25th, 2023. ***** the service advisor told me at drop off, he would put in a not to have the unit completed by May, 6th. May 8th, I call for an update, as two weeks have passed with no communication from the dealer. I spoke with the receptionist, she told me it was *****'s day off, and she would have him call me when he got in on the 9th. May 9th, I call the dealer again at aprox. 11:30 am, ***** informs me that he doesn't know when my camper will be looked at or serviced. I then spoke to the service manager who assured me they would get to the camper that day.

  Business Response

  Date: 05/25/2023

  WE APOLOGISE FOR ****************** DELAY IN REPAIR. ****************** HAS PICKED UP HIS REPAIRED RV AT NO CHARGE TO HIM. 

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:04/13/2023

  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.

  Dear Sir/Madam, I am writing to file a formal complaint against Great Escapes RV regarding the delay in receiving my warranty checks and the lack of response to my repeated attempts to contact the company. On July of 2022, I submitted my warranty claims to Great Escapes RV and was informed that I would receive my reimbursement checks within a reasonable timeframe. However, it has been over 8 months since I submitted my claims, and I have yet to receive any reimbursement from the company. In addition to the delay in receiving my reimbursement, I have also attempted to contact Great Escapes RV on multiple occasions to inquire about the status of my claims. Despite calling the company 14 times over the course of 3 weeks, I have not received any response from the company. This delay and lack of response from Great Escapes RV has caused me significant frustration and inconvenience. As a customer who has paid for a warranty, I expect timely and efficient service from the company. I would appreciate if you could investigate this matter and take appropriate action to ensure that Great Escapes RV fulfills its obligations to its customers. I am also requesting that Great Escapes RV promptly reimburse me for the amount owed to me under the warranty. Thank you for your attention to this matter. Sincerely, **** ******

  Business Response

  Date: 04/19/2023

  We do apologize for the delay in getting the warranty cancelations refunded to Mr. ******.   Part of the explanation for this is he originally purchased a camper with extended warranty and other products that were cancelable, within a month of purchasing the camper he decided to trade it in for a different one and wanted the products canceled and refunded.  While we did process this request the new loan had not been funded and the state of Arkansas is behind in processing titles and paperwork.  So we had to wait to cancel the products until the loan had funded and then paid off.  This causes delays in the promptness of handling the cancelations. It can also cause frustration for us a business in handling these situations as we are at the Mercy of the state and the loan companies with their processing of documents.  We strive to provide the best customer service and attention to our customers and this time it unfortunately fell short.  We have issed checks for the remaining cancelations on 4/13/2023 and the customer should have received them or should be receiving them this week.

  Thank you

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On July 25, 2022, I put deposit on Camper. When I went back next day to complete the sale, I was told that my choice was sold and they had one just like it. The one they gave me had no recliner which was key to my choice. When they replaced it, they gave me one that was supposed to be electric controlled but did not put in motors, so were manual pull and not comfortable at all. They also did now secure to floor. They tore the vinyl flooring and assured me it would be repaired, It has not to date.The first rain storm it leaked. They came out to repair it and crawled around on my mattress with sheets and blanket.It rained again and leaked again. They came to repair getting some substance on my new sheets and a glue top on my blanket.Refrigerator went out - I lost food.Rain again - leak again. They came again to repair that and replaced refrigerator.Thermostats not working.Refrigerator 10 degrees cooler in back than front. Ice on back.August 29, 2022 They hauled into shop assuring me that they could fix it there. August 30, 2022 Returned to RV lot.Now the main thermostat had air conditioner running continuously. The other one did not work as well as before.They tried to replace it by selling me a new camper, but they were trying to finance $15,000 to $17,000 more than new camper value. Ran credit 4 times knocking my credit down.At this time I can see light from from underneath from my bed, I discovered that bed was A shaped so no one can sleep in center in comfort. They fixed the foot of bed but not head. I believe that it was used when I bought it and that is probably why it was returned. The thermostats are still not working.They are offering to take it back on consignment which means I would still have to pay the $35,700 still owed and they would give me $26,000. My insurance is based on a value of $46,000's.

• Initial Complaint

  Date:08/09/2022

  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.

  I bought a **** ********* **** ***** camper from great escape. I was told if I bought the extended warranty they would come to my residence to fix anything wrong with the camper. I live approximately 2 to 3 hours away from this location. I have had several issues with the camper including doors falling off cabinet Doors falling off, lights not working wires not installed for Internet and cable provider. The vents for the septic were completely clogged with trash and construction debris. I live in this camper full-time with my three kids and wife on our private property. I have recently fixed all these issues. I paid roughly $5800 for the extended warranty on the promise that they would come to my location to fix it because I would not be able to move my house to *** ***** to have them do the repairs. Great escapes told me they would refund my money but it would have to go on the end of my loan. When I bought the camper I put roughly $9800 down. I need to $5800 back that I paid via check so I can afford to fix the rest of the repairs. Great escapes told me they would not and cannot give me a check for the warranty money.

  Business Response

  Date: 08/25/2022

  Good Afternoon,

   

  *** ****** purchased an RV from our dealership. He lives 2.5 hours from our dealership.

  He is not able to bring his RV to our service department for warranty work. We do have a warranty company that he can utilize.

  He would like to cancel his warranty. We will honor that cancelation. The refund for the warranty will have to be applied to the Lien Holder.

  *** ****** did sign a contract for the warranty that indicates that if there is a Lien on the RV and he cancels the warranty the remainder of the cost for the Warranty will go to the Lien Holder.

   

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

  Customer Answer

  Date: 08/26/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The salesman and the Financial manager both told me they would do service calls. There is a great escape RV in ********* which is less than 30 minutes from my home. The only reason why I bought it in *** ***** was because I was made promises. I will not accept the money going on the loan because I had to put approximately $10,000 down. Because I added the warranty to my loan I had to put more money down to purchase the camper. I would not have purchased the warranty if I knew they would not travel to my location. But like I said both the sales person and financial manager told me if I bought the warranty they would come to my residence. I am requesting a check for the warranty amount. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/02/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  In late January/early February of 2022 I contacted Great Escapes RV center in Eureka, MO. I had called more than two dozen RV dealerships and had been clear. I was willing to drive anywhere, but I wanted a dealership who would make an appointment and look at the RV at the appointment instead of having to drop it off and leave it, potentially for months. Only Great Escapes said they would do that, so I made an appointment for April 21, 2022 at 9:30AM. I was thrilled to find a dealership who didn't tell me "drop it off but it'll be 3 months before we look at it." I explained that the water pump had been replaced, and that did not correct the issue. I dropped it off, and was told that they do NOT look at RV's when they're dropped off. It was two weeks before it was diagnosed. The tech said it was a water pump, and wasn't told that the water pump was already replaced. I asked for further diagnosis but was denied, they insisted it was the brand-new water pump. Subsequently, a second opinion (mobile mechanic) diagnosed it as a vent line. I called ****** and told her this, she insisted it was a water pump. By June 1st, the warranty claim had still not been approved. According to Forest River, no claim had been submitted. ****** says that it had still not gone through their "internal team". A quick search of reviews for the business shows more than half a dozen people, all in the last 3 months, complaining about no action taken on warranties. It is apparent that the dealership is actively pushing warranty claims back rather than addressing them or informing consumers. Communication is poor and practices are dishonest. There is no reason for it to take three months to SUBMIT a warranty claim to a manufacturer. Great Escapes RV, and ****** (who claimed April 21st was her first day at the company, despite me having spoken to her in February) need some serious reforms to their practices and dishonesty.

  Business Response

  Date: 06/21/2022

  Good Afternoon,

   

   

  This customer did not purchase the RV from our dealership. The customer called about having warranty work from his manufacturer completed at our dealership.

  We scheduled the diagnostic of the RV, we did the Diagnostic of the RV and the customer was not happy with the amount of time the manufacturer warranty would take to be approved fom the manufacturer.

  The customer then decided to take his service work some where else.

   

   

   

   

   

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

  Customer Answer

  Date: 06/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  

  The manufacturer never RECEIVED a warranty claim. I have documentation from the manufacturer itself that it was never submitted. It is not the manufacturer that is to blame here to the manufacturers timeline, but the dealership not completing their internal processes in a timely fashion and not even submitting a claim.
  
  No true diagnostic was completed, as the “diagnostic” was to replace a part that had already been replaced, and when questioned, the technician stated “We aren’t authorized to do anything but replace the water pump, we can’t diagnose it any further.” And according to Rachel, “They’re not really allowed to check anything else, just the water pump”, despite the water pump having already been replaced and not solving the issue (which was later diagnosed elsewhere, as suspected and as I shared with the techs, as a pinched vent line.)
  
  
  Sincerely,
  
  **** *******