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:02/03/2025

  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.

  Bought our Momentum 395MS from A&L Rv and immediately had issues with it. I’ve talked to no less than 6 people from the dealership and can’t get any of them to get me help on warranty issues surrounding my camper.

  Business Response

  Date: 02/07/2025

  We have reached out to the customer with out success to this point. He has not returned our calls. Customer has a few warranty issues which we would love to help him address. We have advised him that we can get him in immediately if he schedules an appointment. He requested we come to him to complete the repairs unfortunately we do not provide mobile service. We can get him in today if he would bring the coach in. 

  Customer Answer

  Date: 02/07/2025

  
  Complaint: 22891329
  
  I am rejecting this response because: I was told by ***** from their dealership that they would send a technician out. The fact they claim multiple attempts of calling me is a lie. I have checked all my phone records and I only have 1 missed call from them and their service foreman left a message and told me to call him back. When he called back I was not happy with the resolution and asked for the general manager to call me. He has never called and I haven’t heard from them since. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/18/2025

  We are willing to get customer in to one of our locations at their convenience.  Again we do not offer mobile service and have not offered this service in the past.

• Initial Complaint

  Date:11/05/2024

  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.

  They have been working on my brand new camper on and off over a year. Never fixed the problem. Only made it worse. My slide was leaking. They fixed it. Got it home and it ended up leaking worse than before. Picked it up after they supposedly fixed it and had other parts of the slide broken. The tech that supposedly fixed the camper according to their paperwork had never saw my camper before or never worked on it. So they lied and falsified repair documents.

  Business Response

  Date: 11/05/2024

  The first time we looked at the customer slide was March of 2023. No work was done at that time. Customer returned March of 2024 stating the slide seal was not touching. Repairs were completed on work order 166295 and billed to the customer warranty. Customer again returned this September complaining of a slide leak again. We leveled unit to ensure proper operation, adjusted slide to where all wiper seals touch. We inspected welded frame tracks for crowning and found they are intact. Slide seals are compressing as intended. Ran the slide out and back several times to make sure operation was working and slide was adjusted. 

  Business Response

  Date: 11/05/2024

  We have not billed the customer any money to substantiate any refund. If the customer is still having issues we would be happy to address at his convenience. 

  Customer Answer

  Date: 11/05/2024

  
  Complaint: 22512216
  
  I am rejecting this response because:  I had a third party Certified RV tech come to my house and fix my issue. While water had already gotten into the wood on the slide I'm now running a dehumidifier to draw the moisture out of the rv slide area.  If they would have fixed the issue the first time it wouldn't have gotten worse and required a second fix. Which you still didn't do correctly. I don't want to deal with A&L RV anymore. I've had enough of their lies. And it's not just me. Theres a whole social media thread now about how bad they are.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/24/2024

  Type:Billing 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 service contract on a 2024 Brinkley Camper on October 25, 2023 which would come into effect after the factory warranty. The camper was sold on July 26, 2024 and we immediately requested a refund. No claims were filed and camper at time of sale was still under Factory Warranty. Therefore, we should have a full refund of the $3950 we paid. After request of the refund, we only received 2381.60, they also filed the cancellation for August 29, 2024 and not July 26, 2024.

  Business Response

  Date: 09/24/2024

  Just because they did not use the warranty does not mean they get a full refund. The warranty company figures the amount of refund available and that is not decided by us. 

  Customer Answer

  Date: 09/24/2024

  
  Complaint: 22325534
  
  I am rejecting this response because: I was told told from the warranty company that A & L decide the amount and to contact A &L Rv about any refund that wasn't correct. I called and left message to A & L Rv and no response. Also I talk to **** the F&I person in the Chocowinity,NC where we purchased in July and told her to cancel because we no longer had the Brinkley Camper. She said she would handle the cancelation but she didn't file until a month later according to the Warranty company.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/25/2024

  Don’t know who they talked to at the warranty company but if it was up to us we wouldn’t want to refund anything. They send us a check and the amount that needs to be refunded to the customer. At no time have we ever told the warranty company how much should or should not be refunded

  
  

• Initial Complaint

  Date:09/12/2024

  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.

  Bought our Forest River camper 2 years ago. We are now having issues with the slide coming out. Upon further inspection, they have stated the slide was assembled wrong by Forest River. Neither company is willing to fix their mistake. They expect us to pay over $3k out of pocket to fix something that was done wrong to begin with. They say they sell quality products backed by quality service and that is not the case.

  Business Response

  Date: 09/13/2024

  After working with the manufacturer of the component and giving them additional information we are please to say that the item under question will be covered by the manufacturer. We will communicate from the dealership to let the customer know the good news.

   

  ****

  Customer Answer

  Date: 09/23/2024

  While we were satisfied that they did call back and tell us that the warranty would cover the slide repair. It would not cover the seals. I specifically asked a total cost before i approved the repairs. I was told it would be $400. Received a phone call this morning that the camper was repaired and ready and that it was $655. Price difference was never discussed or approved by me. 

  Business Response

  Date: 09/23/2024

  We will have manager look into this and get corrected. I’m assuming you haven’t talked to anyone but the advisor?  

• Initial Complaint

  Date:07/12/2024

  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 am attaching the letter I sent to them one week ago today and I have had no response from any of them. I sent it to four different people within their organization. We have been dealing with this since July 2023. It would be great to have this resolved ASAP since this has been ongoing for so long with no resolution. I have attached the letter that was sent last July 5 that explains what we have been dealing with and going through since day one. We need a resolution since we spent 82k with them. We paid cash for it and as soon as we walked out of the door we were not treated right and our camper has had WAY too many issues that have never been resolved.

  Business Response

  Date: 08/03/2024

  We communicated directly with consumer to rectify the issues. 

• Initial Complaint

  Date:06/20/2024

  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 bought our camper from their Sevierville location in July 2023. Our brand new camper came with a year long warranty. Within one month of purchasing we have had issues with our AC not cooling, a leak in our kitchen sink and our fridge not cooling. Each time we contacted the dealer only to find out it is almost impossible to get in touch with anyone. At the beginning they came out a few times and “fixed” problems only to have the same issues later. As the year went on each time we called we would get excuses or not even a call back. We since had to fix our own issues even though we have a warranty. Our warranty is almost up and of course we’ve sunk more money into the camper than we should have due to their negligence. The very latest issue we have had has been our fridge. It’s not even a year old and someone came out to fix it since that was beyond our expertise. We were told by A & L the guy that fixed our fridge would get paid for his services. He has yet to get paid by A & L. We still have issues with our camper and still no one will return our phone calls. They have the worst customer service and do not fall through with what they say they will do.

  Business Response

  Date: 06/20/2024

  I have notified our Service director and the new service manager in Sevierville to reach out to the customer to get the repairs done asap.  If they have not reached out to them by 6/21/2024 please contact me at ******************** and I will get them right away.

  Business Response

  Date: 06/24/2024

  We verified the vendor that completed repairs for the customer has been reimbursed for his invoice. We advised the customer again that we do not provide mobile service or recommend any specific vendor. The customer was offered an extended warranty that would assist with the cost of mobile repair visits at the time of purchase and did decline the contract. If Mr. ********* does need help we are happy to schedule him in to our shop at his convenience. 

  Customer Answer

  Date: 07/05/2024

  Also regarding this message from A&L: We verified the vendor that completed repairs for the customer has been reimbursed for his invoice. We advised the customer again that we do not provide mobile service or recommend any specific vendor. The customer was offered an extended warranty that would assist with the cost of mobile repair visits at the time of purchase and did decline the contract. If Mr. ********* does need help we are happy to schedule him in to our shop at his convenience. 

  We were NOT reimbursed for the invoice! And again, we were not told the total truth about the extended warranty with the purchase! We spent 82k with this company and should not be treated this way. 

• Initial Complaint

  Date:06/03/2024

  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 purchased a 2022 Grand Design Transcend 245RL September 2021, took it out in October 2021 went to turn on heat it didn’t work because it was on a weekend I called a mobile Tech he found plastic shavings preventing the burner from lighting and fixed it, I just ate the expense. October 2023 I notice the pvc panel on the slide warping I touched it and it was so hot I burnt my hand thought it was from the sun so I brought it home. May 2024 I was getting the RV ready for a trip had the slide out turned on the refrigerator and the next morning I noticed the panel warping again I touched it and again burnt my hand it was only 50 degrees out so I knew it wasn’t the sun, also the graphics on the front are peeling off and there is static in the sound system since we purchase it I contacted Grand Design they just said to bring it to the dealer which is over an hour away so I contacted A&L RV where I purchased the unit and they told me I am responsible for any repairs. This unit is un safe it’s a fire hazard and because of that I want them to come get it and fix it at there expense this is clearly a defective unit. I have had a few other RV’s and never had issues like this. Also when we purchase it the finance guy kept adding things to the purchase which I stopped except for the so called sealant which sealed dirt into the finish that I can not get off I find this place to be very shady in there business. Also I have only used this RV 3 times since I purchased it and should not be having all these issues.

  Business Response

  Date: 06/03/2024

  According to the manufacturers warranty the customer is responsible for bringing the unit in to have it serviced.  Since he has spoken to Grand Design and they informed him to bring it to us to look at then they (the people who built it) are requiring him to bring it in.  Since the unit is this old the manufactures warranty may not cover repairs.  We do not make this decision as it is not our warranty but the manufacturers.  We will be more than happy to repair the unit under the warranty from the manufacturer.  Also the striping that is peeling could possibly be covered under the sealant warranty if he did take that out.  The only way to get this resolved is for him to bring it in so we can submit to Grand Design and get a ruling from them as to coverage.

  Business Response

  Date: 06/04/2024

  Maybe I didn’t understand what is unsafe about bringing it in for service. The furnace does not have to run to bring it in. The refrigerator doesn’t have to be on to tow the unit in. He can bring it in and we will be glad to diagnose and repair under any warranty he has either through Grand Design or other warranties he may have. 

  Customer Answer

  Date: 06/06/2024

  I could see I was getting no where with A&L RV they did not offer to repair the piece of junk they sold me all they did was offer to look at it at my expense. I filed a complaint with the Tennessee Attorney Generals office and they have taken it from here.

• Initial Complaint

  Date:10/02/2023

  Type:Customer Service 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.

  On 7/15/2023 we took our Flagstaff Microlite into the dealership to have the air conditioning checked out. It was determined that the air conditioning unit needed to be replaced. We were told by the service department that they would have to file a warranty claim with Forest River and it could take a few weeks to get everything done. Today, (11 weeks later) we pick up our unit, take it home, and let the air conditioner run for about an hour to discover that the a/c is not cooling. My husband climbs on the roof to discover that the a/c has never been replaced. The old unit is still there. Our receipt says that a warranty claim was approved. Also, the dealership had our camper for several weeks initially and then asked us to take it home because there was no room on the lot to keep it while the parts were on order. Our camper was damaged while at the dealership and no one told us. We noticed the damage while picking up the unit.

  Business Response

  Date: 10/17/2023

  We scheduled *** *** **** ******* to rectify the concern over a week ago, Our service department replaced the rooftop air conditioner with a new unit, customer was satisfied with the end result witnessing the air conditioner blowing cold air. Customer picked up their camper.

  Customer Answer

  Date: 10/18/2023

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

• Initial Complaint

  Date:08/30/2023

  Type:Customer Service 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.

  We bought an RV from a and L RV in Johnson City, Tennessee in February 2023. It's a brand new C class RV.. the manufacture is Forest River and it is an east to west Entrada. Our first trip in the RV was to Florida in June of this year. We discover quickly that the generator would run, but it would not to convert over to generator power in the RV. With this in mind, we had no air-conditioning the entire vacation while in the motorhome. Upon purchase, we had also bought the extended lifetime warranty from the dealer, and the RV is still covered under the manufacturers warranty. When we returned from Florida in July, we had an appointment to take the RV to the service department in Johnson City Tennessee on July 5. We did and gave them the keys to have them look at it. They kept it over a month and on August 7 we received a text message telling us to come and pick it up as it was taking up too much space in there a lot, even though it had not been repaired. Their excuse is that they're waiting on approval from the manufacturer warranty on a defective fuel pump for the generator. The service department has the worst customer service that I have experienced. The manager of that department, *****, is incompetent, and speaks very graph with every customer. When I told him that I was getting frustrated about getting the runaround, he screamed at me that I needed to calm down. That didn't sit well with me so I attempted to speak with ******* the GM, and he was no help at all. Today is August 29 and we have not heard anything from them about repairing this RV and we paid over $100,000. The level of incompetence at this service department is unforgivable. This dealer is only concerned about making a sale and not standing behind their products. The summer is almost gone and we have only taken one trip in this brand new RV and it was miserable because of no air-conditioning. Looking at other complaints that have been reported on this dealer, it seems they have a canned response

  Business Response

  Date: 09/14/2023

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

  I apologize if you felt myself or my other team members did not treat you satisfactorily, this was not our intention. We appreciate you bringing your camper in on September 4th to rectify the generator issue, we replaced the fuel pump and confirmed operation as designed. We also addressed a few other concerns for you while on this visit.

  If there is anything else we can do for you until your other parts arrive, please reach out to our service department. Thank you. *****

  Customer Answer

  Date: 09/15/2023

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

• Initial Complaint

  Date:08/21/2023

  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.

  Purchased a camper in May of 2022 we didn’t receive tags for the camper until March of 2023. I was told the title was mailed to the previous owners and they had to file for a lost title. We have now taken the camper for yearly inspection in May of 2023 it is now the middle of August 2023 and have yet gotten an answer on the warranty work that needs to be done. This work is nothing major so it’s very hard to understand how a simple task can be such an issue. We only need the new sealant around the skylight and outside track needs fixed. We have attempted reaching out several times and every time we get they will call us back but that never happens. We would like to have the warranty work completed and be done with any dealings with this company this has been the worst experience I have ever had with any dealership.