Complaints

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

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  MHS RV

  5411 S Interstate 35 W Alvarado, TX 76009-6381

• 

  MHS RV

  100 O’Banion Way Alvarado, TX 76009

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:11/11/2024

  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.

  On March 8, 2023, I signed a contract (Contract #*****) to purchase a 2023 **** Motor Coach from Motor Home Specialist and paid a $2,000 deposit. Additionally, I incurred $2,000 in travel expenses to inspect the motorhome in person. Upon inspection, I discovered multiple significant quality issues with the vehicle, including a cracked window and poor craftsmanship, none of which were disclosed prior to my arrival. Based on these defects, I decided to cancel the purchase and requested a refund. Since September 22, 2024, I have sent multiple letters to the company, including correspondence addressed to CEO *****, but I have yet to receive any response or resolution. Therefore, I am formally requesting a refund of the $2,000 deposit and $2,000 in travel expenses, totaling $4,000. I kindly ask for your assistance in communicating with the company to help facilitate a prompt resolution.

• Initial Complaint

  Date:07/05/2024

  Type:Product 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.

  Bought a 2024 Thor Indigo motor home, I was not allowed to inspect the Motorhome before purchase they only had me do a class to show me how to run things. The Motorhome was very hot I told them I though the ** has an issue they said it was fine that they had the door open all day. After the class they took me inside to sign papers, but my credit card would not work so we stayed in their campground in our old Motorhome for the night. They locked the new Motorhome up and would not allow us to go through it until they got my down payment. The next morning they took me to finance again and got the down payment and had me sign an As Is warranty. I didnt realize what this meant and it was not explained and I was never given an opportunity to inspect the Motorhome thoroughly, The As Is warranty even says that I inspected it. I did not since was never given the chance until they took my money. The motor home has many issues, generator does not run, **s do not cool. We had to stay in the Motorhome for two nights before we could return to the dealer since it is 4 hours from my home. It was 92 degrees in the Motorhome during the day. I have proof. I called the dealer 40 minutes after driving out and told them was was happening I was told they would try to get me in for repairs on Monday. I made them give me a Friday appointment she said that was all she could do. Her name was ****.

  Business Response

  Date: 07/15/2024

  The Service Director told me the customer dropped their coach off on Friday July 5 and they are working on all concerns. The issues the customer is having are all manufacturing defects and being covered under the manufacturer's warranty.

• Initial Complaint

  Date:06/14/2024

  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.

  Around October of 2023 I traded a Recreational vehicle trailer for a Integra class B **. Upon receipt of the ** i used it for a trip ONE Time. The solar portion of the ** was inoperable. I contacted MHS and they advised me to bring it in for them to look at. They attempted to repair and where unsuccessful. They advised me they would take somewhere else for repairs. It has been under repair ever since. I am expected to continue to pay my monthly payment on the vehicle and I am unable to use it. I have been paying on time every month without much communication about the vehicle, repairs or when i can expect to have it back.

  Business Response

  Date: 06/18/2024

  The sevice advisor responded: I spoke with customer and told her the coach was ready. She said she had some decisions to make but would not let me know. She will call me back on Monday on when she can pick up the rig.
  

  Customer Answer

  Date: 06/20/2024

  Complaint: 21850494
  
  I am rejecting this response because: I have been unable to use the rig since i purchased and have been paying on ut monthly without the use of it. I am not confident this is not a lemon. I find it ironic that after the complaint it suddenly ready. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/28/2024

  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.

  We scheduled and appointment for repairs on Aqua Hot and furnace for December 4th, 2023. At the time the ** was our full time home. We were told the repairs would take a couple of days. We stayed in a hotel while waiting. They called us after evaluation of ** and the cost was 4, ****** to repair. After a couple of days we were then told it was going to take about a week. We then decided to go to ****** and visit family. After a week repairs were still not complete. We had to drive back home to ******* for work. We lived out of Hotels during this time, which got expensive. Before leaving to ******* we asked them to please keep ** plugged in because the refrigerator was full of food. They said that they would keep it plugged. After 3 months of waiting, calling, texting we still do not have our home. But they did bill us for more repairs and we paid when asked. They had to order parts and wait for those parts to come in. During this time we had other minor repairs that we asked them to take care of, while they were waiting for parts. We were notified that it was ready for pick up ln February 26, 2024. Totalling ********. At the time of pick up Aqua Hot was still not working. And to this day we are still waiting for our **. March 27th 2024.We need this resolved, please with your help.

  Business Response

  Date: 04/19/2024

  When this coach was taken in for repairs, there was extensive damage done to the Aquahot that was not discovered on the preliminary diagnosis. It was found out later that this coach had been previously hit by a electrical surge that had taken out most of the controls for the Aquahot system. Repairs have been a fix and find more issues process. This was explained to ******************** and he agreed to it since he purchased the 2016 American Coach used. Not once did ******************* complain about the repair process.
  
  Once we sent the control module for the aqua hot system back to silver leaf for testing, then he started to have issue. I answered every email that was sent to me and almost every VM he left with up to date responses from Silver leaf when I was able to get in contact with the tech in charge of the repairs. I let the customer make the decision to have testing halted at ********** and have the new, unused control module sent to us for installation on the coach. We are waiting for the module to arrive here...

  From the Service Manager: Coach has a silver leaf issue ********************* spent hours and I mean hours on diags and troubleshooting this with silver leaf, they sent us a module and it didnt work nor fix it, and we had to send it back to silver leaf and they are supposed to fix it and now silver leaf is sending it back to us because they cant figure it out either. Silver leaf is also not the easiest to deal with. We also have not taken any money on this job only money he has paid was the work that was completed and was happy with. Customer thinks it is just a simple fix and it is everything but that.
  
  The customer came and met with me and I told him I would refund every dime he has spent on the silver leaf issue and he was no I really just want you guys to fix it and decided to leave it here.
  

   

  Customer Answer

  Date: 04/25/2024

  Complaint: 21497339
  
  I am rejecting this response because: I am rejecting this response because: I originally took the ** in due to the furnace repair and the aqua hot was working. Since the ** has been at MHS it has now acquired damage to the aqua hot. My theory is when they called me that everything was fixed on Friday February 23rd that it was fixed and ready. I drove to pick up the ** in ******** on Monday the 26th of February and before leaving I did my due diligence to make sure everything was working properly and found that it wasn't. My ** had not been hit by an electrical surge while I've had possession of it because everything had always worked other then the list I gave to MHS. The ** has a internal power surge protector, and I also use a second surge protector by hooking up to the pole. If MHS say that my ** was struck by lightening it would've had to occurred while in their possession. I had also had conversation with ***** and he said he would keep our ** plugged in due to the food that was stored in the refrigerator/freezer. When I arrived to pick up the ** it was not plugged in and that could also be a reason why the power surge was damaged while in the custody of MHS. Since that occurred I had to clean out $300 plus worth of rotten groceries in the refrigerator. I was disgusted and frustrated that after months of dealing with this that the issue still was not fixed. I was told wouldnt be more then a week for the issue to be corrected so I didnt bother messing with any groceries in the freezer. Now that we are in the end of April I couldnt even imagine the stench there will be if it hasnt been plugged in due to their negligence.
  
  As far as the module we are now on the 3rd one and this has been an issue since December. I received an email today by ***** that the module was delivered late Tuesday April 23rd. ***** said that Silver leaf was hard to deal with and didnt communicate well with them. I called Silver leaf myself to see if/when the module was sent to MHS and *****, the Silver leaf tech said that they shipped the module to MHS on April 15th and arrived to MHS on Friday April 19th and 10:40AM. Silver leaf also provided me with the tracking #1z5613xw0356216395
  We have gone through 3 technicians with MHS. The 1st guy quit, 2nd guy said it was ready and it wasnt. The 3rd guy said he couldnt figure it out. 
  
  What I would like to see with MHS would be for them to compensate me for all the unnecessary stress they have caused me and my family. Weve had hotels, air b&bs, and stayed with family while our ** has been in the shop. Also weve had a couple of trips to and from MHS which are 10hr drives round trip. This has kept me from work and a lot of my other duties that I had committed to. I would also like to have a deep disinfection cleaning on my refrigerator/freezer. 
  I feel like with all these issues I should be refunded half of my cost for the parts/labor, hotel stays, groceries, and mileage.
  
  Then I will start back at square one with another ** shop.
  Sincerely,
  Unhappy customer ***************************
  
  Regards,
  
  ********* (*****) ********

  Business Response

  Date: 04/30/2024

  The Service Manager has agreed to reimburse customer for food and the Vendor Silverleaf is resolving their issue.

• Initial Complaint

  Date:12/04/2023

  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.

  They promised me on the phone that they would give me a refund if I came out to look at the ** and chose not to get it; however, they refused to work with Navy Federal and ruined my credit by running my information with credit servicesI was unable to purchase the ** because they refused to sell it to me and then complained that they had to pay to get the vehicle ready for me but had no answer to why a brand new vehicle with wrapping still on it needed to have repairs, it is a **** vehicle and why that was for me to pay. At the same time, they had promised me a refund if I even just didn't like the vehicle, which was the reason I was willing to put a down payment. These are manipulative business practices and they even lied to me saying that they were a fellow former Soldier (I am still currently on Army Active Duty) and they promised me that they would never lie to another service member.

  Business Response

  Date: 05/06/2024

  It very clearly states on the 2 signed documents attached that the deposit becomes non-refundable once the delivery preparation for the coach begins. According to the sales ***** the delivery prep was completed before MHS was notified that customer did not want the coach.

  Customer Answer

  Date: 05/06/2024

  Complaint: 20951501
  
  I am rejecting this response because:
  

  The vehicle was not prepared in advance; I arrived a week early to see the vehicle, which was explicitly stated that I could see and even stay in overnight to see if it was what I wanted; lastly, I only agreed to hold the vehicle but never stated that I guaranteed I would purchase the vehiclemy credit hadn't even been ran at that point and the dealership refused my check.

  This is theft from a Service Member after being told on phone records that the payment would be refunded to me and that I "had his word as a former service member and marine." 

  Liars and cheats.

  All I ask is that you refund me that amount stolen and I will even remove my comment on your website about the theft. Otherwise, I will write comments about this process instead.

  Think about the reputation you want; meanwhile, I will be having the phone records pulled and instead, this may be a lawsuit. 

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

• Initial Complaint

  Date:08/02/2022

  Type:Delivery 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.

  On July 27,2021 We communicated to Motor Home Specialist RV Sales person *************************** thru texts and phone calls regarding a 2022 Forest River Forester 2401T STOCK ***** and provided a deposit to their ******* Account No. ************ for $5,000.00 . *************** told ** that MBS Sprinter Motorhome will be available for pickup on October 2021.That has not occur and now they're saying possible delivery date is ***** 2022.We want our money back by December 16, 2021 before the end of business day.MHSRV didn't fullfill their promised delivery date and we tried to buy other Class A RV that showed available from their emails but they couldn't sell as well.

  Business Response

  Date: 12/07/2021

  RV Retailer, LLC is a corporate entity for a network of RV dealerships and does not transact RV sales or service. We have forwarded this concern to the General Manager of the dealership that provided the service to work with the customer on a resolution.
  

  Customer Answer

  Date: 12/20/2021

  The answer from the business was that they were going to forward this matter to MHSRV for them to respond, which they never responded.This case shouldn't be closed as resolved since we have no received our money back. We have already provided documentation. Case can't be closed is not acceptable. Thanks

  Customer Answer

  Date: 12/22/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  December 22,2021 - MHSRV Sales Specilaist *************************** told us in texts and voice recordings that our 2022 Forest River Forester Stock JFR38093 was going to be available thru October-November 2021 and didn't happen. We tried to buy other stocks from MHSRV and ****** said OK then NO.. And we have proof of it. We don't trust anymore on MHSRV and our rights as consumers is to have our money back since we performed the transaction with MHSRV and not the manufacturer. We want the media news and social entities help since our consumer rights have been abused. Date of 12-16-21 for receiving our $5K back has already expired. Your organization is a million dollar business and should exercise honesty and transparency by returning our money back. Thanks

  Business Response

  Date: 12/22/2021

  The delays in receiving product and the manufacturing of the coaches is regrettable but totally outside of the dealership's ability to impact or change. We apologize for the inconvenience and frustration this causes any customers.
  *******************
  Director Customer Relations

• Initial Complaint

  Date:07/29/2022

  Type:Delivery 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 new 2022 Thor Magnitude on a **** F-550 chassis in May 2021 from Motor Home Specialist in ********, **. They were not able to locate a second set of keys/fob and promised to send them to me.It is now more than 3 1/2 months later and I have consistently sent emails every 2-3 weeks to the service manager, his designee and the salesman, but I still do not have a second set of keys. Of the two dozen or so emails I have sent I have received two replies, promising that the key/fob is coming.I contacted Thor, the motor home manufacturer, for assistance but they say it is the dealer's responsibility because they lost the key.Now, I am faced with an additional expense of at least $500 for a second set of keys/fob from a local **** dealer.

  Business Response

  Date: 09/03/2021

  RV Retailer, LLC is a corporate entity for a network of RV dealerships and does not transact RV sales or service. We have forwarded this concern to the General Manager of the dealership that provided the service to work with the customer on a resolution.
  
  
  Complaint Response Date bumped because: Holiday

  Customer Answer

  Date: 09/20/2021

  Dear ****************,
  I am not satisfied with RV Retailer's response, which simply indicated the Motor Home Specialist in ********, ** General Manager would be contacted.
  As has been the case since May 2022 when I purchased my brand new RV, there has been no response from anyone at Motor Home Specialist since I filed my initial complaint.
  It is puzzling to me that the BBB would consider a case closed after 10 days when the reason for the complaint was that the dealer failed to respond for the previous 120 days.
  All I am trying to do is get the 2nd set of **** ignition keys/fob that I am entitled to.
  *****************************