Complaints

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

close

Find a Location

Explore USA RV Supercenter has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Explore USA RV Supercenter

  8751 Collin McKinney Pkwy STE 801 McKinney, TX 75070-1851

• 

  Explore USA RV Supercenter - Beaumont

  21833 Ih 10 Vidor, TX 77662

• 

  Explore USA RV Supercenter

  4300 Interstate 30 Mesquite, TX 75150-2026

• 

  Explore USA RV Supercenter - Beaumont

  1000 Highway 327 E Silsbee, TX 77656

• 

  Explore USA RV Supercenter - Beaumont

  21833 Ih 10 Vidor, TX 77662

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:08/02/2024

  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.

  I signed a contract with Blue Compass ** for consignment on my ** around April of last year. Shortly after there was a change within their company on who was going to be overseeing the consignment, which we were never made aware of. Essentially communication from then on was non-existent. After months of trying to figure out what was going on with our **, we finally were able to get ahold of someone that was willing to try and help on the service side. At this time is when we were told the contract we had was no longer valid and they could no longer offer the same price as agreed upon. Not once were we contacted to communicate any of this, and of course the new price that they were willing to offer me was considerably lower than the original contract because the ** was now a year older. They did not even know the ** was on the lot, of course is now denying that it was ever said. At this point I decided that Blue Compass ** will no longer be selling my ** as apparently we did not even have a valid contract any longer, however I did still need some minor repairs on the ** and decided to have them make the repairs as it was already at their dealership. They made repairs to the awning, water heater, and skirting around the ** which cost me roughly 3k, I picked up the ** and took it straight to my covered ** storage unit to get ready for our camping trip the following weekend. The second I hooked up the ** to water, the entire ** flooded, meaning they did work to the water heater but did not check their work after. So it went straight back to the dealership, they repeatedly mentioned that they were technically not at fault but would do me a "favor" considering all of the other issues from day one. They did replace the water heater and trimming on the cabinets because of course it all had water damage. They are now telling me the entire floor on the main slide is rotted and is no way related to them or their faulty work. Even though their faulty work is what flooded it.

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising 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.

  Beginning on Thu 05/25/2023, I reached out to salesperson ******* at Explore *** regarding sale of RV unit stock # C33105A as advertised on RVT.com website. I inquired about details including but not limited to maintenance of unit, damages, etc. ******* stated that he would get back to me regarding questions, but he did not. I called again on Sat, May 27, and ask same plus additional questions. ******* stated that he could get answers today because his manager was in. When confirming advertised ************************** informed me that the price was not correct on the RVT.com website. ******* stated that "others" had been placing false prices and other info on third party websites and that only prices reflected on "their" website were correct prices. I have screen prints dated today 05/30/23 showing same info advertised previously. Therefore, Explore *** has not done anything to correct the false information and is benefiting from the false info to entice potential buyers to contact Explore ***. I reached out to RVT.com via phone this a.m. and spoke with ****. **** stated that the prices reflected on RVT.com are prices that are extracted from Explore ***** website. Conclusion is that one or both enterprises are offering false and misleading information in order to entice customers to buy from Explore *** under false pretense.

• Initial Complaint

  Date:02/26/2023

  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.

  We purchased a travel trailer on July 18 2022 from ExploreUSA RV Center in ******** ** ************ Mgr is ********************* and we are still waiting on our license plates. I have contacted the management several times each month since the purchase and they always give me an excuse as to why they have not gotten my license plates. They have first said there was problems with the title from **********. I have attached a copy of that title that they received at least by November 2022 and have still not gotten my plates. Now they say they can not get access to the title office without some kind of ID certification. All I want is my trailer tags. This is now going on 8 months I have been waiting. I believe it is deceptive practices or there is some legal issues that they will not disclose to me. I would prefer at this point that they take the trailer back and give us our down payment back. It is financed with **** of America who also does not have any proper paperwork for an item that they have paid for. Thanks for your attention.

  Business Response

  Date: 03/28/2023

  While we never want to see any of our customers have an issue when taking home or caring for any of our fur babies, I do want to address the statements made by this particular customer **************************

   

  On January 5th **************** was provided with our current home address and health guarantee.   So Im not certain why **************** is referring to a different address when he knew full well, our current home address where we have resided for 3 years. 

   

  On January 8th *** ****** arrived at our home address and spent considerable amount of time meeting the puppies prior to purchase.   Then  ****************  reviewed, filled out and signed the Health Guarantee prior to purchase of the puppies.  (Attaching a filled out, signed and dated health guarantee).

• Initial Complaint

  Date:12/04/2022

  Type:Billing 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.

  I purchased a used 2021 Tracer travel trailer from RV Supercenter in Borne, TX. The sales team was knowledgeable and helpful and facilitated a delivery to Colorado. We had a video walk through and I was assured the camper was in great condition and would be delivered that way. The delivery driver was helpful and coordinated delivery and delivered the camper as promised 2 days after he left Texas. He spent the night in Limon, Colorado. This was in November. November in Colorado is cold. The night he spend I'm Colorado was in the low teens. The problem is that RV Supercenter did not drain the waiter from, or winterize the camper. It arrived frozen. When it arrived and I inspected it, there were icicles hanging from the shower head and the hose was frozen solid. I contacted my salesman at RV Supercenter and he apologized and said that I could take it to one of their Colorado partners and have it winterized. I selected ************************** and he said his service department would contact them and set up an appointment for me to get the issue resolved. After 3 weeks of freezing nights and no contact, I called ********** and made an appointment. When I dropped off the camper to have it thawed, assessed for damage, fixed and winterized, they still had not heard from the service team in Texas. They contacted them and ****, their service manager responded that they "were unwilling to participate in any freeze damage to my unit." I want to warn others to not purchase anything from RV Supercenter if they are unwilling to back up their products. I was assured I was getting a working product. They did not winterize or deliver a working product. I am disappointed at such a huge oversight and their lack or responsibility in the repairs for their mistake.

• Initial Complaint

  Date:12/02/2022

  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.

  I purchased a used RV from the Mesquite location in late August 2022. After the purchase, I was told the RV needed to go through a "3-week inspection." I was 100% fine with that since I live in CA and wanted everything to be good to go when I flew out to take delivery of the RV. I stayed in contact with the dealership throughout the next few weeks and was finally told the RV was ready at the end of September. I made arrangements to take off work, booked a flight and flew out there. I went to dealership on a Monday morning and went through the "walkthrough." At the end of the walkthrough, I proceeded to start the engine and noticed the check engine light on the dash. The RV was 1 year old with 1500 miles on it. The technician, ******, who supposedly was assigned to do the inspection and who was doing the walkthrough with me looked clueless. I refused to take the RV until the check engine light was fixed. This honestly never should've been missed during an inspection since this is a motorized RV and this light did not randomly turn on while I was there. The dealer spent all day scrambling to find a **** dealer to service it to no avail. At the end of the day, the found a **** dealer 50 miles that could diagnose the problem in a couple days. I took time off work and could not wait around a couple days with no knowledge of what the issue was. The service department and management of the Mesquite location agreed to reimburse me for my flight home and back when the RV was fixed. The RV was fixed 4 days later, I returned the following weekend and took delivery of the RV. I have provided the dealership with my supporting documentation for my flights. I have sent emails, texts and phone calls which continually get ignored or when I do speak with some about it, I get the same response that "we will get back to you." All I am asking for is what was agreed upon for my flight reimbursement. I have been getting the run around for over 2 months now.

• Initial Complaint

  Date:10/14/2022

  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.

  Review of RV purchase - I recently purchased an Alliance RV fifth wheel toy hauler from ExploreUSA in Ft. Worth Texas. There are some things I am very disappointed about this purchase now. First, when our salesman Waylon P******* was showing us the model we purchased he told us that both 30 gallon gasoline tanks would be filled, which they are not. Probably my fault for not getting it in writing thinking we live in the area where an agreement and handshake still mean something. Second, we were told by Waylon P******* that the model we were looking at would be the same as what we would be getting except for the paint job on the outside. The one we were shown had fold up/down wings on the center kitchen island which this one does not have. It makes a big difference in how much counterspace we thought we had. Third, we went to the Dallas RV show the weekend after we purchased our RV and saw that the same model we purchased had been marked down $30,000 from what we paid. Also that there was a $2022 rebate on the 2022 models. I am sure Waylon P******* knew how discounted that the RVs would be at the show but declined to mention that or the rebate as he said we should get a 2023 model. I am sure it is so he gets a bigger commission. For a difference of $30,000 I would have been happy having a 2022 or that has been sitting on the lot or waiting another week to buy. I feel ExploreUSA's business practices and/or Waylon P*******'s are very deceptive and I will be posting many reviews of this buying process in the many RV groups on Facebook, Instagram and other social media sites naming Waylon P******* as the salesman. I have emailed both the dealership and Waylon directly and called and have not received a response. Very poor customer service from them.

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/10/17) */ Contact Name and Title: Daniel B***** GM Contact Phone: ********** Contact Email: ********************** I'm sorry to hear about all the mix ups with your purchase. I double checked the posted price for the Valor ***** from the show and it was $1,590 more than what you paid for yours. The one you bought is a 2023 and the show unit was a 2022. It is against store policy to fill gasoline tanks for our customers. We do however fill your propane tanks, were those filled for you by our service department? Some floorplans have flip up island extenders and some do not. I will get with the factory rep to see if it could be added to your unit. Consumer Response /* (2000, 7, 2022/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ok

• Initial Complaint

  Date:06/03/2022

  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 took the trailer, I purchased from Explore USA, into the Kyle store for repairs on October 3rd, 2021. The main item on the list was the slide outs. They only worked intermittently and one of the controllers was broken. In Jan or Feb of 2022 I was told the unit was repaired and I could pick it up. I showed up to get the unit and it was not repaired. The slides still failed and none of the other requested repairs were completed. I had reservations in April so I left the unit to finish the repairs. Unfortunately, they did not complete the repairs prior to April, so I took the trailer "still broken" so I would not loose my reservation fees. I returned the trailer in the middle of April to Explore USA Kyle to complete the repairs. Unfortunately, it has now been another 5 weeks and after being lied to about the activities ongoing, I decided to drive to the dealership to find out what was really going on. The short answer, nothing. All of the updates I was given were pure fabrications. I was told it would be at least 2 to 3 more weeks. And, honestly, I do not believe anything they say. Please help

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/09) */ Contact Name and Title: Madison ***** Contact Email: *************@rvretailer.net Here is some of the history that I know of with this unit. Back in March the customers came in to pick up their unit. I had not had a proper training with my advisors on how to stage customer pickups yet. The unit was not scheduled on the board for pick up as the customers did not notify us of their intentions to arrive that day. When the customers showed up unscheduled the unit had dead batteries and the tires where muddy from our caliche lot. The advisor then walked the customer through the unit and we found we had not done a proper qc of their unit. This caused the customer to question some of our repairs, and I was called out to the unit to meet with the customers. I went through the customers list with them, and insured them that we would get the things fixed on their list before their upcoming trip. We had fixed multiple items and even got there slide working after we replaced the control board and motors. I inspected the slides and verified it was operating and then when the customer picked up it was demonstrated again. We ran the slides for the customer and they verified that they were operating correctly. The customers took delivery and went to their destination the and slide failed again. This time it was both bedroom slides (bed slide and large dresser/vanity) that failed and customer dropped the coach off. We did the diagnosis, and determined we needed to replace both Schwintek systems. We called their ESC and they wanted to send a 3rd party inspector out. When the inspector came out he did not like the fact he could not easily access slide motors. He also did not like the fact the unit was operating on a generator and not shore power. We advised the customer that we had to remove the cabinetry in slides to get to motors for inspector. This took a few days and then we waited on multiple occasions and the inspector did not show. The customer's wanted to pick up 6/3/22 and the slides were still not fixed. We still needed parts to be ordered, but could not order parts until job was approved by the ESC. We went ahead and ordered parts with help of Alliance and they are expediting these parts, and we are just waiting on tracking. The entire delay has been waiting on the customer's Extended Service Contract and their inspector showing up in a timely manner to give us approval. The importance of waiting for the ESC company is so that the customer does not get stuck with the bill.

• Initial Complaint

  Date:06/02/2022

  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.

  Purchased Grand Design from Explorer USA in Boerne, Texas and was assured at time of purchase that we could use the Alvin location as it was closer to our home. We have had this unit in their service sometimes as long as months and still not repaired. A tail light was not working and we could not get them to fix which is a MAJOR SAFETY ISSUE!! A wrong sized window was incorrectly installed by factory and we were told they would need to order the correct sized window...we have yet to be notified of delivery and they will not return our calls. There are other numerous issues which are too numerous to mention. ALL I WANT IS MY UNIT FIXED SO ThAT MY FAMILY CAN ENJOY! This unit has spent more time at the Service Facility than it has on the road enjoyed by our family! I have come to the conclusion as I am a Senior Citizen Female they feel that can ignore these issues and I will just give up! I will not give up and I'm at the point I feel they only thing I can do is contact a lawyer for some type of resolution!!

• Initial Complaint

  Date:05/18/2022

  Type:Order 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.

  Purchased rv in March (Ft Worth location), no issues. However they have run the loan through twice so now 2 loans at the bank. The bank says dealer has to initiate to resolve. Dealer has been telling me for the last month that they are aware if it and have turned in paperwork to get the 2nd loan paid/cancelled. Can't get them to return my calls. I have been trying to get resolved with both bank and dealer, meanwhile I am getting collection calls on invalid loan. I may have to take legal action but wanted to try here first.

  Business Response

  Date: 07/20/2022

  Consumer Response /* (2000, 13, 2022/06/16) */ They finally got this resolved but still is an issue that should impact their rating. Not sure I will ever do business with them again.

• Initial Complaint

  Date:05/16/2022

  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.

  This is an ongoing problem with ExploreUSA RV in Alvin, TX. I purchased a brand new 5th wheel April 6, 2022. The sales team was nice and easy to work with, the service team is where the nightmare happened. My assigned service person, ***, was so new she had to get up and ask someone answers to every question I asked, whether on the phone or in person. When I went to trade in my travel trailer, she offered to help me move my things over to the new rig, and she didn't. The things that were supposes to be ordered and placed on my rig were not done, she didn't know what parts I needed or what I needed for my rig. I asked for a power surge for my new 5th wheel and said I would leave my old power surge since I can't use it and I would also give them the hitch. She had to go discuss this with the service manager, ****** He was less than pleasant and thought he shouldn't give me anything. I told him I just spent almost $7k on parts that were suggested to me and you can't give me a power surge that you know I need for my new rig? He said he's not in the habit of giving away money, and I said neither am I. But I'm giving you one that you can sell with the rig and I need to replace it. He finally decided to give it to me after I wore him down. The experience took 5 hours and was less than desirable. I had several issues wrong with my RV once I got it set up and they didn't want to help me. *** (service person) would forward my call to voice-mail, not return my calls, and never followed up. ***** was not very helpful and it has been almost a week and henhas not called me back with any solutions to my soundbar issue. The technician transferred my back up camera from the old rig to the new one and did not wire it at all so it can work. The service and lack of customer service I received has been subpar and less than 1 star. I like the rig I have, but not at the expense of all the run around and poor treatment from them.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/05/31) */ ****** ******** purchased her unit from ExploreUSA Alvin, TX on April 7. She requested some additional add on work be done on her unit. The unit was ready for pick up on April 20. She hired a delivery driver to take the unit to her location. Since then she has let us know a few concerns about her unit. We do not normally service units in the field, but since she cannot pull it, we contacted someone to go to her. As of now, we do not know of any outstanding issues with Ms. ********.