ComplaintsforOptimum RV

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new Heartland camper at Optimum RV Spartanburg, July 7, 2021. Sales experience fantastic. So good, I referred my sister. Promised a$200 referral fee to my husband and I per the GM, Gabe. Finance experience spotty - multiple errors and an extra 1 ½ hour trip one way to finalize. Deal included trade-in of 30 year old camper and delivery of new one. Walk-through day comes - 'We Owe' not completed, 2 other issues - all would be fixed by delivery in 2 days. Delivery shows up, no prep for moving trade in, 2 'We Owe' not done and refrigerator is not cold 48 hours later. Call service manager (Scott), technician will be out Saturday to fix. No call-no show. Got a text "refrigerator is either a fuse or it needs to be replaced" and Service manager will call. He didn't. Called Monday, no return call, call again Tuesday, he is unavailable. I arranged for refrigerator repair myself. Called AGAIN and asked for referral check to be mailed. Still no check and no return calls.

  

  Business response

  09/09/2021

  Business Response /* (1000, 11, 2021/09/09) */ Thank you for bringing this issue to our attention. Optimum RV takes customer complaints very seriously and will begin an immediate investigation into your situation. Please bear with us as we gather information and prepare a resolution to your complaint. A member of our management team will be in contact with the appropriate parties very soon. Business Response /* (4000, 21, 2021/10/06) */ Ms. ******** has spoken with several members of management at Optimum RV. The check she requested has been submitted and will be mailed to her tomorrow. We certainly understand Ms. ********'s frustration with the lack of communication and will use her feedback to improve processes in the future. Consumer Response /* (4200, 23, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not yet received a check. If I do, I will update my response. Thank you. Business Response /* (4000, 26, 2021/10/18) */ Per UPS tracking, the check was delivered to Ms. ******** on 10/15/21. A member of the Optimum RV management team called Ms. ******** to verify but was unable to reach her, so they left a voicemail. We are hopeful that this resolves the issues Ms. ******** has encountered. Ms. ******** can feel free to reach out with any questions or concerns and we would be very happy to help.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 27, 2021, my wife and I placed a down-payment on a destination trailer with Optimum RV in Ocala, Florida. Before delivery, Optimum RV required a walk-through to train us on the use of our trailer. March 12, 2021, we completed our mandatory walk-through of our trailer with their team. We paid Optimum RV the remaining total purchase price. That same day, Optimum RV agreed to store our paid-for "walk-through" trailer on their lot until we gave them an agreed delivery date as were moving from South Florida to Gilchrist County, Florida. Some time after March 12, 2021, and without our knowledge or consent, Optimum RV re-sold our walk-through trailer to another individual in Crystal River, Florida. Optimum RV subsequently dumped and abandoned an inferior & damaged trailer on our Gilchrist County property in our absence while we were 300 miles away & without our authorization. Our several written demands to Optimum RV have gone unanswered. See also: ****************************

  

  Business response

  10/04/2021

  Business Response /* (1000, 8, 2021/09/09) */ Thank you for bringing this issue to our attention. Optimum RV takes customer complaints very seriously. Optimum RV is currently in active alternative dispute resolution litigation with Mr. ******. In March, Optimum RV sold an RV to Mr. ****** and completed the mandatory walkthrough of the RV. In May, Optimum delivered the RV to Mr. ******. Mr. ****** has stated that the RV delivered by Optimum RV is not the RV he purchased. As a gesture of good will, Optimum RV offered to refund the entire purchase price of the RV to Mr. ****** and to arrange transportation of the RV at no cost. ****** rejected the offer and demanded that he be paid over twice the cost of the RV or be refunded the entire purchase price of the RV and be permitted to keep the RV. Unfortunately, we have not been able to reach a resolution and are pursuing mediation and arbitration.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was sold an Rv which I'm living in with a broken refrigerator. Have made numerous calls and was told someone would come out and fix it. They never showed and then I was told someone would contact me today. No one is returning my calls. I have the trailer since 7/29/21. I spent 18,000 dollars

  

  Business response

  12/08/2021

  Business Response /* (1000, 16, 2021/10/14) */ Ms. ******** has been in contact with the service manager at our Ocala location. As a gesture of goodwill, Optimum RV sent a mobile technician to replace Ms. ********'s refrigerator. Ms. ******** has stated that she is happy with this resolution. Consumer Response /* (3000, 18, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was partial "good will". I was charged 800$ for installation and there was no covers for the refrigerator. Left with the silver with what looks like packing material Business Response /* (4000, 23, 2021/11/19) */ A member of the Optimum RV management team spoke with Ms. ******** today and we are actively working on a resolution for her.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Optimum screw ups! Purchase July 17. Paid 1k for inspection & lights stopped working 3 hours after delivery. AC stuck at 64 & now they want to charge us a "travel fee" to fix it. Paid $100 for cleaning that was never done. They give us the run around on the phone & never return calls. Delivery was a week late & delivered without spare tire though we were told 4 times it'd have it & a rim was switched so they don't match. 3 weeks later our trade in has been scheduled for pick up 4 times & it's still here & no one has called to schedule it again. We were ripped off!

  

  Business response

  08/04/2021

  Business Response /* (1000, 5, 2021/08/04) */ Thank you for bringing this issue to our attention. Optimum RV takes customer complaints very seriously and will begin an immediate investigation into your situation. Please bear with us as we gather information and prepare a resolution to your complaint. A member of our management team will be in contact with the appropriate parties very soon. Consumer Response /* (3000, 11, 2022/04/12) */ Bought an RV from them in July & had a trade in. They picked up our trade in in July. They never transferred title & didn't pay tow company & now tow company is charging us for the tow & bill has been forwarded to DMV to suspend my husbands license Finish the job Business Response /* (4000, 13, 2022/04/21) */ Several members of the Optimum RV management team have reached out to Ms. ****, via email, phone call, and text message as an attempt to discuss this issue. However, we were unable to make contact.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was purchasing a used (6yr old) travel trailer from Optimum RV and saw small rust holes on the top side. When I asked about the holes, I was given vague responses and no other damage was revealed to me. When I returned a few days later for the walk thru, it was raining and the rain was running along the awning support and pouring into the holes. I stepped in the door to get a closer look and the floor next to the door caved in, as well as the entire wall in that area. I then told my salesman that I no longer wanted the trailer. Over the following week, the manager tried to convince me to take the trailer but I cancelled the sales contract. Now they are refusing to refund my down payment of $4000. I feel that their lack of honesty, transparency and integrity are bad business practices and my down payment should be completely refunded as it was my right to cancel the sale.

  

  Business response

  08/05/2021

  Business Response /* (1000, 5, 2021/07/27) */ Optimum RV understands Ms.**********'s frustration with this situation. The management team at Optimum RV has agreed to cancel her sales contract and refund her down payment. Our management team notified Ms.********** of her full refund today. We are hopeful that Ms.********** will be satisfied with this resolution. Consumer Response /* (2000, 7, 2021/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied that Optimum RV is finally going to refund my entire down payment. I canceled the sale and contract before ever taking possession of the travel trailer and they had no right to keep my money. I would caution anyone who is buying from them.

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an RV. As a condition of the sale, they agreed to fix a broken item. After 7 months and multiple calls and emails, they have not fixed the problem.

  

  Business response

  08/12/2021

  Business Response /* (1000, 5, 2021/07/27) */ Thank you for bringing this issue to our attention. Optimum RV takes customer complaints very seriously and will begin an immediate investigation into your situation. Please bear with us as we gather information and prepare a resolution to your complaint. A member of our management team will be in contact with the appropriate parties very soon.

• Initial Complaint

  06/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *********************************************************************************************************** Business: Optimum RV 7400 S. US Hwy 441 Ocala, FL 34480 Ph#352-622-2886 www.optimumrv.com Re:Stock#0rw038b Prowler Lynx travel trailer We bought this travel trailer with cash. On inspection we noticed damage to the right side near the roof. Our salesman assured us that optimum people could repair it after a part was ordered. We waited 3 weeks and then the customer service person said it would be 6 more weeks. Customer service suggested that we cancel the parts order and, if we take the trailer as is, optimum would reimburse us $1000 for the inconvenience and repair costs. We agreed. We called and emailed the Finance Mgr and customer service person. Customer service said it was out of their hands and we should call the sales manager. He never responded so we called and emailed the Owner of Optimum. He said that he'd get back to us but never did.

  

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/07/05) */ Thank you for bringing this issue to our attention. Optimum RV takes customer complaints very seriously and will begin an immediate investigation into your situation. Please bear with us as we gather information and prepare a resolution to your complaint. A member of our management team will be in contact with the appropriate parties very soon. Consumer Response /* (3000, 7, 2021/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Optimum has not offered a resolution to our complaint. Consumer Response /* (2000, 13, 2021/07/31) */ Yesterday July 30th we received a check from Optimum RV for $1000. We are satisfied with their response to the complaint and we appreciate your help along the way. Thank you very much. *********************

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