ComplaintsforOptimum RV

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/3/2022 we purchased a 2022 ** Durango Gold RV from Optimum RV at ***********, **. When we first looked at the unit we asked if the unit was equipped with a tire pressure monitoring system (****). We were told that it did have ***** We made an offer to purchase that unit and were told that it was sold but there was an identical unit at the ***** location. On 9/1/2022 I sent a email to *************************, the sales manager and specifically asked if the ***** unit had the ***** I was advised by return email that it was so equipped. We purchased the unit on 9/3/2022 and took delivery on 9/15/2022. During delivery of the unit, I asked how the **** worked. ****************** said that I would have to download an app on my phone and link to the ***** He said it was easy to do and suggested that we do that later. Around 9/23/2022 I downloaded the **** app and attempted to link to the **** but was unable to do so. I contacted ****************** and asked where the module was for the ***** He said that he though it was in one of the side compartments. I found the docking station in the side compartment and the **** module was not installed. I contacted ****************** who at first responded that he did not recall if the **** module was installed or if the unit was only "prepped" for the installation of the ***** I send an email to ****************** reminding him that we had specifically discussed the **** and that if it was not installed it should be installed by Optimum. ****************** agreed and stated that Optimum "will absolutely make it right (if it's not active already)". When we returned to Florida the service manager at *********** told me the parts would be ordered and she would contact me for a service appointment. Then ****************** changed his mind, said he made a mistake, and instead of installing the unit as previously stated, offered me a discount if I wanted to buy the *****

  

  Business response

  12/26/2022

  Dear ************,
  Thank you for giving our management team an opportunity to speak with you. We are happy that our resolution met your expectations.
  We greatly appreciate your business and feedback!
  
  Sincerely,
  Optimum RV Management
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased our 5th wheel on 02/15/22 and had delivered to our local property in late March as they had to repair several items we identified before purchase. The most major one being the poor seal and the extensive water damage to the back wall. We were assured the back wall was being removed, the water damaged wood replaced, and the seals repaired and resealed. When we got the unit, the back wall had a new wood panel and appeared to have been repaired although the silicone seal on the back was fairly sloppy. After finding several leaks through our unit, we began pulling behind that panel as we found it to be very humid in that room. It appears that the wood was not repaired at all, the wall never removed and the seals are not new. we have been advised by two repair assessments that it appears the work was not actually done and a panel had been placed over the damage to cover it. There are significant soft spots and wood "mulch" all on that wall that we have been advised would not be that damaged in less than 5 months of having the unit if the stated repairs had been completed. After also having the fridge go out, having to replace the front A/C already, and having to get the roof sealed from all the leaks, I am not confident that any actual assessment or repairs were made by Optimum before they delivered to us.

  

  Business response

  12/26/2022

  ****************,
  Thank you for reaching out to us. Our management team as researched your concerns. Our records indicate that your 2014 Gateway was purchased AS-IS with no service contract. We did agree to repair the rear wall and seals, and we did. Those repairs were completed in February of 2022, and you were shown the work during your final walk-through inspection. At that time, you were satisfied with the work performed.
  **s require a lot of maintenance in order to keep them from leaking and to maximize the value of your investment. Before a unit leaves our lot, we do our very best to make sure that everything is in working order and the unit is safe. However, we cannot find all the issues that will come about months from the purchase date. The work that we performed on your unit was in February of 2022. It is not uncommon for a unit to leak especially if normal service is not being done on the unit. The older the unit the more leaks you are bound to have. We have not received any communication from you since March of 2022 when the unit was delivered.
  We offer service contracts to all our customers at the time of purchase. These contracts seem costly in the beginning but save our customers so much overtime and that is why we offer them. **s are known for breaking and the repairs are costly. The issues that you are having or have repaired are the top 3 most common issues that **s experience; water leaks, appliances and issues with the A/C. Your unit is already 8 years old. The issues that you are experiencing are normal and part of the ** owning experience.
  Our service department is more than happy to look at your unit and help diagnose any issues that you may have. The cost of the repairs would be your responsibility since you do not have a service contract.
  
  Again, thank you for contacting us. Your feedback is important.
  
  Sincerely,
  Optimum RV Management
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Optimum RV misrepresented the sale price of an RV, and also were fraudulent on the financing of above mentioned RV. Optimum RV presented documents and misinformed purchaser on said documents. Optimum RV also misrepresented the "extended warranty".

  

  Business response

  11/28/2022

  November 28, 2022
  
  Mrs. *******
  Thank you for reaching out to us.
  When you purchased your 2013 Surveyor Sport M-220 you were given documentation before agreeing to the terms of the sale. Those documents outline all the cost associated with purchasing the RV and provide our customers with information about our extended warranty options. It is our obligation to share these documents with our customers before the deal is completed, a signature is required. We have copies of your paperwork, and all the documents are signed.
  If you have questions regarding any of the paperwork or extended warranty, one of our team member's is happy to assist you.
  
  Thank you,
  Optimum RV Management
  
  *** **************** ***** ****** ** *************

  

  Business response

  02/28/2023

  Mrs. *******
  It seems that no matter what we say or offer to clear up any misunderstandings that you have with the warranty or your unit, you are going to reject our efforts and even stated that. We are not sure how we can assist you if everything that we offer is rejected. We have offered to go over your unit with you, show you how to use it and answer any questions that you may have regarding the warranty. As it was explained in the previous response our staff did attempt to walk you through several self-diagnosing techniques before you agreed to the road-call and the cost associated with it. We do understand that you are frustrated, but we have been available to you and have offered assistance that directly addresses your concerns.
  You have our customer service managers direct phone number; she left it on your voicemail. She is more than happy to speak with you about these concerns and clear up any confusion that you may have.
  Sincerely,
  Optimum RV Management 

  Customer response

  03/06/2023

  
  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. 

  I am done dealing with this. Unfortunately some of the things you have said about your staff is false. Extremely hard to get a hold of your people. Either they're away from their desk or my phone call gets transferred to your other location because your phone lines are always busy at the Ocala location so everything gets transferred to your other location. 

  Please know I will never refer your company or your business to anyone I know that is looking for an RV.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new DRV Home Suites a few weeks ago. A simple satellite dish was to be installed using factory supplied cables. Technician had no knowledge of what he was doing and was told to remove a factory antenna and install satellite using those connections. Now they are sending another technician to reinstall the factory antenna and hopefully install the satellite dish properly. This Rv company simply does not have knowledgeable personnel. If I have to, I will go back directly to the manufacturer to get this issue remedied if Optimum can't provide an educated technician to complete the work. A real unprofessional organization

  

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2022/11/23) */ November 23, 2022 Dear Mr. *******- Thank you for sharing your feedback with us. Our management team has researched your concerns regarding the installation of the satellite dish. The satellite dish was installed correctly. However, the factory installed antenna was removed as your unit did not have a connection option for both. Once you contacted us to tell us that you were having issues toggling between antenna and satellite and you wanted to have the option for both, our technician was able to create a solution to make that happen for you. We completed that service request on November 22, 2022. Our Customer Service Manager spoke with you on November 22, 2022 to ensure that the solution corrected the issue; you confirmed that it did. Again, thank you for your feedback. Sincerely, Optimum RV Management Consumer Response /* (3000, 9, 2022/12/01) */ If I may set the record straight on the work performed by optimum Rv; I had a small Dish antenna to install. The Rv was prewired from the factory for it but optimum was not knowledgeable of the product they were selling. They did come and reinstall the HD antenna they incorrectly removed and installed the dish. The technician was very knowledgeable and professional and managed to fix the mess the other technician did. The technician, Daniel, is a true professional in every way and, in my opinion, should be in management at the dealership. The dealership lacks in many ways. The person that did my inspection knew nothing about the brand and model I purchased. I am having to contact the next nearest dealer in Knoxville, Tennessee for explanations and instructions on my RV. For now, everything is working. Business Response /* (4000, 11, 2022/12/15) */ December 15, 2022 Dear Mr. *******- At this time, we have resolved the concerns that you brought to our attention. We resolved those concerns promptly and accurately. Our team did an amazing job to create the resolution that allowed you to have both the antenna and satellite dish. We are grateful for the experience as we will be able to make other customers happy with the ability to have both moving forward. Your business is greatly appreciated. Thank you, Optimum RV Management Consumer Response /* (2000, 13, 2022/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would never patronize them in the future nor recommend them to anyone. I'm lucky to have found a knowledgeable dealer 3 hours away to take care of my future needs. Case closed

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a motorhome from this company back in March of 2022. It was all done through email and phone conversations as we live in Michigan and were purchasing the motorhome in Florida. Being from Michigan I put a lot of faith in Jarred, my salesman, and Optimum RV that they were an honest respectable company and that I was receiving accurate information about this motorhome, that was recommended to me by Jarred. I was assured by him on April 11th that everything was right on track to be ready for us when we arrived at 1pm. I was called that morning stating that the RV would not be ready at 1pm, but closer to 3pm. Not a big deal, and did not mind waiting a bit. I was also informed that the 2nd car seat anchor that I was promised by Jarred (and we paid for) would be installed. It was not installed and was told by someone on your staff that I should have it installed once I get home and send the bill to you guys. A bit annoying, but still not a big deal. I was also told Jarred had been let go a few days before. Seems someone would have taken over as the sales person, but unfortunately that did not happen. Once the motorhome was "ready" I received the motorhome and did the walkthrough at 3:15PM. When I walked into the RV it was dirty and was obviously the staff had done nothing to make it presentable. The guy (who was nice) but said he just details the RV's and never does walk through's was the one who was put in charge of showing me how everything worked. He didn't know anything about the RV let alone how different things worked. When doing the walk through I saw some bubbles in the ceiling and questioned him about it. He told me that was just how the glue set at the factory and was nothing to worry about. (I have come to find out that it was a water leak and the roof needs to be replaced). We found multiple issues with the RV and after being told the issues would be paid for by them, 5 months later I got word they would not be correcting any issu

  

  Business response

  12/14/2022

  Business Response /* (1000, 5, 2022/11/15) */ 11/15/2022 Dear Mr.*****- Thank you for reaching out to us. Our management team has made several attempts to reach you by phone. We are here to assist you with the concerns that you have brought to our attention but would need the opportunity to speak with you. The 2020 Fourwinds Motorhome was purchased AS-IS with no warranty. Although, the unit was sold AS-IS we did several inspections on the RV to ensure that it was in working order and free from any leaks prior to you purchasing. The walk through is very important because it gives our team and the customer an opportunity to talk about anything that may need to be addressed. During your walk through you mentioned the roof and before delivery we sealed it for you. We do understand that things can happen once the RV leaves our lot. Here at Optimum RV we take the concerns of our customers seriously and try to provide a good faith resolution, if possible. Mr.*****, Your feedback is valuable to us as we are always looking for ways to improve. Here at Optimum RV our goal is to exceed the expectations of our customers. Delays are unforeseen in most cases but that does not make them any less frustrating. We appreciate your patience during your visit. Our Customer Service manager has left several voicemails with her contact information. Please reach out to her so that we have an opportunity to assist you. We look forward to hearing from you! Thank you, Optimum RV Management

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2022 Gulfstream Amerilite 24rls and from day one it has been nothing but trouble. I paid for a truck grille due to parts flying off of it going down the road. There are to many problems to list here. So they pick it up because I refuse to pull it to them unless I get a letter saying they will pay for any damage to other vehicles. Three weeks later I drive 80 miles to pick the unit up once I get there the forklift drivers refuse to bring the unit to me, so I wait another hour to get it. They drop it on the ground without a block so now I have to find a way to get it high enough for my truck to hook to it. I get the unit home and plan to load it for my PAID vacation when I go inside it is trashed with the repair leftovers all over the floors. The seating around the table is broken. The cushions are just piled up on top of each other. I go into the shower area and the doors are off sitting inside the shower. Now I drive another 80 miles back to the dealership the next morning. When I get there the first thing I hear is WE CANNOT DO ANYTHING FOR YOU TODAY. So I leave it again. I am out 200.00 for a broken truck grille due to exhaust vent cover hitting a truck, I am out 100.00 for diesel fuel and I have to back again, I am out 395.00 for loss of my vacation rental spot. At some point they need to take ownership of all the problems. Every time I pull it the shower doors fall off, they claimed to have fixed it. I want a replacement camper or them to give me what I paid for it and I will buy a different camper.

  

  Business response

  11/21/2022

  Business Response /* (1000, 6, 2022/10/25) */ October 24, 2022 Dear********, Thank you for the opportunity to discuss Mr.********'s concerns. With the feedback that has been received we are able to develop and grow in areas that will allow us to live up to the standards that we have in place for ourselves here at Optimum RV. Our goal is to build lasting relationships with all of our customers. Tiffany Anders our Director of Customer Experience has reached out to Mr. ******. We have his RV with us at our Ocala location and our management team is already working to resolve all of his concerns. We understand that delays are frustrating and because of this we are working hard to complete the repairs in a timely manner. Tiffany, our management team and Mr. ****** will work closely until each concern is addressed. Again, Thank you for the feedback and the opportunity to work with Mr. ******. Sincerely, Tiffany A***** Director of Customer Experience Optimum RV Consumer Response /* (3000, 8, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know they have heard the issues and have my unit, but that is as far as it has gone as far as I know. I have not heard from anyone about what is going on as far as repair progress. I did talk to Tiffany about this whole mess. Business Response /* (4000, 10, 2022/11/03) */ Mr. ****** brought the RV to us with a very specific concern. We did exactly what he told us to do so that we would be able to experience what he has in the past. We could not get the problem to represent itself. In addition to following his instructions we also ran our own test and could not find any issues. We are still willing to help Mr. ******. However, we do need to see what is happening. Our technicians could only verify that everything was working properly. Mr. ****** spoke with Tiffany again and stated that he would video record the issue when it happens again to better assist our service team. At that time we will be more than happy to revisit this concern and make any required repairs. Consumer Response /* (2000, 12, 2022/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this as long as they hold up to the said agreement. If not than I want a new replacement.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business sold and charged me for a brand new never been used 2022 shadow cruiser RV, and got a used and broken display RV. On 9/16/22 I purchased a brand new $37000 RV / $17000 down and finance the rest. I had to wait a week to Pick up the RV 9/23/22, 5 days later on the first sign of rain 9/28/22, a lot of of water started to leak through all the windows and the bottom of the slider, flooding all over the RV for hours, while drying the floor I noticed there were water damage on the floor and water damage on the wall (from before) i also noticed the floor was warped too... I found paper work stamped stating that this unit was a display at RV shows. On 9/29/22 they were closed. I took the RV back on 9/30/22 and ended up talking to britttany m***** "she saw the videos "and then sent to talk to a very rude Jhonathan o****, the dealership doesn't assume any responsibility...no refund and no replacement! If i want another RV i have to take a loss of over $10,000 and since my RV is already registered to me, they won't be able to sale it as new anymore, and that "the dealership doesn't loose". I told him about the how they sold me a used broken down RV but they don't care...i just want my money back and not have to deal with this RACIST PEOPLE! I was treated really bad, discriminated even yell at and told to leave! I ended up calling the police and he thought it was the funniest thing to do, I even called the "Manufacturer" and he also says the same thing"NO REFUND OR EXCHANGE " and if there is anything wrong with it... the dealership "not me" has to issue the claim and they'll either accept or deny the claim. I dropped off the RV on 9/30/22 and it's in the dealership possession. This was our first RV and OPTIMUM RV is the worst experience anyone could have...they were all so nice (before i wrote a $17,000 check) even gave me the "it's a family business " and we stand behind our product, the other dealerships are just big companies and they don't care about their customers.

  

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/10/25) */ October 24, 2022 Dear********, Thank you for the opportunity to discuss Mr. ****** concerns. With the feedback that has been received we are able to develop and grow in areas that will allow us to live up to the standards that we have in place for ourselves here at Optimum RV. Our goal is to build lasting relationships with all of our customers. Tiffany A***** our Director of Customer Experience has attempted to reach out to Mr. ****** several times but was unable to reach him. If he needs additional assistance we ask that he contact her directly using the number that she has texted and left on his voicemail. Again, Thank you for the feedback and the opportunity to work with Mr. ******. Sincerely, Tiffany A***** Director of Customer Experience Optimum RV

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My RV has been at this dealership now for almost 4 months waiting on warranty work. Very unsatisfied with the customer service and very unhappy on how long its taking to get my RV fixed. My family has had a trip planned since earlier this year and now we don't know if we'll be able to use ******.

  

  Business response

  10/21/2022

  October 21, 2022
  
  Dear *******-
  On behalf of Optimum RV, we appreciate you contacting us regarding the correspondence that you have received from ***************************. Optimum RV is committed to providing excellent service to our customers and to not only meet but exceed their expectations.
  Our Director of Customer Experience, *************************** has been in contact with ********************. We are in the process of addressing all of his concerns to the best of our ability. ******************** does understand that some of his issues are the responsibility of the manufacturer but we are here to assist him through the process. He has *******'s contact information and they are working closely to ensure that his issues are resolved in a timely manner.
  Again, Optimum RV appreciates the opportunity to respond. We value the relationship that we have with ******************** and hope to assist him in the future.
  
  Thank you,
  ***************************
  Director of Customer Experience
  
  
  
  See Attachment/File: *************************** response.pdf

  Customer response

  11/10/2022

  This matter has not been resolved, as the customer relations person never called me back to check on things like she said she would and service has not gotten back to me to schedule the rest of the warranty work

  

  Business response

  11/21/2022

  November 21, 2022
  
  ********************,
  Our customer service manager attempted to reach you on October 25, 2022, one week after the initial conversation and left you a voicemail. She did not hear back from you. The only repairs that we have not completed are the ones that you brought to our attention at the time of pick up. As of November 21, 2022, you have not sent the pictures that our service team requested. We requested the pictures to share with the warranty company to ensure that they will cover the items. We have been trying to reach you by phone. On November 18th you texted our customer service manager and told her that you would get back to her when you had the time. We are more than happy to assist you with ************. When you can give this matter the attention that it requires, please give our customer service manager a call.
  Thank you,
  Optimum RV Management
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a brand new Gulfstream just before memorial day, unit has manufacturer date of 4/18/22. I used the unit 3 times. I don't recall the exact date (as I wasn't expecting it to take this long) but early July I brought the unit back to their service department for numerous problems...20 some odd of them, plus another dozen or so involving poor workmanship. So now 11 weeks later I still don't have my unit back. Service dept Brian mentioned several times it would be back end of August, he's gone now and Bailey has yet to contact me. Several emails back and forth with their Pottstown location general manager jack Tucker provided no satisfaction...he no longer returns my emails either. Apparently gulf stream only approved part of my complaints, optimum should be helping me get the rest covered, or do it out of pocket as I'm not spending one cent to fix poorly built substandard product but they aren't doing anything. Now camping season is coming to a close in the northeast region. I used this camper three times but was expecting to have used it at least a dozen times by now. I no longer care if it's fixed or not, I want a full refund on the basis that , assuming it's even fixed by April, it will now be over a year old, will have depreciated by (guessing here) $8000, and I'd still be wondering what will go wrong next based on all the problems it has (full credit toward a different unit is acceptable). Additionally another year of the factory warranty would have expired, yet I would be unable to put it thru normal use to see what else would go wrong during that time frame. Also I have "coupons" from assorted destinations that have a monetary value that will expire, I expect reimbursement or time extensions on them as well. I also have this theory in the back of my head that they split haven't fixed my unit because the hourly rate warranty repairs will be reimbursed at is significantly lower then the $169/hour they charge customers, and they are 6 weeks behind

  

  Business response

  11/22/2022

  Business Response /* (1000, 8, 2022/10/28) */ October 28, 2022 Thank you for the opportunity to discuss Mr. ********'s concerns. With the feedback that has been received we are able to develop and grow in areas that will allow us to live up to the standards that we have in place for ourselves here at Optimum RV. Our goal is to build lasting relationships with all of our customers. Tiffany A***** our Director of Customer Experience has reached out to Mr. ********. We have his RV with us at our Pottstown location as of October 28, 2022 and our management team is working to resolve all of his concerns. We u*****tand that delays are frustrating and because of this we are working hard to complete the repairs in a timely manner. Tiffany, our management team and Mr. ******** will work closely until each concern is addressed and resolved. Again, Thank you for the feedback and the opportunity to work with Mr. ********. Sincerely, Tiffany A***** Director of Customer Experience Optimum RV

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2013 Class A RV July 13 2022. I was told that everything would be checked out and in working order. Well Generator was started for me. When I went to use would not work for more then a hour. The sensors on water tanks do not work. I purchase extended warranty for $9658. Which both are covered. I have been trying to get a copy of warranty since then now it is September 25 2022. Have made numerous phone calls and just get we will send to you and never received. Had to spend $480 to get look at and told need to order part. Which I am traveling and live in. Two week time frame to pay $ 75 a night. I am a senior citizen and can not afford. Was told by Optimun dealer they would come to me and fix anything that was covered under agreement which I can not do. Please help I am traveling and they Optimun will not help! Thank you

  

  Business response

  10/28/2022

  October 28,2022
  
  Thank you for the opportunity to discuss Mr. *********s concerns. With the feedback that has been received we are able to develop and grow in areas that will allow us to live up to the standards that we have in place for ourselves here at Optimum RV. Our goal is to build lasting relationships with our customers.
  Tiffany A*****, our Director of Customer Experience and Ryan L****, our Service Manager have been working with Mr. ******** to resolve all of his concerns. At this time we feel as if our agreed upon resolution is sufficient as all of his concerns are in the process of being resolved. We are refunding him the out of pocket expenses that he can show receipts for. Ryan is working with the warranty company and we hope to have his repairs fixed within the next month giving that all parts are received in a timely manner. Mr. ******** has direct contact information for Tiffany and Ryan and they are both here for him if he needs anything further.
  Again, Thank you for the feedback and the opportunity to work with Mr. ********.
  
  Sincerely,
  Tiffany A*****
  Director of Customer Experience
  Optimum RV
  

  

  Business response

  02/20/2023

  Mr. ********, 

  Thank you for speaking with our customer service manager on February 20, 2023 and confirming that your matter has been resolved. 

  If you need us in the future, please let us know. 

  We appreciate your business. 

  Sincerely, 

  Optimum RV Management 

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: they paid for part of the issues but the rest was pushed onto warranty company that did not cover the complaint. Even tho it was discovered the day of pickup. Then they told me that I would have to pay for hydraulic hose for $700 and take a month.  I had fixed for only $100. In one hour. So not happy with their response. The woman that handle my case was the only fair and reasonable person to deal with but she has no way to force unfair practices in this company a shame could have been fixed in a matter of hours. 
  
  Sincerely,
  
  ***** ********

*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. ↩