Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to this company to purchase a specific RV. We signed a buyer's agreement and put a $5000 deposit down for the RV. The next week the company informed us that we were not approved for that camper because it is a destination camper and those are hard to get loans for.
  They told us that they would find another camper that we would qualify for but we did not want another camper, we only wanted that specific one. Now they are telling us that we can not get our deposit back. We never signed a loan agreement and the buyer's agreement was only for the camper that we did not get approved for. They were very rude and told us that we did not have a choice but to let the find another camper that they can get us approved for.

  Business Response

  Date: 04/21/2025

  We at Factory Direct Marine & RV strive to meet the needs of our customers to the best of our ability. **. & ***. **** presented several challenges, which we were attempting to overcome. For options, we offered an alternate unit, larger and less money, and additionally requested more time to attempt to secure financing on the unit they had initially shown interest in. Although they had agreed to give us the opportunity to secure financing, they refused to allow us any more time. We agreed to cancel the transaction, and refunded their deposit.

  Customer Answer

  Date: 04/29/2025

  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.
  
  
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/25/2024

  Type:Product 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.

  The electric fireplace in Our *** ***** travel trailer failed after only one season of use. The fireplace failed at only 10 months old, contacted Factory Direct Marine and was informed on 10/23/24 that I could bring the travel trailer to their factory in ******** ** or ship the failed unit to them at my cost. If the unit was tested in their factory and diagnosed as failed that FDM would ship me a new replacement and FDM would pay the shipping. I shipped the failed unit to FDM and they received it on 11/07/24. Since this time I have been told that the unit was indeed diagnosed as being faulty/failed and that FDM would be sending me a new replacement. I have contacted Austin C*** numerous times and told that the unit would be shipped, he was checking with “the office” to provide me with shipping information for tracking, etc. I contacted the FDM office again on 11/21/24 and was advised on 11/22/24 that Austin C*** was shipping the replacement unit. I contacted Austin and he indicated that he had to test the failed unit again. Too many discrepancies and inconsistent communications from FDM with no results in getting a warranty item replaced!

  Business Response

  Date: 12/10/2024

  **** ***We are sorry the customer felt the replacement fireplace took too long to replace. A new unit was sent to the customer after we diagnosed the failure, and to our understanding, the matter has now been fully resolved. We are sorry for any discontent on the customer side, and we trust they now continue to enjoy their LIV camper. We pride ourselves on good customer service, and it is our intent to ensure their complete satisfaction.

  Customer Answer

  Date: 12/10/2024

  
  
  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. Communication was terrible and FMD / *** staff would not provide updates or tracking information for the replacement. The replacement just arrived with no notification or details. Additionally there were significant delays where there was weeks of no activity. To avoid driving to the factory I shipped the failed unit to the factory which saved the mfg. labor cost, they finally sent a replacement but we were without heat in our camper for over six weeks. Not a great warranty experience!
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/30/2024

  Type:Customer Service 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.

  I've attached a letter I sent via **** with tracking to Factory Direct. I requested a return contact (mail, email, call) and no one contacted us. I called on August 2 after it was apparent no one cared to reach out. The receptionist said managers were out on lot & someone would call me back. Again nothing by August 12 so I called again and I was able to get the receptionist email address and forwarded the letter so she could pass it on. Again nothing by 8/19 (re-emailed) and again on 8/26 (re-emailed). Finally on 8/26 response to my email asking for # so manager could contact me (it was also on the letter sent via **** & email). I received a call from a manager who had apparently not even read my complaint as she wanted to know what the issue was. She admits they no longer use the wood they were using and have switched materials and they might could have worked with us on replacing at a discount if we'd taken to them for inspection. No apology or anything - just basically you're out of luck. No one bothered to read my complaint or ask for any photos/video etc. and I had to chase down even a phone call back.

  Business Response

  Date: 09/13/2024

  Unfortunately, as the vessel wasn’t brought to a Factory Direct Marine & RV location for evaluation and possible replacement of the deck, we
  aren’t able to reimburse the customer's out of pocket expenses to third parties. 

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They know their flooring was wrong. They said they changed the type flooring.  I feel this was a safety issue and they should at least cover half.

  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 09/23/2024

  As previously explained, the vessel is well beyond the warranty period and was not returned to our facility during or after that period for evaluation, and we cannot cover third party vendor costs for repair or maintenance. The materials used five years ago were the standard in the marine industry, and contributed to what we considered to be the best value for the consumer. We have since begun to use a premium composite floor material which will offer a lifetime of warranty protection and use. We would be glad to offer a very fair trade allowance if the customer wished to upgrade to this type of product.

  Customer Answer

  Date: 09/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I've attached a picture of the flooring.  I can't get the video to attach but in my original letter to the business I offered that I had pictures & videos (no one asked for them).  If they would have offered me discount towards new flooring then they can offer to pay some on this flooring.  Again, I feel this was a safety issue and they should be responsible for some (preferably all but at least some) of this issue.
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this camper on 2/15. Arrived to pick it up on 2/24. The camper was not ready to go and that should've been indication number 1 to leave and never come back. The graphics on it looked absolutely terrible, got home discovered a gas leak Windows leaking, horrible silicone all over,
  water heater didn't work. The door doesn't shut properly, the stairs damage the door. So they agreed to fix it and came and got it... It was supposed to take 1 week to return to me and did not come back for 12 days. The windows still leak. The silicone looks awful still and it came back absolutely filthy. This whole thing has been absolutely awful and I just want to return the camper and undo the entire deal.

  Business Response

  Date: 04/22/2024

  We are sorry that the ******'s were not satisfied on the de***ery of their new ***. We were glad to replace the graphics to their satisfaction, and we remain ready to perform any warranty work on any other issues that may exist. We did explain that the window seals will not withstand the direct stream from a pressure washer, but we will inspect the seals again to ensure they are within specification and reapply sealant accordingly where applicable. The ******'s can make an appointment at their convenience to have any outstanding issues addressed.

  Customer Answer

  Date: 04/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I'm done dealing with this business for anything. please close this. 
  

• Initial Complaint

  Date:01/12/2024

  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.

  We purchased a new RV in April 2023 from Factory Direct Marine & RV (********). As of January ** 2024 we have not received our registration/title from this company despite repeated phone calls and messages. Every aspect of our purchase was botched from delivery issues to not including purchased items and so much more. We finally got those issues resolved after much back and forth, but have been unable to obtain our registration and our RV is still sitting with expired temporary tags. Usually we are told that the person we need to speak with is "busy" or "on another line," but when we do hear from someone it is still unclear whether the paperwork has been filed correctly with the DMV or at all. Nine months of not providing this is unacceptable, and illegal, and this should be a priority to resolve instead of us being made to feel like a nuisance for trying to settle this matter. We have already been in communication with an attorney who handles consumer relations and will be escalating this very soon if we do not receive the paperwork to which we're entitled and for which we've paid.

  Business Response

  Date: 01/24/2024

  We are very sorry for the delay on the out of state registration. We realize this can be frustrating. This issue has now been fully resolved to the customers satisfaction.

  Customer Answer

  Date: 02/08/2024

  
  
  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.

  Our registration paperwork was submitted to the DMV shortly after our complaint and we paid all necessary costs out of pocket (as the mailed check did not match the required DMV payment). We then requested, and received, our refund check from Factory Direct Marine & RV for the fees. 

  
  
  
  Sincerely,
  
  
  
  ***** *** **** ******

• Initial Complaint

  Date:12/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on october the *** of 2023 i paid this company 29999 cash money for a boat and i have never got my title as of yet and my application for my boat registration has never been sent in to the state **** so i can get my numbers for my boat. i have called the ******** ** location and asked for it with no results. this monday i called the ********* ** location and i am still getting the run around from them about my paper work. it seems that the title person cannot get my title filled out and sent to me for some reason. i have been waiting for over 2 months . i also called the ******** ** location and advised them that on my paperwork the vin was not correct and i sent them a photo of the new vin. when i went to pick up my boat there was a issue with the trailer tongue and had to be swapped out.i need to make sure that got corrected as well. they say that they are working on it but i do not trust them at this point to get me my title and my **** numbers.

  Business Response

  Date: 12/15/2023

  We are truly sorry there was a delay in the registration for Mr. *****. The confusion was his purchase was made through our ******* location, he took delivery and is a resident of *** and there was some confusion between our stores. His temporary has been issued and his registration is pending at *****
  
  
  

  Customer Answer

  Date: 12/18/2023

  
  
  ********** ********
  
  
  
  I am rejecting this response because: i did not buy the boat in *******. it was bought in tn in ******** ** on *** *** 2023 were i picked the boat up at. i had to call the ******* store after waiting 2 months  and spoke with the manager to get my paper work to get my  boat registered  for them to send my paperwork to the state of tn **** so that i could get my numbers. **** mailed my numbers to my old address that i moved from 4 years ago. the home owner is mailing mailing them to me and i will be good . thanks for finally sending in the paperwork . 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 12/27/2023

  just resolve this issue and close it out please. 

  Business Response

  Date: 12/28/2023

  I believe what the consumer is saying is that the issue is resolved and he would like the complaint closed. Thank you.