ComplaintsforGeneral RV Center

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  we bought the camper new in 2023, 2 doors broke. we addressed the issue and they said they ordered the doors took the camper in to get winterized in october of 2023 and they claimed they ordered the wrong color. its been 5 months and we call and they give us the run around about how they need us to bring them the camper now to measure the doors, they dont return phone calls.

  

  Business response

  03/25/2024

  We are sorry to hear about this customer's experience with our store.

  Our records indicate that this customer was here in November and there was an issue noted with an entry door not closing properly. At that time, our tech adjusted and tested good so no parts were ordered. The customer did not do an active walk through, he left it in the parking lot which is not following process, which may be the cause of the miscommunication. 

  We do see some notes in the call history back from November 27th customer called in saying two of his doors are still broke and need to be fixed. We have never ordered any doors for him. 

  Our assigned service rep reached out to the customer Friday via phone and left a voicemail as well as an email.

  Thank you! 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a rv from general rv in ***** ******* first trip out there was a major water leak from behind a wall in bathroom went to bed at about 11:00 and at 1:30 got up and the hole upstairs was covered in about 2 inches of water shut water off went home after cleaning up water that night went back next day to trailer finished clean up all the wall were full of water down furnace ducted all bins below had water in there and as we left the campground that day man at the gate said there was water coming out of it all over the front end of it contacted dealer said to bring it back we did know it has been there since then Know the dealer wont contact us Or call back when I leave a message I want answers on this please

  

  Business response

  03/12/2024

  We are sorry to hear that this customer has had a difficult experience with their RV. This is a warranty claim and we are working with Heartland to get the issue resolved.  We have stopped the leak but now are submitting the repair for the water damage for approval.  The unit may need to go back to the factory depending on the total damage as of our last update on 3/6.Thank you. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 5th wheel in **** of 23 and took it in for warrant work 11/23. The work is still not done and we keep getting told to come get it that it is done and the work isnt done.

  

  Business response

  02/21/2024

  We are sorry to hear that this customer is having a frustrating experience with our store. Our team has been aware of the customers concerns and are working to address them. As of 2/15, the customer has been informed that we have been able to diagnose and perform some of the repairs needed, but would not be able to complete all requested repairs before the customers camping date. The customer has picked up the ** and will be returning for service when the outstanding parts have arrived. Thank you. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid deposit at rv show I told them I could put 100 deposit and they took 1000. They could not put me in anything asked for refund and it has been 3 weeks passed around and never speak to the same person no answers no refund

  

  Business response

  02/21/2024

  We are sorry to hear that this customer had an unpleasant experience with us. If the customer could please let us know the name, phone number, and email attached to their account information, as well as the name of the salesperson they were working with, wed be happy to assist and look into this concern further. This information can be emailed to **************************************** Thank you. 

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have had my camper since October 2023 and have not even looked at it yet no less fix the problems. I have made complaints to Keystone RV who made the camper and the warranty is under. We have camping trips lined up and paid for already that we may have to cancel because of them. It should not take 5 months to get a camper fixed.

  

  Business response

  02/05/2024

  We are sorry to hear that this customer had an unpleasant experience with our store. Upon check-in with our service department, the damage on the ** was noted as collision damage. Insurance has denied the claim because of this. The customer wants us to submit it to his warranty, which expired in April of 2022. The customer has informed us that he does not want to pay for service, and has been informed that he can pick up his ** at any time.Thank you. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12-30-23 we purchased a RV from General RV Center in ***********, **. We paid them to deliver the trailer to the camp ground and set it up. 2 days later it rained and I have video of the rain pouring in from the wall. I contacted the dealer and they sent a repairman to take a look. He said this had been leaking for a while and he could not repair the damage on site. After several days and phone calls later General RV came and picked the unit up on 1-6-24 for repair. We received a call from ********************* on 1-29-24 stating that we had to pay $2600 for repairs. I instructed **** that we should not have to pay anything for being sold a defective product with a previous issue of water damage and current leak issue 2 days after we purchased it. He said he would get ahold of his boss and update me the next morning. After multiple text, phone calls to the dealership, today is 1-31-24 and we still do not have the *** nor can we get ahold of anyone to give us a update.

  

  Business response

  02/02/2024

  We are sorry to hear that this customer has had an unpleasant experience with our store. We have tried to look up the customers account in our system with the information provided, but have been unable to locate the customer. In order to address the complaint and the customers concerns, we ask that they send the account holder name, attached phone number and or email address, to ********************************************* you. 

  Customer response

  02/02/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] The phone number this unit is listed under is ************ under the name of ***************************.
  
  Regards,
  
  ***********************

  

  Business response

  02/27/2024

  We are sorry to hear that this customer had an unpleasant experience with our store. Per our latest update from management at the location, General RV has picked up their RV, repaired the floor, and brought the unit back to the customer. At this time, the customers concerns have been addressed. Thank you. 

  Customer response

  02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, The trailer was repaired and returned. 

  Regards,

  ***********************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  General ** in ***** ******* has not repair my warranty issues on the ** moble home in 11 months. They worked on the Repairs 3 different times only to return it without repairs.

  

  Business response

  02/27/2024

  We are sorry to hear that this customer has had a difficult experience with our store. General RV is aware of the customers concerns, and are actively working to address them. As of January, the customer has seen us for an appointment, and stated they wanted a mobile tech for future repairs.The customer is welcomed to come in for service, but General RV will not be sending a mobile tech for these repairs. Thank you. 

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new **** Thor class C in June 2023 Paid 130k. Upon day delivery and walk through we was informed of a water leak and some other items that they said they would fix We returned rv a month later. And they said they couldnt fix it had get another part So in November returned rv and they keep it for 3 weeks. Only to be told they still dont have parts to repair So here we are in janurary **** They will not return our calls nor emails Finally we just traded the rv off for a new renagade super c taking a 55k loss on the trade .General RV is not the place you want to buy your rv from Save yourself the headache My name is *************************** ********** I would like a partial refund as they have had almost 7 months to repair the unit they sold us They had no problem taking a 130k from us and telling us that they would fix the issues they pointed out to us on delivery of the rv

  

  Business response

  01/29/2024

  We are sorry to hear that this customer had an unpleasant experience with our store. General RV had the customer in for repairs both in September and October, and had parts on order for the customer. These repairs were covered under warranty. The parts were put on hold as of November as no appointment date had been confirmed or scheduled with our service department.The customer has since traded in their RV. All parts ordered have been cancelled, and General RV should have no outstanding issues for this RV as the customer no longer owns the unit. Thank you. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a LEMON from General ****** was a brand-new van conversion. We have it in for repairs from our first road trip out with it, and it has been in the repair shop for more days than we have been able to use it all year. Multiple repair shops in different states have confirmed that "the camper manufacturer must have done a rush job." "faulty workmanship," "terrible to work with Thor." We made a huge investment in this van and traded it in for our second car to utilize the van as our second car. We have been out of a camper we invested in and a second vehicle that we needed. The $108,000 van has spent more time in the shop than in our driveway or out using it as intended. General RV and Thor have not made this right in any way. WE WERE SOLD A LEMON AND WERE RIPPED OFF. General RV has not done anything to rectify this matter. We want a full refund of the purchase.

  

  Business response

  01/17/2024

  We are sorry to hear that this customer has had a difficult experience with our store and their RV. General RV has tried to look up the customer in our system with the information provided, and have been unable to locate a customer account. If the customer could please reach out to our ************* team at *************************************** with the name, phone, and email attached to the account, we will be happy to look into this and assist. Thank you. 

  Customer response

  01/17/2024

  RE: complaint  #********. 
  
  
  Dear BBB and General RV,
  
  
  This is regarding a formal complaint filed with the BBB in ****. We purchased the *** Sequence on November 18, 2022. ******* and ***************************. My husband's email was *************************. His new email is *************** , and mine is ***************. His phone number is ************ and mine is ************. 
  

  Customer response

  02/16/2024

  Please let me know if these went through. I sent several documents regarding our complaint. 

  

  Business response

  02/26/2024

  We are sorry to hear that this customer has had an unpleasant experience with our store, and have sent the customers request for a buy-back to upper management for review. We advise that the customer continue to work with ********************** RV in regards to repairs to resolve these issues. Thank you. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Continued issues with 5th wheel trailer and customer service at ********************** RV. We were sold a 5th wheel trailer that could have resulted in serious harm to passengers on the road. Our 5th wheel trailer, a 2022 Dutchman Yukon 410RD, was purchased on June 30th, 2023. Six months later our trailer has been in our possession for a total time of less than three months. More than half of the time period of ownership our trailer has been sitting at General RV waiting for repairs or actively being repaired. Unknown to us these repairs were present when the trailer was purchased on June 30th, 2023, and the trailer should not have been sold in the state it was in. We would not have purchased the trailer if we had know about these problems. The problems and safety issues I describe below shows that much is to be desired from this facility. If this trailer was able to leave the inspection facility in the state it was sold to us in, I am greatly concerned for the safety of any other RV or trailer sold by General RV on the road. This list is NOT everything that is wrong with the trailer. Bedroom slide has a major water leak. Was leaking for some time as this has led to a larger problem of the bedroom floor rotting out and needs replaced.Back wall of trailer was not attached to rest of trailer. Was informed that there were zero screws connecting the back wall of the trailer to the frame. The screws were present but were not connecting the wall to the rest of the trailer. The backwall of the trailer was starting to come off when we were pulling it down the freeway. We do not feel safe taking this trailer on the road and never will. This is just a drop in the bucket of things that are wrong with this trailer, the list of repairs that have been and will need to be done is very long. They would not work with us with the possibility of a replacement trailer or return, even after they themselves said it was not safe to be on the road. We are very afraid of this trailer.

  

  Business response

  01/16/2024

  We are sorry to hear that this customer had a difficult experience with our store. The customer came in to walk all repairs with the advisor on 1/12/24 and has taken the ** home. The time between the diagnoses and the parts being ordered was General ** waiting on warranty approval. At the time of pick up, the customer and service advisor had found a broken taillight, and the customer asked us to ship him the part. This has been submitted over to the manufacturer for approval, and General ** will ship it to the customer once we receive that approval. This is the only outstanding item at this time. Thank you. 

  Customer response

  01/24/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  General RV is not understanding the complaint. We were sold a unsafe camper and with the MAJOR things that have been wrong we are so worried about everything else that is going to go wrong. We put our trust into General and was told they have all of their products thoroughly inspected before being sold.  The thought of us pulling this 5th wheel down the road makes us sick to are stomach of what could have happen and still can happen. Someone or my family could have been hurt. How can General think this okay. Yes the issues that are stated in the complaint at this time are fixed but what else is going to go wrong while driving down the road. How long will it be before something else major goes wrong. I dont feel safe in this camper and dont believe I should be forced to keep this camper. If you bought a car with all of these unsafe problems you wouldnt be expected to keep it and I should be given the same treatment you should give us a full refund and let us trade it in for a different camper we shouldnt be expected to lose money for your mistakes. If we did not make MANY PHONE CALLS to ************* I believe we would still be waiting for it to be fixed. The broken tail light was done by General ************* when they were working on the camper. This is wrong for them to say this should be warranty. How can you have any trust with them. There is only 5 months left of the warranty and we have only used it once, the rest of the time it has been back at your service department and when we asked about the warranty the sales manager **** said thats not his problem. We think General RV needs to provide a solution and stand behind their customer satisfaction.   
  Regards,
  
  *********************

  

  Business response

  02/05/2024

  In response to the rebuttal, we are 100%facilitating correcting his warranty issues and addressing ******************** concerns to the best of our ability. We have agreed to pick up *********************** from his home and bring it to our location for the second time, which is outside of our normal service process. Management spoke to him on 1/31/2024 at 12:30pm to discuss the concern that he still sees water at the corner of his bedroom slide, when the slide is in, and we committed that we would work with the manufacturer to try and resolve the leak. We did address that before, and we apologized as we don't like to see comebacks from any repairs, but with leaks, sometimes tracking multiple issues down is hard due to the nature of the beast. The unit is currently in our shop and a technician is digging into the issue as of yesterday. Unfortunately, we are not in a position as a service department to extend his warranty, but **************** is welcome to request that from Dutchmen. As far as a refund for the unit, the unit has had some warrantable issues, but nothing that we would deem unsafe. Obviously General RV cannot guarantee that no further warrantable issues will exist, but we can fully stand behind ******************** warranty, and as a customer of ours, we are always happy to stand behind our workmanship as well. We will always make the best decision as a partner to our customer in those regards. Thank you. 

  Customer response

  02/16/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  In response to your rebuttal,I have 1 question to ask, do you not pay attention to anything that has been said? I know how you like to turn things around and make it look like everything is just great and your company is just doing a great job but in fact you are not! As far as Im concerned, this camper is not safe! The back end of the camper was not attached to the frame, the floor was rotted out in the bedroom, there was a leak in the bedroom and there is STILL a leak in the bedroom.From what I have been told no one can figure out why it is leaking. The frame had to be shimmed up so the storage bin would shut correctly. The slide cables in the slide out has had to be redone 2 times, we have only been able to use this camper once. So what will happen if we ever do get to use it? Are the cables going to hold, are the axels going to go out driving down the road, is there going to be an electrical fire when we are sleeping? My wife is so scared of this camper she gets so upset worrying about it all the time. I say SHAME on your company for not try to make this right! You could have done the right thing and let us trade it in for a similar 5th wheel and not lost any money or given us a refund. I guess you think it is ok to sell krap to hard working people as long as you keep making money at our expense. You say this camper is safe but did you knowingly sell us this camper in unsafe condition the back end could have fallen off when we were driving down the road. ALL OF THESE MANY MANY ISSUES WERE THERE WHEN YOU SOLD IT TO US! WHAT I WOULD LIKE TO KNOW IS IF YOU KNEW ABOUT THEM AND JUST WANTED IT OFF YOUR LOT AND MAKE IT SOMEONE ELSES PROBLEM! SHAME ON YOU!   
  
  Regards,
  
  *********************

  

  Business response

  03/22/2024

  We stand with the store on our previous response. 

*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. ↩