ComplaintsforFamily RV Group

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  5/31/23-My husband & I went to Colerain Family RV in Colerain, OH to order a **** ***** ******* from the manufacturer & we wrote a personal check for $17,200 as a down payment which has cleared our bank. We were told we would receive the VIN & ETA of delivery of our new RV within a couple of days. 6/5/23-we received no info so I texted Aline Parsley, sales rep, requesting the VIN & ETA. At 5 pm 6/5/23, I received a call from Aline stating ***** discontinued the model & we would need to come into the dealership. My husband & I arrived at 6 pm 6/5/23, met Aline who tried to sell us another RV. We originally ordered a top tier ***** travel trailer & she was trying to sell us a low tier 5th wheel from ***** ******. We made it clear we wanted our money back several times during our interaction with Aline, her words to us as we were walking out the door was she would be off on Tuesday & if we wanted the 5th wheel to text her so she'd take it off the available inventory. I again said we wanted our money back & expected a check to be written that day; she said she would look into it. 6/6/23-I called the dealership at 930 am left a message for Nathan, finance manager requesting our deposit back. At 1030 am, I was directed to Phillip, another finance manager & requested the return our down payment & he said he would call back in the hour. I never received a phone call to pickup the check and no one answered my inquiries. 6/7/23- I called to request a check or direct deposit for the return of our down payment as we are now trying to purchase the same RV from another dealership tomorrow, Nathan said he would speak to his GM. 6/7/23, I spoke with Greg, GM and again requested a check or direct deposit. Greg said a request would have to be issued, it would take 10 business days & out of his control. I have been requesting the return of our deposit for 3 days & expect a check or direct deposit immediately so we don't lose out on the opportunity to purchase the RV tomorrow.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Since buying our travel trailer new in January 2017. We have had 3 services that we believe has caused our trailer to no longer be able to use. Please see the attached timeline we have created for this trailer. We have not taken our trailer to any other place for service. However, due to the extreme cost to fix our trailer, which Colerain denied to supply an estimate for repairs, we did take it to another dealership for an estimate of repairs. Please see attached estimates.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a RV that had a leak noticed the leak and was told it was the air conditioner. With in six months was told the same leak was the hot water heater now another 2 months has passed and they are saying they can’t get the heater. To the 2021 RV I purchased. Also they are not trying to call me back on the matter . Please help

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We bought our 2021 ******** **** camper trailer from colerain of Cincinnati Ohio on June 5th 2021. We took the trailer to **** **** ky where we were going to be staying in it until July 9th due to an **** school I was attending. We hooked the trailer up and waited for it to cool down and by day 2 and it being 80 degrees inside with the master bedroom ac only working( the main one blowing hot) call colerain and they know we are staying in it for the time and no truck to move it(dad dropped off from Cincinnati) told to contact a mobile mechanic and would be reimbursed.. he said fixed and next day 90degrees inside and he said call colerain the unit is broken and full replacement. Called colerain and they said they would have one ordered and ready for us when we were able to bring the trailer to them July 9th and that it would all be ready by aug 5th for dad to bring it to me in ** where I live! Also had a major water issue under the trailer and ac is still not ordered and timeline not met

• Initial Complaint

  07/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  Date of transaction: 05/24/21 - purchased new trailer from Colerain Family RV Picked up 06/02/21 after going through unsatisfactory "demonstration". Forced to drive it out of the business without instruction on towing etc. Became so dissatisfied with everything overall the next day that I called Colerain several times, speaking to the GM, the sales manager, the original salesman, and the head of service, all to no avail. The only offer of assistance they have made was to trade or sell back to them at a loss of nearly $16,000 which is entirely unacceptable. Little to no consideration was given to my disabled son's condition to the utility of this purchase. He started questioning the ability to use the trailer on 06/03/21 while trying to set it up. Then he answered the question when falling on the entrance stairs to the trailer causing severe rib bruising. By refusing to acknowledge his disability they effectively discriminated against the disabled in this purchase.

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