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:08/05/2025

  Type:Service or Repair 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.

  Took 5th wheel in for inspection and repairs. Told us that repairs were made and inspection complete and to pick up.. when we went to pick Up the requested repairs were not completed as stated so they told us we could leave it (we are over an hour away one direction) or we could bring it back. They told us that they would wash It for us upon completion of the repair that was not done the first time for our trouble of traveling and it was not done as stated. So we agreed and left it for the repair to be done and the wash. After a couple of days they called and said it was ready for pickup so I confirmed that the repair was done and the wash was done. They said they had done repair but had not washed but they would before we got there to pick it up. So when we got there the repair was done and it was washed. Before we left I advised them that the sticker was messed up on the front of camper where they had been making repairs. The service manager made a note and Took a picture and said he Would contact me. Well after arriving home an hour later, we were unhooking to set up in our yard. When putting out the slides (on the side, where they had not been working so we did not check there before we left) we noticed that the slide was all scratched up and we know it was not like That when we left it there. So we assumed that when they were washing it they scratched it, so I called the dealership and talked to the service manager and told him what we found. He denies that they had scratched it and told me it was dirty so we could not see the scratches.. but it was not that dirty which I told him.. and you could tell it was recent. He just told me that and didnt offer any resolutions. My husband has since called them back to discuss but the service manger did not pick Up so we left a message for him to Call us back.. that has been about three weeks ago plus they never called about the place that was pointed out when we picked it up the first time either.

  Business Response

  Date: 08/20/2025

  The response given by our Service Manager is correct. Our team does a complete walk-around and notes any issues or concerns prior to delivery. He also stated that we couldn't have damaged it during the wash job. The reason for that is that we only use RV-approved soft-bristle brushes and RV-approved wash and wax cleaner. With that said, it's hard to determine what could have caused the damage from the pictures Mrs. ***** submitted. We would like to assist in this matter in any way possible. One of our Service Advisors will contact Mrs. ***** and ask for better pictures, or even better, the opportunity to see it in person. I feel confident we can come up with a suitable solution. 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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.

  When I took my camper into Browns to have the annual maintenance done, I pay them $199 and I also paid them $150 to wash it. It was up there for a week. The annual maintenance includes, inspecting the roof and seal roof where necessary. In the pictures, the picture titled camper1.jpg is showing where I park it at home. Its not parked under any trees or anything. The picture titled camper 2.jpg shows on my roof, my roof vent cover has a hole in it. Looks like it was broken by something. It was not like this when I brought it to Browns, when I got it home a week later with it after being at Browns it was like that. When I called Browns they claimed they didn't do it but a storm did, but how do I know if they didn't do it and that I would have to pay to fix it because I signed a waiver saying they aren't responsible for damages to the campers and I was told if they were to fix it at their cost they would be fixing a lot of them. This is very bad bad business, you have insurance on your property to cover the campers that are there, and I am sure there is some sort of insurance covered on campers you have there for people as well. I was forced to pay to get this fixed or leave as is and suffer a major water damage on the inside with an area for water to get in. When I asked the service manager did anyone even get on the roof to do the annual Maintenace on it, he said no one did because it was wet. They had the camper for a week, this is not good. The service manager said when I bring to get the roof vent fixed he would take care of it. Again I got that fixed, but I had to pay, Service Manager also said there was problems on my roof and I would need a replacement. I advised him that Jayco didn't want to do anything with it (Jayco being the manufacture of the camper), so he told me to run it under a tree and let the tree rip it all the way open and even shove sticks and limbs under there to make it look like a accident. I am not committing insurance fraud and they areshady

  Business Response

  Date: 06/28/2025

  In response to this complaint I will address several issues. We do have insurance that covers our inventory, however it does not cover customers ******************** that are here for service. The concern with the roof vent cover, it is considered owners maintenance. Vent covers as such, are susceptible to impact damage, this is common with storms, as well as they will dry rot over time and require replacing. In regards to the roof replacement. Mr. ******* and our Service Manager were cutting up and laughing. The comment made about Mr. ******* intentionally damaging his roof and filing an insurance claim was made in gest, followed with laughter. We would never suggest, or recommend in anyway at all that a customer intentionally damage their camper. As Mr. ******* stated, that is insurance fraud. We deeply regret that Mr. ******* feels he wasn't given the service he deserves. We pride ourselves in offering the best customer service experience possible. As a goodwill gesture, we are going to refund back to Mr. ******* the expense of his roof vent, and round this amount up to $100, as he has requested. We hope that Mr. ******* will accept this offer and consider us again for his future needs. 

  Customer Answer

  Date: 06/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  

  I appreciate this, again my camper was there for service and was not damaged when I left it. I do not park it under any kind of trees or anything as seen in the picture attached. 

  As far as the roof goes joking or not they should have not been said. 
  

  Please let me what I need to do to collect the $100.

  Thank you. 

  
  

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair 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 took my 2023 Class C motorhome into their facility for an issue with the slide outs. I took the unit in 2 days before my appointment and dropped it off. When I dropped it off, there was no damage to the outside of my motorhome. They had it for about 3 1/2 weeks and they said that they did not find any issues with my slide outs. After getting it home, a couple of days later, I was looking at my unit and noticed that I had some damage to the outside. I called and spoke with the service manager about the damage. I asked him if they took pictures of units when they bring them in and when they are picked up. He said that they did normally, but this time it must have slipped through the cracks. He asked me to send him pictures of the damage, so I did. I received and email back from them stating that they took pictures of the unit when it was dropped off and noticed the damage to the unit. When I asked to see the pictures, I got no response. The service writer also gave me other incorrect information.

  Business Response

  Date: 09/10/2024

  Our technician did take pictures of the damage prior to working on ******************** motor home. We also inspected our service facility which would have significant damage as well if it occurred here, there is no damage. Our technician indicated that some of the damage along the top appears to have been from a tree limb, other than palm trees placed well off our parking lot, we don't have any trees on our property as well. We regret that **************** has damage to his motor home. We will forward him the pictures from our technician. 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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.

  We provided Browns RV with a $1000 deposit on a boat with the agreement that upon delivery the boat would be in deliverable condition meeting all the agree issues resolved. Upon the attempt to deliver the boat it was not detailed, had a light ear the floor hanging by a wire,(it was broken) the floor had mildew, cup holders were filled with water and one cabinet could be opened neither by me or the dealers rep. *** the operator even told us the boat was filled with fuel even though the gas gauge indicated just over half a take. The delivery employees from Browns told me the tank was full I just had to calibrate the fuel gauge. This was also a lie. The delivery employees were instructed to leave the boat. I told them I would not take delivery as a result of these issues. We called Browns RV and requested our deposit be returned because the condition of the boat was not as agreed. Browns RV has refused to return our deposit claiming we bought another boat elsewhere as the reason for not completing the deal. This is a false claim, we have not bought another boat. We just want our deposit returned.

  Business Response

  Date: 10/10/2023

  It is a standard policy throughout the industry that deposit taken to remove an item off the market for sale is not refundable. There is the chance of a lost of potential sale ( which happened in this case) to another consumer as well as a real cost of preparation. Our General Manager has to approve all refunds. At the time of this occurrence he was out of town. Our Sales Manager was only stating our policy, whether if Mr. and Mrs. **** were planning to purchase somewhere else was irrelevant.  Upon being made aware of the situation our General Manager approved the refund. However prior to us having the opportunity to issue a refund Mr. and Mrs. **** disputed the charge with their credit card company. We have not and do not intend to send a rebuttal for the charges. We wish Mr. and Mrs. **** the best and we will gladly assist them for any future needs. 

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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.

  We purchased a boat from Browns in November 2022 at a price of $75,000. We noticed that the props was messed up when we told the mechanic he started acting funny and said he would have to talk to *****(the owner). There was also a depth finder that was on the build sheet that was missing. ***** told my husband if he wanted to install it he would pay him to do it since its a 4 hour trip for us. We was finally told that they would order a new set of props and have them shipped to us. So in the meantime my husband ordered a set because he likes to have an extra set on hand. We had them within a couple of weeks. We have been told that these props was not available and browns cant get them. We offered to let them pay us for the props we bought. They said that they had some coming in and should be shipped to us. Well they finally shipped us some props which had been refurbished. They are trying to tell us these props are new which they are not. When you send props off to have them refurbished they get stamped. I looked up the law and if you try to pass something off as new and it is used it is against the law. There was numerous other things wrong with this boat that my husband had to fix. We have both sets of props that we can show are clearly used. When you buy a new boat for $75k it should come with new props. Im surprised that this business has remained in business with the amount of lies that ************************* and all of the other employees tell. Im sure if his parents knew how he was handling the business they built they would not be happy.

  Business Response

  Date: 06/07/2023

  Mr. and ***************** left with a set of props that came off of ******* (our General Manager) personal boat because there was shortage on that style prop. We sent his damaged props back to be resurfaced which is manufactured approved method. Those props were sent to **************** with the agreement he would return the props that were taken from ******* boat, which he has not done. We are now told that **************** has purchased another set of props and would like to be reimbursed, however he also wants to keep the other two sets as well. We have agreed to refund him for the new set with a receipt but not until we have received the two set he was given, the set from ******* boat and the original resurfaced set that was originally on his boat. With all that has happened in past conversations we feel confident that if we refund the money he will not return the other two sets that are owed to us. In regards to the transducer **************** agreed to plug it in, which is a ***** job. He has ask for $650 for performing this job, we are prepared to pay him for that amount of time, which would be $50. We provided **************** with a return label for the props he has in processing, as soon as those are returned and we receive a paid receipt we will promptly refund him for the cost of those plus $50 for his time plugging in the transducer. 

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because:
  On November 12th we bought a brand new $75k boat we seen the props was used and Browns agreed to send us a brand new set of FH7 props. We left with a set of used FH-6 props that was damaged but no one said they was off of ****** personal boat. We agreed to send those props back once we received NEW FH7 props which was on the build sheet. We have never had a set of FH7 props that was damaged and needed resurfaced. Browns did tell us that they received a new set and someone dropped and damaged a set. 
  We do not want their resurfaced and damaged props. We agreed and will send them back once we receive what is owed to us. After all the lies from Browns we feel if we send both sets back we will never receive reimbursement. As for the installation of the transducer, it was not a plug-in job. The bottom of the dash had to be removed to gain access to the depth gauge, the wire had to be ran from the rear of the boat to the dash along with sanding and smoothing the fiberglass under the engine and then gluing it to the hull. We have over 10 hours of work in fixing the electrical problems with the trim tabs, under water lights, courtesy lights and transducer. 

  Business Response

  Date: 06/20/2023

  The original props had only been in the water two times, at the time ************** performed a water test during his inspection and the moment that he took **************** on his demo. It is believed that the prop was damaged when loading it back on the trailer from that demo ride, by **************.  The reason we had those props resurfaced was because they were on back order an estimated delivery time frame wasn't available. We have not received a paid invoice from ****************, once we receive that and the two sets of props that belong to us we will promptly  reimburse him. 

  Customer Answer

  Date: 06/26/2023

   
  I am rejecting this response because:
  

  The props was not damaged when we took the demo ride. You can clearly see where the FH6 props was damaged, they had been welded up and ground smooth. Browns installed reconditioned props on a new boat and tried to sell it to us without telling us.

   

  We will agree to send one set of props back to Browns and they can send us a check for the props we purchased and payment for the depth finder install along with a box and return label for the second set of props. We will then immediately return the props to them as well.

  ******

  
  

  Business Response

  Date: 07/06/2023

  If the original props were damaged and repaired prior to the ******** arriving to take delivery it was done at the manufacture, we never had a reason to nor would we ever attempt to put used props on a new boat. Those came on the boat from the manufacture, and the F6 props are what were taking off of a demo boat so that Mr. and ***************** would be able to use their new boat while we got the F7 prop issued resolved. We will agree that if they will send us one set of props and an invoice for the props they purchased we will refund them for that purchase and with the understanding that they will return the second set of props once they have received payment. 

  On the issue of installing the harness for the transducer Stingray usually allows one hour under warranty to remove and replace. We were able to have them approve two hours at $85 per hour for the install that **************** performed due to the harness being on back order when the boat was produced. We will pass along that amount ($170) to the ******** along with the reimbursement for the props once we receive that invoice and the props owed back to us. **************** has a return label from us to return the props. 

   

  Customer Answer

  Date: 07/09/2023

   
  I am rejecting this response because:
  I want to make sure that once the 1st set of props have been returned we will then receive payment for props. Once payment has been received and a new return label and box has been sent we will send the 2nd set.

  I also have sent a copy of the receipt for the props and a copy of the backordered items list from our boat showing that there definitely was not a set of props on the boat. If you have read any of the comments from browns their story has changed every time which proves my case they do not and can not tell the truth. I have also checked rates on boat mechanics and the hourly rates are much higher. I contacted stingray and was told they would never put damaged props or reconditioned props on a brand new boat.

  ***** and *************************

  Business Response

  Date: 07/20/2023

  It sounds like we're saying the same thing. Once we receive one set of props from the ******** we will refund the cost of the props they purchased with a paid receipt, and with the agreement that once they receive payment they will then send the second set of props back us as well. In response to the other comments, unlike other brands we do not install props on ***** drive boats, or any other boat that we purchase from Stingray, that is standard and is not listed anywhere on an option or build sheet. As far as the warranty reimbursement amount we have applied for a labor rate increase for warranty claims with Stingray but currently it is at $75 per hour. The approved time for the install that **************** is two hours, $150.