Business Profile

RV Dealers

Mike Thompson's RV SuperStores

Complaints

This profile includes complaints for Mike Thompson's RV SuperStores's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/31/2023
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.
Problems prior to taking delivery - no generator - wrong color - ac in gerage has problems So this is what we get a trailer we didnt want and a hand full of problems Issues with trailer:1.Fuel pump 2.Water pump 3.Fridge 4.Freezer 5.Electrical in bedroom is backwards 6.GFI keeps tripping 7.Baseboards inside peeling off walls 8.Smoke alarms go off for no reason 9.Generator sounds like its gonna fly out 10. Toilet fills up with water for no reason
Business Response
Date: 06/14/2023
MTRV management worked with customer on resolving their RV issues. Due to logistics of the customers location, MTRV had the manufacturer assist customer. The no generator and color matters were discussed with customers before leaving with the unit. The color scheme was ok'd as long as a generator would be installed when it arrived. Customers agreed to the above.
Customer Answer
Date: 06/14/2023

Complaint: 20119156

I am rejecting this response because:
1. unit is NOT fixed.
2. Manufacturer has NOT seen unit.
3. manufacturer has NOT fixed the unit.
4. MTRV Executive ******* called 7 days ago and stated shed call back within 24hrs. weve left voicemails and messages with the receptionist and have yet to receive a call back to resolve any issues and come to a resolution.
5. We are very unsatisfied with the whole experience.
6. Terrible customer service.
7. Still cant use the unit we paid for.

Sincerely,

*****************
Business Response
Date: 07/06/2023
MTRV service has reached out to customer and has agreed to servicing subject vehicle at the *** location on Monday, 7/10 and will return to customer upon completion of work.
Initial Complaint
Date:05/24/2023
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.
On January 31, 2023, we purchased a motor home from **** Thompson RV (MTRV). We were offered the following service contracts: Compass Extended Warranty, *** Road Hazard Tire and Wheel Protection, ******** Stolen Vehicle Recovery System, Protection Plus Warranty, and Secure Shield. We did not want them all but were told they came as a package. We had 30 days to cancel them. After our purchase we checked into the services and decided we did not want any of them. We called first and then switched to email, notifying them of our desire to cancel well within the 30 days. The Compass Extended Warranty was refunded with no problem. The *** was refunded on a greatly reduced "prorated" term, even though the contract clearly stated it would be paid in full if cancelled within 30 days. Nothing has happened with any of the rest. We have given MTRV months to resolve this. They have stopped responding altogether. Attached is the email chain we had with them, starting on February 14, 2023, a few days after our first call. We desire a full refund for each of the remaining contracts (Compass excluded), a total of $5388.00 as stated in the last email. Thank you for your help.
Business Response
Date: 06/05/2023
MTRV would like to resolve customers' requests. We are requesting for the customer to contact our ************************ at ************. They will be updated on customer's file so they can assist accordingly.
Initial Complaint
Date:03/30/2023
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.
The awning of my ** was knocked off. After an appointment, I sent the ** to ******************************* store on February 26. The receptionist *********************** helped me make a record and left the ** there and told me to go back and wait for the quotation. He sent me a quotation by email on March 6th and I agreed that he would order accessories for me. He replied my email yesterday that the awning has been replaced and allowed me to pick it up. We went to pick up the ** and found that they replaced it with a different accessory. The main difference is that there is no outdoor speaker on the new awning. *** told me because most people dont like the speaker on the awning. And he refused to do anything about the issue also refused to let their supervisor know it. I asked him to take off the wrong part, he refused as well.I have not retrieved it even though my family has plans for a spring break trip, implore BBB to help me find a solution.
Business Response
Date: 03/31/2023
MT** has contacted customer in regards to matter. Part has been re-ordered and customer agrees to take and use the ** returning for completion of work.
Customer Answer
Date: 04/01/2023

Complaint: 19864956

I am rejecting this response because:
Dear ***********************
The truth is that my calls and emails went unanswered until I drove over an hour to their store and waited over four hours to pay in full to get my current RV with the wrong parts. I have to agree with them on this solution if I want to not delay the family's spring break trip. Waiting for accessories next and will have to pay more for this new accessory. I don't know if the insurance company will pay for this new fee, they passed the responsibility on to the insurance company.
So I cant agree with that close this case right now.

Sincerely,

*****************
Business Response
Date: 05/11/2023
MTRV has ordered the required parts for the customers vehicle. MTRV has been in contact with customer.
Customer Answer
Date: 05/12/2023

Complaint: 19864956

I am rejecting this response because: my rv has not been repaired. They asked for more money but my insurance company has not agreed with it yet.

Sincerely,

*****************
Business Response
Date: 05/15/2023
Parts needed to complete repairs have been received and we are reaching out to customer to schedule priority service. This is what we agreed to do and what customer agreed too. - MTRV - ******************************************* ******************
Initial Complaint
Date:03/16/2023
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.
Purchased a class A RV in Oct 2022 and we went through the walk through at the time of pick up. A light in the living room above the steps to go outside was missing. I questioned and the guy said they were out of those lights, which he said was uncommon to be out of stock, but when they get them in they will let me know. I was fine with that and they also made a note in their system that they owe us one. Also noticed a map light didnt work when I got home with the *** I thought they were supposed to check all the lights. Anyway its middle of March 2023 and I have made at least 4 phone calls to the ********** and to our finance person, ***, who kept promising a call back but nothing. I dont have the time to sit at the dealership and wait but may have to. I figure they have my money now so on to the next deal. I feel they havent crossed the finish line with me yet.
Business Response
Date: 03/27/2023
Our customer's satisfaction is very important to us. We have contacted the customer and will be supplying the light as he has requested. We are available to install item,but he asked we just supply part.
Our goal is to have this completed in a short- timeframe.
Initial Complaint
Date:12/30/2022
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.
During the month of February 2022 my fifth wheel was taken in to **** Thompson RV of Colton to have the roof replaced through an insurance claim. The claim was approved, *************************** RV was paid over $12,000 and the roof was reinstalled. The awnings were also supposed to be replaced under the claim, money was paid for the labor and material however that was never done. Finishing that service it was found two of the ** units were now improperly functioning and other various parts on the rig had been removed, not related to the service and not been replaced. Over the course of the last nine months, the rig has gone in and out of their service center for these items and left there for weeks and sometimes months at a time with none of the service getting completed. I have gotten no response, no answers, and no plan from anyone in the service center regarding finishing my rig's maintenance.
Business Response
Date: 01/29/2023
Necessary information for order of Parts has now been received, and items have been ordered. We will share the *** of the parts as that becomes available and set an appt. for install upon receipt of parts. We have been in contact with the customer on the 19th and 24th and do expect to work with customer to complete the repairs.
Business Response
Date: 01/29/2023
Necessary information for order of Parts has now been received, and items have been ordered. We will share the *** of the parts as that becomes available and set an appt. for install upon receipt of parts. We have been in contact with the customer on the 19th and 24th and do expect to work with customer to complete the repairs.
Initial Complaint
Date:12/08/2022
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.
*** *************************** RV sold me a dud, and instead of helping me problem solve, it's crickets *** Purchased a 2023 model camping van ******* Winnebago *****, 59PX) in July 2022. ->>> It's having major engine problems. I've just been told it's likely the cylinder heads cracked and the ****************** needs to do major engine work. Since purchasing the van I have not been able to use it as intended, which is to enjoy with my family taking weekend trips. The issue isnt really that the van's having issues, its how the management team at MTRV is handling the issue, lack thereof. I emailed a letter to the management team, heard nothing back for a week so I called. I spoke with sales manager, *****. He asked what the problem was, I explained... he had the audacity to respond back with "so what's the problem, it's under warranty"... Oh nothing... it's just 2023 van having major engine issues sitting in the shop for over a week not and this is the second time in the shop.
Business Response
Date: 12/13/2022
We have connected with customer in reference to matter. MTRV has provided customer with their Winnebago customer care contact to address his vehicle issue. Customer has MTRV contact information if needed moving forward.
Initial Complaint
Date:12/07/2022
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.
On 10/26/2022, I dropped off my RV in regards to a Awning Control Recall and a problem with leaks from the kitchen sink.

Over a month later, on 11/28/2022, I came back to pick it up to find nothing was properly completed.
All panels and covers were not installed back on properly and a drawer under the sink was broken. On top of that, I found noticeable damage (a very fresh crack) to the Right Rear Wheel Fender that wasn't there during drop off. All in all, an absolute mess.

Had to go back today, 12/7/2022 to pick it up and the associates refuse to help. Just claim ignorance and no responsibility.
I know ************* takes pictures of customer vehicles during drop off - I want to see the before pictures of the drop off to prove that ************* employees are the ones not responsible for the vehicle damage. I know that there was a small scratch there during drop off but if you look at the pictures taken during pick-up, the level of damage is way more than a simple scratch.
Upon confirmation that the damage occurred while the vehicle was in *************'s care, I am requesting that ************* covers all repairs and damages.

I trust that ************* will do things right by the customer and I look forward to hearing your response.
Business Response
Date: 01/31/2023
Business Response /* (1000, 5, 2022/12/13) */
MTRV will reach out to customer for possible resolution on referenced issue.

Consumer Response /* (3000, 12, 2022/12/27) */
We wanted to give them time to respond properly with the Christmas holiday. However, it's been over two weeks and we have not received any dialogue at all from ************* RV.

Business Response /* (4000, 16, 2023/01/27) */
Damage referred to in customers complaint is not caused by MTRV but rather caused by the damage documented by MTRV when customer arrived for service work.
Initial Complaint
Date:10/05/2022
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.
Purchased a new toy hauler tt from MTRV 07/22. While completing the financing we were presented with the option to purchase a paint protectant called "secure shield". the product had a 7 year warranty and the business would contact me within 2 days to set up the appointment. 2 weeks and nothing heard from any company.

I attempted to talk with the financial mgr who arranged the deal who ignored voicemails and emails regarding my questions. After asking to speak to the GM I was miraculously sent to someone in service who provided the company name and phone number.

I researched the business and nothing on their website talks about or offers "secure shield". There is nothing on the internet with that name in regards to paint protection. I called to make an appointment and was told MTRV never sent them my information or that I had purchased the service. I inquired about their product and how it could be applied at my own house in 100 degree heat. I was told the product was water based and it's sprayed on. It would only take the company 1.5 hours to paint protect a 34' tt. This all seemed like a scam and was not impressed with how the dealership advertised the product and then how the actual company applies it.

I contacted MTRV about my skepticism, which required another 5 phone calls. I wanted a refund on the purchase of something that was falsely advertised. At first MTRV balked but then had me fill out a statement of facts to get the refund process started. Since the cost was included in the financing they told me it would be up to 8 weeks to see the refund.

7 weeks into it, nothing. I called/emailed the financial mgr about the status and shockingly heard nothing back again. Several emails and voicemails and nothing. After speaking to GM, I received an email within 5 min saying he didn't see my emails

1.5 weeks later, still no response. Spoke to GM who said the 1st request was lost and they had to resend. Over 9 weeks and still waiting.
Business Response
Date: 11/02/2022
Business Response /* (1000, 8, 2022/10/28) */
MTRV and customer has connected and resolved the matter. MTRV has provided customer with a refund.

Consumer Response /* (2000, 10, 2022/11/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:09/22/2022
Type:Sales and Advertising 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.
On October 20, 2021, me and my fiance purchased a keys stone 2021 on a loan of $10,000.We put down cash the ** was new 38,000.keystone offered three years warranty that transfer with ownership ******* told us that it did not transfer with owner ship, so we ended up paying full deposit for there Warrenty.We had to resign a different contract with a new price with military discount for smaller interest rate, which non of us are inof us are in military. We had to wait 7 days to pick up the trailer.The reason we know now is because they sold us a different one then we saw and signed for.We have called and canceled there warranty serves, which only covers estimates, not parts nor labor what a joke. were only able to get **** towards the bill. Which is not even close to what he told us there is spray paint over vin number and under carage which coming off and rust is showing through what 2021 should be showing rust? Also vin number dose not match the paperwork the one that wa ******* told us that it did not transfer with owner ship so we ended up paying full deposit for there Warrenty. And had to resign a different contract with new price with military discount for smaller interest rate which non of us are in military. Which in fact we had to wait 7 days to pick up trailer. Which was odd I know why now they sold us a different one then the one we saw and sign for. We have called and canceled there warranty serves which only covers estimates not parts nor labor what a joke.We could only get $**** towards the bill. That is not at all what he told us. There is spray paint over the vin number and under the frame that is peeling off, and rust is visible through what 2021 should show rust? Also, the vin number does not match the paperwork. Also And no one gets back at all and when u get through they just take message.
Customer Answer
Date: 01/10/2023
What actions may I take
Business Response
Date: 02/17/2023
The Coach customer purchased and took delivery of is the one they inquired about online. Regarding the **** MTRV pays for parts and labor for covered items. However, the factory warranty is one of the few that is transferable; this needed to be stated to the customer correctly. MTRV has been trying to connect with customers but has yet to succeed. The purpose of the call is to confirm the mechanical breakdown coverage cancellation and make up for the difference between what the refund was for and a full refund.
Customer Answer
Date: 02/23/2023

Complaint: 19321844

I am rejecting this response because: we never recived refund nor did we receive a call

Sincerely,

*******************************
Business Response
Date: 03/24/2023
MTRV has connected with customer. MTRV has agreed to issuing a refund for the warranty customer has agreed to.
Initial Complaint
Date:07/26/2022
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 took delivery of a new Class B RV on Saturday 7/23/22. Sunday I went outside to show the RV to family. Since it was hot, I turned on the generator and rear AC. To my surprise I start to smell Gasoline. I look under the RV and Gasoline is leaking everywhere. I have tried to contact the dealer and have not received a response. They let me take delivery of an RV that was not safe. At this point I just want to undo the deal. I cannot trust this RV
Business Response
Date: 08/25/2022
Business Response /* (1000, 8, 2022/08/11) */
MTRV and customer have worked together and have successfully repaired the fuel issue.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Mike Thompson's RV SuperStores is BBB Accredited.