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:01/07/2025

  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.

  We purchased a ***************** in 2022. In 2024, before the 2-year warranty was up, the floor began to rot from subpar materials that were not marine-grade. We began working with the service department to get the repairs done. They dragged out the process, and then they started ghosting us and not returning our calls. We eventually agreed to have the repairs done at our cost. After several attempts to schedule, they again started to ghost us. Now they have shuttered the business and their corporate offices do not respond.

  Business Response

  Date: 02/04/2025

  Although the Lexington pontoon of *** and Mrs. ******* stays in the water for extended periods of time, which voids the manufacturers floor warranty, we have agreed to pick up and return the boat to their location, at our expense, which is ordinarily the customers responsibility. We will replace the wooden floor at no charge, or we have offered to install a composite floor, at a heavily discounted price. We are waiting to hear if they are interested in taking advantage of either of these options.

• Initial Complaint

  Date:12/20/2024

  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.

  We purchased a ********************************************* Direct in 2021. It has been in the shop due to many issues. The rotted wood in the floor had to be replaced. They advise us to upgrade the floor with the expensive plastic at our expense of $2000. Then their mechanic punch holes in our seat. They fixed the seat then their mechanic had freeze all over our seats. Had to be replaced. Now our toons on the pontoon are corroded. We almost sank due to the tunes filling up with water and had to be towed in. They said its our fault. The carpeting on the trailer causes corrosion. It is stated in thr manual they gave us that carpet on the trailer causes corrosion. We only have 78hours on the boat. We are hiring a lawyer because they will not help

  Business Response

  Date: 01/04/2025

  We are sorry they are having a problem with the Lexington pontoon. Although the boat is well out of warranty, and the terms of it are clear, as the customer has stated, we are willing to help. We can very reasonably effect a repair to this condition at our Hudson FL location. We are contacting the customer to see if they would like to take advantage of this.

  Customer Answer

  Date: 01/14/2025

  Here are pictures plus more of all the damaged caused by Neglegence from Factory Direct. They sold a trailer with carpeted rollers that caused the damage within a year. I see they closed their door in Edgewater where we bought the boat 

   

  Business Response

  Date: 02/01/2025

  Although our warranty is clear, as the customer had stated, we took action to find a solution to meet their needs. This matter has been fully resolved.

• Initial Complaint

  Date:07/12/2024

  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.

  I purchased a ***************** (factory Direct marine and RVs in house manufactured boat) in April 2022 for ******. We were told during the sale it had a 10 year warrenty on decking and was made out of high quality marine grade flooring. In December 2023 we contacted FDMRV about a bouncy floor. We were told it's normal to have movement and to not worry about it. In July 2024 our floor is completely rotted through and falling out of the bottom. We are told the warrenty is only two years (changed in 2023) and it will not be covered. We have spoken to 6 different people and are lied to and then ghosted. Each say they will try and get the floor covered, and then never respond to emails and calls. I spoke to a technician and enquired about replacing my non marine grade flooring with marine grade, and was told "i have several bays full of boats with the same issue. We switched to plastic". We spoke to a ********************* and was told to bring the boat into factory direct and they will inspect and repair it. He told me to wait until he calls back to verify a date and time. I never received a call back and all emails and calls are unanswered. I received an email today offering to replace the floor for $2000 only if I signed an agreement not to speak poorly about the company. I refused. Every step of the way I have been lied to and then ghosted. Factory direct fraudulently changed the warrenty, fraudulently sold household plywood as marine grade wood, told me not to come in knowing the wood will fail out of this new warrenty period and now refuses to fix it without charging me.

  Business Response

  Date: 08/05/2024

  In the interest of customer satisfaction and amicable resolution, Factory Direct sent the customer's boat to the manufacturer to have the flooring replaced. It is currently undergoing QA/QC and should be available for the customer in the near future.

  Customer Answer

  Date: 08/14/2024

  Agreement was made between my husband and Factory Direct Marine and RV to replace the subflooring at no cost. 

  Customer Answer

  Date: 08/14/2024

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

• Initial Complaint

  Date:01/16/2024

  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.

  sent email requesting refund but was informed i signed veh purchase and sale agreement.dealer claims that liquidated damages in the amount of $2000.00.was told by the saleswoman the only way to get the other rv to their lots was to provide a $****.00. in which i did on credit card. two days later after seeing the rv and thinking how to pay for this based on their finance changed my mind.i informed them that i could not move forward on this because of fixed income. i don't understand why they can't refund me the money if they put the rv back for sale. i have not signed any loan nor did i take the rv. received an email Threatening me with i had signed a purchase agreement. The company was very manipulative in how everything was presented and feel like the tactics were done as a scare tactic. All i am requesting is my **** dollars refunded.01/15/2024 Factory Direct *************************** ********* Edgewater, ** ***** Subject: Request for RV Cancellation and Refund Dear Sir/Madam,I am writing to request the cancellation of my RV purchase and a refund of the amount paid. I was told to leave a deposit of $****.00 to have a rv transported from another location, Hudson ** to Edge water. - Model: ***************** - Price: $19,990.00 - Payment method: **** card done twice for the amount totals $****.00 Unfortunately, I have had a change of circumstances, and I am no longer able afford the *** I would like to request a full refund of the amount paid. Please let me know what steps I need to take to cancel the purchase and receive a refund. I would appreciate it if you could provide me with a written confirmation of the cancellation and refund.

  Business Response

  Date: 01/30/2024

  The Customer entered into a binding contract to purchase an **. The terms of the contract provided that the Customer would not be entitled to his deposit back in the event that he cancelled the contract. Factory Direct incurred costs in transporting the ** to the store in anticipation of delivering it to the customer. Notwithstanding, in the interest of customer satisfaction and goodwill, we would agree to allow the original deposit to be applied to another purchase, with our approval. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21151749
  
  I am rejecting this response because: I was told by saleswomen that a deposit was needed. this is not the first time they do this to consumers. I am not interested in buying anything from them. they lost nothing from me canceling this. the rv is back for sale.
  they had me sign on false pretense. they had intent to defraud me with by signing this contract. 

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

• Initial Complaint

  Date:11/09/2023

  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.

  Purchased a new vessel from this company, it was delivered in an un seaworthy condition. They took the vessel back to enact repairs after over a year in their possesion and me paying for the monthly payments the vessel was again delivered in an un seaworthy condition with the same problems still occuring. I had since had to take the vessel to a competent authorized service center that discovered that the rigging for the throttle control cables had been incorrectly done and the steering wheel had not been properly mounted and aligned.

• Initial Complaint

  Date:09/11/2023

  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.

  I put a deposit of $1,000 down on one of their LIV trailers. But when I went to see the on August 23, 2023 which was a 2:30 hour drive both ways, the RV was not in new condition. The bathroom had caulk everywhere. The shower pan was incorrectly installed with screws exposed which would easily leak and cause mold issues very quickly. The backsplash was uneven in the kitchen and the wallpaper was peeling, which their response was don’t worry we can just remove it.. So I decided not to buy the camper, it has been over two weeks and they still will not give me my deposit back. They are saying because I asked for them to order solar panels for the RV. I did, but I also expected it to be in new condition. This makes me not trust the company that is making the campers. I don’t want the same people making me another one. They said it was a new small company with one warehouse making them, why would I want the same people making me a new camper? And it’s the only brand on the lot that my minivan can tow. I don’t feel comfortable as a customer buying one from that brand. That being said I should get my deposit back. I never signed a single piece of paperwork on this camper. Your company was going to sell a camper to a women who they new lived 2 1/2 hours away from your store. They new I was having a hard time getting out their and tried to sell me a faulty camper. AND Alex never even called me or my husband back to tell me your corporate decided to keep the deposit. Not Alex’s manager not the sales rep. Not one person got in contact with me about my deposit. We have called over the past few weeks with no response until today September 7th, 2023 when I called to speak with Alex again, I was informed that earlier in the week corporate had made the decision to keep our hard earned money. We still have not been contacted by Alex or corporate giving us a legal reason to keep our money.

  Business Response

  Date: 09/25/2023

  The Customer committed to purchasing the unit and Factory Direct Marine & RV of Edgewater special ordered solar panels at the Customer's request. While we disagree with the Customer's description of the condition of the unit, in the interest of customer service, the Customer will have the deposit credited back to her card.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair 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 took my Pontoon in for repair on Monday 7/10/2023. On Thursday 7/13/2023 I was called and told that one of my toons had a hole in it and my trailer lights don't work and neither repair is covered because my warranty was only 12 months. They said the toon corroded because of saltwater and and because of the carpet on my trailer that they put on it. The boat was supposed to be designed to go in salt water and I never left it in the water. I always took it out and rinsed it off after, but they claimed the carpeting holds the saltwater in and keeps it against the toon. So why do they put carpeting on the trailer? Why didn't they tell me to remove the carpeting? This damage is clearly their fault and it is unprofessional that they are not willing to repair it since I purchased this boat new for over 50k in May of 2022.

  Business Response

  Date: 07/28/2023

  We are sorry Mr. **** is having this issue with his pontoon. While salt water corrosion is not a warranty item, we will pass on the repair from our vendor at our wholesale cost, as well as contribute. To help alleviate the condition in the future, there are aftermarket options for other materials on the trailer bunks, which can be further discussed with our service department. Additionally, a barrier coating can be applied to the raw aluminum surface which can also provide further protection. I hope this information addresses some of Mr. ****s concerns.

  Customer Answer

  Date: 07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not understand what this means "we will pass on the repair from our vendor at our wholesale cost, as well as contribute" and even if I did I already paid someone else to fix the boat, since they wanted to charge me 1200$ to fix it. I also found covers to replace the carpeting that they put on the trailer that they are now claiming is not recommended. This all could have been avoided if they had just told me in the beginning to replace the carpeting, or better yet, if they had never put the carpeting on the trailer to begin with. They are responsible for this damage and all they want to do is contribute to the repair? To little ... to late. They are welcome to pay for the repairs but I doubt they will. We will just make sure no one makes the same mistake we did and buy a boat from them. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:03/22/2023

  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.

  Purchased 2017 Big Country Fifth Wheel from Factory Direct Marine & RV on 4/30/22. Was told at time of purchase by Patrick (sales/finance consultant) everything on camper would be covered by bumper to bumper warranty we purchased through ******** ********* if anything was wrong. Camper was not used until the end of May 2022. When everything was hooked up we found numerous problems as noted in attached documentation. Began calling business at this time with no response. Once response received we had camper towed back to business on 7/23/22 at cost of $100 out of our pocket. Informed them that fridge and washer were not working. Hydraulic line was busted, black tank leaked, hinge on outer door broken, awning misaligned, ALL plumbing leaked, flooring peeling up and bedroom slide leaking. Received camper back on 8/5/22 and nothing had been fixed. Hinge to outer door had been replaced but was now less functional than before. Fridge randomly started working on 8/17/22. Multiple emails regarding issues sent to Amber who later quit responding and later found it she had left the company and there was no follow up. On 10/2/22 Bedroom AC quit working. 10/19/22 Living room fireplace quit blowing heat on high. 12/5/22 Camper again returned to FD for repairs. 12/7/22 Was told warranty denied everything we asked for and FD stated they found no issues with most of our concerns (see attached). FD said there was no leak in black tank but after camper sat there for 9 days without being used they called us to come get it because it was leak sewage all over shop floor. Then tried to charge $500 to have tank emptied but after negotiation with branch manager agreed to $75. 1/26/23 camper returned, black tank continues to leak causing further damage to insulated flooring, outer door hinge fixed. AC worked for about 1 week after this. Nothing else was fixed and no response from FD when notified that we are still having same problems.

  Business Response

  Date: 04/05/2023

  Customer purchased a used unit “as-is” from Factory Direct Marine & RV. Customer further purchased a third-party warranty from ******** ********. ******** ******** denied customer’s warranty claim. Customer was provided with the ******** ******** phone number and denial code to attempt to resolve the issue. 

  Customer Answer

  Date: 04/05/2023

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

  Factory Direct never submitted correct information to ******** ******** and Factory Direct further denied there was a leak underneath even after video and physically seeing leak as seen in pics previously attached. RV was brought back twice and tech said both times there were no leak therefore nothing was submitted to ******** ******** indicating there was a leak. Tech later submitted info to AG stating the knife valve needed replaced and it was immediately approved and tech repaired valve but that did not fix leak.  When RV was purchased AS-IS I was informed it had been fully inspected and was in perfect condition. Once hooked up it was obvious unit had never been inspected. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/27/2022

  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.

  We bought brand new Razor boat on April 8th, 2022. The boat was supposed to have a grill in the middle area of boat. We were instructed to bring cashier's check for boat payment which we did. Upon realizing not grill, they said they would need to fabricate the middle area but to take the boat till they could order parts. Upon getting home, we realized the bilge pumps wasn't working so they came and picked up boat and was supposed to fabricate middle area and fix bilge. They brought back and said actually there wasn't parts for fabrication after all and they would reimburse us the $1800 we paid for fabrication and grill. We were told they had issued our check and sent it ***** which never arrived. Never arrived several times and they kept saying they reissued. Then, when I told ***** that I really needed the $1800 he said he had sent it to corporate to send me the check. Also, I reminded him the bilge is still not working and he said he would have service contact me. I haven't been contacted or money sent.

  Business Response

  Date: 12/14/2022

  We are certainly sorry for any delay on follow-up of this, and that it got to this point without satisfaction for ****************. We appreciate the opportunity to have earned her business initially, and it was never our intent to aggravate her or not fulfill our obligation. The check has been sent for the $1800 reimbursement and it is our understanding that this resolves the issue, and we stand ready to remedy any outstanding applicable warranty items. I will have our customer service representative reach out to make appropriate arrangements.

• Initial Complaint

  Date:09/10/2022

  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.

  Horrible experience. Purchased a boat, went to pick up & an issue was found during demo. They said it would be ready in a few days. 3 weeks & many unreturned calls later, I finally took it home. Found out they tried to be cheap & bought aftermarket parts on******* then finally purchased a part from Volvo which was supposedly guaranteed to solve the problem. First trip out & same problem occurred. Didn't bother to contact them since they clearly don't care. They claimed that the corporate office was going to send me my first payment by mail due to the fact that it sat in their shop for the first 3 weeks of my loan & I still haven't received that either. Went to complain in person & the "Sales Manager" Jamie hid in his office. Run like hell from this place. Still awaiting my first month's payment from the "corporate office" as promised by both Dave the salesman & Jamie the Sales Manager.

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/12) */ We are certainly sorry that the purchase experience did not meet the expectations of Mr. & Mrs. *******. The used boat they purchased had a Volvo engine, and it exhibited signs of a faulty fuel pump, symptoms which manifested on the demonstration for delivery. Part availability has been challenging, and we found a suitable replacement, installed, tested, and felt the boat was functioning properly. We are sorry to hear that it had a continuing issue. We had agreed to compensate the *******s's the equivalent of one of their finance payments, because of the delay in locating the replacement part. The check for $550, sending 9/12/22 we trust will resolve the outstanding issue.