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:11/14/2022

  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.

  11/4/22 tried to rush us into closing prior to seeing motorhome. Had inspection, needed new tires, radio and backup cameras didnt work, leak in shower, leak from washer. They wouldnt pay for repairs so we paid for a portion. Picked up coach on 11/4 came from nj. We ordered matttress but they did not install until 5 mins prior us arriving and mattress was rolled and compressed and needs 8 hours to come to shape to be slept on. Drive down road and rv rattled and shook we assumed from badly paved roads. Had to stay overnight at hotel in ***** because mattress was still flat. next morning we hit the road, when we get on highway and reach 50 mph the entire coach shook . We could not go over 50 mph without the blinds shaking, all cabinets and doors, shelving fell from inside cabinets. The radio they installed fell off and we did not have cameras for a 24 hour ride home. There was something wrong with the tires. We called our salesman and he advised oh we dont balance tires here or high speed balance we drove from ***** to ** and could not find anyone that could work on motorhome tire balancing over the weekend. Got home called management and got not response, contacted salesman no response. They had their customer relations person Giff call us 11/4. We had tires replaced and tire place stated they put trailer tires on a motohome, never balance or alligned. **** stated all week he did not hear from anyone from *****. We contacted financing company who contacted ***** to contact us, we finally got a response today. They will do nothing , ************************* manager offered a trade, but that what we paid ******* for on 11/4 he would take on trade for *******. Zero cooperation. We want to return the coach and not do business with this company. They are frauds, and seeing by the complaints they so not resolve issues.

  Business Response

  Date: 11/17/2022

  The customers story differs from the dealer. Facts are that the customer hired an independent third-party inspector to thoroughly inspect the coach, in addition to walking the coach personally before purchasing and taking delivery. ***************** has reached out directly to the customer to discuss solutions however the customer is unwilling to accept anything short of repurchase of the coach on unreasonable terms. The dealer will not repurchase the coach.

  Customer Answer

  Date: 11/25/2022

   
  Complaint: 18402968
  
  I am rejecting this response because:

  we have recently heard from *********************** the regional MGR of Retailers RV, over a week ago now and we have yet to hear back from him again.  Yes we had inspection.  What we paid $1100 towards inspection for,  the items were not fixed as promised, paid $300 for detailing, coach was not detailed,  the tires had to be replaced as soon as we arrived in **.  The wrong tires we installed on coach and not balanced.  The radio installed for backup cameras fell off dashboard due to shaking from improper  tires installed and not being balanced. I have been calling to remove warranty added on  since 11/7,  that has yet to be done.  The rv is unsafe.  The walkthrough was 10 minutes with a gentleman who speaks broken english, not the salesman.  We asked to purchase a newer model and return this one, which already has had money put into it(new tires $3000),  dealer stated if we did that that he would not five us what we paid for the coach that he we take it back on trade for $40,000 less which is unreasonable.  The managers were not willing to do anything.  The finance company is also involved to try to negotiate and has yet to receive a response from anyone.  This company has so many complaints here and with attorney general i dont know how they are still in business.  They are unwilling to negotiate or respond.  My husband and I  purchased this rv after his recent cancer diagnosis for us to travel and see the country. We jave an rv that we cannot use because we dont feel it is safe. And the treatment we have received from them is cruel and nothing short of unlawful and unethical.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/10/2022

  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.

  We purchased a 2022 ************ Imagine 2500RL camper trailer in July of 2021, with the plan to stay in it in ******* for that winter. As part of the package Adventure RV installed a solar system that they assured us was capable of running everything except the air conditioner. This was important as my husband uses a B-Pap machine to sleep. We paid $47,377 total. The electrical system failed the second night and never worked properly. This is due to the solar system being improperly installed. We live in ******* and were traveling to *******. Over a period of time there were many initial steps working with repair services and Adventure RV to resolve the electrical issues caused by Adventure RVs improperly installing the solar system. Adventure RV picked up the unit in ********. We demanded our money back but they assured me everything was working. We made arrangements to travel back to ******** to pick it up. While they were showing us how it was working, the system again failed. We left the ************ at Adventure RV and it has been in their possession for the majority of the past 16 months. The bottom line is, and Adventure RV agrees, that the Solar System was improperly installed by Adventure RV and that issue has caused other electrical issues with the ************ camper trailer. This compromised the entire electrical system and is a safety concern. Adventure RV did not deliver a working product and were not able to get it working properly in a timely manner even though they have had our money since July of 2021. Since it has been in their possession we never transferred the title to us. We have demanded a full refund. Management has changed and they have stonewalled us for over a year. They say we must transfer the title to us which we refused to do. Attached are copies of the invoice and some of the correspondence. Please advise.

  Business Response

  Date: 11/21/2022

  Adventure RV apologizes for the issues the customer experienced with the Solar units.  The dealership did fix the problem and notified the customer.  The dealership has been storing the unit for several months waiting for the customer to come in to do a walk through. The dealership is unable to refund the customer but would be happy to consign it as discussed previously.
  

• Initial Complaint

  Date:10/27/2022

  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.

  I dopped my motor home with ************ for service initially on 11/18/2021. After over 7 months, I was told that most of the repairs could not be completed due to supply chain issues. I took the motor home for a trip during the summer (between June 21 and July 18) and dropped it back on July 23. During the trip, we found out that many of the repairs were not done or not done well (outside step fell apart immediately, share and front windshield, air conditioners and many other issues). Up until that point, I have already been charged close to $15,000! I was asked to put another $7000 to complete the repairs in July which I did. I have not heard back from them since then. I tried to call the person who assisted me (********) and email her numerous times over the past 3 weeks to no avail! I topped by the shop on 10/08 and spoke to a new manager (******) who promised to follow up and update me but never heard back. I called multiple times during the past 2 weeks (most recently on Saturday 10/15) and left many messages and never heard back.

  Business Response

  Date: 10/29/2022

  The General Manager has been in contact with the customer and they have agreed to daily updates on service progress.  The customer should expect to have his unit back in time for his upcoming trip on November 18th.

• Initial Complaint

  Date:10/19/2022

  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.

  I purchased a Twlight ************, several workmans ship defects and broken items were noticed. Technician stated he would order the parts. That day we purchased the ** we noticed more items that's needed attention,I then proceeded to take pictures and contact the sales person and service department. They stated to bring it in for they cannot file a warranty claim. Now here we are close to a month later and no parts have been replaced,including the initial ones that apparently had been ordered. I also had already made reservations to go camping at the end of the month but apparently I will not be going since I would have to take it back on thier time which it interferes with my work schedule and it is 3 1/2 hrs away from my home. Also to mention service department does not give updates. I placed a call to the manufacturer and they stated that the ** dealership was the one lacking to send information back that they needed. A customer should not have to go thru this after purchasing a brand new **. Why sell an ** with broken items or band workmanship.

  Business Response

  Date: 10/31/2022

  ********************** picked his unit up Friday 10/28.  The customer was happy with the work that was completed. Once the parts are in, the work will be completed at our Corpus store location which is much closer to him.   

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18247078
  
  I am rejecting this response because:
  I never said I was happy, you all said it was ready to go. When I went to pick up unit that's when I was surprised that parts were not ordered. Those parts were supposed to be ordered since day one when I purchased the *** The roof that was supposedly fixed is not fixed, still flapping along the road. It was not just the parts that are missing, the flush for the black tank was not fixed. Still have some lose screws that were supposedly fixed.I have called to the store but no answer or no call back after multiple voicemails left. 

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

  Business Response

  Date: 11/02/2022

  ************* apologizes for any inconvenience and will continue to work through the list of issues to assist the customer with resolution.
  

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18247078
  
  I am rejecting this response because:  Been back and forth ever since day one when I purchased the unit. Still can't get my unit repaired. It is a new unit and had alot of defects. Warranty claims back and forth. What a nightmare it has been.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/03/2023

  The General Manager has reached out to the customer and will work directly with the customer on resolution of remaining open issues.

  Customer Answer

  Date: 03/13/2023

   
  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 at this time. Hopefully everything goes well after all these months back and forth. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/14/2022

  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.

  We purchased our 2017 Forest River Berkshire Feb 6 2022 at which time the unit had a few issues minor but tolerable. They promised to fix our entry door in which they did put new fabric on but said they had to order door trim as it was broke also the trim piece by refrigerator was broke so they were going to order a new piece for that as well as the bathroom shade, and the switcher for the main TV. We came home in March with nothing we have reached out several times to ****************** to get the parts we want our motorhome to be in good shape. I have called for the last month or so trying to get them to get parts as of, yet they always say it's ordered we have been patient as we started this in Feb here, we are into September and nothing.

  Business Response

  Date: 09/20/2022

  RV Retailer apologizes for any delays. On Friday Sept. 16 all parts but one were shipped directly to the customer from the dealership. As soon as the last part is received it too will be shipped immediately to the customer.

  Customer Answer

  Date: 09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost complete

  there are 2 parts to be shipped yet a window blind and trim for around refrigerator.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/10/2022

  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.

  Mar 2021 bought an open range 5th wheel from one of the dealerships owned by RV Retailer. The very first day we took it camping it was leaking water in from the roof. That lead to a delaminating side. Then the left side and the front cap started cracking. We are on our 3rd outside refrigerator, because the bracket was not installed properly allowing the refrigerator to move during transport and dent the doors. Both awnings have had to be replaced. There has been multiple electrical shorts. The wood under the front fireplace has been replaced due to moisture. The oven had to be replaced because it wouldnt stay lit. The main door frame pulled away from the wall. Currently we have more cracks in the front cap after being fixed, the right side now has stress cracks where the body turns to go to the 5th wheel portion, broken water valve, cant use the water on the refrigerator because a piece of the water line was broken by the manufacturer or the dealership during other repairs being made and water will go everywhere.The manager at the dealership we bought it from said that corporate (RV Retailer) is going to give you several thousand more dollars than what your unit is worth to trade it in. I shouldnt be having to trade it in. This unit should have been replaced on day 1 when i notified the dealership that water was leaking in.During our first year + of owning this camper the dealership or the manufacturer have had it longer than we have while we continued to make payments on it!! Our camper wasnt in our possession for over 5 months and we had to continue to make payments!!I have all kinds of documents to back this up. Everyone be careful where you shop!! Be careful of covid campers

  Business Response

  Date: 09/14/2022

  RV Retailer apologizes for the issues the customer has experienced. The management leaders from the selling dealership are working directly with the manufacturer to resolve this matter and will contact the customer directly with the resolution plan.

  Customer Answer

  Date: 09/14/2022

   
  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.

  RV Retailer and ************** are stepping up and pushing the *** manufacturer to stand behind their product.  Greatly appreciated!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2022

  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.

  PURCHASE: New Sonic Venture Travel Trailer, purchase date 6/4/22, total purchase price $37,000 SERVICE ISSUES: 5 repair issues on the first camping trip, 2 larger (water line issues/refrigerator not working) 3 smaller repairs (electrical cap was pulled off at dealership, wire exposed under slide out, missing closure to outside hatch). ****** was returned after first camping trip and kept 7 weeks with only one repair being resolved when we chose to pick the camper up from the dealership. Main issue: Water line under the bathroom sink had a leak along with a leak under the sink. We were able to fix this issue with a $20 Amazon purchase of a new water line and tightening a bolt under the sink handle. CUSTOMER SERVICE: Multiple calls, weekly, left for the service department and person in charge of our service ticket. Terrible communication, no return calls, no updates. CANCELLATION OF GAP AND EXTRA WARRANTIES: Requested to have GAP insurance and all three extra warranties cancelled and get reimbursement. At the time of purchase we were told these could be cancelled at anytime. Justification for this request: 1. After getting insurance, GAP insurance was never needed. 2. RV Complete (warranty company) was called when we had the initial issues and they were of NO assistance and couldn't work on/replace/or assist since the camper was under it's warranty. 3. The customer service received was some of the worst, and this was told to the dealership. We wouldn't be bringing the camper back for service and therefore would not need their extended warranties. The total change for these services were $5,557.00, this included GAP Insurance, extended RV ***************** tire and wheel protection and roadside assistance. COMMUNICATIONS: Along with multiple phone calls, messages left and not returned, two emails have been sent to the dealerships manager requesting a refund, with specific details of why.

  Business Response

  Date: 09/02/2022

  RV Retailer, LLC is a corporate entity for a network of RV dealerships and does not transact RV sales or service.  We have forwarded this concern to the General Manager of the dealership that provided the service to work with the customer on a resolution.

• Initial Complaint

  Date:08/08/2022

  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 8/6/2022 I picked up my 2019 Forest River ********* E-Pro travel trailer. On Sunday 8/7/2022 while loading my gear into it a came across this massive water damage spot which was located in the storage area. They are closed on Sundays so I texted my sales person **** Gout and left a message for the underwriter ***********************. During the texting between **** and I, I sent him a video showing the damage in which he stated it wasn't that bad. I replied to him that it is bad since I will be paying for this for the next 10 years. Monday 8/8/2022 I didn't receive a return call from anyone. When I called them the underwriter said she had to talk to the ** but never returned my call. Everyone I talked to said I needed to talk to someone else. When I finally talked to the *******************, he wanted me to bring it in. He made it clear that they weren't responsible for it and it's possible it won't get fix due to it not being an appliance or working part. He said that they don't check for things like that and I looked it over and should have caught it if I had a concern. So tell me an RV Dealer doesn't check to see it the floor feels like it is about to cave in due to water damage??? Now I'm at their mercy I have a 10 year loan to pay for something that I will probably never be able to sell due to the water damage. I will be contacting the finance company and possibility have to look into legal action unless I can be treated fairly

  Business Response

  Date: 08/09/2022

  RV Retailer, LLC is a corporate entity for a network of RV dealerships and does not transact RV sales or service.  We have forwarded this concern to the General Manager of the dealership that provided the service to work with the customer on a resolution.