Complaints

This profile includes complaints for Optimum RV's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Optimum RV

  7400 S US Highway 441 Ocala, FL 34480-8010

  
• 

  Optimum RV Zephyrhills

  3334 Paul S Buchman Hwy Zephyrhills, FL 33540-6548

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  Optimum RV

  2764 US Highway 1 Mims, FL 32754-4112

  
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  Optimum RV

  1809 W High St Pottstown, PA 19464-3713

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  Optimum RV

  2540 W C 48 Bushnell, FL 33513-8386

  

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:05/08/2023

  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.

  I purchased a lemon of a toy hauler. Since the date of purchase, I’ve had nothing but issues I had to fight just to get them to get my unit to do minimal repairs the first occurrence. When I brought the unit in that time, it was because my bathroom shower was leaking. The door was broken and wallpaper issues. They only ever fixed the leak under the shower. I still have wallpaper issues and a broken door that has supposedly been on back order for three months from Forest river but no updates. On Easter Sunday of 2023 I noticed that once again my toy hauler was flooding from under the kitchen sink Monday I called numerous times and eventually Thursday I had to go in and speak with a representative who told me to email him pictures after email him pictures. I never heard a response back. About a week to two weeks after that, a representative reached out to me and said they have taken over the claim said she would email me so I can email her the pictures I never received an email. I’m supposed to go on a camping trip for Mother’s Day weekend which is in less than a week. My camper has not been fixed this time I have a broken door wallpaper that is not attached and it floods under the sink every time you use the kitchen sink the general manager is very hard to get on the phone and when you do get him on the phone, he transfers you to a manager in the service department that does not care about fixing your problems. I’ve had issues since the date of purchase and all I’m asking is for my unit to be repaired 100% the way it should’ve been sold. Of the more we need to come pick up my unit and get my sink fixed before Mother’s Day weekend and get me on the schedule to get my wallpaper in my bedroom door replaced.

  

  Business Response

  Date: 05/16/2023

  Mr. ***** 

  Thank you for reaching out to us. We understand that you are working directly with our service manager at our Ocala location, and he has requested that you bring your unit in for a full inspection on Saturday May 20, 2023. Once we have the opportunity to inspect and diagnose your RV, we will have a better understanding of what needs to be done to repair your unit. With the proper diagnosis we will also be able to give you a timeframe of when we will have your RVs repairs completed. We hope to have this matter resolved very quickly. Our management team will continue to work with you until this matter is completely resolved.

  We greatly appreciate your patience while we work through this. 

  Sincerely, 

  Optimum RV Management 

• Initial Complaint

  Date:04/12/2023

  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 October of 2022, I purchased an RV from Optimum RV in Ocala, Florida for an estimate of $74,000, and put $15,000 down the following day of purchase. Since my son’s truck did not have the proper hitch to haul the travel trailer, I paid the $200 to have it delivered. Upon delivery, the delivery driver told me that the awning had been torn by accident by them at the facility and I asked them why they delivered my travel trailer with a town awning. He informed me that the there just was no room to keep our trailer in their lot and they would pick it up when the new awning arrived (it had been ordered by them). I called regularly the following weeks, almost every other day, to check when they would pick it up. I kept getting the run around, then finally around November (Thanksgiving time), they picked it up. Optimum RV told me that it wouldn’t take more than 2 weeks, that was not the case. I kept calling the facility to ask when they would deliver the trailer, after the two week window had past, they would tell me things like in two days, tomorrow, next week. Finally, mid-January, they delivered it, but upon delivery, I noticed one of the windows was busted! I informed the delivery driver and he told me he would have someone come out to replace it. I called a couple of days after it was delivered to see when they would come out, they informed me they had to replace it at optimum. They picked it up, and said it would take a couple of days. Mind you, will all this was going on, my son has been making payments to the bank. After those “couple of days,” I called to see when they would deliver it, they started doing the same thing to me. They kept giving me the run around, telling me bogus delivery dates. If I didn’t call them, they wouldn’t get back to me. I finally have decided to tell them to keep their trailer and give me my money back, but they do not want to work out a deal. I do not want to involve the law but I might have to. Optimum RV has been just terrible!

  

  Business Response

  Date: 04/20/2023

  Mr. ******,
  Thank you for working with our management team here at
  Optimum RV. We truly understand how frustrating it is when incidents happen
  unexpectedly. Both concerns that were brought to our service departments attention
  were addressed in a timely manner considering the delays with parts and our
  schedule being booked for months out. The concerns with the awning would not
  have prevented your son and his family from living in the unit while we waited
  for parts. Parts delays are due to the overwhelming demand for them in this
  industry and we have no control over this. We take the concerns of our
  customers very seriously and your concerns were handled as a priority, despite
  our schedule being booked out for months. Once we received your parts, we did
  pick the RV up at no cost to you and we got it in for service as soon as we
  could. After we completed the repairs on the awning, during transit the window
  busted. The transporter was not in an accident, and we could not find any
  evidence to support flying debris as the cause, this is not something that
  happens very often, but it has been known to happen. Again, a very frustrating
  situation for you and your family and we acknowledge that. The window replacement
  did have to be completed onsite as we have a 3rd party company that
  completes all our window repairs but like with the awning, we had to wait for
  the necessary parts to have the window replaced. Although, this was an incident
  that happened outside of anyone’s control, out of good faith we did offer
  compensation to your son upon your request. This is not something that we
  typically do but we did try to accommodate your request as much as we could.  You refused the compensation and stated that
  our efforts were not good enough as you were asking us to pay your sons rent
  for the past 6 months, more than $7000.00. That is an unreasonable demand
  considering the awning did not prevent him from living in the RV. We do
  understand that he wanted the RV in the condition that he bought it in which is
  why we made him a priority. Even with a damaged awning the RV could have been
  used for its intended purpose. Mr. ******, we sympathize with you, as we know
  how frustrating this has been and that is why we went above and beyond for you
  and your family during this entire process.  Your sons RV has been ready for pick up for since
  the beginning of March. When our service advisor called to make you aware you
  refused the unit. You told several members of our management team weeks later
  that you needed to speak with your son to see what he intended to do, you did
  not call anyone back despite him wanting to keep the RV. Instead, you sent a
  Better Business Bureau complaint without getting back in contact with us and
  giving us the opportunity to present you with the same resolution that was
  presented to you last week and was accepted by you. The RV has been completely
  repaired, we have agreed to transport it at no cost to you and we have
  attempted to negotiate your demands. The only thing that we have not agreed to
  is paying the $7200 in rental payments that your son paid, which is
  unreasonable because he could have lived in the RV prior to the window blowing
  out in transit.  Last week we agreed to
  pay for the delivery to an address that you provided us, and we are working on
  that now. Our management team will be in contact with you as soon as we have a
  date available for delivery of the RV. Again, we appreciate your business, and
  we are always here to help in any way that we can.
  Sincerely,
  Optimum RV Management 

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response from Optimum RV was not accurate. While I appreciate them responding and saying that the business had to wait parts to arrive, none of that information was relayed to us prior to them taking in the RV into their workshop. Initially, the awning was only supposed to take a couple of weeks and they gave us an estimated date on when we should be expecting it. When that date had past, I called many times to check on the status of the travel trailer. In the response, it was stated that the broken awning did not prevent my son and his family to live in it, however, how did they expect them to settle into the rv and then send it in with all their stuff already set up for living or find other living rangement while it was in repair.The awning and the other repairs took a very long time and they were caused by the mishandling of the institution upon delivery and at their facility; I am not sure why it was stated that the repairs were done out of courtesy or as complementary, when I purchased that travel trailer in good condition and not tore up. My son has been paying the monthly payments on this travel trailer since October and they have yet to even use it. The window busting was also not our doing, it was done on the way of delivery the second time; while the driver of the delivery trailer might not have been in an accident, something happened to that window before arriving and I was told by the driver that it would be repaired at my son's address, but then the facility told us otherwise and they took the trailer, stating that the window was ordered and the travel trailer would be picked up when the window had arrived. So, if the window had arrived and they could not fit it in to repair the window, why pick up the travel trailer and just have it in storage until it could be "made priority"? Optimum RV never told us they were backed up, or that the window was not in yet, nothing was informed. I had been trying to resolve all of this with the facility, but I could get nowhere with anyone, until this complaint was filed. The person that responded to this complaint called me and talked to me but there was no real solution to this problem. Now, while my son said he was willing to take the trailer, we also would like to settle something else for the amount of money invested and wasted while the travel trailer has not been in our possession. As of right now, I still have not received a called with an expected date of delivery for the travel trailer once again. The previous response from Optimum RV was less than satisfactory; all that was stated by such party was "gaslighting" statements and we definitely were not made a "priority."
  

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

  

  Business Response

  Date: 05/04/2023

  Mr. ******,
  Thank you for following back up with us.  We are not disputing that certain aspects of
  the interaction could have been handled differently. We have shared the
  communication gaps with management, and this has been addressed with all staff
  involved.  However, the facts that we shared
  in the original response are accurate. We have several customers that we
  service that reside in their RV full-time. Your son living in the unit while we
  waited for parts, was very much so doable. We would have worked with him on
  getting the awning repaired with as little inconvenience to him as possible.
  The RV sat on our lot for several weeks while we waited for parts. That was at
  your request because you did not want to take possession until the repairs to
  the awning were completed. We understand that you expected to receive the RV in
  the condition that you bought it in and sincerely apologize for the damages to
  the awning. Your son’s repairs were made a priority to us. We do see your point
  of view and understand why you would not feel that they were but again the
  delays experienced were due to parts and we have no control over that. Mr.
  ****** during most of the process you had contact information for several
  managers. You did not send the complaint to the Better Business Bureau due to
  lack of communication or assistance from us. You sent the Better Business
  Bureau complaint once your son decided that he wanted to keep the RV, as you
  were against him taking possession. At that time your demands changed from
  refusing to take possession, to demanding a large sum of money, in which we
  explained that we could not honor. We have offered compensation to your son,
  and it was rejected by you. Again, we know that this has been very frustrating
  for your family but to say that we have not been responsive, or we have not
  made any effort to assist you until you sent the Better Business Bureau
  complaint, is an unfair statement. You made it very clear in your last phone
  conversation with us that you would not be satisfied unless we reimbursed your
  son for 6 months of rental payments. The RV was delivered and set up on Friday
  April 28th. At the time of delivery your son was very satisfied with
  the RV and had no further concerns. If you have any additional questions or concerns,
  please reach out to us and we will be happy to assist you.
  Thank you,
  Optimum RV Management 

• Initial Complaint

  Date:03/06/2023

  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 2022 Venture Stratus travel trailer in November of 2022. When we arrived to pickup the trailer we noticed it was missing one of the stock wheels and the spare was mounted in its place. This is something I noticed, not them. With the spare mounted on the trailer there was no additional spare tire in case of a blowout or flat tire. I did not feel comfortable driving home without a spare tire but did not want to make the two hour journey back to the dealership at a later time. At first Optimum tried to deflect the issue saying that some travel trailers don't come with a spare tire or a variety of other excuses. After some extensive back and forth they admitted that they knew the wheel was missing and it was set to be mailed to my house. As I said I did not want to drive another two hours at a later date so I decided to take the trailer as is. Over the next 3 months I made several calls to Optimum to check on the status of my missing wheel, each time assured it was on its way. At one point I was given the tracking number, I believe in an effort to get me to stop calling. By the tracking number the item arrived at Ocala Optimum RV on January 24. About two weeks later I still hadn't received it so I called them again only to find out they still had it in their warehouse and would ship it out as soon as possible. No explanation for the delay or why it sat on their property for two weeks. Finally on March 1st the package arrived at my house. Just to be clear I was told they were sending me a whole wheel and tire as that is what I was missing. The package that arrived on March 1st was the wheel rim only. I again called Optimum. As of this message I am still waiting to hear back from them as I was only able to leave a message when I called. So to summarize; 3 months to get an incomplete package, no excuse as to why the trailer was missing a wheel in the first place and a general indifferent attitude from employees.

  

  Business Response

  Date: 03/14/2023

  Mr. *********
  Thank you for your feedback. We would like to apologize for
  the delay with getting you the spare rim and tire. We know that this has been
  very frustrating for you and unacceptable on our part. On March 8, 2023, the
  tire for the rim that you already received was sent UPS to you. Our customer
  service manager followed up with you on Monday March 13th but did
  not hear back from you. On Tuesday March 14th she followed up again and you
  verified that you received the correct tire free of any damage. Our service
  manager requested a $100 check be mailed to you; this will cover the
  installation of the tire since you are over 2 hours away from our dealership. You will have that check within the next 7-10 business days. Again,
  we sincerely apologize for this inconvenience and greatly appreciate the
  opportunity that you gave us to make it right.
  Sincerely,
  Optimum RV Management
  

• Initial Complaint

  Date:03/02/2023

  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.

  April 2022 I purchased a TT Since then I have had a couple of small issues and 1 large one with the fridge. It took 5 tries to the fridge. (3 times they replaced the exact same part according to them)I have been with at least 3 different service advisors. Each time it has been in for service the estimated time has ran longer than told. I have given extra time past when date stated before I called to check in on the unit. 1 time I called and the advisor actually told me they forgot the unit was there for 2 weeks and never even looked at it. Frustrated I went in and talked to the general manager. He assured me he would get with the service manager and set up a call between the 3 of us to get the unit fixed and back to me. The service manager called but the GM was not on the call. The service manager apologized for the advisor and about forgetting about my unit. They eventually wound up replacing the fridge. Of course I had to call to find out if it was in No problem I waited for the fridge it finally arrived 2 days before we went on vacation. They replaced it one day and I picked it up the next. When we got to the park we noticed that a tech decided to use our toilet. UNACCEPTABLE. I noticed the counter top in the bathroom was cracked and coming loose. So I decided to check the kitchen which is also not glued down in some areas now. I called the service department to get a time for them to look at it and was told they could look at it but that type of diagnosis is only done on Tuesday and Thursday. I stated that I could not make it by 10am. I asked could I drop it off Monday at 4pm the day before. I have done that each of the previous 5 times I have had to bring it in. I stated that I believe it would be covered under warranty and that I would like to make sure it was in before the warranty expired. Anna told me there was nothing she could do. I was contacted by a director of customer experience and she told me she would contact me in 2 days. That was 7 days ago.

  

  Business Response

  Date: 03/08/2023

  Mr. *********,
  Thank you for your feedback. Our service department
  understood that your warranty was about to expire and scheduled you for a same
  day priority appointment so that we could get everything processed and approved before the warranty expired. You would have been in and out within an hour. Unfortunately, you cancelled that appointment. We are
  currently booked out through the middle of April but made sure to get you on
  the schedule to prevent any delays in getting the warranty claim processed.  We understand that our customers have other
  obligations outside of RV service appointments and try our best to find an
  appointment that works with their schedule. We have recently
  revised some of our policies and one of them is allowing customers to drop
  their unit off prior to the appointment. Our lot cannot hold our inventory and
  the units that are already in service safely. Our employees are not allowed to use
  our customers bathrooms for any reason. This information was shared with our
  Director of Service and has been addressed with everyone involved. Mr. ********* if you would like to
  move forward with the priority appointment that we have already discussed with
  you, please give us a call as soon as possible. We have made several attempts to reach you and have not heard back from you. You have our office number and our customer service manager's direct phone number. 

  We appreciate your time and business. We look forward to hearing back from you and moving forward with your warranty claim before your warranty expires. 

  
  Sincerely,
  Optimum RV Management 

• Initial Complaint

  Date:02/22/2023

  Type:Billing 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.

  Bought the camper Brand new. First rain water was leaking in and ruined some spots. Went to use the camper the door would not latch. The heater did not work. The camper had damages when we picked it up and we were told it would get repaired. Waited three months for the part it was the wrong color. We took the camper back for the warranty work in November. We were told 2 weeks. It is now mid February. We paid about $24,000 for the camper added $2000 in upgrades They offered $7,000 to buy it back. We literally have only used it twice with all the problems and now they want me to take a $20,000 dollar loss. $5,000 of that loss time it’s been sitting on their lot not getting worked on. They told me the warranty department had not okayed the work after 2 months. I called the manufacturer and they were upset that I was lied to. I called back to Optimum and got some run around stories and techs not writing it up correctly. They still can’t tell me how long or if it’s been approved. This has been the worst experience in my life with getting customer service. I just want what they said I was getting a NEW camper with a WARRANTY. Also when we decided on the camper it had a radio. The unit that we waited for them to build us had no radio when we got it. We ask to talk to the salesperson that we did the paperwork with they were no longer there. Yet again just the worst experience ever with the service. Like they don’t care if I get my camper back or I don’t. I’m sure they don’t care that they have ruined what should have been happy times in our lives

  

  Business Response

  Date: 03/03/2023

  Mr. **********,
  Your feedback is important
  to us, and we appreciate the time that you took to reach out to us.
  We sincerely apologize for
  the delays. We know firsthand how frustrating they are. Outside of industry
  delays in reference to parts there is also a delay when processing warranty
  claims as we have to wait on approvals from the manufacturer.  Both factors are outside of our control and
  have a huge bearing on our customers and staff. Our service manager is
  overseeing your concerns and is working on a final resolution to get your unit
  repaired and back to you as quickly as possible. We will continue to work with
  you until you have your unit back and all your repairs have been addressed.
  We greatly appreciate your
  time and patience, and we will be back in touch soon.
  Sincerely,
  Optimum RV Management 

• Initial Complaint

  Date:02/22/2023

  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.

  I bought an RV from Optimum RV in Ocala Florida. They sold me a 2018 Thor motor coach ACE 29.4. on 2/21/2023 It was supposed to have gone through their shop and been in camp ready condition as we were told by our sales person Addison. I have pictures and receipts I am more than happy to send to you. It leaked so bad when it rained from the tip out it took my husband and I 3 hours to clean up the mess. We bought a warranty thank God! I have called the business several time spoke with my sales person and the shop itself. I was told by their shop supervisor they would send my husband and I a $200 check to offset the cost we have incurred. We have not received anything from them. In addition the shop we took it to Lenards RV in Canton NC is trying to get our warranty to cover some of the cost as the tip out has two holes in it and the tip out awning has holes in it! The shop cannot because the warranty place has not received the paperwork from Optimum RV. Please help us to get something going so we can get our RV fixed! We bought the RV 1/21. The rain was on 1/25 and we went to ********s RV on or about the 26. Thank you

  

  Business Response

  Date: 03/03/2023

  Mrs. ***** *****, 
  Thank you for reaching out to us. We have investigated your concerns and have some information for you. We reached out to the warranty company and they confirmed that your warranty is active and ready for use. The check that was promised to you will be mailed out next week. In reference to the unit leaking, we are happy to work with you on this. However, we did maintenance on the roof before you took possession, and the unit was free from any leaks at the time of our final inspection. Considering you drove the unit from Ocala, Florida back to Lexington, NC and the unit is already 5 years old anything could have happened during transit. We understand that this is frustrating for you and are here to support you through the process of getting the leaks fixed. Our management team will work closely with you until we have a solid resolution. 
  We greatly appreciate your business. 
  Sincerely, 
  Optimum RV Management 
  
  

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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 have many complaints about this business. The customer service after the sale is very poor. I have called them many times in the last 2 weeks and can not talk to anyone in finance about cancelling my extended warranty also left many messages for a manager to call me with no response. The warranty they sale is not user friendly and failed to cover issues that were suppose to be covered! I think it is a rip off! They say on the message to cancel send an email to them which I have done but have gotten no reply, it says it could take up to 12 weeks to process!

  

  Business Response

  Date: 03/03/2023

  Mr. ********,
  Thank you for working with our management team in reference
  to your concerns. We are pleased to know that our efforts to get your matter
  resolved were satisfactory.  If you have
  any additional questions or concerns, please contact our customer service manager.
  We greatly appreciate your feedback and business.
  
  Sincerely, 

  Customer Answer

  Date: 03/09/2023

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

• Initial Complaint

  Date:02/14/2023

  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.

  12/27/22 - purchased RV
  12/31/22 - Received RV
  Within a week of getting the RV and raining in the location it was delivered to, my skylights started leaking. Noticed that the front skylight had been removed and reinstalled improperly. Called the warranty folks to get their help only to find out this is not covered. I was charged $16,600 for extra services that do not cover skylights. This came as a shock. Proceeded to contact the Finance department to have this all cancelled and no answer so I called, spoke to a lady and she said I had to sign the form to get it cancelled I've yet to receive this form. I told them about my address and ALL of them refused to listen and still have not received my registration for the RV.
  Both skylights in the living area and bathroom are leaking and now I have to pay for the repair.
  I'd like Optimum RV to pay for the repair at a facility of my choice and if this has caused damage to my roof to pay for that repair as well for selling a defective product to a consumer as is should still apply with a week of having the RV. Isn't this part of the Lemon Law?
  
  This place should not be in business and yes I have left my review.

  

  Business Response

  Date: 02/28/2023

  Ms. ********
  Thank you for reaching out to us.
  We are sorry to hear that your sky lights are leaking. You
  did purchase a warranty plan, but those plans cover mechanical items, such as
  the hot water heater, stove, and refrigerator just to name a few. We strongly
  recommend a warranty when purchasing an RV because replacing any of the
  mechanical items is very expensive. Our management team has provided you with
  the email to request cancellation of the warranty. Before you took possession
  of the RV, we did fully inspect the unit. At that time, we had no knowledge of
  any leaks or issues with the skylights. Had we found any leaks we would have
  fixed them before the completion of the sale.  RV’s require routine maintenance to prevent
  leaks, and even that will not fully ensure that your unit will not leak. We
  understand that this is frustrating however, we are not responsible for leaks
  or issues with the RV once it passes our final inspection. The unit that you
  purchased is 6 years old, you will have issues come up. We are always open to
  assisting our customers and will continue to work with you on a reasonable
  resolution.
  We greatly appreciate your business.
  Sincerely,
  Optimum RV Management
  

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business has stated that once I get a quote to get the skylight fixed they will fix it. The response seems very interesting that they state the warranty that will not do anything and then stating they inspected it and found no leak, yet there was evidence that the skylight was recently caulked and if they would have sprayed water for any amount of time would have noticed that it leaked onto the floor in the entryway. Bottom line, I am traveling and I'm in California trying to find someone to fix the skylight and send the bill to Optimum RV. I sent emails to cancel my warranty and not even the warranty for the first rv that I purchased from them was cancelled upon trade-in. I had to sign another form for that. Why was it not cancelled upon receipt of trade-in? I've done everything they've asked including sending my drivers license picture to several of the team members, sending the email to cancel and then being told to do it yet again and again. I'm sending the email again today. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/14/2023

  Ms. ********
  We are more than happy to assist you with the repairs once
  you submit the quote, as we stated before. We need to know what is causing the skylights
  to leak and the cost associated with the repairs. In our previous response we
  responded to everything that you mentioned originally. Your unit was free from any
  water leaks before you took possession. RV’s
  require routine maintenance and service to prevent leaks and issues from happening.
   We are not insinuating that your unit is
  not leaking, just sharing the facts regarding our inspection, the warranty coverage
  and what we noticed prior to the unit leaving our lot. The warranty
  cancellation was delayed with the warranty company. They ask that we give them
  at least 30 days to finalize a cancellation.  Again, we are here to help you and as soon as
  we receive the quote, we will move forward with the best resolution to resolve
  the issue regarding the skylights leaking.
  
  Sincerely,
  Optimum RV Management 

• Initial Complaint

  Date:02/06/2023

  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 Gulf Stream Kingsport 199DD 8/29/22 we have had nothing but problems with it. Molding trim fell off, which I fixed. Steps were mounted wrong, I fixed them, outside marker light covers falling off, I silicone them back on. Tv antenna didn’t work, roof leaked, two power receptacles stop working, took it in to dealership on 11/26/22 promised back 1/13/23 but wasn’t ready. Didn’t receive it back until 1/17/23. Took RV home open the door to mud that had been tracked in. Dealership left their power cable and a jacket inside. Power still did not work. They resealed the leak on roof and fixed TV antenna. I called dealership talked to Anthony, he apologize said they would clean RV inside and out, would fix power issues and give me a $50 gift card for gas.
  I returned RV today 2/4/23 they had me wait while technician checked power, said they found no problem and was going to charge me $91.00 for service charge. I made them go out RV and showed them the issue with GFI outlet, technician obviously wasn’t familiar with electrical work. I ask about RV having mud inside technician said he swept it out. ( mud stains want come out by sweeping it out)
  So I left RV with them to fix electrical problems. My complaint is simple, they don’t seem to be very knowledgeable in fixing electrical issues, they tracked mud inside and don’t seem to be willing to clean it. Not to mention a list of issues that I fixed myself to avoid dealing with them.

  

  Business Response

  Date: 02/14/2023

  Mr. ********
  Thank you for reaching out to us.
  After multiple attempts from several of our certified
  technicians we were unable to find any issues with the electrical sources on
  your unit. We attempted several usage strategies to get the unit to duplicate
  the issues that you are experiencing. We understand that you have worked with
  an electrician but in our experience, we find that even the most knowledgeable
  electricians do not diagnose RV electrical problems correctly. In most
  situations with RV’s what seems to be an electrical problem is just the design of
  the unit. We are not disputing that you are having issues with your unit, and we
  are more than happy to resolve them for you, we just need to be able to see
  what the issue is and what is causing it. When you pick the unit up on Monday
  February 13th, we will have it connected to a power source and
  demonstrate what we did and show you the results we are getting. Again, we
  understand how frustrating this has been for you and appreciate your patience
  while we worked through all the techniques to get the unit to duplicate the
  issues. Our service advisors have spoken with you in more detail regarding
  your unit, how it should work and the requirements to prevent issues with the
  power when using the RV. Although, we were unable to diagnose a problem currently
  we are here in the event the problem continues to happen.
  We greatly appreciate your business!
  Sincerely,
  Optimum RV Management 

  

  Business Response

  Date: 02/28/2023

  Mr. *******,
  Our service department as well as our management team have
  taken your matter very seriously. We understand that this has been frustrating
  for you and we sincerely apologize for the delays that took place earlier on.
  We are waiting for a new door to arrive. As soon as we get it in and installed,
  we will contact you to schedule a convenient pick-up time. If you need your RV
  in the meantime, you can pick it up. We greatly appreciate your feedback. We
  are dedicated to serving our customers with superior customer service and we
  are committed to improving in any area that prevents us from living up to that
  standard. Again, we sincerely apologize for the inconvenience and not exceeding
  your expectations regarding our service.
  We value your business, your time, and the opportunity to
  address your concerns.
  Sincerely,
  Optimum RV Management 

  Customer Answer

  Date: 03/09/2023

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

• Initial Complaint

  Date:02/06/2023

  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.

  I was purchasing an RV for my brother-in-law. We located one on the website and put in an offer. The offer was accepted by Optimum RV. We sent in a check along with the signed contract. Two weeks went by and we hadn't heard from them, our calls and emails were not returned. When we finally got a hold of someone they said the trailer was sent to auction. We have a signed contract and NO ONE called us to tell us this. They had our check for TWO WEEKS!

  

  Business Response

  Date: 02/17/2023

  Ms. ************
  Thank you for reaching out to us.
  Our management team investigated your claims and found that
  the unit was considered to be unsafe for sale after the final inspection. Prior
  to contacting you we searched for a comparable unit through our entire
  inventory but was unable to find another unit that would keep you at your
  preferred price point. At that time, we attempted to reach you by phone several
  times before connecting with you to share our findings and see how we could
  further assist you. During our final conversation with you, you asked that we
  discard the check and you would find another unit elsewhere. We shredded the
  check. We do apologize for this inconvenience. The safety of our customers is
  very important to us and cannot be ignored despite having a contract in place.
  Again, we apologize for the inconvenience and appreciate the
  opportunity to work with you.
  Sincerely,
  Optimum RV Management