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

  2540 W C 48 Bushnell, FL 33513-8386

  
• 

  Optimum RV

  3555 E Apple Ave Muskegon, MI 49442

• 

  Optimum RV

  9600 Asheville Hwy Inman, SC 29349

• 

  Optimum RV Corpus Christi

  4460 US Highway 77 Robstown, TX 78380

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:02/03/2023

  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.

  We bought a ********* Touque Toyhauler 2022 on Feb. 4th, 2022. When we went to pick it up some of the electrical outlets were not h***ed up. They fixed them before we left the dealer. The one blind was broken in the toy hauler , we didn't get the replacement until Dec. 2022 they had it since Sept. 26, 2022 and never called us, the real problem the fridge stoped working Aug. 17th, 2022, and we were in PA for the summer and we had someone l*** at it and it could not be fixed. we left PA in Sept. and went to the dealer on Sept. 12th 2022. We were dealing with Brandi C*** at Optimum RV. She would not call us back. It is that way with most of the workers. Plus the middle Air conditioner
  stopped working. We called and they were to l*** at it when the fridge came. Hello we are now living in Florida and we need the Air conditione. We called ********* and ******* and we got the run around. I call and sent emails to Dan C*******, he works for Optimum. He said he would l*** into it. Now we live full time in our camper and we needed the fridge. We finally got the fridge on Jan. 19th, 2023. without the door panels. I think they had them, just forgot to bring them. We found out the they have them. Brandi C*** is to call us to set up the service. We called her and I emailed Dan C******* and NO one will return our calls. I just want the camper fixed! We lost about $300.00 in food and with the service call. They will not do anything about it.

  

  Business Response

  Date: 02/14/2023

  Dear Mr. and Mrs. *******,
  Thank you for your contacting us and the opportunity to
  assist you with your concerns.
   As of February 6,
  2022, the refrigerator was completely repaired. Our management team is aware of
  the situation, has a full list of the repairs outstanding and will continue to
  oversee the process until all repairs are completed. We are hoping to have all
  approvals and parts to complete the repairs by the end of February. If
  something changes, we will update you at that time.
  If you have any questions or concerns, please contact
  Tiffany and she will assist you.
  We greatly appreciate your business!
  Sincerely,
  Optimum RV Management
  

  

  Business Response

  Date: 02/28/2023

  Mr. *******,
  Thank you for speaking with our management team regarding
  the food that was lost and the service call that you paid for. We are pleased
  to know that our efforts to make that right were to your standards.
  It has been a pleasure working with you and we look forward
  to assisting you with any of your future needs.
  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,
  
  
  
  **** And ****** *******

  They took care of all the problems with the 5th wheel. Thank you Tiffany!!!

  ******

• Initial Complaint

  Date:02/01/2023

  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.

  12-6-22
  Dispute:
  when contract was presented to us I questioned the tag, title,registration fee as it seemed extremely high. was told we would receive a refund from tag office in AL but Optimum only sent a check for 3048.37 we were charged 3714.37 a difference of 666.37. I believe this was a way to increase our loan amount as a way to inflate the loan.
  after many attempts calling and leaving message Optimum will not call me back.
  
  I Believe optimum is getting kick backs for writing loan with higher rates we have excellent credit but was told we did not qualify for a lower interest rate.
  I have in writing that Optimum would guarantee to match interest rate at 5.95 but was told due to our scores we did not qualify for the better interest rate.so contract was 6.99.
  
  WE signed a blank " required insurance verification". form and found a duplicate form filled out with insurance company & policy number we did NOT authorized this transaction.
  we called the insurance company progressive with policy# 94123813 from 12-9-22 to 12-9-23 and they said we did not have a policy with them.
  
  Optimum was trying to get us to sign an extended warranty and we told them on many occasions we did not wanted the warranty we want to see pmts amounts without the warranty. finally finance rep showed us the pmt amount but need a magnifier glass to see prices.
  
  we were extremely deceived about everything from the time we looked at the RV until today.
  
  IN writing Optimum has to make repairs before RV left the lot and we are still trying to get them to make the repairs they ordered part to make repairs and on RV and we are waiting on a call back as they are to send someone out to fix the issues we have been back in Alabama since 1-17-23 we can not get optimum to call us back.

  

  Business Response

  Date: 02/14/2023

  Mr. and Mrs. *******,
  Thank you for reaching out to us.
  Our tag, title and registration fees are an estimate on all
  deals. Once your loan is finalized with sales, your information is sent to our
  titles department. The sales department uses a system that automatically
  calculates the cos based on the state. This is not an attempt to increase the
  loan, if the amount was lesser than the total owed, we would cover the cost for
  our customers. We try to calculate each state as closely as we can. In your case
  the estimate was slightly higher, and the amount has been partially refunded to
  you by Optimum RV. The remaining amount that is owed to you is being held by
  the state of Alabama. We would strongly encourage you to call them and have the
  refund directed to you. By chance if the overpayment is sent to Optimum RV we
  will forward the refund to you. We recommend that all customers purchase an
  extended warranty. The cost up front seems costly but issues with one major
  appliance in your unit will be as much if not more than the total cost of the
  coverage. We are in the process of transferring your parts to our Zephyrhills location,
  so we are able to complete the outstanding repairs while you are in Florida at
  the end of February. Once the transfer process is complete a service advisor
  will be in touch to schedule your appointment, that should be no later than the
  middle of next week.
  We appreciate your business and look forward to working with
  you in the future.
  Sincerely,
  Optimum RV Management 

  Customer Answer

  Date: 02/22/2023

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

  As of today we still do not have a date and time as to when the repairs are going to get done.

  have not gotten a response back regarding who and why the proof of insurance form was filled out after it was signed.

  
  
  
  Sincerely,
  
  
  
  Linda *******

  

  Business Response

  Date: 02/27/2023

  Mrs. *******,
  You requested that we transfer your unit to our Zephyrhills
  location to complete the service request that you submitted. We have maintained
  communication with you regarding your unit and the parts being transferred to
  our Zephyrhills location throughout the entire process. There was a small hold
  up after you told one of our advisors that you were not taking your unit into
  our Zephyrhills location for repairs and at that time you were demanding a
  road-call that we could not promise. Our management team attempted to reach you
  several times to discuss the road-call with you and was unable to reach you. Our
  service manager was able to accommodate the request for the road-call. We have
  all your parts transferred and your service date scheduled for Tuesday February
  28, 2023.
  We are unable to find any additional information on the
  insurance form that you are questioning. As you stated a policy was not created
  for you nor were you charged any additional cost. We will continue to research
  this on our end. If we find a reason for the discrepancy, we will be happy to
  share that with you. It appears to be a clerical error and had no impact on you.
  If you have any questions or concerns, please let your
  advisor or our management team know.
  
  Thank you,
  Optimum RV Management 

• Initial Complaint

  Date:01/23/2023

  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.

  On November 10, 2022 I entered into an agreement to purchase a new 2022 RV from Optimum RV in Spartanburg, SC. We signed the papers and agreed upon the price of 30,000 total. I gave a deposit of 15,000 on credit card and mailed in a bank check for the remainder a few days later. We wanted and expected the new RV to be delivered to their Florida location by December 31, 2022 in new condition to take home. That has not happened and we had to make other arrangements since we did not have the promised new RV. Currently it is the end of January 2023 and we have tried to cancel the order but no managers are calling us back. I have emailed the managers from both SC and FL locations and have not received a reply from my written request for a refund and cancellation of order. I will be disputing the credit card charge also.

  

  Business Response

  Date: 01/23/2023

  Mr. *********,
  Our records indicate that the refund was processed on
  January 23, 2022. You should receive the check within the next 7-10 business
  days.
  We want to apologize for any inconvenience that this may
  have caused you. We truly intended to have the unit delivered by the expected
  delivery date.
  If you have any questions or concerns please let us know.
  Thank you,
  Optimum RV Management 

  

  Business Response

  Date: 02/28/2023

  Mr. ********, 

  Thank you for following up. We do apologize for the delay. Your check was sent overnight to Titusville at your request on 2/28/2023 and the credit card portion was refunded on 1/19/2023, you did confirm receipt of that on 2/28/2023 when you spoke with our customer service manager. We are hoping that the check is delivered to Titusville on 2/29/2023 in a timely manner so that you can pick it up before the end of business and drop off the documentation that we requested you bring with you. Again, we do apologize for the delay and greatly appreciate your patience. 

  Sincerely, 

  Optimum RV Management 

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

• Initial Complaint

  Date:01/12/2023

  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 sign with my son a paper at Optimum Dealership which is called Retail Installment and Security Agreement. On that paper says the percentage rate (****) and the monthly payment ($277.85) that we agreed on.They called me today saying that they need to change that, the only bank that could give us a better monthly payment and a better rate comes up with a rate at ****% with a payment of $390 For what they make us sign Security Agreement with all that info if they are NOT going to honor for what we sign for? They can't do that to people if this agreement is not true or they are not going to honor!!!!!I consider this that they are lying to people like me and my son. I want an investigation over this. Companies like this one need to be liable for what they are doing.

  

  Business Response

  Date: 01/23/2023

  Dear ****************,
  Thank you for reaching out to us. Your feedback is important.
  During your visit with your son on January 8, 2022, the approval that you received was a preliminary approval based on the information that you provided. Optimum RV is open 7-days per week to meet the needs of our customers but lenders who provide financing options for our customers are not available on Sunday. Since you and your son visited our dealership on a Sunday, we had to wait for the final approval from the lender on the next business day. Based on the credit rating the lender increased the rate, which increased your payment.We do apologize for any confusion that this may have caused. Optimum RV does not have any control over the rates, terms or payments provided from any of the lenders that finance our customers RVs.
  We appreciate your business and are happy to answer any additional questions that you may have.
  
  Sincerely.
  Optimum RV Management

• Initial Complaint

  Date:01/08/2023

  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.

  We Purchased a Heartland Fuel Toy hauler on June 25, 2022. At the time of the signing we put down a substantial amount and purchased 1. The service agreement for $3965.00, 2. GAP for $1995.00 and roadside for $799.00 with the company that Optimum uses named National Car Service. We took procession on July 5th, 2022. We went camping on July 7th and when we arrived to the campground the awning did not work. I called from the campground to the service dept and they gave me the date July 12th, to bring it in. We delivered it to them. I took 6 weeks to get it back. The Service agreement took care of the charges less the deductible of $180+. We decided in December to sell the RV and went in to Optimum to fill out the paperwork to cancel the Service Agreement, GAP, and Roadside. That was done on December 12th. I contacted The service agreement company and they said they sent Optimum my refund . The amount would have been about 93% of my cost of the agreements because it is prorated. I understand that.
  I finally talked to Joyce L and she told me my check would be ready the next day and I asked her to go over the amounts. The GAP was exactly what I had figured. The Road side was exactly what I had figured BUT the Service agreement was $612.10 less from my calculations. She did the math and agreed there was a difference but did not know why. I called the Service agreement company again and was told that there is a "cancellation clause." I told them I never signed a cancellation clause and he agreed that I had not. I saved all my paperwork and there is nothing anywhere saying that if you have to use the service agreement while you have the RV then in the chance you sell it, the amount they paid Optimum for the awning motor then that would be taken off the amount due a refund to me. My lawyer, TV stations, and social media will be told about this. They owe me $612.10 or we go to court!
  Emails to the GM don't seem to work at Optimum!

  

  Business Response

  Date: 01/23/2023

  Mrs* ******,
  Thank you for reaching out to us and working with our
  management team. We are happy that our agreed upon resolution was satisfactory
  to your standards.
  We appreciate your time and business.
  Sincerely,
  Optimum RV Management 

• Initial Complaint

  Date:01/07/2023

  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 2023 Catalina *********** trailer. Between the time I bought it and did the walk through, they switched 2 dining room chairs out so they were mismatched. They fixed nothing on the list and are giving me a hard time about getting the battery missing battery cover and 2 slats for the vertical blinds. They were to fix the outside light and didn't. The first time it rained, 1 slide leaked and they didn't wire the gfci outlets for the washer/dryer. I have been flat out lied to by multiple people!They won't even send someone to fix the leaks! When I spoke to an advisor, I informed her that there are several companies that come out to work on rvs. She said she had to check on it. She then told someone in the office that she told me to call the manufacturer! I had her on speaker, so I have witnesses.

  

  Business Response

  Date: 01/23/2023

  **************,
  Thank you for reaching out to us and giving us an opportunity to discuss this matter with you.
  As of January 16, 2023 the chairs, battery box and blinds have been ordered. We do understand that there are some additional repairs that are outstanding and need attention. For us to address the outstanding issues we need you to bring the unit in. If that is not an option for you, you will need to reach out to the manufacturer, as you are under warranty on your unit with them. They would approve or deny a road call and help you find a reputable dealership or roadside technician that would be able to assist you with the outstanding concerns.
  We are here to help in anyway that we can. If you have any additional questions or concerns please feel free to contact our customer service manager or your advisor.
  We appreciate your business.
  Sincerely,
  Optimum RV Management
  

• Initial Complaint

  Date:01/06/2023

  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.

  My wife and I purchased a new 2022 gulfstream trailer 19csk from Optimum RV in Pottstown Pa.
  Showing off the new trailer to a neighbor he said the wheels where not straight.
  I looked under my new trailer and wanted to cry.
  There was no shackle holding the axle on the left side and the underside of the trailer was covered in rust.
  We could have been killed driving that trailer down I 95.
  Now we are the proud owners of a brand new rusty trailer

  

  Business Response

  Date: 01/23/2023

  Dear ********,
  Thank you for reaching out to us.
  We researched your concerns and determined that your
  concerns have already been addressed.
  You purchased the 2022 Vintage at the beginning of February
  2022. During transit the shackle did break, and we promptly addressed that when
  you reached out to our service department. We not only fixed the shackle, but
  we also paid for the road-side call. This was out of our control, but we still
  took care of it for you.
  Gulfstream is the manufacturer of your unit. Unfortunately,
  Gulfstream is the party responsible for the rusty parts under your unit. We
  spoke with you the week of January 2, 2023 and scheduled you for a service
  appointment on February 6, 2023, so we can determine which parts Gulfstream
  needs to replace.
  Once you bring the unit in on February 6th, we
  will reach out to Gulfstream to provide them with the details of our findings
  and ask that they approve the parts and service under warranty. They can
  decline to cover the parts and service. If that happens you would be
  responsible for the cost associated with repairs.
  I would strongly advise that you get in touch with
  Gulfstream to make them aware of the rust issue and share the same photos with
  them, that you shared with us on Google. This may help us get the parts and
  service approved once we send them the warranty claim.
  Our service department will continue to work with you on
  these issues.
  If you have any additional questions or concerns, please
  direct them to your service advisor. Our management team is also very aware of
  your situation. We are working closely with you, our service department, and
  our leadership team to ensure that your issues are resolved in a prompt and
  professional manner.
  Sincerely,
  Optimum RV Management 

  Customer Answer

  Date: 01/26/2023

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

  

  Business Response

  Date: 02/07/2023

  Mr. *********
  Thank you for reaching back out to us. Your response stated
  that you were rejecting our efforts “because” but you did not give an
  explanation as to why. Your desired resolution is for us to repair your unit.
  We have your service appointment scheduled for February 6, 2023. We have agreed
  to replace the rusted parts. We will have to work with the manufacturer as I
  explained in my initial response. Once you bring the unit in on February 6,
  2023, we will thoroughly inspect the unit and document our findings. At that
  time we will forward our findings to the manufacturer and request the parts.
  If you have any questions or further concerns, please let us
  know.
  Thank you,
  Optimum RV Management 

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service 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 2018 ************* coachman Galleria sprinter RV from optimum RV in September 2022. I have been waiting on my title and tag to get registered with the *********************** for over 90 days. After several attempts get the registration and plates for my RV, I have been lied to multiple times telling me the title clerk at optimum RV will be walking into the *** to get my tags tomorrow and next day air. They have told me this on three separate occasions, and the general manager will not call me to discuss a solution or what is going on. I have expired tags now on my RV and cannot take it anywhere because the second temporary tags are now expired. There has been no effort to find a solution and the finance department nor the title work department can figure out what is going on. They have told me to illegally drive with the expired tags and just show whoever pulls me over my bill of sale and tell them the tag is in process. I've had to cancel a couple very important trips in my RV because of this situation. Once again, whoever is in charge of running this location in *****, ************** should be ashamed of how the business is ran. As a consumer that spent $110,000 on an RV I am being treated like I never even stepped foot in their dealership. My new RV is now sitting in a storage facility because I cannot drive it on the expired tags and it is going on the fourth month of this non sense with the dealership lying to me. I am absolutely disgusted at the service and the lies. I have been told over and over again.

  

  Business Response

  Date: 01/20/2023

  **************,
  Thank you for reaching out to us. 
  This matter was completely resolved on December 22, 2022. Due to illness, injury, holidays, and shortage of staffing our titles department was unable to complete the necessary paperwork until December 22, 2022. We do understand that this is unacceptable,and we sincerely apologize for the delay in processing to the *** on our end.Our title clerk from our *****, ************** location drove to ************** on December 22, 2022 to register the motorhome. We handled this in person to prevent any further delays to you. Again, at this time the motorhome has been registered and all the proper documentation has been processed with the ***.
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
  Optimum RV Management 

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received9/5/22 Paid$100,044 Pin Holes in Roof (after claiming it had been sealed)Had to Secure and Fix Washer and Dryer cost $3,500 and all done incorrectly and carelessly Hot and cold were mixed Fittings were loose camper flooded upstairs upon first use Units themselves were loose (could've fell during transport)Cover for Power Cord Housing was held on by two sticks door broken Oven Door was Shattered When We Received It Bottom of the Slide has Crack in Corner Protector (saw this on the walkthrough and were told it would be fixed)Box Inside Back of the Unit has Water Damage (saw this on walkthrough also and were told it would be fixed)Damage listed below wasn't disclosed to us prior to purchase:Large Rip In Linoleum Screws In Almost Every Wall Bedroom Dresser is Broken Scratches Down the Passenger Side of the Unit Dryer Vent Cover Missing from Outside of the unit ************************ Slide Missing Seal/Trim that Connects to Wall Charged $3,000 for transport (***** miles) and we ended up having to haul our trade ourselves because we were told the driver had left, when he didn't. For the driver, it only ended up being 800 mile trip. We were told we would get $1,000 check, but haven't received Charged $3,500 for the washer/dryer installation and it was done incorrectly Salesperson and finance manager didn't want to answer questions, were rude, interrupted us when we talked to them.Have tried to get a hold of finance manager to ask about a resolution but he will not return calls. Reached out since the day we received the unit.Spoke to ***** (Sales Manager) on 9/12/22 as well as **** (Title) and were transferred to the ******************* Gave the woman at that desk the list of issues and was told I would receive a call back.Individuals **************** Process:*****************************-Salesperson ****** ************************************************************************************************************** 10/29 *******************-Service Manager 11/30&12/1 *****-General Manager 12/20

  

  Business Response

  Date: 12/30/2022

  Dear ******************,
  Thank you for reaching out to us. Your feedback is important to us, and we will continue to do everything that we can to assist you with this matter.
  As you know, we are more than happy to assist you with the issues on the 2021 Landmark Dakota. However, there are some pending issues with the 2015 Alfa Gold that you traded in. Just as we promised to delivery you a unit in working order, you also agreed to fix the fire damage to your trade in. As of December 30, 2022, you have not paid the $1000.00 deductible to the insurance company. The delay with the insurance company is holding up the entire process. Our management team is currently in contact with you and will continue working with you until the matter is resolved. We ask that any further questions or concerns are directed to your point of contact at our dealership.
  We look forward to working with you through these issues.
  
  Sincerely,
  Optimum RV Management
  

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My fiance and I have been completely up front and honest about our trade in, even up to and throughout the freak accident that occurred on our way to meet your transport driver. We Received an email from our insurance company stating that the claim had been closed so we thought it had been dealt with. As for the issues on the unit we purchased from your dealership, we look forward to fixing the issues that weren't disclosed to us and the issues that were noticed during walkthrough but not repaired as promised.

  

  Business Response

  Date: 01/11/2023

  ******************,
  Thank you for following up.
  We never stated that you were not transparent. However, the decline to pay the $1000.00 deductible to the insurance company to repair the damages to the unit that you traded, did hold up the entire process. In my original response I outlined the facts of the current situation. We are working with you closely and we are going to see that your issues are resolved. We did come to a reasonable agreement and the traded unit has been repaired, Optimum RV paid the $1000.00 deductible to your insurance company. We have addressed all of your concerns and are currently waiting on a few part numbers from you but started the process in our parts department to order the parts that you provided us part numbers for. Your response indicates that you are not aware of what we are working on and what you have suggested and agreed to. Since you are 4 hours away from the nearest Optimum RV dealership your fianc asked us to pay for the parts and he or someone that he knows would install them. We agreed to that. You requested that we refund the installation for the washer and dryer, and we agreed to that. Our customer service manager is in the process of getting you the receipt for the $1000.00 deductible that you requested. To our knowledge everything that you have requested has been addressed.
  Again, we will work closely with you to see that you receive all parts, refund and the receipt of the $1000.00 that Optimum RV paid to your insurance company.
  Sincerely,
  Optimum RV Management
  
  

• Initial Complaint

  Date:12/16/2022

  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.

  Harassment File Harassment verbal abused ********* Accused Harassment Drscrimination

  

  Business Response

  Date: 12/26/2022

  Dear ****************,
  Thank you for reaching out to us. Our management team has been trying to reach you by phone since we received the information from the Better Business Bureau on December 20, 2022. Unfortunately, we have not been able to reach you. Please give us a call at the number that was texted to you or email us at **************************************
  Your feedback is very important to us, and we look forward to hearing back from you.
  
  Sincerely,
  Optimum RV Management