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

  2764 US Highway 1 Mims, FL 32754-4112

  
• 

  Optimum RV

  1809 W High St Pottstown, PA 19464-3713

• 

  Optimum RV

  2540 W C 48 Bushnell, FL 33513-8386

  
• 

  Optimum RV

  3555 E Apple Ave Muskegon, MI 49442

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:09/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2013 Class A RV July 13 2022. I was told that everything would be checked out and in working order. Well Generator was started for me. When I went to use would not work for more then a hour. The sensors on water tanks do not work. I purchase extended warranty for $9658. Which both are covered. I have been trying to get a copy of warranty since then now it is September 25 2022. Have made numerous phone calls and just get we will send to you and never received. Had to spend $480 to get look at and told need to order part. Which I am traveling and live in. Two week time frame to pay $ 75 a night. I am a senior citizen and can not afford. Was told by Optimun dealer they would come to me and fix anything that was covered under agreement which I can not do. Please help I am traveling and they Optimun will not help! Thank you

  

  Business Response

  Date: 10/28/2022

  October 28,2022
  
  
  
  Thank you for the opportunity to discuss Mr. *********s concerns. With the feedback that has been received we are able to develop and grow in areas that will allow us to live up to the standards that we have in place for ourselves here at Optimum RV. Our goal is to build lasting relationships with our customers.
  
  Tiffany A*****, our Director of Customer Experience and Ryan L****, our Service Manager have been working with Mr. ******** to resolve all of his concerns. At this time we feel as if our agreed upon resolution is sufficient as all of his concerns are in the process of being resolved. We are refunding him the out of pocket expenses that he can show receipts for. Ryan is working with the warranty company and we hope to have his repairs fixed within the next month giving that all parts are received in a timely manner. Mr. ******** has direct contact information for Tiffany and Ryan and they are both here for him if he needs anything further.
  
  Again, Thank you for the feedback and the opportunity to work with Mr. ********.
  
  
  
  Sincerely,
  
  Tiffany A*****
  
  Director of Customer Experience
  
  Optimum RV
  

  

  Business Response

  Date: 02/20/2023

  Mr. ********, 

  Thank you for speaking with our customer service manager on February 20, 2023 and confirming that your matter has been resolved. 

  If you need us in the future, please let us know. 

  We appreciate your business. 

  Sincerely, 

  Optimum RV Management 

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they paid for part of the issues but the rest was pushed onto warranty company that did not cover the complaint. Even tho it was discovered the day of pickup. Then they told me that I would have to pay for hydraulic hose for $700 and take a month.  I had fixed for only $100. In one hour. So not happy with their response. The woman that handle my case was the only fair and reasonable person to deal with but she has no way to force unfair practices in this company a shame could have been fixed in a matter of hours. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:09/13/2022

  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 am at the end of a long rope.
  I have been seeking assistance since July 3rd.
  I was delivered a unit that I did not choose. The model that was delivered has broken recliners, a refrigerator door that will not close and a shower floor that is sinking.
  
  When I walked the lot and picked my unit out:
  I specifically went and stood in the shower to measure the elbow to elbow space AND if the floor to that shower was sinking...I would have known.
  
  I no longer trust Jamie. His word is not true. I have text msg to prove his lack of consideration, open ended untruths and blatant dis- regards.
  Braden has taken my messages.
  Melody is trying to match my recliners to "pull from another unit"
  I asked for her to keep me informed, I as yet have heard.
  July 3rd, sirs. July 3rd.
  I have text msg asking Jamie could he show me another unit a bit larger, honor my $14,000 cash deposit and keep my payments under $400. He texted, "Sure. I will reach out tomorrow."
  Tomorrow came and went. Now many tomorrows past.
  I beg you to come to Mims/Titusville Optimum. Something is all wrong in the leadership and customer service
  is very poor.
  
  I called them:
  July 3rd=a service tech came out to write repair orders and said they would be in touch.
  
  August 4th
  I called them= left mag AND texted Jamie(supposed manager)
  
  August 22nd called and emailed various contacts listed as company Division and Serv Managers= Melody called and asked for a photo of recliner and she.would look on the lit to trade off. I reminded her I would be leaving for the year Sept 15 and these needed corrected. She said she would call me
  
  August 27th I called Meloday because I had not heard back as promised AND my leave date.was looming= Melody told me it was her.job to correct and give the customer what they needed. She was working on warranty
  But I told her this was a delivery issue NOT
  I was delivered the wrong unit.= chair must be done via warranted but that shower sinking would be fixed before mid Sept.
  
  13th= nothing yet
  

• Initial Complaint

  Date:08/30/2022

  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.

  The dealership never issued me an original temporary tag for my RV and did not apply for the corresponding tag & title within the 30 day limit. I went to the DMV to get a tag prior to leaving the state and they informed me that my RV was not even in the florida DMV system, confirming that they never issued any tags or applied for a permanent title & tag. Paperwork was signed 7/25/2022 and it is now 8/29/2022.

  

  Business Response

  Date: 12/26/2022

  Dear Ms. ******,
  
  Thank you for contacting us. Our management team has thoroughly researched your concerns. Upon our investigation we found that we made every attempt to assist you before you left the state of Florida.
  
  As you mentioned, you did purchase an AS-IS used 2017 Sandpiper. Although, the unit was sold AS-IS our service department did ensure that the unit was in a safe and working condition before you took possession of it. It is very unfortunate that during delivery the unit experienced damage to the lower body. The transporter that was in possession of the unit at the time was not hired by Optimum RV to deliver your unit. You hired and paid for the delivery service. Before you left the state of Florida our management team in Zephyrhills attempted to assist you with the repairs and agreed to look at some of the other items that you voiced concerns about, specifically the leaks and damage that happened during the RV being transported. You declined to bring the unit back to us for inspection and proper diagnosis. The temporary tag was left behind when the transporter delivered your unit, but our management team quickly addressed the issue and provided you with a temporary tag. All the necessary documents were sent to the DMV. Additionally, the communication between you and management became so unprofessional that eventually we made the decision to end all communication due to the threats and vulgar language that was used during each interaction. We understand that the situation was frustrating, as most unforeseen situations are. We attempted to assist you with issues that were not Optimum RV's responsibility because we do value your business. We are always willing to assist our customers given the opportunity and, in your situation, we were not given that opportunity.
  
  Thank you again for contacting us.
  
  Optimum RV Management
  

  Customer Answer

  Date: 03/12/2023

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

   

  just confirming you meant April 28th?
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 03/20/2023

  *****, 

  That is correct, we have your unit scheduled for pick up on April 28th. We will be in touch with you prior to April 28th to go over all of the details with you. 

  If you have any additional questions between now and then, please reach out to Tiffany. 

  Thank you, 

  Optimum RV Management 

   

   

• Initial Complaint

  Date:08/10/2022

  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.

  We purchased a 2021 Dutchmen Yukon back in November of last year from Optimum RV in Mims and it has been a complete nightmare experience. From the day we picked up the vehicle we have had trouble. There was water in the storage area but the service tech told us that it was just residual from pressure washing it. It was missing the lights about the kitchen, grommets in the shower, and a shelf on one side of the bed. It took 6 weeks to finally get the parts for lights and they still haven't received the shelf or the shower grommets.
  
  Two weeks after we got the RV we found out that the water in the storage area was actually from a leak from the toilet and it flooded the storage ruining our personal items as well as the floor. We paid Optimum RV $2500 to inspect this vehicle but they didn't find this leak? When we called about it they said that it wasn't covered under warranty even though we paid for the $5000 extended service plan so we immediately demanded our money back and that took 3 months to get our money back. They kept telling us that ******** was refusing to cover it under warranty which we found out was a total lie, ******** was trying to hold the Optimum liable because they said that it sat on the lot to long and seals dried up. So Optimum didn't want to fix because they were going to have to pay for so we had to put up with rotting floors for 4 months. They didn't finally fix them until I got ahold of the State AG and the BBB and Optimum got a new service manager. Months went by waiting on new flooring so we finally went into the office and found out the the service manager quit and took all the files with him and our flooring never got ordered. So now our flooring has been ordered and it has been sitting in their office for a month, we were supposed to get it installed tomorrow but when we called they said they needed to reschedule because they need some other company to install it because they don't have the expertise. So we waiting a month for nothing.
  

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Jayco SLX8 287BHS in December 2021. Everything looked great except one rim had a decent dent along the edge. We were told that all issues are taken care of "like new" before pick-up of the camper and they don't allow bent/ damaged rims or tires on vehicles. 2 weeks later, the bent rim is there. They replace it with the spare (from the back of the camper) and "will get the rim repaired" because it is color painted to match the camper. After a little over 2 months of checking in, I was informed they would have my rim ready. I drove about 45 minutes for a poorly masked and spray painted, different color grey, used rim. If this is what I get for the mandatory "like new" cleaning and prep, I am doubting the warranty work will be much better.
  

• Initial Complaint

  Date:08/02/2022

  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.

  Paid $2500 deposit on a camper and was to trade my used camper. I waited 2 weeks for the camper was told it had problems but would not tell me what was wrong with it.Calls was not returned and would not tell what was wrong with the camper.I then informed the dealer I was not no longer going to buy the camper.They tried to make me buy it say that I have already bought it.How have I bought when I have not gave them my $18,000 trade or sigh the title to them.I told the dealer that I would give them the $2500 when I get the camper but they kept insisting for the money.i told him that I did not want to because if things went wrong he would have my money and put me to the side as no longer important. He informed me that they where not like other dealers and honest and to trust them. Then what I had said would happen did after waiting 2 weeks and not being told what was wrong or an repair time I bought a camper else where and was refused my deposit back was told it was for the work that was done to the camp that I was looking to buy. The camper was new so how do I owe money to repair the dealers new camper that I never bought.Have included pic of the $2500 that clearly says deposit on it this first transaction started on 6/19/2022 have called the home office in FL but same no one helps and says I will get a call back but never have.I have done a little reading on this company and see the same thing happen to other people
  

• Initial Complaint

  Date:07/29/2022

  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 went to the location prior to April 3rd to look at a new camper. We did the paperwork and I was then told that they couldn't get me done. Well on the 3rd they called and said that things changed and I was qualified to buy suddenly. So we drove 2 hours back to the location. I get rushed into the sales room to sign paperwork without any major explanation as to how they got me done. Well after looking at the paperwork some numbers were different. My husband's pay was included but he wasn't included on the contract. We told them that we would've taken it if the awning was replaced also. We'll we had to wait two weeks for that to be done. So after waiting those two weeks we finally drove another 2 hours there to pick it up. There were a few small things that needed to be fixed but we couldn't wait any longer. New jacks and awning were put on. Once we got it home we noticed a separation between the awning and the camper body. We immediately called Optimum about it and the jacks not wanting to work right either. They got a rv tech out to our location. He stated that they rigged the wiring for the jacks which was a shock to us. He fully rewired their mess for us and sealed the separated spot of the awning. So from the beginning the awning wouldn't stay up like it should either.
  
  We have only moved our awning a few times and the motors started to slow down within a month or two. We contacted optimum again and I spoke to an extremely rude woman in the service department. She argued rather than trying to help and I was told a Supervisor was going to call me. This was over a month ago now. I also never received my permanent tag. Once we got settled into our new place I called to give them the new address. They said the tag should've arrived. Well it never did and so I called them. The guy I spoke to was great. He told me that I had to go the the tag office and file for a missing tag. He said that I would have to pay the fees and they would reimburse me. Not happening
  

  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/03) */
  We appreciate you bringing this to our attention and understand your frustration. Optimum RV is investigating this situation and will get back with you shortly.

• Initial Complaint

  Date:07/26/2022

  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.

  Purchased an RV from Optimum RV in Ocala Fl for $45,674.29 to include the warranty and the protective coating on 12,/14/21. We did not receive a walk thru or an inspection prior to or day of delivery on 12/24/21. We began having service calls on various items beginning 12/30/21 to include drainage issues, furnace went out, water heater leaking, exhausted fan broke, ceiling fan/light wouldn't work, fireplace doesn't work, and various other small things like the broken kitchen drawer and a vent cover wasn't fixed as promised. As of 7/26/22 the only thing we have gotten is a water heater installed on 7/25/22 they put it on top of water standing soaked carpet which mold has begun to grow up my walls and left us without water pressure. A ceiling fan with no light was insulted. Nothing else had been fixed because Optimum RV and the Warranty company are arguing. Also, Brittany from Optimum RV told us it was our fault the water heater was leaking because we use the camper to much and she also said if the items aren't necessary for camping they don't need to fix it. So my RV has no furnace, no water pressure, mold on my walls and floor, the new water heater is sitting on water soaked carpet.
  

• Initial Complaint

  Date:07/24/2022

  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 bought a brand new RV from optimum RV in ocala in July of 2021.. during the walk through we saw the band in the kitchen had a crack .then noted it and side it would be repaired..we brought it home and discovered it had issues with the locks not working.I contacted them and was set up via text message with someone in parts..I ask about the locks and the bench repair they told me someone would call me in a few days...days went by no call I called them and call them nothing.... About a month later I noticed the wall paper and the laminate around the bedroom was starting to bubble so I took pictures and gave them a call again I got a hold of somebody in parts they kind of gave me the runaround had me send them the pictures to a text message number and email.. this lady and I corresponded for about 7 days and then I heard nothing else from her and was not able to get a hold of her again, tried contacting optimum RV in Ocala where is where we bought the RV everybody there kept giving me the runaround I was either put on hold or transferred to a bunch of people who would just transfer me to somebody else. Finally called the optimum RV in a Zephyrhills there in the process of trying to help us.. but in the meanwhile the RV has had a main leak in the bedroom which has ruined everything in there... The water tank leaked and flooded the whole bottom of the RV which they fixed or patched up I'm not sure... And as we speak the RV has three main leaks not even leaks floods... There is water pouring into the bedroom from where the wall and floor meet.. there is a leak underneath the sink area which already has mold growing... And there is a leak in my daughter's bunk bed room to where it flooded the whole bedroom with at least a quarter inch of water,. You go online to optimum RV and even the phone numbers are around you can get a hold of the sales manager of course and they give you a call back fast wanting to sell you another RV or send emails wanting to sell you a new one..
  

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 7, 2022/07/29) */
  The senior management team of Optimum RV is working directly with Ms. ********** and we believe we will reach a resolution soon.
  
  
  Consumer Response /* (3000, 14, 2022/08/13) */
  Nothing resolved, spoke to owner was told one thing...went to optimum RV in Ocala and everything was completely different.. ended up having to trade old one in an now very upside on my RV loan... very crappy service department... communication is awful and owner doesn't stand behind his company

• Initial Complaint

  Date:07/20/2022

  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 used 2012 Forest River Salem 22RBS from your store in Bushnell on 5/13. Our salesman, Philip H****, assured us that the unit would be thoroughly gone through and any deficiencies would be corrected. This did not happen.
  The Manager, Joe H*****, assured us that the unit was still under the manufacturer's warranty. We have since learned that the warranty does not transfer.
  We closed on the deal based upon these assurances and picked up the unit on 5/26. Phil told us they needed those two weeks to assure everything was corrected.
  We took the unit out from 6/9 to 6/12 where we noticed a number of problems (listed below). We called to schedule corrections and were told to bring the unit in, which we did on 6/21 when we met with Warren K**** to outline the issues with the unit.
  My wife called on 6/27 and was told by Vinnie that the unit would go in for repairs "next week". She phoned again on 7/6 and was told by Vinnie that it would go in a week to 10 days.
  I called on 7/12 and asked to speak to Vinnie and was told by Alycia S****** (service advisor) that Vinnie was off. When I asked her for a date that our unit would be taken in to begin repairs. I informed her that it had been three weeks and I expected to be given a date. She said that she would talk to Vinnie the next morning and call me. She did not call.
  On 7/13, I left messages for Vinnie and Warren. No call. Later that afternoon I called Phil and expressed my frustration with unfulfilled promises and lack of communication. He said he would walk over to service and call me. No call.
  7/15 left message for Vinnie. No call.
  7/18 Left another message for Vinnie to call. No call.
  No response from customercare.
  7/20 left message for Vinnie. No call.
  

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Thank you for brining this to our attention. We have begun an investigation into this issue and a member of the Optimum RV management team will be in touch shortly.