Important information
- Customer Complaint:The company has requested prior to filing a complaint please email [email protected], in an effort to get your issue resolved.
Complaints
This profile includes complaints for Optimum RV's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 161 total complaints in the last 3 years.
- 39 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/04/2024
Type: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 23 Heartland Torque 350 6/15/24 the day we picked up ** have had nothing but problems. June 15 taken by our salesman and shown several toy haulers we decided on the 2023 Heartland Torque 350. we returned to take delivery about a week later of the ** that we bought first thing we noticed when walked in the ** was that there was no TV in living room like the ** that we had previously looked at and thought that we purchasing. There was several cosmetic issues wall paper pealing and door not closing, living room slider was hitting trim boards on opposing wall causing damage, safety hand rail attacked tosteps was bent, auto leveling wasnt working wife stepped on a s**** protruding through floor we insisted this was not the ** we toured and agreed to purchase talked to the manager showed him the ** on their website that we walked through, he pulled out purchase agreement and the *** # on the ** we walked through and one they had ready for us to pick up werent same. The manager stated one we walked through was. sold day before we walked through it. The sales person never mentioned, we thought that was ** we were purchasing . With all the cosmetic issues in ** that were were taking delivery of that day I did not feel comfortable taking it. The sales manager insured us all the issues under warranty but still was uncomfortable with ** I felt like there was fraud due to the changing if ***# The sales manager had salesperson show us other ** that were above the sale price agreed upon for the TORQUE We felt forced to take the Torque Since taking delivery been to the Service 3 times and issues been fixed. We had a leak in bedroom slide and shower causing more cosmetic damage, roof has a leak, awning had a electrical issue that caused us to not be about to retract the awning on a trip. The back door does not close properly, I have had service techs come to my house twice for issues. It took financing 2 months to pay off loan for trade in.
Business Response
Date: 11/17/2024
Please see attached.Customer Answer
Date: 11/17/2024
Complaint: 22510131
I am rejecting this response because:
Until all repairs have been successfully completed and I am able to inspect the ** for completion of repairs I will not close complaint. Due to the fact that I have been lied to by this complaint from the day I purchased the **. I will not except anything less than a fully complete repairs and compensation for my time and inconvenience before I close this complaint
Sincerely,
***** ****Business Response
Date: 11/18/2024
Please see attached.Initial Complaint
Date:11/01/2024
Type: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.
Please see attachmentBusiness Response
Date: 11/13/2024
Please see attached.Customer Answer
Date: 11/13/2024
They have agreed to replace the refrigerator and we are currently waiting for the new one to come in. I do not want to give an answer until we actually receive the new refrigerator. I am unsure if that will happen with in the 10 days.Customer Answer
Date: 11/14/2024
Complaint: 22502541
I am rejecting this response because:They have agreed to replace the refrigerator and we are currently waiting for the new one to come in. I do not want to give an answer until we actually receive the new refrigerator. I am unsure if that will happen with in the 10 days.
Sincerely,
****** *********Business Response
Date: 11/14/2024
Hi ******,
Thank you for your response. We want to emphasize that we are bound by a specific timeframe to respond to each communication, which is dictated by the Better Business Bureau. This means that we cannot keep any response pending for an extended period without taking action. Its crucial for us to adhere to these guidelines to maintain our standing and ensure effective communication.
Thank you,
Optimum RV Management
Initial Complaint
Date:09/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a 2021 Zinger the end of May 2024 for around ********. Optimum RV gave us a temp tag. The temp tag went out of date 6/27/2024 and no one would return my call or email. I called the *** of Ocala and wrote a complaint to them. I was told by ****** the Manager of Optimum they would refund us for 4 months payments because of unable to use camper. We still have no tag or registration and no refund. I have proof they were supposed to refund us.Business Response
Date: 10/07/2024
Please see attached.Customer Answer
Date: 10/07/2024
Complaint: 22326448
I am rejecting this response because:
Sincerely,
**** *******Customer Answer
Date: 10/07/2024
Hello, we bought this RV on May *******. We tried multiple times to contact, but you would not return our calls. You only called after complaint was filed with *** and they sited you! When you called you stated Optimum was unaware of any situation until September, yes you did send us a check for *******, this does not take care of aggravating situation. We bought RV to go on a trip that we already booked and lost money too. Because of optimum. ThanksBusiness Response
Date: 10/18/2024
Please see attached.Customer Answer
Date: 10/24/2024
Complaint: 22326448
I am rejecting this response because:
They are not telling the truth on anything!
Sincerely,
**** *******Business Response
Date: 11/08/2024
Please see attached.Initial Complaint
Date:09/23/2024
Type: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.
Their consignment sale program is a scam, hold your rv for 90 days. Advise you to lower original agreed upon price several times. After them not being able to sell your rv, tell you to pick it up with no notice. Trying to get you to take their original extremely low full purchase offer.Business Response
Date: 10/07/2024
Please see attached.Initial Complaint
Date:09/13/2024
Type: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 some warranties through Optimum Rv that were canceled when we sold the rv camper. We were told it would take 4 to 6 weeks to get a refund. We canceled on 7/11/24. We have not received a refund and they refuse to return our calls. We were trying to contact **********************. The amount of the refund is in excess of ******* dollars.Business Response
Date: 09/25/2024
Please see attached.Initial Complaint
Date:09/11/2024
Type: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.
6/26/2024 we bought a 5th wheel rv from Optimum RV in ********* **, we picked the ** up on the 28th June 2024 and brought th rv home and about a month later after a rain I noticed a spot on the ceiling so we took it to camping world in *********** and had it inspected where they said the membrane was cracked in several places and repairs was around 12 thousand dollars for repairs, so we reached out to Optimum RV to confront them, I was transferred several times so then I requested the title for the ** still no response now it's Sept. 11 2024 still no title solution and they won't return my calls.Business Response
Date: 09/16/2024
Please see attached.Customer Answer
Date: 09/16/2024
Complaint: 22270795
I am rejecting this response because:
Sincerely,
****** ******Customer Answer
Date: 09/16/2024
This is unacceptable when I paid cash I was supposed to have the title in 30 days, plus I'm a senior so I wouldn't be able to inspect the roof that's damaged and leaks, your company should be more helpful and not take advantage of your customers...Business Response
Date: 09/18/2024
Please see attached.Customer Answer
Date: 09/18/2024
Complaint: 22270795
I am rejecting this response because:
We was not told about the lengthy time to get the title, we was not told about the condition of the Rv, also where does my paperworkAS IS I dont see it? Someone is not telling you the truth.
Sincerely,
****** ******Business Response
Date: 10/03/2024
Please see attached.Customer Answer
Date: 10/17/2024
Complaint: 22270795
I am rejecting this response because:
We went to the dealership to get another paper tag and they explained to me, the woman who took care of the tags apparently quit and they got behind so I bought **** unit in June 28 and can't get a TAG? Unacceptable and I have been talking to a attorney you should hear from him shortly, thank you
Sincerely,
****** ******Initial Complaint
Date:08/19/2024
Type: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 put a class B ** on consignment with Optimum RV Ocala at the first of July. At the end of July, my husband lost his job. His was the ONLY income for the family and we had little to no savings. The car we were using at the time the ** was consigned was a company car and of course it was gone with the job. The only wheels we own are the ** at this point. Out of common sense and compassion, they should have allowed us to break out agreement and get our ** back. They have it priced higher than new ones so its obviously not going to sell without ****** intervention. We contacted 4 different people and they simply wont release it without paying a hefty 5% fee per the original agreement. If we had that money to pay the fee ($4700.00), we would just go buy a used car. We got a decent job offer in ***** but because of them, have no way to get there. We have documentation to back up our claims, both in the loss of the job and the offer letter from the one in *****. These people are just PURE EVIL. Absolutely no compassion what so ever.Business Response
Date: 08/22/2024
Please see attached.Customer Answer
Date: 08/23/2024
I just wanted to update you about retrieving our consignment Class ***************************** We told SEVERAL people there more than once what the situation was and they totally refused to let go of our van until the BBB got involved. I reject their plea of lack of knowledge on the situation. After you contacted them, they called us fairly quickly and said we could come pick it up at the end of the week. We were not given grief when we arrived and now have the van back in our custody. I just want to thank you for your assistance in this matter. We can now move forward with our life and job in another state. The BBB is truly Gods hands of action here on earth. BlessingsInitial Complaint
Date:07/20/2024
Type: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.
When I purchased my RV from Optimum RV in ***** there was a washer dryer unit in the rig. I did not want the W/D and requested the installation of shelves in its place. At the time of pick up on 6/28 the W/D was removed but no shelves. They told me they would come to me in ******** to install them. I have made numerous attempts by phone to get this resolved to no avail. See attachment for agreement. Please help me get them to take care of this.Business Response
Date: 07/31/2024
Please see attached.Customer Answer
Date: 08/01/2024
Complaint: 22018294
I am rejecting this response because: the shelving that was installed is not deep enough. They installed a 12 inch board instead of a 18 inch board. My containers fall through the back. Also a back board needs to be installed to hide the existing plumbing and would help keep the containers in place. I am very dissatisfied with the work performed.
Sincerely,
*************************Customer Answer
Date: 08/01/2024
Trying to send picsCustomer Answer
Date: 08/01/2024
Trying to send picsBusiness Response
Date: 08/10/2024
Please see attached.Customer Answer
Date: 08/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:07/16/2024
Type: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 rv travel trailer 3/3/22 and had major issues with this travel trailer ever since buying it. The heater went out twice on us and the last time caught on fire. The fridge stopped working within the first year and they didnt offer any help with it. The propane hoses are leaking which was discovered by them when we paid them $205.18 on 1/26/2024 to give us an estimate on what is wrong with tv. The roof also has 2 soft spots that needs to be fixed and this should be covered under 3 years structural warranty (which they did not repair). The fan in the bathroom never worked since we purchased the trailer. The Thermostat just went out and we had to replace it. So basically we paid them $205.18 for nothing (which by the way is a lot of money to us for nothing to be repaired). Its hard to take the tv for repairs and to get anything done. The dealership has not been cooperated after we signed the paperwork. I would like the items repaired under the warranty or put this against the business to save someone else from going thru what I have gone through on a new tv. Thank you for your assistance with this Sincerely ***********************Business Response
Date: 07/25/2024
Please see attached.Initial Complaint
Date:07/11/2024
Type: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 closed on the purchase of our 2021 ************** Prestige 30xpC on March 23, 2024. We picked up this motor RV from Optium RV ************** on April 5, 2024. As of this complaint on June16, 2024 we still have not received a copy of the title, vehicle registration, or plates. When I contacted the dealership regarding this they initially stalled and finally stated they fired the person responsible and passed the blame to this person. I have a complaint open with the **************** of ************************ as of May 14, 2024. The representative there informed me he spoke with the owner of this dealership on June 13, 2024 and the owner gave the representative the impression they would take care of it immediately at the local county office. We have not heard otherwise and still are without what we paid for through this dealership. We purchased this used motorRV in good faith and did not haggle on the price and did not present any issues. In my 62 years o this earth, I have not experience anything like this from a dealership in any State within the **. We just want our plates, registration, and copy of the title.Business Response
Date: 07/19/2024
Please see attached.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.