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:05/14/2024
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.
I bought a camper on5-13, late in the day. I was given wrong info, rushed thru the sale, and lied to. I was not given any paperwork to take. The next morning I requested to cancel the sale due to very uncomfortable feelings about the dealings and was told no, that the financing bank would not allow it.I went and made them give me the paperwork. That is when I saw the differences in money.I called the bank and they informed me that Optimum could certainly cancel the deal and stated the manager had lied to me. The store manager was very rude and condescending to me. I am now going the legal route. I have not taken possession of the unit and will not since I do not want it because the price ended up being over ****** dollars more then I told them I could afford. It is a brand new unit. I do not understand why they are being so rude and not willing to cancel a deal that was less then 10 hrs old when I made the cancel request. I would not advise anyone to do business with these people.
Business Response
Date: 05/24/2024
Please see attached.Customer Answer
Date: 06/03/2024
Complaint: 21712358
I am rejecting this response because: now that they know i have a lawyer, they won't speak to me about anything. i don't know if they have actually sent the cancellation forms in to process or not. ******* won't talk to me because i have a lawyer. she just responded that she sent all my papers to legal and my lawyer has to contact them. she informed me that i was suppose to send the cancellation papers back to the finance man at the Bushnell store--which this is the first i knew this. so another week of being in ***** has now passed. this company is awful to work with.
Sincerely,
*************************Business Response
Date: 06/05/2024
Please see attached.Initial Complaint
Date:05/03/2024
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.
I was buying a Rv from Optimum Rv.I received the paperwork on Mar 20th and they received them back on Friday Mar 22nd.We had an issue with our family because we had not told them before hand.I called Finance company on Monday March 25th.**** had not gone through so i stopped it.Called Optitum afterwards and told them i needed to cancel.Called me back on Tuesday March 26th and told me i could not even for medical emergency.I have Bi-polar and could not handle the stress.I had been told the person before me had his buy cancelled for Medical reason.Told me to open loan because they had some buyers.I told them i am 74 and could not afford 700 dollars a month.I took 733 dollars out of savings and paid first payment.Told them on March 26th i could not pay.Told me not to worry because they had it sold.I can not handle this stress with my Bi-polar.Business Response
Date: 05/15/2024
Please see attached.Customer Answer
Date: 05/15/2024
Complaint: 21663457
I am rejecting this response because:
I was lied to about having people who were buying the Rv if I opened the loan. I was trying to void sale for medical reasons. I would never opened the loan if I had known that there was no buyers.
Sincerely,
*************Business Response
Date: 05/16/2024
Please see attached.Customer Answer
Date: 05/20/2024
Complaint: 21663457
I am rejecting this response because:I was referring to buying an Rv next year.Does not make up for them lying to me they had it sold.I had the finance stopped but opened because ******* said he had it sold.they have proven the type of business they have and i would never consider buying from them.they dont have the decensy to handle this as they should.Very crooked People!
Sincerely,
*************Business Response
Date: 05/21/2024
Please see attached.Customer Answer
Date: 05/31/2024
I have not setteled my complaint.We discovered they entered false information on my credit application.They put me at 9200 a month income instead of 2900 a month.Holding them accountable for lying to me to open the loan because they had it sold to other people.Aqua Finance the company who did the loan is dealing with them to find out about the income for me knowing i can not make another payment.Customer Answer
Date: 06/02/2024
The loan was opened because ***** said he had it sold. I told him I couldn't pay for it but he assured me it was sold. I don't have the money and I can't afford to pay it anymore.Customer Answer
Date: 06/03/2024
I have not setteled my complaint.We discovered they entered false information on my credit application.They put me at 9200 a month income instead of 2900 a month.Holding them accountable for lying to me to open the loan because they had it sold to other people.Aqua Finance the company who did the loan is dealing with them to find out about the income for me knowing i can not make another payment.
The loan was opened because ***** said he had it sold. I told him I couldn't pay for it but he assured me it was sold. I don't have the money and I can't afford to pay it anymore.
Business Response
Date: 06/08/2024
Please see attached.Customer Answer
Date: 06/10/2024
Complaint: 21663457
I am rejecting this response because:They was not honest with **** did not file on credit that i made ********************************************* opening loan because ******* told me he had it sold.He was told i didnt have the money but he said he had it sold.Was cancelling sale because i had a bi-polar breakdown over the sale.They told me the person before me cancelled because of medical reasons but turned me down.They have lied from day 1.Next step is finding a lawyer in ******
Sincerely,
*************Business Response
Date: 06/11/2024
Please see attached.Customer Answer
Date: 06/12/2024
Complaint: 21663457
I am rejecting this response because:******* told me to open up the loan because i had stopped it.He told me that he had a buyer before the loan was open.I had stopped the loan and he covinced me to open it back up because he had a buyer.I told him i could not buy the Rv with my salary and he told me it was sold or i would never have opened it up.Optimum can lie all they want but i KNOW what was said.I am thru with their bull.I have already had a heart attack from their stress and i will not have another one.This is my last letter.They have showed me how sorry a company they are and i am done.
*************Business Response
Date: 06/14/2024
Please see attached.Customer Answer
Date: 06/17/2024
Complaint: 21663457
I am rejecting this response because:You are lying about the loan.******* had me open it up because i had stopped the loan with ****.He had me open it because he told me he had it sold to someone else.He was told by me that day i did not have any money.He told me right then,no problem because it was being sold.I am thru answering to their lies and cheating.They can deal with Aqua Finance because i am thru.I will not drive myself into another Heart Attack due to their lies.I am DONE!!
Sincerely,
*************Business Response
Date: 06/17/2024
Please see attached.Initial Complaint
Date:04/24/2024
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.
They delay 3 month delivery my RV unit and they dont like to refund 3 month for my credit mortgage- I paid 3 month w out the unit ..!! I signed January ******************************************************** Unit April 22 - Crazyyyy .!! And they explained to me the problem is manufacture , but I signed w the dealer and not w the manufacture Thor !!Business Response
Date: 05/03/2024
Please see attached.Customer Answer
Date: 05/04/2024
Complaint: 21623069
I am rejecting this response because:Good morning, I understand the dealer's explanation but it is his responsibility and not mine. The vehicle never left the dealer, which if I go to pick up a new vehicle and it encounters problems before paying, nothing would have happened because I would start paying my commitments with the bank the day I pick up the unit, a situation that did not happen, The dealer should never have presented my papers to the bank before I took the unit in new vehicle condition and we would not be discussing this. My mistake was in trusting the dealer, I should have asked him to please not present the things to the bank until I pick up the vehicle repaired and in condition as it is to buy a new unit, but that did not happen, 3 months were lost and those 3 Payments are the responsibility and negligence of the dealer...NOT MINE...it is an issue that must be resolved with the manufacturer and not that I pay for something new that after signing my commitment I received 3 months later. I'm sorry but they must pay the 3 months... Thank you.. They must be responsible for what happened.. BUY A NEW VEHICLE, SIGN MY COMMITMENT, deliver 30% down and I ALREADY PAID FOR 3 MONTHS WITHOUT THE ****** IT IS ABSURD I ASKED THE DEALER AND ALSO MENTIONED THAT THEY HELPED ME NOT CHARGE ME FOR THE REPAIRS.. INCREDIBLE THAT A COMPANY SAY SUCH STUPID.. NEW VEHICLE SHOULD LEAVE LIKE NEW. I WOULD LIKE IF THE ***** OF THE DEALER OR ANYONE WOULD BUY A NEW CAR, PAY FOR IT AND BEFORE PICKING UP THEY WOULD PAY FOR REPAIRS... INCREDIBLE WHAT THEY SAID.... PLEASE THE ONLY SOLUTION IS TO PAY FOR THE 3 MONTHS.
Sincerely,
***********************************Business Response
Date: 05/06/2024
Please see attached.Customer Answer
Date: 05/06/2024
Complaint: 21623069
I am rejecting this response because:There is nothing to do with the lack of respect and word that they have in their dealer,... it's ok...
Don't worry, whoever made the decision not to pay for their mistake is going to use what they stole from me for medicines or hospitals ..
Remember that for everything there is a God who sees it and makes sure that the scams are paid in life. Thank you.
Sincerely,
***********************************Business Response
Date: 05/06/2024
Please see attached.Business Response
Date: 05/06/2024
The customer's final message did not pose any questions, express specific concerns, or request additional information. Following our email exchange, you asked for a response, which we provided. To maintain professional communication with **************, we invited him to share any further questions or concerns. We have already offered two responses that addressed his issues and clarified the reasons for the delays. We acknowledge his frustration; however, we exerted every effort to assist him as promptly as possible, and we affirm there were no errors on our part throughout the process. This has been communicated previously through responses to the BBB. It is unclear what further response you are expecting from us, as the final communication provides limited scope for additional reply.
I am rejecting this response because:
There is nothing to do with the lack of respect and word that they have in their dealer,... it's ok...
Don't worry, whoever made the decision not to pay for their mistake is going to use what they stole from me for medicines or hospitals ..
Remember that for everything there is a God who sees it and makes sure that the scams are paid in life. Thank you.Initial Complaint
Date:04/22/2024
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.
Last week Tuesday April 16 my husband and I took a high end motorhome to optimum RV Bushnell and purchased a destination trailer. After we signed all the closing documents including signing off the title, they let us know that there was no check to complete the transaction. Ive been calling every day since trying to get the check. Apparently theres only one person in the world that can sign those checks and hes not there. I told him I wanted to check that I had to leave Florida. My husband has doctor ************ get me my check please. They said when hes in, h*** sign it and mail them mail it to me. I said I want somebody to bring it to me. I have been waiting a long time I need to leave Florida give me my check please. I talk to the corporate office to talk to ****. He said the owner is not there cant sign the check hes got a stack of them. I mentioned thats a really poor way to do business to make your customers wait like that. He said its perfectly fine way to run a business like that. I disagreed said I just want my check. He said he could get it to me without a signature but it wouldnt do me any good. I said I wanted my check signed and I want it soon. Please we have to leave Florida. My husband has doctor ************. and Im still waiting. They owe me $19,012 and changeBusiness Response
Date: 04/28/2024
Please see attached.Initial Complaint
Date:04/22/2024
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.
I BOUGHT MY PUMA BRAND NEW FROM OPTIMUM TWO YEARS AGO. I HAVE HAD THE ISSUES SINCE THE *** I TOOK IT. I HAVE HAD MULTIPLE RECURRENT ISSUES WITH OPTIMUM. MY WATER TANK FELL OUT ON THE HIGHWAY AND COULD HAVE KILLED SOMEONE. I HAVE HAD THE DOOR REPLACED TWICE. I HAVE HAD THE AWNING REPAIRED 5 TIMES. THE WINDOWS STILL LEAK. THE BATHROOM STILL LEAKS. THE CARPET IS STILL FRAID. THE CABINET DOORS IS STILL LIFTING. THE LIGHTS ABOVE THE RECLINERS STILL DON'T WORK THAT IS CLOSEST TO THE RECLINER. THE *** IN THE BATHROOM STILL DOES NOT WORK. THERE HAS BEEN A LEAK IN THE BATHROOM THAT HAS YET TO BE REPLACED. WHEN THEY REPLACED THE DOOR IT WAS NOTICED BY THE REPAIRMAN AND MY SISTER THAT THERE IS ABSOLUTELY NO INSULATION IN THE ****** THE NEW DOOR STILL DOES NOT WORK. THE WINDOW NEXT TO THE PULL OUT SOFA DOES NOT OPEN. THE STABALIZER ON THE DOOR SIDE OF THE ** IN THE ***** SHAKES AND STICKS AND OFTEN DOESN'T OPERATE.I CALLED PUMA DIRECTLY AND THEY SAID THEY HAVE ALREADY PAID FOR ALL OF THE REPAIRS AND THEY WEREN'T GETTING INVOLVED. IF I COULD FILE A SUIT I WOULD HAVE ALREADY AS BOTH PUMA AND OPTIMUM ARE AT FAULT. BUT BECAUSE THIS IS NOT A MOTORIZED VEHICLE THERE IS NO LEMON LAW.Business Response
Date: 05/03/2024
Please see attached.Initial Complaint
Date:04/17/2024
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 purchased an RV from Optimum RV of Ocala back on January 21st of this year. We were required to pay $450 for our unit's title and tag and were told they would be sent to our home address. It is now April 16th and we still have not received either the tag or title. We have tried calling them numerous times regarding this issue and no one will call us back.Business Response
Date: 04/22/2024
Please see attached.Customer Answer
Date: 04/23/2024
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:04/11/2024
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.
Purchased a travel trailer at their *********** location on 2/21 for cash and a paid off trade in. My temp tag expired on 3/21, so I cannot use my travel trailer. I was told the ***** location handles all of the title/registrations. I have left messages at least 5 times over the past three weeks and no one has ever called me back.I want the title and license plates sent to me ASAP. I also want a refund of any amount not spent from the "estimated Tag/Title/Registration" I paid in the amount of $548.50.Customer Answer
Date: 04/17/2024
Company completed title and registration and sent me the refund. Ok to close.Customer Answer
Date: 04/18/2024
Company completed title and registration and sent me the refund. Ok to close.Initial Complaint
Date:04/05/2024
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.
In December of 2023 we bought a brand new Cedar Creek 5th wheel from Optimum RV in ******** **. We have had multiple issues with this company. It took many phone calls and visits to ************ dealership to resolve a few of these issues. The main concern we have is the fact that, to date, we have no tag for the ******** has been 4 months now, and still no tag. We paid Optimum to process the paperwork for the tags. Optimum has given us temp tags, but we have reached are maximum allowable number of these tags. We have again placed numerous calls to Optimum. Interestingly, our calls go to voicemail, or we must leave a message with the receptionist. We do not receive return calls from Optimum. We are at a loss as to how to proceed with this and are asking for the help of the Better Business Bureau to secure our tags.Business Response
Date: 04/10/2024
Please see attached.Initial Complaint
Date:03/31/2024
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.
In November I purchased a 5th Wheel from Optimum RN in *********. The unit had work that needed to be done and a list was compiled and provided to the dealership. The unit had a bedroom weather strip that was damaged, the kitchen island was falling apart, several fit and finish pieces, dirty socks under the sofa, cleaning etc (list available). When I arrived to pick up the unit the facility drilled holes into the slide gasket metal thus damaging it and just tacking on the weather strip. The service manager **** and the assistant ****** (both of whom I understand no longer work for the dealer) were aware and agreed. The weatherstrip and metal mounting bracket were to be ordered. I was also told that I could have a mobile repair or I would be paid for making the repair myself. I did receive 100 ft of the wrong weatherstripping & am still waiting on the damaged mounting bracket. I have contacted Heartland and they have no record of the dealer contacting them. My unit was not newly inspected (it was from the previous owner expiring march 24) however on my way home the brakes stopped working on the unit. This could have been a life endangering event. If the unit was inspected this may not have happened. I was told I would receive money for an inspection, I did not. When I arrived home the kitchen island fell apart in transit, the dirty socks were under the sofa, the weather strips needed to be reordered from Heartland by myself and new ones sent. I have documentation of all of this. I also have a title with 3 duplicates that no one can tell me why so I need to contact my DMV. I have several messages, emails, and an employee willing to speak out to back my complaints. I was charged a $995 prep fee and nothing was prepped, I could have been killed when the brakes gave out and I have received nothing I was promised right down to an owners manual. I am not paying a fee for no service. I have given 4 months to make it right, I now request a prep fee refund.Customer Answer
Date: 04/01/2024
Hello
attached are some videos showing damage and some email correspondence to start
Business Response
Date: 04/09/2024
Please see attached.Customer Answer
Date: 04/12/2024
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. I want to thank **************** for all of her help.
Sincerely,
*********************Initial Complaint
Date:03/23/2024
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.
Dealer has not completed repairs on warranty issues despite having the unit over 6 monthsBusiness Response
Date: 04/01/2024
Please see attached.
Customer Answer
Date: 04/03/2024
Complaint: 21476449
I am rejecting this response because: RV was dropped off in November, not Dec . We were told several times camper was repaired, as of March 4th we still do not have a repaired camper or have been compensated for the loss of use , time spent trying to get this resolved and numerous trips and phone calls trying to get it fixed and repaired at the dealer.
Sincerely,
***********************Business Response
Date: 04/05/2024
Please see attached.
Customer Answer
Date: 04/08/2024
Complaint: 21476449
I am rejecting this response because: There is no original repair. There are several attempts by Optimum RV to repair the floor that has taken several months all while Optimum has had time to repair it and has not. The last time we were contacted by Optimum to pick up the unit it was pulled out of the repair shop and another s**** was definitely up and witnessed by the service technician/ manager. Also the technician scratched the vanity that was brand new by placing something on it during the repair. Still waiting on an inspection for water leaks as it was not winterized at Optimum Rv despite us notifying them before it was picked up for repair by Optimum RV. Freezer door has been scheduled for repair since July 2023. Still not fixed. This was supposed to be done immediately after purchase and was on the punch list. Not acceptable
Sincerely,
***********************Business Response
Date: 04/09/2024
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.