Complaints

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

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  Optimum RV

  7400 S US Highway 441 Ocala, FL 34480-8010

  
• 

  Optimum RV Zephyrhills

  3334 Paul S Buchman Hwy Zephyrhills, FL 33540-6548

• 

  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

  

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:03/17/2024

  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.

  After doing a credit application online salesman ******* called me and we talked for almost 2 weeks otp and he assured me $1000 down and less then $200/mo was possible and so I took time off work to make the over 70 mile trip. I set myself up when I told him I knew absolutely nothing about finance. Everything from transport, insurance, downpayment, early pay off, detailing, cash on delivery was a complete lie. I had no idea what he was telling me was not what I was signing. I thought I was being financed for $16,000 after $1500 down $360/mo payments and a few grand payments at the beginning of each year I would be paying them $22,000 in about 5 years. I spent over 4 hours that day as he went back and forth with finance 'fighting' for my low interest rate. Their office closed at 7 and I had a 2 hour drive home. It was almost 8pm now and the excitement and suspense was killing me so yes I initialed 25 papers quickly trusting it was what we talked about for hours that day multiple times otp over two weeks. I thought this was a professional business not liars and thieves. The next morning I called US Carriers and they gave me a quote of $450 to ******** $140. Insurance was double what he said. Im getting nervous now because I already paid an extra $500 down and 3 weeks till the almost doubled payments start. So I call. And got a completely different person now. Rich isnt my friend anymore. Feeling robbed I look at my Optimum RV folder the last papers show outrageous figures of $42,000 $22,000 totaling $70,000 and 180 months. I had to ****** it, thats 15 years. ******* never answers the phone again and a sales manager calls and talks to me like im as stupid as I feel and tells me I signed the contract its done how do I think they make money. My mom calls finance and they tell her if we dont want the ** they will treat it like a repo, my credit will take a hit and literally chuckled at my $1500 being returned. This is the very next morning, the ** hasnt left their spot.

  

  Business Response

  Date: 03/29/2024

  Please see attached.

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21446794
  
  I am rejecting this response because: Since the complaint was filed I have spoken with ***** from GA who offered to take off 7 payments which I respectfully declined since I know now it must be writing and this whole ordeal has consumed my life since 03/13/2024. She then told me I would not be getting my downpayment back because of storage fees then changed it to detailing fees. I actually began to cry and she told me she would have to talk to her bosses jus like the last woman ******* from customer service did. "This is how finance works" and she was pretty upset I said was lied to. Her staff can not lie when it's in black and white. And basically bullying me with legal terms as if I should be happy it's the down payment they will keep and not $70,000 I signed for. I sent my cancellation request in writing on 03/13/24 then waited almost two weeks from a response ******* when ***** called. 03/29/24 this BBB response is the same as the one they told me on the phone. Wait until Monday. They did not have any patience when I was fooled into signing something blindly. Quick false explanation for every page instructed to sign here, initial here. Now this company wants patience. The deposit amount on this contract $4706.00 and was taken immediately. They are very cold, unprofessional people with 'big finance money' what exactly is the hold up? This company has done nothing for me to owe them and I need the money back.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/09/2024

  Please see attached.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21446794
  
  I am rejecting this response because: I had tons of questions and they were answered with complete dishonesty and deceit. I did not feel unsatisfied until I actually saw what the contract said and the true figures came to light. I was never even approved on the credit application in the first place I received that letter about a week ago so how did ******* even obtain my number to sell me the dream in the first place? Attached is emails from your customer experience director who flat refuses to provide me with any senior management contact information. First I was told I would not be refunded then asked to verify my mailing address for a refund. Next a  manager from the ***** office called and asked for my new debit card info to return the money. This company has proved over and over again it's untrustworthy and there's way in the world I would give that information so now that I would not provide my new card info a paper check is not possible. I filed a dispute with my bank before y'all changed your mind about the refund and they know every detail even about the newly decided refund. Once the refund is issued the dispute will be cancelled but now ******* quickly responded she can not issue a refund if a dispute has been filed. She did not discuss this with the unidentified senior management just like optimum RV did not 'cancel' any loan. I've spoke with Aqua finance and they never received any paperwork on any loan for me. Leaving at 8pm and verbally cancelling by 11am the next morning leaves 3 business hours so the so called work and loan was never performed. Management makes it sound very good but it's still a big run around for a single woman with less than average credit targeted by this company and it hasn't stopped yet. The BBB response sounds good but it's not the case and I have been told yet again I will not be refunded.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/15/2024

  Please see attached. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21446794
  
  I am rejecting this response because: the response says please see attached but there's nothing attached..
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/16/2024

  She told me all of that but the bank told me to have her provide proof of the refund before I cancel the dispute because I would most likely be waiting on a check that never arrives. She refuses to do so. I told her about the dispute as soon I sent the cancellation card letter, I was not trying to be double refunded at all. I informed her immediately a long with the letter. So the nicely worded responses is not how it happened. They have treated me as if I am stupid since the day after I left ***** and I can agree I should of researched these people before assuming they were trusted professionals. This company does not use legal tactics and they extremely rude and heartless once I took the bait. I would also like to add ******* told me she would have a letter stating a refund would be issued once the dispute was cancelled by Monday 4/15 and big surprise she never sent that either. Funny how through their contract they are covered even with a promise not to sue ****** but refuse to provide anything to the consumer. 

  

  Business Response

  Date: 04/16/2024

  *******, 

  The requested letter was attached to our response on 4/15 prior to the end of business as promised. 
  We have attached it again. 

  Thank you, 

  Optimum RV Management 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21446794
  
  I am rejecting this response because: the letter is not dated or signed by a witness so I'm sure there's some type of financial legal c*** the company has to void it when the check never arrives. I'll wait on the bank as I was advised. Thank you. Bottom line, they don't conduct business properly and if wasn't for the BBB and other complaints I would never have been offered the refund and they have ways around everything example being  how she is trying to say I wasn't lied to. I was and the denied application was dated 03/06/24 after I submitted it online, it was not denied because you so called cancelled the contract. It was the original response to my application and the salesman knew I was no where near approved for $200/month payments from the start. I can't make it sound as good as the financial expert but the bottom line is I won't let them get me twice. Horrible people, whatever you do READ ALL 30 PAGES CAUSE ITS NOT WHAT IT SEEMS. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2024

  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 new RV with a trade-in and five thousand cash. The purchase agreement included Optimum RV paying off the existing loan on our trade-in. The date was scheduled two weeks from the purchase agreement to drop off the trade-in and pick up the new unit. Optimum RV postponed drop off and trade-in by nearly a month. We spoke to a sales manager regarding concern over the payoff of the trade-in. He said that he would see what he could do to keep me from being impacted by their delay. We never heard from him again. One month after dropping off the trade-in and picking up the new unit and two months after signing our purchase and payoff agreement, Optimum has still not paid off the loan on the trade-in. We've called several times and left messages with no return calls. Now my credit score has been impacted by -90 points and now the loan on my trade-in is considered delinquent.

  

  Business Response

  Date: 03/21/2024

  Please see attached.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21430723
  
  I am rejecting this response because:  Optimum was given $5,000 cash and a date scheduled for delivery.  Optimum missed the delivery date as they were not able to get the new ******** in time.  We did express our concern that the amount of time it was taking them to prepare the ** for delivery it was also approaching the due date for our first payment.  Never we're we told that we needed to keep making payments on our old ** while also paying for the new one. Seems Optimum needs to either improve their time-frame for delivery on new **'s or disclose to their customers that they might have to pay for two **'s until Optimum is able to make delivery.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/27/2024

  Please see attached. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21430723
  
  Send letter to the affect that we had signed paperwork to trade in an RV financed through Vystar for the purchase of new larger RV on January 6th with an expected closing of the deal on January 20th.  But due to delays in parts needed to make the new ******** for delivery, the closing and payoff was unexpectedly delayed.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/01/2024

  ****************, 

  Attached you will find the request. 

  Thank you, 

  Optimum RV Management 

• Initial Complaint

  Date:03/11/2024

  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 put a down payment of ****** and financed the rest for an ** in December 2023. We picked up the ** on December 29th and have already made three payments on the ** but have NOT yet received our permanent license plates. We contacted ********************** *********** serval times and we keep getting the run around. We have also left messages and sent emails and every time we are met with road blocks. We have contacted are local **************************** and as of March 8, 2024, they have no record of the vehicle being purchased in Florida. We have had two temporary license plates and the second one has already expired. The resolution we are seeking is for Optimum RV to fix the license plates issue so the *********** can issue our license plates as soon as possible.

  

  Business Response

  Date: 03/22/2024

  Please see attached. 

• Initial Complaint

  Date:02/28/2024

  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.

  On October 30, 2023 I entered into an agreement to sell my travel trailer on consignment with Optimum RV in *****, **. The trailer was transported from my property on 10/30/2023. On January 26, 2024, I was advised that my trailer had a pending offer and Optimum RV requested the original title to assist them in speeding up the paperwork for the sale transfer. I drove 120 miles, round trip to give them the title. It's February 28, 2024 and I have still not receive payment for selling my rig. Now, I am not getting any response to the numerous telephone calls I have been making to Optimum RV in *****, **.I don't know how to either get paid for my trailer or to arrange transport to get it back.

  

  Business Response

  Date: 03/08/2024

  Please see attached.

  Customer Answer

  Date: 03/18/2024

  My complaint has been resolved by Optimum RV. Thank you for your assistance 

  **************************;

  Customer Answer

  Date: 03/18/2024

  My complaint has been resolved by Optimum RV. Thank you for your assistance 

  **************************;

• Initial Complaint

  Date:02/26/2024

  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 have been trying to get Optimum RV to send my Loan Company ******************** my prorated refund check which should be around $7800.00. I canceled my Vehicle Protection ********** Protection Plan September 9, 2023. I know from talking to the National RV Care #************ the check was sent out and cashed by them the following week.I have called ***** and *** both managers in accounting 20 or more times, no return call's nothing. We have even gone up to talk about the problem, they say it is a accounting mistake and the ************ should received the check 4 weeks ago. Still nothing, I hope you can help!

  

  Business Response

  Date: 03/08/2024

  Please see attached. 

• Initial Complaint

  Date:02/22/2024

  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 trailer. I paid cash.Now I am having trouble getting my title so I can register the trailer

  

  Business Response

  Date: 02/27/2024

  Please see attached.

  Thank you!

• Initial Complaint

  Date:02/15/2024

  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 put 5k down on an rv on january 8. They were supposed to have it ready to drive we drove it 2 different times and it was broke down both times. Calls a third time and it still was broke down. Engine light on. So 6 weeks later nothing. Endless calls and lies They said they would refund my money to my cc. I called cc they lied again. Please help me get my money back. These are very dishonest people.

  

  Business Response

  Date: 02/22/2024

  Please see attached. 

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12-23-23 we signed papers with optimum for a 2021 Retreat after further inspection we found major problem with slide that was not told to us before then ***** said that part was on order. Optimum proceeded to send paperwork to credit union and collect money for a unit we did not have. 1-6-24 went and looked at slide it seemed ok broken fiberglass needed to be repaired told this would be done. 1-9-24 went back to Optimum no phone calls nothing had been done and on further review vasoline had been used to make the slide work previously was told ***** would call us No phone calls on 1-13-24 contacted Optimum customer service explained situation. 1-15-24 ***** called deal would be unwind would call us when done no calls from him as of 2-5-24. 1-26-24 received call from customer service credit union would be notified and a check issued to them. 2-5-24. Credit union called us looking for payment they said optimum only asked for payoff have not received a check We just want this bad experience over with we have owned numerous rv and this has to be our worst experience ever

  

  Business Response

  Date: 02/13/2024

  Please see attached.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2016 RAM Roadtrek 11/18/2023 Vehicle was advertised as having solar panels and screen package.Drove 3 hours from Lantana to find that the vehicle had neither. I was going to leave when the ** (*****) told me they would "make it right.". I test drove and purchased it receiving written confirmation that the dealership would install solar & screens. I would not require delivery until after 12/4.I went to ** to see family and was assured by *********** (*****) that the vehicle would be ready when I arrived on 12/18. (one month from purchase)He picked me up at the airport and we arrived at the dealership at around 1 p.m. They had JUST begun work on the solar panel installation when we arrived.The screen package was not even ordered stating they were "awaiting more info from the customer." I was available via phone, text or email the entire time I was in **.They paid for me to stay in a motel on the 18th.They were still working on the van until 6:30 p.m. on the 19th so I booked into another hotel for the night at my own expense.I returned to the dealership 12/20 for the final walk through prior to taking the delivery. I asked to see the inspection checklist they used to go over the vehicle prior to releasing and "they couldn't find it." (I did obtain a copy of a blank one).I did not realize the vehicle was plugged in and hooked to city water during the walk-through.I have the ** for the screens indicating they were due in within "4 to 6 weeks". After getting back to Lantana, I filled up the clean water tank to discover it has a leak. The batteries were not charging as well so I paid over $400. for a technician to come diagnose the causes. Both issues are being repaired by a RV service technician in Stuart.I contacted Optimum Feb 1, and again on the 2nd. to check on the status of the screens and was told they still don't know when the part will arrive. No expected date. I have been deceived and disrespected throughout this process.

  

  Business Response

  Date: 02/04/2024

  Please see attached

  Customer Answer

  Date: 02/13/2024

  On Feb. 1, Optimum RV stated they would send me a check and I have not received it.  I reached out to them today asking the status and they have not responded. 
  Please assist me in seeing that they follow through on the resolution to my complaint.

  Thank you, 

  ****

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21233724
  
  I am rejecting this response because:On Feb. 1, Optimum RV stated they would send me a check and I have not received it.  I reached out to them today asking the status and they have not responded. 
  Please assist me in seeing that they follow through on the resolution to my complaint.
  
  Thank you, 
  
  ****
  
  
  Sincerely,
  
  ******************************

  Customer Answer

  Date: 02/14/2024

  Good afternoon, 

  I received the check from Optimum RV today (Feb. 14th.

  Thank you all so much for your assistance with this very, very frustrating and disappointing matter.

  Sincerely,

  ******************************

  

  Business Response

  Date: 02/15/2024

  Please see attached

  Customer Answer

  Date: 02/15/2024

   
  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.
  

  Good afternoon, 

  I received the check from Optimum RV today (Feb. 14th.

  Thank you all so much for your assistance with this very, very frustrating and disappointing matter.

  Sincerely,

  ******************************

   

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

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising 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.

  11-30-2023 Purchased a Tiffin Class C motor home.The agreement was they would provide title and registration information to My county Hardin, in ***** so I could register and title the motorhome.To this day I am still waiting for the information and the temporary tag for the machine expired on 12-31-2023. I have been calling the dealer and getting transferred to someone else and eventually getting disconnected. I have not been able to talk to anyone who could help me with my problem.I call back and no one answer the phone after operator transfers me.vin # ***************** I will befiling a complaint to Florida AG fraud division.

  

  Business Response

  Date: 02/04/2024

  Please see attached