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:01/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded in my RV 38 days ago. I have already made 1 payment on the former camper that I no longer own, and the next payment was due today. **** of America was not notified by Optimum RV that they would be paying it off. They have no record of my trade-in at all--besides what I have called about. I have called Optimum 2 times about this issue prior to today, and 5 times today. They always have an excuse for not knowing anything about it. They say they will call me back, but never do. I cannot afford to pay 2 camper payments. Not paying on the camper I no longer own will result in a hit to my credit. I want my trade-in camper paid off before the late fee hits for my previous camper (10 days from today).Note: tag transfer has already been completed and I have received the registration for the new camper. The new camper's payment is due in 4 days.

  

  Business Response

  Date: 01/26/2024

  Please see attached. 

• Initial Complaint

  Date:01/15/2024

  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.

  Sold me a RV they did not even have. Then tried to get me to take one of lesser value than I had financed.The refund check for my deposit was returne ,not any good.They gave me run around for almost a month.Do not recommend them!!!!!Beware!

  

  Business Response

  Date: 01/18/2024

  Please see attached. 

• Initial Complaint

  Date:01/07/2024

  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.

  Defective Merchandise

  

  Business Response

  Date: 01/18/2024

  Please see attached. 

• Initial Complaint

  Date:01/03/2024

  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.

  We bought an RV from Optimum RV in *****, ** and have had problems with the unit since we bought it. It has been in their service department for almost half the time we have had the unit with the same problem ( Generator will not work / or it will work for about 20 minutes then cut off ).They keep telling us it is fixed and when we get it back and it sits for a few weeks and will not start again when we were trying to use it. we took one day trip and took our dogs. We left them in unit with AC on while we went to go eat. It was 90 something degrees this day and came back to generator turned off and our dogs almost dead. We have not been able to take any other trips in the unit as every time we go to use it the generator it will not work. They are now telling me that there was no LP but when we got it back from them the last time they filled it up so now we are thinking it may be an LP issue. The ****************** keeps telling us nothing is wrong but we do not understand why they are saying this as every time ( about 6 trips planned ) we were not able to go because it is not working. I have gone round and round with them and told them that if they think nothing is wrong then they need to buy it back from me as the only miles that is on this RV is going back and forth to the service department. The General Manager contacted us about a buy back and told us he would call us back and he never did and I have left several messages for him to call me. Meanwhile, we are paying monthly on this unit and have not been able to use it one time other than that one day trip which was a disaster.. We feel as if this unit is a melon and they are not trying to help us resolve this issue. All we have is time and money tied up with this and we need to come to some sort of solution as we do not want this unit back and we do not trust it. We bought this to strictly be able to take our dogs with us on trips and we cannot trust this unit as it almost killed our dogs.

  Customer Answer

  Date: 01/04/2024

  This is the Optimum RV in *****, ** , not Florida

  

  Business Response

  Date: 01/16/2024

  Please see attached. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21093414
  
  I am rejecting this response because:  Every-time we got the unit back you told us it was fixed so why did every time we go to use it the generator never worked?  The last time when you said it was out of propane we do not understand because the previous time it was in the service department the propane was filled and we had not used the unit.  So is there a propane leak somewhere??  This is our third unit we have had and have NEVER had these kinds of issues!  So, it's not like we do not know what we are talking about.   Your general manager gave us a price for a buy back, then when it came time to do so the price dramatically changed.  This is completely dishonest!!  Just goes back to customer service and how terrible it is.  Also, it took me a week to finally have the general manager call me back after leaving a message every day when he had called me and told me he would call me back in 15 minutes regarding the buyback price as trading was clearly not an option as expressed to the general manager, we do not want to deal with this Company any longer with all of the terrible experiences.  Your service department has had the unit for almost more than half the time we owned this unit, meanwhile we were never able to use it and paying monthly payments and insurance on the unit.  If customer service is important to you, you sure did not treat this customer well.  I would like for you to listen to the conversation that I had with the general manager about the buyback price if you record these conversations to confirm what he offered us as a buy back and make the difference up to us on what you bought back the unit for as i feel we have been completely taken advantage of and lied to.
  
  Sincerely,
  
  ******* & ***************************

  

  Business Response

  Date: 01/23/2024

  Mr. and *******************,
  There was only one repair made to the generator and that was the very first time that you brought it to our attention. We tested the generator for hours and never had any issues after the initial repair.  All other times we performed maintenance on the generator out of good faith since you stated that you were having issues.Had we found any issues we would have submitted it to the manufacturer of the generator and requested that they replace yours.  Your propane lines and hookups were fully inspected by multiple members of our service team, and no issues were found. We agreed to purchase the unit from you at an estimated quote of $70,000.00 to $75,000.00.That quote was based on the current market value. The second and higher quote was based on you trading the unit in. Our General Manager was approved to offer you between $80,000.00 and $85,000.00. He shared that figure with you despite us knowing that we did not carry the brand of RV that you were interested in so that you had options.  At this time, we feel that this matter is resolved as the $75,000.00 offer to buy the unit from you was accepted and the payoff has been processed. If you were unhappy with the offer, you could have rejected at the time the negotiations took place. We are sorry to hear that you were not satisfied with the service that you received from us. Once your matter was brought to the attention of our leadership team, we worked relentlessly to assist you in every way that we could. Unfortunately, the demand to purchase the unit back for a higher price,7 months after the date of purchase and no major issues found, was beyond our reach.
  Thank you,
  Optimum RV Management 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21093414
  
  I am rejecting this response because:  This just goes to show that your service department is awe full as well as your customer service.  We were not ever able to one time use the unit as each time we pulled it out as we had a trip planned the Generator would not work.  Like stated before, the only miles we had on the unit is back and forth from your service department.   I had to cancel every single trip we planned due to the Generator not working.  When we bought the unit, the Generator was not in the unit so this goes to show me that your service department had to put it in and obviously did something wrong and could not figure out what they did.   As far as the buyout, I have told you to go to your recordings as it was very plain your Manager offered to buy back the unit at " ****** to ****** " and you would be able to confirm if you listened to the conversation.  It was very clear.  We agreed because we wanted this over with and it was costing us money every day that your general manager did not call us back as this was a three week process.  Also want everyone to know that when I went to turn in the plate to the *** there was a lady there also dealing with issues from you.  What a coincidence!!  She was highly upset as well about your service.  I feel as if Optimum owes me the difference of what was originally offered as a buy back price and you can confirm by listening to the conversation.  If your General Manager was out of his managing jurisdiction, this is not my problem it is yours.  Also mighty funny how he was supposed to meet us with the plate to sign papers for the buy out but never showed up and we had to wait on the plate. 
  
  Sincerely,
  
  ******* & ***************************

  

  Business Response

  Date: 01/28/2024

  Please see attached.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21093414
  
  I am rejecting this response because:  As stated before, every time we went to use the unit, the generator would not start, so here we go back to the service department again!!  This is not our first RV and so it's not like we do not know how to use them.  I'm guessing you did not go back to listen to the conversation that took place on the offer your General Manager gave us?  If you listened to this recording, you would understand and realize what we were originally quoted as a buy back from your general manager.  Still feel as if Optimum owes us the difference.   I just want to get the work out that Optimum RV, lies and their service and sales are absolutely terrible.  Just do not want anybody to have to go through what we have with this Company.
  
  Sincerely,
  
  ******* & ***************************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Optimum RV sold me a unit with electrical problems and the furnace not working. I was told everything would be operational and it isn't. The sales manager refuses to make this right and fix the issue after promising a unit that is fully operational. I need help getting this resolved.

  

  Business Response

  Date: 12/21/2023

  ****************,
  Thank you for reaching out to us. We understand how frustrating it is when something is promised to be in working order and it appears not to be. We sent our Service Manager to you on Monday December 18,2023 to diagnose the issues that you were having with the electrical problems and your heater. We were pleased to discover that the unit was free from any RV related electrical issues and that your heater was functioning, we just needed to demonstrate how to use it. The electrician that installed your electrical box did not put the correct voltage causing you to have issues with the *** We are pleased that we were able to assist you in addressing this issue with the contractor and to be your support system through the process. We greatly appreciate your business and are here to assist you in any way that we can. Please reach out to our management team with any questions or concerns.
  Sincerely,
  Optimum RV Management
  

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21008428
  
  I am rejecting this response because:
  

  There was an issue that had to be fixed with my heat, it wasn't as simple as demonstrating how to use it. This caused extraneous expenses on my part with electricity. I would appreciate compensation for this. I agree that the electrical issue was due to the electric company not settling things up properly.  I appreciate your help with that.  

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

  

  Business Response

  Date: 01/03/2024

  *********, 
  Our service manager personally came to your unit on December 18,2023, to check the heating system because you contacted us and told us that it would not come on. He did fully inspect the heating system and turned it on for you while he was there and showed you how to do it in the future, that was part of his demonstration on how to properly use the system. The heating system did not need to be repaired when we came out as no issues were found. You did reach back out to our management team on December 21st questioning the amount of propane that the unit was using, and we explained the standard usage of propane for your RV. According to what you said you were using, there were no concerns as the usage was normal. Our **************** Manager did attempt to contact you on January 3rd for clarification on the extraneous expenses as this is our first-time hearing about it. If you would like to discuss this matter further with our management team, please contact us directly.
  

  Thank you,
  Optimum RV Management
  

  
  

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21008428
  
  I am rejecting this response because:

  Hello, the tech that came out did go under the rv and repair something with the furnace.  I know this because troubleshooting the furnace didn't work over the phone the previous day with one of the managers.  Also,  the manager stated he'd be reaching out regarding my microwave and potentially replacing it. I never heard back.  The costs incurred have been electric related due to the furnace not working.  If you called,  I didn't get a message. 

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

  

  Business Response

  Date: 01/04/2024

  ****************,
  You contacted us on Friday December 15th to make us aware of a potential issue with the furnace, we sent ************** and manager out to you on Monday December 18th after we were unable to troubleshoot your concerns by phone. The technician had to go under the unit in order to fully inspect the heating system but did not have to make any adjustments or repairs.  We will not absorb any additional cost as the furnace did not require any repairs. The electrical box being wired at the incorrect voltage is what caused your microwave to go bad, the contractor that installed the electrical box would be responsible for replacing your microwave. Our customer service manager called you twice on January 3rd and our service manager not only called you after the visit on December 18th but also spoke with you on December 21st. We are here to assist you in any way that we can, but at this time we do feel that we have gone above and beyond to assist you with your concerns, even though you purchased the 2009 Open Range with no warranty and accepted the unit AS-IS.
  Please let us know if you have any questions.
  Thank you.
  Optimum RV Management
  

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21008428
  
  I am rejecting this response because:

  A repair was made to the furnace, despite what you are saying. Otherwise the troubleshooting over the phone would have worked the previous day. The manager offered to give me information on the microwave and potentially offer replacement due to the challenges I have had with this unit. As discussed on a few occassions, the unit was signed as is, but the manage promised everything would be in working order.  I have a witness to this. The unit was promised to be cleaned and wasn't, the unit was supposed to have an opperating septic system and that needed repairs, there were problems with the furnace, and the stove has a missing part that has yet to be recieved. At this point I am being more than reasonable asking for compensation. 

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

  

  Business Response

  Date: 01/09/2024

  ****************,
  Troubleshooting anything by phone can be difficult but we always try that option first with appliances so that our customers are not without them for any period. We are always transparent with our customers and would disclose a repair, if one was completed. We quickly repaired or diagnosed any issue that you have brought to our attention despite you being over an hour away from our dealership. We understand the importance of having a working **,particularly when you live in it full-time, so we took each of your concerns very seriously and acted as swiftly as we could. The septic system worked fine;************** did leave the handles off the valves by mistake but once we installed new handles no other issues were reported by you regarding the septic system. The missing part for the stove does not prevent you from using it and it is on order. The issues with the ** have been minor and all your concerns have been resolved but the k*** for the stove and that is in the process of being resolved. The only major issue that you have had was the electrical issue and that was not the ** itself, it was the voltage coming from the meter that a contractor that you hired installed. However, we still sent our staff out to inspect the unit and helped you determine the cause of the power surge at no cost. At this time, we feel as if we have gone above the normal standard to see that your concerns were resolved. No concern to the ** that we have repaired would have costed you additional expenses resulting in compensation.
  Thank you,
  Optimum RV Management 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21008428
  
  I am rejecting this response because:
  

  There was a major issue with the septic system according to one of your managers,  it wasn't just simply missing valves.  According to the sales manager,  **** dollars worth of repairs were needed. 

  I Was informed that a repair to the furnace was made,  a simple one,  but still one needed to make it work. 

  The unit wasn't delivered cleaned as promised,  it was messy. All you guys told me was " never heard that before" didn't offer anything for this. 

  I was told the k*** would be here next day,  that was a few weeks ago.

  The manager stated he would at least give me information for a Microwave and didn't. He said he'd see what yall could do to help possibly replace it due to problems I've been having.  

  I do feel I deserve compensation for misleading sales, being lied to on multiple occasions,  and electric costs associated with the furnace not being operational.  Not to mention the stress of having to fight to get things done.  Because it wasn't until I called corporate that I got help. 

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

  Customer Answer

  Date: 01/10/2024

  This complaint was not resolved. The business was dishonest and did nothing to help me. Also, I have not recieved a response to my last message.

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new camper from Optimum RV in 2022. I had some issues and went to Optimum RV in June of 2023 regarding the issues with the camper that I purchased new that was less than a year old. Optimum gave me a few options regarding the issues, and ultimately we settled on trading in the camper and purchasing a another camper. Optimum agreed to give me what was owed on the camper when trading it in due to the issues, an even trade so I was not upside down, and was essentially starting over financing another camper. As part of this deal, Optimum was clearly paying off the other camper. No money would be added onto the price of the new camper. The camper was financed through Medallion. I am unsure where the disconnect between Optimum and Medallion was, but after Optimum paid Medallion, I am still getting a bill from Medallion for around $1,000. Medallion states that I owe the around $1,000 for the June and July payments because they didn't receive the payment from Optimum until August. We made the transaction in June. I do believe Medallion potentially made the error and gave Optimum an incorrect payoff amount, I'm not completely sure how it happened. Optimum is refusing to return my calls to help us or work with us to rectify the situation.

  

  Business Response

  Date: 12/21/2023

  ****************,
  Thank you for reaching out to us and bringing this matter to our attention. We sincerely apologize for this mishap. Our *********** finance department reached back out to ************** and received an updated payoff. We are issuing check number 844 for $1208.00 to **************. They should receive the check within **** business days. Please allow additional processing time due to the upcoming holiday. Again, we sincerely apologize for the payoff discrepancy and appreciate the opportunity to resolve this matter for you.Please let us know if you have any additional questions or concerns.
  Thank you,
  Optimum RV Management 

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OptimunRv Refund for my cancellation of maintenance plan because I was paid out my pocket for work I don't need a stud plan and they made me wait sixty for a refund that I haven't received yet need you to look into this company

  Customer Answer

  Date: 11/14/2023

  I call the National RV *********** and told me they send my refund to OptimumRv on September 11 2023 and i have heard anything from OptimumRv on they received the refund let know that have my refund National RV Care 

  ************ if there anything wrong why they heaving call to pickup my refund $14,545.00 check

  

  Business Response

  Date: 11/15/2023

  Mr. *****, 

  Thank you for reaching out to us. Our records indicate that check number **** in the amount of $14,547.04 was received and processed by ******************** on October 27, 2023. According to the stamp on the back of the check the funds were deposited into the account ending in 5875. 

  I have attached the check copy to the complaint with the **** line redacted for the safety and protection of our accounts. 

  If you have any questions or concerns, please let us know.

  Thank you, 

  Optimum RV Management 

  Customer Answer

  Date: 11/16/2023

  That check was note deposited to my accounted it  send to ******************** didn"t have my name on this check was ******************** noted my accounted I didn"t sign for this to go them I'm paiding them Loan $11409.99 and my payment $1047.91 a month I didn"t authorize them to take to get my refund 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20824829
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************** Clht

  I didn"t authorze for my refund to go to ******************** for when I'M paid them for Loan of $114091.99  each moth $1047.91 payment so my refund don't be long too them for payment when I'm payment month on my loan to them and it note in my accounted

  

  Business Response

  Date: 11/21/2023

  Mr. ******
  Thank you for following back up. We are not sure what you are trying to explain in the previous response, but we will be happy to explain how the refund process works. If you bought the warranty products outside of financing or if you paid the loan in full than the refund would go to you. If you financed the warranty products than the refund goes to the lender. It does not matter how many payments you have completed, nor does it matter how long ago you purchased the products, anything financed is refunded back to the lender and applied to the loan per an agreement with the lender. In your case the warranty was financed into the loan so therefore the refund was sent to the lender. If you would like to dispute this than you would need to reach out to *********************
  Please let us know if you have any questions.
  
  Thank you,
  Optimum RV Management
  
  

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -NEW camper 2022 Forest River XLR
  -Date of pickup 09-25-2023
  -Found significant water damage to unit on 09-27-2023, first day home
  
  I called the dealership explaining problem. Service could not get me in. Their communication was horrible. I eventually contacted the General Manager, which got the Service supervisor involved. He heard my complaints and said they would work on it. I did not hear anything back from 10-6 to 10-23. I had to call the GM and Service Manager back again as the service advisors wont respond or call back. 10-23 I drove to dealership on the way out of town to approach the GM in person and get problem resolved. He was not there. I called and left a message. 10-25 Emailed GM to let him know I was heading back through and would like to meet in person. I got response to talk to the service department which I did. Upon talking to service department they started going through all of the small insignificant problems I was having and not the real problem of the water damage. I then asked for the service records, at which time I found some of the superficial damage caused by the water leak was covered up and stated in the dealerships own service report (included in my attached files). At this point I was brought to the sales office and told to go look at new units (took a few hours). GM finally came back out and stated there was no way i was getting a trade or refund that they may be able to work something out if I upgraded because they already lost 15000 on the original sale. I was also told they are not required to tell me if there was damage prior to the sale. I was also told that he can not be blamed for a sale that happened before he was working of Optimum. (Again I am talking to the General Manager). Upon returning home I started doing a more detailed inspection and found a very large previous water leak that has cause rot on the roof. At this point i have made several more phone calls and emails with no response. More detailed report attached.

  

  Business Response

  Date: 11/17/2023

  Mr* ******
  Thank you for reaching out to us. We appreciate your
  frustration and assure you that we are taking your concerns seriously. Our
  primary objective is to assess the damage and establish a plan to repair your
  unit and return it to you as quickly as possible. We have you scheduled for
  Saturday November 18, 2023. Once we have the unit and can inspect the damage,
  we will have a better understanding of what we need and how long it will take
  us to repair your RV. We sincerely apologize for the difficulty that you have
  encountered attempting to communicate with us, you have our Customer Service
  Managers email and phone number, she will be available throughout this process.
  We hope to have this matter resolved quickly. If you have any questions or
  concerns, please reach out to our Customer Service Manager directly and she
  will gladly assist you. We appreciate your patience while we work through this
  matter.
  Thank you,
  Optimum RV Management 

  Customer Answer

  Date: 11/17/2023

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

  Thank You for your response. I will respond accordingly once I see how the process proceeds. I do not wish to close out the complaint at this time. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 11/21/2023

  Mr. ****** 

  Once a response from a consumer is submitted to the Better Business Bureau, we have a limited number of days to respond. We do not have control over the time frame allotted to us. To our knowledge, there is no way for us to keep the complaint open until the matter is fully resolved. Our obligation is to present our resolution to our customers through the Better Business Bureau and at that time they either request additional information, wait for the customer to say whether they are satisfied with the resolution or close the case as answered. Each time you respond to our response that does keep the case open temporarily but at some point, it will be closed by the Better Business Bureau. We are working with you directly to handle this matter as quickly as possible. 

  Thank you for your patience and our Customer Service Manager will be in contact with you soon. 

  Sincerely,

  Optimum RV Management

   

  Customer Answer

  Date: 12/29/2023

  I have now come to an agreement with this company and they are making good on this mistake. Once I was put into contact with ******* at Optimum she communicated much better and helped push an agreement through. 

  Customer Answer

  Date: 01/03/2024

  I have now come to an agreement with this company and they are making good on this mistake. Once I was put into contact with ******* at Optimum she communicated much better and helped push an agreement through. 

• Initial Complaint

  Date:10/19/2023

  Type:Billing 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.

  This is my second complaint about them. Now they took my park model to be repaired in may and returned in September. This is what I live in in the winter so my stuff is in it. So they did a great job fixing it. But they either left it on locked out side or someone in the shop stole my expensive air fryer, crockpot, insta pot, my sewing kit, my fan, my bag I keep my frozen food when going shopping my toaster, my kitchen garbage can my modem from spectrum. Just want to be reimbursed for my stuff I am retired and on a fixed income. Thank you for your time

  

  Business Response

  Date: 10/23/2023

  Mrs. *****
  Thank you for reaching out to us. We understand how
  frustrating it is when theft happens. We do our best to secure our lot and we
  take extra preventive measures to secure each unit that is in our possession.
  Unfortunately, even with our security measures in place theft still happens
  occasionally. We strongly advise our customers to remove/secure any personal
  items in their unit before leaving it with us. We have lot postings stating
  that we are not responsible for lost, stolen or damaged items in addition to signed
  disclosures from every customer to ensure their acknowledgement of our policy. Again, we sincerely apologize that this
  happened to you.
  We did encourage you to make a police report so that
  you can file a claim with your insurance company. 
  Please let us know if you have any questions or concerns.
  Sincerely,
  Optimum RV Management 

  

  Business Response

  Date: 10/30/2023

  Mrs. ***** 

  Your RV was not left unlocked while it was in our possession nor was it unlocked when you came back to Florida. We have gone above and beyond for you, as we greatly appreciate your business. Unfortunately, we cannot be held accountable for the lost or stolen items. 

  Thank you, 

  Optimum RV Management 

  Customer Answer

  Date: 10/30/2023

  I don’t agree if it was locked up how did my stuff get stolen makes no sense. Clearly no conscience you know what happened. You will never have my business again I also blame myself doing business with you. There are three people right here that have done business with you and gave you a bad review and they have told people not to do business you. To bad I didn’t know sooner. I wish you well on your business 

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used motorhome from Optimum RV in May of 2022. It was in really good shape but had many small issues that I had to keep calling and pestering them to fix. The motorhome kept going back and forth into their garage for repairs. I did get to use it for three weekends before the engine blew. ***** H***** the manager assured me they would help with the labor costs since I had such a hard time with them and getting the motorhome to be used safely. It took a year to get the motor up and running due to parts being unavailable. I kept ***** posted every step of the way on the progress. ***** never stated an amount nor did I have anything in writing, only some text messages, and his word that we shook hands on. When the time came and I asked ***** to help out he was either conveniently fired or quit, no explanation and Tiffany didn't know why, only that she would hire him back if she could. I then contacted Tiffany An**** who said she would discuss it with her higher-ups. Denver B*** one of the higher ups said "I’ve read your complaint and I’m sorry to hear of your troubles. I will review it tomorrow and find a resolution within a day or two. Thanks for emailing me". She was to get back to me on a Tuesday. Well on Wednesday her answer was "Since I didn't have an exact money figure they couldn't help me". I've put all my money into this motorhome and made all the payments to use it three times, canceling trips for the summer with my family. The motorhome is ready to be picked up but I am short on the money. Please don't believe anything these people tell you unless you get it in writing. Before I purchased the motorhome the salesman man Jahlil E**** who verbally promised me that the motorhome would be as good as new when I picked it up, was also conveniently let go. Beware of them and get everything in writing or it will come back to bite you. Very dishonest people. They will tell you whatever you want to hear to make a sale.

  

  Business Response

  Date: 10/19/2023

  Ms. ********
  Thank you for reaching out to us. Our records indicate that you purchased a 2006 Fourwinds on May 16, 2022. We are not sure when you first experienced issues with the engine because we have no records of the failure but at the time of purchase, we did offer you warranty coverage that you denied. That coverage would have protected you in the event something like this happens. We sold you this unit AS-IS with no warranty or guarantee from the dealership. At the time of purchase the 2006 Fourwinds was 16 years old. However, the 2006 Fourwinds had no signs of engine failure at the time of your purchase.  You did speak with our Customer Service Manager, Tiffany, who asked for documentation from ***** since he is no longer with our company.  She requested the documentation because we stand behind our word and would have honored anything that ***** previously promised. You did share previous text messages but nothing regarding engine failure. You stated that the agreement was verbal and that he agreed to cover labor cost. The text messages were all regarding missed phone calls or scheduling of future phone calls, nothing more. Our senior management team did investigate this matter and exhausted all options for assistance with the engine failure. We always look for ways to assist our customers and offer protection plans at the time of purchase to prevent major expenses later. We know firsthand how expensive RV repairs can be. According to the estimate that you sent us from Speegle's Automotive & Truck Repair LLC, the repair was completed on September 19, 2023, that is 1 year and 5 months after the date of purchase. We un****tand that this is a major financial burden on you, but we cannot be placed at fault as the RV was purchased AS-IS, more than 1 year ago. If someone from Optimum RV promised you compensation or financial assistance, we would have gladly honored that promise, however we did need proof of the promise.
  If you have any other questions or concerns, please let us know.
  We appreciate your business.
  Sincerely,
  Optimum RV Management

  

  Business Response

  Date: 10/23/2023

  Ms. ******** 
  
  We have no problem standing behind what you were told. However, we do need documentation showing that you were promised assistance on the cost of a repair to your RV.  Without that we cannot assist with the cost. 
  
  Thank you, 
  
  Optimum RV Management 
  
   

  Customer Answer

  Date: 10/23/2023

  I'll see you in court. ***** has told me he passed all information on to you. We shock hands on this, it's a verbal binding contract.