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:08/14/2023

  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 2023 KZ Durango in August of last year. 37 days after that my air conditioner went and It was just replaced in July and it still doesn't work properly. The control panel doesn't work and now none of the electric is working. I have made multiple calls, get calls back sometimes, say they will come fix and never show up and never call back. I wrote a bad review and got a call back. This has been the worst experience of my life. Now I am paying for a camper yo sit in my yard with a fan on a lead so it don't get mildew. Please help me get this fixed so that I can rent it out. I bought it to live in it for 2 years to save money. I had to stay with my sister because it was impossible to stay in with no A/C and ended up buying a house. I have got nothing but a run around every time I contact them. I then wanted to trade it in so they could keep it and fix it, I was told a general manager would contact me and that was weeks ago. I am to the point that I just want them to take it back. I have been paying monthly for something I can't do anything with. I traded in $16,000 worth of campers for this. I have already taken a loss.

  

  Business Response

  Date: 08/15/2023

  Ms. **********
  Thank you for reaching out to us. We understand that it is
  frustrating to purchase something new and it malfunction within a short period of
  you owning it. However, once the concern was brought to our attention, we
  immediately contacted the manufacturer and followed their instructions on a
  resolution. You did experience delays and those were out of our control. We
  ordered the AC once the manufacturer approved it to be replaced and like
  yourself we waited for the new AC unit to arrive. Your unit was made a priority
  for repair once we received the AC unit. Our lead technician reached out to you
  to troubleshoot the additional concerns and our General Manager is working with
  you to help you sell the RV. Again, we understand your frustration and are here
  to support you during this time. Please continue working with our General
  Manager and Customer Service Manager.
  We greatly appreciate your business and will see that your
  concerns are resolved.
  Sincerely,
  Optimum RV Management
  
  

• Initial Complaint

  Date:08/14/2023

  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.

  On July 5th I went into optimum Rv in Ocala Fl and was told I qualified to receive financing for a motorhome. I ended up leaving a $2,500 deposit on an Rv that evening. I shortly after leaving decided it wasn’t what I really wanted. By the time I left it was after hours so I couldn’t cancel the order till the very next morning. As soon as they opened I called and cancelled and an email was sent by Deborah confirming. I was then contacted and told I could not have my deposit back. After over a week of trying to get ahold of Ricky, the finance manager, he finally took my call telling me the Deborah was not allowed to refund my money. He agreed to give back $2,000 of my money and no more. I would like to receive my full deposit back seeing as how I did not purchase anything from them, and wouldn’t have been able to in the first place! A couple of weeks passed and I received 3 denial letters from 3 separate banks saying I was denied each time for a loan for a motorhome!

  

  Business Response

  Date: 08/27/2023

  **********
  Thank you for reaching out to us. We understand that our
  potential customers can change their mind before finalizing the deal. However,
  the deposit secures the RV and removes it from our available inventory
  selection preventing any other potential buyer from inquiring about or
  purchasing the RV. We also start our prep for delivery process, which cost us
  money.  We only withheld the amount of
  money that we had invested into your potential purchase, all other funds were
  refunded to you. We will be refunding you the $500 that was withheld from the
  deposit due to your prompt attempt to notify us of your choice to not move
  forward. Please allow 7-10 business days to receive the credit. You were denied
  by several lenders, but we received an approval from *** bank. Had you
  decided to move forward we secured financing for you to do so.
  If you have any questions or concerns, please contact us
  directly.
  Thank you for the opportunity to earn your business.
  

  Best regards,
  Optimum RV Management

  
  

• Initial Complaint

  Date:08/14/2023

  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.

  I picked up my 2023 Kodiak Dutchmen from you on 07/08/2023. The day we picked it up numerous things were wrong with it. There is a key code door lock and we were told to google it to learn how to use it. I gets worse from here, much worse. It rained on 07/15/2023 and we discovered a leak in the roof in the bathroom. Water would fill into the overhead light then start dripping on the countertop. Called Optimum Monday morning ti get it in right away and fixed. They had it Tuesday-Saturday and did nothing but try to submit something a test under warranty. They said they could not duplicate the leak yet EVERYTIME it rains the roof leaks. During this week nobody even called me to update me. I finally called on Friday and they said we could pick it up the next day but no work was done. Wait it still gets WORSE.
  
  After 10 days of nobody following up with me I finally called like 20 times until someone finally talked to me. Nothing still. They said the are waiting for approval to do a test yest every time it rains the roof leaks. I left 9 messages for managers and no return call, left 1 message for Danny the service manager and no call. I made 52 calls since 07/21/2023 and have had 2 return calls from service Mike with no resolution. No follow up again so I called on 08/08/2023 and talked to Mike and he said he got warranty approval but he could give me all the information because someone is in the ticket. He said he would call me back. I specifically asked for him to give me a call the next day with an update which would be 08/09/2023. Guess what, No call on 08/09/2023, 08/10/2023 either in the meantime my roof on my BRAND NEW camper is leaking.

  

  Business Response

  Date: 08/26/2023

  *****
  Thank you for reaching out to us. We understand how
  frustrating it can be when your RV leaks. However, it does happen even on brand
  new units. We did try our best to duplicate the leak and we could not. We did
  ask that you bring it back on either Monday August 21, 2023, or Tuesday August
  22, 2023 and you were unable to bring the unit in due to your work schedule.
  You followed up with our Director of Customer Experience and told her that you
  contacted the manufacturer, and they referred you to a mobile technician that
  would come to you and help resolve the issues that you were having with
  leaking. You also stated the mobile technician did find the spot and did a
  temporary fix to stop the leak. Again, we are very sorry that we were unable to
  locate the leak and that you were having a difficult time reaching us. We are
  not sure why you were unable to get through to us, giving the number of
  attempts that you made. Since this is a new RV, the manufacturer will be
  responsible for any reimbursements for the repairs to the roof that you have
  paid out of pocket. We will continue to work with you on getting the warranty
  cancelled as promised. If you have any other questions or concerns with your
  RV, please let us know.
  We greatly appreciate your business.
  Sincerely,
  Optimum RV Management
  

  

  Business Response

  Date: 09/04/2023

   *****
  Thank you for working with our General Manager and Customer
  Service Manager to resolve this matter. We have you scheduled for Monday
  September 4, 2023, at 9:00 am to finalize the trade out process. We truly
  appreciate your patience and understanding while we worked on a satisfying
  resolution. We hope that you love your new RV. If you have any additional
  questions or concerns, please reach out to our Customer Service Manager
  directly.
  We greatly appreciate your business.
  Sincerely,
  Optimum RV Management
  
  

  Customer Answer

  Date: 09/05/2023

  
  
  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 would like to close this claim as Optimum RV has taken very good care of my wife and I and have resolved our problem. 
  
  Sincerely,
  
  
  
  **** ***********

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold our RV to their Desoto, MO location, the title has been changed to their name, but we have yet to receive our money for it. They keep coming up with excuses as to why we’ve not gotten it. Todays excuse is that the owner of the company had to leave the office on an emergency and didn’t sign the check.

  

  Business Response

  Date: 08/15/2023

  Mrs. ******** 

  Thank you for your patience while we processed the payment for the RV that we purchased from you. We do have an internal process for which our payments are processed, and they do come from our Ocala location. This process is handled by only a few people and sometimes unforeseen delays do happen. We are happy that you received full payment on August 14, 2023. If you have any questions or concerns, please let us know. 

  Thank you for your business. 

  Sincerely, 

  Optimum RV Management 

  Customer Answer

  Date: 08/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:07/27/2023

  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.

  Purchased 2016 Montana fith wheel on 5/26/23. Items needing repaired were listed during walkthru. Items needing repaired on list were not repaired prior to delivery. Outside lights not working when transported as well. Fith wheel purchase price 56066.41.I was not provided time to read documents, only told sign here, here, here, and here. Have reached out to business many times, repairs not done nor attempts to make repairs. Many complaints and or bad reviews of business made from other consumers.

  

  Business Response

  Date: 08/07/2023

  Ms. ******* 
  Thank you for speaking with our Customer Service Manager
  regarding your concerns. You bought a used 2016 Montana. We try our best to
  prepare these units and have them in the best possible shape before our
  customers purchase them. However, we cannot fix every cosmetic flaw on our used
  inventory. If our customers find imperfections during the walk through those
  items are notated and if the customer wishes for us to repair them, we either
  approve or deny before moving forward with the finalization of the purchase.
  Those items are also placed on a form that we use internally called the WE OWE.
  This form is shared with the customer at closing to make sure that we all agree
  on what is owed if anything. The signed copy of your WE OWE shows that we did
  not owe you any additional repairs. We did attach a copy of your WE OWE. The ice
  maker on the refrigerator was not plugged in because you do not have a
  waterline, the light in the living room did not have a globe, the exhaust fan
  in the living room needs to be diagnosed and the ladder on the back needs to be
  replaced. These items do not prevent you from using the RV and do not pose a
  threat to your safety. We are more than happy to fix these items for you, but
  you will need to bring the RV to our dealership for us to diagnose and order
  parts. We greatly appreciate your business and are here for you when you are
  ready to move forward with the repairs.
  Sincerely,
  Optimum RV Management
  
  

  Customer Answer

  Date: 08/09/2023

  I guess I missed this document. Since paperwork was not gone over with me I missed seeing this. It was slipped in back of rest of documents. I realize I should have read before signing, I was distracted by professional salesman.I still beleive it is not good business to treat customers like that. 

  

  Business Response

  Date: 08/14/2023

  Mrs. ******, 

  All of the documents were handed to you and gone over at the same time. Again, we understand that there are several documents provided at closing and we also understand that you do not feel like the process was handled professionally. We respect your feelings and sincerely apologize. We are still more than happy to assist you with the repairs. Please contact our Customer Service Manager when you would like to move forward. 

  Sincerely, 

  Optimum RV Management 

• Initial Complaint

  Date:07/13/2023

  Type:Billing 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.

  Details:
  Purchased a fifth wheel camper on 7/18/23
  4 walk through appt missed by dealer
  Communication lacking and no approval of what work is being completed on our customer owned and insured rig.
  Parts on order but no communication of what is wrong with camper
  Misinformation and lack of customer service
  Asked to cancel and have breached contract due to no delivery of product or rig
  Corporate complaint-no response
  Sales Manager-does not call back-Christy
  General Manager lack of knowledge on purchase date/ details and follow up pending
  Additional expenses endured due to rig is a second home for husband working out of town includes hotels, gas to drive to dealer twice(2 hrs. away), and taking off of work. Continue to stay in hotel due to rig not ready with little to no information for delay.

  

  Business Response

  Date: 07/23/2023

  Mrs. **********
  Thank you for reaching out to us. We sincerely apologize for
  the delays in getting your RV repaired. The delays were due to us having to
  wait on parts; I assure you that we share the same frustration. Unfortunately,
  some delays are out of our control and parts is one of them. We are happy to
  know that as of July 19, 2023, your RV is back in your possession and all
  concerns have been fully resolved.
  If you have any questions or concerns, please contact us.
  We greatly appreciate your business.
  Sincerely,
  Optimum RV Management 

  

  Business Response

  Date: 08/03/2023

  Mrs. **********
  We sincerely apologize for not addressing your concerns regarding
  customer service and communication. We have addressed your concerns with our
  leadership team and ensure you that your feedback will be used to enhance our communication
  with our customers moving forward. We never want to sound as if we are giving an
  excuse to our customers, but we have had several unexpected changes in our
  service department that has altered our normal way of doing business. We are thankful
  that we are getting back on track and cannot thank you enough for your patience while
  we worked through this difficult time. 
  We greatly appreciate the time that you took to bring these concerns to our
  attention. 

  Sincerely,
  Optimum RV Management

  
  

  Customer Answer

  Date: 08/07/2023

  
  
  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; and caution buyers to be aware while making a selection of where to purchase a camper.
  
  
  
  Sincerely,
  
  
  
  *** *********

• Initial Complaint

  Date:07/06/2023

  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.

  On May 27th, I purchased a 2023 Keystone Residence from Optimum RV. When doing our walkthrough on June 9th, we mentioned some problems that made the RV unusable that needed to be fixed before they delivered it to us. This included our lights in the bedroom being wired to the A/C which meant the A/C would only stay on with the lights on. This also included a dresser which was damaged and drawers were misaligned and wouldn’t close. They said it would be fixed before delivery, then called us to set up delivery date. We decided on June 30th to be our delivery date, leaving them ample time to get the product fixed. They delivered it LATE after stating a 9 am delivery time, which we didn’t complain about. Immediately after disconnecting the camper, and asking if we had any questions, they hurried to leave. Soon after connecting a generator to this camper to ensure everything worked, we found the problems were unresolved, and more problems following that. They left wood and metal shavings in our air ducts, carpets, and flooring. There was fiberglass shards on our fridge. The fascia of the fireplace pops in and out. The flooring in front of the fridge sinks down, pops and creaks when walked on. Dents and dings strewn across the walls. Crooked, misplaced windows, as well as a bathroom window that doesn’t close right. Sliding glass door that still opens when locked and the push stick is in the track. Main A/C that blows out room temperature, and doesn’t cool. Random holes drilled behind the fridge. Wallpaper is peeling, unfinished carpet trim. Unsecured wall outlets posing electrical issues. We asked to return this item as we aren’t able to use it in this condition, and to cancel our loan, but weren’t allowed as we could only “trade in”. They offered to fix it, and told us they would need to pick it up for the service, and when sent a text to follow up about that date, we have since not gotten a response.

  

  Business Response

  Date: 07/28/2023

  Mrs. ******
  Thank you for reaching out to us. We do understand that
  delays with repairs are frustrating, and we do our very best to limit the amount
  of time that our customers have to wait. However, we do experience delays with
  parts and other obstacles that prevent us from completing repairs as quickly as
  we would like. In your situation we did have to wait on parts, and we also had
  to find a day in our schedule to get someone out to you on a road call. We do
  not have a road call service here at Optimum RV. When we send technicians out,
  they are being pulled from the shop and most of the time we have to send more
  than one technician. Since we value our customers and try to provide them the
  best service, we do our best to accommodate road call needs. Our Service Manager
  did confirm that all repairs were completed on July 11th. Our Customer
  Service Manager has been trying to reach you by phone to verify that but has been
  unable to reach you. If you would like to discuss this matter further or make
  us aware of any remaining concerns, please contact our Customer Service Manager
  directly.
  We greatly appreciate your business.
  Sincerely,
  Optimum RV Management 

• Initial Complaint

  Date:06/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought an RV from this place we were told it would have a 10 day inspection where they would change all the fluids test everything in the RV and fix what needed to be fixed and detailed nothing was done one of the cabinets was hanging down off the ceiling. The salesman said, don’t worry about that pretend you didn’t see it will be fixed when you pick it up, when we came after all these inspections were supposed to be done, the Awnings did not work they never even did an oil change. The cabinet was still hanging from the ceiling. The safety latch on the front of the vehicle was never replaced. All the stuff was supposed to be done. The AC did not work. We were in crunch time because we were moving, they asked us to bring the RV back, we bought the RV back never fix the shocks on the front hood. He said he would mail them to me. They also promised me an icemaker the salesman and the service man both said they would put an ice maker in it would be in the RV never even put it there. it’s like they just lie about everything to get the sale, not only that they left the sewage full in the vehicle , they never emptied the sewage so we had full sewage when we got to the campground I would never use or recommend this dealership to anyone I want what’s right the repairs were not fully done. The sewage was full. I want money back on this RV.

  

  Business Response

  Date: 07/01/2023

  Mrs. ********, 

  Thank you for getting back with our Customer Experience Director on June 29th. We now understand that you do not have good reception and will be sure to leave a detailed voicemail in the event we do not connect with you. We are required to respond to the Better Business Bureau within 14 days of receiving a complaint. We are down to the final days since we were unable to speak with you until June 29th and that is the reason for this response, we are not stating that this matter has been resolved. As discussed with you on June 29th we are investigating your concerns. We will be in touch with you on Monday July 3rd to discuss a resolution. In the meantime, please reach out to our Customer Experience Director with any questions or concerns. She will be your primary contact while we work through this and create a desirable resolution. 

  We greatly appreciate your time and patience. 

  Sincerely, 

  Optimum RV Management 

  Customer Answer

  Date: 07/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that nothing has been resolved at this point still. We had so many problems with them returning calls to us and NOT due to cell service as they stated in their letter We have good service here except if were going in to the mountains and we only did that one day since we been here for three weeks.No messages have been left with us at all. We are told that bosses are on vacation constantly and now one of the bosses wives are sick in the hospital and they have to assign to a different manager that has no idea on this case. To this point nothing has been resolved . We spoke to them on Wednesday and they have promised some solutions to the problems but we are yet to see any results 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:05/18/2023

  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.

  Delivery of our camper was delayed, service department said they had to do a full safety inspection. After several hours we left with our camper. Less than 100 miles we blow a tire which did damage to the side of the camper. Next mourning we went to a tire shop they spun the remaining tires and determined they were all bad. We contacted optimum RV, all we want is to be reimbursed for the tires and fender. To date they have not contacted us with a solution.

  

  Business Response

  Date: 05/25/2023

  Mr. ******
  Thank you for reaching out to us. We do apologize for the
  delays that you experienced. We try our best to get every customer in and out
  at their scheduled time but sometimes that is not possible due to unexpected
  interferences. In reference to the tires, we did complete a full safety
  inspection and every tire passed our inspection. However, we have agreed to
  refund you the full amount paid for the tire service since you only had the
  unit a short period of time before experiencing issues. You will receive the
  reimbursement by mail within 7-14 business days. The reimbursement will also
  cover a new fender. If you have any additional questions or concerns, please
  contact us directly. We appreciate your business and are always happy to help.
  Sincerely,
  Optimum RV Management 

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Three additional events have happened since my formal complaint.

  1. Optimum rv called us to let us know our camper was ready to pick up. Seriouslly we picked it up 10 days ago.

  2. I did receive a check for the amount of the tires, no additional money for the fender. (whitch upon getting an estimite will cost me around $700.00

  3. Lastly the title department called and said they were prepairing our title to be sent out. Over a month, and they informed me that they wouldn't be getting the plates for us that was on us. We paid them for all the asscociated costs to get plates, sales tax and dmv fees. 

  4. The woman trying to handle this is nice. That's the only nice thing I can say,
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/19/2023

  Mr. ******
  Thank you for reaching back out to us. Our Customer Service
  Manager has been trying to reach you to discuss the additional concerns that
  you have and has been unable to reach you.
  We do apologize for the confusion regarding the call that
  you received to pick your unit up. We have another customer with a similar name
  and our advisor made an error when reaching out to you.
  The additional $90.00 that you requested for the fender was
  mailed separately and we do have confirmation that the check was cashed. During
  your initial conversation with us you stated that you found a fender for $89
  and that you would install it yourself, you were just asking that we cover the
  cost of the fender.
   The fees that we
  collected from you at closing were to process the paperwork and to pay an
  estimated state sales tax, which we did. The handling and processing of
  registering the RV is your responsibility since you are located in New York.
  Please reach out to our Customer Service Manager with any
  questions or concerns. She will be more than happy to assist you.
  Thank you for your business.
  Sincerely,
  Optimum RV Management
  

• Initial Complaint

  Date:05/08/2023

  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.

  2nd Complaint: They reached out to me after 1st complaint and told me to bring my RV in for repairs. I called the repair shop (who did the previous repairs) at Optimum RV in Bushnell, Fl. to
  talk to the service mgr, he told me to bring the RV in, drop it and come inside, ok sounds great!
  Hopes up. After driving two hours and 30 minutes. I walked into office & someone else was there about their RV getting no, no, no, on their repairs. I gave him my list he told me none of mine were mechanical issues and not covered by warranty. But they would be glad to look at it however there would be a fee if it was in fact not covered I would be charged for their time. Basically he just continued to state “not covered” or “fees may be involved”.
  We then asked about the power lift that they damaged and replaced while in their possession during the last repairs and yes again he said “not covered” NOT COVERED IS THE ONLY ANSWER WE RECEIVED! Our power hitch worked just fine before someone there damaged ours rendering it inoperable. AGAIN…NOT OUR FAULT. We were never informed of the damage until the day we picked it up and they told us only because we notice it! But it’s not covered bec the work was done over a year ago! They broke it, not us and by broke I mean they wrecked it with the forklift, it took an impact! So bec we show up in April 13 months after them “repairing” it.. it’s not covered bec they only warranty the work for 12 months!!!!
  I was disappointed w/ my experience so hooked up & headed back home. I called Ocala Optimum to see if I could get my extended warranty canceled because it doesn’t cover anything. I received an email link to request the cancellation…. I guess the joke is on me! I sent it, I get a mailer demon notice that it isn’t deliverable. I work on garage doors we give an estimate or repair under warranty for free I don’t know how these guys are in business treating costumers like they do. I have a warranty that is useless and can’t cancel??????

  

  Business Response

  Date: 05/16/2023

  Mr. ******, 
  Thank you for reaching back out to us. We did not
  realize that we were having issues with the cancellation email address until
  you contacted our customer service manager on the late afternoon of May 3,
  2023. At that time, we explained that we would have to research the issue and
  would be back in contact with you. We sent the issue that you were experiencing
  to our IT department for further investigation. We sincerely apologize for the
  inconvenience. However, you did not give us enough time to correct the problem
  before you sent another Better Business Bureau complaint. We provided you with
  a new email address to request the cancellation and on May 10, 2023, you
  confirmed that your email sent successfully. On May 14, 2023, you confirmed
  that you had been contacted by Optimum RV in reference to the cancellation of
  your warranty. Our last email to you was on May 15, 2023, at that time we asked
  how the cancellation process was going and we have not heard back from you. You
  bought a pre-owned 2018 Vengeance back in 2021. Your warranty does not cover
  wear and tear items, nor does it cover maintenance items. Your warranty does cover
  most of your mechanical items. We do not refuse to help any customer but it our
  job to educate and prepare our customers for their service appointment and that
  does include discussing cost. You have our customer service manager's phone
  number and email. If you have any additional questions or concerns, please contact
  her directly. 
  
  Thank you for your business,
  Optimum RV Management