Complaints

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

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  Great American RV Superstores

  10241 Destination Drive Hammond, LA 70403

  
• 

  Great American RV Superstores

  657 Enterprise Pkwy Breaux Bridge, LA 70517

  
• 

  Great American RV Superstores

  1150 George Roy Pkwy Calera, AL 35040-4995

  
• 

  Great American RV Superstores

  328 Green Acres Dr Defuniak Springs, FL 32435-5701

  
• 

  Great American RV Superstores

  8971 US-45 Columbus, MS 39705

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:06/23/2025

  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.

  There are several issues I could address but I will focus on the refusal to refund money. Upon finding the rv I wanted I was required to give $1000 to hold the unit. I was told ( and have a copy of messages) saying this would be taken off the price of the camper. This was not the case at all. Upon picking up the camper I was told by the finance manager it would be processed and I would have it in 3 or 4 days. After a week and having to return to the dealership after having issues taken care of I was then told it would not be refunded until the unit is registered. Every time you ask for the refund you get a different reason why they have not done it. Registering the unit has nothing to do with receiving the refund. Me giving that money had nothing to do with the sale with the exception of holding the camper. The camper has been purchased and they have received their money ,it is time to return mine. This is just a tactic on their behalf to keep the money. The specific dealership was Heflin Ala.

  Business Response

  Date: 06/24/2025

  Please accept this as the response of Great American RV
  Superstores’ (GARV) Heflin, AL store to the BBB Complaint of ***** ******,
  Consumer Complaint #23502900.  After reviewing his Complaint, the Chief
  Legal Officer (CLO) for GARV had the accounting office immediately refund Mr.
  ******’s $1,000 on line deposit, which has been transmitted to his credit card
  account.   In follow-up emails exchanged between the CLO and Mr. ******,
  additional items of concern were addressed, all apparently to Mr. ******’s satisfaction. 
  If there are any further issue to complete or resolve, Mr. ****** was
  encouraged to reach out to the CLO directly.  GARV stands ready to assist
  with any other reasonable requests.
  
  

• Initial Complaint

  Date:06/20/2025

  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.

  My husband and I purchased a Magnitude GA22 2024 on April 30, 2024. It had 1290 miles, and I had asked about that. They said it was in transporting the RV. The RV currently has only 6104 miles. Has been in the Shop, again since March 17, 2025. There were several things that needed to be fixed. In June of last year, the fuel pump driver went out at 4016 miles. We had to rent a car, and then later Juan had to fly to Orlando to pick up RV. The truck had an issue on the hood, and it was supposed to be fixed within a week, and they were going to send someone to fix at our home. It took months for it to be fixed, and we had to bring the RV to DeFuniak. We have never owned an RV and did not know many things that the dealership did not inform us of. Many repairs and still in the shop as of today. I have a timeline and paperwork to back up whatever you need for me to add to this file. We had only put 4814 miles and some of that was roundtrips to dealership, not to mention gas. Our warranty has run out and we are paying close to 800.00 a month for this RV. I don't know what I can ask you for at this time because all I want is to get rid of the RV. It has caused a lot of stress in my family. Service is terrible!!!!! It takes months to get parts. We haven’t even had it long enough to see what else is wrong with it. This complaint is longer than this. Let me know if you need the timeline. People need to know what they could be in for when buying an RV at Great America in DeFuniak. We would want others to beware and to do research before they purchase an RV from Great America.

  Business Response

  Date: 07/01/2025

  Dear BBB:
  
  Please accept
  this as the response of Great American RV Superstores (GARV) Defuniak Springs,
  FL store to the BBB Complaint of ********* and **** *******, Consumer Complaint
  #23493807.  The consumers purchased a 2024 Thor Magnitude GA22 motorhome
  from GARV on our about April 30, 2024.   In mid-March, 2025, the
  consumer returned the motorhome to GARV for some repair work.   GARV
  diagnosed the repairs needed and ordered parts from the manufacturer, Thor,
  within 14 days of the unit arriving at GARV.  Unfortunately, several of
  the decals and a driver’s side mirror were incorrectly sent and the correct
  parts were reordered from Thor.   There was an unfortunate delay of
  about one month while GARV waited on the parts to arrive.   After the
  consumers filed their BBB Complaint, GARV finished the repairs and the
  consumers picked up their unit from GARV recently.  In addition, GARV
  worked with Thor to obtain an extension of Thor’s manufacturer’s warranty
  limited to the repairs performed for what is believe to be an additional 60
  days.   GARV’s understanding was that Thor would directly contact the
  consumers to consummate the documentation for the extended
  warranty.   GARV apologizes to the consumers for the time this unit
  was out of service under the circumstances presented, but GARV stands ready to
  assist the consumers with any other issues or related future matters.  If
  there are concerns, the consumers are welcome to call ******* *****, GARV’s
  service manager, or ***** *****, Regional Service Director, at the Defuniak Springs,
  FL store – phone number ************ (***** * ****** **** )GARV
  hopes that this response is satisfactory to the consumers and that this BBB
  matter can be considered closed.

  Customer Answer

  Date: 07/01/2025

  
  
  Complaint: 23493807
  
  
  
  I am rejecting this response because: this complaint was not just about the March to June 2025 issue.  I am complaining about the whole time I have had this RV.  People need to know that Great American RV wasn't truthful and they did not handle things well.  If I need to I will give you a timeline of all that I am talking about.  Mostly however, I will not withdraw my complaint.  Please advise if I need to get the issues all written down to add to this one issue they think I am upset about.  There is so much more.  
  
  
  
  Sincerely,
  
  
  
  ********* And **** *******

• Initial Complaint

  Date:06/16/2025

  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 purchased a Thor Tuscany motorhome from them in March 2025. We paid approximately $140,000 for it. On the date of purchase, a “We Owe” slip was completed. Later it was revealed to us that the slip was lost. We waited a month for the “we Owe” items to be corrected. We were in constant contact with our salesperson, as he was the only one that would communicate with us. We attempted to call and email others in the store, with no luck. When we arrived a month later to pick it up, nothing was fixed. They had not attempted to do anything. We waited that day for them to fix 3 items, but only 1 was fixed 100%.
  
  I reached out via LinkedIn, which resulted in a phone call from the VP of Operations. We moved the rig to Calera, which was closer to where we lived. They fixed almost everything. A window that needed replaced still leaks today. We reached out via email to get this corrected and have not had a reply.

  Business Response

  Date: 06/20/2025

  We have been in touch with the customer.  Our Assistant Service
  Manager last spoke with him Wednesday, to follow up on the recommendation to
  tighten the screws on the window (frame) that Great American RV Superstores
  (GARV) had replaced to see if that would address the continued leak
  issue.   The customer said he did tighten them and with the rain they
  have had the past couple of days he hasn’t seen any more water coming in but
  will call us back in a few days to make sure that is still the case with all of
  the other rain we still have coming our way. The ASM did advise him that if he
  was still having issues with water getting in, GARV has given approval to send
  a mobile service to him to address the window leaking.  We hope this
  response and our efforts have satisfied the customer’s concerns.  If not,
  we stand ready to assist.

• Initial Complaint

  Date:06/09/2025

  Type:Order 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 5/24/25 I was strongly coerced to finance a RV that I repeatedly stated over and over that I wanted to pay off before I left. I did sign the papers and then I changed my mind before I left and he said it was too late to retract the loan because it was already in the bank's system. He told me to call the *** **** and to get the pay off from them. I also spoke with the General Manager on 2 occasions, but he also told me to call the bank and gave me the number. I called *** **** and was told my paperwork was not in the system and would not be for 2-3 weeks. I asked for them to retract the paperwork. She said they could not do that. She said it was terrible what they did and that they did receive a kickback for getting loans. I am going to have to pay about $400 or more in interest for one month in order to pay the RV off.
  I told the manager I thought I was being scammed. I am almost 74 years old and dealing with the death of my husband and cancer. He told me my credit score of 823 would fall if I did not finance. He also tried to "up sale" me on about $15,000 more warranty insurance that was hidden it in the monthly payment.
  Also I did not receive the RV that I test drove and thought I was buying. It was sold to another couple even though I signed the paperwork before they did. This RV had more cushions and storage space under each bed. The RV I have now only has storage on one side and 2 cushions.
  I was also told to arrive at 12:45 pm to meet with the financial manager. I was not seen until 5pm and did not drive off the lot until 7pm in tears. I had no food the entire day. I didn't like driving at night in a RV that I have only driven around the block.
  I was also charged $1295 for a specialist to show me the RV. Of course that was taxed and put in the loan.
  I just want to pay the balance of $72,000.30 off. I want this to go up the chain of command so the owner knows what took place. A formal apology from the CEO of the Company, would be nice.

  Business Response

  Date: 06/12/2025

  Please accept
  this as the response of Great American RV Superstores (Belden, MS location;
  hereafter “GARV”) to the BBB complaint of ******* **** (Complaint ID:
  23436970).   In preparing this response, all GARV employees and
  managers were contacted and provided their explanation of events regarding Ms.
  ****’ purchase of a motorhome from GARV, which were then reviewed and vetted by
  GARV’s directors and executive committee.  Initially, in retrospect GARV
  admits that the transaction with Ms. **** should have been handled in a much
  better and satisfactory manner to her.  The primary confusion stemmed from
  Ms. *****’ initial desire to finance the purchase of the motorhome and then
  later a change of heart to conduct this as a purely cash transaction.   Unfortunately,
  the lending bank contract had already been funded by the time Ms. **** changed
  her mind.  Managers and directors have since reached back out to Ms. ****
  and explained that GARV will cover the cost of her first month’s interest on
  the loan and provided her with instructions how she can pay off the remainder
  of her loan so that it will essentially equate to a cash transaction, albeit
  after the financed sale.  GARV wholeheartedly apologizes to Ms. **** for
  her inconvenience and worries over this transaction, and we are hopeful we can
  convince her to continue doing business with GARV.  If there are any other
  concerns, she is welcome to contact the General Manager of the GARV Belden
  store, **** ****** ** ************ ********** and we will undertake whatever actions
  are necessary to alleviate her concerns. 

  Customer Answer

  Date: 06/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23436970, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:05/27/2025

  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.

  10/2/2024 great American rv superstore replaced my roof on my brand new 5th wheel that was purchased in October 2023. after bringing it home for several week had to return to hammond,la. for further warranty work when it was discovered a hole in my roof that my cost thousands of dollars to replace according to my service rep at Great American RV Superstore. My contacts at the service center tried to state that the damage could be caused by contact with a limb on the highway and I should file a claim with my insurance which I'm against. since I've put less than 2000 miles on my camper theirs absolutely no way the damage occurred while in my possession. furthermore my belief is that the damage occurred while the was in their possession because it was left parked under a tree. i have photos to back up my claim. I would also like to enter other evidence to support my belief that their business model is unfair.

  Business Response

  Date: 05/29/2025

  On behalf of Great American RV Superstores (GARV), please accept
  this as the response to Consumer Complaint (#23378967). The customer purchased
  his RV from GARV on 10/27/2023 and brought it back to us 9/25/2024 for a roof
  issue.   There were multiple bubbles in the rubber and an issue with
  the solar prep being cracked and leaking.  GARV got approval from the
  manufacturer to replace the roof and did so.  The customer wanted to pick
  it up as soon as we had finished, so the Dicor (roof sealant) was still
  wet.  He stayed overnight on-site and left the next morning.  The
  solar prep was not yet finished, so he had to come back for its
  installation.   Upon returning, the customer said there were leaves
  in his Dicor and believed that GARV did not replace the roof.  On
  inspection, GARV now found multiple holes in his roof that were not present
  previously following the roof replacement, and we suggested he open an
  insurance claim.  GARV showed him pictures of his roof before and after
  the replacement and solar prep install, but the customer insisted we did not
  replace his roof.  The customer also claimed that the holes in the roof
  were caused by GARV dragging his unit under a tree.  Representatives of
  GARV explained there are no trees on GARV's lot that it could have come in
  contact with and offered to drive him around the property, which he
  refused.  He also claimed we sub-let the roof repair, which is not
  true.  All roof work is done inside the service bays by our own
  personnel.   The customer requested we replace his roof again, which
  under the circumstances we denied.   The customer mentions being in
  possession of "photos" which prove his claims, but thus far has not
  shared them with GARV so we cannot evaluate those claims.   

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: 23378967
  
  
  
  I am rejecting this response because:these are the photos taken by me during an inspection of my roof. as you can see they show exactly what I was complaining about,bubbles under the roof material. the photos submitted for the repair of my roof by great american rv superstore look like damage from a ten year old rv. I didn't see any of this type of damage during my walk on the roof. it's my belief that this goes along with some the other issues of the state of rv industry quality problems.
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 06/09/2025

  As a follow-up
  to the customer’s rejection of our original BBB response to his complaint,
  Great American RV Superstores  (GARV) has reviewed the photographs again
  with the service team, and our position has not changed from our original
  response.  The photos clearly show new Dicor (sealant) along the roof line
  where we did replace it.   It is not a “10 year” old roof.  GARV
  did not outsource the roof to any third party, nor in servicing the unit did it
  come into any contact with a tree as there are none on the property at the
  Hammond store.  We respectfully decline to replace the roof again at our
  cost under the circumstances presented by the customer.

• Initial Complaint

  Date:05/19/2025

  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 spent an incredible amount of money on an AirStream Classic 2019 with a bumper to bumper warranty which I thought I was getting a good value/deal. But boy was I mistaken. I have owned this unit for 7 months and it has been in the shop for 5 of those months. This unit continues to have issues that have become expensive to repair and the warranty is not covering many items.
  Great American RV has been nothing short of an adjunct failure. Tried to initially get the A/C fixed and/or replaced They tried and said it was fixed but wasn’t. Drove it home and plugged it in and didn’t work. They would never respond to my calls and had no interest in fixing They have no one there to fix these units but pretend they do. Now the blinds are falling and not covered under warranty and they want $4k to replace. Not to mention the other 20 items on my repair list I have had to deal with.
  Also, Airstream quality is not what is advertised or I purchased a lemon.
  This business doesn’t care about you after the sale. Once you walk out, expect to receive poor to no service.
  Warning: if you want/need any RV, stay away from these guys.

  Business Response

  Date: 05/20/2025

  On behalf of Great American RV
  SuperStores (GARV), please accept this is the response to Mr. *****'s BBB
  Complaint #23345093. Mr. ***** purchased his used
  2019 Airstream Classic 33RB travel trailer from GARV on or about October 5,
  2024. Our Corporate Fixed Operations
  team has been speaking directly with Mr. ***** about repair issues with the
  unit. As GARV understands it, Mr.
  ***** has experienced opportunities with a ZipDee awning for some time and now
  electric shades. ***** ***** and **** ******
  have offered Mr. ***** that he brings the unit from Georgia to GARV's nearest
  service center in Heflin, AL to allow us to assess and address the awning and
  shade, which Mr ***** has agreed with. GARV will send one of its
  certified technicians for Airstream from its nearby Calera, AL store to
  Heflin. No definitive date for the
  delivery of the unit to Heflin has been set yet, but we will continue to
  follow-up with Mr. ***** to get a repair appointment set and regularly keep him
  informed of our efforts to address these issues. Mr.***** has our team’s
  contact information and can email ***** ***** directly if needed, as they have
  conversed already through it. We look forward to resolving
  the opportunities Mr. ***** has faced. Please let us know if any
  further response is required at this time.    

• Initial Complaint

  Date:02/19/2025

  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.

  Bought a unit in 4/24 at the Hattiesburg location. It has been a nightmare. Left the lot after not being asked if I could drive or know how to drive unit was never offered a test drive on the unit. Come to find out unit had an exhaust leak and was/is making a strange noise at 60mph. Also, a window issue. Contacted dealership 30 min after I left with no return call. Finally get in touch with them days later as they never returned my calls. Took the unit to my local Ford dealer to have them look at it and GARV decided they would pay to fix the problem the exhaust leak only they left me to fix the other issues. I have had to put in a new transmission, new rear end, new driveshaft, new carrier bearings, tork converter, new radiator, new water pump, a new water pump on house side. The seals on the unit all were rotted and bad roof was leaking, shower floor was falling, water heater was leaking and bad, window in the kitchen was leaking, the fans in the unit were not working the heater does not work and after some of the repairs on the house that GARV did I now have a huge water leak in the bathroom and no hot water in the bathroom I am still waiting for the slide topper to be replaced. I have called and emailed about this tons of times. For the motor repairs I have been offered 1500.00 for the repairs when I'm out of pocket over 8k after i have used my warranty and have provided all the paperwork that of what has been paid, and I still have work to the motor to be done as FORD still has not been able to figure out what the noise is when you get to 60mph. I have been told by the repair tech in AL that this unit should have never been sold and that I should have been wholesaled out. As of right now I am waiting on the Alabama store to contact me back to see what they are going to do about the bad repairs that they did. I am not happy at all I have all the paperwork but to much to upload here and i have sent it already to them. There is more then I can post here

  Business Response

  Date: 02/25/2025

  In response to the complaint of *** ****** *BBB complaint
  #********) against Great American RV Superstores' Hattiesburg, MS location, we
  respectfully reply as follows:  ******* ****** purchased a Used 2016 Jayco
  Greyhawk 31FK motorhome from the Hattiesburg store on or about March 21, 2024,
  sight unseen, and took delivery on March 28, 2024.  *** ****** is not
  listed as a purchaser, but her name is identified in the sales file, so we
  assume she is somehow related to Mr. ******.  Mr. ******' address is
  listed in Sparta, TN. Mr. ****** purchased the RV "AS-IS" with no
  dealer warranty for any repairs after the sale.  We have a two-page
  document signed by Mr. ****** stating this.  A month after the
  purchase,  out of goodwill, we paid for an exhaust leak in the amount of
  $2,602.80.  Ms. ****** contacted us in or about October 2024 indicating
  she had put several thousand dollars into a chassis repair, along with some
  other issues involving the house ('box') of the RV.   She brought the
  unit to our Calera, AL store and we did goodwill repairs for the house
  ('box').  She demanded payment for the $7,000 in chassis repairs, and we
  refused as it was sold USED/AS-IS, but at the time offered her $1,500 as a
  compromise.  She refused.  She has brought the unit back since then
  for more goodwill repairs, but was again told that we would not be paying for
  the chassis repairs.  We consider that under the circumstances we have
  been as helpful as possible within our processes.

   

• Initial Complaint

  Date:11/13/2024

  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 Oct 29, 2024 we shopped the Great American RV Superstore where sales associate ******* showed us several options. We decided on one we liked but weren't sure and wanted to sleep on it. ******* convinced us to put down $500 to hold the price, should we decide to go forward, but stated that should we decide against it we would immediately receive a refund. It has been two weeks since we told her we decided against it, but have not received a refund and for some reason they took out $515 from our bank account, instead of $500. I have contacted ******* a half dozen times and she has said she saw the credit in their system, but we haven't seen the refund yet.

  Business Response

  Date: 12/04/2024

  Great American RV SuperStores would like to apologize for
  the refund delay, it was mailed to Mr. *** on November 24, 2024. Refunds
  typically take up to 30 ***s, and Mr. *** was not made aware of this, again we apologize.
  As for the $15.00 ACH fee, we have these fees posted at our registers, however,
  Mr. *** did not go to the register to be made aware of the fee prior to the
  transaction so we will be issuing Mr. *** a refund for that amount as well.
  

  Great American RV SuperStores believes it has sufficiently
  addressed this complaint, and request that it be closed.

  
  

• Initial Complaint

  Date:10/14/2024

  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.

  Purchased our new Class C at GARV 5/30/24. tried to purchase one two weeks earlier however, the unit that was too rusty to properly get the wheel alignment and was low 1 qt of oil at the walk thru.
  After purchasing we encountered problems. Wheel alignment needed twice. We broke down with a failed wheel bearing, then levelers stopped working, the entrance door kept flying open, tub floor began caving in, fridge door broke, cameras stopped working, slide topper malfunctioning, window malfunctioned, electric mirrors stopped working. We reported all these issues to GARV Attempts to have everything fixed by GARV service failed. just constant calls from sales trying to sell us an rv. Because of all these issues, we asked great GARV to buy back or extend to us a courtesy credit to help us can trade for a camper delivered in good condition. Instead, Efforts to reach out to administration of GARV and CEO Mr ****** ended with being referred to Service department. Late and lack of response forced us to a RV company 1 1/2 hour further then GARV. For all our headaches a credit was not much to ask for.
  my experience seems consistent with the other issues with GARV. Efforts to GARV Admin were met with callousness. Constant efforts to sell us an RV lack of service seems that GARV concerned with the bottom dollar and making money then making sure they deliver quality and satisfaction. Jayco said our RV is no longer an Jayco product instead a product of GARV. Every worker we encountered at GARVseemed to genuinely care for our situation, however, described being limited by the administration at GARV. I hope that other consumers would carefully consider what's written on the BBB about GARV. In closing we hope your company can fix these issues and truly be a Great American Company for its Customers.
  we have many more texts n emails if GARV interested

  Business Response

  Date: 10/24/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this complaint to our attention
  and allowing us to respond. 

  The Customers purchased their unit from us on May 31,
  2024, at that time a “Walk Thru” was completed with the Customers and a Service
  Technician, a Walk Thru consists of the technician taking the Customer thru the
  new unit to introduce all of the components and identify any issues that need
  to be addressed. This resulted in a “We Owe” for a front-end alignment, and the
  repair of a small hole in the fabric on the slide topper. A “We Owe” is a form
  we give to Customers telling them that we will fix the issue even if a claim is
  denied by the Manufacturer’s Warranty.
  

  On June 11th, a Work Order was opened to
  replace a window and the fabric on the slide topper, to adjust the entry door
  which was found to be slightly loose when the door was closed, and to have the
  front end aligned.  
  Each of the items listed above had to be submitted for
  approval to the Manufacturer to be covered under the Warranty. The approval
  process can take some time, and only once approved can the necessary parts be
  ordered, and depending on availability can also take time to arrive. The
  front-end alignment was completed under the chassis warranty by an outside
  vendor who was authorized to do chassis work, which Great American RV
  SuperStores is not authorized to do.

  Other than the issues listed above, Great American RV
  SuperStores have had no other Work Orders addressing any other issues outlined
  in the Customer’s complaint, a Work Order is required to be opened in all cases
  for all repairs. Sending an email listing items they believe need to be
  replaced or repaired does not open a Work Order, but rather scheduling an in-person
  appointment identifying issues with our service team who would determine
  whether replacement, repair, or nothing needs to be done.
  

  We contacted the Customer on August 23rd,
  to inform the Customer that the window had arrived, and that the fabric was
  scheduled to arrive on September 16th. On September 23rd ,
  the Customer picked up all of the parts that had arrived, and told our Service
  Department they did not want us to install the parts. This is the last
  interaction we had with the Customer until this complaint.
  

  As stated in the email attachment the customer
  provided from the manufacturer, the Customer’s unit was the property of
  Great American RV SuperStores, not our product, the unit will always be
  the product of the manufacturer, and will fall under the manufacturer’s
  warranty until the time it expires. 
  

  As for a buy back or credit, this is not an option.
  The Customer, after purchasing their current unit, has now decided they need a
  larger unit. We would be happy to work with them to trade in their unit, based
  on the current NADA trade in value, and offer one of several great deals on a new
  unit we currently have in inventory.
  

  We believe we have sufficiently addressed this complaint,
  and request this issue be closed.
  

  Thank you.

  Customer Answer

  Date: 10/25/2024

  
  
  Complaint: 22412938
  
  
  
  I am rejecting this response because: Every effort was made to engage service for help and get work orders initiated. Instead another RV company worked efficiently to address our concerns and has three work orders approved and ready for repair. When we attempted to have the same issues addressed by GARV they kept our unit for three days never informed us the unit was ready for pick up and did not address all our concerns. Every effort was made to give GARV priority to fix the issues. Not even the Manager who sold the unit to us could compel service to contact us and reach out to us effectively. We understood the apologies from the workers which helped us conclude that the issues were caused by poor administrators. GARV failed to offer us credit for the hardships we endured because we bought a New 2024 Class C RV from them, that fell apart on our first journey.
  Note At time of sale slide topper and window were Not part of the we owe. We preferred to have those parts installed elsewhere because we no longer trusted that GARV could get the parts installed properly. The cameras, shower, door, hydraulic jacks are being repaired by a company that is providing a superior service than GARV. That GARV would not consider even consider a 5k credit toward another unit because of the hardship caused us by their product speaks volumes as to what they care about. Our desire to uprade to a larger unit has nothing to do with this complaint.  Clever responses given to consumers  who to ask the BBB for help doesn't cover that up. GARV sold us a unit that fell apart and only wanted to make more money on warranty work treating us like numbers instead of people. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/03/2024

  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 bought an Rv in February, plus the warranty they pushed hard. 4 months later the fridge went out. Our Rv has been in their shop going on 2 months. They’ve replaced the cooling unit twice, still doesn’t work. They replaced the board. Still not working right. We have a warranty. We want the fridge replaced. They don’t seem to care at all that I’ve made 3 payments with the RV in their shop. We’ve talked to several people several times. Even the big manager. He said he’d find out what was going on. He never called us back or replied to our texts. Please we need help! None of them care at all!

  Business Response

  Date: 09/19/2024

  We would like to apologize for the delayed response. We had
  been working with the extended service company to get the claim approved
  and were told that the customer had contacted them and told them to cancel the
  claim for refrigerator. After we explained this to the customer, she contacted
  the extended service company, they approved the claim, and we have since
  installed the new refrigerator. We believe we have addressed the issues, and
  believe this Complaint should be closed. Please contact us for any additional
  information you may need. Thank you.

  Customer Answer

  Date: 09/19/2024

  
  
  Complaint: 22230865
  
  
  
  I am rejecting this response because:

   yes that is true but that happened in the last week of the two months of waiting plus you had already filed one repair with the warranty company that did not fix the problem so I did not want you to make claims that didn’t work to go against the warranty and affect future claims. We were told by GARV the cooling unit was replaced twice plus the board was replaced and the fridge still didn’t work. You should’ve replaced the fridge to start with. Never again will I use Great American RV. 
  
  
  
  Sincerely,
  
  
  
  **** *****