Complaints

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

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  General RV Center

  25000 Assembly Park Dr Wixom, MI 48393-0019

  
• 

  General RV Center

  476 Reno Dr Wayland, MI 49348-1273

  
• 

  General RV Center

  17277 Racho Rd Brownstown, MI 48193-8448

  
• 

  General RV Center

  8665 Dixie Hwy Clarkston, MI 48348-4243

  
• 

  General R.V. Center, Inc.

  1577 Wells Rd Orange Park, FL 32073-2311

  

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:02/23/2023

  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.

  Made appointment to have our RVs slide unit looked at as it wasn’t closing completely. When we go there when the store opened they did not have us on the appointment list. Luckily they were able to fit us into the daily schedule. We agreed to paying a $533 fee to troubleshoot the unit and make any repairs that could be completed within the troubleshooting time frame (2 hours at $235 per hour external rate). After multiple attempts to get information from our service rep through the day we finally went back to the store and after lengthy wait were finally told that they weren’t able to repair and that the slide out system would need to be replaced for somewhere around $2000. We declined the repairs as we are traveling around the state and will look at doing repairs myself when I return home. So far we felt like we kind of got ripped off with the $533 troubleshooting fee that seemed pretty exorbitant but we knew up front that this is what it was going to cost. Fast forward to a couple hours later when we returned to our overnight location and tried to put the slider out to be able to sleep in the bed. The motors that drive the slide unit were out of sync and the unit would not go out. It took me almost two hours to work with the controls to operate the motors to get the slider to extend without doing damage to the interior trim. Thank god for YouTube videos. What upsets me is we paid $533 and the unit didn’t work nearly as well (at all) after the experts tried to work on the slide mechanism. We spent all day waiting for them to complete our two hour service appt that was originally scheduled for 0900 in morning. Spent $533 and the unit was in worse shape then when we took it in. I then had to waste two hours of my time to get the slider to extend. Prior to taking it in the slide extended and retracted with no major issues, it just didn’t close fully on the front lower part of the slide out. We called the service department last night but have not had return call.

  

  Business Response

  Date: 03/03/2023

  We are sorry to hear this customer had an unpleasant
  experience with our store. Our team has reviewed our records, and they show our
  team reacted quickly to try and resolve the customer’s concerns. We do
  apologize if this experience fell short of the customer’s expectations, but our
  service team completed the job per the customer’s request while they were in
  for service. A member from our service department team should be reaching out
  within the next 48 business hours in regards to the customer’s communication
  and slide-out concerns.  

• Initial Complaint

  Date:02/16/2023

  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.

  I purchased our new Coachman Nova in Oct 2021. We identified some issues with the cabinet dividers during our acceptance walkthrough. It was noted that they would get the parts on order to fix. Followed up for months with the same response that the parts were on order. I finally reached out to Coachman Feb 2023 after receiving notification that the parts were still on order. Coachman technician stated that the parts were not placed on order until Sept 2022 and it was cancelled because General RV ******* ** did not respond to their email request for more information. General RV personnel lied for multiple months stating that parts were on order when in fact they were not.

  

  Business Response

  Date: 03/02/2023

  We are sorry to hear this customer had a difficult experience with our store. Our service department has verified that the parts order was cancelled by the manufacturer; we have since re-ordered the parts and have been in contact with the manufacturer for shipping updates. If the customer wishes to move forward with repairs, we ask that they reach out to the service department to schedule an appointment. Thank you! 

  Customer Answer

  Date: 03/07/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  We were told that the parts were on order for almost 10 months when in fact they were not. The parts were finally ordered and cancelled that same month because General RV failed to respond to Coachmans request for more information.  One problem after another with this business. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:02/16/2023

  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.

  Regarding my 2020 Lacrosse 12v refrigerator order # W293658. This has been a major inconvenience as I have been working with General RV on the replacement of my refrigerator that I dropped off, June 18th, 2022 my service advisor *************************** was never able to return calls or follow up after multiple in person contacts with him. It has been 8 months without my refrigerator. Not to mention they wanted me to bring my trailer in. So if I would have done that I wouldnt have a trailer for these last 8 months while making payments. Thankfully I wasnt doing without and was smart enough to drop off the refrigerator by itself. Yet have paid for a warranty and make my monthly payments on my rig but cant even enjoy it because the refrigerator is not there.

  

  Business Response

  Date: 02/17/2023

  We are sorry to hear this customer is having an unpleasant experience with our store. The customer brought their fridge in for diagnosis in June of 2022, which we diagnosed and submitted to the manufacturer for authorization to replace. The manufacturer denied coverage due to the unit being out of warranty. It has since been submitted through their extended contracts and approved, and the customer's service advisor has contacted the customer today (2/17) and informed them that the new fridge is on order. Thank you.

• Initial Complaint

  Date:02/14/2023

  Type:Sales and Advertising 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.

  put ****** dollar deposit down on trailer was told refundable looked at rv then put another ****** dollars down in texts with me was told no problem .we had a family emergency had to cancel purchase now they are saying they told us it was non refundable wich was never said or no paperwork to tell us but they are claiming we now can not get our ****** dollars back . that it is our fault and ther is nothing we can do about it

  

  Business Response

  Date: 02/22/2023

  We are sorry to hear this customer is having an unpleasant experience with our store. The customer was purchasing a used ** and had it on hold for over two weeks. When the customer came to look at the ** and reschedule the pick-up date, it was explained that the deposit was non-refundable and the customer agreed. The first deposit was on January 27th, second deposit on February 7th, and the cancellation on February 16th, in which the customer was again reminded it was a non-refundable deposit. Thank you. 

  Customer Answer

  Date: 03/03/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] I disagree with Miss *******. I did not hold up the trailer for 2 weeks. My husband and I had an appointment on Saturday Jan 28 in ************, where the trailer was originally located. There was a snow storm coming in our area, and a storm just finished in ************. I called **** at Brownstown on January 27th to see if **** could get the trailer pulled from ************ to ******. **** told me yes, at that time, I did put $300.00. I was told by **** that my $300.00 was refundable, as we havent seen the trailer. I spoke to **** again on Monday. He said the trailer was still in ************, was told we didnt fill out a credit application. I told him on Friday that we werent sure, because we were going to pay cash. On wed the first of Feb. **** said trailer was still in ************. I asked **** to let me know when the trailer arrives. (I do have texts, if needed.) **** said, on Friday, Sat, and Sunday Feb 3to5th, he was working the ** show. he said that he was off work Monday and Tuesday and a doctors appointment on Tuesday. My husband and I went that evening and looked at the trailer, at time we wanted the trailer and put down $200.00, and all I sighned was the $200.00 charge receitt. I did not get any any paperwork, or sales receitt. On that Friday we got some bad news, and could no longer be able to get the trailer.  To resolve this all I am asking for is the original $300.00, to be refunded like I was told. The other $200.00 we are willing to forgo as we did say we were going to buy the trailer, untill unfortunate life changing emergency. As I stated, I was never told nor did recieve anything saying the money was non refundable, nor did i sign any paperwork.                                                                                                                                                                                                                                      

  Regards,
  
  *********************

  

  Business Response

  Date: 03/16/2023

  General RV has made our Sales Manager aware of the customers concerns,and have decided to refund the customer of their $300. A member of our team will be reaching out to the customer soon to confirm the customers information and issue the refund. Thank you.

  Customer Answer

  Date: 03/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:02/13/2023

  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.

  We purchased a 2022 Keystone Avalanche 372MB on 8/19/2022 from General RV in ***** **. ($122,000 after gap ins and warranties) About 8 days later we noticed severe water damage in the master bedroom. It was under and behind the bed so we couldnt see it on the walk through. We called the dealer and they couldn't care less. They just said, "Thats what the warranty is for". We took it back to them on September 10th. It's still there 5 months later. We put $20,000 down and pay almost $800/month for something we cant even use. They have zero urgency to get it fixed and they don't return phone calls, emails or text messages. Very rarely after I've tried to call multiple times a day for a week or two straight, they'll call me and tell they're still waiting on approval from Keystone. I'll call Keystone and they'll say everything is approved. It's such a back and fourth! I will say, after 2 months of it being there I drove the hour and half over there to actually talk to someone and for my troubles they added a back up camera and slide top covers. Retail that totals around $4,000.00. I acknowledge that that is awesome and good customer service, however, I had to miss work and drive all the way there to make that happen because its almost impossible to talk to anybody! And its been three months since then and it's still there. Its my understanding that pretty much the whole slide out in the master bedroom needs to be rebuilt including some of the floor. There's mold on the damaged wood and at this point, I have no confidence in their ability to get rid of all the mold and I don't want my family to have health problems down the road because the service department can't do their job correctly. I know in ******* I'm pretty much screwed legally in this situation but I dont understand why they cant send the unit back to Keystones factory and send us a new one that isnt damaged? You would think theyd want to make the customer happy. Instead when we initially called about the damager they were incredibly rude and it was very obvious they didnt care.

  

  Business Response

  Date: 02/28/2023

  We are sorry to hear this customer had an unpleasant experience with our store. We do apologize as it did take us some deliberation to get clear authorizations from ********. Our service manager at the location,****, met with the customers when the issue originally arose it was at that time the expectation was set by our team that the customer was to return in February to have the bedroom slide taken care of as it would take us some time to get authorization and parts. The customer took possession of the *** and on 11/29 emailed **** stating they had cancelled their trips and would not be willing to take possession of the ** until all repairs were 100% completed. **** informed the customer again of the wait, and at this time the customers ** is in the body shop, which was authorized by their manufacturer. We currently have all necessary to components received to install and remedy the water intrusion concern per Keystones authorization. Thank you.

  Customer Answer

  Date: 03/01/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response. 
  That statement they responded with is not true! When I dropped the camper off it was not expected to be fixed in February, it was estimated to be fixed in 30 days. Which would have been October 10th 2022. I came and picked it up after 2.5 months so we could use it while they were waiting on parts but they hadnt even started on the water damage repair yet so we decided not to use it do to mold in the bedroom. It sat in my driveway for a grand total of 2 weeks, then we brought it back. Besides, not of that is the point! The point is, we spent so much money for something we havent even been able to use yet for almost SIX months now! There is NO reason it should of taken this long to fix. Keystone and supply chain issues arent the problem. The problem is this dealership doesnt care about their customers once youve signed on the dotted line! 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:02/10/2023

  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.

  I purchased a new 2020 Dutchmen Astoria from General RV in ***** ******* on 10/12/2020.I paid $31,299.97 in cash. The unit was delivered to ****** *******.Here is a list of issues:Water leaks under the sink and toilet.Sliding doors scratched .Pantry shelves fell off the wall. Window valances falling off. They did replace the doors and ********* leak.I later called them about leaks under the sink and water heater.They told me to call a mobile repair. I called several and they would not come due to payment issues from dealership. I had leaks repaired.We used the trailer in the winter of 2021 and 2022 and 23 a total of 5 months.We are snowbirds from ********..I went to Generals corporate office and lodged my complaints.They listened and never did a thing to help.The Dover General Rv has multiple ccomplaints on their wesite. My new issue has to do with the double recliner chairs.The faux leather is seperating from the chair in two places.Ironically only on one side.I have called the manufacturer and got the run around.Allure is the makes the furniture.Never could get an answer phone number disconnected.Sent me to camping world for help no luck.My complaints all thru this process were filed with Dutchmen to deaf ears.Contacted attorney in ****** ,no help no lemon law on trailers. I jus want the double recliner replaced so I can sell this unit. ***********************************

  

  Business Response

  Date: 02/10/2023

  We are sorry to hear that the customer is having concerns with their RV. The customer's concerns are out of warranty guidelines, and we advise that they reach out to their manufacturer if they'd like to replace or repurchase their furniture. Thank you.

• Initial Complaint

  Date:02/10/2023

  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 towable Winnebago mini from them. There were issues with some items and they promised me they would fix them. There also warranty items that they will not fix. Other Winnebago dealers will not fix the warranty items due to the fact that I didnt buy the camper from them, leaving me with with no one willing to fix the warranty items. They also damaged my camper while it was in their lot. Now they will not call me back. This a brief description. Thank you *********************************** This brief statement

  

  Business Response

  Date: 03/02/2023

  We are sorry to hear this customer had a difficult experience with our store. Our operations manager spoke to the customer today (3/2) and the customer is going to email our manager the list he sent to Winnebago to ensure we can review and address his concerns, as well as the claims Winnebago approved. Thank you. 

• Initial Complaint

  Date:02/05/2023

  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.

  I purchased my RV in late November. While going through the walk through in the Dover florida general RV, The walk through person was attempting to show me how the recliner worked. He put his feet on the recliner and broke it. I mentioned this to 4 different people that my couch was broken. They still delivered it even tho I was told it would be fixed. I was told by the service manager that I would be getting a new couch. It has been 2 and 1/2 months with several contacts to different people and videos sent to my salesperson with no resolve. I have been told many different things. But still no resolution and my couch is still broken on a brand new RV. I tried to call the general manager but she gave me the service managers secretary. I have left several messages with few phone calls back. I have tried to send emails to the managers but the emails they have are not real ones. They keep getting returned. I feel like they don’t want you to contact them. This has become very frustrating taking my time to try to resolve with little help!

  

  Business Response

  Date: 02/07/2023

  We are sorry to hear about this customer's experience with our store. We are happy to service the customer's recliner, although we do have to see the RV in service to examine what needs to be done. Our service team at our Dover location has reached out to the customer to try and get the customer in for service and come up with a timeline for repairs. The customer is currently not in the area and unable to bring it in. We will keep the customer updated as to what the next steps will be to get her recliner repaired. Thank you. 

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a brand new camper in 12/2021 and had nothing but issues, we were supposed to get our deposit back due to that but that never happened. Now Ive been sitting here with a washer installed by general Rv that does not work . They sent a mobile tech out months ago, he said it would need to be replaced and he would let general Rv know so they could get a replacement. Ive never heard anything since. *** called and left message after message with general Rv with no response. I have pictures of all the damages, phone records of call after call, emails, you name it. I want my new washer and I want my deposit back and Im to the point where if I cannot get this resolved I will be calling not only the news but a lawyer as well. This has gone on for so long now.

  

  Business Response

  Date: 01/30/2023

  We are sorry to hear this customer had an unpleasant experience with us. General ** was already made aware of this customers concerns and explained what the customers next steps could entail, as General ** needs to see the customers ** in for service, and the customer will not bring the ** in. We advised the customer that we do not have mobile techs on stand-by and we would need to schedule an appointment to get her concerns taken care of.
  
  Additionally, we referred the customer to mobile techs local to them who may be able to assist them better if they cannot transport their **.
  Dr. **:  ************
  Next Level:  ************
  
  The customer can reach out to the manufacturer as well to see if they would be able to refer them to another service center or mobile techs, or reach out to our ***** location to schedule an appointment at their convenience, ************.

  Customer Answer

  Date: 01/30/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  General Rv already sent a mobile tech out to look at the washer, it was determined it needs to be replaced, the tech contacted general Rv and made them aware of this and they were to order or get a replacement and send the tech back out to replace it. They have never told me to bring the Rv in as it wasnt an issue since they knew what the problem was and how to fix it. This has been going on for months and I would like to know how they told me to bring it in when they have returned NONE of my phone calls
  Regards,
  
  *******************************

  

  Business Response

  Date: 02/07/2023

  We are sorry to hear that the customer is having a hard time reaching our store. After reviewing our records we can see our team did notify the customer of this on 1/30/23 via email, as well as via phone in November of 2022. We can see that the customer has been communicating with their service advisor as of 2/2/23. General ** has offered to pick up the ** and if this is an option the customer would like to go forward with, we ask that they continue to communicate with service. Unfortunately, General ** does not have the ability to send a mobile tech to the customer at this moment. Thank you.

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising 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 had a claim filed with our insurance regarding out travel trailer. Our deductible was ******. The appraisal had our ded. as 500. After work was completed General RV collected ****** more and it had to be paid before we could ***************** home (12/12/22). Since then we have been trying to get our money back but keep getting excuses that the appraisal had 500 on it. Our insurance adjuster has contacted them (last time 12/21/22) and informed them deductible was 100. We are filing a complaint as every time we call we are told they are waiting to hear back from the adjuster. on 1/9/23 **** from General RV said they ware waiting for supplemental check from Insurance. Claims adjuster says they have not talked since 12/21/22.We just want our $****** back, thank you ***** & ***********************

  

  Business Response

  Date: 01/13/2023

  We are sorry to hear that this customer had an unpleasant experience with our store. Our service manager at our Birch Run location has reached out to the customer and apologized for the delay, and offered explanation as we were waiting for the supplement check from the customers insurance company. We agree that the customer should not have to pay for the balance outstanding, and have issued a check for $325 as reimbursement. If the customer does not receive their check by Thursday (1/19/23), we have advised them to reach directly out to our service manager, ***********************, at ************************. Thank you.

  Customer Answer

  Date: 01/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *****/***********************