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:11/08/2022

  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 brand New Coachman Freelander 26 DS in June 2022. There have been over 20 different issues with it and we have had it in the shop three times for a total of 8 weeks to date. Within that time they received parts to complete the job, but never installed them. Then once called out they went to install the parts and found that they were faulty, MONTHS after they received them. This has been an extreme pain to work with this dealership as they are lazy and incompetent's and don't fix what they say they will. At this point I want the unit either replaced or refunded.

  

  Business Response

  Date: 11/10/2022

  We are sorry to hear about this customer experience with our store. Our management team within the store is working hand in hand with our parts team to ensure the correct parts are ordered. These were ordered on 11/4 and we are at the mercy of the distributing vendor to get these into us. Once in, our team will get these installed as soon as we can. 

  Customer Answer

  Date: 11/10/2022

  
  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:
  

  I have been working with this dealership for six months and they don't check the parts they receive. They should have performed this work Months ago, but did not do so. They do not follow up on work and they have yet to fix anything satisfactory. I still request a complete refund under their terrible service. They use the excuse that it is the mercy of their parts vendor, but I have found that they have received parts, never checked them to be correct and then find out last minute. The parts vendor does send in a timely manner as I have been in direct contract with the Manufacturer parts department. This dealership is the issue and their lack of customer care and follow through. The only way we can resolve this at this point is a full refund of the purchase price or a new unit. Six months is more than enough time to get this fixed. I have had to cancel two Trips with my BRAND NEW camper because of their incompetence.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/10/2022

  We are sorry to hear the customer was unhappy with our response. 

  At this time, no refund will be provided. We are committed to servicing the customers coach and the customer is welcome to pick up their coach to use it while we wait on the parts to arrive. 

  Customer Answer

  Date: 11/17/2022

  [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:
  

  The dealership keeps trying to blame this on parts availability. The fact is they never follow-up like they say they will and parts often arrive and just sit there for days or weeks. If they will not offer a refund they should at least get this fixed asap and quit making excuses. This is the worst buyer / service experience I have ever had. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/02/2022

  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 gave my motorcoach to General RV, Wixom (GRV) on July 26th of this year. The goal was to fix some carryover items from November of 2021 and new items identified before the warranty expired on July 31, 2022.After 14 weeks, I cannot get a coherent status of the repairs. The few updates I've received conflict with the previous updates. Phone, text and email messages go unanswered. GRV has held my coach for 35% of my ownership period..I have reached out to ************************** in Decatur, IN, for assistance. As of this writing, GRV is not responding to them either, despite multiple requests.I understand the Supply Chain and Labor issues, but the cause of my concern is caused by the mismanagement by GRV.Today, i also filed a complaint with the ******** Attorney General, to try to prompt a response.I have attached the MI AG complaint and the repair item list for your reference.Any assistance, you can provide, would be greatly appreciated.

  

  Business Response

  Date: 11/07/2022

  We are sorry to hear about this customers experience with our store. We are currently working on getting approval on the items that were denied by the manufacturer warranty. We believe the ** is usable and as of 11/4, the customer has been contacted and updated by management.

  Customer Answer

  Date: 11/07/2022

  [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:]

  Hi,

  This response is not fully truthful.

  The refusal of the manufacturer, Fleetwood, to honor the warranty claims has been caused by GRV.  My coach was brought in for service on 7/26/22.  GRV took 6 weeks to submit the warranty claims on 9/9/22.  The July date is within the warranty period but GRV did not provide that critical piece of information in the September submission.

  Fleetwood **************** has requested that GRV resubmit the claims indicating the July receipt to facilitate the warranty coverage.

  GRV has committed to correct the warranty submissions many times for many weeks now.  Most recently by *****************************, the Service Mgr, on November 4th.

  I confirmed with Fleetwood **************** that this promised activity was still incomplete near their end-of-business today, 11/7/22.

  Additionally, all warranty work has been denied by Fleetwood because GRV has not amended the submission.

  I reject the implication that this concern is the fault of Fleetwood, until GRV provides the requested and corrected information.

   

  Regards,
  

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

  

  Business Response

  Date: 11/09/2022

  We are sorry the customer wasn't satisfied with our initial response. 

  Our warranty department is working to submit the remaining items to manufacturer for approval. This request was sent to our warranty team on Friday 11/4. That team will also correct the warranty date issue. 

  Here is the list of items that are being or were submitted to the manufacturer:

  Wall Panel Being Resubmitted

  Awning Arm Being Resubmitted

  Sink Bracket Being Resubmitted

  Washer Platinum coming out Thursday to install part to fix, parts were on order.

  Freezer Door- Denied by Manufacturer

  Customer Answer

  Date: 11/10/2022

  [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:]

  Hello,

  I did confirm with *********, that the corrected warranty submission was made on 11/9, which is 15 wks after the coach arrived at GRV.

  This is an unacceptable delay for a clerical function.  This is NOT a supply chain concern; it is mismanagement by GRV.

  The Service Manager committed to a status update on Monday, 11/7.  As of today, this has not occurred.

  Now that the clerical errors have been corrected. I request and deserve a plan for the corrective actions.

  I need GRV to provide an accurate status of the repairs so I can determine if i will be able to travel in the coach, this year.

  The previous response from GRV stated the coach was usable I totally disagree as the standard expectations of the coach are inoperable and potential safety hazards.

  Some of these repairs date back to July and November of 2021.  

  I understand that some of the repairs are not 'mission critical' but without an accurate status, i do not have enough information to decide which repairs can be deferred.

  Please break this logjam.

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

  

  Business Response

  Date: 11/18/2022

  We are sorry to hear the customer was unhappy with our response.

  The store reaffirmed that the customer has been contacted regularly by our team with updates. The customer was given our service managers personal cell phone number and has been using that contact for updates.

  The customer's coach is currently in the service bay being repaired. 

  Customer Answer

  Date: 11/21/2022

  [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:]

  The response is generally true but the mismanagement by GRV continues.  

  16wks after dropping the coach at GRV, a paint related warranty submission was sent to the *** for authorization.  The submission did not reflect the correct dates for the *** to approve the request.  I am again waiting for GRV to correct it.

  This is the same error made by GRV in the September batch of warranty submissions. This systemic, repeated failure has delayed some repairs by 8 weeks and others by 16 weeks.

   With the cooperation of the ***, I am negotiating a deferral of some repairs until next year, so I can use the coach this winter.  This means some of the repairs will be pending for two years before GRV can fix them under warranty.

  Progress is being made but the mismanagement of GRV continues.

  ********** has improved the situation, but his support team(s) have been a tremendous frustration.

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

• Initial Complaint

  Date:11/02/2022

  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 bought a class A motor home, 2021 Coachmen Encore 35DS, from General ** from an ** show in ***** on January of 2021. My Rv was delivered to General ** in ***** from the manufacturer on June of 2021. When I picked up the ** from General ** in ***** in June 2021, I immediately noticed some issues with the a/c and some cosmetic issued inside of the **. General tried to fix some issues but there were parts to be ordered. I took possession of my ** and discovered other issues involving plumbing leaks, water heater problems, the sunroof sky light inside dome melted off, exterior paint issues, driver seat arm rest broke, one central a/c unit broke, the main large slide-out doesnt fully close and does not want to open. Other multiple issued that General ** in ***** has not and refuses to address and repair with-in the warranty period. All General ** says its the manufacturer fault and the manufacturer doesnt want to respond to the repair *************. I bought the ** from General Rv and not from Coachmen so General is responsible for these repairs. Till this day since I last spoke to them in June 2022, I have been ignored and no one want to honor and take their legal responsibility to fix our over priced class A motor home. I did everything as a consumer to have them fix my issues but nothing has been done. General literally only cares about the money sales they make and not about the problems that consumers run into once we take delivery of the **. General ** are scammers, thiefs and un-loyal to there warranty coverage. I need help please.

  

  Business Response

  Date: 11/08/2022

  We are sorry to hear about this customers experience with our store. Unfortunately, General RV is still trying to get manufacturer approval on the customers repairs as we are having a difficult time getting warranty to cover it. General RV covered the slide repair as well as some labor costs as a courtesy for the customer. We are currently working with the manufacturer to reach a resolution and the customer will be updated by our service team as soon as we have a repair plan in place.  

  

  Business Response

  Date: 11/29/2022

  We are sorry to hear the customer was unhappy with our previous response.

  In review of the service history it reveals mostly minor repairs. However, the passenger side slide had issues. It would not retract. It was revealed that the cutout in the ** itself was off by 1/4 which was causing the slide to retract out of square, and thus,was causing the gear teeth to skip. According to the last work order, this issue is resolved. General ** covered the slide repair as well as some labor costs as a courtesy for the customer.

  The customer hired an attorney in late July requesting an exchange for a new coach. At that time, we shifted our communication to our legal counsel contacting the customers legal counsel.  

  I show our scheduling coordinator for the Dover location reached out to the customer earlier this month, but I don't see any calls back since that time. I also don't see calls from the customers number on file since July.

  We are currently working with the manufacturer to reach a resolution and the customer will be updated by our service team as soon as we have a repair plan in place.  

   

• Initial Complaint

  Date:10/27/2022

  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 Bought A New Motorhome 2023 Thor Gemini 24KB on September 15, 2023! There are issues with faulty equipment the dealer is not repairing!! I have been given a multitude of reasons and still they tell me there is nothing they can do and i have to take it the way it is. I did not buy a vehicle in as is condition, this is a brand new vehicle that was and is not functioning at 100%. I either want them to replace the unit with a vehicle that is 100% or return my money!!

  

  Business Response

  Date: 10/28/2022

  The part needed for the customer was on national backorder from the manufacturer. Our service team was able to source the part in order to receive it sooner, and it is currently being shipped and our store expects to see it on Tuesday. The customer will receive contact today, and we will install the part as soon as it arrives.

  Customer Answer

  Date: 11/01/2022

  [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. I only hope this happens!!!

  Regards,

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

• Initial Complaint

  Date:10/27/2022

  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 bought a 2016 rv from general rv when we did the walk around and found a few problem one being the slide made a crashing sound they said they would fixi and to take the rv and make appointment when I made the appointment they didn't know what was wrong with it to pay a service charge and they would check it out and then they wanted me to use my warranty to pay for the slide and motor which they are suppose to fix from the walk around it has been 3 weeks since I brought it in every time I call ****** the service advisor they tell me she eiither with someone there or she didn't show up that day they told me to call her back I do not know if they started it or not please help me

  

  Business Response

  Date: 11/03/2022

  We are so sorry to hear about this customers experience with our store. After being made aware of the issue, we attempted to run the repairs through the customers service contract, which was denied as it was not covered. However, General RV is willing to cover the cost of labor for the repair, and the customer should expect a return call from their service advisor soon if they have not yet received one.

  Customer Answer

  Date: 11/03/2022

  [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:10/17/2022

  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.

  General RV still has not provided the resolution I desire.The "prep" fee is a joke when so many items were missed! It is ridiculous to have to pay $2200 for a lackluster prep and so many items missed.I am a 100% disabled veteran with severe PTSD and Anxiety. The multitude of issues that this unit has is causing my anxiety to skyrocket. I purchased this to travel the country with my cats and SERVICE DOG and I have ZERO faith in this unit anymore. I stress out and get incredibly anxious just thinking about future issues this will have even after the warranty work. I cannot use this trailer as I intended when all I do is stress and get anxious that while I use it more items will break. The furnace last trip did not auto shut off overnight while sleeping and I had an anxiety attack my service dog was going to die from overheating when she woke me panting and whining. I DONT CARE HOW MANY TIMES YOU SAY YOU STAND BEHIND YOUR SERVICE DEPARTMENT as they are the ones who missed the items to begin with or lied and said "that's how its supposed to be." I want General RV to make this right by a disabled veteran and just refund the prep fee. Make this right! Instead of hiding behind your "great service department" and saying it can be fixed under warranty.DO NOT SEND THIS BACK TO THE DEALERSHIP. CORPORATE CAN MAKE THIS RIGHT! My next steps will be to alert all the local news stations on the unethical practices of General RV and their poor treatment of a disabled veteran if my fees are not refunded. Its $2200 in prep fee and $1700 in a freight fee. Is it worth all the negative publicity over $3900 from a company so large?Please believe me when I say I will not stop until I am refunded.

  

  Business Response

  Date: 10/18/2022

  We are sorry to hear the customer was unhappy with our previous responses to his BBB complaints. I confirmed with our service team that the repairs the customer requested have been completed, besides the step which has been ordered, and the customer picked up their unit on 10/17/22.

  If the customer has unresolved repairs issues, the customer can contact our service department. If the customer doesn't wish to work with our Mount Clemens location, we have several dealership in the metro Detroit area that would be more than happy to service the customers coach. The manufacturer carries the warranty for the customers unit, so if the customer has concerns regarding the craftmanship of the coach the customer can contact the manufacturer directly to address those concerns. 

  In regards to the prep and freight fees, these fees pay for services completed on the coach and will not be refunded. If the customer feels items were missed during the prep of the unit, we can schedule him to have these items address/diagnosed by our service department. 

  Customer Answer

  Date: 10/26/2022

  [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:
  
  Refusal to accept responsibility and provide a refund.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/13/2022

  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.

  After the service techs, service rep, and a manager admitting that the prep failed to meet expectations as it should have, General RV still refuses to refund the prep fee. They have stated they never refund under any circumstances and also refuse to release the prep inspection to prove those issues were not present on prep and not corrected.Additionally, the finance manager *************************** has not answered any of my calls, not responded to email or multiple voicemails to cancel and refund all additional coverages I opted into. I no longer wish to have these coverages and she told me I can cancel at any time and to just contact her to do so. However, she will not respond.

  

  Business Response

  Date: 10/14/2022

  In regards to the cancellation matter, this customer has been in contact with our customer care team and the customer can request the cancellation forms from that team. The customer has spoken with the service managers at our Mount Clemens locations and they are working to get his unit serviced and completed.  

  Customer Answer

  Date: 10/14/2022

  [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:

   

  Yes warranties are being cancelled.

   

  No, I was not put in touch with the service manager.  I spoke with the sales manager ***** who stated he would speak to the service manager on m behalf to try to expedite my service however that does not seem to be happening.  ***** also admitted they "fell short" in completing the prep and that's why he offered to attempt to get the service department to expedite my warranty work.  However, as of today I still have not even been given a list of what is approved for warranty repairs or a time frame for those repairs.  Additionally, my time lost using my trailer has value to me.  All these factors means that the only resolution I will accept is a complete refund of all fees charged to me by General RV including both freight fee and prep fees of $1700 and $2200.
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/20/2022

  Once you have completed the cancellation forms, please return those to the ************* team. We will get those filed with the Cancellations department. 

  In regards to the service and repairs, the customer's coach has been returned t as we await the arrival of the *************** piece. All other repairs requested by the customer have been completed.  The customer should have signed work orders at the time of drop off and pickup that show the work that was done. 

  As explained in our previous responses to the customers other BBB complaints and in conversation with the customer via phone/email, the prep and freight fees will not be refunded. These fees paid for services that were completed on the customers coach. 

  Customer Answer

  Date: 10/20/2022

  [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:

   

  Unacceptable response.
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/29/2022

  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.

  On August 25, 2022, I purchased a 2021 Jayco Precept 34G from General ** in Wixom, Mi. I traded in my only vehicle, a 2013 Dodge Ram ****, as a down payment. The day I was supposed to swap vehicles, I was told I needed to give them another $10k for the down payment and that the ** had a recall that needed to be fixed before I could take possession of it. They gave me a quick tour of the ** with all the lights and equipment running but we never checked all the plumbing. Because I was trading my only vehicle, I was told I could hold on to it until the ** had the recall fixed. About a week later, the salesman called me and told me he bought my truck from the dealer and wanted me to drop it off at the dealership, otherwise he would get somebody to come to my house and pick it up. This left me without a vehicle for almost a month while the ** was in getting the recall fixed. When I finally got to pick up the **, I took it to a local camping site where I realized the refrigerator water and ice dispensers were not working. I noticed the supply valve was shut off so I opened it only to find water leaking on the floor shortly afterwards. I closed the valve and immediately took it back to General ** to have the leak fixed. It took almost three hours before I was able to talk to a service adviser. Its now been 6 days since then and I was told today that itll be another ***** hours before someone would get back to me. I need somebody to help me with this situation please!

  

  Business Response

  Date: 09/30/2022

  We are sorry to hear about this customers experience with our store. Our team is working diligently to repair the customers unit. A few of the parts have come in, but we are currently waiting on the remaining parts to be delivered so we can make the needed repairs. 

  Customer Answer

  Date: 09/30/2022

  [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:
  
  I received a voice message from General RV last night telling me that my RV is ready to be picked up and that they still have to order a part. This part was supposedly ordered in front of me as they looked it up on their computer last week. Now they are telling me they havent ordered the part. I will be going to General RV today to check the status of these repairs. I highly doubt they did any repairs to the RV. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/21/2022

  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.

  On June 10, 2022, my wife and I purchased a 2015 Jayco Precept Class A ** from General ** in ***********, **. The total purchase price was $103,117.22. We paid $20,000 down at the time of purchase.Prior to purchasing the *** we noted that the cabin air conditioning did not maintain a constant cool temperature. Our salesman agreed and committed to having it repaired before we took possession. Something was done to attempt to correct the *** however, it was no longer cooling by the time we arrived home with the ** about 20 minutes later. We immediately called General ** and reported that the ** had not been fixed as agreed upon. We were given an appointment for July 5th to bring the ** back to General **. On July 20, we were told that the ** had been fixed and the ** was ready for pickup. At that time we determined that it had not been fixed and did not bring the ** home. After many calls to General *** we were told that General ** was sending it to a shop for repair on Aug 1. On Aug 11, we were told that the ** was being sent to a different shop for repair. On Aug 29, we were told that the ** was being returned to General ** with the part needed to repair it. On Sept 13, we were told by General ** that they had to order the correct part. That part arrived on Sept 19 and we were contacted on 9/21 by General ** that our ** was fixed. Today, 9/21, I determined that the same issue exists with the **.We have no confidence that General ** has the ability to fix the agreed upon issue, nor has it been easy to get any information from them. We would like to return title of the ** to General ** for a complete refund.General ** Invoice quote # ******

  

  Business Response

  Date: 09/30/2022

  We are sorry to hear about this customers experience with the store. With this being a dash AC fan issue, we are at the mercy of a third party sublet repair center. General RV doesn't work on chassis issues in house. We have tried a handful of local repair places with no luck. To add onto that, the hurricane is causes additional closures. 

  Customer Answer

  Date: 10/08/2022

  [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:]

  While I appreciate that General RV both admits responsibility, and that they have not been able to either repair or get the ** repaired, I see no resolution to the problem other than to continue to wait and pay for an RV that I have no confidence will be repaired.

  
  The RV I purchased was not new, so some defects were expected, but I expected that major systems would function. I have no way of knowing whether General RV knew about the ** not working and sold it as is, hoping the buyer wouldnt notice until after taking possession. Or did General RV do such a poor job of checking this RV that they did not detect this problem? If this is the case, Im wondering what other major issues they missed or decided to let go to the buyer. Their policy is that whatever the buyer detects prior to purchase will be repaired by them.  After that, youre on your own.

  
  In their response, General RV refers to the issue as an ** Fan issue. By now I think we can all agree that General RV has no idea what the issue with the ** is.  In fact, when I was listening to the ** with the General RV technician, I pointed out to him that the compressor was cycling on and off continually. This makes me think that a new compressor may be needed. Is this an expense that General RV does not want to incur? And actually, the ** fan is working; its just blowing hot air!

  
  Interesting that FOUR MONTHS ago when we purchased the *** General RVs excuse for poor service was COVID; now its the hurricane!
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/15/2022

  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.

  Poor and inadequate customer service and maintenance. We took our RV in for service and the initial contact was terrible. We recently decided to take a trip and the issues that they said were fixed they actually made worse. For example, we had an issue with the refrigerator not working properly. We recently found out that when they examined the problem, they failed to put the reconnect the refrigerator properly. There were loose wires outside of the access panel, they did not put the cover back on the motherboard, and upon calling to tell them to tell them about the problem, no one will return our calls for at least a month now. The refrigerator still does not work properly, They ordered parts for the refrigerator that don't even coincide with what is missing. We drove 3 hours to their location and I want a refund of what they charged me because they are worthless. This is my 2nd encounter with General RV, the other being in Canton, and both service departments are terrible. I do not with to deal with them any longer and I want my money back for the job they did not do.

  

  Business Response

  Date: 09/21/2022

  We are sorry to hear about this customers experience with the store. When we completed the fan repair to the refrigerator it was tested on 110 and working properly. The customer used the fridge on LP and this function wasn't working properly. Our service team has reached out to the customer to assist with getting him to another store, but the customer was a few hours from one of our locations. We advised that a mobile tech may be the best option currently. 

  Customer Answer

  Date: 09/21/2022

  [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 will contact a mobile RV company or another qualified person in the area as instructed per the response and the conversation from earlier, however, what this gentleman failed to put into his response is that he mentioned he would reimburse us for the cost of the repair.  Upon stating this in writing, we will certainly accept his response.
  
  Regards,
  
  Dr *****************************

  

  Business Response

  Date: 10/04/2022

  Our ***** team followed up with the customer and he will be stopping by our ******** location to have the fridge diagnosed as it isn't working on LP. 

  Customer Answer

  Date: 10/04/2022

  [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 has not yet resolved my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  This matter will be resolved once the refrigerator is returned to working order.   
  
  Regards,
  
  Dr *****************************