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:09/08/2022

  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.

  I purcha*ed a brand new 2022 RV from General Rv over a year ago. Their *ale*man lied to me and promi*ed me a *pare tire that never happened. When I arrived to General Rv again they *aid my RV wa* ready but they were trying to *ell me an entirely different RV a year older without me verifying the Vin number. I caught there *cam and had to come back when correct RV arrived, eight hour* later no one at General Rv *howed me anything about the coach in fact the propane didnt work, radio *tolen,dent* everywhere, paint job filled with caulk and chip* all over, bed broken,window* leaking,electrical i**ue* everywhere, vent* not working, wallpaper, trim, bathroom mirror falling off the li*t goe* on but they a**ured me I am under warranty and it will all be fixed however Ive called General Rv and their headquarter* for over a year now *till waiting part* and they do not re*pond to me a* my coach i* getting further ruined becau*e of the rain water ruining my coach all together *ince the window* all leak. I have not been able to u*e my coach once and I emptied my *aving* to purcha*e thi* unit and theyve ignored me and lied to me about taking care of the *ituation.i have primarily been working out of the ***** ******* General Rv and I am ju*t getting the runaround from General Rv and thor. I am *till being ignored a* my brand new coach i* being de*troyed becau*e of a very poor conver*ion and poor communication. My lawyer want* to take on thi* ca*e becau*e it will clearly fall under the lemon law but **** *ay* that i* not the ca*e becau*e they can fix everything but it* been over a year and **** ha* ignored the Better Business Bureau re*pon*e* and now General Rv ha* been ignoring the *ituation all together and I ju*t want my coach to be u*able it wa* brand new thi* *hould not be the ca*e I am very up*et I need thi* to be taken care of in*tead of being con*tantly ignored from General Rv and now General Rv * Headquarter* ha* not re*ponded to thi* *ituation. Very di*appointed!!!

  

  Business Response

  Date: 09/09/2022

  We are sorry to hear about this customers experience with our store. On 4/29, a work order was created and we wrote up 17 work items to be completed. Some of the items were denied by the manufacturer and on others we experienced a delay in getting an approval. At that time, our advisor informed the customer who became upset. She stated she was never coming back and would be contacting her attorney. We aren't currently in possession of the customer's coach.

  Customer Answer

  Date: 09/09/2022

  [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:
  Their response is not a resolution I have called many times and scheduled my van to be there but they still do not tell me when the parts are ready. They are very unprofessional and are allowing my brand new coach to be destroyed by not having the work done. They are required to fix all these issues under warranty and they are ignoring me and the issues which is against the contract
  *******************************

• Initial Complaint

  Date:09/01/2022

  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 new travel trailer from General RV in Oct. 2021. When we purchased it, the salesperson was very excited to tell us about the "Keep You Camping" program the company advertises (check it out: https://www.generalrv.com/rv-service/keep-you-camping) that promises a same-day repair plan.We had a "camping critical issue" (as defined by General RV) on a Sunday and waited until Monday morning when their service department opened to reach out. We called a couple times and were sent to voicemail both times. So we left a voicemail. We heard nothing all day, so after more unanswered phone calls, we sent an email to the service manager. That email has still not received a response.It wasn't until Tuesday that we heard anything from General RV's service department. They asked us to send pictures to help diagnose the issue, which we did immediately. At this point, their ************* team (which has no phone number published on the website) reached out and promised to contact the service department and give us an update before end of day. That didn't happen. Wednesday came and went without anyone communication from the service department, too. And the ************* rep did not call back to check in as she promised to do on Tuesday or Wednesday, either. We were left in the dark. On Thursday (4 days into receiving our "same-day repair plan") the service department finally called back. The only information they had was that our unit was not under recall (which we already knew by this point from speaking with the slide-out manufacturer and other RV dealers who diagnosed the problem over-the-phone same-day).Look, I understand that your service departments are busy. All I got from your team was excuses: a bad storm in ********, a sick dog, a holiday weekend coming up, etc. I've yet to receive even an apology for not being able to deliver on your Keep You Camping promise. Why do you set customers up for disappointment by advertising something you can't do??

  

  Business Response

  Date: 09/02/2022

  We are sorry to hear about this customer's experience with our store.  
  
  The customer came out to a conference somewhere in ********.  During that trip they encountered some slide issues.  They reached and spoke to *****************, our service manager on Aug 30th.  He asked them to send some photos of the issue, which they did.  **** asked *******, one of our Service Writers, to look up and see if their issue was part of the national recall currently in effectit was not.  ******* contacted the customer on September 1st to let them know the good news that it was not part of the national recall as well as to get a repair plan in place (i.e. the pictures supplied by the customer showed the gear track is getting chewed up and we would have to diagnose why that was happening (i.e. measurements, placement of parts, and pre-authorization of work from the factory).
  
  At this point the conversation went sideways, the customer was not happy that the repair was not just a quick 5 minute fix and therefore our KYC (Keep You Camping) program was a hoax.  We offered to get her in the same days she arrived, all we needed to know was what day that would bethe customer couldnt give us a date and kept insisting that it should only take 5 minutes to fix.
  
  Later that day, *****************************, one of our *********************** Representatives, reached out to and let us know that the customer reached out to ******* (the slide-out manufacturer) and they got her an appointment with another Dealer in the area they were at (I believe that was **********).

  Customer Answer

  Date: 09/02/2022

  [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:]

   

  I am glad that this is how General RV chose to respond my complaint because it demonstrates the exact lack of concern for their customers, outright culture of lies, and complete disrespect for their customers. I am being blamed for the lack of communication this business had with me and ridiculed for having to travel hundreds of miles to a dealership that isnt the one I purchased from because I couldnt get them to communicate effectively.

  
  Heres the truth: I called on September 29, left a voicemail, and sent an email to *****************. It is absolutely false that I ever spoke to ***************** (on the phone or in response to my email please send proof of that claim). 

  It is also false that I expected a five minute fix. All I ever expected was the same-day repair plan that your Keep You Camping program promises. I never received that same day repair plan (even after four days) and therefore was unable to plan where I should head to get my malfunctioning slide-out fixed.

  After ***** from ************* promised to check in on both Tuesday and Wednesday and failed to do so, I gave up and called more than 30 dealerships to find someone with availability to fix it. All of the people we called were able to diagnose this common issue with Apex Nano slide-outs over the phon and let me know a timeline for repair on the same day. All I ever wanted from General RV was clear communication and a same-day repair plan, as promised.

  Yes, this service issue went sideways. And everyone reading this can see why: because of a time who lacks any accountability for their brand promises and is more willing to blame the customer than to take ownership of their mistake.

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

• Initial Complaint

  Date:08/24/2022

  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.

  3 weeks ago i called to have a new hitch, reciever, *** wiring harness installed on my work van. They quoted me $547. After i dropped off the vehichle they called me, *** told me it would cost over $1300. They nearly tripled the price. The boss refused to come talk to me about the issue and refused to honor the price given. **** made me out to he a liar, anfi was complelty embarresed when i picked up my van, as other customers heard what they had said about me. I feel very taken advantage of. I woukd appreciate a sincere apology from the manager *** for them to honor the price originally given, although i was informed thats not going to happen.

  

  Business Response

  Date: 08/24/2022

  General RV is dedicated to addressing customer issues.  According to our Service Manager, this just transpired today.  The customer claimed he was quoted a price to install a hitch over the phone.  He did claim that he talked to one of the employees, and that person had quoted that price to him.  The employee has been with us for several years and said he did not speak to this customer over the phone and was not the advisor that the customer scheduled with.  Parts or services will rarely quote hitching over the telephone unless a customer asks for a specific hitch. Then we leave it open on the labor end until we see the vehicle it is being installed on, as every car is different and presents different install opportunities.  We asked the customer to provide a written quote from us on the job, which was not just a hitch; he also wanted a brake controller installed, which required a significant amount of wiring in the vehicle.  As soon as our *********************** heard the price being tossed around by the customer, he knew that the cost was incorrect and the quote was incomplete.  He promptly ran around and priced everything so we could present the customer with a quote for the work he wanted.  The hitch he needed was already more than the quote he claimed to have gotten over the phone.  We priced it out in the $1350 range to be completed today.  The customer did not want the work completed, so we released the vehicle to the customer.  The customer did not request to speak to a manager, or Service Manager would have gladly talked to him as he called in and was here in person.  We rejected the price that the customer claimed when it was brought to  Service Manager by an advisor.

  Customer Answer

  Date: 08/24/2022

  [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:

   

  This is not a resolution at all.  Still no apology, rather General RV is blaming me. When i called to schedule the appointment originally, they yransfeered mr to *********  I told him the can needed the receiver, wiring everything.   He called me back with a price, i then proceeded to schedule the appointment.  Thats when i was emailed and asked to give me vans vid #.  Once again i would appreciate a sincere apology and for General Rv to sinserely apologise, and make the situation right by honoring the orignal price given, rather then ridicule and insinuate I am lying.  

  Respectfully,

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

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

• Initial Complaint

  Date:08/23/2022

  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.

  My wife and I purchased an RV in June of 2021. Upon inspecting the vehicle it had material defect which has resulted in it being in their possession for WELL over 2 months of our very short ownership. They have failed to: provide parts that were promised, install parts in a means that is of quality, perform warranty work without damaging / causing more issue, communicate in a timely manner, and to address all issues documented the day after our purchase. Outstanding items: 1. Originally agreed to remove a dent from the *** The customer service rep received a quote, and a timeline from their body work partner. I waited 7 months for the repair window only to be informed that they would not be repairing damage sustained while the trailer was in their possession.2. A missing door slide has been ordered Aug 2021. They have failed to produce and install this part. 3. The window repair is faulty/sloppy. The caulk is dripping out of the window seam and onto the body of the ***4. The window at the dinette does not lock.5. During the course of repairing #3, they broke two shades. They measured and informed me that they ordered the shades. No shades were ordered, and they are now asking me to ***************** to measure again. They claim the manufacturer is not replying to their calls, however within 5 minutes of emailing the Forest River/Ibex warranty ***** they replied and are locating the part number for **** would prefer to make one last trip to General RV to have them execute the warranty work we agreed upon in a satisfactory and timely manner. I would like General RV to put their repairs and timeline in writing to ensure they are held accountable.If they can't do this, i would like a full refund on the trailer as i can't continue to make payments for it to be sitting on their lot. i can't continue to take time off of work to drive to ashland/pick-up/drop-off our "brand new" camper.

  

  Business Response

  Date: 08/24/2022

  General RV is dedicated to addressing customer issues.  While we understand the customers frustration with high gas prices, they do not want to keep going back and forth and traveling.    To resolve the issues, we need correct measurements and confirmation of the problems. It would be better for the customer and service to go over the customers claims and address their problems will either bring us the unit or get the measurement for the part he needs himself and give it to service; after talking to the customer, he does not feel comfortable doing the measurements. At the customers convenience, he can schedule an appointment to bring his RV and document all the issues. 
  

  Customer Answer

  Date: 08/24/2022

  [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:]

  General RV has been provided the part numbers and has had numerous opportunities to measure and correct issues (see lengthy history of parts being ordered, not installed and or installations fumbled, and little to no communication. E.G. it took BBB to even have management truly address my concern. 

   

  I would like General RV to document exactly what will be done, and when it will be done, and what assurances they are offering that it will be done correctly and to industry standard. 

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

  

  Business Response

  Date: 08/25/2022

  General ** has suggested that the customer bring his ** to the shop for service and parts orders. So we can go through the ** with the customer and write up all complaints; any confusion will be irrelevant because everyone is on the same page.   Once all the problems are written up, the customer will be given a copy of the work orders.   General ** does not hold or own any Manufacturers warranties, and all warranty work needs pictures, a description of the problem,and the reason for placement.  If the manufacturer decides to approve the warranty work, then a purchase order is written and goes to the Manufacturer for parts; the time on the parts can differ depending on what work is being done.    If the repairs do not hinder the customers camping, we suggest that they take their ** with them to enjoy it and schedule an appointment at their convenience when the parts come in, which they will receive a text message stating they arrived.  We want to repair the ** properly according to manufacturer rules and guidelines.   If the customer does not want to bring the ** in, the only solution we can offer him is that he can take a picture of the part and send it to the parts and service department to be ordered. We do not want to add more work for the customer or frustration. We want to work together on a solution for everyone to be happy.    

• Initial Complaint

  Date:08/12/2022

  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 an ** in Sept. 2021, we have since taken it back for some repair work to be done on multiple occasions. We have not had the repairs done due to parts not coming in they say. When calling the manufacturer the ** came from the problems we have are known problems and they never received the order for the parts that the dealer told us they had ordered. I have since contacted a different person at the dealer and she assured me it would be taken care of. We have told them since November 2021 that we were taking a trip in July and needed the ** fixed. This didn't happen, and while on the trip the A/C (which is one of the things needing fixed) went out on us. We took it to a ** place in **** and they said they didn't have part but if we brought it back in a week they could fix it. We were not coming back that way so we contacted General ** and told them and also told them that this place could get the part in a week but they have been telling us since November they couldn't get the part. Since this initial complaint we have had several more items to break or quit working and they have continued to lie to us and refuse to return calls or emails to help us. When we pay over ******* for a ** we expect better service.

  

  Business Response

  Date: 08/16/2022

  General RV is dedicated to addressing the issues of its customers.  Our service advisor has been working with the customer since they brought their RV to be repaired and diagnosed. Unfortunately, we could not complete one of the repairs when they came due to not having the Model and Serial #. They needed the repair to be completed within a specific time frame, and they were not expecting the dash AC to be replaced or any other thing; they understood it was just diagnosis. When they picked up their *** they understood that we would have to schedule an appointment and informed the service advisor that they would be traveling. After that point, their daughter would be using the *** so there is nothing we can do for them until they return on September 1st to drop their unit off to complete their repairs.
  
  As for communication, while we understand that it can be frustrating to get in touch with us VIA phone, they know they can contact us through email, and we typically respond within ******************************************************************************************************************************* meeting all of the deadlines. Unfortunately, the customer encountered more problems as they progressed on their 20-day trip.. 

• Initial Complaint

  Date:08/05/2022

  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.

  Purchased a brand new Winnebago travel trailer in April of 2022 for approx $20,000.00 from General RV in Wixom, Mi. General RV has a "Keep you camping" policy which states ".If you are experiencing a Camping Critical issue, call any General RV location during Keep You Camping hours (Monday through Friday, 9 a.m. to 5 p.m.). You'll receive a same-day inspection and repair plan outlining the timeline for repairs. Most Camping Critical issues can be resolved the same day. If parts need to be ordered, they will be expedited to get your RV back on the road as soon as possible. Once the repair is complete, you take your RV home!" The travel trailer was used 3 times. On the third use the slide out became stuck and no longer extends. This issue falls under the "Keep you camping" guarantee as stated on their website: https://www.generalrv.com/rv-service/keep-you-camping Our trailer was not inspected for about 6 weeks as we turned it in on 6/2/22. We started calling mid to late July for information on the repair but no one in the service department would answer our calls and no return calls were made despite several subsequent calls. I had to leave a voicemail begging for a call back and received a call back a day later and was told no inspection had been done. A week later was told there was a diagnosis of the problem - the slide out is not functioning. Was informed by General RV that the manufacturer, Winnebago had to authorize repairs. This stipulation is not stated in the "Keep you camping" policy. 2 months later no work has been done, their policy is not being followed. There is little to no contact with the service department. Making payments on something that cannot be used seems wrong and no contact about my property is very poor customer service but not following company policy leaves a customer with no recourse and is highly upsetting.

  

  Business Response

  Date: 08/08/2022

  General RV is dedicated to the concerns of its consumers. General  RV is waiting for four Z clamps for the new slide rack. As we said before, General RV does hold or own any manufacturers warranties,and the Manufacturer must approve warranty work and they will send us the parts we need.  The manufacturer said that the *** is two to three weeks out. The service manager reached out to the customer and conveyed that they have a minimum of two to three weeks.  The customer had stated that he would pick up his RV and use it in the meantime. The service manager will call the customer to schedule an appointment when the parts come in to complete the repairs.  ell us why here...

• Initial Complaint

  Date:07/22/2022

  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.

  Purchased a brand new ************ Reflection 5th wheel. Paid over $70,000 with all the warranties. Used it 2X, the copper pipe burst in the hot water heater (its an all season camper.. supposedly) Now no water can be hooked up at all! Although the company website said this is considered critical/urgent repairs, Ive tried calling for months, left over 6+ messages because no one in the service **** will answer. No return calls. Called the sales to reach a human, was put on a service log for return calls and left a message on the service managers phone.. still no calls back! Have not been able to use it all season/summer. Cannot get anyone to assist!

  

  Business Response

  Date: 07/26/2022

  General RV is dedicated to addressing the concerns of its customers.  The service department has reached out to the customers and has scheduled an appointment for August 4th @ 11:30 a.m. to inspect and address the issues with the water heater coil.  

• Initial Complaint

  Date:07/20/2022

  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 has yet to fix my propane system that was broke on the day I purchased my class b on 7-28-21. When in got home I noticed the medicine cabinet door was also missing. My customer rep. is Jacky and she has yet to resolve this issue.She won't return calls, or emails so one day I was travelling by there and decided to stop in and see the Manager, *************************. I explained my issues and the fact about I couldn't get a return call and he told me that the customer service team couldn't possible call every person back, Just to many phone calls a day!! I couldn't believe he said that? Wow!! Anyway he told me to take somewhere else and he'd pay up to $250.00 The worst thing is they push the extra warranty's on the buyers but won't even take care of the 1 yr. manufacture warranty.. GLAD I DIDN'T FALL FOR THAT ONE!!It's been a year now and my issue is still not taken care of.. I want General Rv to pay to fix my Rv.. I don't trust them to..

  

  Business Response

  Date: 07/21/2022

  General RV is dedicated to our customers and are sorry to see that this customer had some communication issues with our team.  Our service teams are working hard to address customers issues, but the shop is scheduled and busy.  The manager did tell the customer all that time ago that we would pay for it up to $250 and the customer has not had that work done.  General RV is happy to get the customer in for an appointment, but must be aware that we are very busy and there will be a delay.  NOTE: a call back *** take up to 48 hours due to the volume of customers we are servicing. 

• Initial Complaint

  Date:07/20/2022

  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 our 2017 Cougar camper last year and went to winterize at the end of camping season last month and apparently the instructions posted on the inside panel of the camper was missing a step. We had General RV winterize our camper and we had to pay $150.00. We used for the first time this Spring at our seasonal site and filled with water and the water tank fell out the bottom. We called around the middle of June 2022 to schedule an appointment. We were told to bring in on June 28, 2022 and it would be looked at.My husband went in one day early due to being out of town on 06/28/2022. He waited over 3 hours and was finally seen by ******* in service. He said he would have the camper looked at and find out whats wrong by Wednesday because it was the 4th of July weekend and we were heading north. I called Wednesday evening for the status and he was gone so I left a message with the secretary and also on his voicemail. I called Thursday afternoon after no response. No call back. I emailed the Operations Manager and Service Manager and called both of them and left messages. To this date, NONE of the managers called me back. Finally ******* called my husband on Friday July 1, 2022 and stated that our camper was just pulled into the bay to be looked at and it would take a few hours. He knew that we needed to have back before then and promised my husband he would have it looked at. I called and talked to ******* and he was the rudest service person ever!! Told me that he didnt know how to check his voicemail and that he had only been there 3 months and I stated that this is horrible customer service and he stated, What do you want me to do?. After going back and forth with this condescending man, I finally hung up. There was no way that I was going to be treated this way. My husband called back to see if we could have our camper out front so we could pick it up and he was told, Since your wife hung up on us we arent looking at your camper

  

  Business Response

  Date: 07/25/2022

  General RV is dedicated to addressing the concerns of the customer.  There was an issue with communication and expectation on our end, and the customer picked up their RV without any repairs being complete due to their frustration.  The customer and the service manager had a good conversation formulating a plan regarding the repairs. Their RV is now on a permanent site, and their water system is still unusable. The customer will email the service manager a few dates that they will be available at the *** and service techs will go to where their RV is to fix and resolve their issue. 
  

• Initial Complaint

  Date:07/18/2022

  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 7-28-21 I purchased a Ethos class b 20 T. I saved up and purchased it with cash. I waited several hours the day I picked it up even though it was pre-paid in full. Come to find out at closing time they had been working on my propane system. The ** would not except propane. When I got it home the medicine cabinet door was also missing. They said it may have been taken off for another **.They told me to take it home and they would order the parts and have it fixed in a few weeks. 3-4 months go bye with several follow calls by me. They finally said to bring it in, they had the parts. I sat in the lobby from 9am to 5pm and shortly before closing Jacky came out and said the new part was damaged.Soon after a few weeks I followed up by emails and phone messages but never got a call back.I just couldn't believe that a company this large could have such poor customer service. So, one day I was heading to SC and pass the ** center on my way. I decided to stop in person and see if it would make a difference. Well, I got nothing!! So I asked to speak to a manager. His name is *************************. I explained to him what my situation was and that I couldn't get any return calls, emails regarding my issues.He immediately started defending the 2 Lady's in customer service and said they are inundated with calls daily and couldn't possibly call everyone back because there's only 8 hours in a day.. He also said, that was there biggest complaint that customers have. I guess if they don't get to you the same day your message is considered deleted?? I have a business and if I don't get to you today I'll make you top priority the following day"I regret purchasing anything for General **.. the sad thing is they pushed me hard to buy extended warranty's.. Wow" they don't even stand behind the manufacture warranty much less extended!! So glad I didn't fall for that!!This month is a year and my issues are still not fixed.

  

  Business Response

  Date: 07/26/2022

  Tell us General RV is dedicated to addressing the concerns of its customers.  The customer needed the top of the lp valve replaced, and the manufacturer denied the request because it could not be ordered separately; service was required to resubmit the warranty claim. We needed to order a whole new tank.  Once the new part comes in, the service advisor will call and setup up a date that is convenient to the customer and have any issues addressed.  why here...