Important information
- Customer Complaint:The complaints shown in this report reflect all complaints processed with the HQ location.
Complaints
This profile includes complaints for General RV Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 292 total complaints in the last 3 years.
- 61 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/12/2024
Type:Service or Repair IssuesStatus: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.
The GOOD- Thank you to ***** ********* (sales)and ****** ****** ( ***************** of General RV for your assistance in getting our deal done at the Hershey RV show. ****** continues to help us today.The BAD- Purchased NEW rv at show and while doing paperwork they tried to sell us demo at show. They corrected this and found a new?? unit in ********. We were scheduled to pick up on Oct 3rd.On September 27th 11:46AM we received a call (Voicemail) from Elizabethtown parts counter that our part was in?. We called back to see what this was about and was told it was a refrigerator. This was interesting since we bought a NEW RV. They said the phone call was in error and we shouldnt have received it??Continued: ******* at dealership on Oct 8th with a 11:30 appointment confirmed the day earlier. Upon arrival with our trade no one knew we were to get a 5th wheel hitch installed. Interesting? As the day continues we do our walk thru of unit and find a number of issues. Not happy now! One issue was the refrigerator didnt work. ??They issued a work order to have issues repaired. 15 mins go by sitting in waiting room and I go back to unit to see whats going on. I find ****** ******* and ***** ****** and wait, they tell me refrigerator was just replaced and not sure whats wrong. They General ***************** flat out lied to us about the parts call. Now Im livid!!!!!After another hour ****** and Scout ********* of alliance agreed to give us a new unit still being built. Thank you Scout!Then they tried to give us a substandard hitch for our truck and an RV cover where the box had been opened. Another long story!Left dealership with nothing! Had to cancel our trip on Oct *****thBusiness Response
Date: 10/15/2024
We are sorry to hear about this customer's experience with our store.
We have passed the feedback from your experience back to our management team to review with the store. When buying a new coach, we may experience repairs needed even though the coach is new/unused.
We are happy to hear that we were able to work with Alliance to come to a resolution.
Customer Answer
Date: 10/15/2024
[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 22414174, 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,
Peter Sielaff
Initial Complaint
Date:09/18/2024
Type:Service or Repair IssuesStatus: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 taking some time to cool off, I will share my review of General **. On April 23rd, we purchased a class C ** from them. Everything went smoothly until we realized that the couch we expected was different. During the walk-through, they offered us vent covers at a special price, but we later discovered that we were overcharged for them. Furthermore, we encountered issues with missing screws, which we had to pull over and fix. We were told after the purchase that a Maryland safety inspection was required, which we had never discussed before, and it cost us $******* week before the temporary tags expired, they found mistakes in the paperwork. Half the paperwork had the wrong VIN. They emailed us a new contract, but the prices and numbers differed. This led to frustrating delays and a lack of response from the dealership, which was particularly problematic as we had camp reservations set up more than a year in advance. The ** required warranty repairs, but we couldn't move it due to expired license plates. Despite our best efforts to resolve these issues, we lost our reservations and had to cancel our plans. The dealership failed to take responsibility for its mistakes, causing us frustration and regret. I would not recommend General ** to anyone, especially new buyers. It's essential to thoroughly check all paperwork and take your time with it to avoid being charged fees for which customers should not be responsible.Business Response
Date: 09/19/2024
We are sorry to hear about this customer's experience with our store.
I have passed this feedback along to the management team at that location in hopes we can learn and moving forward, improve our customer's experience.
Initial Complaint
Date:08/29/2024
Type:Service or Repair IssuesStatus: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.
Unit was in for leaks 4 times over 10 months . ********** wiper repairs took 4 returns and am not sure if they are fixed yet. General RV does not have an incentive to repair what they sell. they get payed for repairing warranty work while i am not able too use unit . General RV needs to be held financially responsible for my lost time.Business Response
Date: 08/30/2024
We are sorry to hear about this customer's experience.
The last work order dated on 7-25 is the last documented concern for his wipers, which was for parts that had arrived from a previous visit. Those parts were installed prior to him picking up early August. There was no mention or jobs added to the work order for any water leaks at this time. General RV currently has nothing stating that he has additional concerns with water leaks or windshield wipers. General RV does not hold the warranty on *************** AXIS. In addition, the factory warranty has expired as of May 2024. General RV considers this matter closed.
Initial Complaint
Date:08/10/2024
Type:Product IssuesStatus: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 gave a deposit of $500.00 for an RV, (stock# ******) and after it was inspected by a certified NRVIA inspector, I decided to not purchase the *** I ask the dealership for my deposit back, and it has not been refunded.Business Response
Date: 08/15/2024
We are sorry to hear about this customers experience with our store.
This coach was sold 1/8/2022. This coach comes with a one-year manufacturer warranty. The only service history we have for this coach is the *** and installation of a max air cover and eco pro. This coach has not returned for service since the purchase date. Also, he customer did not purchase any type of extended service contract. Every customer that purchased from ********* RV's and marine was given a policy with the Forever Warranty company. This extended contract requires an annual inspection and I don't see a history of this being completed. With that being said, the Forever Warranty policy is most likely void.
This customer is requesting that we transport her unit back to our facility and find warranty coverage for her concerns. We have denied this due to the fact that her warranty is expired. We have recommended that the customer reaches out to the forever warranty company and to ******* River for assistance as General RV does not hold the coach's warranty.Customer Answer
Date: 08/20/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau: This is not my complaint; I do not know anything about this.
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:]
Regards,
*****************************Business Response
Date: 08/23/2024
Hello **************,
Our sales management team advised that this deposit was refunded to the customer.
Thank you.Customer Answer
Date: 08/23/2024
[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:08/05/2024
Type:Product IssuesStatus: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.
Gave them a ****** refundable deposit in January 2024 and placed on my credit card.Decided not to purchase the camper and then proceeded to attempt to get our refund.Stated they refunded it,continued monitoring credit card,no refund came.Contacted Mt.Clemens General RV multiple time with no success.Called the corporate complaint department in ******* ,they reviewed the account and they found it was refunded to someone elses credit card.They said.No problem ,we would get our money back.That was mid June.No resolution occured.Then called Florida back and they told us we needed to contact Mt.Clemens again.Upon calling them again,they stated the employee that took care of our account no longer worked for them.And told us we had to contact our salesman.Called him and he stated he had to take this to his manager.FULL circle,sadly,lots of lip service and they dont seem to think it is their problem someone else got my refund.Bad Business Practice.Business Response
Date: 08/06/2024
We are sorry to hear about this customer's experience with our store.
Our sales management team from the store spoke to the customer today and explained what happened. The $500 has been refunded to the customer's card as requested.
Customer Answer
Date: 08/12/2024
[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 was satisfactory to me.
Regards,
*****************************
Initial Complaint
Date:08/05/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a 2024 ************ 5th Wheel from General Trailer. We have had nothing but problems. 1 Refrigerator door will not latch. We took it camping. When we got there the refrigerator door was wide open. Everything was on the floor. A bottle broke and cleaning it up I sustained a sliver of glass up my foot. 2- 2 chairs that are supposed to have a massage feature do not work. 3-The light in the front bedroom does not work. 4-The front right **** is faulty.5-They were asked to install vent covers on the top of the camper. Oh they installed them. We couldnt open them. My husband is supposed to take it back Monday August 4 for the 4th time because they didnt do anything the first 3 times. This is a 2024! We shouldnt be having these problems.Business Response
Date: 08/09/2024
We are sorry to hear about this customers experience with our store.
Each time the customer has had a service need, we have brought them in right away, without waiting for an open appointment.
Below are our response to each of the concerns noted by the customer:
1 Refrigerator door will not latch. We took it camping. When we got there the refrigerator door was wide open. Everything was on the floor. A bottle broke and cleaning it up I sustained a sliver of glass up my foot.
This was initially resolved on a work order created on 7/16/24. We made a minor adjustment on the latch assembly of the refrigerator door. The customer inspected the repair at pick up and agreed the problem was resolved.
On 8/5/24, the customer came in again with a concern of the door coming open in travel and causing food to spill onto the floor. Upon initial inspection, the door appeared to be latching normally. We asked the customer to demonstrate what was going on with the door. When he pulled on the door, he pulled hard enough to break the plastic latch mechanism. Damage like this is not covered by manufacturer's warranty. We replaced the now broken refrigerator door latch at no charge to the customer and provided an extra door latch for the customer to keep as a spare.2- 2 chairs that are supposed to have a massage feature do not work.
This was originally brought to our attention on 7/16/24. We found that the chair became unplugged due to personal items being stored under and below the chairs. These items move around when the chairs rock or are reclined causing the cords to pull out and become unplugged. We explained this and showed the customer where the plugs are and shared some advise to remove the personal items from this area.
The customer brought this concern up again on 8/5/24. Again, we found the chairs unplugged from the outlet. The cords being unplugged are not covered by manufacturers warranty. As a customer goodwill, we purchased and added an extension cord with a flat head design to help prevent this from happening again. This repair was also made at no charge as a customer.
***** light in the front bedroom does not work.This was brought to our attention on 8/5/24 and resolved within an hour. We found the light switch was loose and pulled away from the wall causing the wire to become unplugged. This repair is covered by manufacturers warranty.
4- The front right **** is faulty.This was originally brought to our attention on 6/13/24 while the customer was here for some advise on how to operate the water ******. We did not have him scheduled for a service visit, but we were still able to diagnose the cause of an error code. On this day, we started the warranty authorization process and ordered a replacement ****. Note that the only symptom of this issue was an error light. The full jack ****** was functioning normally and not effecting usage, The customer was encouraged to continue using the ** as usual.
During the customers visit on 7/16/24, the leveling **** was replaced and tested. No further error codes were seen.
5-They were asked to install vent covers on the top of the camper. Oh they installed them. We couldnt open them.Two black roof vent covers were installed by General ** at the time of purchase. We don't show any record of this complaint. It is likely that the customer came in and had this resolved just after delivery. They have not brought this up as a concern on any of their three visits since 6/13/24
Customer Answer
Date: 08/14/2024
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 never received any letter from them. Reading it here was the first time I saw it.
Regards,
*****/***********************
Initial Complaint
Date:07/29/2024
Type:Service or Repair IssuesStatus: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.
My husband and I went to General RV to look at purchasing at camper for the first time. **** (the salesperson) got back to us with a camper that he told us was in our price range and our length we were wanting. I gave him my credit card information (as a precaution if we were going to purchase, we would have to put $1000 down). After telling him we didnt want the camper they ran our card information anyway and charged us the *****. We have been trying to get our money back for over a week and havent had any luck. We keep getting the run around and they keep trying to sell us different campers, even though we have no interest with going to them now whatsoever. We just want our money back.Business Response
Date: 07/29/2024
We are sorry to hear about this customer's experience with our store.
Our sales management team confirmed that this customer was refunded today. We apologize for the delay.
Customer Answer
Date: 07/29/2024
[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:07/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 21 2023 we purchased a new 2023 Fleetwood Discovery 36HQ LXE RV from General RV of Dover for over $300,000. We had a April 15th 2024 appointment for warranty work. The appointment was made more than 2 months prior along with a list of items to be addressed. General RV of ***** is the point of purchase and the authorized service center for this RV. All items on the list, are and agreed to be warranty issues. General RV has had my RV for over 104 days. Work is not complete or not done at all. General gives excuses that make no sense at all. Realistic time to complete work should have been 4 to 6 weeks maximum.Please assist.Business Response
Date: 07/26/2024
We are sorry to hear about this customer's experience with our store.
The customer is correct that these are warranty repairs. With such repairs, we submit these to the manufacturer for approval before we can order parts and start the repairs.
We have reached out to the manufacturer to try and expedite these reviews.
Customer Answer
Date: 07/30/2024
[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:]This is an empty response that does not address the fact that General RV has had my RV for 3 1/2 months with no completion date.
Regards,
*********************Business Response
Date: 08/01/2024
We are sorry to hear the customer was unhappy with our response.
We are unable to give a firm date until we have received the parts and completed the install. We are working with ********* to get this accomplished.
Customer Answer
Date: 08/06/2024
[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 had our RV for 113 days! This is standard warranty work. There is no reasonable excuse for this poor of a service. When is this work going to be complete?
Regards,
*********************Initial Complaint
Date:07/22/2024
Type:Customer Service IssuesStatus: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 mother purchased a unit from the ***** location in April 2024. First was the delivery they would tell us over and over they were delivering that day just to not show up with no call or notification. I am active military and take off everytime they were set to show up with nothing even as a call or text. Then Was informed (in writing) a that time that due to some issues identified the service will be delayed (no problem) and that a technician will come out. Fast forward 4 months and DOZENS of calls they now will not. Parts are in and are refusing to answer anything to come do the work. I have legal POA and have been told over and over will receive a call. Nothing. Filed a case with cooperate in which a Ms. ******* told me repeatedly oh they will call you today, and of course not a call email or anything. Once I inquired more she proceeded to hang up on me and refused to allow me to have any contact with her management. 4 months and counting and General RV has held up zero obligations they promised and by far the WORST experience in purchasing. My fifth unit and I can assure would not touch this company again.Business Response
Date: 07/23/2024
We are sorry to hear about this customer's experience with our teams at ********************** RV.
We will address the concerns with our team here in corporate. We have reached out to the store again and asked they follow up with the customer regarding the parts and repairs.
Initial Complaint
Date:07/20/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought a new travel trailer on 6/26/24 at the dealership in ********************. Paid a $3000 deposit. We told the finance department that we had a budget and they assured us that they could get us financing within our budget, we signed all the papers and took possession of the travel trailer. THEY TOLD US THAT EVERYTHING WAS GOOD TO GO AND LET US TAKE THE TRAILER! On, 7/13/24 we received a call from the dealership that our loan was denied by M&T bank and that they found another bank that they thought would work. (M&T denied our loan because of where we live is the reason we got). We own our home and land which is in a 55 plus community which has a mixture of ** spots and homes. This was on a Friday, we told the Krtista at *** that we could not come until Thursday the next week. Our plans changed and I tried to contact ****** letting her know that we could come by on Tuesday the 23rd. I got a response back on Wednesday the 24th and they sent a courier to our home with the paperwork that we needed to sign. We signed the documents and did not hear back from ******. On Thursday I called and spoke with **** in finance. The new bank could not give us a payment within our budget. **** wasn't helpful, left us sitting and we weren't happy with the terms and we told him that we could not do it. He told that they did not have another lender and offered no other option for us. We told him that we would have to return the ***** When we returned the ** ***** and ***** told us that an error was made on the loan papers by ****** the first time. We had to return the ** because there was not enough time for us to find financing before we had to leave and did not feel comfortable taking an ** that we did not own. We feel that due to their errors and their misleading claims that we should get a refund of our downpayment.... We should not have to pay for their imcompetence.Business Response
Date: 07/22/2024
We are sorry to hear about this customer's experience with our store.
Our sales team has been in contact with the customer regarding their concerns on the loan payment. We are pending a response back from the customer for acceptance of the new loan agreement.
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