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:05/29/2024
Type: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 have a 2022 Fleetwood Fortis, and Rev ***** it has several Recalls, one of which was cured by ****, however the additional Recalls were to be performed by the dealer. One of the recall items were found to be an issue as it was for hydraulic lines, which did burst.I took my ** to the Wixom General RV center where I felt it on August 7,2023.No communication til about October stating their were waiting on parts As time passed the weather changed I reported that the ** needed winterizing as the delay had passed the season. I was assured that the ** was winterized, however upon my inspection I found water in the Hot Water Heater, and cracked Filter cover. I am seeking to rectified and made whole as to the damages, in addition the remaining items that were not resolved by recall.
Business Response
Date: 06/07/2024
We are sorry to hear about this customer's experience with our store.
The store was able to get the customer in for an appointment on 6/3 and the coach is being worked on.
Customer Answer
Date: 06/07/2024
[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,
********************* Iii
Initial Complaint
Date:05/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/21/2024, My wife **** and i made a $1000 deposit towards a camper that we intended to purchase from General RV. During this process, ******************************* showed us paperwork of what monthly payment would be based off of a $5000 down payment. On the paperwork it showed $"330's" as what that monthly payment would be based on that down payment amount previously mentioned. After we were approved for the loan, *********************** who is a business manager at General RV reached out to me the following day and stated that ******************************* did not include the full amount for the loan. At this time, *** stated the monthly payment changed to $341, which was not what was agreed upon. My wife and **** and I discussed this as a red flag and for a potential of other information not being disclosed. We decided to not move forward with purchasing the camper with general RV. General RV refuses to refund $1000 deposit that was never disclosed that was "non-refundable."Business Response
Date: 05/23/2024
We are sorry to hear that this customer was unhappy with their experience.
After speaking with our sales management team, the error was the sales tax wasn't included in the original estimate.
Our sales team reached out, as the customer mentioned, and they told us they didn't want to purchase because they purchased from a friend of theirs.
We unwound the deal today and refunded them their money.
Customer Answer
Date: 05/28/2024
[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:05/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Monday the 8th of May we put ******* down to hold a fifth wheel recreational vehicle. On the 15 of May they contacted us with the preposed terms of the loan. We didnt like their terms so we ended the deal. As of today May 23rd we have not received our $ ******* deposit back. I have called several times and havent been able to talk to the finance manage hes always busy or in a meeting I spoke with several other employees who said they would fix it and they have not! After reading numerous reviews of this company we arent the only ones with this issue.Business Response
Date: 05/23/2024
We are sorry the customer was unhappy with their experience with General RV.
Our sales management team advised the deposit was refunded back tot he customer today.
Customer Answer
Date: 05/23/2024
[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:05/01/2024
Type: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.
11/2023 I bought the camper in ******* at General ** (Gen (**)11/22/23 I advised Gen ** that I had water coming in through the kitchen area and in the sleeping area and that a door was not properly installed. They scheduled 1/5/24 for a service appt 1/4 the appt was rescheduled to 1/19 due to delay with tow hitch installation and illness 1/19/24 i waited 7 hours in the ** store for the repair, then was told they could not repair it, and I could not leave it with them. I was told by gen ** that the manufacturer did not properly install any seals as this was a new unit version for them, and it did not come with the promised upgrades 1/31/24 I was told gen ** was still waiting on parts, no eta 2/5/24 I was told that "we got everything we need to to finish the repair. We agreed on a 2/23 appt 2/23 drove to gen ** again & dropped off the camper - Gen ** said it would be a day or 3 to let the repairs dry. Since then Gen ** is still in possession with the water issue and damage still persisting 4/6 I reached out to the owner / manufacturer ************************* online and he was unaware of the situation. We worked it out that if it is still not fixed up to brand new condition, he would have a truck driver pick it up on 4/8 at Gen **, and his team would take over the corrections 4/8 Gen ** declined to release the camper to the truck driver stating it is now fixed. I scheduled a pick up appt at gen ** for 4/12/24.4/10/24 I received an update from Gen ** that after testing it is still not repaired. They advised that they are sending back to the manufacturer.4/10/24 I contacted owner / manufacturer ************************* and advised that I want my money back or a brand new upgraded camper because I reported this issue 2 weeks after I bought it in Nov 2023, and I have been paying monthly for something I can't use and don't even have. He agreed that something more should be done for me, and he began contacting Gen ** I want compensation with a new 12lrk model due to my abismal experienceBusiness Response
Date: 05/03/2024
We are sorry to hear about this customer's experience with our store thus far.
Our Operations manager from our Richmond location contacted the customer on 5/2. They have discussed and came to an agreement on compensation for the time out of service.
Modern Buggy let us know that the customer's coach should have repairs completed early next week then they will be shipping the coach back to our ******** location for the customer to pick it up.
Initial Complaint
Date:04/26/2024
Type: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.
Our ** has been with them since January 5th for warranty work. We are finding it impossible to get any updates from the company, we don't know what work has and hasn't been done, and we have been paying for both the monthly ** payments and a storage facility for the ** without being able to use either. We were assigned a new service rep a few weeks ago and thought that might help, but ****** has been non-responsive as well. We have prepaid reservations for the ** for *** and need our vehicle back (fixed).Business Response
Date: 05/03/2024
We are sorry to hear about this customer's experience with the store.
We are currently waiting for the customers coach to get in a bay. One job is a part install, the second job requires a test drive and the third job is ******* needs to come out to diagnose the residential refrigerator. The pre authorization has been submitted to manufacturer.
Our service advisor will continue to update the customer as we receive updates on the progress of the repairs.
Initial Complaint
Date:04/06/2024
Type: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 brand new travel trailer and it has more than 20 problems and damages that was do e at time of manufacture so I had to bring to back to the dealership well now I have been dealing with 2 people one in the service center and she has clearly told me the unit isn't fixed yet but she wanted to pick it up and basically accept it the way it is with all the damages and problems and the other person is an email person and he kee0s telling me a manager is going to call me for the past month and a half I have left messages for the service manager I have left messages with corporate to have the owner call me and of all the people I have phone numbers to at general rv not one of them will text me back or call me none of them want to help or deal with the problems so at this point I want this nightmare all over with and just want my down payment back and this thing out of my lifeBusiness Response
Date: 04/11/2024
We are sorry to hear about this customers experience with our store.
Our management team has reached out to the customer to address his concerns and apologize for any delays.
We have ordered parts to address this items needing repair and will continue to update the customer as new updates arise.
Initial Complaint
Date:04/04/2024
Type: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.
Multiple issues especially with Propane leaks with stove since early August 2023,on 8/9/23 finally sent mobile tech out.. + bubble test,formed liquid even..leaked half tank in 17 days! General RV ***** wouldn't send anyone out to Cap to it. 8/22/23, Dizzy, difficult breathing called RN friend CO2 sensor going off, said call 911, EMS came taken to hospital for care. 8/31/23... NTSB, REVASSIST notified. DOMETIC STOVE Rep **** called heard of failure... sending out replacement stovetop, said..Defective regulator. ************** notified her, I heard nothing from them. Still uncapped propane stone regulator. Persons: *********************. ********************************* R ****** all involved. Then ******************* in finally transferred to work with at JAX, ***** store using fictitious names and non responsive. I had to finally bring RV in on Oct 13th to Jax to get propane leak fixed myself. Additionally, the non-working dash air conditioning that never worked since purchased bad thermostat, and compressor clutch disengaged. Toilet issues,etc Now, fast forward to current December 31st, coach slider fell out on drivers side. Full propane leak again from drive between ****** and *****, Mobile RV technicians cost $1,000, fee that ***** refuses to reimburse because they don't like how **** was written. Says: slide out damage, etc ...... Lpg severe leak.. external RV is not livable and recommend family evacuate until repairs are made. Inspected by tech....Red Cross alerted for complete Disaster relief Jan 1/1/24 RV by 4 mobile techs, sawzall tow straps and jacks got slides in. Driven to JAX General for repairs. I picked up RV 2 wks ago *** On repair form: Customer states;Verify That there are no LP Leaks.Mechanic PSW. HE NEVER CHECKED FOR LP LEAKS!!the coach arrived with an Empty LP TANK, NO propane leak dection WAS PERFORMED!Serious consequences could happen if I didn't see go over this list......and fill LP TANK go to sleep with my son as well as CO2 leaking Also Slide again fell out!Business Response
Date: 04/12/2024
We are sorry to hear about this customer's experience with our stores.
Back in December, this customer filed a complaint with the ****************. Our team in ***** was able to work with this customer once our corporate team was involved. In under a week, we were able to contact the customer and get the stove ordered. The customer was responsible to bring the coach in for an appointment to have the stove installed.
If an additional appointment is needed, please let us know and we will work to get the customer back in to review the slide failure.
Initial Complaint
Date:04/02/2024
Type: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 in ************* has had my fifth wheel for almost 6 months now(dropped off October 10, 2023). I brought it in for warranty work, they have told me that the parts are all there and several times they have told me that all the warranty work is done, when I go there to look at the unit almost nothing has been done. They have given every excuse known to Man and have lied about the work being done every time I talk to them. I have contacted General RVs customer care and also the manufacturer about the problems and still nothing happens. General RV charges $259 an hour for customer pay work and I believe they push any warranty work aside so that they can do the customer pay work because it pays better! The little bit of warranty work that it needed, in my opinion shouldve only taken a couple of weeks. They have terrible communication. They promised to give me updates weekly either by phone call ,text or email and they do not do it!! They now tell me they have given it to a good technician - so in other words, I had a bad technician working on it before which I believe is true looking at the couple of things that they have done! Instead of adjusting my fender, they cut it off without my permission, and instead of fixing my deck fencing, with a rivet, they ran a self tapping s**** into it which now the fencing doesnt work at all. I am asking the Better Business Bureau to help me in this situation get my RV repaired correctly and back to me.Business Response
Date: 04/03/2024
We are sorry to hear about this customer's experience with our store.
I see that the customer began working with our team in ************* in early March and provided a 15 item list of repairs. Since that time, we have been pushing the store to provide timely updates and to get the repairs completed.
The most recent communication update from the store was provided yesterday. The store stated they reached out to the customer and advised no new updates were available from the last conversation on 3/27. On 3/27, we advised that the tech came to the determination the seal on the garage door was incorrect and that was causing the door not to latch.
Once we ahve any further updates, we will have the store pass those along.
Customer Answer
Date: 04/03/2024
[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:] More lies and excuses from the service advisor ,He says he cant go out and check on my unit because he has customers, so another week has gone by without any repair work done. I was hung up on the last time I tried to get an update because I am complaining that its taking too long. This company does not care about customer service whatsoever. Thats why it has taken six months and still not finished. In my opinion, they should get on the unit and stay on it and finish it since they have all the parts (according to them )stop pushing it aside and do the work so I can have it back!
I dont believe I am being unreasonable since I dropped it off October 10, 2023. It now has run out of warranty and I believe that is their plan.
Regards,
*********************Business Response
Date: 05/15/2024
We are sorry to hear the customer was unhappy with our previous response.
We show the customers repairs were completed and the coach was picked up on 4/25.
Customer Answer
Date: 05/15/2024
[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:] The repairs were not all completed. After General RV kept my RV for more than 6 months I had to pick up my RV because I was leaving on a 5 month trip. There is still a long list of repairs not done! They have used every excuse and lie known to man and have it down to a science. The time my wife and I have lost being able to enjoy our RV can never be gained back. General RV does not care about service after the sale at all and I will never purchase from them again!!!
Regards,
*********************Business Response
Date: 06/14/2024
We are sorry to hear the customer was unhappy with their service and post sales experience.
We will provide this feedback to our service management team at the store as an example of areas to improve upon.
Initial Complaint
Date:03/16/2024
Type: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 this RV, and a complaint was filed with this company on 19 July 2023 with a list of items to be repaired. These items have not been repaired still. I have been in touch with the company and every time I talk to them, they tell me they will be in touch before the end of the business day, and this does not happen.Business Response
Date: 03/28/2024
We are sorry to hear about this customers experience with our store.
We would need to bring the customer to bring the coach here for service.
The issues that are on our list from the customer are: a fuel station switch not work, docking light not working and we need to reapply ECP to the unit once it is here.
We called on 3/28 and left a voicemail about setting up an appointment to get these issues taken care of.
Initial Complaint
Date:03/13/2024
Type: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 have extended warranty on my rv though ***********. I made an appointment for things to be fixed February 26 2024. When I dropped it off they had it back the same day which I was surprised about when I went to go pick up my rv that's when they informed me that I had to pay 944.86 on my credit card and with in 24 to 48 hrs I would be credited, next Monday will be 3 weeks. I've called, I drove down there and I get the run around. After paying and picking up my rv not all the repairs were done correctly. GENERAL RV IS OVER CHARGING AND NOT DOING THE PROPER JOB. There is so much more but don't know if I could get help with this issue. Just about 1 year after buying the rv I had to replace my transmission in my truck. When I was looking at this rv I asked 6 times to 3 different people at the dealership if my truck can handle this rv everyone kept saying yes. They were only worried about selling rv and making money. The transmission cost me 5911.00 in December 2022. My rv is 2022 Wildwood heritage Glen 271RL built by ****** *****Business Response
Date: 03/29/2024
We are sorry to hear about this customer's experience with our store.
Our service manager reached out to *** **** on 3/28 and apologized for his recent experience. We offered him a refund of $900, which the customer accepted as a satisfactory resolution.
*** **** is currently out of state but will address this matter upon his return to town.
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