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

  
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  General RV Center

  13396 E Us Highway 92 Dover, FL 33527-4122

  

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:03/11/2024

  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.

  We purchased the motorhome back in Feb of 2022 and there were issues that were under warranty but they never fixed them or ordered the parts. There were several items that were broke and needing repair and over two years later we still do not have them resolved. You bring your RV in, they take pictures and write things down. But somehow your parts never get put on order and the issues don't get fixed. A couple of the items that needed to be replaced due to being defective were not replaced, but *****-rigged and marked down as completed. I have called so many times and keep getting the run around from the dealership and cannot get a service or branch manager to call me back to resolve the documented warranty issues. All we want from the dealership is to contact us to schedule service and fix these warranty items and get the proper parts on order to do so. *Broken air vent from day one and no parts on order to replace *Crack on outer living room window of RV and no parts on order to replace *Dining room shade does not function and no parts on order to replace *A/C k*** does not work on the number 2 setting and no parts on order to replace *Drivers seat swiveled freely and they attempted to fix but it is not correct, no parts on order to replace *We purchased a paint warranty package and have several spots that need to be taken care of - no service or schedule to get these areas fixed If there is any further information or documentation is needed please feel free to contact us to discuss. Thank you for your time and we look forward to trying to resolve these issues.

  

  Business Response

  Date: 03/15/2024

  We are sorry to hear that this customer had a difficult experience with our store. The customer has not been in for service since April of last year, and is out of warranty. The customer had an appointment for service with us on 3/4/24, but did not show up. We have since made contact with the customer and are working to try and resolve his concerns. Thank you. 

  Customer Answer

  Date: 03/15/2024

  Hello, i was instructed by ***** in the service department on 3-1 to miss the Monday appointment because the warranty parts were not in. She wanted to keep the appointment for 3-4 on the schedule so Autumn would take action to get me in quicker. The warranty items were documented back in March- April of 2022 and the parts of issues were never taken care of. Again, we would bring the ** into them, they would take pictures and document items but we never received a call or email scheduling service to get the items fixed. ***** from the dealership has reached out to me and we are looking to get all of the items taken care of as soon as the parts come in.

  

  Business Response

  Date: 05/13/2024

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

  We will request that our team at the store level keeps the customer updated as the parts arrive. 

  Thank you. 

  Customer Answer

  Date: 05/14/2024

  [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.  The motorhome is still in their possession as we are awaiting parts and service to still be completed. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:03/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we bought the camper new in 2023, 2 doors broke. we addressed the issue and they said they ordered the doors took the camper in to get winterized in october of 2023 and they claimed they ordered the wrong color. its been 5 months and we call and they give us the run around about how they need us to bring them the camper now to measure the doors, they dont return phone calls.

  

  Business Response

  Date: 03/25/2024

  We are sorry to hear about this customer's experience with our store.

  Our records indicate that this customer was here in November and there was an issue noted with an entry door not closing properly. At that time, our tech adjusted and tested good so no parts were ordered. The customer did not do an active walk through, he left it in the parking lot which is not following process, which may be the cause of the miscommunication. 

  We do see some notes in the call history back from November 27th customer called in saying two of his doors are still broke and need to be fixed. We have never ordered any doors for him. 

  Our assigned service rep reached out to the customer Friday via phone and left a voicemail as well as an email.

  Thank you! 

• Initial Complaint

  Date:02/29/2024

  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 bought a rv from general rv in ***** ******* first trip out there was a major water leak from behind a wall in bathroom went to bed at about 11:00 and at 1:30 got up and the hole upstairs was covered in about 2 inches of water shut water off went home after cleaning up water that night went back next day to trailer finished clean up all the wall were full of water down furnace ducted all bins below had water in there and as we left the campground that day man at the gate said there was water coming out of it all over the front end of it contacted dealer said to bring it back we did know it has been there since then Know the dealer wont contact us Or call back when I leave a message I want answers on this please

  

  Business Response

  Date: 03/12/2024

  We are sorry to hear that this customer has had a difficult experience with their RV. This is a warranty claim and we are working with Heartland to get the issue resolved.  We have stopped the leak but now are submitting the repair for the water damage for approval.  The unit may need to go back to the factory depending on the total damage as of our last update on 3/6.Thank you. 

• Initial Complaint

  Date:02/28/2024

  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 Model 373 2022Keystone Fusion from General RV on Oct 6,2022. We used the Camper once in Oct 2022 then stored it untill 4/2/23 used it for 8 days and noticed bedroom slide would not go in or out. Turning sideways and shredding metal shavings. Called General RV dropped off unit for appointment on 5/31/23 For bedoom slide repair, &cable repair. Called to check status, was told unti was hit by an employee with golf cart on the front right side. Picked up unit 6/14/24 while still waiting on trim repair. Took it out once and slide was broke again ,this time allowing water to flood the floors to become saturated and turn to black mold. Returned unit to General Rv. Warranty approval for floors and slide. Dropped off again in Sept 2023 to be repaired found damage structal crack on upper right slide. I was alled to pick up in Dec 2023, having found more damaged parts and another wall structural crack left the unit for repair. As of 2/28/23 was advised that the controller panel is damaged and needs replaced. I have had this unit out camping less then 5 times since I purchased it brand new. I have had nothing but issues with service, customer support. I NO longer feel safe in this unit. With 2 structural repairs done to the wall and frame. The slide has been removed 4 times now, black mold throughout the bedroom and bathroom floors to where dressers need repaird and wash, base trim.I want this camper returned for and full refund.I have also been in touch with Keystone the manufacturer of the unit. They also have no desire to help me out with this unit.

  

  Business Response

  Date: 03/10/2024

  We are sorry to hear about this customers experience. Since this complaint case was opened, the customer has brought a legal case against the manufacturer. We will be partnering with the manufacturer to respond to the customers legal demand. 

  Customer Answer

  Date: 03/11/2024

  [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:
  
  The legal action with Keystone has nothing to do with my complaint toward General RV regarding the lack of quality control on the workmanship with the  repairs to my RV, the damage caused by them and also the lack of customer service they have given me over the last year.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/19/2024

  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 bought a 5th wheel in **** of 23 and took it in for warrant work 11/23. The work is still not done and we keep getting told to come get it that it is done and the work isnt done.

  

  Business Response

  Date: 02/21/2024

  We are sorry to hear that this customer is having a frustrating experience with our store. Our team has been aware of the customers concerns and are working to address them. As of 2/15, the customer has been informed that we have been able to diagnose and perform some of the repairs needed, but would not be able to complete all requested repairs before the customers camping date. The customer has picked up the ** and will be returning for service when the outstanding parts have arrived. Thank you. 

• Initial Complaint

  Date:02/16/2024

  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.

  Paid deposit at rv show I told them I could put 100 deposit and they took 1000. They could not put me in anything asked for refund and it has been 3 weeks passed around and never speak to the same person no answers no refund

  

  Business Response

  Date: 02/21/2024

  We are sorry to hear that this customer had an unpleasant experience with us. If the customer could please let us know the name, phone number, and email attached to their account information, as well as the name of the salesperson they were working with, wed be happy to assist and look into this concern further. This information can be emailed to **************************************** Thank you. 

• Initial Complaint

  Date:02/15/2024

  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 bought a ******* camper on January 29 th at General RV and left happy but then the nightmare started. We got a call two days later from *************** in finance that they lost our paper work and could we send our copies. We looked and we didn't get any except brochures. We have been calling and emails and they still can't send or find anything! All we want is what legally is ours! As of today zero help

  

  Business Response

  Date: 03/25/2024

  We are sorry to hear about this customers experience.

  We are looking into this further with our finance team to discover what took place. 

  We have asked they follow up with the customer. 

  Customer Answer

  Date: 03/26/2024

  [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:]
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/03/2024

  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.

  They have had my camper since October 2023 and have not even looked at it yet no less fix the problems. I have made complaints to Keystone RV who made the camper and the warranty is under. We have camping trips lined up and paid for already that we may have to cancel because of them. It should not take 5 months to get a camper fixed.

  

  Business Response

  Date: 02/05/2024

  We are sorry to hear that this customer had an unpleasant experience with our store. Upon check-in with our service department, the damage on the ** was noted as collision damage. Insurance has denied the claim because of this. The customer wants us to submit it to his warranty, which expired in April of 2022. The customer has informed us that he does not want to pay for service, and has been informed that he can pick up his ** at any time.Thank you. 

• Initial Complaint

  Date:02/01/2024

  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.

  On 12-30-23 we purchased a RV from General RV Center in ***********, **. We paid them to deliver the trailer to the camp ground and set it up. 2 days later it rained and I have video of the rain pouring in from the wall. I contacted the dealer and they sent a repairman to take a look. He said this had been leaking for a while and he could not repair the damage on site. After several days and phone calls later General RV came and picked the unit up on 1-6-24 for repair. We received a call from ********************* on 1-29-24 stating that we had to pay $2600 for repairs. I instructed **** that we should not have to pay anything for being sold a defective product with a previous issue of water damage and current leak issue 2 days after we purchased it. He said he would get ahold of his boss and update me the next morning. After multiple text, phone calls to the dealership, today is 1-31-24 and we still do not have the *** nor can we get ahold of anyone to give us a update.

  

  Business Response

  Date: 02/02/2024

  We are sorry to hear that this customer has had an unpleasant experience with our store. We have tried to look up the customers account in our system with the information provided, but have been unable to locate the customer. In order to address the complaint and the customers concerns, we ask that they send the account holder name, attached phone number and or email address, to ********************************************* you. 

  Customer Answer

  Date: 02/02/2024

  [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 phone number this unit is listed under is ************ under the name of ***************************.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/27/2024

  We are sorry to hear that this customer had an unpleasant experience with our store. Per our latest update from management at the location, General RV has picked up their RV, repaired the floor, and brought the unit back to the customer. At this time, the customers concerns have been addressed. Thank you. 

  Customer Answer

  Date: 02/27/2024

  [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 ********, The trailer was repaired and returned. 

  Regards,

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

• Initial Complaint

  Date:01/24/2024

  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 03/30/2023, we purchased a new 2023 ************ Solitude 310GK from General RV Center of Wixom, MI. We have brought the camper back to General RV 8 times for 36 repair items resulting in General RV having our camper in repair for 150 days out of the 300 days we have owned it. In most cases, phone calls to General RV to obtain the status of the repairs and when the camper will be returned, go unanswered and unreturned, resulting in numerous trips to General RV to speak to someone in person. We have had to cancel camping trips due to the camper being in for these repairs. One of the primary reasons we purchased this camper was to be able to travel to a warmer state in the winter. We are scheduled to leave ******** and head to ******* on February 1st, ****, as of 01/23/****, General RV still cannot confirm if we will have our camper or not. We have paid reservations for the month of February and at this point still don't know if we will be leaving. When contacting ************ they put the blame on General RV and General RV puts the blame on ************ and we are stuck in the middle. We are looking for the camper to be purchased back for full price, including taxes and fees or a monetary reimbursement of $20,000 to cover our losses and pain and suffering.

  

  Business Response

  Date: 01/29/2024

  We are sorry to hear that this customer had a difficult experience with our store. Management has spoken with the customer and are currently working to ensure that the repairs on the customers RV will be completed correctly and promptly. General RV is near completion of the repairs, and our service advisor has been consistently updating the customer of the progress. Our service department is currently on track to have the customers RV returned before the needed date of February 1st. Thank you.