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 has 19 locations, listed below.

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  General RV Center

  25000 Assembly Park Dr Wixom, MI 48393-0019

  
• 

  General RV Center

  24583 N River Rd Mount Clemens, MI 48043-1905

  
• 

  General RV Center

  14000 Automall Dr Huntley, IL 60142-8067

  
• 

  General RV Center

  3063 Greensburg Rd North Canton, OH 44720-1429

  
• 

  General RV Center, Inc

  13150 SW 16th Ave Ocala, FL 34473-3914

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:01/23/2024

  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.

  General ** in ***** ******* has not repair my warranty issues on the ** moble home in 11 months. They worked on the Repairs 3 different times only to return it without repairs.

  

  Business Response

  Date: 02/27/2024

  We are sorry to hear that this customer has had a difficult experience with our store. General RV is aware of the customers concerns, and are actively working to address them. As of January, the customer has seen us for an appointment, and stated they wanted a mobile tech for future repairs.The customer is welcomed to come in for service, but General RV will not be sending a mobile tech for these repairs. Thank you. 

• Initial Complaint

  Date:01/20/2024

  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 a new **** Thor class C in June 2023 Paid 130k. Upon day delivery and walk through we was informed of a water leak and some other items that they said they would fix We returned rv a month later. And they said they couldnt fix it had get another part So in November returned rv and they keep it for 3 weeks. Only to be told they still dont have parts to repair So here we are in janurary **** They will not return our calls nor emails Finally we just traded the rv off for a new renagade super c taking a 55k loss on the trade .General RV is not the place you want to buy your rv from Save yourself the headache My name is *************************** ********** I would like a partial refund as they have had almost 7 months to repair the unit they sold us They had no problem taking a 130k from us and telling us that they would fix the issues they pointed out to us on delivery of the rv

  

  Business Response

  Date: 01/29/2024

  We are sorry to hear that this customer had an unpleasant experience with our store. General RV had the customer in for repairs both in September and October, and had parts on order for the customer. These repairs were covered under warranty. The parts were put on hold as of November as no appointment date had been confirmed or scheduled with our service department.The customer has since traded in their RV. All parts ordered have been cancelled, and General RV should have no outstanding issues for this RV as the customer no longer owns the unit. Thank you. 

• Initial Complaint

  Date:01/18/2024

  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.

  2 hard credit pulls were performed by ************************* at General RV in their finance department. We signed paperwork and were approved by **** of America so I would expect that to show up on my credit report. I just noticed another company name I am not even familiar with. The day and date corresponds to the same day and date we went with **** of America. I contacted ************************* via his email asking why this was on my credit report. He claims I signed for it. All my paperwork is with **** of America. I asked him to remove this as I never signed anything with this other company I never heard of. He told me to "do what I had to do". He also added items I said no to. I had to make calls, file paperwork to get them removed. He pressured and lied to us about warranty work. Telling us if our refrigerator or air conditioner stopped working in 6 months it wouldn't be covered. To try and get us to buy a $10,200 dollar warranty package. I know the manufacturer of our motorhome and I am well aware of the warranty policy. Which is 2 years. I told him anything I did approve of I would pay cash for and didn't want it financed. Why would I finance something I could pay for? He then stated if i don't finance a certain amount my rate was going up. I still said i would pay cash. He continued to throw paperwork at me saying initial, initial, initial. I unfortunately believed he didn't add on anything extra. That was my bad for trusting him. But I do want the other company removed from my credit report. Or please show me how I would have signed for 2 companies to do financing with.

  

  Business Response

  Date: 02/07/2024

  We are sorry to hear that the customer had an unpleasant experience with our store. Management has contacted the customer to apologize for her experience with us, and ensure her if she wishes to move forward with repairs, General RV is dedicated to regaining her trust in our store. The customer has been provided with a direct line of contact with management for any future concerns, and should be receiving a call, if not received already,from ************** to discuss her experience as well. Thank you. 

  Customer Answer

  Date: 02/07/2024

  [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:
  
  I have yet to receive a Phone call From *************************. I was told he would be calling to apologize for his lies, rudeness and deception of paperwork presented to me. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 02/27/2024

  The store has been notified of the customers response and pending conversation. Management has contacted the customer previously and apologized for the experience with us, and are currently working to regain her trust in our store. The customer has been provided with a direct line of contact to upper management if she wishes to discuss further. Thank you. 

  Customer Answer

  Date: 02/28/2024

  A ********************* called and left his cell phone number and asked me to text him when I was available to talk. I did just that. He promised me he would talk with ************************* and tell him he needed to give me a call and apologize for the fraud he committed on my paperwork. He further stated that he would also ask him "what his endgame was," in regards to having my credit score already, and then proceeding to do 2 hard credit pulls. 

   

  After talking further he asked if there was any thing else I was not happy about. Well that list was long,  and said and I quote...." If I were you I wouldn't trust us to take care of you or your motorhome with all the negative experiences you have had. He then said "we basically failed to do anything right". Which I said correct.  Not only did General RV ever fix anything,  they actually caused a leak in our motorhome due to improper installation of a vent cover. And honestly I could make a separate complaint against General RV as their maintenance department failed in every way. They failed to do work properly I paid them to do. 

  I spent at least 45 minutes on the phone with ********************* letting him know everything that has happened at/with General RV since purchasing the motorhome. He again sounded shocked. He asked what he could do to gain our trust back. I told him honestly I'm not sure that is possible after all the time, money, mileage and gas money we spent going back and forth there. I further told him we had to take the motorhome to the manufacturer who is 3.5 hours away to drop it off to fix issues General RV caused, as well as Warranty issues General RV claimed they could not duplicate.  I explained the manufacturer was able to fix everything in 3.5 weeks. But we should not have to drive 3.5 hours one way to drop off, drive home, then drive back to pick it up after repairs were made. Warranty repairs and mistakes made by General RV'S maintenance department. 

  He asked me to "talk to my significant other and see what if anything they could do to gain our trust." He offered free service on maintenance. Told him I honestly had no faith in General RV. 

  So I decided to see if Mr. ********************* could start slow at building trust. I sent him a text message asking if he could please send us some Eternabond? He said he could do that. That occurred on February 13th. I sent another text on February 26th asking about the EternaBond as we had not received it. And also asking why ************************* has not reached out to me as promised by Mr. ********************** ****************** has not responded at all to either request. I have our conversation in text. 

  We also have all the paperwork showing what General RV was supposed to repair. And all the paperwork from the manufacturer showing the work they did, as well as the repairs they had to make due to the incompetence of General RV. 

  I realize this complaint was about ************************* and me having to spend my time fixing his mistakes, calling the credit bureaus,  and having extra items taken off my financing paperwork. It took a few months, but I paid for those extra items in finance charges until it could be corrected. 

  So due to the fact that I was told ************************* would call and apologize and never did, and I have in text that Mr. ********************* would be sending me ********** and he has not, I would never recommend this company to anyone. And if necessary I will put in a second complaint about the service we received there, or should I say paid for and didn't receive? 

  

  Business Response

  Date: 03/22/2024

  We appreciate the follow up. 

  Customer Answer

  Date: 03/24/2024

  [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:
  
  As stated ********************* never provided the service he offered to me via a text message which I have. 

  He promised he would have ************************* call me to apologize and he has not.

  Just the fact that General RV'S response to my complaint was..."thank you for the feedback" speaks volumes about this company and how poorly run it is. And how they do not care about customer service or customer satisfaction. 

  I was not able to get the hard credit pulls off my credit report and because of ***************************** fraudulent actions my credit history has taken a hit. 

  Not only do I take issue with ***************************** fraudulent behavior and conduct,  I now take issue with the lies presented to me via text message by *********************. Both of these employees work at the ************************************* RV in ********. But I have heard bad things about all the General RVs. 

  Buyer beware of any General RV. 

  My last communication with ********************* was on February 28th via a text message asking about the etherbond he promised to send me because of how horrible our experience with General RV has been and he wanted to "gain our trust back". Well he obviously failed as nothing he said has happened.  I do not accept the response this company has provided. 
  
  Regards,
  
  *************************

  Customer Answer

  Date: 03/24/2024

  I tried to download the text messages between myself and *********************. Not sure they went through. Please advise. Thanks

  

  Business Response

  Date: 05/13/2024

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

  I will pass these additional details regarding the customer's experience to our sales leadership team to review.

  Thank you. 

  Customer Answer

  Date: 05/13/2024

  [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:01/16/2024

  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 LEMON from General ****** was a brand-new van conversion. We have it in for repairs from our first road trip out with it, and it has been in the repair shop for more days than we have been able to use it all year. Multiple repair shops in different states have confirmed that "the camper manufacturer must have done a rush job." "faulty workmanship," "terrible to work with Thor." We made a huge investment in this van and traded it in for our second car to utilize the van as our second car. We have been out of a camper we invested in and a second vehicle that we needed. The $108,000 van has spent more time in the shop than in our driveway or out using it as intended. General RV and Thor have not made this right in any way. WE WERE SOLD A LEMON AND WERE RIPPED OFF. General RV has not done anything to rectify this matter. We want a full refund of the purchase.

  

  Business Response

  Date: 01/17/2024

  We are sorry to hear that this customer has had a difficult experience with our store and their RV. General RV has tried to look up the customer in our system with the information provided, and have been unable to locate a customer account. If the customer could please reach out to our ************* team at *************************************** with the name, phone, and email attached to the account, we will be happy to look into this and assist. Thank you. 

  Customer Answer

  Date: 01/17/2024

  RE: complaint  #********. 
  
  
  Dear BBB and General RV,
  
  
  This is regarding a formal complaint filed with the BBB in ****. We purchased the *** Sequence on November 18, 2022. ******* and ***************************. My husband's email was *************************. His new email is *************** , and mine is ***************. His phone number is ************ and mine is ************. 
  

  Customer Answer

  Date: 02/16/2024

  Please let me know if these went through. I sent several documents regarding our complaint. 

  

  Business Response

  Date: 02/26/2024

  We are sorry to hear that this customer has had an unpleasant experience with our store, and have sent the customers request for a buy-back to upper management for review. We advise that the customer continue to work with ********************** RV in regards to repairs to resolve these issues. Thank you. 

• Initial Complaint

  Date:01/11/2024

  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.

  Continued issues with 5th wheel trailer and customer service at ********************** RV. We were sold a 5th wheel trailer that could have resulted in serious harm to passengers on the road. Our 5th wheel trailer, a 2022 Dutchman Yukon 410RD, was purchased on June 30th, 2023. Six months later our trailer has been in our possession for a total time of less than three months. More than half of the time period of ownership our trailer has been sitting at General RV waiting for repairs or actively being repaired. Unknown to us these repairs were present when the trailer was purchased on June 30th, 2023, and the trailer should not have been sold in the state it was in. We would not have purchased the trailer if we had know about these problems. The problems and safety issues I describe below shows that much is to be desired from this facility. If this trailer was able to leave the inspection facility in the state it was sold to us in, I am greatly concerned for the safety of any other RV or trailer sold by General RV on the road. This list is NOT everything that is wrong with the trailer. Bedroom slide has a major water leak. Was leaking for some time as this has led to a larger problem of the bedroom floor rotting out and needs replaced.Back wall of trailer was not attached to rest of trailer. Was informed that there were zero screws connecting the back wall of the trailer to the frame. The screws were present but were not connecting the wall to the rest of the trailer. The backwall of the trailer was starting to come off when we were pulling it down the freeway. We do not feel safe taking this trailer on the road and never will. This is just a drop in the bucket of things that are wrong with this trailer, the list of repairs that have been and will need to be done is very long. They would not work with us with the possibility of a replacement trailer or return, even after they themselves said it was not safe to be on the road. We are very afraid of this trailer.

  

  Business Response

  Date: 01/16/2024

  We are sorry to hear that this customer had a difficult experience with our store. The customer came in to walk all repairs with the advisor on 1/12/24 and has taken the ** home. The time between the diagnoses and the parts being ordered was General ** waiting on warranty approval. At the time of pick up, the customer and service advisor had found a broken taillight, and the customer asked us to ship him the part. This has been submitted over to the manufacturer for approval, and General ** will ship it to the customer once we receive that approval. This is the only outstanding item at this time. Thank you. 

  Customer Answer

  Date: 01/24/2024

  [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:
  
  General RV is not understanding the complaint. We were sold a unsafe camper and with the MAJOR things that have been wrong we are so worried about everything else that is going to go wrong. We put our trust into General and was told they have all of their products thoroughly inspected before being sold.  The thought of us pulling this 5th wheel down the road makes us sick to are stomach of what could have happen and still can happen. Someone or my family could have been hurt. How can General think this okay. Yes the issues that are stated in the complaint at this time are fixed but what else is going to go wrong while driving down the road. How long will it be before something else major goes wrong. I dont feel safe in this camper and dont believe I should be forced to keep this camper. If you bought a car with all of these unsafe problems you wouldnt be expected to keep it and I should be given the same treatment you should give us a full refund and let us trade it in for a different camper we shouldnt be expected to lose money for your mistakes. If we did not make MANY PHONE CALLS to ************* I believe we would still be waiting for it to be fixed. The broken tail light was done by General ************* when they were working on the camper. This is wrong for them to say this should be warranty. How can you have any trust with them. There is only 5 months left of the warranty and we have only used it once, the rest of the time it has been back at your service department and when we asked about the warranty the sales manager **** said thats not his problem. We think General RV needs to provide a solution and stand behind their customer satisfaction.   
  Regards,
  
  *********************

  

  Business Response

  Date: 02/05/2024

  In response to the rebuttal, we are 100%facilitating correcting his warranty issues and addressing ******************** concerns to the best of our ability. We have agreed to pick up *********************** from his home and bring it to our location for the second time, which is outside of our normal service process. Management spoke to him on 1/31/2024 at 12:30pm to discuss the concern that he still sees water at the corner of his bedroom slide, when the slide is in, and we committed that we would work with the manufacturer to try and resolve the leak. We did address that before, and we apologized as we don't like to see comebacks from any repairs, but with leaks, sometimes tracking multiple issues down is hard due to the nature of the beast. The unit is currently in our shop and a technician is digging into the issue as of yesterday. Unfortunately, we are not in a position as a service department to extend his warranty, but **************** is welcome to request that from Dutchmen. As far as a refund for the unit, the unit has had some warrantable issues, but nothing that we would deem unsafe. Obviously General RV cannot guarantee that no further warrantable issues will exist, but we can fully stand behind ******************** warranty, and as a customer of ours, we are always happy to stand behind our workmanship as well. We will always make the best decision as a partner to our customer in those regards. Thank you. 

  Customer Answer

  Date: 02/16/2024

  
  
  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:
  
  In response to your rebuttal,I have 1 question to ask, do you not pay attention to anything that has been said? I know how you like to turn things around and make it look like everything is just great and your company is just doing a great job but in fact you are not! As far as Im concerned, this camper is not safe! The back end of the camper was not attached to the frame, the floor was rotted out in the bedroom, there was a leak in the bedroom and there is STILL a leak in the bedroom.From what I have been told no one can figure out why it is leaking. The frame had to be shimmed up so the storage bin would shut correctly. The slide cables in the slide out has had to be redone 2 times, we have only been able to use this camper once. So what will happen if we ever do get to use it? Are the cables going to hold, are the axels going to go out driving down the road, is there going to be an electrical fire when we are sleeping? My wife is so scared of this camper she gets so upset worrying about it all the time. I say SHAME on your company for not try to make this right! You could have done the right thing and let us trade it in for a similar 5th wheel and not lost any money or given us a refund. I guess you think it is ok to sell krap to hard working people as long as you keep making money at our expense. You say this camper is safe but did you knowingly sell us this camper in unsafe condition the back end could have fallen off when we were driving down the road. ALL OF THESE MANY MANY ISSUES WERE THERE WHEN YOU SOLD IT TO US! WHAT I WOULD LIKE TO KNOW IS IF YOU KNEW ABOUT THEM AND JUST WANTED IT OFF YOUR LOT AND MAKE IT SOMEONE ELSES PROBLEM! SHAME ON YOU!   
  
  Regards,
  
  *********************

  

  Business Response

  Date: 03/22/2024

  We stand with the store on our previous response. 

• Initial Complaint

  Date:01/10/2024

  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.

  Was sold a 2023 THor ******** with a list of issues that where suppose to be fixed before delivery.. The issues are not fixed and now im being ignored after spending over 200k on a unit i was told problem free ..... The Rv had been fixed twice and is getting worse... Since no one wants to take credit for this junk rv i want new for time waste and being lied tooooo

  

  Business Response

  Date: 01/26/2024

  We are sorry to hear that this customer had a difficult experience with our store. As of 1/18, the customer has picked up their RV with repairs completed. If the customer experiences any further issues, or the issue persists, we encourage the customer to reach back out to the store. Thank you. 

  Customer Answer

  Date: 01/26/2024

  [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:]

   

  the fixes have no been completed and it was and still h*** getting it to be completed 

   

  Ive never had to fight to get a 200k unit fixed before 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 02/26/2024

  We are sorry to hear that the customer is still experiencing issues with his **. General ** has addressed the customers concerns, and are currently waiting for outstanding parts to arrive per protocol for warranty repairs. Management will review all final repairs when the outstanding parts arrive to ensure the ** is completed to standard. Thank you.  

  Customer Answer

  Date: 02/26/2024

  [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:12/19/2023

  Type:Sales and Advertising 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 purchased a 2022 Wildwood Heritage ****.Brand new from general r v in august of twenty twenty two.I brought to the attention of the dealership in November of 2022 a list of warranty issues with the camper. I was scheduled for a service appointment in January of 2023.. To make a very long story short. I had consecutive appointments throughout the year with no resolution to my repairs and as of December.Of 2023, my camper sit's still with no repairs completed.

  

  Business Response

  Date: 12/19/2023

  We are sorry to hear that his customer has had a difficult experience with our store. General RV has been aware of the customers concerns and actively working to address them. General RV was actively working with the customer until about 12/6, at which time the customer stopped communicating with us and was in possession of the *** The customer has just sent us a list of outstanding issues as of today, 12/19, to our corporate office to address.With returned communication from the customer, ********************** RV will continue to work towards resolution and repairs. We ask that the customer please communicate with his service advisor to resolve these concerns. Thank you. 

• Initial Complaint

  Date:12/12/2023

  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 purchased my new RV from General RV in February 2022. Within a month the skylight window experienced a stress crack, General RV was notified of the problem, and I began the process of working with a service representative for the warranty repair. Since that time, I have worked with three different representatives. All of them assure me they are contacting the manufacturer and will contact me with information in a few days. My last interaction was in August of 2023. At this time the window is still broken, and the service department does not answer my calls or return my emails.

  

  Business Response

  Date: 01/03/2024

  We are sorry to hear that this customer has had an unpleasant experience with our store. Service at the location has reached out to the customer and ordered her a glass replacement. The item was not in stock so General RV has requested an *** after the order is processed. The customer is in direct contact with our team member, *****, in service. General RV advises the customer to continue to work with ***** as we await the *** and shipment. Thank you. 

• Initial Complaint

  Date:12/08/2023

  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 have a 2022 Keystone Alpine 5th wheel. The floor in our bedroom creaks indicating that parts of the floor have not been connected to support. We have tried for more than a month to upload a video demonstrating the problem. The service department was supposed to send a link to upload the video, but it has been a week since I actually went in person to attempt to solve the problem. The service person said it was easy to upload from the link and that he would send it last Friday. I called almost every day since Monday trying to have the link sent. I still have not received it. This is not the first problem we've had with General RV responding to warranty work. They have a good "talk" about serving their customers' needs but poor follow through on actually servicing the problems their customers experience with repair needs. They had our fifth wheel in the shop for almost 4 weeks to resolve this when we went to ********** in October. They could have shot the video and uploaded it to Keystone warranty, but neglected to do this. We want this remedied; we want them more accountable to their customers than what they currently are demonstrating. This costs us money to drive the rv to them and as we live in it full time, we have to pay for lodgings while it's in the shop.

  Customer Answer

  Date: 12/17/2023

  I don't know if this is the appropriate space to inform you of some resolution. I will continue to look on your site for more information as to updating you. We have finally received some assistance from General RV on uploading our information. My husband actually had to return to the store in ***** ******* and the service person finally helped resolve this in person. We are hoping from this point on that the repairs will be recorded under warranty repairs and completed.

  Thank you for your help.

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

• Initial Complaint

  Date:12/01/2023

  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 2022 Toy Hauler for $60,466.33 at General RV Center in *****, *******. There has been nothing but problems with it since the day we brought it home back in November 2022. That is when we were able to fully look at everything. The jacks were bent, holes in the frame, back screen for ramp is where the powder coating was chipped off, some of the screen looked like it had already been used, stickers on the outside were not installed properly, the door was cracked, there was a bubble in the wall in the bedroom, the panel on the refrigerator door kept falling out, and the recliners were hard to open & close. Took several calls to General RV before anyone would call back. After finally speaking with someone they scheduled us to bring back the camper to fix things. They were informed when we would be needing it back, since it was scheduled to be used. Nothing was done when it got picked up since they wrote things that were wrong incorrectly. Then the door buttons kept falling out & the refrigerator stopped getting cold, Called back several times again to inform & waiting on all the correct parts. General RV would never call us back to inform about anything. Had to call the Warranty Manager of Forest River to get anything done. Took it back again & they changed out the door, but the bottom bowed out & was hard to shut. Called back again, to see about what was going on in fixing the other stuff. They kept gives us to different service advisors that had know idea what was going on. Took it back a 3rd time, had the front door fixed, only some decals(stickers) on the outside, replaced recliners with cheaper ones that didn't match, didn't install the stabilizers (jacks) & new screen that was installed is messed up. Nothing really has been done correctly or even at all. Everything that we are needing fixed is all under warranty & this has been going on since day 1. The **************** Manager that we dealt with was *************** & couldn't get any higher.

  

  Business Response

  Date: 12/12/2023

  We are sorry to hear that this customer has had a difficult experience with our store. The customer has picked up their RV from our location on 12/1,and has signed the work orders stating all repairs were completed to the customers satisfaction. If the customer has any further concerns with their RV, General RV is happy to assist. Thank you.

  Customer Answer

  Date: 12/12/2023

  [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:

  They informed me that I had to sign the paperwork in order for them to release my camper, which is the way it is every time you go in.  From day 1, I have informed them of problems that I saw when I got home.  There was no communication at all, no one would ever call me back, I had to keep calling.  It took 5 months for them to schedule a time for me to bring in the camper.  They were informed that I was needing it back 3 weeks later, since campground reservations at different times  were already made.  They didn't do anything during those 3 weeks.  They kept giving me different service advisors & they were not notating any of the problems that were going on that I informed them of.  They said that they would need to get approval from Forest River before anything got done.  Then things were denied, since things were not explained the correct way.  They were informing, Forest River of problems that had nothing to do with my camper.  I had to call Forest River myself & explain the situation.  When asked to speak with a manager or someone in a higher position, all I got was the run around.  Took almost a full year to get any correct parts ordered & sent to the shop.  They didn't give me the same recliners that I had purchased since there were problems with them since day one.  They gave me cheaper recliners that really, to me are not as comfortable as the original ones.  They didn't even put the new stabilizer jacks on & I asked  them about that. They just went & found the boxes of the new ones & gave them to me.  After putting the new outside stickers on, they looked even worse than before.  The refrigerator door wouldn't stay on & all they did instead of replacing it, was just glue it on.  The new ramp screens that they installed are still messed up.  Looks like they did all of this at the last minute & was in a rush to complete everything & didn't think  I would catch everything.  They kept making excuses as to why they couldn't fix the bubble in the front panel.  It took them two times to fix the entry door that had to be replaced.  I am afraid to take it back there for any type of service, since there is no communication at all here.  I have almost 1 year in text messages that could show, most all the problems that I was having with them.  When I get a chance to link my phone to my home computer, I can download all the texts between myself & someone at this company.  I'm sorry, but spending over $60,000, most people would want things fixed the correct way the first time & not given the run around.  Then the business says, it's past it's warranty time, which it wouldn't be if things were handled correctly.