Complaints

This profile includes complaints for General RV Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  General RV Center

  25000 Assembly Park Dr Wixom, MI 48393-0019

  
• 

  General RV Center

  476 Reno Dr Wayland, MI 49348-1273

  
• 

  General RV Center

  17277 Racho Rd Brownstown, MI 48193-8448

  
• 

  General RV Center

  8665 Dixie Hwy Clarkston, MI 48348-4243

  
• 

  General 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:09/06/2023

  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 a popup camper from General RV in June 2022. I used the camper 3 times and found several defects with the camper including poorly fitting canvas that wouldnt connect to the frame, a burning smell when the exterior lights were turned on, and a front bunk end that was difficult to pull out then wouldnt remain locked. I brought it for repair under warranty. During their inspection, the faulty wiring burned a hole in the roof requiring it to be replaced. It took months for the parts to arrive. When I went to pick it up, the canvas still wouldnt connect around the frame and the bunk end still wouldnt remain locked. The camper remained in their possession until June 2023 and they had to make several repairs to the canvas and the bunk end. It remained extremely difficult to pull out. When I finally took it camping (June 2023), I was completely unable to pull out the bunk (took 3 adults and 2 kids to get it out). I brought it back to them and now they are saying that the bunk rails are bent due to user error and wont be covered under warranty. The camper has been in their possession most of the year that Ive owned it and the problem still isnt resolved. I tried reaching out to Forest River, but they wont help me either. At this point Im so frustrated I dont know what to do-please help!I have documentation but apparently the files are too large to submit. If someone can email me, Id be happy to share.

  

  Business Response

  Date: 09/08/2023

  We are sorry to hear that this customer has had an unpleasant experience with our store. We believe this may be a misunderstanding and hope to assist the customer. The customer had asked our service team if warranty would cover the rails on the bed slide, and the advisor had originally stated no, warranty will not cover this, but General ** will still be happy to assist with any needed repairs. General ** has moved forward with repairs as discussed, and the ** is currently fixed and awaiting pick up. If the customer has any further concerns, please do not hesitate to reach back out to the store for further assistance. Thank you! 

  Customer Answer

  Date: 09/14/2023

  [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:
  
  As of the date you responded, my camper had NOT been repaired.  The only time your department actually attempts to get anything accomplished is when you feel threatened.  In fact, I'm still not in possession of the camper.  Your service department has delayed so much that I was not able to use it during the entire summer!  The repeated attempts to get the camper in working order have been frustrating in the extreme.  My complaint was definitely not a mere "misunderstanding."  In fact, if you look through your records, you will see that you have been in possession of the camper for the majority of the past year.  In the meantime, I've spent money on *********** fees and had to spend additional money on hotels for summer plans that were changed due to not having my camper in working order.  This has been completely unacceptable and remains so.  At this point, the service has been so terrible and so unacceptable that I feel I am *********** some sort of compensation other than just fixing the camper (something that should have been completed early this year!). I'm incredibly unhappy and incredibly frustrated at this point.  I've been told that Michigan does not have a "Lemon" law with regards to recreational vehicles, but I definitely think this situation would qualify.  The ridiculously slow and incompetent response to the problems with the camper that I purchased at your location is infuriating.  

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

  

  Business Response

  Date: 10/05/2023

  We are sorry to hear that this customer is not satisfied with their experience with our store. Everything in the original response is correct. The customer was not utilizing the camper correctly and letting the pressure off of the canvas when attempting to use the slide rails. They were partially bent, most likely from attempting to force them into position without letting the pressure off the top of the camper and setting it onto the supports as our techs were unable to duplicate the issue that she had initially stated when setting it up correctly. That being said,warranty denied it which we had informed the customer and started her escalation and ******************** complaint. ******* then clarified that we were in fact replacing these at no cost and working to push it through warranty despite the initial denial. We informed her that we were not charging her and seemed content. She picked up the unit on 9/19/23 and we specifically walked her through set up and the advisor made sure she could put the slides into place and work the unit correctly. That is the extent of our transaction with ********************. If the customer still is having concerns with her RV, we ask that she schedule an appointment with our service team. Thank you. 

• Initial Complaint

  Date:09/06/2023

  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 Class A Motorhome (Fleetwood Pace Arrow 2023) on July 19th 2023.Explained to Finance person (*******) if we have any issues within 30 days we want someone to come to use. We do not want to have to take the Motorhome back Two Hours Round Trip to them.We found numerous issue, called the second day of Ownership and gave them a list of our issues on July 21st. Oil issue was sent to them on Aug 17th.Was told someone will contact us we had their word. Service (***) finally called us several days later.Informed they found a Rep that will contact us and come out to resolve our issues ( Screens do not fit correctly, 1/2 Bath Door does not Close, Washer Door does not close, Latch fell inside Washer, Very bad caulking job above Passenger side Window, Black Tank Sensor, Fresh Water Tank Sensor not reading correctly.There's Brake Fluid or some oil that was misting on 1/2 the Radiator during our Transit from Wayland ** to ******** **. Either the Cap is leaking or a Hose has a Leak. We fixed the above issues except the Caulking, 1/2 ************** issue and Sensors. All this info was sent to Service on July 26th and Aug 17th. We have been calling once a week for status update on when these repairs would be corrected and all we get is get ************

  

  Business Response

  Date: 09/07/2023

  We are sorry to hear that this customer had an unpleasant experience with our store. Management has been in contact with the customer multiple times to offer our services and communicate how General RV can assist.General RV did not offer mobile services to the customer; we offered same day service if the customer was able to bring their RV to us, and contacted a local mobile service provider in July to put them on their schedule. General RV will be happy to assist the customer if they wish to bring their RV in for service.Thank you. 

• Initial Complaint

  Date:09/06/2023

  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 a TravelLite RoveLite ** from General ** on 15 October, 2022. I took my first trip with the ** on August 4, ****, and found that the water heater, toilet, and ** unit were all leaking substantially. The leak in the ** unit covered the counter and floor and caused additional damage to several power outlets as well as the carbon monoxide detector. The ** was taken to General ** immediately after the trip for warranty repairs (under the 1-year warranty). All the water heater and toilet repairs have been rejected due to improper winterization. General ** has been unwilling to provide evidence of improper winterization when requested, other than the existence of the water heater and toilet issues. Additionally, when picking up the **, I specifically asked about winterization and was informed that it had been winterized, as I intended to store it through the winter before my first trip. All instructions in the owners manual were followed prior to storage. General ** refuses to take any responsibility for the repairs and the winterization status of the **, despite repeated attempts to work with them. I have even offered to pay for the parts of General ** will cover the labor, which was refused by General **. As resolution, I would like the full repairs to be covered under the warranty.

  

  Business Response

  Date: 09/18/2023

  We are sorry to hear that this customer has had an unpleasant experience with our store. We have reached out to management at the store, and after reviewing the customers file, we could not find any statements in regards to the winterization. There were no work orders asking us to winterize the *** The customer was aware that during his walk-through, the water was on inside the ** and the faucets worked. General ** will not comp the customer the labor; however, we can offer labor at a reduced price if the customer is willing to purchase the parts. If not, General ** can submit a request to Cornerstone to see if they are willing to cover, but the customer will still have to pay the deductible for us to do so. General ** has reached out to the customer, but has not heard back. If the customer wishes to move forward,we ask for him to return our call at his earliest convenience. Thank you. 

• Initial Complaint

  Date:08/25/2023

  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.

  Weve had a HORRIFIC experience with our first GD purchase. We bought a used unit from General RV in ******* **. Purchased an extended warranty as well. Went on our first camping excursion and ended up with the camper in the shop and a ****** bill. The roof came off driving down the road, a tire blew, two awnings flew off, and the front right **** exploded and left us stranded. This was all within 30 days of purchasing the unit. We were told by the manager ***, that they would take care of the roof and that it shouldnt have happened. Same with the ***** But yet we are left with a ******************* on a camper we cannot use. We havent had the camper a month and we have a service bill that is nearly a 1/3 of the price of the camper itself. After they talked us into buying warranties that they now claim will not cover the issues that the camper has.

  

  Business Response

  Date: 08/29/2023

  We are sorry to hear this customer has had an unpleasant experience with their RV. Per General RV policy, all used units are sold as-is.The factory warranty has expired, and the Cornerstone warranty (the purchased extended warranty) denied the customers claims and stated they were not an operational failure. However, General RV has offered to assist in paying for *************** to ensure the customer could make it back home to Virginia. ********** has reached out to the customer to touch base and see how ********************** RV can be of further assistance to this customer, as we would like to help in any way we can. The customer was promised they will receive another call once our operations manager, ***, is back in store, to discuss a repair plan and satisfy the customer. The customer is currently aware that *** is out of office and will return soon. Thank you. 

  Customer Answer

  Date: 08/29/2023

  [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:
  
  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 was contacted by *************** and told that he would discuss with *** when he returns. 
  
  I do not agree that the promise of communication is a resolution. 
  
  several of our issues are most certain operational error or defect of the part and not due to any owner negligence. 
  
  for example, the Jack ****** failed, as in exploded, during normal operation. I would like to keep this open until we have a chance to talk to ** and *** again with a resolution. I have attached photos for reference. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/21/2023

  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.

  Customer # ******* Purchase of the New 2023 Tiffin Wayfarer ** on June 26,2023 for 197,378.22.They promised a keep you camping program and Did not deliver, Gave inaccurate safety information.*We requested carrying/cargo weight limits from the sales rep before purchasing, never followed up with the actual figure and told us to not worry and just go camping.*given misleading info on towing our jeep is **** lb and the ** can pull **** lb.*We asked about getting a spec list and we never received one.*The ** windshield privacy curtain was missing, they said they would ship to us and never did.*June 27th Day one, left the dealership in Wixom, the refrigerator cover and king cover for the cellular antenna flew off on the expressway. We stopped right away and called the dealership and they said they would order a new one and it would be fine to continue to drive and use it. We never received either. *The main door was not working, and the smart ** cord had a large gash. ****** said take it to Wayland to get serviced. Only the Cord was replaced.*they never called back we had to call for the repair checks *The main door is defective *issues with The outdoor storage doors *The bathroom door is out of plum. *The Slider leaks water *The drawers are loose and do not stay in while driving.*The spider panel was not set up to have the options like we were told it would do. *electrical issues: mass air vent, USB, lights.*missing remote *The Trim Loose.*The shower does not drain, it fills with water in a few minutes.*We were sent two different titles?*Only 3-4 things have been fixed. They have had the ** since July 25th (currently 4 weeks). We were told it would only be a week *Currently Missed out on a month of camping and still making payments with no **.*Met, called and emailed Management and still no progress.As of now we are asking for a full refund for defection, inaccurate details given, safety issues and the unknown issues that *** still be there.

  

  Business Response

  Date: 08/23/2023

  We are sorry to hear that this customer has had a difficult experience with their **. Our Wixom location was the primary on day of delivery, and unfortunately, we did have to add on installations that needed to be completed by the day of delivery that were not completed prior. Those installations were completed and the ** was delivered, and we apologize for the frustration this may have caused. Our Wayland location is closer to the customer, and this is where they have been serviced since. Management at Wayland has been working with the customer to see if we can offer a repair plan to reach a resolution that satisfies the customer. Our ********************** location has instructed the customers salesperson to reach out discuss the expectations set during the customers walk-through, and to see how General ** can be of better assistance in this situation, or discuss possible trade in. Thank you. 

  Customer Answer

  Date: 09/19/2023

  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 read the response from General ****** is not accurate and misleading. Wixom told us the ** had features that it did not have. They have not completed the installations of these features as of 9/8/23. We do not know if all the other items are fixed and no one from Wixom or Wayland has followed up with the safety features we were concerned about. We are not satisfied with what work has been done. We have been without the ** for 6 weeks now. We have had to reschedule vacations and living arrangements. We have been more than inconvenienced. We never received a safe ** with the features we were told we were purchasing. We want a full refund due to misrepresentation, misleading information, lack of communication, and lack of urgency to resolve this issue. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 10/11/2023

  We are sorry to hear the customer was unhappy with our previous response. We will continue to have our store work to resolve the repair concerns. At this time, we won't be refunding the sale. 

  Customer Answer

  Date: 10/12/2023

  [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:
  
  

  The response from Wixom stating that their customer sales person was to reach out to us has not happened. No one has offered any solutions to the many issues with this **. The Management at Wayland has not responded to us unless we have reached out to them. They continually say they will look into the issue and get back to us and do not. The Manager **** at Wixom finally reached out only after ****************** contacted him. **** reached out to ask about our concerns. I sent my list of concerns and issues, he said he would look into the issues and get back to me. He has not responded by the times he stated he would, I had to continually reach out to him. When he did respond in an email he did not offer any answers to the issues/concerns he just said there would not be a refund. Our ** has been with them for repairs on June 30th only 3 days after the purchase and from July 25-to current date of October 12. ******* says Wixom needs to address the issue and now Wixom is saying Wayland needs to address the issues. We are going on 3 months without an ** and with no estimated date of completion. They have said some items have been fixed and when we went there most had not been completed. Some items I believe or we have not been told can even be fixed. We were told this ** had many options that just are not on it and we have not been told they can make it right. We have addressed the safety concerns of the towing weight and cargo weight of the ** for 4 months and more than 6 different employees have been asked and no one can or will give us an answer. Wixom was to order items that were missing from the ** on the day of pickup and we still have not received them. The lack of communication and follow through is frustrating. The misleading information, untimely responses, and inaccurate information is very unprofessional. Everyone says they are working on it and want to make it right but that has not been done. We believe now that something is very wrong with this ** due to the long repair time that still is not complete and no one giving us answers on the safety features. This is the reason for asking for a refund. At this point I do not know if we could ever trust anyone in this establishment. We have been misled from the beginning, lied to, passed off to others, have had lack to no communication about many issues, no responses to emails or calls many times, denied the keep you camping promise, and treated poorly.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 10/26/2023

  When I started the complaint process I read that if a solution was not reached that the BBB would help with an advocate to help reach an agreement. Is that something that can still happen? We did not say we were not willing to work out an agreement, we were wanting a refund but we would be willing to work out a even trade deal that would meet all are needs and safety issues with out more expenses. Please advise us on our options.

• Initial Complaint

  Date:08/18/2023

  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.

  On 10/05/2022 I went to General RV located in ******* ,************ spoke to a sales person and explained that a hurricane had destoyed my home in *******. I told the sales person my wife and son where living (temporarily) with 12 strangers with no water,electric a/c phone or internet .I explained that it was a very dangerous situation (looters theives no law inforcement ) and everyone staying in that temporary house was being forced to leave. Because of hurricane *** there was nowhere in southwest ******* to stay.I said I want to buy a travel trailer. I asked how soon I could get a trailer? I need one ASAP .They said I could drive it off the lot the evening of 10/07/22 ..So the sales person had me increase my charge card limit .The dealer charged $5000.00 on my mastercard on 10/06/2022 ...On 10/07/22 I went to pick up the trailer . I had a cashiers check for the remaining balence and insurance papers and supplys everthing I needed so that I could drive directly to *******.The dealer said I should come back the next day in the afternoon . I said I have to leave for ******* tonight..You said I could drive it off the lot on 10/07/22 . so I left the dealer without it.. Our agreement was 10/07/22 .......Not 10/08/22 the dealer said they will not give me my money back.

  

  Business Response

  Date: 09/08/2023

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

  The customer did sign a non-refundable deposit agreement when he chose the coach he would like to purchase. He came in at closing the following evening for a delivery that was scheduled earlier that day and said he would have to come back tomorrow. We rescheduled the delivery and he was a no show. He came in the following day and said he needed to head back to ******* and was no longer taking delivery of the trailer. He was informed at that time he had signed a non-refundable agreement. The customer also tried to dispute the credit card charge and the credit card company decided in our favor. 

  We have informed the customer that he signed a non-refundable agreement and that he could use the money for a future rv purchase or even use it as store credit. 

• Initial Complaint

  Date:08/17/2023

  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 (paid in full) and picked up a 2023 Thor Sequence 20A on Saturday, August 12, 2023. Within 15 minutes the check engine light came on and I returned to the service center. ***************************** asked **** to look into the issue. According to **** a general code appeared on the on board diagnostic meter. I'm not sure how he resolved it. He said it was okay to drive but if it came back on to return and General RV may or may not be able to fix it. It may have to be serviced by a Dodge dealership.The check engine light didn't come back on until I was in ********. I spoke to ***** on Monday and am waiting to hear back from him. I have found a dodge dealership in **************** that can work on RVs but my appointment is scheduled for August 21st!To say that I'm absolutely disappointed is an understatement. Having mechanical engine problems immediately with a new vehicle leaves me not trusting the safety of it. I purchased a travel vehicle and I don't want to be stranded anywhere with engine problems. I would like a different vehicle.

  

  Business Response

  Date: 08/18/2023

  We are sorry to hear that this customer has had a difficult experience with their RV. Upon delivery, the engine light did in fact turn on.General RV was able to clear the engine light, and at that time appeared to of addressed the issue. Although we understand the customers frustration, General RV is not certified to perform any work on the engine or chassis. The customer will need to go through Dodge, as they as are a certified chassis dealership and both authorized and best suited to address any concerns with the dash light. Should the customer have any further concerns that are not related to the chassis, we are happy to assist and service them, but ask that the customer allow Dodge to perform any needed repairs. Thank you. 

  Customer Answer

  Date: 08/18/2023

  [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:
  
  I should NOT have to repair a brand new 2023 MSRP $156,000 vehicle after owning it for 15 minutes! I believe General RV sold me a lemon!!! I'm not sure how they got the ignite engine light to extinguish but they obviously knew how as it came back on once I left the dealership the second time.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/14/2023

  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.

  Bought new 2023 Thor Quantum WS31 Class C RV from General RV on 11/18/22. The walk-thru and demo was 11/28/22, but vehicle was not ready to take home. Actual pick up was 1/6/23. On the drive home, as my wife followed behind in our car, she noticed the coach appeared to lean substantially to one side. We returned with RV to dealership on 1/31/23 and Service Mgr took pictures and measurements and said he would be contacting manufacturer Thor for direction. We had to return to General RV again on 2/28/23 for more pictures and measurements. Both times we returned home with the *** After numerous communications with ****, we were instructed by **** to make appt and take back to dealership. On 5/24/23, the day of appt, our chassis battery was dead. AAA came out & charged it and we drove again to dealer. Their computers were done that day so we did not get a Work Order copy and still do not have one after requesting same several times. We have been very patient, but it is 8/14/23 and we still have no idea of the status on our coach. We send detailed and follow-up emails, leave messages and no one gets back to us. We have also been dealing directly with **** but as of 8/1/23, **** states they are still having difficulties getting responses from General *** The specific repairs requested on 5/24/23 are: 1) Substantial lean on passenger side, 2) Broken dead bolt lock on coach door - unable to use door at all, and 3) Air valve extenders on rear tires are loose. It should be noted that we have not loaded anything into coach for safety issues. It's a brand new RV! We have never used it except to take back & forth to General *** We've been paying storage, insurance and making monthly RV payments for 8 months. We have also lost 8 months of warranty due to this frustrating situation.

  

  Business Response

  Date: 08/16/2023

  We are sorry to hear that this customer has had an unpleasant experience with our store and understand their frustrations. Our manager at our Dover location has personally reached out to ********************* at Thor to proceed with claims. **** has asked General RV for additional measurements,which we are currently working on and will be sending to Thor as soon as possible. General RV will be sure to repair our communication with the customer and keep them thoroughly updated moving forward. We ask that the customer does not hesitate to reach back out if they have any further concerns. Thank you. 

  Customer Answer

  Date: 09/08/2023

  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:
  
  We received your email on 8/26/23 with the message from General RV.  In that communication it was stated that the manager in their Dover location spoke to someone named ********************* at Thor and that **** had requested additional measurements.  Our RV has been at the General RV dealership in Dover since 5/24/23 supposedly being repaired.  So based on this recent response from General RV, are we to believe that nothing has been done on our coach even though multiple measurements and pictures have been previously provided to Thor months ago.  **** instructed us to take it to General RV for repairs so we do not understand why 3 months later nothing has been done to-date. 
  
  As far as General RV contacting us, we still have heard nothing from them and they do not return calls when we try to reach back to them.  This is not a resolution to our problem.  It is only another delay with no conclusion in sight.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/21/2023

  We are sorry to hear this customer has had a frustrating experience, and understand where the customers frustration are coming from.General ** is aware of how long the customer has had to wait for their **, and have attempted to remedy their concerns. We have been back and forth with Thor,and per management at the location, **** approved adding a shim. The ** is complete and pending confirmation to ensure all requested repairs were done.The customer should be expecting a call shortly with updates from the store, as well as to schedule a pick-up date. Thank you.  

  Customer Answer

  Date: 09/27/2023

  [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:
  
  If the ** is completed and all required repairs are done, we have not heard one word directly from the Dover General ** dealership.  In fact, the last response from General ** in Michigan dated 8/26/23,  stated they would "repair our communication with the customer and keep them thoroughly updated moving forward".  This has never happened.  Our emails and multiple phone calls to Dover have NEVER been responded to.  This continued lack of communication and common courtesy leads us to believe that our ** has not been repaired.  Until we are actually contacted directly by Dover General ** that our ** is ready for pick up and we actually have the opportunity to examine and drive the vehicle to confirm its properly repaired, we cannot accept the response from Michigan General ** as resolving our complaint.

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

  Customer Answer

  Date: 10/09/2023

  We received your last correspondence on 10/4/23.  We had just received an email from Dover General ** that our coach was ready for pickup and we arranged to pick it up on Friday, October 6, 2023.  It was supposed to be repaired from the leaning problem, which it appeared to be.  The door lock had also been replaced and appeared to be working correctly now.  Since the ** had been sitting without being used on their premises for 5 months, we wanted to check out the levelers to confirm they were working.  They were not and had to be reset and then they did worked properly. We also started the generator and it stopped running soon after it started and would not start again.  We also wanted to confirm the slide-out was able to be extended.  The slide-out did go out properly, but we do not know if the slide was retracted properly because we discovered a leak.  It was at that point that we noticed a brown stain on the floor where the slide had been sitting and the stain ran down the center of the floor.  It was determined by the Service Specialist, ********, handling our workorder, that there had been a leak somewhere associated with the slide-out.  We left the ** sitting in service drive-way and walked back in the service **** with ********. She immediately documented the new problems related to the generator and the leak on her computer.  She told us that she would contact by email today, Monday, 10/9/23, with more information and status on the **.  We did not hear from her or anyone else at General **.  She was scheduled to be off work for Tuesday and Wednesday.  So unfortunately, we once again are uncertain of what is going on with our **.  

  We would appreciate if Better Business would keep our complaint open until such time as we are able to confirm that our ** is actually totally repaired and back in our possession.  If you need us to update your office, please advise going forward.  Please DO NOT CLOSE OUR COMPLAINT.  IT WOULD BE PREMATURE TO DO SO AT THIS TIME.  Thank you and please confirm receipt of this email.

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

  Customer Answer

  Date: 10/26/2023

  Your email dated today, 10/26/23, was inquiring if our RV had been returned to us.  The status of our RV is that it is still at General RV since 10/6/23.  We did receive an email on 10/18/23 from ******** in the Service Dept.  She indicated that the issue with the water leak had been found and that they "fixed the primary issue with the leak".  She also stated she had a new work order for the remaining repairs to be completed.  But as of today, we have heard nothing further.   

  

  Business Response

  Date: 11/03/2023

  Thank you for the update. We ask that the customer continue to work with their assigned service advisor on updates regarding the repair process. 

  Customer Answer

  Date: 11/04/2023

  [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:
  
  The last correspondence dated 10/27/23 from ********, in General RV's ************** was that the linoleum flooring next to the front of the slide-out was stained due to the leaking problem.  General RV has requested that **** replace this flooring.  **** initially did not want to replace it.  General RV was going to re-evaluate the flooring and document the damage to readdress with Thor.  We are unsure what has transpired since that communication.  We also do not know if any repairs were made to the generator which stopped running when we were there on our 10/6/23 visit.  We would like to know the status of the generator as well.  Unfortunately, until such time as we have more information, we need to continue working with BBB.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/29/2023

  Thank you for the update. We ask that the customer continue to work with their assigned service advisor on updates regarding the repair process. 

• Initial Complaint

  Date:08/09/2023

  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.

  We bought an RV and after 8 days the refrigerator stopped working my wife called the service department on July 31st to make a service appointment the appointment was scheduled for August 4th at 9am the ****************** waited until 825 on August 4th to call and cancel the appointment and reschedule for August 9th which my wife informed them wouldn't work do to us having to be in the hospital for her to deliver our daughter and the rv would need to be picked up they refused to help us so we had to leave early and sleep at their establishment i called August 8th to verify that the rv would be finished and was guaranteed it would be done when i arrived with my wife and new born we were told the repairs had not been made and that they would put the nonworking fridge back so that we could take the rv so that we would have somewhere to take our new born as we live in our RV which we notified general Rv of 3 times

  

  Business Response

  Date: 08/14/2023

  We are sorry to hear that this customer had an unpleasant experience with our store. The customer called into our service department and stated their fridge was not working. General ** determined that it was a residential fridge and could not work on the fridge in house; service reached out to a sublet company called *************************, located in *******, in order to request for them to come and diagnose the *** While we waited, service pulled the ** into our bay to see if it was something simple that did not require assistance from an outside company, as well as repairing the inverter. The customer stated that they live in their ** and would not be able to leave it in order for General ** to complete the repairs. General ** hoped that by repairing the inverter, it would maintain temperature within the fridge.Unfortunately, further repairs are needed via the sublet company. The customer brought their ** back in for service on Sunday night, and General ** pulled it into the bay the following Monday morning. The customer was made aware that the sublet company would not be able to come out until Wednesday. General ** also offered to loan a fridge until the sublet company could diagnose and repair the customers fridge. The customer refused. ********************** ** is more than happy to complete the repairs, but the customer must give us the time to process warranties and follow procedures.  Thank you. 

  Customer Answer

  Date: 08/18/2023

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] most of what general Rv stated is true except we were never offered a refrigerator to use while ours was broken we were told we would have to purchase one at our own expense. We were also were guaranteed by avory in the general Rv birch run service department that our camper would be fixed and ready for pickup on Wednesday and this guarantee was not kept 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 08/25/2023

  We are sorry to hear that this customer was displeased with their experience. We have reached out to our service managers at the location,and this was what they stated in regards to the experience. Customer originally came in on 8/4/23 for us to inspect the refrigerator.  Being that it is a residential refrigerator, General RV needed to pull the refrigerator from the cabinet so that a sublet residential company could diagnose and General RV could submit their diagnosis to the manufacturer for approval as a sublet. The sublet company was supposed to come on Wednesday, but unfortunately canceled the appointment and was unable to make it to General RV to look at the customers fridge. Our employee, ****,offered to RED TAG the parts needed, but the customer was not satisfied with repair options offered and asked General RV to pull his RV to the front.Customer came back in on 8/18/23 to have us pull the refrigerator again for ************************* to inspect and diagnose.  General RV called ************ to cover ***** Krygiers diagnosis, and we were informed that ************ would not honor it, stating that they do not allow ************************* to perform work on ******* refrigerators (we were unaware of this), which the customer is aware of and has signed work orders. ************ had provided ******* with an incorrect customer phone number, which lead ******* to close the ticket due to no contact.  ************ has stated that they want to send an approved site service sublet company to the customers site and **** provided the customer with their contact information.  Contact information is: ****************** *************.  Thank you. 

• Initial Complaint

  Date:08/08/2023

  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.

  We delivered our unit to General Rv for an insurance claim during the first week of May 2023. This was a follow up to a prior engagement where the unit was dropped off for the same claim that occurred in August 2022. The service representative apologized for the three month delay, citing that the claim was essentially passed around and forgotten. The same service representative assured me that we would be a priority and expect concierge service when the unit had to be returned the second time in May. This claim was ultimately for an awning and other related damages due to a storm. Since May we have barely received any response to the endless calls, texts and even in person visits we have been forced to make to get any status updates. The unit was damaged almost a year ago and we have been faithful in our $400 monthly payment for the camper, 6 months of which it has sat on the General RV property.

  

  Business Response

  Date: 08/09/2023

  We are sorry to hear this customer has had a difficult experience with our store. Our management on location has confirmed that the customer has been receiving updates via text in regards to their RV. General RV has been working with GEICO in an attempt to resolve the customers concerns,and has supplied the requested information to GEICO as of yesterday (8/8). We have also provided an update to the customer as of yesterday. If the customer has any further concerns, we advise that they reach out to the service team at our ***** location as they are working to address their concerns. Thank you.