Complaints

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:02/18/2025

  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.

  Disappointed!!! My husband scheduled a service to have the backup camera for for tow package on our ** repaired for December 17th 2024, 10am and we dropped the ** off Dec 14, 2024 in which the service agent, ******* *. had coordinated. Our ** was held and not checked on our scheduled appointment time as ****** stated which resulted in a delay and The ** Center held our ** over the Christmas holiday & the new year. They stated the part department with ************* was closed until after the new years. If Southhaven ** Center had honored our schedule appointment for Dec 17 @ 10:00am as scheduled, then, they possibly would have been able to secure the parts timely. ************** Center Repair Shop did not secure the parts for our ** until mid February 2025. This result in an extreme delay and with cold weather in January 2025. we would have had our ** back in December if they had honored the appointment time. at the time of our pickup, our ** 2025 some parts were left disconnected with plate off the shower screws on the floor. We later learned that evening that there was still leakage and we had to leave the ** at that point for them to repair a major water leak in which we suspected occurred during their service due to extreme cold weather. if we had received our ** back in December as with the appointment this possibly would not have happened, we have made numerous calls since arrival back home to reach out to *********** ** regarding a continual leak from repairs around what they repaired, we paid additionally for towing camera , but also for repair of water leak which occurred during their possession of our **. *********** sold us a wonderful **, but has no responsibility for us timely repair/warranty and doing things and responding to the customer with calls. we have placed multiple calls to correct this problem over the past week since weve 4 hour away from the ** center, and they still are not returning the calls. messages left for the managers.

  Business Response

  Date: 04/03/2025

  ..Thank you for giving us the chance to respond to this complaint.  On 12/17/2024 the customer dropped off their unit with a complaint of the backup cameras not working. At this time we also asked the customer if he would like to winterize his camper to protect against freeze damage, and explained that we would not be responsible for any freeze damage while on our property, if we did not do the winterization. There are also signs in every *********************** that clearly state our policy on winterizations.  Mr. ********* declined to have Southaven RV &  Marine winterize the camper, explaining that he had drained the tanks. Draining the tanks does not protect a unit from freeze damage, as water remains in the water lines, fixtures, and fittings.
  
  On 12/18/2024, our technician started on diagnosing the problem. Due to circumstances beyond our control, the part(s) needed to fix the problem were unable to be determined (parts, part numbers, price, etc) as the manufacturer closed down for the holidays. This was explained to Mr. ********* on 12/23/24, and communication via our texting application clearly shows our Service Advisor, ******, explained that the factories were shut down, and if he needed to pick up the camper, to please do so, until the holidays were over. Mr. ********* responded to the text by saying I will probably leave it there hopefully we can get it back after the holidays. On 1/06/25, and again on 1/8/25 our technician attempted to contact the manufacturer, and received messages stating that no one is available to take your call. Finally, on 1/10/25 (a Friday), our technician was able to speak with the factory. On 1/16/25 parts were received, and it became apparent that one of the parts was incorrectly shipped by the manufacturer. This was communicated to Mr. ********* on 1/18/25. On 1/18/25 Mr. ********* acknowledged that we had to reorder the part. On 2/1/25 Mr. ********* came and picked up the camper. We were notified on the same day that the Abernathys had discovered a water leak. The unit was brought back to our ******************* and we completed the required leak repairs, and the Abernathys picked up the unit on 2/8/25. We were then notified that the customers had discovered more leaks when taking their camper to a RV park. We explained again, that we were not responsible for any leaks since the unit had not been winterized by our Service Department.
  
  In conclusion, we have a policy that is clearly posted, as well as explained to each customer, that we are not responsible for any freeze damage, if we do not perform the winterization. The customer stated he winterized the camper. The customer was notified of the manufacturer being closed for the holidays, and he could come pick up the camper until the parts could be ordered, and received. The customer did not come pick up the unit. The customer was continually updated on the progress of part ordering, and repairs, every step of the way. It is our belief that we did everything correctly, and this complaint has no merit.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 22956580
  
  I am rejecting this response because: ************** company did not address our initial concern relate to the delay in our pre-scheduled service. We agree that the service was scheduled for 12/17/2024, 10:00AM, and our ** was dropped off as agreed per Mr. ******* 12/14/2024 and the weather was not an issue with no indications of any pending freezing temperature or below 40 degrees.  Our ** was scheduled for service to have the backup camera on our ** repaired for December 17th 2024, 10am and we dropped the ** off Dec 14, 2024 in which the service agent, ******* coordinated. Our ** was held and not checked on the pre-scheduled appointment time which resulted in a delay in assessment, and The ** Center held our ** over the Christmas holiday & the new year. They stated the part department with ************* was closed until after the new years. If ************** Center had honored our pre-schedule appointment for Dec 17 @ 10:00 am, then, they possibly would have been able to secure the parts timely. ************** Center Repair Shop did not secure the parts for our ** until mid February 2025. This result in an extreme delay and incidentally, the cold, freezing weather developed in later January 2025. we would have had our ** back in December 2024 before the Christmas holiday period if ********** had honored our pre-scheduled appointment. We believed South Haven ** should share the responsibility of the  water leakage since they did not honor our pre-scheduled appointment time.

  Mr. husband did opt "no winterize" since we were still using our ** for travel as the weather temperature was ***** degrees December through mid January 2025, and we advised Mr. ******* the ** Service Agent, that we were leaving for Florida Dec 24, 2024, and our ** was not expected to be in their shop for this extended period through Feb 2025. If a timely assessment and repair had been completed as pre-scheduled. WE believed  no water leakage would have occurred because we would have traveled to ******* in our ** as planned.

  Also, South Haven ** did not address the condition of our ** at the point of pick-up; on 02/08/2025 "some parts" were left disconnected in the ** with  the plate off the shower and screws on the floor. We later learned that evening that there was still leakage and we had to leave the ** at that point for them to repair a major water leak in which we suspected occurred during their service due to extreme cold weather. if we had received our ** back in December 17, 2024 after assessment of the problems, the parts could have been ordered timely before the parts department shut down before the Christmas Holiday, 12/2024. We have made numerous calls since arrival back home, Feb 2024 to reach out to ************** regarding a continual leak from repairs around what they repaired, we paid additionally for repair of water leak which occurred during their possession of our **. South Haven  ** sold us a wonderful **, but has no responsibility to us related to timely repair/warranty and doing things right, nor respond to the customer with calls. we have placed multiple calls to correct this problem, and they still are not returning our calls. messages left for the managers.

  
  
  Sincerely,
  
  ***** & ***** *********

  Business Response

  Date: 04/08/2025

  I am asking the BBB to help us in how to respond. Customers are explained that an appointment is only to drop the unit off, and get in the queue for diagnosis and repairs. We diagnosed the unit THE DAY AFTER the customer dropped the unit off. We notified the customer that due to circumstances beyond our control, that we could not get the part needed in a timely manner. We notified the customer they could come pick up the unit and bring it back when the parts came in. The customer DECLINED this option. We notified the customer that the way they winterized the camper is not correct, and that we would not be responsible if the unit got freeze damage. We also have signs in each office that clearly state we are not responsible for freeze damage if not winterized by us. In their rejection of our reply, the customer even states that they opted not to have us winterize the camper.  A manager did reach out to the customer when they complained about the freeze damage, and explained that we were not responsible for freeze damage if we didn't winterize the unit. As far as the "parts" laying in the shower, it was an access panel where we were looking for leaks, and it was an oversight that we left it off. We immediately reinstalled the access panel when it was brought to our attention.

  I can be reached at ************** if the BBB would like to discuss this.

  Very Respectfully,
  ***** ******
  Fixed Operations Manager
  Southaven RV & Marine

  Business Response

  Date: 04/11/2025

  Customers are explained that an appointment is only to drop the unit off, and get in the queue for diagnosis and repairs. We diagnosed the unit THE DAY AFTER the customer dropped the unit off. We notified the customer that due to circumstances beyond our control, that we could not get the part needed in a timely manner. We notified the customer they could come pick up the unit and bring it back when the parts came in. The customer DECLINED this option. We notified the customer that the way they winterized the camper is not correct, and that we would not be responsible if the unit got freeze damage. We also have signs in each office that clearly state we are not responsible for freeze damage if not winterized by us. In their rejection of our reply, the customer even states that they opted not to have us winterize the camper.  A manager did reach out to the customer when they complained about the freeze damage, and explained that we were not responsible for freeze damage if we didn't winterize the unit. As far as the "parts" laying in the shower, it was an access panel where we were looking for leaks, and it was an oversight that we left it off. We immediately reinstalled the access panel when it was brought to our attention.
  
  
  
  
  

  Customer Answer

  Date: 04/11/2025

  ************* has misrepresented the Dates. Our ** was dropped off 12/14/2024 for a pre-scheduled appointment for 12/17/2024 at 10:30am service related to problems with the rear camera. However, Southhaven stated the our ** would be pulled into the shop to check on Friday, 12/20/2024 after leaving multiple messages for ******, and ****** would  call and update on Monday, 12/23/2024, but no call received from the ** shop so we contacted Southhaven ** shop again, and they stated, the ******************** to obtain the parts were closed until after the holidays. Again, as we stated, there was a delay in evaluating our **. On 12/17/3025, we were told ****** was out sick with Covid, and we inquired if someone else could check the ** and let us know because we were scheduled to leave town before Christmas. 
  we had a definite appointment on 12/17/2025, 10:30am as ****** had confirmed before the drop off of our **, 12/14/2027.

  The water leakage is a separate issue, so if Southhaven opt no responsibility with it ok. However, if theyre truthful, they will acknowledge the event above which created a delay in our services which lead to multiple as initially stated even if they do nothing to correct this situation. Thanks

• Initial Complaint

  Date:10/16/2024

  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.

  I've had two issues with this company. In October of 2023 I took my ** to this location to consign it and sell it so I could get a vehicle in my name as that was a greater need. I bought my original unit from them, so all of my information was housed in their system. We signed paperwork that stated I would receive 26k when it sold, however they wrote down the wrong information and when they tried to sell it, only wanted to give me 21k. They did nothing to try and solve the issue and just told me to come get my unit. The sales manager was also less than nice and I've attached our email conversation around it. Fast forward to November of 2023, I asked them to winterize my ** and they said they would and they charged me $249.89 for this service. Fast forward to 10/15/2024. We pulled the ** to *******, as we plan on doing some travelling and noticed that our hot water line had burst, which shouldn't have happened if my unit was winterized. We also had quite a lot of waste water pour out of the unit...which also should not have happened if it had been winterized. I called Southaven ** yesterday and spoke with ******* ***, who is over all services and he looked me up in their system and told me they had not winterized my unit. I was UNHAPPY to say the least since it's caused us additional $$ to do something that I paid $250 to get done. I emailed *******, as well as a few other managers and they say they won't refund my money unless they look at it, but it's in ******* so that's not possible and he says they did winterize it. They are trying to save face for the 2nd time with me, and I've gotten not one stitch of customer service or even an effort to fix things. I am looking for a refund and whatever it cost for me to send a mobile technician to the unit to have it fixed. I am attaching emails/images.

  Business Response

  Date: 10/31/2024

  We did consign Ms. ***** camper and attempt to sell it.  **************** had her execute the agreement.  I (***** *****) later reviewed the document and determined that the unit was a 2021 model *** a 2022 model.  I immediately advised Ms. ***** of that fact and provided documentation explaining the difference in values. 

  
  When the season changed and it started becoming colder, we advised her that it would need to be winterized.  The facts of the winterization are below.  After several months, Ms. ***** picked up the camper from our dealership. What transpired after her picking up the unit is unknown to us until the recent contact regarding the winterization.

  
  For the service side of this complaint, the customer notified us after 11 months about the winterization complaint. This falls outside of our service 90 day warranty, but we notified the customer that we would look at the unit, if they brought it to us. If we determined that it was indeed a fault of ours, we would fix the issue at no charge.  The customer stated the unit was in ********and could not bring it to us. Contrary to the complaint,  ******* *** is NOT in charge of Service, and did not insinuate he was. The unit was indeed winterized on 11/16/2023 (** *****) by ***** ****. 2 gallons of RV Antifreeze were used to winterize the unit. Computer time stamps can verify this information.  ****************** did tell the customer he didn't see where it was winterized, because he was looking at Repair Orders assigned to him. After researching all Service Writers **'s, Mr. *** found the ** which was worked by ****** ********. The customer was notified of this fact by Mr. **** and accused us of making this up to "save face".
  
  Very Respectfully,
  ***** ****** and ***** *****
  Fixed Operations Manager and General Sales Manager

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22431812
  
  I am rejecting this response because:

  The consignment part, it's not my responsibility to give you the information on a unit you sold me and is in your system. I was not immediately notified either...unless a week after the fact is immediate. If my unit was winterized, we wouldn't have had wastewater come out of it, we wouldn't have had a line freeze and burst while in your care. We wouldn't have had to pay a cleanup fee for wastewater coming out of our unit at an RV park if it was winterized.  The second my unit was picked up from your lot, it immediately went into storage, and we just pulled it out when I called. If my unit was winterized that should've been notated in your system, no matter who was looking at it. I get nothing but excuses from yall when I bring issues that were on your business. It's wild to me that you all can't look in your system and accurately see if things were done or see the correct information needed for consignment. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/26/2024

  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.

  I purchase a brand new Alliance 382RK from Southaven. Upon arriving we noticed a few issues. We asked that they be resolved and they reluctantly attempted to do so. After failing to do so, they told us to bring it home to our dealer closest to us. They refuse to take action for their inexperienced techs, unknowledgeable sales staff and management that does not care after the sale. They falsified a document to send to the manufacturer saying they did a PDI, which they did not complete. They wont help with any warranty issues. I was delivered a very dirty unit that was never cleaned. This business has no remorse!!!

  Business Response

  Date: 05/04/2024

  ************************ did purchase a new Alliance Paradigm 382RK from us and picked up on Saturday 4/20/23. 

  
  The initial contact was done via telephone with the offer of $72,000.  ************************ had negotiated with his local dealer on the same model camper that was used.  He has access to the same dealer version of JD Power connect that we do.  He is a powersports dealer himself.  He was aware that the offer was extremely low, but if we wanted to get it gone, we might accept the offer.  We did.  However, it was with the understanding that it would be sold as-is, with an LP check only. Later, we decided to add a battery because we knew some items might not work without a battery to help the converter. 

  
  We make an effort to clean all campers sold unless its a fixer-upper wholesale unit.  Obviously, this new 5th wheel was not a fixer-upper.  We may have missed cleaning it up to par, but it was not filthy. 

  
  ************************ came in on Saturday and did a visual inspection.  He noted some items that he wanted a technician to address.  We addressed these but were unable to get the entry door repaired without more time or possibly parts.  He was advised by the salesperson that of course, the camper was new, so it would still have a manufacturer's warranty.  He didnt have the additional time to wait (needing to get back home to *****).  He was advised to get it done at his local dealership along with anything else that might happen during the drive or while on his 1st camping trip. 

  The invoice on this new camper was $87,469.  We did accept Mr. *********** offer, but we were clear about the terms.  He still has a new camper with a new warranty.  He can bring it back to our dealership for any warranty work or have it done at any other Alliance dealer or service center in ******** He will be responsible for getting the camper to that service center.  

• Initial Complaint

  Date:08/28/2023

  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.

  Last year ***** issued a recall (attached) admitting they knew the suspension was inadequate for the load. Aug 25th, while towing the ** to *********, **. the leaf spring broke causing the tires to rub nearly catching fire. The dealership (Southaven **) performed the recall, but could not and would not produce the paperwork. They told me no notes were taken. The springs were not replaced. They said they installed bump stops which were intended to keep the tires from rubbing in the event that a spring did break. Neither Jayco nor Southaven ** wants to take responsibility. Without a resolution, I'm afraid to pull the camper anywhere else. I only want the springs and **************** to be provided. I'm not even asking they provide the labor. I just want to be able to use the camper with a peace of mind.

  Business Response

  Date: 09/28/2023

  Attached are a couple of items that would contradict the claims of not being willing to provide documents that prove it. We are reaching out to Jayco to see if we can get any assistance. 

  Business Response

  Date: 09/28/2023

  After a conference call with customers and *******, frame manufacturers, the offer of providing the springs was offered by them. We reached out to ***** and the email from ******************* one of our *************** the following email was sent to *******************

   

  ****,
  Spoke with ***** at Jayco. He stated that he had spoken to you about the broken spring on your North Point camper. He stated that because the recall had been performed prior to the failure of the spring and that history has shown that no other springs have failed after the bump stop have been installed on any other North Points. That ***** will not be willing to cover any labor for replacement of the failed spring.
  Thank You,
  
  *******************
  
  Southaven RV
  
  ******************************
  

  Business Response

  Date: 09/28/2023

  ****************** reply was as follows.

  Thanks for checking with them anyway. 
  
  ***********************
  
  Senior Service Engineer

• Initial Complaint

  Date:07/26/2022

  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 gave the salesman my credit card number to hold a travel trailer. We settled on a price and I spoke with the finance manager and put in an application. She stated interest rates for my credit were around 6.5%. I agreed to $35,500 but when the male finance manager called me the price rose to over $37K and the APR was ****%. I told them that was not acceptable and I would like my credit card information back. They have the paperwork with it but will not give it back to me. They want to shred it but I do not trust them since they lied once. All I want is the paper with my credit card information on it and they will not return it to me.

  Business Response

  Date: 09/16/2022

   

   

  The customer obviously did agree to purchase a unit subject to credit approval. Unfortunately, when we received the conditional approval to finance from our lender the previous rate quoted was not available. Due to reasons, we are not permitted to disclose. We don't make credit decisions, we only act as an indirect lender. If we can't satisfy the customers need, we don't make a dime.

  Our records indicate that the sales price of the unit to be purchased was:

  Sales Price:    37169.00

  Trade allow:    14937.37

  Trade Diff:       22231.63

  Payoff trade    10979.16

  Tax                    1644.21

  Title & Doc          645.00

  Amount Fin    $35,500.00 This number is evidently what customers are referring to when she mentioned 35k

  We have reached out to customer when she asked to have her credit card information sent to her, that we did not want to take the chance to have it compromised and didn't want to be liable. When the Salesperson got off the phone with her, we shredded her information. Unless she can show us where there have been charges made to her card at Southaven RV & Marine, I am not sure what the problem is. We are a very reputable company and work hard to keep that good reputation.