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Business Profile

RV Dealers

Family RV Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Family RV Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Family RV Group has 13 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:06/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      5/31/23-My husband & I went to Colerain Family RV in Colerain, OH to order a **** ***** ******* from the manufacturer & we wrote a personal check for $17,200 as a down payment which has cleared our bank. We were told we would receive the VIN & ETA of delivery of our new RV within a couple of days. 6/5/23-we received no info so I texted Aline Parsley, sales rep, requesting the VIN & ETA. At 5 pm 6/5/23, I received a call from Aline stating ***** discontinued the model & we would need to come into the dealership. My husband & I arrived at 6 pm 6/5/23, met Aline who tried to sell us another RV. We originally ordered a top tier ***** travel trailer & she was trying to sell us a low tier 5th wheel from ***** ******. We made it clear we wanted our money back several times during our interaction with Aline, her words to us as we were walking out the door was she would be off on Tuesday & if we wanted the 5th wheel to text her so she'd take it off the available inventory. I again said we wanted our money back & expected a check to be written that day; she said she would look into it. 6/6/23-I called the dealership at 930 am left a message for Nathan, finance manager requesting our deposit back. At 1030 am, I was directed to Phillip, another finance manager & requested the return our down payment & he said he would call back in the hour. I never received a phone call to pickup the check and no one answered my inquiries. 6/7/23- I called to request a check or direct deposit for the return of our down payment as we are now trying to purchase the same RV from another dealership tomorrow, Nathan said he would speak to his GM. 6/7/23, I spoke with Greg, GM and again requested a check or direct deposit. Greg said a request would have to be issued, it would take 10 business days & out of his control. I have been requesting the return of our deposit for 3 days & expect a check or direct deposit immediately so we don't lose out on the opportunity to purchase the RV tomorrow.

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