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:08/21/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 camper in May of 2022 we didn’t receive tags for the camper until March of 2023. I was told the title was mailed to the previous owners and they had to file for a lost title. We have now taken the camper for yearly inspection in May of 2023 it is now the middle of August 2023 and have yet gotten an answer on the warranty work that needs to be done. This work is nothing major so it’s very hard to understand how a simple task can be such an issue. We only need the new sealant around the skylight and outside track needs fixed. We have attempted reaching out several times and every time we get they will call us back but that never happens. We would like to have the warranty work completed and be done with any dealings with this company this has been the worst experience I have ever had with any dealership.

• Initial Complaint

  Date:06/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our new 2023 Sabre 37 FLL from A&L RV Sales in Chocowinity, NC in March 2023. That location is not in the BBB directory so I am sending my complaint here instead. Our RV was delivered & set up for us on 4/1/23. At delivery the auto-leveling was showing a fault light, yet they left that day telling us to unplug the shore power for about 30 minutes to an hour and if that didn't fix it to call them back. That did not correct the problem & we had to call them back. During this time we also noticed our thermostats were not working properly & reported this to the service manager, ***. *** says he will call back, but after weeks of waiting & trying to get somewhere w/ ***, I finally reached out to Jonathan, the store manager, on 5/5/23. Someone finally came out to correct the auto-leveling issue & check the thermostats. Diagnosis was that they needed replaced. We were told a warranty claim was being filed. Finally, on 6/6/23, still no thermostats, so I followed up w/ ******** & was told they had arrived the week prior but *** had been out of town & assured us they would be mailed out the next day. On 6/10 I texted ******** again to request a tracking #. Nothing was produced. We called back again on 6/13 & were told they were sent to the wrong address so they were going to send them back out to us right away. All of a sudden have a 2nd set available in their store? We were sent the tracking information for the most recent package but no one would produce one for the supposed misplaced set. We finally received them 6/14 only to realize they are clearly not the right ones. They have pricing stickers from A&L RV & the wiring is completely wrong. I immediately reached out with pictures to ******** & of course no response. We just want our thermostats replaced & receive consistent communication. It's not a difficult request, but apparently they are willing to risk further company complaints instead of just fixing a problem & maintaining quality ******** service.

  Business Response

  Date: 07/05/2023

  We have contacted our North Carolina store and made them aware of the complaint.  They have contacted the ******** and have sent the correct parts to be installed to fix the problem.

  Business Response

  Date: 09/11/2023

  We have constantly tried to speak with the ******** to explain why it needs to be brought in. The ******** will not speak to our GM that is trying to resolve the issue. The manufacture warranty states that it needs to be brought in to a Forest River dealer (doesn’t have to be us) for all warranty work. We want to fix this issue for them we have the two thermostats in our possession to make the repair if that is the cause. We will give them first priority scheduling to get them in and out as soon as possible. We would like for them to communicate with our GM ******** ***** is is fully aware of the problem and is trying to get the issue resolved. 

  Customer Answer

  Date: 09/17/2023

  The diagnosis was made by their own service technician that they originally sent out to our location to troubleshoot the issue. This was months ago & the sets of thermostats they sent to us were the wrong models & this was confirmed by their parts director and the blame was placed on the vendor.

• Initial Complaint

  Date:04/06/2023

  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.

  On February 18th 2022 I purchased a travel trailer that has been unusable it has had alot of mechanical issues that A&L has not tried to help fix i have been in touch with forest river the manufacturer and the regional manager of a& l . A&L finally picked the unit up around January 7th 2023 and has not returned it or been in touch with me as of this date 4/6/23 I have called numerous times with no response to date

  Business Response

  Date: 04/06/2023

  We have been waiting on Manufacturer approval on one of her issues.  We have received the approval and have ordered the parts necessary to repair the unit and have asked that they expedite them to us.  

  Customer Answer

  Date: 04/19/2023

  I had trouble with the response not sending i spoke to the regional manager who asked what we could do I told him buy back he said the manufacturer would.do that I am trying to get in touch with forest river as well but I asked the manager to call me by Wednesday which is today and I've hear nothing so I guess its just always gonna be like this so there no way to work anything out I can't and will not drive there just to have a conversation and the trailer is being stored up a hillside it must be a rough road because out things we moved about and a brand new picnic table damaged the disregard for me and my family has been overwhelming and really just careless  

  Business Response

  Date: 04/27/2023

  We have repaired *** ******* camper and are awaiting her response for additional request.  Our Regional service manager has been working with her to get all her issues resolved.  The unit is ready to be picked up at any time.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2022 Salem by Forest River at A&L RV Sales in Johnson City, Tn XXXXX on 6/22/2022 for $35,747.00. We did a walk through before purchase and after purchase but didn't know until the guy that did the walk though with us after the purchase told us the camper we looked at and purchased was not the same one we were walking through now. We get it home and notice the AC isn't working. I call them. They tell us its fine. I said it wont go below 80 degrees, he said the air coming out of the vents are what they are suppose to be. I was argued with to the point of me crying because of the amount of money we just spent. I asked them to check the Freon and he said its a closed unit and that's not what it is. Then we notice the microwave was scorched, and one wall was damaged. They did agree to fix that but not the air and we had purchased warranty as well. After we got the camper back from them fixing the wall the thermostat mounting was broke so I had to reach out to them again to ask them to just mail it so we could just replace it. With no luck from them I had to call a mobile tech who came out and said the Freon was low., and it had rained and the slide out was leaking, puddles in the floor. I haven't told them about the slide out because we were given such a hard time over the AC I didn't want to fool with it so I'm trying to reach Forest River to approve the pre-auth to allow the mobile tech to just come to our house to fix it.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 7, 2022/10/13) */
  We addressed the A/C issue per industry standards. The A/C units are sealed units that you cannot check pressures or fill if they are low. We ran the A/c for 24 hours as requested by the manufacturer. Manufacturer specs for larger camper with only 1 A/C unit on it is 20 degree temp below ambient air temp. When we check the A/C it was 95 degree and 101 ambient air temp back in July. The unit was cooling to 75 degree in the heat of the day sitting in direct sunlight and on asphalt. We recorded our findings and submitted to warranty and they found the temps to be within acceptable standards therefore they said nothing was wrong with the system and that it was performing properly.
  The microwave and paneling issues were addressed within days of us receiving the parts. The thermostat mount issue was reported to us after they got it home. We ordered the part immediately and are awaiting it to arrive. We did a walk through with the customer upon picking it up and the mount was not cracked at that time. But we agreed to replace it. The slide issue they are talking about was never brought to our attention until now. We have factory trained technicians that do slide work all day that are more than capable of doing the work. We are more than willing to take care of this customer and the issues they are having.
  
  
  Consumer Response /* (3000, 9, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Forest River has agreed with the mobile tech that came out to our home and checked to AC after A&L and per their findings with proper tools they were able to tell that the freon was low, and yes they are closed units but there are ways to tell!!
  
  Forest River has ordered and shipped the AC that came in yesterday so they will be getting that replaced.
  
  It did sit on the hill in direst sunlight and was not cool at all and we continued to tell ***** and Phill but they would not listen to the point I was in tears. You couldn't even walk around in the camper without sweating. I realized there was no point in talking to them because nothing was getting done so I took a different route and was able to get the issue fixed without the help of A&L.
  
  The microwave and wall were fixed. We were told that they would come pick up the camper fix the wall and microwave and bring it back to our home because of all the issues we continued to have but that didnt happen either. We took it, they had it for 30 days then we went back and picked it up.
  When we went to pick it up and a "walk through" was done with *****, it was parked at the bottom and everyone was leaving, ***** came around the corner and walked in with **** whos main focus was the wall and the microwave so NO the mount of the thermostat wasnt noticed until we got it home and I took pics and sent them. I don't appreciate them making us out to be liers! We have yet to get the mount or the bulb they told us they would ship to us but thats ok they can keep them both and we will replace it ourselves.
  
  No the slide wasnt mentioned due to how we were treated when we mentioned the problem with the AC, the wall, the microwave and the wall mount.
  
  If they had trained techs then the AC would have been fixed day one but instead they only wanted to argue and tell us we were wrong.

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 our camper brand new in 2020. Since then the same part (slides) have been fixed 6 times. Our camper is currently in the shop now. It has been for over a month. We never hear anything from them. We have called repeatedly. When we finally speak to someone it's always "It's out of my hands". We just missed our last camping trip because of this. We have been stuck at a campground unable to get the slide in. I feel that we were sold a lemon. I would like my $5,000 down payment back as well as every monthly payment I have made. I will give the camper back for the refund. We will actually be losing money because we have to pay for shipping for parts and the deductible from our warranty. Not to mention the cancelled trip and loss of work because we had a camping trip planned. This is all fine. We just want the total amount paid for this camper back. We have only camped in it 11 times and it has been at A and L 6 times. It has never really been fixed. There computer records will show how many times it has been there. Also our warranty will also show.