ComplaintsforGeneral RV Center

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 2022 Coachman Nova. We identified that the windshield was cracked prior to purchase. They stated it would be replaced prior to us picking up the unit. During our inspection the windshield was replaced. We identified flooring and cabinet issues prior to signing. We were told to bring the unit back 14 January 2022 for repairs (which we did). We contacted the service department for status and the unit has not made it to the bay for repair. We later identified (upon taking ownership) that General RV did not replace rear view camera upon taking the unit (bait and switch). We made numerous calls, texts, and emails that went unreturned. We were finally able to get their HQs to respond. The rearview camera is slated to be fixed with this visit. We made an appointment to bring the unit in for repair (a few weeks we were told) for the unit to sit there. We pressed for a date we can expect the unit and none given. We have a unit that is soaking up 1 year factory warranty sitting in a lot. Either repair the unit or refund our funds.

  

  Business response

  02/14/2022

  General RV is committed to addressing the concerns of the customers.  We have reached out to the customer regarding their frustration with the time it takes for repairs. General RV does not own any Manufacturers warranties.   All warranty work must be submitted to the manufacturer for permission. Once approval is done, the parts are ordered and sent to the store; this can take some time if anything is on backorder or requested from the manufacturer supplier.    We will keep the customer updated regarding the repairs to their RV and resolve any remaining issues within policy and procedures.
  
  

  Customer response

  02/14/2022

  [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:] First, we picked up the unit at the end of October and our appointment was not scheduled until mid January. All repair items were identified well in advance prior to dropping the unit for repair. This two month buffer between pickup of the unit and the appointment was for you to arrange warranty work on the floor and to get the parts for the rear mirror camera that should have been installed PRIOR to picking up the unit.  To now say that this delay was for getting parts for repair is laughable.  
  
  Regards,
  
  *******************************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan. 28, ******************* response to BBB complaint ID: ******** I was contacted by General RV Center (***) Dover. The service manager expressed an interest in getting the issue with my water pump resolved. I requested any repairs be done at the location nearest me. The service manager agreed and stated that he would provide authorization for the repair to be done at the *** in ************(*******. *** *** informed me that the documentation from *** Dover indicated the check valve in my unit had been repaired. Therefore, it would not be prudent to order a part(s) that had already been replaced. On Saturday January 29, 2022 I called the ***************** manager. The receptionist informed me the service manager was "off" and would return on Monday. I asked if anyone else could help me and the response I received was "no." On Monday Jan. 31, 2022 I called the ***************** manager. The receptionist informed me that the service manager was not working. I asked if anyone else could help me and this time I was forwarded to the assistant service manager's voicemail. I left a message detailing the issues. I was not contacted by the service manager nor the assistant. Took my unit to the scheduled service appointment at *** Jax on Wednesday Feb. 2, 2022. They performed an ***** of the water pump and installed carpet to fix the noisiness of the water pump. However, they failed to look at the potentially faulty check valve. I asked the service *** Jax rep to make contact with her counterpart at *** Dover to receive authorization for repair(s) of the water pump check valve. *** *********** rep contacted *** Dover and requested the assistant service manager provide the repair authorization. *** Dover did not authorize the repairs. The *** Dover assistant service manager told the *** *********** rep that he would be glad to contact me about the issue. As of Feb. 9, ***************************************************************

  

  Business response

  02/17/2022

  General RV is committed to addressing the concerns of our customers.  General RV would like to apologize for the inconvenience to this customer. Our policy is not to have a customer turn away from one store just because work was done at another one.  The general RV service department has reached out to the customer and scheduled an appointment for April 6, 2022,at 1:00 p.m., close to where he is staying.
  We look forward to resolving this issue with the customer.    

   

  Customer response

  02/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  General RV ***** did not fix warranty work. They said if we made an apt before the year was up it would be valid. We made the apt when we picked up the rv. They never came to pick the rv up for the service apt. I called several times and emailed. Nothing. After 2 months of trying to get ahold of someone I was finally able to. They blamed it on the person being sick. Once our rv was there they refused to honor the warranty work. They wont return our phone calls and hung up on me when I asked to speak to a service manager.

  

  Business response

  02/11/2022

  General RV is dedicated to addressing customer issues.    Customer frustration was out of not knowing how their repairs were going on their new Coach.  General RV has since reached out to the customer and explained the time of components to arrive; the customer understood.  We will keep the customer updated on the parts and resolve any remaining issues within policy and procedures.   

  Customer response

  02/11/2022

  [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. Not one service manager has called us back. Im fact I was blocked from ******** messaging. Also, they dropped off our rv without informing us. They said they told me over the phone but never did. They are not telling the truth. 
  
  Regards,
  
  *******************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2021 Springdale by Keystone at General RV in ***** ** Back in July. Used it less than 4 times and noticed water damage on the vanity in the bathroom. Took it in they found the leak fixed it and ordered new wood for vanity. Set up an an appt to drop off camper . When we dropped the camper off on Nov 1 2021 we also told our service advisor ******** that the ac isnt cooling properly and we were having a major sway issue so bad going down the highway my wife won't even ride with me . Technician went for a test drive and said definitely have something going on here . They figured out that the ac was freezing up. Nov 15 2021 they emailed Keystone to get approval on the ac unit. Keystone was requesting some additional information . We had no communication for several *************************** would not take our calls or return our calls .I decided to call **************** at Keystone and ask them to help out with these issues which they called General RV and thats' when **** the assistant manager over service. At this point they've had our camper 30 plus days . **** got to the bottom of the problem with the sway issue. Weeks later still no news on ac or axle issue because they won't send over the information over to Keystone to get approval for warranty work . 58 days later i had enough of this and picked up camper took it to storage. Then my wife decided to call Keystone and get an update on the issues . Both issues denied because General RV hasn't sent over the information they requested that was on January 6 2022 . Finally we call corporate office of General RV and immediately someone from Dover calls saying Keystone needs additional info off the camper . ******** says she will send a driver to ******* ** to pick up the camper bring to to ************ get the information off the camper and then take it back to storage because they dropped the ball on getting all the correct information while it sat in the parking lot for 58 days . Still nothing has been done 1 21 22

  

  Business response

  01/24/2022

  General RV is committed to addressing the concerns of the customers.  General RV does not own or have control over the approval of any warranty work.  The manufacturer had requested more pictures and information before they approved the repairs.    General RV as a gratuity will pick up the unit on Wednesday, January 26, take it to the service center for pictures, and return it to storage.  The customer understands that they will be contacted once the manufacturer gets their photos and decides.    

• Initial Complaint

  12/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I punched a Rv and was told I needed the extended warranty to get a better interest rate and that I could cancel the extended warranty at any time. Im in the process of selling the rv and need to cancel the warranty. Ive called the dealership to cancel the warranty . They stated I needed to email general rv cancellation email. Ive sent several emails and called the store and cannot get any response from either. Meanwhile Im paying interest and am unable to sell the rv until the extended warranty is removed from my rv loan .

  

  Business response

  12/20/2021

  General RV is committed to addressing the concerns of our customers.   General RV offers our apologies since our emails were down for a time and we realize it must had been frustrating for the customer to believe that no one was answering his emails.  General RV Store Manager, will reach out to assist the customer in getting their paperwork and forwarding it to all the proper departments regarding his refund.   

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from General RV in ******, ** on October 5th. It has been ************************************************************ registration as per the contract. They did not submit any paperwork until Nov. 3rd, and didn't communicate that they were having problems with the out-of-state registration I paid for in the purchase contract. I was unable to reach them for several weeks after which point they told me their email and voicemail systems were down. I have no ETA on when they will complete the registration process.

  

  Business response

  12/22/2021

  General RV is dedicated in addressing our customer concerns and issues.  Customer called regarding his title and registration he was informed that two-vehicle inspection were needed before permission can be granted before they can get plates for that state.  The customer is aware that it can take up to additional 30 days.

*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. ↩