ComplaintsforDelmarva RV Center Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a used camper in October 2022 and didn't use it over the first winter we owned it since the campground it resides in is closed till May 2023. The camper front slide out has a significant leak we did not notice at the time of sale. The camper started leaking badly June 2023. We essentially only slept in the camper 5 times till rain made noticeable damage on the interior. We closed the camper October 2023 for season and I was going to replace the seals outside the camper where we thought the problem existed. May 2024 the campground reopens again and I bought new seals for the outside slide out only to find a large gap at the one end. I had a mobile RV repair service who frequents our campground assess the damage. They said the floorboards are rotted out and it wasn't something that happened overnight. Furthermore there is an obvious patch jobs on the inside that we as new camper owners would have never picked up on. I feel we were sold a camper that was covered up with it's problems. To repair the leak it's going to cost us $4475 to do the service and $575 to pull it out of the campground and return after repair. The repair service has to literally take apart the slide out to do the repair which is significant work. Our current principle on the loan is $15K for a camper that doesn't work right. I'm looking for reimbursement for the repair services. I have contacted the GM at Delmarva RV and he said our timeline is too long to consider repairs with their company. I do understand that, but the patch job is what I'm very upset with. We got scammed from the beginning and now the structural damage is our problem.

  

  Business response

  06/22/2024

  **** *****

  I am sorry if you are disappointed, that was never our intention. When you purchase a preowned or used unit, sometimes they have preexisting repairs. Prior to completing the purchase customers are scheduled for a walk through with a member of our staff. Every customer can walk through the unit they select for purchase, ask any questions, many customers even have third party inspections done prior to the purchase. This walkthrough is specifically to help a new purchaser become familiar with their new camper, be provided with educational information and an opportunity for every customer to inspect the unit and ask any questions they may have prior to their purchase. After you have completed the walkthrough, you sign your buyer’s paperwork. 
  To summarize your complaint as we understand.

  You purchased a used 2015 FOREST RIVER FREEDOM EXPESS 310BH in October of 2022.
  You had the unit parked in a campground for 7 months and did not check on your unit until May of 2023.
  In June of 2023 you noticed a leak, however, did not request service at that time, according to your complaint you closed the camper 4 months later in October of 2023 without addressing the leak in your camper.
  You purchased new seals in May of 2024, and had a mobile technician assess the damage to your slide in May of 2024, 11 months after you noticed a leak.
  You contacted the dealership and processed a BBB complaint in June of 2024. Close to two years after your purchase.
  You purchased it in October of 2022, noticed the issue in June of 2023. With it being that far out of the purchase date, there are a ton of factors to take into consideration. It looks to me that you had knowledge a year ago, in June of 2023 but did nothing to remedy it until last month, May of 2024, a year later.

  Even if the campgrounds do close in October, you had almost 4 months to have it addressed beforehand. Looking back at your file, you have signed everything including a "we-owe" signed by all parties that nothing else owed by the dealer. Delmarva RV Center will not be paying for any repairs. Too much time has lapsed and there are obvious signs of customer neglect. Ignoring a leaking RV slide-out even for a brief period of time can lead to extensive water damage, including rotting of the floor and subflooring, and structural deterioration. 

  Customer response

  06/25/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21862372

   

   

   

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Trailer was purchased in April 2024. The $26,000 cost included preparation of the trailer to include cleaning and minor repairs of loose wall trim, inoperative door lock and tv’s not connecting to antenna. The trailer has an infestation of ants that the company fails to address. Purchase included a 30 day warranty. The company failed to clean the trailer and now refuses to repair previously identified deficiencies. Request company to make repairs to trim, door lock and tv connection. Request company to provide products or company to hire exterminator to eliminate ant infestation. Company employee Lisa Trice has been the principal company employee who is refusing to address issues.

  

  Business response

  06/19/2024

  Mr. ******,

  There has never been an unwillingness demonstrated to perform the reasonable repairs. We try our absolute best to repair everyone's camper. I am sorry you feel like we have not met your expectations, that is never our intention and not how we've managed to run our business for the past 30 years.
  

  I thought I would take this time to clear up a few misleading comments included in your complaint.  You, with your mother purchased a USED, 2019 Forest River Chaparral from Delmarva RV Center. There is no charge for cleaning or preparing the unit, this is part of the process of the sale. Both you and your mother signed documentation acknowledging you had seen all components of the RV to be operational, in addition you completed an inspection and signed off on the inspection form in which you accept the unit “AS IS” – in its current condition. For clarification, the 30-Day warranty you mentioned is a 50/50 Appliance ONLY warranty. The 30-Day warranty is not applicable for the repairs you had requested. Pease refer to your buyer’s order and related sales paperwork, if there are questions or clarification is necessary, please contact our office.  
  

  The details of three minor repairs we have completed, one piece of loose trim, we tightened a screw, we corrected the wiring to the cable someone had set up incorrectly and installed a replacement entry door lock. When a customer has a complaint about our services, we take them seriously and always want to try to make things right whenever possible.

  Although we have completed the repairs as your mother requested, negative comments and reviews continue to be posted. Based on many phone calls with your father, mother, and you, the emails with your mother, google review initiated by your father, and BBB filings you have initiated, we understand there truly is no way to appease you.

  After careful review of the sales and service folders the position of Delmarva RV Center Inc. is we have done our due diligence to accommodate all reasonable requests and resolve any outstanding claims made by you and or you family.

  Customer response

  06/25/2024

  Better Business Bureau: This business still conveniently refuses to address their failure to clean the trailer and further refusal to address the ant infestation.  The business pays lip service.  Lisa lied by saying she would provide some compensation for the business failure to clean the trailer and some compensation for the ant infestation.  The business only took action weeks after the purchase and only as a result of the BBB complaint.  We expect monetary compensation for the three hours my daughter spent doing the cleaning job which the salesman said was part of the purchase. We also had to purchase $25 worth of ant products which are not working .The salesman forced us to accept the dirty trailer by saying we would have to arrange our own transportation of the trailer while still paying nearly $500 for the hauler they provided.  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 21816754    

  

  Business response

  07/15/2024

  Delmarva RV Center provides a basic cleaning and walkthrough of each unit sold.  There has never been an unwillingness demonstrated by Delmarva RV Center to perform the reasonable repairs and address any concern the customer has brought to our attention. When the customer contacted our office after accepting delivery of the unit, they were advised if they were not happy with the cleaning to bring in the unit at any time convenient to them and we would have the cleaning staff address any outstanding concerns.  The customer has repeatedly refused to bring the unit to our facility to allow us the opportunity to address these specific concerns.   

  Delmarva RV Center Inc.  has done due diligence to accommodate all reasonable requests and resolve any outstanding claims made by the customer. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a camper from Delmarva Rv at which time they also sold me on th E2 weight distribution system. After a couple uses the bolts on the system actually sheared off. Which could have been a serious safety issue. When I contacted the manufacturer of the system they informed me that the system would not work with my camper according to installation specifications. So I contacted Delmarva Rv to explain to them the issue and the fact that they sold me a product that was unable to be used on my camper and potentially a safety issue. At which time they told me they put the same system on every camper. So basically they have put the same system on other campers at the wrong measurements. Alls I asked from them was to replace the system with the correct one. They have told me that too much time has passed (1 year) even though we only were able to go on a couple trips. When I explained to them that it takes a couple of times of 1/2” steel bending back and forth to shear they agreed but have said that it’s not their problem. Even though at the end of the day they sold me the wrong system for my camper and installed it to the wrong specifications (as per the manufacturer). All I am looking for is them to replace the system with the proper one or refund me my money and I will gladly give them back the one they sold me.

  

  Business response

  07/01/2024

  After speaking with the customer this issue has been resolved. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2023 GD RV in feb from Delmarva North. By April both skylights were leaking into the camper. We called to have them replaced, we’re told they couldn’t get us in until june, but then that week said they couldn’t get it done in time, so rescheduled us for Aug.1st. the weekend before when we had it out the AC unit started freezing, and the fridge stoped cooling. Then we noticed what looked like the weld on our hitch breaking. when we brought it in we told them our main concern was the safety with the hitch because the weld looked bad. After a week of it being there we called to check in, and we’re told they had some sickness going around and we’re backed up and wouldn’t get to even LOOK at our camper, so come back and pick it up. We told them they had u til aug 17th, and that our hitch needs to be looked at it wasn’t safe. finally we got ahold of Lisa who that the weld was bad and she would make sure it was taken care of and wouldn’t let it leave like that. the day before we go to pick it up we talked to someone up front who said that an inspector from GD came down and looked at it, and said it was just an “ugly weld” but totally fine. they spray painted it black. and that the next day before we got there they would be doing the skylights and checking the AC. when my husband arrived around 5pm on the 17th, they had the camper still pulled out and the Forman said he “fixed” our AC. but didn’t have any paper work on it, just that it was fixed. we asked about the skylights, he said he had to order them. he finally found the paperwork and said oh sorry I didn’t know. we asked for the paper work on the hitch he said he didn’t have it either.We filed a claim with Grand Design, and i asked if they had copies of the work done and hitch inspected by their company he said no such work order existed and there was nothing on our file about any diagnostic or repair that was done at all the 17 days it was at the shop.

  

  Business response

  09/06/2023

  There has never been any unwillingness demonstrated in performing the repairs, It's the sole purpose and number one goal of our service department. The unit was at the Delmarva RV Center, service department, location for just a little over ten business days.  With such a short time frame the expectation of having all repairs completed is simply not realistic.  Because you requested to pick up your unit before we could complete the full diagnosis the items you had identified as most urgent were addressed prior to pick up including submitting photos to warranty and relocation of a sensor probe in the AC unit.
  We try our very best to repair everyone's camper. When a customer has a complaint about our services, we take them seriously and always want to try to make things right whenever possible.
  When it comes to RVs, nothing moves fast, including RV service. It can be a rather tedious and lengthy process.  Servicing can take longer when you need work covered by a warranty claim. It’s important to note the approval process, shortages in staffing, increased business, communication errors, and shortages on parts can all cause delays. When you factor in weekends, holidays, and vacations, and the human factor, while the service center may expect a repair to take a week, it can quickly turn into several weeks or even months.
  As we have discussed with your husband because you needed to pick up your unit on a specific day, not all the work requested had been completed.  We continue to stay in touch and are working with you, the customer, and manufacturer to ensure all concerns are properly addressed and resolved.  As of 9/6/2023, the unit has not been brought back to the dealer service center or scheduled to complete the mentioned and other repairs. 
  We understand your concerns related to the hitch and continue to submit information as requested by the manufacturer.   As for additional diagnosis work for the function and operations of the refrigerator and air-conditioning, the unit will need to come back into our shop for evaluation.  A member of our service team will contact you to schedule an appointment.
  

  Customer response

  09/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20509399

  My RV had been on the schedule for 5 months prior to it being brought into Delmarva to be fixed. Their lack of communication with one another and organization is why my skylights that had been on the schedule and ordered since may, then they didn’t even attempt to install them and recently admitted they didn’t even look at our unit untill right before it needed to be picked up. We had been told previously this was a 1 hour job, and we dropped it off for 17 days, and they still couldn’t even get that done. As for servicing our AC, there was no documentation that they did anything, and since then the AC unit still doesn’t work half the time. But my main issue is they did not take the proper channels to ensure the crack in the Frame was either A safe and not going to endanger anyone with continued use, or B send photos to the manufacture and find out what needed to be done to ensure it was safe. They were simply too busy and understaffed to deal with it, so they passed the blame onto a lower employee when we picked it up and we were told it was looked at and fine. Since then we have contacted the manufacture and found it is in fact not fine, it’s unsafe to use. And Delmarva continues to just blame anyone else, when they knew the unit wasn’t safe but didn’t have the time to deal with it either so they gave it back to us and let us leave and continue on 2 more trips putting our lives and anyone else’s at risk. As for the Unit not being brought back to them, we were told not to travel with it, and we still have 3 more trips left that we needed our brand new RV for, that now we have to pay for hotels those weekends! And still continue paying for a brand new RV that no one can seem to find time to fix, or how to fix the weld breaking. It should not take 5 months to schedule an apt, then drive 4 hours round trip, be 3 weeks without our RV, and another 4 hour round trip to pick up our unit to not have a single item even addressed. We have been mislead by the service manager, lied to by the Forman, and other service department employees. It’s inexcusable to have a brand new RV with so many issues and a group of people who arnt on the same page and can’t get anything accomplished. They told us they needed it for a week, we gave them 17 days, and they told us they didn’t even look at it because they didn’t have time. 
  

   

   

  

  Business response

  09/28/2023

  When it comes to RVs, nothing moves fast, including RV service. It can be a rather tedious and lengthy process.  Servicing can take longer when you need work covered by a warranty claim. It’s important to note the approval process, shortages in staffing, increased business, communication errors, and shortages on parts can all cause delays. When you factor in weekends, holidays, and vacations, and the human factor, while the service center may expect a repair to take a week, it can quickly turn into several weeks or even months.
  Again, there has never been any unwillingness demonstrated in performing the repairs, It's the sole purpose and number one goal of our service department. The unit was at the Delmarva RV Center, service department, location for just a little over ten business days.  We have a calendar full of people, just as yourself who are in line with scheduled service appointments and we will not move them to the back of the line because of your schedule.... Just as we would not ever put you in the back of the line for someone else.  With such a short time frame the expectation of having all repairs completed is simply not realistic.

  We understand your concerns related to the hitch.  As stated in our email dated 9/15/2023, based on photos provided by both the customer **** ****** and Delmarva RV Center Inc warranty administrator, LCI's determination is this is damage not a defect. Because LCI has determined this to be damage Grand Design has denied the warranty claim.  Due to the determination of damage the manufacturer, Grand Design, and/or Delmarva RV Center Inc will not provide additional assistance in this claim.  This repair is the sole responsibility of the customer/owner. 

  As for additional diagnosis work for the function and operations of the refrigerator and air-conditioning as well as install of the replacement skylights, the unit will need to be scheduled to return to our service center for evaluation. You are also welcome to contact Grand Design customer service (574-825-9679) for a referral to another authorized dealer closer to your residence to complete the repairs. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought our 2007 Terry Travel Trailer in May of last year. We were contacted and was told we needed to get it inspected for our tags. We opened our slide to secure items before dropping off at Preston Ford for inspection. When we tried to close the slide and it would not move. The next day I called RV CTR and asked for help in what to do. They said bring it to us, we don't do mobile service..I can't get the slide to close. So we tried to get it to close, wouldn't move. We call back to the RV CTR and was given a mans name and number who could help us. We called, he came out and we got the slide closed with a pushing and pulling of the slide. He informed us that across the top of the slide it was sagging just enough to keep the slide from coming in. We would need to get that repaired and braced up. So I called RV CTR to make an appt. Jan 2023, we took the camper in and left it. Heard nothing for months, had not been looked, ok I understand that. Said someone would look at it and give us a call. Another few months have gone by, still nothing. In May is when I started trying to find out what was going on. I was told our slide was rotten and it would cost close to $8k. to repair. Our camper is NOT worth that amount. I wanted to know how this happened in such a short time. We NEVER got to use the camper. No way someone didn't know about this before bought. So I said help us find another camper and we will trade this one in, but it needs to be paid for in full, buy this one back and we will move on. No one called. Called again, gave the same story, buy it back and find us something else. Adam called asked about what kind of camper we would like, told him. NEVER heard back from him again. In our frustration, we went to the RV center 2 weeks ago to clean out the camper and get the process started. I wanted to see where it was rotten, I kicked walls, nothing, I looked for water damage, nothing. Sent an email, for a meeting to show the damage, no response.

  

  Business response

  06/09/2023

  After several email exchange Delmarva RV Center staff and the customer have connected and are scheduled to meet to review the quote for repairs.  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a camper in May 2022. We only used the camper on 4 occasions and on 2 occasions, it leaked and the 3rd trip the furnace stopped working. We took it in for service in Oct 2022 and did not get it back until Jan 2023. We took our first trip sibce getting it back in May 2023. We got to the campground and discovered the roof was peeled back half way which revealed a crapp repair job by using duct tape and glue. We reached out to Delmarva RV and they told us they are not liable bc its been a year since purchase. We had to pay $637 for temporary emergency repair during our camping trip 3 hours away and now it will cost us an additional $1200 to repair it properly.

  

  Business response

  06/03/2023

  The customers purchased a used / preowned, 2017 Forest River Freedom Express from Delmarva RV Center in May of 2022.  Customers brought their unit to the Delmarva RV Service Center several times in the first year including dropping off after hours on October 31, 2022.  Items in the repair order included repairing a heater, adjustment to slide, and replacement of switch at the awning.  In the past year, at no time has the customer mentioned a concern with the roof to our service department.

  The customer has indeed contacted Delmarva RV Center with the expectation of, after over a year of owning and using the unit, the company absorbing the cost of a roofing repair. We have explained to the customer Delmarva RV Center is not responsible for this repair.  In our best effort to support good customer service, several suggestions have been made including facilitating receiving a quote from our subcontractor who does roofing work and repairs, contacting the warranty company, or contacting her insurance company.  Although our contractor has reached out to the customer several times, the customer has not returned their calls or responded.       
  

  At the time of the purchase the customers participated in RV schooling provided by a member of our staff. During that time, the customer has the opportunity for a final walkthrough with a member of our team prior to the purchase. This time is set aside specifically for a member of our team to meet with the customer in the unit to provide education and an opportunity for the customer to inspect the unit and ask any questions they may have. The customer signed documentation acknowledging they had been shown all components of the RV to be operational.  In addition, they acknowledged an inspection had been completed by them and they accept the unit in its current condition.  Clearly included in the paperwork, they acknowledge there are NO warranties implied or stated by Delmarva RV Center Inc.  At the time of the inspection the only item noted was an issue with an awning that was fixed at no charge to the customer.

  In response to the complaint received by customer, after careful review of the sales and service folders the position of Delmarva RV Center Inc. is we have done our due diligence to accommodate all requests to resolve any outstanding claims made by the customer.

  
  

  Customer response

  06/08/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. We called in October 2022 to notify  Delmarva RV of a leak and the failed furnace. We were given an appointment for January 14. I called back and asked if there was an appointment available sooner than January 14, as I was concerned the leak would do more damage within those 3 months. I spoke with ****, in the service deptarment, who then communicated with my husband in order to coordinate a drop off. **** advised he would "accept it" and they arranged for it to be dropped off on Oct 31.  We didnt mention anything about the roof, as we didnt know where the leak was coming from, nor did we have knowledge of any issues with the roof at that time. I assumed the roof would be inspected while they were looking for the source of the leak.  In recent weeks, the owner, *****, with whom I have been communicating with, had revealed they never even serviced the unit for potential leaks which was our main concern for taking it in to be serviced in the first place.  As far as the "inspection" goes, ***** admitted that they don't allow customers on the roof due to liability. Therefore, access to the roof was never an option for us to inspect.    Regards, Complaint ID: 20131400      

  

  Business response

  06/22/2023

  Based on the requested service for the appointment originally scheduled in December of 2022 customers had requested “Inspection of living room slide out – customer states water leaking in it.”  It is documented the customer had advised when speaking with the shop foreman “slide leaks during travel”.  An inspection of the slide out was completed. The problem identified during diagnosis was seals located at the wheel well.  The customer is correct, we did not inspect the roof.  At no time was it requested for our service department to perform a roof inspection.   
  

  In the interest of safety for our customers, Effective January 1, 2023 customers are not permitted to walk around on the roof of the RV’s without the proper safety equipment.  Customers are always welcome to have a third-party inspection completed by an OSHA certified inspector.  We do have several we refer customers to.  

  As we had said before, In response to the complaint received by customer A. E******, after careful review of the sales and service folders the position of Delmarva RV Center Inc. is we have done our due diligence to accommodate all requests to resolve any outstanding claims made by the customer.  This includes facilitating receiving a quote from our subcontractor who does roofing work and repairs, contacting the warranty company, or contacting the customers insurance company.  Although our contractor has reached out to the customer several times, the customer has not returned their calls or responded.

  If the customer is interested in resolving the issue by receiving a quote from our subcontractor who does roofing work and repairs, assistance with contacting the warranty company, or contacting the customers insurance company as necessary we would be happy to help out.  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had appointment on June 9 2022, to get the lights on our camper fix. They had our camper up there for 2 months, just standing there. Everytime I called, they told me it would be in next week after week. We had the recall fix and minor stuff, but the lights were still not fixed. So we picked up our camper August 20, 2022. Nobody told us to have our fridge and freezer empty when we drop it off. So when I went up there to check on it, someone had turn the battery off. Then when I went in the camper all you can smell is rooten meat from the fridge being off. The meat juice had cause wood damage . I talk to the GM, he said that he would take care of the damage from the meat juice and my part was to clean the meat juice up. The warranty guy now said that we aren't paying to get it fix, he was rude and inconsiderate through the email.

  

  Business response

  10/31/2022

  In response to complaints as we understand contained in the filing with BBB / Summary of Service / Repairs

  It was reported the awning lights were not working.  Awning lights were inspected and determined to be in operable. The lights were not covered under warranty.  The customer was provided with an estimate and did not want to pay for the repair, declined the recommended service.

  The other complaint listed refers to damages related to the customer leaving perishables in the refrigerator and freezer at drop off. Delmarva RV Center has taken measures to reduce the risk of loss or damage to a customer’s unit while at our location however the damages to flooring and trim at the refrigeration unit were determined as caused by the customer by leaving perishables in the unit when it was dropped off.   Perishable items left in refrigeration units are not the responsibility of Delmarva RV Center, as well as damages caused are not covered by a warranty.  The customer was provided with an estimate from our service department for repairs to the flooring and trim, however declined to have the work completed.   

  After careful review of the sales and service folders the position of Delmarva RV Center Inc. is we have done our due diligence to accommodate requests and resolve any outstanding claims made by the customer. Customer provided with discounted estimates for the parts and labor for the replacement of the lights as well as repair to the flooring and trim but has declined.

  -- 

  Customer response

  10/31/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I never decline getting our lights fix. They told me that the lights they order was the wrong size. That was the last time, I heard anything from them. They also schedule our appointment after the warranty was expire. I that point, I didn't care that I had to pay.  The camper was sitting up there for 3 months with nothing getting done. When we had a camping trip, we drove up to pick the camper up. One of there guys told us that the light repair could been repair in a hour not 3 months.   When it comes to the flooring, both parties can take the blame. No one told us to take the food out. We thought they would fix it that day. When I went to Check on the camper, the power switch to the battery was off. So that said, the food in the refrigerator and freezer was rooten, the juice had leak out causing damage the the wood trim. I got a trash bag and clean the rooten food out of the fridge. I also clean up all the liquids from the food that were on the floor too. I talk to the GM, he said he would take care of the wood replacement. I got a email from there warranty manager, saying that they  weren't going to pay for the wood,  he was nasty about it. When I got that email, that put a bad taste in my mouth.     The communication with this company is poor. I kept on calling them to check on the progress of the camper. They would always tell me that it would be in a week. So basically they lie, about it being in the shop.I just want everything to be resolve, tire of the hassle.   Regards, Complaint ID: 17812978    

  

  Business response

  12/06/2022

  In response to complaints as we understand contained in the filing with BBB / Summary of Service / Repairs
  

  Mr. ****,

  
  Based on the related documentation, Mr. **** (you) were provided with an estimate of 357.88 for the replacement of the awning lighting which had been determined to be inoperable.  This estimate was adjusted to include a discounted labor rate for a total price of 282.88 for materials and labor to install. You were advised of the parts order of 3 weeks, estimated total for the repair and the discounted estimate. You declined the estimate, the parts were not ordered, the work was not scheduled.  If you are interested in having the parts ordered and the work completed, please contact our service department for appointment scheduling.

  
  Again, perishable items left in refrigeration units by customers when they drop off their units are not the responsibility of Delmarva RV Center.  Damages caused by leaving perishables in the unit, are also not the responsibility of Delmarva RV Center.  In addition, these items and or related damages are not covered by any warranty.  You were provided with an estimate from our service department for repairs to the flooring and trim, of around $500.00 based on labor and materials, however declined to have the work completed.  If you are interested in having the parts ordered and the work completed, please contact our service department for appointment scheduling.

  
  You have stated during the time the unit was at Delmarva RV for service “nothing was done”.  According to our review of the work order on file the awning lighting was inspected and determined inoperable, your unit was checked for all recalls, inspection, and repair of nail-pops at the fireplace and rear bunk per your request, diagnose and repair of slide, and a breakaway recall completed.   In addition, due to the foul odor of the unit, Delmarva RV utilized an Ozone Machine, an electronic odor eliminator machine that pulls in the air within closed spaces and passes it through carbon filters to trap malodors and then send fresh air back into the space, over multiple days at no charge.   We can provide you with an additional copy of your work order listing the completed work if you need this for your records.

  
  After careful review of the sales and service folders the position of Delmarva RV Center Inc. remains the same.  We have done our due diligence to accommodate requests and resolve any outstanding claims made by the customer. Estimates have been provided with discounted estimates for the parts and labor for the replacement of the lights as well as repair to the flooring and trim but customer until this point has declined.  The customer has not contacted our service department to discuss the estimates or scheduling of the work.  If the customer is interested in a resolution which includes having the parts ordered and the work completed, he can contact our service department or Operations Manager, **** *****, for appointment scheduling.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a Kz Venom 2017 on June 17, 2022. Price total was 76,617.94. We picked it up on this day and was supposed to be given a tour to make sure everything worked. The gentleman assigned was fairly new and when issues came about the other service gentleman kept telling the employee he needs to learn how to do the job and would walk away. In the middle of the tour another purchaser came in buying a new one and both of the gentlemen disappeared and then we saw them both over there doing their tour while leaving us with lots of questions. Then we was called inside for paperwork to be signed. We did let the fiancé guy know we still don’t know how things work and even specific things. He said could finish when we was done there. When we went back out they were still with the same folks buying a grand momentum. We never did get help and it was 5:00 pm after being there 6 hours and 95 degrees we ended up leaving not knowing a lot on the camper. It was a consignment we found out during signing paperwork. The refrigerator doesn’t work properly and the hot water heater says fault on the screens where turned on. We called while on vacation talked to **** who tried walking us over phone simple things but nothing worked. Vacation was just two weeks later, July 3 thru 10th. We lost a lot of food and first part of vacation due to the refrigerator problems. We dropped it back off day after vacation July 11 to rob who is the general manager. Have called atleast 6 times to check on status and keep getting asked to leave a message and never get a response. Called to *** on 8/23 said would check with Jeff. Dean called 8/29. Dates before unknown but can get them. Nothing was disclosed wrong with the camper and was told an inspection was done upon receiving but can’t be true. These are two major components.

  

  Business response

  08/30/2022

  We at Delmarva RV Center are very apologetic for the failure of the components and are working through various suppliers to draw this to closure. In the current state of the industry there are some parts and items that are profoundly delayed or have very limited availability. As a result, there are certain repairs that are taking much longer than any of us would like. We will continue to work through this and attempt to get the coach returned in working order as soon as possible.

  Customer response

  09/10/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  I had taken the camper back within the 30 day time frame of purchasing and I feel I shouldn’t have had to pay $100 deductible full. DelmarvaRVCenter was under contract where they were responsible for half repair cost if within the 30 day point of purchase. Second I called over 6 times and never had gotten a return call as follow up to waiting on parts. A gentlemen called **** beginning of September and stated he ran across our camper in inventory and inquired about why it was there and found it was ours for repairs. Once that happened it was done in less than two weeks so I don’t feel parts were the issue. The fridge had two components bad and I feel that definitely signings it wasn’t working under electric when we picked it up. We used it two weeks later for first time and immediately had issues. We were also informed when we picked it up needs a battery now also as can’t even get hardly enough voltage to get slide outs in and this was sn issue we stated also when dropped it back off to the general manager and it was never addressed either. So now we also have to buy a battery. I would like to be reimbursed for the $100 deductible as technically if I didn’t have warranty I purchased when I bought camper than rv center would have to pay 1/2 of the total which is more than$100. So technically they didn’t have any out of pocket cost as it is right now which is not they way supposed to be in the buying contract they are responsible for 1/2 within the 30 days. The battery should have also been tested in their pre inspection too before we bought it and wasn’t. 
  
  
  
  Regards,

  Complaint ID: 17790344

   

   

   

  

  Business response

  10/31/2022

  Our sincerest apologies if you feel your experience during the RV Schooling appointment was a disappointment. During the summer months of 2022 we did have a considerable amount of turnover in staffing. Training inexperienced staff members, challenging as it may be, is not a justification for any customer to feel their experience was less than educational and informative.Inspections are performed for all units upon arrival to our location prior to being available for purchase. To the best of our knowledge both appliances were in working condition at the time you purchased, inspected, and picked up your unit.  When the unit was brought to us for a service appointment, we tested both the refrigerator and water heater. The refrigerator had a control board electrical related failure. The main control panel was order and replaced. This part had an estimated 4-week delivery time. As for the water heater, the switch in the water heater compartment was in the OFF position.  Once our tech switched the water heater on, it was tested and passed as "In working condition". After careful review of the sales and service folders the position of Delmarva RV Center Inc. is we have done our due diligence and our hope is you are happy with your purchase.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When we bought our travel trailer we did a final walk through after to take pictures and noticed a soft spot in the floor of the bedroom. Our sales person, ****, told us he thought a window was left open and it was an old "accident" that damaged the floor. He also said he used a moisture reader and determined there was no new water. We left confident we could fix the issue. When the trailer was delivered, we noticed marker lights out, which we need to replace. The trailer also did not hold the paperwork we were told would be inside. Nor did it have a temp tag, which should have been included. The first time it rained, the basement storage took on water. The second time it rained, it took on more. The floors got softer. You can't tell me that camper didn't have moisture in it when they did the readings. We uninstalled the window, and found dry wood- not a window leak. After lots more work and experimentation we realized that all 3 doors to the understorage we're leaking. We called back and the General Manager ***, told us that they'd send us new gasket and the temp tag that should have been mailed out. When the original certified mail finally arrived, it included the receipt and the title- no tag. We called back and left a message because *** was never available to speak. Still no tag. Two weeks ago by- no tag. Two weeks and still no gasket. Camper still taking on water. Today, I spoke with a ***. *** told us the temp tags get printed and we should have had it on day one. He'd send one out. HOWEVER as far as the leak goes- we bought the camper as is. I explained the "as is" he speaks of was based on the word of **** who told us there were no active leaks. When I suggested a partial refund to cover the work we are doing to fix the leak and the damage incurred to the trailer he said I was "holding him ransom". That if he didn't pay I'd spread negative info. He refused to pay "ransom money". I said I'm asking for good customer service.

  

  Business response

  07/05/2022

  There is alot of intermingling conversations mentioned, amongst several parties which does lead to some confusion. We will try to address the pertinent elements of the complaint the best we are able. The fundamental aspect of the purchase is that the camper was purchased as-is, with no warranties expressed or implied. There was ample opportunity for the complainant to thoroughly inspect the unit prior to purchase. During the walkthrough it was discovered the floor had some soft spots, and the complainant had elected to proceed with the purchase of the unit. As a gesture of good will, it was offered to send new compartment door seals to potentially address a perceived leak. The complainant was asked to provide the measurement of the door seals so adequate materials could be sent, as of this time the measurement has not been provided. The complainant did convey that they are well connected in the local community, and stated that if monetary compensation was not provided, the complainant would attack the company via social media channels and word of mouth. 

  Customer response

  07/07/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  We called back to the business and told **** the measurement for the stripping the day after the information was requested weeks ago. She said she would leave a note on ***'s desk because *** was not available to talk, he was on the floor with a customer. **** also told us on this date that she would send us the temp tag, title, and receipt via certified mail. We only received the receipt and title in that delivery. We also provided the measurement to the gentleman we spoke with this past week, which prompted my complaint to the BBB. We received the temp tag finally the next day following that conversation, but no stripping although the gentleman on the phone (***?) said he'd get it right in the mail and that was all he was willing to do to make the situation right. I did tell him that we were well connected in the camping community. However, I stated that I would be making my friends aware of our issues with poor customer service with the company and that probably wouldn't help their business from our friends. He responded "So you're holding me ransom? I don't pay out ransom requests". I never mentioned social media, but I did post a very honest post on my personal facebook page. I tried to comment on posts on their facebook page about their great business but those comments were removed and my ability to comment was turned off immediately. My account on my facebook page is exactly the same as the complaint filed here. Nothing untrue. So I'm sure that's why he's claiming it was said in our conversation. As far as the walkthrough- we had already paid when we found the spot (it was hidden in the very back corner of the room). The sales person Alex told us that the damage was old, possibly due to a window being left open during a camping trip. We did purchase the unit "as-is" under the guidance of the salesperson who stated that "There is no active leaking. I've checked everything. The moisture reader is reading at 0. Again, the window must have been left open." 

   

  The only monetary compensation we've requested is to cover the cost of the damage/fix the floor and doors of the under-storage compartments. 

   

  The entire time I was speaking with ***(?) during our last conversation he continuously tried to twist my words and make me sound horrible. Just like calling my request for money to fix the camper "ransom". The conversation got very heated and I will admit I was very loud with this person but consistent in my message that I wasn't asking for anything outside of reasonable customer service granted the fact that we were flat out lied to. 

   

  In viewing other complaints on the BBB website, it looks like my experience is not unique. Others have described similar misrepresentation in their sales and service. 

   

  The total sale of the travel trailer was $13215. The sticker price of the trailer was $12471. This includes a $499 "administration fee" and this is what we get for it. In their Seaford location they have a large sign on the door of the service bay that says labor fees are somewhere around $150/hour (we don't remember the exact amount). My husband and I feel that a partial refund of $500 would fairly compensate us for the amount of time spent trying to fix the leaks, supplies to fix the leaks on three doors, the damaged flooring, replacing 2 marker lights that were out upon arrival, and the time we've spent going back and forth on the phone to even accomplish something simple like get the temp tags we should have gotten immediately (they were able to print them and have it here the next day when they wanted to, while we waited from the purchase date of April 29, 2022 to when the temp tag arrived on July 2, 2022) and multiple phone calls about stripping to fix the doors. I also feel that we should be compensated monetarily for lost time camping. We planned to camp quickly after purchase which is why we purchased when we did (early in the season), but have not been able to because of the lack of tags, the inability to transport the camper for an inspection and registration, and having to fix 3 leaks and flooring and lights before going. 

   

   

  
  
  Regards,

  Complaint ID: 17509813

   

   

   

  

  Business response

  07/26/2022

  By the complainant's own admission, the camper was purchased - as is. We will honor our verbal commitment to send the compartment door seals and that would be the extent of any items provided gratis. As stated, the measurement and total length of seal is what was required and thus presented the delay in it being sent or received. Delmarva RV will send the seals to the complainant and try to ensure there is sufficient length to reseal the compartment doors.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Would like money back on our brand new 2022 forest river tracerII camper by prime time or a replacement of exact unit because the camper leaks water at the slide out and pours in flooding the floor and I have been trying to get them to fix it since it was bought new , its been 4 months and it still leaks and they have only looked at it twice we bought it 8-13-2021and have not been able to use it to this day 11-29-2021 The slide is out of alignment and top flange that goes against seal is bent. the camper needs to be sent back to the manufacture, I have been back there numerous times and calling steve the service manager and spoke to rob the general manager at Delmarva rv in Milford Delaware and they have given me another appointment for 1-23-2022 . they still do not know what is wrong with it. ******* the service manager has ordered parts 3 times and he has never seen the camper , just the pics and at first ******* said there was no leaks by looking at the pics and not the camper . when i raised cane ******* said it was the blade seals and ordered the wrong parts , when i took it down to them on a Saturday on 10-2-2021 it sat all day and never touched it saying that the tech did not feel comfortable working on it. they gave me another date 3 months later and i asked doesn't mine get priority since i bought it on august 13 2021 and rob the general manager said no. they still have not even diagnosed the complete unit yet 100% i take it in 1-23-2022 just for the diagnoses then wait for more parts and will be another 3 or 4 months NOW THE TRAILER WILL BE 6 MONTHS OLD AND IT STILL LEAKS, PLEASE HELP ME I PAID 25,OOO CASH FOR A LEMON THAT THEY WILL NOT FIX. just think what it is like to buy a brand new camper and cannot use it i HAVE CALLED NUMEROUS FORREST RIVER WARRANTY REPAIR CENTERS AND WILL NOT WORK ON IT IF IT WASNT BOUGHT THERE the company forest river have been nice to me but has no control over rv place to fix it

  

  Business response

  11/30/2021

  We are well aware of Mr. *****'s concerns and have scheduled the unit in for service. In addition, we have offered to bring in the coach prior if there are any cancellations. There is a severe backlog in service currently and we are working diligently to tend to any and all customers. We unfortunately must adhere to the schedule in place, as many individuals have been patiently waiting for service. For the record, we do not perform service on Saturdays and there are no service personnel on the premises, so we do not understand the basis of the statement. 

  Customer response

  11/30/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  response to the comments from the dealer.

  
  

  This is a brand-new camper bought 8-13-2021,have only been able to use it once. first issue when we got it no hot water,  it was a thermal fuse that was defective i went back a few days later to see if they would replace it for nothing .  no, they wanted 28.00. we went camping after we got it and it .rained , floor buy the slide out was flooded with water with the slide in .  long story short , would u like to buy a auto new and not be able to use it for 6 months or more . or anything being new and have the same thing not being able to use it . refer door would not latch they finally fixed that.   

  
  

  Forrest river said that they should look at it in a decent amount of time and see if the dealer needs to send it back.  dealer said they have never sent one back , just keep replacing parts i guess till the warranty run out. if there is a big back log, they should have said that before the sale, after u buy it everything changes , they should prioritize the ones that had a problem from the get go instead of pushing u back and putting the rvs in front of mine that were bought after i bought mine to date. 

  by the way i had it there on a Saturday   i had a witness with me both times and a friend stopped in after he saw my vehicle there when i was picking it up and we chattedfor awhile  about what they had done to me and had no tech that was qualified after i brought  the unit in  at 9;00 am  waited to tell me at 200 pm .   wanted me to leave it i said no way they have had campers stolen and ransacked as there is no fence around it. come my appt in January they are supposed to reevaluate it and probable order more parts and they already told me that i would be lucky to be put on the schedule at least in April the earliest because it's what they are booking at now.  I got a second opinion and that is where i found out that the top rail is bent and the slide out is out of alignment.    but i have to take it back to where i bought it.     

  
  

  when i get a response from the dealer it will all be denied   by  the way of big words and excuses it is really ashamed to be trated like this when u spend 26000 of hard earnings to have this problem . yours truly 

  
  
  
  Regards,

  Complaint ID: 16181508

   

   

   

  

  Business response

  12/03/2021

  There have been several conversations at the dealership or via phone, that are consistent with this complaint - flush with conjecture and non-truths. We will address the concerns on the date of the service appointment, there has never been any unwillingness demonstrated in performing the repairs. Despite numerous threats of social media attacks and other available means to inflict damage upon Delmarva RV Center, we will stay the course and address the items. Of course in adherence to the scheduled appointment. 

*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. ↩