ComplaintsforGiant Recreation World

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failure to stand behind and honor extended warranty, major misrepresented on extended warranty and service. And not complying with extended warrantys. Very extremely frustrating on time frame and communication between us the customer and ins . Company

  

  Business response

  02/21/2024

  Giant Recreation World of ******** has done all they could in an effort to get any of the insurance companies or manufacturers to contribute in the necessary repairs listed on the estimate we provided. All insurance agencies have denied the claim. Please see my last correspondence with the customer below.

   

  Customer emailed me 2/20/****** sir thank you for your response back we do appreciate it and your time .
  But however we are having a very serious problem with the dealer ship in ******** , currently we have our unit there for warranty purposes and getting a very bad experience and run around. We did buy our unit in ******* location but it was easier for us to take it to ******** location and its been a very horrible experience so far with any repairs or complications on a Timely basis, we bought the extra warrantys and everything! And getting very disappointing and discussing on how we are being treated. I hate going to the top but feel this is our only option now unless we seek legal advice and help as a failure to keep the contract binding as we did on our end so far by keeping our maintenance contract each year done . Its been since October since we left our unit on site in ******** , we just want our warranty work to be performed and I can bring our unit back home . 
  Thank you for your time and anything you can do for us.

   

  My response-2/20/24-I am including both ** and my brother *** in this email since they would be better able to help if they can.There are good notes written on the open work order with the biggest issue being the floor damage caused by water intrusion. It looked like this was submitted to your insurance company, but it was denied by them. Water intrusion is not covered by the extended service contract or warranty forever either. The last notation I saw was where they were going to reach out to you to further discuss what action you would like to take since the bill would be a customer to pay status. Things should not have taken so long but I am sure the team there has been doing what they can to run it through the process to try to get the manufacturer to chip in. The Forest River warranty lapsed in December of 2020 so I believe that was a severe long shot in of itself. 

   

  The customers response 2/20/24-Yes sir . That is correct on what theyve said about the floor as far as we truly know, and yes we sent to ins . Company for what we have added on our end thru Formost ins . Yes they denied it of course. We did tell them to just get the dishwasher fixed and refrigerator looked at and fixed if needed and was having issues with the acs working on the unit one is working fine but the other one isnt . Which is covered on our extended warranty. We told ****** all this and stills seems to not get it together? Also just responded again to him today on the same thing ? We just want to extended warranty plan to cover whatever its supposed to do and we can get our unit back and move forward on what we need to do on our property. We was going to have them do the seals on unit but told him no we wasnt going to do to we can not have any trust in this with them at this point . 
  Thank you ,

  Believe me I dont want to waste your time our more of mine and stress , just trying to get the right thing done and move on , we are business owners ourselves and just want to have things done,thats why I wanted to connect with you first cause nothing else seems to be working. 

  Email to customer by ***, Service Director-2/21/24-   In speaking with CJ this morning and a couple weeks ago when the client filed his first complaint nothing has changed. All avenues for someone to cover this for this client have been exhausted. The insurance company even denied it. I would guess because they didnt have coverage for water damages. According to ** we have asked for approval from the customer to repair and have not gotten one. I instructed ** to contact the customer and try again for an approval and if we dont get one we need the ** picked up. I did approve ** to let it go without any estimate charges but I will not authorize this repair at GRWs expense.

  Internal email from ************** 2/21-We have emailed about this customer before when they opened a ******************** case earlier this month. The customer has never been to this location before and from what I can see the last time they were at any location was ***** of 21, so if they are doing any maintenance , like the email below says, it is not being done at a GRW. The water damage has been denied by their extended warranty and insurance company, when this has been brought up with the customer they never give a proper response of how they want to proceed, they just bring up other things (in the email I just saw from you seems like they do not want to do anything with that, but they have never told us that on the multiple times we have brought this up). The ** issue has not been addressed yet because of the condition of the roof (the insurance claim that is denied), it is not safe for the tech to be on, and this has been told to the customer multiple times. I will personally recheck the fridge, but we have not found an issue and this has been told to the customer, the dishwasher should have a part on order for it. I did reach out this morning to discuss how to proceed with the customer,the cell phone had no answer, which I believe is the person below emailing. I called the other number on file, spoke to a *************** and she said while the coach is in her name the below email person is who uses it and has been in communication with, he is currently in some surgery (which is strange because I just saw he responded to **** email) and she will let him know I reached out when he is available in the next couple of days. I will discuss all this again with the customer when he calls me back when his surgery is done.

  This is all the information I have to date and as you can see, we have been in communication with the customer through the entire process. We have invested hours of time in creating the repair estimate, etc. but because no warranty or insurance carrier will approve the repairs, it falls on the customers. We are awaiting their input on how we should proceed. 

   

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Weve had this RV for service under the warranty agreement and have had problems that should have been discovered and/or repaired by them. Currently theyve had ****** for almost a year. We received an estimate on a repair that we consented to and now they are claiming the scope of work has changed and will cost more. This is completely unacceptable. We have had this RV in for every warranty service and paid for any repairs they suggested. They need to make the repairs we agreed upon for the estimate we agreed upon. We also need to address the very first floor issue we had because this too should have been covered under the agreement for warranty servicing.

  

  Business response

  01/31/2024

  I apologize for the lateness of this response but our service team at Giant Recreation World of ******** has been trying to reach this customer to work towards a solution so I have been waiting to reply. We have left voicemail messages; sent emails and texts I believe. They are not responding but as the result of their request we decided to honor the original estimate and since the work has been completed. We still have not been able to reach them to inform them of the good news. 

  Customer response

  01/31/2024

  Thank you for your assistance. I have not received any voicemails, emails or other correspondence from the business, however, we will be responding through the system provided by the BBB. 

  Customer response

  02/01/2024

   
  Complaint: 21155330
  
  I am rejecting this response because:  
  Thank you for your assistance. I have not received any voicemails, emails or other correspondence from the business, however, we will be responding through the system provided by the BBB. 
  
  Sincerely,
  
  ***************************

  

  Business response

  02/21/2024

  The customer is correct about the phone messages. We have an improper phone number and we found out about it when the customer who owned the phone we were leaving messages on call us to let us know. Even the phone number supplied to the BBB is incomplete.

  Attached is a recap showing we were able to communicate via emails, however. 

  2/1/24-My internal email to the team-Here is their response to my response. Are you sure that we left messages and voice mails? Do we have the correct contact information? Can you send me proof of our attempts? 

  2/1/24-**'s reply to my email and attachment above.-Attaching copies of the emails sent to customer. You can see he has been corresponding by email since nov 6th, and has stopped responding after 1/16 when I was trying to reach him and discuss his situation with him. I did receive a phone call from the number we were calling saying that it was not the correct number. The number the customer provided on the ******************** if you look at it, it is not a complete number so we did have to give up by phone, but we were communicating with him how they have been communicating with us the entire time, they just have gone dark ever since then.

  2/1/24-Service Advisor emailed customer-
  Hello,
  
  All repairs are completed. When can I schedule you for pickup?

  2/1/24-Customer response-As soon as I talk to my lawyer. This whole experience has been horrificdating back to the original issue that should have been covered under your BS lifetime guarantee. Talk to ***. Youve had the trailer for the better part of a year. I have phone records, text records and email records that prove your response to the BBB are lies! Even my last response to your text on the repairs went unanswered!
  The last text/email received from you offered to split the cost of pulling the slides to complete the installation of the seals. Now youre telling them that you want to honor the original estimate!! I have no record, text, email, voicemail the substantiates your offer!  Im more than willing to share ALL my phone, email and text messages with the BBB and the courts. You have lied about your efforts to contact us. I have the paper trail! 
  Ill schedule a pick up once this is all resolved in court or otherwise. Youve had the trailer for a year whats a few more months! 

  Then with more internal discussions condensed below-The last text/email received from you offered to split the cost of pulling the slides to complete the installation of the seals. Now youre telling them that you want to honor the original estimate!! I have no record, text, email, voicemail the substantiates your offer!
  
  Customer was saying he had no email from us saying we were going to honor the original price and now we are reaching out to him saying it is completed, so how is that so? Which he is correct he did not get an email from us saying we were going to take care of it for the original price, because my email to him to discuss the situation once I was involved went unanswered,so I made the decision to get it done to the original price.  I attached my email in the attachment in the last email showing us trying to communicate with the customer the way he has been communicating with us all along and had been responding to us until they made this complaint to the BBB. The email even asks him to call us because the number we had on file was wrong, and we found this out by that person finally calling us back and saying that was not them and to stop calling them, lol.
  
  As far as for how it was here its tough to say without specifically being involved from what I can gather the ro is opened 5/24, we have an estimate made on 7/14, then email to the customer on 7/21 asking if he received the estimate (which he responded to). This is then around the time that I took *** off of insurance and put ****** on it, from that time on there are a lot of notes from ****** on the ro. Copying below
  
  8/7/23 - JC - SENT MESSAGE OFF TO CUSTOMER REQUESTING INSURANCE INFORMATION - RO IN MY DESK
  9/20/23 - JC - ESTIMATE SUBMITTED
  9/26/23 - ************** DENIED THE REPAIRS - FORWARDED EMAIL TO CUSTOMER
  10/5/23 - JC - CUSTOMER SENT EMAIL 10/2 REQUESTING ESTIMATE FOR SEAL ON SLIDE - ITS 8 HOURS TO RESEAL WITH SEALANT - ASKED IF HE IS ALSO ASKING ABOUT THE ACTUAL BULB AND SWEEP SEALS AS WELL
  10/20/23 - JC - DISPATCHED TO TY
  10/24/23 - JC - ESTIMATE COMPLETE JUST WAITING ON PART AVAILABILITY FROM ********
  11/6/23 - JC - SENT OFF ESTIMATE FOR RESEALING THE **** TO CUSTOMER VIA EMAIL
  11/14/23 - JC - SENT FOLLOW UP EMAIL TO **************** -CUSTOMER APPROVED ORDERING PARTS - GAVE CARD TO ****** TO COLLECT DEPOSIT AND ORDER
  spoke with ****** about this, he said it is currently in *** bay being worked on 1/12 cj
  called customer, no answer, left vm 1/17 cj
  sent customer email since no response from vm 1/18 cj
  email sent to customer stating unit had been completed under the orignal estimat 1/30 jc
  follow up email sent to customer since no response from previous emails, phone number is wrong on file and wrong in email sent from bbb, can not contact customer this way, had been receiving communications through email from customer up until recently when they stopped responding 1/31 cj
  
  I guess long story short. Got an estimate together, sent to customer, then sent to insurance company, denied by insurance, re got with customer to see what they wanted to do after insurance was denied, parts on order, then got back into shop, which then took us into when I got involved with the extra time being requested.

  2/21/24: The customer will not respond to our direct emails which makes communication difficult. Their unit was completed per the authorized repair estimate at the original cost amount. It needs to be paid for and picked up. By not doing so, the customer could incur a daily storage charge, but that is not our goal. We decided to honor the original estimate because we agree that it took too long for the items to be completed. 

   

   

   

  Customer response

  03/02/2024

  I tried to discuss the issue with Giant Recreation World and at this point I give up.  Ill need an attorney to deal with this and I doubt that will resolve the issue since they are being difficult to work with.  Its sad since we did everything we could to keep our trailer in good condition and spent a lot of money on warranty work, only to have a trailer that is now in unusable shape.  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new RV from them and brought a new jeep Cherokee to be connected to tow. They did not install the invisible brake system correctly and it had to go to the Jeep dealer because they damaged the brake booster. And they installed a tow charger, which has never worked every time I drive three or four hours my jeep battery is dead, I had to buy a new jeep battery and had to get a jumpstart three or four times. The tow charger had a warning that it was a fire hazard to install without the circuit breaker and 12 gauge dual conductor wire.

  

  Business response

  12/15/2023

  I followed up with our service team there at Giant Recreation World of ************* again. I also referred to your voice mail that you left me in June. Just like then, we offered to have you come in and let us check things out for you. My records don't show that as ever happening. We installed the tow bar on your Jeep per work order# ***** dated January 22, 2020. This included a charge line from your motorhome to your towed vehicle. Without allowing us to inspect it, especially after all this time it is hard for me to approve any type of refund. Plus, we have several work orders dated in 2022 on file that doesn't show any issues with the tow bar or charge line. ******************* our Service Manager has personally called you a couple times to explain exactly what we did and how it is done, including providing you with the website of the company that manufacturers the device we installed so you can get it right from the horse's mouth. Whomever told you that you didn't need a charge line was incorrect. This device we installed lowers the flow of current to the towed vehicle so that the brake system doesn't deplete your towed cars battery. It also prevents any back flow from damaging your motor home wiring from the towed vehicle. This lower current does not require that high of a wire gauge as you allege in your complaint. I promise that if there is something amiss after we inspect it, you will not pay a cent. CEO *****

  Customer response

  12/19/2023

  Step two on the tow charger states that a ******************************************* a fire hazard will resolved. They did not install the 15 amp circuit breaker or the separate line 12 gauge to charge the battery. I sent you a picture of a tow charger requirements. 

  Customer response

  01/09/2024

  Step two on the tow charger states that a ******************************************* a fire hazard will resolved. They did not install the 15 amp circuit breaker or the separate line 12 gauge to charge the battery. I sent you a picture of a tow charger requirements. 

  

  Business response

  01/17/2024

  We are going to officially reject this request once again as it is not rational to expect for us to refund any monies after 3 years of time gone by without giving us the opportunity to inspect the validity of your claim. Lastly you have been to our facilities several times since this work was done, and there was never an issue about the installation brought up to us. If you have already paid for the item's, you are pointing out performed by another repair facility, simply send me a copy of that paid work order with an explanation and I will reimburse you for that cost. If you have not, then you must bring in your Jeep for inspection where we will either complete the necessary repairs at no charge to you or authorize and pay for another repair facility to perform the necessary work. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a new motor home from this business and have been trying to get warranty work done since our purchase in may of 2023, we get nothing but run around and empty promises, was told 3to 4 weeks waiting in October and on November 17 was told 4to 6 more weeks

  

  Business response

  11/28/2023

  Sorry for the lateness of this response but I was away for the Holidays. Upon investigating your history, I noticed there were excellent note's and also you were communicated with the whole time. I know it is not what you want to hear but coming in with no appointment doesn't speed up the process at all. We can triage, do emergency services but other than that we have to schedule the work. CEO Larry

  I asked for more details from our Service Manager there at our Giant Recreation World of Palm Bay location and here is what I was informed of.

  Customer came in May and we ran into the same situation last time. They did not have an appointment, they voiced their displeasure to our Service Director Joe, and he told me to have them come in and see me, I would take pictures of their body concerns and send them to Rev group for approval, that is the Manufacturer who built the rig. The problem was the customer was leaving for Michigan in 9 days after they came in and saw me, so the plan was to just get photos, get authorization and then give the authorization to the customer to have it done in Michigan. We even have texts to and from the customer on 6/30 saying they had an appointment back in Michigan for the work. Gave customer the approval numbers when I got them. Honestly did not think of it ever again because of the previous conversation with the customer. Then all of sudden customer shows up here 6 months later with no appointment and expects us to drop everything to get him in. We explained that we have appointments booked out for over 2 months currently and we would not be able to complete all of the work requested. We took the coach in because one of his complaints was AC work, but he was told we have no idea how long it will take, and body shop stuff is for sure not going to happen this visit. Customer came to pick up once we were done with the AC, and they were told they are put on our body shop board and will be called when it is there turn in the queue. Spoke to the customer several times because he is upset about this, told him our last conversation was you were having the work done elsewhere plus you had no appointment here. We are not turning him away for the work, he just has to wait until it is his turn. Told him it was tough to give him an exact time frame because jobs don't all go as planned and turn into something more, emergency stuff does come up as well, techs call in sick, just told him he is on our queue board, and we take them in the order they came in, hopefully they are able to wait so we can get it all done this time* **

   

   

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an rv in February. Used the rv one time and realized the rv had multiple issues, including leakage in room, ac in master bedroom not working, stove and oven not working and several other issues. Brought the rv up for service in June and have yet to get our rv back. It’s been 2.5 months and everytime I called up there, I have been told they are ordering the parts or working on it. Today, I called for a status and asked to speak to manager to be told the same exact story as a few weeks ago. We missed out on an entire summer break with our kids rv’ing which is why we bought it.

  

  Business response

  09/13/2023

  Upon my follow up with the Service Manager of our Ormond Beach location I found out that he reached out to you personally and then said that the unit was completed, and the work was QC'ed by him as well. My records showed a few issues in our process that may have contributed to the time it took to get your rig completed. One was receiving of parts, the other was that there was more than one service advisor involved in your repairs and that always causes confusion. Please let me know if there are any other issues still pending if you would. You can email me directly with any items that are still pending. Larry@grwrv.com. Our goal is to get you camping in your rig and hopefully we are back on track with that. Being your unit is a titled vehicle and you purchased it brand new, refunding your money is impossible as it has been titled to you and is now considered a used unit to whomever we would sell it to if such occurred. 

  Customer response

  09/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I spoke with your service manager last week who advised the rv was still being worked on. Today I received an email it was ready for pick up. An apology for having our rig for three months would be appreciated. I also would appreciate a refund for the three months we paid payments for the RV and couldn’t use it, because it was in your care, custody and control. 

  Sincerely,
  
  **** *****

  

  Business response

  09/22/2023

  I had further communication with our team there at Giant Recreation World of Ormond Beach and found out that we were in part the cause of the delayed repair time. I also wanted to formally apologize for the setback which could have been avoided mostly. Parts orders do take some time to receive, some longer than others but like you were told we did drop the ball somewhat and caused a delay. For that I am going to authorize a refund of 3 months of payments to you that you were forced to pay while not being able to enjoy the camper. I hope you accept this as we really only added about a month to a month and a half to the time it took but your request was not unreasonable. CEO Larry

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 26,2023 I took my Roadtrek class b RV in the repair shop. I ask them to look at the generator and the refrigerator. I waited two weeks before calling they said I needed a new electrical cord 130.00, to repair the refrigerator it was 131.00, they said my hot water heater was leaking it would be 105.00 and the generator they could not get the parts because it was to old. I agreed for a new generator at 4,400.00 plus shipping. I told service writer with the new muffler I wanted one that was an actual muffler not just a straight pipe like the old one and he said ok. I wanted the old generator because my brother wanted it. I went down to pick it up, I spoke to the service writer and the technician. They gave me the old generator plus the wires plus the muffler neither one said anything about needing any of the old parts for the new generator. I went back to the shop a week and half later to find out the status of the repair and the service writer asked about the old generator but never mentioned they needed any of the old parts of the old generator. He the technician was at lunch he would call me later in the day. Service writer never called. I called the next week, the service writer said my old hot water could be fixed. I agreed to a new hot water heater 678.00 plus three hours labor total cost of about 1,000.00. He said it take two days to get it in middle of the next week everything would be done. I called the end of the next week they everything was done except they were waiting on a new muffler. I called at the end of the next week and they told me that the hot water heater had not been installed yet. And the service writer got mad that I had called him. He said when it is done I will call you. Well that was two ago. The service writer has only called me twice May 26 and both times it was to ask about batteries. My question is in two weeks how long does it take to do a three hour job?

  

  Business response

  08/09/2023

  I am sorry that you are forced to broadcast this message through the BBB. Upon following up with the service team there at our Giant Recreation World of Ormond Beach I was happy know that our service manager there had already reached out to you and set up a meeting for this Friday. I was told that the service advisor that was administering your work is no longer here and that always causes problems. Basically, each service advisor who writes up a work order is also responsible for dispatching the work order to a tech and then following up with the progress and communicating with their customer. When they leave giving no notice, then we are left to react. On behalf of the crew and I, we apologize and now that Chris has taken the reins, I am sure that your coach will be completed soon and that you will be properly communicated with along the way. CEO Larry

  Customer response

  08/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express our disappointment and frustration with the delay in repairing our RV, which has been in GRW possession since March 4th of this year. As per our original agreement, we expected to have our Travel Trailer back in one month. However, it has been much longer than that. Our RV is not only our means of transportation, but also our home, and the delays in the repair process have caused significant inconvenience and disruption to our lives Despite multiple follow-ups and assurances that the repairs would be completed, our RV remains in their possession and the repairs have not been completed. This has caused us a great deal of stress and anxiety, as we are unable to use our home and have had to make alternative living arrangements. We also request that they provide us with temporary housing or alternative living arrangements until the repairs are completed.

  

  Business response

  05/17/2023

  Upon investigating your history, etc. it became painfully obvious that we did not follow proper procedure initially when we first communicated to you. For some reason, the fact that you folks are living in the rig didn't get brought forward and posted on the work order. Miscommunication is the root of our issues and we work on it every day. If we would have known this, we would have done what we could to accommodate you and inform you of the game plan. Most of the time we would have triaged your rig, ordered necessary parts, taken necessary pictures and submitted any items to the manufacturer for approval and got you back on the road in your RV until the parts are all received, etc. I also learned that it needs to go into our body shop which was 8-weeks out until the first available appointment. I also asked for an update and ETA but I wanted to get this reply on the books sooner rather than later. I have addressed and reiterated our policy and procedures with all the team there at our Giant Recreation World of Palm Bay location and promise that every time I get a negative review or post I will use it to tighten up those processes and remind everyone that there is accountability. Own it when we mess up, and in your case we did. So Sorry, CEO Larry

  

  Business response

  06/02/2023

  I have had many interactions with Chris H**** there at Giant Recreation World of Palm Bay and we have identified some issues that should not have happened. One is the missing items put on the original work order. We require a customer to sign every work order so this doesn't happen. It also takes care of legal ease, etc. and it would appear that you folks were not given the opportunity to sign any work order. Chris was in fact aware of the repairs done by his shop however, just not anything that wasn't noted on the work order. I know he personally walked you folks through the items he QC'ed and also wrote a new work order addressing the other items, some of which were new. We will get though this I promise and I also appreciate you giving CJ a chance to show you how it is supposed to work. I am also informed that he has been in contact with you folks and will continue to do so until all parts are received and we can get it scheduled to complete the work. Invariably there may be some new items to address but we will hit them as we get there. I urge you to send pictures and descriptions of any new items that should arise so that we can get ahead of the game regarding parts and authorizations to curb waiting time.

   

  To address the issue of you folks living in the unit and our team not communicating that fact I would like you to email me a copy of the hotel expenses you incurred due to not having the unit worked on promptly. larry@grwrv.com. I will look at them and will decide on my next step will be. I make no real promises but when we mess up we own it and from it looks like, we may have dropped the ball here. 

   

  Customer response

  06/06/2023

   
  Better Business Bureau:
  To: Mr. Larry. 
  I am writing in response to the ongoing service and repairs being conducted on our RV at the Palm Bay dealership.
  CJ has been diligent in keeping us informed about the progress of our RV's repairs, including updates on parts availability and work orders. CJ’s prompt responses and attention have been appreciated, as it has allowed us to stay informed and involved in the resolution of the issues we previously highlighted.
  In reference to the original work order, we do recall signing it at the beginning. We took the opportunity to outline all the problems and specific details that needed to be addressed with our RV, with the exception of the screen door not fitting properly which we included later. To ensure clarity, we will be taking photographs of the issues and forwarding them to CJ for documentation purposes.
  We would like to extend our sincere appreciation for the actions you have taken to rectify our initial bad experience. Your commitment to turning this situation into a better one is commendable. 
  We have confidence that with CJ's continued assistance and your supervision, our RV will soon be restored to its optimal condition. We look forward to receiving further updates and working together towards a successful resolution.
  Thank you for your attention to our concerns and your commitment to customer satisfaction.
  Sincerely,
  ***** *** ******* ******* 
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an RV in August of 2021. In March of 2022, I noticed the floor was yellowing and tried to contact Giant Recreation World service department for repair. I was unable to reach anyone until June of 2022 and an appointment was scheduled for July of 2022 to look at the flooring. The flooring warranty repair was approved and I was told it would be 6 weeks to receive the materials from Thor. After months of telling me the flooring was ordered, I called Thor and it had not been ordered. In December 2022, the service manager contacted me to let me know they could put in vinyl plank flooring and would trim the edges of the floor since they would not be able to put the flooring under the cabinets like it is done in the factory. In February of 2023 Giant Rec did install the floor but did not install the trim but instead used a dark brown caulk along the edges of the walls and cabinets. When I went to pick it up, the service advisor agreed that the installation did not look professional and went to get the service manager who said he would look into putting the trim on. The service manager then called back to tell me they could only put it on in a few places because of the rounded corner trim in the RV. That was not an option as there would still be areas with the dark brown caulk showing. The warranty repair should have made my camper look the same, if not better than when I bought it. I now have an RV that will have diminished value due to the way the floors now look.

  

  Business response

  03/27/2023

  Unfortunately the pictures were supplied to  the Manufacturer, Thor Industries and they would not approve for us to take any more action. They also relayed that the vinyl floor work we completed was acceptable. It is obviously not acceptable to you which is your reason for posting this BBB Complaint. I wanted to supply you with some information so you can push the issue harder than we can with Thor. It is harder for them to tell the customer no than it is for them to tell us, the dealer. Call 877.855.286. Per Chris who is our new service Manager there at Giant Recreation World of Palm Bay, he was speaking with Steve T*****. The bits where the flooring was never officially ordered was true however. The loss of the previous service Manager at that location obviously caused some of the delay you experienced. We truly apologize for this and please help us to help you if we can. We will do whatever Thor Industries authorizes us to do on your behalf. CEO Larry. 

  Customer response

  03/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have been told since the beginning that trim would be added to the RV and even have texts messages from your employees stating such. The trim should have been done during the first repair and should not have to go to Thor for a new authorization. I tried to contact Thor to speak with the person you mention but he refused to speak to me. Another person at Thor explained that they will not authorize more time for you but that it should have already been done and that Giant Rec should have procured the trim with the flooring and installed it the first time.
  
  Sincerely,
  
  ******* *****

  

  Business response

  04/12/2023

  Our Palm Bay Service Manager, Chris H**** is more than willing to install trim along the perimeter of the flooring where we can but as explained trim can not be installed around the curved style boards at the corners. He was awaiting for you to let us know if you wish for that to be done under those circumstances. It is disheartening that Thor is telling you one thing and us another. Thor officially replied to us after being sent the pictures that the flooring replacement we did for you was within guidelines and we were given the stamp of approval. The factory installs flooring before anything is installed on top of it. Basically the flooring is wall to wall before the motorhome is built on top of it. Dealers or repair centers have to install flooring in between all cabinetry, etc. and it never looks as finished as the day it was done at the factory. Please respond back to Chris there at Giant Recreation World of Palm Bay with an answer stating that you would like us to install trim where we can and we will get the parts ordered and get it scheduled so it can be completed timely. CEO Larry

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a new 2023 Thor Miramar motorcoach from Giant recreation world on November 3, 2022. there were some warranty issues along with newly developed repairs which we have in contact with the service department. Approximately two weeks later we took the motorcoach to them for service and maintenance. Initially we had six issues of which three were resolved early on the service department assured us that some necessary parts were on order and that we would be informed as to when we could come in. The communication from them has been unsatisfactory. When we had attempted to schedule appointments the service department has failed to acknowledge or record our request. We had recently had to aggressively assure them of a scheduled appointment. And were told to "just bring it in as early as possible in the morning". We dropped off the motor home and left it with them in good faith to have it for a full day. At the days end only two service issues were addressed out of ten. The service department is refusing to repair our motorhome in a timely manner as to what had been promised us on the sales purchase.as we are full time RVers the motor home is "home" and we have a timetable running out for completion of repairs. appointments

  

  Business response

  01/26/2023

  I apologize for the problems you are encountering with your new motor home. We are also very aware that you have a timetable and that you are full timers. Unfortunately we are unable to assign more than 1 person to work on your unit as any more will cause them to be in each others way plus we have a full schedule and require all hands on deck every day to fulfill our commitments. We do try to prioritize the list of complaints as best as we can however 1 day is not enough time to address multiple issues. The recent work order that was created contained 19 line items. Of those items 5 were completed including the replacement of a wall panel which took a lot of time.  Upon me following up with the service manager there at Giant Recreation World of Palm Bay, he informed me that our tech worked through lunch but there is only so many hours in the day. There is also a list of ordered items that we are waiting for and just as soon as they are received you will receive a call and we will set up another appointment. You can wait for it and bring it back every day until the unit items are completed if we are not able to complete them in one day. I am confident that we will address all of your concerns before too long depending upon parts being received from our suppliers. Keep the faith and reach out to me at larry@grwrv.com if you need assistance over and above what we are already doing in an effort to get your coach repaired as quickly as possible. I also asked that they do a better job in communicating with you about the status of the parts, etc. One call a week even if the information is not different is not too much to ask. CEO Larry.

  

  Business response

  02/01/2023

  Since your original BBB complaint our new Service Manager has started. My inquiries have also led to better communication which is normally how we operate. The parts were all ordered timely, I have verified this. I believe everything has been received and are waiting to be installed. I tried to verify when your next appointment was scheduled to find out it has not yet been scheduled. I suggest that as soon as your schedule permits, you contact our Palm Bay service department, ask for your service advisor and get an appointment scheduled sooner rather than later. We are still behind and have a full schedule so getting your slot reserved is necessary. We also don't have any problem with you waiting for it as we know you are full timers. I am confident that you will be pleasantly surprised this time. CEO Larry

  Customer response

  02/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased what we thought was a brand new 2023 on 11/27/22 Holiday Rambler in access of 200.000.00 at the time of inspection slide paint damage front end paint damage. We were told all would be fixed and to bring it back on 12/27/22 and we did, on the way home the drivers seat we found wasnt bolted down, the front dashboard popped out the TV's didnt work, couldn't drive over 70mph, steering play was crazy loose and so on. When we brought it back the service writer had no idea of who we were or any of the issues, I called the other day 1/8/23 and work hasnt even started? Ive already made 3 payments and havent been able to use my brand new RV once!

  

  Business response

  01/17/2023

  On behalf of Giant Recreation World of Winter Gardena and I, we apologize for the issues you are having to deal with. It seems that every time we try to deviate from our normal process, things don't work out so well. In your case this is absolutely evident. Although we truly appreciate your business, the timing between your purchase and delivery didn't leave our ******* department time enough to perform a quality pre-delivery inspection. In reviewing your work orders that fact is evident. I am sure that Service informed sales that the 1.5 hours notice prior to the Thanksgiving holiday was not enough time to let them go through their process. Couple that with the fact that we were also closed the day after Thanksgiving, and that caused even more problems. Our ******* department wanting to try to go above and beyond to get it done actually had a tech come in that Friday even though we were closed so they could get the unit delivered to you on Saturday. Also, with the items you identified during your customer show that ********* ******* let sales know that they are booked out until February and that scheduling you to come back in for what Service thought was just those items over the Christmas holiday, 12/23-12/28 would also not be feasible. Everyone was trying to satisfy you however with honesty up front, you should have been told that there is no way we would be able to take care of the items we knew about not to mention the list of items you found before bringing the unit back late December. We normally schedule a shake down appointment at time of delivery 90 days after delivery. This way the unit is scheduled for ******* and we can get right on it when it arrives. So many items in our process were ignored and here we are. As the *** all I can tell you is that we are going to work hard to get your items take of as soon as possible. Some items need to be repaired by **** so we will have to be at the mercy of a **** repair centers schedule. The body shop who will handle the paint work is also booked up but they will try to work it in. Lastly, the ** repair items will be tackled as soon as we have a man free and able to get on it. Hopefully there will be no major issues in getting repair parts, etc. Our goal is to get you back on the road waiting for the parts to be received and then a ******* appointment will be set. Sorry again for the ***** start. *** *****

  Customer response

  01/18/2023

   
  Complaint: 18820472
  
  I am rejecting this response because: I am at the mercy of you and your time frames. You already have my money so now its hurry up and wait....
  
  Sincerely,
  
  ***********************

  

  Business response

  01/26/2023

  Your coach is currently at the **** repair center being worked on. There is nothing we can do until it is completed there other than follow up with them and stay up to date on their progress. They have taken it on a couple test drives in working on the steering and lack of power issues. I also know that *********************** emailed you with a status earlier today so we are communicating with you. He is also ready to get back on it once it returns from **** to take care of the house repairs and the paint work. One other notation is that they "brake engaged" light has yet to come on during the test drives. In essence, we are also waiting but we are not an authorized **** warranty repair center. We actually have a policy against taking customer units to **** for them as we are not the customer. We are still trying to provide you will good customer service however so we took it over there for you. 

*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. ↩