ComplaintsforGeneral RV Center

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 **** ****** 24RW in Feb. 2022, vin - ***************** . I was the first owner. The transaction started on line ,I did not want to travel by plane to purchase a RV. This RV was in ****** Utah . It was driven by a transporter that the General RV in ****** Utah hired to deliver it to *******. The vehicle was damaged in the trip. It was driven through several snow events. I have the bill of lading, and preinspection report. The vehicle was dirty and no pre inspection was done. It was driven to ******* with instructions not to wash it after. I asked Ashland before it left **** , that I wanted to inspect the roof and undercarriage after the trip . I was told by the Operations Manager **** ******* that i coukd do that. On my scheduled pick up day , he then told I would not be able to ,because all bays were filled. I insisted. I was given a mechanics creeper and a 6 foot step ladder. I took pictures of the damage while it was on there lot .and showed them the chips in the paint and the rust and corrosion on body and the undercarriage. I had paid for a $2444 paint protection flim to be applied. We agreed to spray the protection on after the chips were repaired. They asked me to send them a quote for the repair. They would have the work approved then the paint protection would be applied. They refuse to speak to me about the money they owe me and will not return my phone calls. The Sales Manager saw the Damage , **** *******. Thr operations manager saw the damage. **** ******** , the sales they of the damage . And the main Manager, *** ********* knows of the damage and that they owe me $2444.00. I can send you the Bill of Lading and preinspection report. I had a paint specialist look at the coach in ******* in May. Rush Truck in ******* (Collision and Paint ) .A vendor that they use for repairs . They recommended Rush Truck.. After they received his report and cost. They stopped talking to me.

  

  Business response

  10/16/2024

  We are sorry to hear about this customer's experience with their coach.

  I don't see that we have had any contact from this customer since October of 2022. At that time, the customer disclosed that their coach was totaled and the customer was looking for a refund on their extended service contracts. 

  Prior to that I see notes in 2022 where the customer was asking for our Richmond location to complete work on the underbelly of his coach and the store declined to do so. We had the customer in for an appointment to address the three items that we promised to be done and the customer was taking the coach back to the manufacturer factory for the 40+ lines of additional repairs as the customer was concerned with the craftmanship of the coach. The customer was onboard with this plan in April of 2022. 
  

  Based on this information, we won't be providing any refund or cover the cost of repairs. We stand with the store decision on this. 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The GOOD- Thank you to ***** ********* (sales)and ****** ****** ( ***************** of General RV for your assistance in getting our deal done at the Hershey RV show. ****** continues to help us today.The BAD- Purchased NEW rv at show and while doing paperwork they tried to sell us demo at show. They corrected this and found a new?? unit in ********. We were scheduled to pick up on Oct 3rd.On September 27th 11:46AM we received a call (Voicemail) from Elizabethtown parts counter that our part was in?. We called back to see what this was about and was told it was a refrigerator. This was interesting since we bought a NEW RV. They said the phone call was in error and we shouldnt have received it??Continued: ******* at dealership on Oct 8th with a 11:30 appointment confirmed the day earlier. Upon arrival with our trade no one knew we were to get a 5th wheel hitch installed. Interesting? As the day continues we do our walk thru of unit and find a number of issues. Not happy now! One issue was the refrigerator didnt work. ??They issued a work order to have issues repaired. 15 mins go by sitting in waiting room and I go back to unit to see whats going on. I find ****** ******* and ***** ****** and wait, they tell me refrigerator was just replaced and not sure whats wrong. They General ***************** flat out lied to us about the parts call. Now Im livid!!!!!After another hour ****** and Scout ********* of alliance agreed to give us a new unit still being built. Thank you Scout!Then they tried to give us a substandard hitch for our truck and an RV cover where the box had been opened. Another long story!Left dealership with nothing! Had to cancel our trip on Oct *****th

  

  Business response

  10/15/2024

  We are sorry to hear about this customer's experience with our store.

  We have passed the feedback from your experience back to our management team to review with the store. When buying a new coach, we may experience repairs needed even though the coach is new/unused. 

  We are happy to hear that we were able to work with Alliance to come to a resolution. 

  Customer response

  10/15/2024

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

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 22414174, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Peter Sielaff

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After taking some time to cool off, I will share my review of General **. On April 23rd, we purchased a class C ** from them. Everything went smoothly until we realized that the couch we expected was different. During the walk-through, they offered us vent covers at a special price, but we later discovered that we were overcharged for them. Furthermore, we encountered issues with missing screws, which we had to pull over and fix. We were told after the purchase that a Maryland safety inspection was required, which we had never discussed before, and it cost us $******* week before the temporary tags expired, they found mistakes in the paperwork. Half the paperwork had the wrong VIN. They emailed us a new contract, but the prices and numbers differed. This led to frustrating delays and a lack of response from the dealership, which was particularly problematic as we had camp reservations set up more than a year in advance. The ** required warranty repairs, but we couldn't move it due to expired license plates. Despite our best efforts to resolve these issues, we lost our reservations and had to cancel our plans. The dealership failed to take responsibility for its mistakes, causing us frustration and regret. I would not recommend General ** to anyone, especially new buyers. It's essential to thoroughly check all paperwork and take your time with it to avoid being charged fees for which customers should not be responsible.

  

  Business response

  09/19/2024

  We are sorry to hear about this customer's experience with our store.

  I have passed this feedback along to the management team at that location in hopes we can learn and moving forward, improve our customer's experience. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unit was in for leaks 4 times over 10 months . ********** wiper repairs took 4 returns and am not sure if they are fixed yet. General RV does not have an incentive to repair what they sell. they get payed for repairing warranty work while i am not able too use unit . General RV needs to be held financially responsible for my lost time.

  

  Business response

  08/30/2024

  We are sorry to hear about this customer's experience.

  The last work order dated on 7-25 is the last documented concern for his wipers, which was for parts that had arrived from a previous visit.  Those parts were installed prior to him picking up early August.  There was no mention or jobs added to the work order for any water leaks at this time.  General RV currently has nothing stating that he has additional concerns with water leaks or windshield wipers.  General RV does not hold the warranty on *************** AXIS.  In addition, the factory warranty has expired as of May 2024.  General RV considers this matter closed.    

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I gave a deposit of $500.00 for an RV, (stock# ******) and after it was inspected by a certified NRVIA inspector, I decided to not purchase the *** I ask the dealership for my deposit back, and it has not been refunded.

  

  Business response

  08/15/2024

  We are sorry to hear about this customers experience with our store. 

  This coach was sold 1/8/2022. This coach comes with a one-year manufacturer warranty. The only service history we have for this coach is the *** and installation of a max air cover and eco pro. This coach has not returned for service since the purchase date. Also, he customer did not purchase any type of extended service contract. Every customer that purchased from ********* RV's and marine was given a policy with the Forever Warranty company.  This extended contract requires an annual inspection and I don't see a history of this being completed.  With that being said, the Forever Warranty policy is most likely void. 
  
  This customer is requesting that we transport her unit back to our facility and find warranty coverage for her concerns.  We have denied this due to the fact that her warranty is expired. We have recommended that the customer reaches out to the forever warranty company and to ******* River for assistance as General RV does not hold the coach's warranty. 

  Customer response

  08/20/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau: This is not my complaint; I do not know anything about this.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************************

  

  Business response

  08/23/2024

  Hello **************,
  
  Our sales management team advised that this deposit was refunded to the customer.
  
  Thank you. 

  Customer response

  08/23/2024

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

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Gave them a ****** refundable deposit in January 2024 and placed on my credit card.Decided not to purchase the camper and then proceeded to attempt to get our refund.Stated they refunded it,continued monitoring credit card,no refund came.Contacted Mt.Clemens General RV multiple time with no success.Called the corporate complaint department in ******* ,they reviewed the account and they found it was refunded to someone elses credit card.They said.No problem ,we would get our money back.That was mid June.No resolution occured.Then called Florida back and they told us we needed to contact Mt.Clemens again.Upon calling them again,they stated the employee that took care of our account no longer worked for them.And told us we had to contact our salesman.Called him and he stated he had to take this to his manager.FULL circle,sadly,lots of lip service and they dont seem to think it is their problem someone else got my refund.Bad Business Practice.

  

  Business response

  08/06/2024

  We are sorry to hear about this customer's experience with our store. 

  Our sales management team from the store spoke to the customer today and explained what happened. The $500 has been refunded to the customer's card as requested. 

  Customer response

  08/12/2024

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

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was satisfactory to me.

  Regards,

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a 2024 ************ 5th Wheel from General Trailer. We have had nothing but problems. 1 Refrigerator door will not latch. We took it camping. When we got there the refrigerator door was wide open. Everything was on the floor. A bottle broke and cleaning it up I sustained a sliver of glass up my foot. 2- 2 chairs that are supposed to have a massage feature do not work. 3-The light in the front bedroom does not work. 4-The front right **** is faulty.5-They were asked to install vent covers on the top of the camper. Oh they installed them. We couldnt open them. My husband is supposed to take it back Monday August 4 for the 4th time because they didnt do anything the first 3 times. This is a 2024! We shouldnt be having these problems.

  

  Business response

  08/09/2024

  We are sorry to hear about this customers experience with our store. 

  Each time the customer has had a service need, we have brought them in right away, without waiting for an open appointment. 

  Below are our response to each of the concerns noted by the customer:

  1 Refrigerator door will not latch. We took it camping. When we got there the refrigerator door was wide open. Everything was on the floor. A bottle broke and cleaning it up I sustained a sliver of glass up my foot. 

  This was initially resolved on a work order created on 7/16/24. We made a minor adjustment on the latch assembly of the refrigerator door. The customer inspected the repair at pick up and agreed the problem was resolved. 
  On 8/5/24, the customer came in again with a concern of the door coming open in travel and causing food to spill onto the floor. Upon initial inspection, the door appeared to be latching normally. We asked the customer to demonstrate what was going on with the door. When he pulled on the door, he pulled hard enough to break the plastic latch mechanism. Damage like this is not covered by manufacturer's warranty. We replaced the now broken refrigerator door latch at no charge to the customer and provided an extra door latch for the customer to keep as a spare.

  2- 2 chairs that are supposed to have a massage feature do not work. 

  This was originally brought to our attention on 7/16/24. We found that the chair became unplugged due to personal items being stored under and below the chairs. These items move around when the chairs rock or are reclined causing the cords to pull out and become unplugged. We explained this and showed the customer where the plugs are and shared some advise to remove the personal items from this area. 
  The customer brought this concern up again on 8/5/24. Again, we found the chairs unplugged from the outlet. The cords being unplugged are not covered by manufacturers warranty. As a customer goodwill, we purchased and added an extension cord with a flat head design to help prevent this from happening again. This repair was also made at no charge as a customer. 
  
  ***** light in the front bedroom does not work. 

  This was brought to our attention on 8/5/24 and resolved within an hour. We found the light switch was loose and pulled away from the wall causing the wire to become unplugged. This repair is covered by manufacturers warranty.
  
  4- The front right **** is faulty. 

  This was originally brought to our attention on  6/13/24 while the customer was here for some advise on how to operate the water ******. We did not have him scheduled for a service visit, but we were still able to diagnose the cause of an error code. On this day, we started the warranty authorization process and ordered a replacement ****. Note that the only symptom of this issue was an error light. The full jack ****** was functioning normally and not effecting usage, The customer was encouraged to continue using the ** as usual. 
  During the customers visit on 7/16/24, the leveling **** was replaced and tested. No further error codes were seen. 
  
  5-They were asked to install vent covers on the top of the camper. Oh they installed them. We couldnt open them.

  Two black roof vent covers were installed by General ** at the time of purchase. We don't show any record of this complaint. It is likely that the customer came in and had this resolved just after delivery. They have not brought this up as a concern on any of their three visits since 6/13/24

  Customer response

  08/14/2024

  Better Business Bureau:

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

   I never received any letter from them. Reading it here was the first time I saw it.
  

  Regards,

  *****/***********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I went to General RV to look at purchasing at camper for the first time. **** (the salesperson) got back to us with a camper that he told us was in our price range and our length we were wanting. I gave him my credit card information (as a precaution if we were going to purchase, we would have to put $1000 down). After telling him we didnt want the camper they ran our card information anyway and charged us the *****. We have been trying to get our money back for over a week and havent had any luck. We keep getting the run around and they keep trying to sell us different campers, even though we have no interest with going to them now whatsoever. We just want our money back.

  

  Business response

  07/29/2024

  We are sorry to hear about this customer's experience with our store. 

  Our sales management team confirmed that this customer was refunded today. We apologize for the delay. 

  Customer response

  07/29/2024

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

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 21 2023 we purchased a new 2023 Fleetwood Discovery 36HQ LXE RV from General RV of Dover for over $300,000. We had a April 15th 2024 appointment for warranty work. The appointment was made more than 2 months prior along with a list of items to be addressed. General RV of ***** is the point of purchase and the authorized service center for this RV. All items on the list, are and agreed to be warranty issues. General RV has had my RV for over 104 days. Work is not complete or not done at all. General gives excuses that make no sense at all. Realistic time to complete work should have been 4 to 6 weeks maximum.Please assist.

  

  Business response

  07/26/2024

  We are sorry to hear about this customer's experience with our store. 

  The customer is correct that these are warranty repairs. With such repairs, we submit these to the manufacturer for approval before we can order parts and start the repairs. 

  We have reached out to the manufacturer to try and expedite these reviews. 

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  This is an empty response that does not address the fact that General RV has had my RV for 3 1/2 months with no completion date.
  
  Regards,
  
  *********************

  

  Business response

  08/01/2024

  We are sorry to hear the customer was unhappy with our response.

  We are unable to give a firm date until we have received the parts and completed the install. We are working with ********* to get this accomplished. 

  Customer response

  08/06/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  General RV has had our RV for 113 days! This is standard warranty work. There is no reasonable excuse for this poor of a service. When is this work going to be complete?
  Regards,
  
  *********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother purchased a unit from the ***** location in April 2024. First was the delivery they would tell us over and over they were delivering that day just to not show up with no call or notification. I am active military and take off everytime they were set to show up with nothing even as a call or text. Then Was informed (in writing) a that time that due to some issues identified the service will be delayed (no problem) and that a technician will come out. Fast forward 4 months and DOZENS of calls they now will not. Parts are in and are refusing to answer anything to come do the work. I have legal POA and have been told over and over will receive a call. Nothing. Filed a case with cooperate in which a Ms. ******* told me repeatedly oh they will call you today, and of course not a call email or anything. Once I inquired more she proceeded to hang up on me and refused to allow me to have any contact with her management. 4 months and counting and General RV has held up zero obligations they promised and by far the WORST experience in purchasing. My fifth unit and I can assure would not touch this company again.

  

  Business response

  07/23/2024

  We are sorry to hear about this customer's experience with our teams at ********************** RV. 

  We will address the concerns with our team here in corporate. We have reached out to the store again and asked they follow up with the customer regarding the parts and repairs. 

*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. ↩