ComplaintsforFamily RV Group
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
5/31/23-My husband & I went to Colerain Family RV in Colerain, OH to order a **** ***** ******* from the manufacturer & we wrote a personal check for $17,200 as a down payment which has cleared our bank. We were told we would receive the VIN & ETA of delivery of our new RV within a couple of days. 6/5/23-we received no info so I texted Aline Parsley, sales rep, requesting the VIN & ETA. At 5 pm 6/5/23, I received a call from Aline stating ***** discontinued the model & we would need to come into the dealership. My husband & I arrived at 6 pm 6/5/23, met Aline who tried to sell us another RV. We originally ordered a top tier ***** travel trailer & she was trying to sell us a low tier 5th wheel from ***** ******. We made it clear we wanted our money back several times during our interaction with Aline, her words to us as we were walking out the door was she would be off on Tuesday & if we wanted the 5th wheel to text her so she'd take it off the available inventory. I again said we wanted our money back & expected a check to be written that day; she said she would look into it. 6/6/23-I called the dealership at 930 am left a message for Nathan, finance manager requesting our deposit back. At 1030 am, I was directed to Phillip, another finance manager & requested the return our down payment & he said he would call back in the hour. I never received a phone call to pickup the check and no one answered my inquiries. 6/7/23- I called to request a check or direct deposit for the return of our down payment as we are now trying to purchase the same RV from another dealership tomorrow, Nathan said he would speak to his GM. 6/7/23, I spoke with Greg, GM and again requested a check or direct deposit. Greg said a request would have to be issued, it would take 10 business days & out of his control. I have been requesting the return of our deposit for 3 days & expect a check or direct deposit immediately so we don't lose out on the opportunity to purchase the RV tomorrow.Initial Complaint
06/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Since buying our travel trailer new in January 2017. We have had 3 services that we believe has caused our trailer to no longer be able to use. Please see the attached timeline we have created for this trailer. We have not taken our trailer to any other place for service. However, due to the extreme cost to fix our trailer, which Colerain denied to supply an estimate for repairs, we did take it to another dealership for an estimate of repairs. Please see attached estimates.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.