ComplaintsforGreat American RV Superstores

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased our new Class C at GARV 5/30/24. tried to purchase one two weeks earlier however, the unit that was too rusty to properly get the wheel alignment and was low 1 qt of oil at the walk thru. After purchasing we encountered problems. Wheel alignment needed twice. We broke down with a failed wheel bearing, then levelers stopped working, the entrance door kept flying open, tub floor began caving in, fridge door broke, cameras stopped working, slide topper malfunctioning, window malfunctioned, electric mirrors stopped working. We reported all these issues to GARV Attempts to have everything fixed by GARV service failed. just constant calls from sales trying to sell us an rv. Because of all these issues, we asked great GARV to buy back or extend to us a courtesy credit to help us can trade for a camper delivered in good condition. Instead, Efforts to reach out to administration of GARV and CEO Mr ****** ended with being referred to Service department. Late and lack of response forced us to a RV company 1 1/2 hour further then GARV. For all our headaches a credit was not much to ask for. my experience seems consistent with the other issues with GARV. Efforts to GARV Admin were met with callousness. Constant efforts to sell us an RV lack of service seems that GARV concerned with the bottom dollar and making money then making sure they deliver quality and satisfaction. Jayco said our RV is no longer an Jayco product instead a product of GARV. Every worker we encountered at GARVseemed to genuinely care for our situation, however, described being limited by the administration at GARV. I hope that other consumers would carefully consider what's written on the BBB about GARV. In closing we hope your company can fix these issues and truly be a Great American Company for its Customers. we have many more texts n emails if GARV interested

  Business response

  10/24/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this complaint to our attention and allowing us to respond. 

  The Customers purchased their unit from us on May 31, 2024, at that time a “Walk Thru” was completed with the Customers and a Service Technician, a Walk Thru consists of the technician taking the Customer thru the new unit to introduce all of the components and identify any issues that need to be addressed. This resulted in a “We Owe” for a front-end alignment, and the repair of a small hole in the fabric on the slide topper. A “We Owe” is a form we give to Customers telling them that we will fix the issue even if a claim is denied by the Manufacturer’s Warranty.
  

  On June 11th, a Work Order was opened to replace a window and the fabric on the slide topper, to adjust the entry door which was found to be slightly loose when the door was closed, and to have the front end aligned.  
  Each of the items listed above had to be submitted for approval to the Manufacturer to be covered under the Warranty. The approval process can take some time, and only once approved can the necessary parts be ordered, and depending on availability can also take time to arrive. The front-end alignment was completed under the chassis warranty by an outside vendor who was authorized to do chassis work, which Great American RV SuperStores is not authorized to do.

  Other than the issues listed above, Great American RV SuperStores have had no other Work Orders addressing any other issues outlined in the Customer’s complaint, a Work Order is required to be opened in all cases for all repairs. Sending an email listing items they believe need to be replaced or repaired does not open a Work Order, but rather scheduling an in-person appointment identifying issues with our service team who would determine whether replacement, repair, or nothing needs to be done.
  

  We contacted the Customer on August 23rd, to inform the Customer that the window had arrived, and that the fabric was scheduled to arrive on September 16th. On September 23rd , the Customer picked up all of the parts that had arrived, and told our Service Department they did not want us to install the parts. This is the last interaction we had with the Customer until this complaint.
  

  As stated in the email attachment the customer provided from the manufacturer, the Customer’s unit was the property of Great American RV SuperStores, not our product, the unit will always be the product of the manufacturer, and will fall under the manufacturer’s warranty until the time it expires. 
  

  As for a buy back or credit, this is not an option. The Customer, after purchasing their current unit, has now decided they need a larger unit. We would be happy to work with them to trade in their unit, based on the current NADA trade in value, and offer one of several great deals on a new unit we currently have in inventory.
  

  We believe we have sufficiently addressed this complaint, and request this issue be closed.
  

  Thank you.

  Customer response

  10/25/2024

  
  Complaint: 22412938
  
  I am rejecting this response because: Every effort was made to engage service for help and get work orders initiated. Instead another RV company worked efficiently to address our concerns and has three work orders approved and ready for repair. When we attempted to have the same issues addressed by GARV they kept our unit for three days never informed us the unit was ready for pick up and did not address all our concerns. Every effort was made to give GARV priority to fix the issues. Not even the Manager who sold the unit to us could compel service to contact us and reach out to us effectively. We understood the apologies from the workers which helped us conclude that the issues were caused by poor administrators. GARV failed to offer us credit for the hardships we endured because we bought a New 2024 Class C RV from them, that fell apart on our first journey.
  Note At time of sale slide topper and window were Not part of the we owe. We preferred to have those parts installed elsewhere because we no longer trusted that GARV could get the parts installed properly. The cameras, shower, door, hydraulic jacks are being repaired by a company that is providing a superior service than GARV. That GARV would not consider even consider a 5k credit toward another unit because of the hardship caused us by their product speaks volumes as to what they care about. Our desire to uprade to a larger unit has nothing to do with this complaint.  Clever responses given to consumers  who to ask the BBB for help doesn't cover that up. GARV sold us a unit that fell apart and only wanted to make more money on warranty work treating us like numbers instead of people. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought an Rv in February, plus the warranty they pushed hard. 4 months later the fridge went out. Our Rv has been in their shop going on 2 months. They’ve replaced the cooling unit twice, still doesn’t work. They replaced the board. Still not working right. We have a warranty. We want the fridge replaced. They don’t seem to care at all that I’ve made 3 payments with the RV in their shop. We’ve talked to several people several times. Even the big manager. He said he’d find out what was going on. He never called us back or replied to our texts. Please we need help! None of them care at all!

  Business response

  09/19/2024

  We would like to apologize for the delayed response. We had been working with the extended service company to get the claim approved and were told that the customer had contacted them and told them to cancel the claim for refrigerator. After we explained this to the customer, she contacted the extended service company, they approved the claim, and we have since installed the new refrigerator. We believe we have addressed the issues, and believe this Complaint should be closed. Please contact us for any additional information you may need. Thank you.

  Customer response

  09/19/2024

  
  Complaint: 22230865
  
  I am rejecting this response because:

   yes that is true but that happened in the last week of the two months of waiting plus you had already filed one repair with the warranty company that did not fix the problem so I did not want you to make claims that didn’t work to go against the warranty and affect future claims. We were told by GARV the cooling unit was replaced twice plus the board was replaced and the fridge still didn’t work. You should’ve replaced the fridge to start with. Never again will I use Great American RV. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a 5th wheel RV( 2024 Eagle 355 MBQS) from Great American RV in Breaux bridge La on 4-18-2024. This RV is the 3rd RV my wife and I have owned. On July 20, 2024 we were camping at paradise ranch in Tyle town Mississippi ( our 2nd camping trip with our new camper) when it started to rain, nothing bad just a steady rain. I was going back and forth in the camper cleaning up my mess from cooking supper when I noticed the awning on my RV was holding water. I walked over to get my broom to try to push the water off but before I could get it the awning clasped and hit me in the head. The awning is black and I couldn't see the water pooling on it. Every other camper I owned would auto dump/ pitch the water off the awning. The day I purchased the camper a technician and I done a walk thru of the camper and I was told that the awning auto extends, retracts and auto dumps the rain off. On July 22, 2024 i called Great American to tell them what happened and if they were gonna fix it. On July 31, 2024 I received a call from Ms ***** ( service tech )from great American telling me that Jayco will not fix my awning because the awning is made for shade and not rain. I even downloaded the owner's manual of the awning (Solera , made by Lippert) to investigate if the awning is meant for shade and or rain. After goin through the manual, it doesn't say anywhere that it is not made for rain but it does say in the notes that the awning will pitch itself to purge the pooling of excess water and may dump a significant amount of water without notice. I also talked to the head service tech at Great American and he told me that the awning should have pitched the water off automatic and not have clasped. I also had to call a mobile RV tech to come out to Paradise ranch to demo the awning because it was all bent up and could not be retracted. Can you guys please help me to get my awning replaced.

  Business response

  08/14/2024

  Great American RV has contacted both Jayco, the RV manufacturer and Lippert, the awning manufacturer, and both companies have denied coverage under warranty due to the fact that the awning is made for shade and not rain. We have also been in contact with Mr. *********, and are working with him to get a replacement arm for his awning. We will stay in communication with Mr. ********* until this issue is resolved.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The RV/Camper I just purchased had a critical failure of the roof and I am trying to get the dealership to stand behind their product and make corrective action to fix this.

  Business response

  07/19/2024

  Great American RV has been in contact with Mr. ******, and is currently working with the manufacturer of Mr. ******'s unit to see what can be done to resolve the issue with the ballooning in the roof. We will stay in communication with Mr. ****** until this issue is resolved.

  Customer response

  07/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22003815, and find that this resolution is satisfactory to me as long as they keep their word in a timely manner. So far we are 2-weeks and counting without a resolution. I am reserving my right to reopen this complaint if the business doesn't bring this to a conclusion sooner rather than later. I will retain the complaint ID for my records in the event I need to reopen this complaint due to no final resolution being reached by the business.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ICamper was in shop with GARV from Oct 5th to Feb 16th for several repairs which were either never done or done in a very poor manner. Refrigerator was broken and after paying for repair when I picked it up was still broken and the roof which I paid to have cleaned and sealed appears to have not been touched as stated by another RV tech with 20 plus years experience. see below for full details

  Business response

  06/18/2024

  Great American RV (GARV) did have ***** come out to repair Mr. ******* refrigerator as it is a ******* household refrigerator, which we do not work on due to the manufacturer’s warranty.  The faulty compressor was under *******’s 10-year warranty, which covered the part only, not labor.  GARV explained this to the customer and quoted him the price given to us by *****. We were unable to have the labor covered under the customer’s extended warranty because it had expired prior to the unit being brought to us.
  

  GARV did not charge the customer, as we normally would; to remove and reinstall the passenger cockpit window and outside mirror so the refrigerator could be taken out of the unit so ****** technicians could work on it, as the appliance repair companies will not do either of these. We only charged the customer the exact amount that ***** charged us, so basically, we paid Mr. ******* bill to *****, and he reimbursed us.  

  
  After the customer reached back out to us, we called ***** and confirmed they only offer a 30-day warranty on repairs, which had expired.  We suggested Mr. ***** bring his unit to our Grand Bay dealership so we could work with ***** to get another appliance repair service to come out to determine the issue, to which he did not respond. Had Mr. ***** brought his unit to our Grand Bay location as suggested, we should have been able to get ***** to replace the part again as it was apparently faulty.  The labor may only have a 30-day guarantee, but the new part should come with a warranty.  
  

  As for the roof reseal, it was completed by our most senior technician who has been with us close to 30 years who is known for his meticulous work.
  

  The customer is disputing $2,174.28 that he stated was for the refrigerator and the roof repair. The work order approved and signed by Mr. ***** was for that amount however, in addition to the two items discussed previously, it included the following items:
  Main furnace – removing, disassembling, cleaning, reassembling, testing, and reinstalling.
  Water flow in front toilet, inlet screen blocked with debris – clean and reinstall with new gasket.
  Gas generator oil change.
  Gas engine oil change.
  Air vents – replace two max air covers and two vent covers in middle and rear AC.
  

  We believe we have addressed all of the issues brought up by Mr. *****, and hope this response warrants the closing of this complaint. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  POTENTIAL BUYERS BEWARE... 5/1/2024 Great american rv in Huntsville Alabama stole my 500.00$ deposit. They are without a doubt the most dishonest company I have ever had the misfortune of dealing with. I had an approval with them on a new Jayco 5th wheel. They asked for a deposit, I gave them the requested 500.00$. They moved the camper from Hefflen Al to their Huntsville Alabama location. The day before I was picking it up ***** the general manager called me and told me the bank killed my deal because my address was a campground. At that time ***** said he would issue me a full refund for my deposit. I didn't not back out of the deal of course. Fast forward 5 weeks of texts (that I still have) telling me my deposit was on it way. Also a phone conversation telling me I would have my deposit this week 5-12024. Now today after being jerked around for weeks I'm being told by ******* in customer service that Steve (whoever that is) told her that they will not be refunding my deposit because they moved the camper. I will be disputing the charges and leaving many negative reviews to let other potential buyers to beware of the scam great american rv is pulling

  Business response

  05/09/2024

  Thank you for your feedback, your refund was processed on May 1, 2024. We look forward to your business in the future.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new 2022 Keyston Raptor 423 toy hauler from GARV in Grand Bay, AL in April 2023. After delivery to the RV lot where we were staying at for our temporary home, we noticed numerous issues with the RV. Contacted them about the problems and they insisted on us bringing the unit back after explaining to them before purchasing, that we would be living in the RV until we either purchased property or bought a new home. They sent several RV repair companies out to the RV park and none of them would touch the camper due to all the issues we had. Several stated that this RV needed to go back to the manufacturer or they needed to buy our unit back. Of course we were in between a rock and hard place due to us just recently selling our home and not having another option. We lived in the RV with the issues until September 2023 and then the RV was taken back to the dealership in October 2023 for repairs. As of today, April 10, 2024 we still do not have our RV back. Wrong parts have been ordered or delivered and this sets us back weeks and months at a time. At this point we are ready to contact a lawyer or them purchase our unit back. This is a $136K unit and of course a high monthly payment that we are paying and can't enjoy our unit. They told us in February the unit was ready for pickup and we went to pick up and after the walk through, none of the work was done or either it was done very unprofessional. We did not take our unit home and insisted on the repairs being done and being done CORRECTLY.

  Business response

  04/18/2024

  Thank you for your feedback. According to our records, you contacted Great American RV (GARV) shortly after your unit was delivered, to have a few cabinet adjustments, a dryer vent installed, and a few pieces trim tightened. On May 4th GARV sent a local service provider to go to your RV park to do these repairs; this is the only company we sent, and the only time they visited. Only once the company reported back to us were we made aware of the additional issues with your unit, which, according to the service provider they explained to you that the repairs could not be completed on site, and offered to tow it to their shop to complete the repairs, or alternatively for you to bring the unit to GARV for servicing.
  

  On November 13, 2023, you brought your unit to our dealership for the additional repairs; twenty-one items were listed on the repair order, and because the unit was under warranty, authorization was needed prior to GARV ordering the parts. Once we received authorization, research had to be done to order the correct parts, which takes time not only for the research but for the delivery of the parts. On February 13th, 2024, you came to pick up your unit, at that time twenty of the twenty-one repairs were completed, with the exception of the couch that hadn’t yet arrived. During the active service delivery, you brought nine additional repairs to our attention that were not listed on the original work order, one of which was the floor replacement. Unfortunately, when the flooring arrived, the manufacturer had sent the wrong color, and we are currently waiting for the flooring to arrive.
  

  In addition, our records show that our service department has been in contact with you throughout this process, and prior to now, according to our records and with speaking with the servicing company, at no time were you told that your unit needed to be bought back by us or the manufacturer.

  Thank you for your business.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new Camper, Once the process was underway the salesman called and said the one i wanted was water damaged and i didnt want that one, but he had another one. I drove down to the dealer and didnt like the smaller one he recommended. The salesman who was working told me the original one i wanted did not have water damage and the other salesman was wrong. I purchased the unit and they had to do pre delivery where they found issues. Several weeks later i was called to pick it up. got it home and a few days later i set it up to make sure i knew how and it was flooded, Full of water and the back floor soft/spongy. Called the dealer and was given a run around. Towed it back to the dealer and they have been trying to fix it for 4 months, Just made the 7th payment and never have been able to use it. Dealer also sold me a over priced ceramic coat and someone would call me to schedule installation and ive never gotten that phone call either. Last update i was able to get the dealership told me the repair was extensive and they were working on it. Dealer advised the unit had to have sides, roof and floor replaced and they were unsure when the repairs would be done and that the damage was extensive. I asked about the soft floor and the dealer had no knowledge of that and that was the main reason the Camper was taken to them, The floor was falling in. I know the value is hurt by this damage and i know the dealer covered this up in the beginning. I want the dealer to buy it back and allow me to find one elsewhere. I also do not think it is right for me to pay a massive payment and insurance on a unit that ive never been able to use and probably never will be able to use. This is a 100k Camper.

  Business response

  02/26/2024

  We apologize for the delay in completing the repairs needed. All of the line items listed on the original work orders have been addressed and completed. When the Customer was contacted and told the repairs were complete, he inquired about the half bath’s floor and wall water damage, this repair had not been listed on the original work orders. However, we have ordered materials and are moving forward with the repairs. Our service department is in communications with the Customer and updating as needed.
  As for the ceramic coating, it was applied to the unit prior to pick up, we apologize for any miscommunication.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve visited Great American RV located in Breaux Bridge on 12/22/23, where I worked with the sales person who was great! However when i got to the finance guy, **** ***** my service took a turn for the worse. I explained to **** multiple times I do not wish to have Gap Insurance or Roadside. However **** continued to add it, costing me an additional $3,000 on my loan. I’m attempting to refinance however I can’t as my loan has the additional $3,000 of services I didn’t ask for. I called and asked to speak with **** several times regarding this matter however he hasn’t returned my call only text and emails where he claimed this issue was resolved and a check was issued for refund. On 2/2/24 I physically returned to Great American RV and spoke to **** directly. He advised he never received my cancellation documents, however that is a lie as I have email proof that it was sent to ******************** and ***********************

  Business response

  02/06/2024

  It is Great American RV's (GARV) understanding that on the day of the delivery of the recreational vehicle to Mr. *******, the finance manager for the Breaux Bridge GARV store gave Mr. *******'s son his personal email address because there were issues with him sending proof of insurance coverage from his phone to GARV's email.    It is not standard practice for GARV employees to utilize personal emails for such transactions, but the finance manager was trying to accommodate the customer and his son so they could conclude their transaction and leave.   With regard to the cancellation of the GAP and Roadside Assistance contracts, the cancellation form returned by the customer for the finance manager's attention apparently was sent to a GARV copier email address that is not meant to receive emails.  The finance manager did realize on the night of Saturday, February 3rd that the warranty cancellation clerk had received the cancellation form and sent a confirmation of cancellation to the finance manager's personal email address that he rarely uses. At that time, the finance manager informed the customer via email and the customer's son via text that the contracts were cancelled. On the morning of Monday, February 5th. the finance manager informed both the customer and customers son that the refund check was sent on January 30th to the customer's lender. GARV apologizes to Mr. ******* and his son for the unfortunate handling of this matter.   If there is any further issue that needs to be resolved, Mr. ******* or his son are invited to contact GARV's Chief Legal Counsel, **** ******* at ***** ******** (ext. ****) or ***************

  Customer response

  02/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21241386, and find that this resolution is satisfactory to me. 
  

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a used 2023 Grand Design Reflection 315RLTS with a valid warranty until October 2023 from Great American RV in August 2023 for ~57,000. Wife and I were told the RV was certified used and that the TT goes through an extensive end to end test from GARV. All the issues thus far: 1. Shower leaks 2. Kitchen slide out leaks 3. Bedroom slide out leaks 4. Smells like a porta potty inside the unit 5. Water heater location leaks 6. Trim paint peeling 7. Kitchen Cabinet drawer doesn’t close 8. Bedroom drawer rail is broken 9. Bathroom sink leaks 10. Bedroom slide out leaks 11. Dining room slide out leaks and carpet needs to be ripped up 12. Multiple water damage areas 13. Propane tank lines leaking 14. Drove in rain and opened the unit upon arriving to water everywhere 15. Outlets falling out of walls I have been going through the Grand Design warranty process (separate complaint) but that seems to be going no where. I contacted GARV to to see if they would buy the unit back as the amount of issues we have been told is rare for Grand Design and was told by the sales manager that he would give us less then half of what we paid back in August or to bring it in for service.

  Business response

  01/12/2024

  Great American RV Superstores (GARV) understands from conversations Mr. ******* has recently had with Steve Smith, General Manager of the Calera, AL GARV store that at this time Mr. ******* is foregoing litigation and giving GARV the chance to repair the subject recreational vehicle.  It is GARV's understanding that Mr. ******* recently dropped the subject recreational vehicle off at the Calera store and GARV is in the process of addressing the 14 items listed in Mr. *******s' BBB complaint.   GARV will keep Mr. ******* alerted to its progress in making the repairs, and if Mr. ******* has any questions or concerns, he should contact ******* ********, Service Manager for the Calera store at ************ (ext. ****) or *******************

  Customer response

  01/12/2024

  
  Complaint: 21106881
  
  I am rejecting this response because: I have not heard from Great American RV in regards to the repairs that will be performed and furthermore Great American RV technician left my bathroom exhaust fan open and upon pick found water damage in several places in the unit to which the service department has not claimed responsibility  

  
  Sincerely,
  
  **** *******

  Business response

  01/22/2024

  In reply to the customer's rejection of GARV's original response to the BBB complaint, GARV stands ready to finish any remaining repairs to Mr. *******'s RV.  If any damage was caused by GARV's leaving the vent open, GARV will take care of such damage solely at GARV's cost.  We need the customer's approval to order and replace the slide carpet.  The ETA for the carpet arriving at GARV is uncertain, but once it is ordered and received, the carpet can be installed in one day so Mr. ******* does not need to leave the RV overnight.  Mr. ******* should contact ******* ******** at the Calera, AL regarding ordering the carpet and schedule any remaining repairs.  Mr. ********** phone number is ************ (ext. ****).

  Customer response

  01/23/2024

  
  Complaint: 21106881
  
  I am rejecting this response because: I have been in contact with Calero location and have still not been provided an ETA for work. I have also not been given written instructions of what GARV will take care of based on the negligence of the technician.  

  
  Sincerely,
  
  **** *******

  Business response

  01/29/2024

  GARV has spoken with Mr. ******* on the damages caused by leaving the vent open, and GARV is currently waiting on the measurements of the stiles that are damaged so we can get those ordered. GARV also understands that Mr. ******* does not want the slide carpet replaced, but rather to replace the area with linoleum like that which is already in his RV.   We are in the process of ordering the parts ASAP and we will give Mr. ******* an ETA as soon as we can so that we can schedule him in for 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. ↩