Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought an RV on 10/26/2024 within 24hours it was broken from defective products and poor craftsmanship. Took it back to return and was told by sales manager that its expected to break and they have a check list of everything they expect to break. Left rv to be fixed since they would not take the rv back. Been over a week with no communication. Called several times and they refuse to call back or pass messages to the correct *****

  Business response

  11/19/2024

  Hello,

  This trailer was actually purchased from ***************** now located at **************************************************************************************************  Please see the attached purchase agreement between ******* ******** and General RV Center.  Please contact them directly to discuss your complaint.  Thank you.

   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ** they sold us had water damage, broken fans and blinds, and a leak and a rat living in it the day they delivered it to our yard. We had to fix most of these issues ourselves out of pocket because no one will accept the service contract they sold us. Dealing with their service department was next to impossible and took months to get the simple fixes for blinds and fan. We have been "working" with Palm Beach RV since August 2023 to get refunds handled for the service warranty and GAP insurance. I met with *******************************, finance manager and signed paperwork in September 2023 to get this done. It is now December 2023 and the bank has not received anything from them. I have called, texted, emailed and had to show up in person because they have avoided us. ****** dismissed us and said to check with the bank, but the bank says no checks were ever sent to them. We are still awaiting refunds for:- Service Contract Warranty $2,756.64 which ****** said was sent to the bank on 11/02/23 And - GAP protect insurance $1340.68 which ****** said was sent to the bank on 11/15/23.It is now 12/05/23 and our bank has not received any of these checks. When I called ****** to inquire about it she said would need to check with "the girls upstairs." I don't know what that means. I assume it means their accounting department? She gave me no answers as to why this still hasn't been handled and when it would be done.Either this was mishandled, simply neglected, or they are purposefully avoiding sending our refunds. I have email threads of all my communications with them to track their negligence in the service and finance departments.

  Business response

  12/06/2023

  This customer purchased a used 2019 Fifth Wheel trailer in August 2022.  The unit was sold in an AS IS condition,so we are puzzled by the reference to repair issues they experienced over a year ago.  The customer signed the service contract and *** cancellation paperwork on 09/25/2023.  They were then processed properly with the two warranty companies.  It can take 4 5 weeks for us to receive cancellation refunds from the warranty companies.  Once these refunds were received by us, we sent the payments to the customers finance company.  On November 2, 2023 we sent the finance company a check for the service contract cancellation and that check posted on 11/09/23.  On November 15, 2023 we sent the finance company a check for the *** contract cancellation which posted on 11/28/2023.  Throughout this process there was absolutely no mishandling, neglect, or purposefully avoiding sending these refunds.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rv purchased is the worse quality purchase made in my lifetime, yearly inspection to resolve many issues was poorly conducted where main issue was supposedly fixed after 1 1/2 months at their service facility yet the issue still continues today

  Business response

  11/30/2023

  The customer brought his unit in due to leak issues.  There was extensive work that needed to be done, and our ******************* filed a claim with the manufacturer and was able to get this work authorized and covered under the warranty.  After getting the authorization from the manufacturer, we had to order a black tank which took some time to receive.  Once the parts were received we were able to complete the repairs and contacted the customer to pick up the unit.  Until the receipt of this complaint, we had not heard anything from the customer and were/are unaware of any continuing issues.  

  Customer response

  11/30/2023

   
  Complaint: 20925115
  
  Rv was purchased from day one with intentions to live in full time to save money to purchase a home and was clearly verbally expressed during purchase. That idea was never discouraged as a bad idea nor even explained that rvs arent intended to live in full time due to their horrible build quality, in fact it was encouraged suggesting the model I was getting was intended for full time living, all that mattered was the sale. Since the rv was purchased there were plenty of issues ranging from leaks on electrical components arching while we slept to lights that partially didnt work, these were issues from day one, as time went on more issues continued to arise from simple things like curtains not functions to the big issue of the sewage holding tank leaking and causing the entire rv and immediate vicinity to smell of sewage. Through the fantastic warranty I had to pick up and move my home back to where I purchased the rv and leave it there for a month and a half to get repaired, over $4000 in Airbnb was spent to temporarily live elsewhere while my rv was fixed under warranty. Initially after getting it from repair I was pleased as it seemed like the sewage holding tank was repaired along with many other repairs that I wasnt expecting fixed, turns out the partial broken light they repaired was hanging touching the floor poorly replaced and the sewage holding tank is still leaking causing everything to smell like sewage. Returning with my home for another extended period of time without a home to pay for a rental elsewhere yet again is completely out of the question. Expressing any of this to palm beach rv now gets you the responses of RVs are build fast with poor quality theyre not meant for full time living, this has been the most disappointing purchase Ive ever made in my life and it was not a small one for me $80000 is not a small purchase further more if I wouldve just spent a little more money monthly on a rental I wouldve avoided all these headaches and wouldve been able to purchase a home by now. Now Im being held back not by the money I need to save but by the debt of this rv and selling it isnt an option as its worth less now than what I owe on it. Thanks palm beach rv I will absolutely be educating everyone I know, everyone I hear interested in or even considering an rv how poorly built and a waste of money they are. 
  
  Sincerely,
  
  *************************

  Business response

  12/06/2023

  We understand the disappointment and frustration this customer is experiencing.  The brand the customer purchased is a popular brand that does maintain many happy customers, which unfortunately is not the case with this unit.   Although we always want our customers to enjoy their purchases and have a pleasant buying experience, we must reiterate that we are an RV Sales and Service dealership and do not manufacture any trailer.  At the time of purchase, the customer had a one-year manufacturer's warranty plus "Warranty Forever" coverage, if the unit is maintained yearly.   We replaced the black tank entirely, so there should not be an odor coming from it. Although the customer stated it's not an option, the only way to see if something else is now causing an odor is if the customer can bring the unit back in for us to inspect.  
  
  

  Customer response

  12/16/2023

   
  Complaint: 20925115
  
  I am rejecting this response, imagine buying a car from a dealership (people that didnt didnt build the car just sold it) and its quality is trash and their reply is we didnt build it we just sell it, thats a great way to handle it. Perhaps you shouldnt accept trash quality from the manufacturers or better yet lie to customers to get a sale. Knowing its trash quality and wont live up to full time living and still selling it to a person with intentions to live in full time. 
  Sincerely,
  
  *************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I bought a brand new ********************************************** October 2022. We bought it to travel in when I take assignments as a travel nurse with our daughter. Currently at this time, they have had it longer than we have. I have had to compute/stay in hotels since November 2022. Not only have we not been able to use the camper to travel within ******* for work, we havent been able to take small camping trips without issues (twice, weve picked it up from PBRV and tried) Water leaks Nov 2022, bad repairs, rude manager, (*****) weve had to deal with. We had to have the floor replaced d/t a water leak bc of poor manufacturing, which resulted in mold and were assured everything was fixed and we were only waiting for a cabinet to be finally done with this nightmare. We took out the camper for a small trip this weekend and of course more leaks, bad clamp jobs, cannot flush the black tank, no water the whole time we camped. Not to mention when we bought the camper, we brought our own tag with us and the man who did our paperwork already had one ready but we still preferred to use our own and he began to say oh really, moneys tight, eh?. The second we walked out, they were done with us and gave me and my husband attitude with anything else we had questions on. My husband just dropped it off for the third time and probably the last time, ***** just stared at him blankly with a smile. During this whole process, he didnt even offer a verbal condolence until we said something about how unprofessional he is via email. Very poor customer service and professionalism from a family owned company. Being family owned, I thought for sure they would have our backs but definitely feels like they just want to make a sale and are just fine selling subpar BRAND NEW campers with horrendous issues.I have an email thread and more pictures but unable to upload on the BBB website.

  Business response

  04/17/2023

  Palm Beach RV is very much aware of the issues the customer is experiencing with their unit.  PBRV is working closely with the manufacturer, Forest River RV, to resolve these issues.  It is PBRVs understanding that the customer is also working with the manufacturer.    The brand the customers purchased is a popular brand that maintains many happy customers.  Unfortunately, this is not the case with this unit, and PBRV will do whatever the manufacturer instructs to turn this situation around.  We must reiterate that PBRV is an RV dealership and does not manufacture this trailer or any other trailer.   PBRV has and continues to deal with delays in getting parts in a timely manner.  We apologize for any perceived poor attitude by any of PBRV s staff as they want the customers to have a pleasant camping experience. 

*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. ↩