Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  General ** needed to replace my front ** unit on my new 2024 Coachman Encore 355DS. Since that was replaced water/condensation has been entering my **. I took it back once and they told me the ** unit needed to be sealed better. After that repair water/condensation still was entering my ** through the cabinets above the drive/passenger seats. Took it back again and they said that the marker lights on the outside of the ** were never sealed from the factory and was a warranty issue. So they sealed the marker lights and put in a warranty claim to replaced my cabinets. I was told 24 to 48 hour to hear a response. It's been almost two weeks and no one from the Fort ***** dealership will call me or return my calls to let me know where we stand with this. I've used their text group that they said we can communicate through. I've emailed them 2 or 3 times and I've called them multiple times with NO response. I just want the warranty issue fixed (cabinets). The communication with the Fort ***** shop is horrible. When I call the front desk to be transferred to the service department they tell me it could be a few days before they get back to you. It's been almost 2 weeks. I had this same issue when the ** unit needed to be replaced. I had to show up at the dealership just to get someone to tell me what's going on.

  

  Business response

  02/05/2025

  Good Afternoon, 

  We are sorry for any delays that the customer has experienced.  *********** team has reached out and communicated with the customer regarding his concern related to the water intrusion and subsequent damage to some of the cabinet ******.  We have a meeting on Friday to secure all measurements and photos necessary to place the parts order and submit the warranty claim.  Customer seemed satisfied with the response and path moving forward with regard to completing the repairs to his coach. We will continue to communicate with customer until all repairs are complete.  

  Customer response

  02/05/2025

  [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.  Please do not close this complaint until everything is resolved.

  Regards,

  ****** ******** Jr

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of this complaint, the dealer has not transferred my vehicle tag from my old RV to my new RV of which they are supposed to complete within 45 days. It is now over 60 days, and no one has any update on where this stands. I purchased an RV from General RV on 10/31/2024 in the *****, ** location. I drove from **********, SC to accomplish this. I understood that my SC plate would be transferred in SC and this dealership would take care of all of it. I paid fees to get this done. To date, more than 60 days later, I still do not have any registration for the new RV that I drove home. I am unable to get any update on what is going on with this tag transfer from this dealership either. ** has no record of the tag transfer or the new RV. As a result of them taking my new RV out from my name and not putting the new one in place, I got a threatening letter from SC DMV stating that my license could potentially be revoked as a result of this problem.

  

  Business response

  01/03/2025

  Good Afternoon To Whom it May Concern, 

  After reviewing this it is well known that on 12/3/24 customer was aware we needed ************** Paid Property Tax Receipt.  Which is required to issue her the registration.  We received a response today(1/3/25) from Greensville Auditor that we should receive the South Carolina Paid Property Tax Receipt in the next 48 hours.  When we receive it we will be able to get her registration.  

  We appreciate the chance to finish this for the customer once we have the appropriate information.  

  Customer response

  01/06/2025

  
  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:
  
  ************** does not require taxes to be paid for a registration tag transfer.
  

  Below is directly from the county website.

  If I want to transfer my license plate to a replacement vehicle, what do I need to do?
  Take the registration for your previous vehicle and the Bill of Sale for your replacement vehicle to the S.C. Department of Motor Vehicles and register your replacement vehicle. You will not need to pay taxes on the replacement vehicle until the registration on your previous one expires.

  This information can be found at this link > ********************************************************

  I have provided General ** with this information and have asked them to join a conference call with the ** tax assessors office to help them understand that my taxes for the current tag, regardless of the ** involved, is not going to be due until August 2025. They dont seem to be open to this type of call. I have physically gone to the *** as well as the tax assessors office and provided them with the scope of this situation. Again, Im not required to pay property taxes at this time. So, at this point, I have a loan on something I cant use. The attached screenshot is straight from the ** website regarding this matter. 
  

  It does seem that GENERAL ** has forwarded my bill of sale to the tax office to try and force the taxes to get on the ******* tax roll in order to force the payment prematurely. After speaking with the tax office about this, they stated that after the transfer of the registration is complete that tax bill would be moved to August and not due now. GENERAL ** has failed to confirm if they are trying to get a new tag instead of a transfer which would make sense if that is the case. But, Ive stated from the start that this is a transfer.

  So, this is not yet resolved and they need to take the necessary steps to complete the transaction. I would be happy to join a call with all parties to help them gain understanding.
  
  ***** Close

  

  Business response

  01/16/2025

  We are so very sorry for any delay on our part.  On January 7th customer declined to move forward with the 3-way call. At that time customer did email a current copy of her SC registration that she wants to transfer and the Greensville Auditors did email us a Property Receipt showing that they did add the new motorhome to her property taxes. We did not say anything about customer having to pay, only that the vehicle needed to be added.  We have submitted everything to SC and we are currently waiting on VITU to complete the transaction. 

  VITU confirmed the information and responded with that once they received the registration, it gets added to the property taxes. This is the standard process for SC.  At this time all is sent over to ************** to process.   
  

  
  

  Customer response

  01/17/2025

  [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:
  
  This matter remains open until I receive my registration in hand. As of 01/17/25 DMV does not show the tag transferred from my old RV to the new RV. General RV originally kept trying to push this through as a new tag (admittedly) when I kept telling them it was a transfer. I also refused a three way call with DMV by the time they reached out because I was able to provide them with a recorded conversation I had with DMV to them and wasnt interested in waiting on hold again for the length of time it would take to connect to a DMV agent. It was yet another waste of my time. GENERAL RV did admit this was an error in processing in their part but I still dont see anything in the system and I dont have my registration. 
  

  Its now day 79. This was supposed to be done within 45 days of purchase and I would have thought they would have tried to expedite this given it was an error in their part. I have not seen that.
  
  Regards,
  
  ***** Close

• Initial Complaint

  12/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a 2022 forest river impression 280rl brand new in February of 2023. from day one of purchase there have been numerous problems with the *** It has gone back and forth to General **'s service department on numerous occasions for repairs under warranty. Some were taken care of most were not. The front door not latching or locking and the roof underlayment being loose on the edges along with the freshwater tank falling out and the auto self-leveling not working to bulges on the side walls on the exterior. These are to just name a few. The last time we took the unit into them was Feb of 2024 just before the factory warranty expired. They had the unit at least 4 months with no repairs being made. This whole time we still had to make payments on it and pay insurance on it. We couldn't enjoy our ** during this time. At one point while we were there, they told us a vent cap was missing and needed to be installed they wouldn't allow us to go on the roof to replace it. They refused to take care of the exterior side wall problems. This continued to the point we just had to accept what they had done and allow the factory to pick the ** up to finish the repairs. I am disabled and felt they were just taking advantage of me and my wife. I feel they should pay the payments and the insurance for the months they had the **, and the lost usage. We were treated so badly through this whole ordeal we won't be going back to them which leaves us no recourse but to find another shop that can make repairs to our *** HELP!!!!

  

  Business response

  12/20/2024

  Good Morning, 

  We are so sorry for all the frustration that the customer is feeling about the unit.  We are willing to help in any way to get any outstanding concerns taken care of through our service department.  We have submitted all repairs through warranty and the manufacturer denied most of the repairs.  It was only after customer pushed back and forth with the manufacturer that it was decided that General RV bring it back to the factory to address concerns.  The manufacturer agreed to have the roof replaced with them instead of with General RV.  There were several times that it was stated they could pick up the coach while we wait for authorizations and parts but they refused.   We have all communication through email and text so it is well documented. Please feel free to reach out if you are still having any concerns as we would love to help get these concerns taken care of in a timely manner.  

   

  Customer response

  01/03/2025

  [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:] The information provided by the company was written to their favor. Their were several comments they made that were blatant lies. We have our own documentation that our statements are true and correct.
  
  Regards,
  
  ****** ********

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/20/2024 my husband and I purchased a 2025 Salem Hemisphere Roost43 from General RV. From the beginning there have been issues with the unit. All documented with General RV. We've spoken to the general manager, the sales manager, sales consultant and someone from the headquarters, all stating that they will get back to us. Almost every communication has been initiated by us, without any return calls or emails. We would also like proof that that the *** was applied to the unit.

  

  Business response

  12/16/2024

  Our team spoke with Mr. ****** and explained to him that we are back and forth with warranty to cover the 2 main problems, the 2 sets of stairs, and the door. We needed better pictures, so Mr. ***** is going to send me updated pictures to submit to ************. Once we get an answer from FR, we will come up with a plan on addressing the rest of his issues. We will continue to communicate with Mr. ************  
  

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a travel trailer from General RV in ******** on May *******. We believe they sold us a lemon. The day we were purchasing it the person Cami that was supposed to do our walk through was not available and were were given a person who knew very little about our unit. On our first camp out when leaving one of our slides failed to come in. We had to call a mobile RV tech to help us. General RV gave us nothing for the call. The next time we camped the *** system failed. The *** system controls the tongue ad well as the leveling system for the trailer. We brought the trailer to general RV to fix some exterior awnings and also told them about the *** system not working properly. They had our trailer for four months and they failed to replace the ***. On our recent camp out we were in our way the Keys and the door to the outdoor kitchen decided to open on the middle of I 75. The locking system on the outdoor kitchen is not sufficient for the size . My boyfriend almost got killed try to close the door and an 18 ******* hit us and ran. General RVs service department and sales department do not care or ignore any instructions you give them. Our trailer will be off warranty in May 2025. I doubt they will fix all of our problems

  

  Business response

  12/12/2024

  Good Afternoon, 

  We are so sorry that the customer has gone through this.  We would love to look more into this but we cannot with the information provided.  Could you please reach back out to the customer with the correct account information they have with General RV?  

  Thank you so much for sending this over and we look forward to working on this.  

   

• 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,

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

*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. ↩