Optimum RV Reviews (61)
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Address: 7400 S US Highway 441, Ocala, Florida, United States, 34480-8010
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The office was very busy when I tried to contact my previous salesperson but when we arrived we were shifted to saleswoman Jeanne Boy were we gladShe knew so much about our favorite trailer and was extremely helpful and friendlyShe sold us on the trailerShe's a star saleswoman!!
Brand new Arctic Wolf camper 5th wheel been 6 months trying to get it taken care of nobody I'll call you back nobody gets back to you
Butter RV in February, been promised parts to be in 3 months later finally called asking what's going on no parts they were never ordered. Promise that they're going to order them and go get my camper fixed, call 3 weeks later never ordered parts. Called again was told they're working on it 5 weeks now haven't heard anything from them sent them emails called text done everything and nobody will get back to you. told them we want to exchange this one because there's just way too much wrong with it the air conditioners are going to cause a fire. Again nobody will get a hold of you no phone calls no text no emails. We're tired of waiting
Would like to trade this one in for another of equal value tired of waiting and not going to accept this any longer
Contact Name and Title: Andrea ***, Manager
Contact Phone: 904-***
Contact Email: ***@***.com
Hello. Service ticket opened after customer purchased unit. On 4/11/19 upon pre auth request the manufacturer responded with requests for additional pictures and information Our customer support department contacted Mr. and Mrs. K to get said information which they sent to us via email on 5/2/19. On 5/11/19 the manufacturer kicked the repair back to us requesting even more information. Advisor contacted customer 5/22/19. On 5/25/19 we sent a technician to the K's location to obtain additional information. On 6/20/19 our warranty admin received approval and submitted for parts to be ordered. On 6/21/19 we emailed manufacturer to get some part numbers not available on their website. We are waiting for parts to come in so we can complete repairs. Given the fact that the RV is not at our repair facility we have had trouble obtaining info needed in a timely manner. On 6/24/19 we left a voice mail for customer to call back so we can update them on the latest status of parts and warranty. We intend to complete the repair process with the highest regard for the K's.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we purchased the camper in February the beginning of February not April. we called and called and called for months trying to get someone to call us back they gave us one excuse after another now we started asking for a new trailer and exercising our rights to the magnuson-moss warranty act. There are too many things to be fixed there was a whole list of things in the very beginning before we even pulled it off the site now what upsets me is all of this is not being told and none of it was being taken care of we were told all that person's gone will that person didn't do anything now this person is gone and that person didn't do anything no we want a new camper.
Company is refusing to switch for another model of same unit or fix after water damage 6 days after purchase of brand new 2019 travel trailer.
I purchased a 2019 heartland prowler 30lx from Optimum RV 6/8/19. On 6/14/19 I went inside to get it ready for my first camping trip with it, has never been used before, and I noticed it was leaking large amounts of water from two spots on the slide out. The camper was leveled parked in a yard on cement with no trees around it and the slide was not out when it was leaking. I put the slide out so I could see how much water got in, it was all on the floor, spread to the bottom of the cabinets, on the ceiling, on the couch, on the carpet and dining booth. I took pictures and videos and closed it back up. Today 6/15/19, my fiance and I took it back to the dealer and we were told they would look at it. They inspected it and claimed they found a stick in the slide that caused it. Then they said it was an acorn, then finally showed us a tiny piece of bark that they had supposedly found in the slide. They never did a water test to see if it was still leaking. All they did was staple the two parts of the ceiling that was drooping from the water and gave back to us saying that there was no damage even though the carpet in my travel trailer is still soaked. They refused to swap it for a another unit of the same model or to do any fixes to it without charging us (which goes against the warranty paper we have). We have a 1 year unlimited warranty through Heartland by Prowler (the manufacturer) and a limited warranty that states within 10 days of purchase from our dealer that if any defects are found it will be fixed at no cost to us. We want another unit of the same model due to ours that has water leaks and is damage 6 days after purchasing the brand new travel trailer from them. Hoss at Optimum RV was not helpful and kept saying "it is what it is" and that it is now used. Even though our warranty states they have to fix it. I paid $6,200 as a downpayment plus a loan out in my name for almost $16000 through Campus USA credit union and now I am left with a travel trailer that has water damage 6 days after buying it brand new. Purchase date: 6/8/2019. Heartland Prowler 30lx lynx. Vin #
I am seeking the resolution of them switching out our travel trailer unit for another unit that is the same model with no additional charge to my fiance and I.
We have completed all repairs based on original complaints. The second leak found was due to the slide being out of alignment. We have since performed a leak test with a seal tech machine and rv has passed test. We have agreed to replace some facia at customers request and are now waiting on those parts. All other items have been repaired. All of these items are being taken care of by either warranty or ourselves. We will continue to coordinate with customer and Heartland to resolve all issues. We will update once customer is completely satisfied.
Practices of management and finance are to quickly make a sale and not actually address concern.
We originally purchased an RV from this company a few months ago and since they were so helpful, we decided to inquire with them on whether they had a tow dolly. They had a used tow dolly in stock and agreed to sell it to us for $1195 plus tax (I have a screen shot of the paperwork from the sales person with a sales price of $1195 listed). Upon picking up the tow dolly to pay for it, additional fees were added and when questioned, the manager stated they were standard fees for processing the transaction and that they offset the price to give us the $1195 amount. I felt like this was questionable as the sales price has now been manipulated and the final price no longer reflects $1195 but a higher price. The finance person completed the invoice along with several additional paperwork items and told me to sign everything and provide the payment of $1365. At the same time, I was setting the paperwork for work being done on the RV we purchased a few months before. The paperwork was then placed in an envelope and given to me to take home. My assumption was the amount paid was for a combination of the tow dolly and the work on the RV but when I got home and actually looked at all the paperwork that I was told to just sign, I realized I was charged a registration fee and a battery/tire fee on a tow dolly plus sales tax for the location of the dealership, not my home county sales tax. When I contacted the dealership to ask questions on the fees charged, the response I was given is that these are standard fees they charge on every purchase and there is no way to not pay these fees even though a tow dolly does not require registration nor does it have a battery. They went on to state that they went over all the fees line by line with me before the purchase which is not true at all. They printed out approximately 20 pages of documents and simply put them in front of me and asked for signature on all of them. They then went on to provide the work invoice for the RV at the same time. While all this was occurring, it was implied that the total being charged of $1365 was for the tow dolly and work being done, not just the tow dolly itself. I also realized when I got home that the tire straps that usually come with a tow dolly so it can be used were not in my RV. When I inquired on the tire straps, the response I received is that they are not in the business of selling tow dollies therefore, they had no way of knowing tire straps are generally included so I would need to purchase my own as they "were not going to lose money on this deal" because they needed to add tire straps. When I inquired on the higher sales tax I was charged, the manager Pete confirmed they charged us the marion county tax rate and not the citrus county sales tax rate and I would just have to wait to get my refund on the overpayment from the state. I then went on to inform the manager that I was just going to return the tow dolly as I felt key information had been withheld from me and was told that he will refuse to take it back even though I did not sign anything stating that I could not return it nor does their store have any signage that returns are not allowed. He stated he is not obligated to take it back since it was all clearly explained on the invoice and it was gone over with me line by line before I signed the invoice. Even when I told him it was not clearly explained, he did nothing to correct the situation. When I explained that it was my understanding that I could return the tow dolly as they do not have any signage stating otherwise, the response I got was that it is my tow dolly now and they were not taking it back, period. I also have concerns with them back dating their sale invoices. When we purchased our RV from them, it was on 3/2/19 yet the finance person indicated the sale date as 2/28/19. When we questioned the sale date, we were told they needed to have a February date to meet sales quotas.
Return of the tow dolly for a refund
We are in the process of resolving this with our customer and will update once customer is completely satisfied.
I purchased an RV from this dealer and was assured it was in good condition. Afterwards, I discovered water damage and mold from roof/water damage.
I purchased a 2014 Voltage 5th Wheel camper from this dealer on 4/24/19. I traded in a 2008 Keystone Raptor and paid an additional $25,000. I was assured it was in good condition and specifically asked about the roof and was there any water damage. I was told directly by the sales rep and service tech that the roof was sound and there was no water damage. When I got it home, I had it inspected by a Master Certified RV technician and he discovered multiple holes in the roof, significant water damage and rot, mold inside making it uninhabitable and he provided a repair estimate of $10,767. I contacted the dealer multiple times to work out a settlement and/or repair and was told "you should have checked the roof yourself before you bought it". The dealer refused to do anything about it other than offer to repair the damage at my cost.
I would like the dealer to pay for the repairs needed to the roof. I do not want the dealer to just "patch" it up, but to repair and replace all the damage and remediate the mold issue.
I have spoken with Mr. King. I offered to assist with the repairs at our facility. Mr. King advised he had an outside vendor completing the repairs. I asked Mr. King to send me a copy of his invoices to see if we could participate in the repairs. When we receive a copy of his repairs we will evaluate and make a decision as to what we can do to assist.
Sold us a RV as new when they were aware of issue with gray tank. They just looked and taped overdid not fix and sold to us . Did not tell us the prob
Ppurchased on March 29 sporttrek bunkhouse 32ft.
Sold to us by ***. 3000down and financed the rest 228000dollars. Bought on Friday took to our home loaded up on saturday drove to park in Sunday. Took a shower be on Tues and water ran right to the ground. Called took to weeks for a repair guy to come out, water in underbelly screw hole in tank. Optimum was to order tank, we just got tank and it's the wrong one. Two months of lies,no call backs now the water is pulled my black tank down. In Florida ,95degree weather black mold. The RV is ruined, and the manufacturer*** venture RV will not help and will not trade out this unit.my husband is fighting stage 3 Colin and liver cancer and does not need to be breathing black mold. Can someone please help us
Replacement of RV. They knew they were selling us a damaged RV. Sold to us a full price. Did not tell us of any problems
The claim states that we were aware of a screw hole in the grew water tank. To this we deny. If we were aware of a hole in the tank we would have epoxied it correctly or replaced the tank. Most likely this was done on the factory line and was missed by the factory and us. With that said, the issue is a warranty item which was covered by the manufacturer who approved a repair service to come to your location and fix. There was a delay in the ordering of this part due to poor communication with the sublet company to this we take part of the responsibility. The sublet mobile rv repair company found additional warranty issues with the rv. Those need to be addressed with the manufacturer by the owner of rv as we are not in possession of the rv, have not seen the rv and have not serviced the rv since it was sold. We are happy to help but we would need the rv brought back to our location so we can inspect and assist. We will reach out to the customer to see how we can help facilitate the manufacturer taking care of them in their area.
Being untruthful about warranty service and lack of communication to return customer updates.
Made appointment to have our Keystone travel trailer needed some warranty repairs. Called on weekly basis to get updates but no one knew anything about unit. Stated numerous service advisors had been fired and they were waiting for Keystone warranty approval. We found out that was a lie as we called keystone today, one month later and they stated they just received the submission yesterday and it would be 48 hours before decision could be made. So now we cant take it anywhere else since it has been submitted. Buyer Beware. Go somewhere else to buy a camper.
We want our camper fixed in a timely manner and to be kept up to date on the progress. Dont think that think that is to much to ask since they have had it for a month now.
Customer has been made aware of status of repairs. All repairs and warranty items have been completed with exception of one outside compartment door with decal. That particular item is on order but is not effecting the usability of rv. The customer has been informed that he is welcome to pick up rv and use and enjoy while we await the arrival of compartment door.
Never new about a bill we owed. Two months later during a warranty service was presented with a bill.
We traded a travel trailer for a 5th wheel camper on Feb.28, 2019 our salesmans was Mike *** we told mike we needed a hitch during this sale and told us no problem we will work it in. In order to make everything happen we needed $1500 cash so we made the deal. On March 5 2019 we signed papers and handed them the 1500 cash while we were signing papers they were putting a 5th wheel hitch on our truck in service as to we thought was part of the purchase when all was done we shook hands with all involved and off we went with our new camper nobody during this time presented us with a bill or mentioned we owed anything. 3 weeks later we had a few issues ice maker, charging port and the hitch was making noise called Lynda *** in service brought it in and they fixed the issue within a couple days We picked up the camper thanked Lynda and left no mention of any kind that we owed a bill On April 2nd we went to use the camper and tried to open the awning and it opened less than halfway and stopped would'nt go in or out so I called there service department and spoke to a mechanic on issue he told me there was a recall on product so we managed to get awning back in and brought it to them April 8 Lynda wrote it up and said we will have it back to you in less than a week again still no mention of outstanding bill 3 weeks and still no camper done was told by another person Dominica that it could take up to 6 weeks for warranty approval than another 2 weeks to get it put on and by the way you owe us for a 5th wheel hitch she said my husband said what are you talking about I don't owe nothing you better check your paperwork again that was all part of our deal she said I'll call you back she never did so no call means they figured out the mistake Now we are in May and still no camper I called recall place spoke to James and he said Optimum hasnt submitted anything for your unit do they have a case number I can overnight the part I called Optimum and decided to speak to Lynda since I wasnt getting nowhere with Dominica and told Lynda the lies that they was saying how long the part would take she assured us she would handle it camper was done 2 days after that again no mention of a bill we owe On May 9 we went to pick camper up the camper is not out front to pick up we asked were it was and Dominica replied don't know not my case anymore rudely so we waited outside in the parking lot till they found our camper 25 mins later Dominica and some guy comes out screaming we looked around not knowing who he was yelling at and he screams again HEY YOU MR & MRS BUSHEY YOU OWE waving a paper AND YOUR NOT GETTING YOUR CAMPER TILL YOU PAY UP my husband said what are you talking about I dont owe nothing this was all part of our deal when we signed papers I was told again YOU OWE YOU OWE as he is waving this paper near my face YOU ARE NOT GETTING YOUR CAMPER TILL YOU PAY I started to speak and again even louder YOU OWE YOU OWE PAY UP I said you need to calm down he said I will not calm down you owe this bill and your gonna pay and you people are nothing but F--king liars we don't want your kind here don't ever bring your camper to us we will never do business with your kind again he said Yes your kind you are nothing but *** liars Against my will I gave them a credit card and paid a bill that I never knew about to get my camper and would take this up with a lawyer and fight it I did ask the man that was screaming during this whole ordeal what his name was and he responded Im the man in CHARGE thats all you need to know about me I did find out what his name was from the receptionist and his name is Pete and he's the GM I asked for a contact number for someone above him and he heard this and came back with a laugh and shouted YOU *** get nothing pay up and get off my premises Well my response back was Your an unprofessional D--K and I will find out what happened and who's mistake it was cause I know we are not liars
I don't believe we owe this bill we never seen a bill as was told all we owed was $1500.00 that's it almost 3 mths and 2 visits to optimum and no phone calls or even a bill was sent to us on this issue we would have never agreed to put a $2000 5th wheel hitch on, if we didn't have this done with all the finiance papers we didn't have that extra money to get hitch We would have searched for a better deal somewhere else We definitely deserve an apology from Pete General Manager at Optimum on his language and behavior during our ordeal with him on May 9 2019 we were verbally assaulted and humiliated in front of customers and his coworkers shouting and waving a paper in my face in the parking lot. We are seeking the reimbursement for said 5th wheel hitch cost words in
The customers were trying to skip out on a bill that they clearly owed. We have attached a signed (by customer) We Owe that states that the hitch was to be paid for by the customer (them) outside of the rv purchase. We're sorry at how this money had to be collected but we honestly don't train our employees on having to chase people down to pay a bill. Most customers and people are honorable and we don't have to chase them or force them to pay for something they agreed to.
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in complaint we never tried nor was gonna skip on any bill we didn't know anything about if that was the case why would we bring camper back to service 2 times or even call if we was trying to not pay a bill makes no sense their was no contact with your business ever regarding a bill till 3 months later and we get verbally assaulted and not even trying to talk about a bill just a GM screaming in parking lot in front of other people. We told salesman and finance we could not come up with more than 1500. and they told us no worries they would work the deal. We never lied about nothing. yes my husband signed that WE OWE paper when we signed 25 other finance papers as well and husband did ask the finance guy said no worries its all zero amount you just pay 1500 that's all. we was there all day from 830 am till 350 pm and not one person ever approached us with a bill or even mentioned us paying for a hitch. So please tell me if I was trying to avoid or as you put it skip out on a bill why would I bring my camper back to you to work on 2 prior times before this and one of those times was to adjust the hitch makes no sense if I was trying to avoid never paying a bill and the language that was used by your GM was very inappropriate then telling us people like you and you will never get service here don't want your kind
The issue that we have here is that you agreed to pay for a hitch and install with service. You knew exactly what you paid for and didn't pay for. It says it clearly on the form that you signed and that we submitted to Revdex.com as proof. In the finance office you had a conversation about your down payment being $1500. One item does not equate to the other. Just because you came back for service twice doesn't mean that you don't owe the bill. Your upset about the interactions you had with staff once you refused to pay what you agreed to pay for. Your argument being you told the finance manager you only had $1500. Well that applies to the loan on the camper not the hitch and install. If you didn't realize that it wasn't included with your financing or you didn't have the cash we could have worked with you but you denied you owed on a clearly purchased item therefore your intent through staffs eyes was to defraud our company. Your being upset about the way we collected the bill that was clearly owed to us does not justify not having to pay for it.
Document Attached***
Since filing this complaint against Optimum Rv The smart arm that we went to have fixed by them so we thought was never done cause we had the same issue once again and I again contacted the recall center and spoke with James since he was familiar with the case and also contacted *** personally spoke with a representative He has my letter to your company and has given it to upper management they sent me to a reputable company that repairs I have proof that the smart arm was never replaced or sealed properly enclosed are pictures. along with 2 pictures of the same component serial number is the same so it was never replaced none of the wiring was replaced because the new one is all sealed all Optimum did was throw some clear silicone on it as picture shows I'm very disgusted with the way I was treated and lied too that they fixed this as you can see the awning also came out by itself just like the last time before said (Optimum) fixed it luckily we were not traveling when this occurred this company has a poor business practice for lying to its consumer. For a month I could not use my RV due to there negligence on repair of this said awning. I guess I will have to seek a legal representative on all the matters I have submitted past and present since your company can't and won't resolve this issue
Loss of time with rv every week they say we are gonna have it back next week
We had ordered a forest river Sabre 36 frp from optimum rv for a trip that was coming up we had a normal bumper pull but wanted something a bit more stable going down the rd so we got a 5th wheel. We got to optimum and was a new version of the unit that the manufacture did not disclose. We had ordered the unit with the sink in the back the unit that came in had a double fridge. optimum had promised that they would contact the manufacture and would install the sink as soon as the unit was back. On our return part of our trip we had called the dealership to get approvals going for warranty. I had taken photos of vin and model numbers. when I had arrived they had not done anything with the peaces they said they were gonna pit in for approvals. As time progresses we find out the service tech who was working on it was drinking on the job because we found a lot of vodka bottles threw out the rv. As we went threw to do the inspection we had found that when they had brought in the slides they had left a screw on the floor and that then ripped a 9in gash in the vinyl. fast forward and we have been getting emails saying that the unit will be done next week sense 3/20/19 we did a site visit on 4/18/19 and they hadn't even put the floor in yet and had everything ripped out of it. So we continue to wait with no real expectation for completion.
To fix the rv in its entirety and in a timely manor.
We are in the process of completing the work to this rv. We apologize about how long it's taken and the continued delays. However, this ticket had 8o lines items to complete. At inspection on 4/25 there were another 10 line items added to job. Once again we are working to complete in a timely manner and we apologize that it's taken as long as it has. Thank you for your continued patience.
(The consumer indicated he/she DID NOT accept the response from the business.)
We still continue to wait. We had got a call right after posting this that the camper was done yet to have a call 2 days later saying that the camper was not complete. We have been more than patient while waiting for our camper to be ready. Most any of the line items could have been completed while the floor was being "unfolded". The floor that optimum had destroyed while one of its employees were "drinking" on the job. The unfortunate part of this worker is communication was impossible due to lack of English. Example: we were standing out in service bay for two hours trying to describe what was wrong in child like terms and still not have the comprehension to complete the tasks even after his fully comprehensive boss sign off on what we were saying, and had full knowledge of what needed to be done. The camper has also not been in the bay for the line items to be fixed a few times we have been up to grab this from the camper we have pre called to make sure it's accessible by asking "how's the camper looking"? Every time we get the same response "it's coming along a tech is working on it in a bay now". Just to show up "Unannounced" and find it sitting in a field in the mud.
Also we are going on a lot longer time frame of it being there... When we had originally picked it up they said to bring it in right when we got back from my first trip and that they would take care of everything that was needed to be taken care of. On our arrival back from our trip we were told we had to wait two months before we could even be seen at the dealership. Even after saying when we were going to be returning before we even left on the trip. What would be nice is if we pulled up and saw the 2020 Sabre 38DBQ. It's the most comparable to our current model and would be just like if we walked out last year. I would have to take back all the negative things I have said but unfortunately I feel it will just grow in more negativity.
At the end of the day, we are just a short time away from the 6th month mark of 2019 and our "new" camper a (2019 Sabre) that had been used on a single trip since August 2018 sits and rots on a lot where we put our trust and faith into a company.
After investigating this matter further we determined that there were in addition to many warranty flaws, faults on behalf of our service department in rectifying those issues in a timely manner. It was our determination that we would make these customers hole again as best we could. We have traded them into a brand new RV at no additional cost to themselves. We have further terminated the employees who were responsible for this situation.
I had strong disappointment of optimum rv. For many reasons the biggest is that they held our brand new 2019 in service for 13 month. But they have swayed my mind on the hospitality and integrity of their business. Not only for doing the right thing but for going above and beyond, bringing integrity straight to the customer.
After about 3 months of none speaking optimum had reached back out to say they would honor our deal proposition. They did everything right after that point. From being treated like a vip while obtaining our new 2020 rv. To the physics change over. They handled and rectified their old habits into new strong customer oriented service.
This dealership never addressed my RV damage and had it for months at a time on three different occasions.
From the first day I bought this I RV I noticed slides not closing correctly. The very next morning less than 24 hours of ownership I noticed a separation in the wall structure, but this would close back up once I unhooked it from the truck. I addressed this with the dealer more than once, even showing them in person what happens. They never addressed and never took it up with the factory. And now they will not even answer the phone for me or call me back. I have called at least 6 times, and sent emails many times.
This has went on too long and my RV has too much exposure to elements and the flexing is too drastic. They need to replace my RV. Or just buy it back.
We have as you noted performed warranty work to your rv. We performed warranty authorized by the manufacturer. If you are not happy with that or you disagree with what was approved we recommend that you contact the manufacturer direct. Furthermore the warranty that you received is between you and the manufacturer. We as a dealer and can only repair what is authorized by them. Any type of buy back that you might seek would have to be done between you and the manufacturer. The liability of the warranty and product fall to the manufacturer.
(The consumer indicated he/she DID NOT accept the response from the business.)
NO, you did not perform the warranty work. You have never once addressed the flexing or movement of the front of the trailer when the trailer is hooked to the tow vehicle. You broke my bedroom door, admitted it, and never fixed it. You did not change or reseal my garage window, you never looked at the vinyl floor, you were actually fixing the wrong area. You first attempted to fix my slide room issue by shimming the wall of the RV outward with blocks of wood, I have photos by the way. Then after the second 60 plus day stay at your facility you adjusted the slides ONLY CLOSE FULLY, you never once even thought about how adjusting one way might affect the other. So now the slides do not open fully against the interior wall. My bedroom AC control has never been replaced either. Most of this stuff you tried to bill the manufacturer for and I had to tell them this stuff was not done. Almost all of this stuff should have caught during PDI, but it wasn't. My RV is at another facility getting all work done and authorized by the manufacturer. The same manufacturer you claim did not authorize you. In the end, you did nothing. Three different service directors your place had during the ten months I worked with you. And now, I had to get manufacturer involved because and all of your employees will not even talk to me. What else was I supposed to do? Just keep my 80,000 dollar RV that was not correct? You did not only drop the ball here, you did not even come out the field. All I expected was to be treated fairly, and with respect. NONE of that happened. You lied, and tried to get me to go away. I am attaching photos for all to see. I want nothing from you other than people to know how you treated me, and of course your response for all to see. The manufacturer will bill you for the door replacement. Please see the pics showing your attempt at a lame repair, and the garage window picture is especially telling. The blue tape Ed put on the window showing where the leak was is still on the garage window and there is even water around it. This is the window you claimed to have replaced. Did you remove the blue tape from the old one and put it on the new one after install? Look at my hand going behind the slide. Look at the water dripping out of my trailer on the ground at your facility. Notice the ground how dry it is, notice the dirt on my jackpad how dry it is. This is water that was sitting in my trailer structure and when you brought it out with your forklift, the water moved and started coming out. Clearly not fresh rain or condensation. Look at the extremely noticeable gap in the caulk on the over hang area of the trailer. So please, tell us all how you fixed everything?
As customer states, he's at another manufacturer authorized repair facility getting any issues we may or may not have missed fixed. We can't address these issues or properly inspect them since the rv is not in our possession. We wish this customer the best and will make efforts to investigate and prevent this type of confusion from happening again.
(The consumer indicated he/she DID NOT accept the response from the business.)
Optimum, you guys are funny. You had my RV for more than 60 days at a time on more than one occasion and did nothing. This is why I had to take it to another dealer (not another manufacturer) and I had to get the manufacturer involved. I actually called you guys several times, and emailed several times as well, and got no response. I wanted to get it back to you, but you never answered me about your final conversation with Gary Myers at heartland. You also still HAVE NOT PROVIDED ME WITH THE DELIVERY INSPECTION SHEET. You also broke my bedroom door, and promised to replace it. I even have an email from *** Virtue, the service director, saying that he will work with new dealership and pay them for the door replacement. I f you would have answered me either phone or email like a professional, respectable business, we would not be at this point.
Incredible Company. Huge selection, great service department. Highly knowledgeable sales team. And, OH Yes, super prices.
Lack of concern for customer satisfaction, rudeness, failure to submit paperwork in a timely manner
I purchased a new 2018 Prowler Lynx 28lx from this dealer. Upon delivery (4/6/19), the converter was not functioning. I didn't actually know this was an issue until I had a chance to set it up on 4/13/19. As the coach was delivered to me, I called to have them pick it up to fix it and explained that I am 2 hours south of the location and it would cost me more time and money to fix an issue that they should have caught. I was told "Usually when people buy an RV, they have a way to haul it" and that they would not come get it, I could pay someone or pay for a mobile tech to come to me. When I took it to a closer dealer that services Heartland products, it was discovered that the warranty paperwork was never submitted. I paid them on 3/25/19, took delivery on 4/6/19, discovered the issue on 4/13/19, and finally took it to another dealer on 4/20/19. Today, 4/29/19 I have been informed by the dealer doing repairs that my warranty was not submitted and it will take even longer to fix the issue as the part cannot even be ordered until the warranty is active.
As I know I am not the only person who has had numerous issues with this business, I just want my coach to be working as it should and to not have to deal with them anymore. I want assurances that all of my paperwork has been submitted as required and that everything is finally done. This has been a nightmare from start to finish. I love my coach, but I need to be able to stay in it.
To all whom may read this post: As a company we strive to satisfy every customers needs and make every effort to provide quality service but we cannot satisfy everyone, especially when customers stated issues are out of our hands:
1. Customer contradicts himself in first statement. "upon delivery (4/6/19) the converter was not functioning." Then customer says "I didn't actually know this until I had a chance to set it up on 4/13". On our pre delivery inspection the converter was reported as working. In addition no note of a failure was noted on delivery walk through with customer. We suspect there was a failure at some point between 4/6 and 4/13. A number of things could have caused this and this type of situation is not uncommon on a brand new RV especially a 2018 leftover.
2. Customer expected us to drive two hours to fix his RV. This is an unrealistic expectation from the customer. Customers warranty is between him and the manufacturer therefore there are several factory service centers that he can receive service from in his area.
3. All he needed was his bill of sale in the first thirty days to receive warranty service. His issue here is with the other dealer who is trying to place blame on us. This delay is in conjunction with receiving all tag and title work and is completed together after all funding and bank paperwork are complete. This is the same with all dealers. As of now his warranty paperwork has been completed and we have proof attached that it has been previously registered.
We would recommend that you contact the factory if this said dealer is unable to pull up your clearly registered RV on Heartland's portal. If you do not get satisfactory results from that dealer, request another dealer in your area from your manufacturer.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, this customer is a female. You make assumptions based on first name alone. Now onto the points you addressed.
1) There was no delivery walk through. I did an inspection at your site almost a week before you even delivered it. When your guy delivered it, he unhitched it and left. So there was no way to know what was what at that point. As for your pre-delivery inspection, when I spoke with your service people, they told me that there was no way to know if the converter was working before it left you and that there was no note about it functioning or not functioning from your service people. Also, if you admit this type of problem is "not uncommon on a brand new RV especially a 2018 leftover", why was it not noted in any part of any inspection done by your people? If your service people know this is a common issue, shouldn't it be checked as thoroughly as possible before the coach leaves your possession?
2) I expected you to honor the fact that it had an issue from the first second I did anything with it. I also did not appreciate the attitude from your people when trying to resolve the issue with you directly.
3) So you are telling me that the warranty did not need to be activated by your people in order for any other service shop to complete warranty requests? If that is the case, I'd still like to know why it took almost a month to process all of my paperwork to get it active when it took less than 24 hours from calling you to have it done. Also, when I did call you about the warranty, everyone I talked to was very uncertain as to why it was not done already.
In the time it took you to even respond to this issue, the other dealer has completed the work and was much less rude and disrespectful to deal with.
We have reached out to Ms W several times by phone and would be happy to offer some sort of good faith compensation, however we have not been able to reach her. We strive to make our customers happy and we have failed in the case of this customer. For that we would like to make amends. We are not satisfied if our customers are not satisfied so we want to make clear that our responses are simply to state our case and the facts.
1.) Customer states that the converter didn't work when she got it home. This is a problem as she purchased a new RV and expected it to work and it didn't. It was our obligation to make her happy and for not doing that we obviously failed. Our previous statement was simply referring to the fact that even if it worked at the dealership it's not uncommon on an RV to have a failure sometime between delivery and setup. It is more probable that we missed something at delivery but there's no way to be sure.
2.) When the call came in she was referred to a local dealer as this IS a warrantied item. We were over two hours away and there are mobile techs in the area that could have been faster. We should however have done a better job of coordinating this for her. She shouldn't have been expected to drive her RV 2 hours that soon after purchasing. Changes have been made in our processes and how we coordinate these situations now.
3.) We apologize for the confusion but our corporate office handles registrations for all our stores. It is done hand in hand with title work which is processed within 30 days of your purchase. This is how the entire industry works. If you have a failure with your RV within 30 days you can simply show your bill of sale to another dealer. In those instances it can be rush registered. Again, this shouldn't have presented a problem to you. We have educated our staff on this so as to not have confusion with future customers.
Again, to reiterate. Our customer service or lack there of was terrible. We have been continually, but especially most recently making valiant efforts in correcting our customer experience, service experience etc. We apologize for the trouble and our happy to offer some good faith compensation. Please feel free to contact us.
Optimum RV is not doing what they say they will do. I have had my unit 8 months and nothing is being done.
We purchased our RV from Optimum RV in August of 2018. When the service tech was showing us the RV before we took it home, he pointed out some of the issues the unit had and assured me the parts were already ordered and as soon as they got them, would let us know. I called several times over the next 6 months trying to get a response but never got one. Finally, I got a hold of David Virtue, who is apparently the new manager and he told me that our work order for our unit had been closed. The only issue with this is nothing was ever done. Someone just closed it and I guess hoped we would forget about the work that needed to be done. David told me he opened another work order for our unit to get fixed. That was in February 2019. I call on March 27, 2019, of course David was busy, which is the normal response, so I spoke to a guy named Bob. Bob couldn't find anything in my name and said David would have to call me back in about 10 min or so. That was a few hours ago now. Now I don't think David ever actually opened up another work order for me. I have written an email so I will start having everything in writing. I have asked David to send me a copy of the work order that he supposedly opened with the date on it. Seriously doubt I will get that or even hear anything back from him. This place should be shut down in my opinion. People deserve to know how this place conducts business.
The resolution I am seeking is for them to take the RV back and refund my money.
This customer has been contacted and updated. All items are complete except for one tv shelf that had to be reordered due to being damaged during shipping. We will update once complete.
Please see attached emails. I was charged for an inspection/ prep fee and a complete insoection amd detail of RV were not done.
Dear David V and ***,
My first issue was that when buying our camper it was not communicated to me that we needed a "7 way plug" instead of our 3 way plug in order to be able to hook up our camper to our truck. I discovered this AFTER I had already purchased the camper and went to pick it up on Jan 5, 2019. I paid a baby sitter that day to watch my children so we could go and be trained in the use of the camper yet we weren't actually able to leave with the camper because we did not have the correct hook up. We were shown how to operate some of the equipment in the camper that day and were told when we came back to get it they would finish showing us how to set it up. We dropped our truck off with your service department a few days later to have the 7 way plug AND a friction sway bar installed. When we went to pick up the truck AND the camper on January 9th, 2019, I paid the bill and they brought the camper and truck around to the front parking lot for us. The technician showed us the 7 way plug and how to attach the camper to the truck. When I asked how to operate the friction sway bar the technician said "there is no friction bar on here." Keep in mind I just paid for a 7way plug and friction sway bar parts PLUS installation fee. I would have paid for a service that had NOT been completed as charged, had I not asked how to use the friction sway bar. They went and got the friction bar. The technician then installed it in the parking lot. Then I asked to be shown how to raise the top of the camper. It wouldn't raise. They said the battery for the unit was bad and needed to be replaced so they replaced that, in the parking lot. It still wouldn't raise and after some trial and error it was determined that a new lift arm with motor unit was needed. They went and got that part and installed that, in the parking lot. Then one of the side panels would not lock or stay closed so that had to be repaired, once again- in the parking lot. You can imagine my frustration. This is the day we are supposed to pick up our fully inspected, detailed, and prepared camper. There is NO WAY a "210" point inspection was completed prior to our scheduled pickup day. Although we were charged a $999 fee for "inspection, detailing, and dealership preparation." The spider webs in the cracks of the camper and mechanical issues found on day of pickup are a testament to that. I am not saying that fraudulent activities were purposeful, I feel like it occurred because of poor communication and organization. That being said it is still fraudulent charges. Staff was prompt in attempting to resolve all issues but these issues should have been identified and handled prior to pickup. I was charged for services that were not completed and want to be reimbursed for the inspection and prep fee.
I spoke with ***on Jan 16, who offered a "credit" to use later in their service department and to detail the popup. I declined stating my distrust of of the companys work and requested a refund. He agreed to refund only $300 and stated it would arrive in 3 weeks. That was January 16th. Ive called once and emaiked him since then asking where the refund check is. He has not responded.
I am seeking a refund for the inspection/prep fee that *** promised to send me and hasn't. Hinestly at this point I feel like I deserve a full refund of the $999.00 vs only the $300 he agreed to pay.
After reviewing your story you stated that all the issues found were corrected. Your words "Staff was prompt in attempting to resolve all issues but these issues should have been identified and handled prior to pickup." It's obvious that mistakes were made and we apologize but we did resolve those issues. *** is no longer with our company so this is no doubt why you didn't receive the promised $300. We will honor the $300 that you state he said he would pay for the frustration of the situation. Please provide name and address to send payment to.
ADDENDUM to my earlier post --- and lamentation that I can't rate them with negative stars --- as of around 11:am EST February 26, 2019, ALL negative customer reviews and comments .. and, trust me, there were plenty .. have been removed from Optimum RV Ocala's *** page. What does that say about them? That they are trying to hide their far less than desirable customer service, lack of product knowledge, lack of follow-up and follow-thru, blatant lies and deceit felt and expressed by a LOT of customers. They are trying to cover up their scamming tracks. How dishonest can they get?? Quite dishonest!!
After working with Optimum RV in Ocala, Florida for over a month I finalized my purchase over the phone and gave the company a 500 dollar down payment. I was told that I could purchase any travel trailer under 20,000 dollars as long as I could show proof of employment. The pickup date for the trailer was about two weeks a way and a manager called me and said that I needed to pick it up a week early because there has been a lot of calls on the used trailer and he wanted to make sure that I would sign the paperwork and pick it up. I agreed to pick it up a week early and drove the 500 miles to pick my trailer, spending the night in a hotel on the way so as to break up the drive up back to the Key's. Long story short, when I got to Optimum RV in Ocala I signed the paperwork and they hooked up my new RV to my truck then the manager informed me that there was a mistake and he needed half of the purchase price in cash or a cashiers check within an hour or it's a "no deal". Heartbroken I could not come up with the 10,000 so they unhooked my trailer and I had to drive back to Key West empty handed.
The people seemed nice but that's no way to run a business!
cannot even actually figure out where to beginpurchased new travel trailer and from first day all water lines leaked (fittings were never tightened) the roof leaked in several locations, the shower will not drain without using a plunger...and their staff turnover is thru the roofGuess they are all tired of getting yelled at by customersfeel like we have spent more time dropping unit off for service then actually using itAbsolutely horrible experience...don't walk from this place....RUN
The experience was positivePrice was fair, delivered on time, and professional staff
Our experience was an absolute disasterThe general manager took complete advantage of my year old disabled veteranThey sold him a wilderness camper that leaked, the refrigerator did not work and there are holes in the floorThis camper is about a two thousand dollar camperWe paid them two thousand dollars in cash and one thousand dollars on our debit card then we received a bill stating we had only paid two thousand and our balance is $As for the missing one thousand dollars we paid in cash to the general manager in his
I was happy with the help of a sales person Jeanne - she always responded quickly and suggested possible options for us to buyShe understood our urgent needthanks melanie