Complaint Review: ExploreUSA RV Supercenter

If one purchased a boat, but from the first time it was launched it would never start and always leaked, you should expect to be able to return it under warranty. If the dealer couldn’t fix the problems, you should normally expect the option of having him refund your money. That would be the moral, ethical, and good business practice thing to do. However, if you buy an RV from ExploreUSA RV Supercenter that has compatible problems, you can expect to take them all the way to court.

We purchased a Brand-new Crossroads/Hill Country 32-foot RV in August 2012 from ExploreUSA RV Supercenter in Seguin. The salesmen were very charming (“Ambassadors of Fun” was what they called themselves) and told us that if we ever had a problem, bringing it back to them at the dealership would make sure we would move ‘to the front of the line’ for service. Since then, we have only been able to use it three times, yet have had to return it to the dealership numerous times for structural water leaks. They have misdiagnosed problems as well as failed to diagnose others, and demonstrated general incompetence in every facet of service. We have progressively been mistreated and belittled by their representatives until we feel we can no longer reasonably interface with them.

We obtained an extended warranty through the dealer and have repeatedly tried to work with them to resolve these issues. We finally notified the RV manufacturer and we gave them a final opportunity to repair the problem, even going as far as meeting with the President of ExploreUSA RV and agreeing to give him one more chance to fix the problems based on his personal assurance. His promise turned out to be worthless. Despite this good faith attempt on our part, the promised repairs were again never made, although we were notified that the problems had been fixed. The General Manager resorted to belittling and ridiculing us when we tried to have them repair the defects. They have gone so far as to try to get us to sign a fraudulent work order. They have instead seemingly tried to hinder and delay the process until the warranty expires. When we finally took the unit to a different RV service company, within a few minutes they discovered the true source of the water leak as well as a problem with the electrical system – one that had been there since delivery – that the dealer had never correctly diagnosed, and when we told them on several occasions of symptoms, they told us we had caused them!

When we bought this RV, we were excited and longed to use it for relaxation. It has now only turned into a source of stress and conflict when trying to get it in usable condition. It is not unreasonable to expect a purchase of this expense to be professionally checked and prepared, as well as competently serviced and problems analyzed thoroughly. It seems that the sales people do a great job of putting on the happy face to make the sale, but after we signed the contracts, the promised service and customer support were nearly non-existent. ExploreUSA has a competition for the sales staff every year, that whoever sells the most units gets a trip to Hawaii.  Well, in 2012 we put our salesman over the top, and he did get to go to Hawaii - and the only place we have gone is to the repair shop! 

We have since discovered that we are far from being alone in experiencing mistreatment and deceptive sales practices by ExploreUSA RV. Please go to AskMeWhyExploreUSARVSucks.com and you can find links to numerous websites outlining complaints against the company as well as websites to the Better Business Bureau and The Consumer Complaint Agency. RipoffReport.com is another outstanding place to help get the word out! Also, if you have a problem with a deceptive sales pitch or promises made and not kept by employees at ExploreUSA RV, use this link to the Texas State Attorney General’s Office to file a complaint. The nice lady I spoke to there said that the online form is the easiest to use, and when they see a trend in complaints, they will start their investigation of the company. So take the 10-20 minutes (depending on how long you want to make your complaint) and make sure you specify ExploreUSA RV Supercenter. It WILL make a difference!

https://www.texasattorneygeneral.gov/consumer/complain.shtml