The Great Outdoors RV

Probably the WORST customer service I have EVER seen from a service department.
I purchased a brand new 2021 Vengeance 5th wheel Toy Hauler. I used it for the first time this year in mid July and the reefer (refrigerator) wasn’t getting cold and despite being on 220v and testing on gas would NOT get below 44f.
I dropped the unit off on July 27th, with Joyce. I received a text from Joyce on August 10th stating warranty claim was submitted. 1st week of September I check in to be told still waiting on approval…but here are the contact details at Forrest River (RV manufacturer). Call Forrest River have zero knowledge of the claim…..back to The Great Outdoors RV I go and get told oh sorry about that…. 4 weeks go by and I hear nothing again.
In I go again to the Great Outdoors RV to be told yeah we heard back from Forrest River the claim needs to be submitted to Dometic (Reefer vendor) - again Joyce said I would get a call back.
Nothing!
Fast forward to NOVEMBER the 9th I go into the Great Outdoors RV again and speak to Joyce - I have great news she says it looks like your reefer unit has arrived, and I will call you Thursday to confirm.
You guessed it NO call, forward again to Saturday the 20th November I go in again.

Joyce now says Forrest River want more tests done on the until, they say it gets down to 36f now….. well duhh it’s 39f outside!!!! No wonder it works now.

I have not had a single call from this damn company telling what is going on.
And guess what
The Great Outdoors RV still has my 5th wheel and we are November the 20th!!!

It’s a pretty safe bet I won’t get a call back as demanded on Monday 22nd.

If I ran my business like this I would be out of business!!!!
There is NOTHING great about this company at all.

We purchased on 7/6/19 our problems began 7/9/19 as we opened our pop up for the first time. We removed the plastic from the mattress to find it saturated the wood beneath warped. We contact Matt. He was apologetic & replaced the mattress.
Our problems continued. We called from 3 mountain locations & spoke to service tryting to resolve an electrical issue. We couldn’t get through a single day without loosing all power. They suggested we completely disconnect the radio (it would not turn off) and check all the fuses.We did.The issue was not resolved.
A week before our appt they called to reschedule. They were moving their dealership. A reschedule that would put us outside our warranty. I contacted Rockwood to cover the work.
 We store the camper in our garage so it took camping in a thunderstorm to find the leak. We knew it came from the fan. Our steps had fallen off the kitchen did not fold properly, our stove top cover had come off, our door panels had collapsed, and there was that electrical drain.
I received a call the next business day stating everything was fixed, but they could not replicate the problem with the door or the electrical. Mollie said the issues with the stove cover and the leak were both due to “incorrect factory install” the fan had been “installed in the locked position”. 7/31 it took us nearly 3 hrs and to the everyones frustration we arrived as they were closing to pick up. We showed the technician the problem with the door he said he could repair it yet did not. We were handed an invoice for the leak repair and the electric diagnostic. Matt said he had the #1 electrician in the state found no problem so we had to pay for the diagnostic. Then proceeded to yell at me about about an email I had sent canceling a sales appt for a new RV because his deanship has "opted out" of our state mask mandate. As I said to him, I have no idea what that had to do with our warranty work.

The great outdoors knows their products, Ryan in Sales, Meit in questions and closing, Josh and his boys in service, Adam in parts and Nicole in service scheduling. I am so impressed with the process and the steps to walk through the warranty. My only suggestion to you as a consumer, make sure you do your research on what your truck can tow and how much weight that it can handle to break the load your about to purchase, don't forget to think about ALL the personal items you will be loading down as well as fresh water and your dump water. We did not know what to expect on this and we needed to upgrade our truck, which is fine for us, but make sure your ducks are in a row by talking to the dealership that sold you your truck or suv. We bought the Roo 23 IKSS, this is a Hybrid hard shell and the two pop outs and two pop down beds, this is an amazing trailer for a family of five. Again we love these guys and we will be back, CHEERS!

Please keep up the good work and Thank You all Again!

I've bought parts and had service completed on my Roo by these folks and they have always been priced right and do quality service. I've never bought an Rv from them, but I would suggest them for a look on anything you need or want.