Action Line – General RV Center

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October 31, 2010

We recently visited family in Michigan in our RV. When we arrived at our son’s home, the RV steps would not retract. We contacted General RV and were told to bring the RV in as soon as possible.

We took the coach in and the technician reported that the motor was functioning properly, but our problem was with the control board. The repair was completed and the steps appeared to be working properly. The repair was covered by our Continued Service Plan (CSP), less our $100 deductible. We drove back to our son’s home only to discover that the steps extended and retracted but would not extend again.

We called General RV and they sent a technician out the same day. He reported that the problem with the steps was caused by a bad motor and control board. We explained that his dealership had just put in a new control board, so how could it have gone bad already? He explained that the faulty motor would cause even a new control board to go bad quickly. We were told we could bring it in again, but we had to continue our travel plans.

In Mississippi, we located a mobile RV technician who replaced the motor and steps and charged us $125. However, the steps would not stay extended and the faulty control board was to blame. The technician didn’t have one available, so now we have paid a $100 deductible for a control board that isn’t working, plus $125 for a new motor. CSP won’t cover another control board since they had already paid for one, so we are requesting a refund of our deductible so we can have the new board installed.

Action Line received an e-mail from Mr. Collins:

We got a call from General RV and today we received a refund of $100 for the deductible on our RV repair from General RV. After waiting almost a month for a reply from them, your letter obviously did the trick.

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  1. Luis P Couto

    This is a copy of a letter my mother inlaw sent to Cruise America looking for answers/help with the problems we had during our family vacation to South Carolina> Anyone know a beter way or have any advise please help!

    I am writing this letter to file a formal complaint. I picked up unit 300898 on Friday the 18th. My husband brought it home and to my dismay it wasn’t clean properly and had several damages on the interior. I ended up delaying my departure to clean the unit throughly. The tires were low and it was dead on E. The kid that did the walk through said ” don’t worry about the interior we are only concerned with the outside for damages.” I called to compliant and the girl gave us this website to file this complaint. Saturday morning we were on the road, I had to call customer service again because the windows and doors weren’t shutting properly. The moulding around the top bed was so lose it was shaking causing further interior damage, the outside light was out also. The window frames are so bad while driving they were rattling open and caused a tremendous noise. A second call was placed that same day, we were instructed to go to a CA dealer in VA., but unfortunately the traffic was so bad we didn’t make it there until after 7:00pm. So we drove on to Hemingway SC. We parked the unit and borrowed my stepmother’s truck so we didn’t have to use the RV. We were told everything was closed because of the long weekend. Monday we drove to Myrtle Beach, which is about 90 miles away. Called for Travel Assistance again, the RV was having drivability issues It was all over the road and the brakes were squealing. At this point I was extremely upset and had to continue using my stepmothers truck because I was afraid to let my grandchildren and pregnant daughter ride in the RV. We were instructed to take the RV to a “professional” so that they could assess the unit. Monday from 2:00pm to 4:10pm the RV went to All Season RV, 8550 Hwy 544, Myrtle Beach, Sc. He fix the moulding, changed the light bulb and looked at the windows. When asked to check the other issues he stated he wasn’t equipped to check the tires, brakes or steering box!! My family and I tried to have some fun so we decided to postpone an additional call until Wednesday. Wednesday we placed another call to inquire how the drivability issue was going to be handled. We were instructed to drive the unit to a Good Year Dealer, 750 S Kings Hwy, Surfside Beach SC 813-238-3339. We are complaining of a potential steering and or brake and tire issue yet were instructed to drive it. UNBELIEVABLE! Thurs. the unit was dropped off @ 10:17. Low and behold the unit needed two front tires and front brakes. We were down from 10:17am to 2:58pm, we had to buy breakfast and lunch out and again was delayed heading back to Hemingway to visit with the kids disable great-grandmother. Back in Hemingway around 9:30pm we started to pack up when my brother noticed a hugh chuck missing form one of the back tires exposing the steel belt. At this point, I was completely freaking out. Yet again for the unteenth time my husband called Travel Assistance. I’m not sure where they found the service man but he didn’t show up until 1:00am and didn’t finish until 2:10am. He had a hard time taking the tire off and putting on the spare. He also noted the tire should have been checked at the Good Year Dealer. The tire appeared dirty with brake dust, which indicated that GY didn’t check the back tires or brakes at all. WE didn’t leave until Friday around 10:00am and had to skip stopping in NC to visit our relatives there. We had to make one more stop in Fayetteville to pick up a spare, incase something else were to happen. That service took us off the highway and 45 minutes down. I have pictures of the condition of the unit and the tire. I was offered 2 days off the rental and 50.00 for my troubles. I feel that that would be a hugh slap in the face.

    * I drove 846 miles in a unit with bad brakes and tires

    * Was instructed to continue to drive it to a service center after complaining of a drivability issue

    * Lost an entire day visiting with my mother

    *lost out completely visiting with our relatives in NC

    *paid the mileage to service your unit

    * paid for food while the unit was down

    *Had to use my stepmother truck for safety and the fact that my 3yr grandson has Epilepsy and has sensory issues and the noise from the rattles could have sent him into a fit. The rattling was so bad I couldn’t hear my daughter sitting on the couch while I was on the dinette.

    * My husband just started a job and only has one week of vacation and that was it. The VACATION from Hell.

    I truly feel I should have the entire trip refunded. I am extremely disappointed about the entire experience. I can’t stress how important vacation time is to our family. We are all professionals and treasure our time off. This has effected myself, my husband, my daughter, son n law and two grandchildren 3 and 1. I would your appreciate to this matter as soon as possible. Please feel free to contact me for the service slips or any further information.


    Diane L Lord

    Diane Lord
    [email protected]

  2. Why don’t you say E-mail…..instead of just Mail

    I just sent you my experience and in the ‘Mail’ box I listed my home address. In the ‘Website’ I wrote my e-mail address.

    Please be more explanatory. Most of us are not computer gurus.

  3. James Scott

    Your new route planner is terrible to use. The old site was fast and easy to use especially for us 60+ travellers. We used it often for motor cycle and motor home travels, it had just enough information to get from A to B. The new planner has too much info. Thanks James Scott