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.

Be careful of their pricing on their products. Nice people, but they will tell you what you want to hear. I can't say that after our experience that they are out to make sure the customer is educated on the product and happy with their new purchase. No such thing as a return policy for a lemon. We bought the Roo 23 IKSS, back in May of 2014, this was their new 2015 hybrid. We were there 2 FULL 8 hour days looking at all the product, we made certain that they heard what we needed it for. We explained to them that we needed it for All season and at bare minimum for 3 seasons for work 1 to 2 weeks a month and for pleasure.We used the ROO for 5 months, and this product was disappointing. They did NOT explain about the condensation that would occur. My wife and three kids were staying in it this last June and July, for work, and we had some great amount of rain that came to Denver. I remember waking up to our beds being wet from the humidity. Our sleeping bags were wet and the condensation would drip on our faces. It felt as if we were in a vapor canopy. We called the Great Out Doors, they said for us to take some pictures and we also brought it in for them to see. They said they have never heard of this happening. Humm! Interesting how one of their techs in the back admitted to see this happen a couple of times before and nothing could be done.We also had many other issues, the door latch could not shut right and would lock us out of the unit, island for the kitchen became lose, speakers never worked outside, awning would catch on the front door, and the frig would never keep the food cool, or would freeze. Finally, after using the unit for three months and waiting to see if The Great Outdoors would call us back, we decided to trade it in. They hardly called us back, only because I kept calling, we went up to Steamboat on the 1st week of September and we still had an issue with the unit condensating, plus our frig broke on the 4th day of our two week trip. We started losing all of our food. We went down to see them for another full day, although the huge disappointment is that they said we lost about $9k on our unit in four months. I could not believe it, after spending $26k on it, brand new! Wow! They would barley budge on this. We almost upgraded to a nice bummer pull, toy hauler, but my wife and I were not settled on the price, and felt that they lost our trust after stating that they were there to help, yah, in their best interest. Their new unit that they were suggesting would have been $52k or plus. Not a bad unit but, not as nice as the 5th wheels. So, we went shopping hard for another month from RV place to another. We finally found a great deal. It was used and was a 5th wheel with one of the best winterized packages. 35' long, with very nice options. 2012, so it was already depreciated. We got in to this unit for the price that they were selling theirs. They expect you to drive your unit down every time to fix a broken issue, they needed pictures. I could say for a new unit that should of not broken this often, we spent about 7 trips of drive time to get it there and then at times needed to leave it over night and come back to get it. Frustrating enough, they would not keep good notes and one employee that I talked to about the issues did not keep or write good notes, so when we showed up the other employee did not know why we were there, and they admitted that she does this all of the time. Well-overpriced, organized and uneducated about their products is how I would explain this outfit. What made me the most dishearted was when they said our $3k extended warranty would be transferable to the next unit, but when we got closer to possible buying their unit, they said we lost 2/3 of our warranty. When we told them that we were going with another company to b...

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.

I would like to thank the very helpful staff at The Great Outdoors Rv for a very helpful buying experience of my very first RV.