Complaints

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• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FeatherBuilt of ******, CO customized my Ram Promaster van to turn it into a camper van.On December 17, 2024, I paid the remainder of the invoice due. There were some incomplete items promised to me by ******* ******, the owner of FeatherBuilt. My build included a 3 year/36,000 mile warranty plus one free tune-up within 6 months.Since taking delivery, ******* ****** has not responded to a single email inquiry, has not delivered the remaining items to be completed, and has not delivered the promised support for warranty. I sent emails on Dec. 19, Dec. 25, Jan. 21 (3), and Jan. 23. No van wiring diagram. The wiring diagram is crucial for future enhancements (solar), future modifications, and repairs. No appliance ********** maintenance and care documents. Having those documents would get me the maximum longevity out of this expensive build.Because I paid in full with many tasks left undone and because I have not received the full warranty promised in regards to problems in the van, I am asking for a 20% refund of the total build price. Total build price was $36761. A twenty percent refund is $7352. I feel like the lack of warranty and support which I will not be getting after ignoring 6 emails deserves a hefty refund. The warranty and support was an important part of the agreed upon build price.I also request they do not use my build in any way on their website, as references of work they have done, or any promotional materials. I demand FeatherBuilt does not advertise/promote/market my build as an indication of what they can deliver. They have done an absolute horrific job and should not obtain future work out of past horrible work.

  Business Response

  Date: 03/27/2025

  Featherbuilt takes customer satisfaction seriously and prides itself on delivering high-quality, customized van builds tailored to each client's unique requests. While we strive to resolve all customer concerns in a timely and professional manner, this particular case has involved significant communication challenges and expectations beyond the agreed scope.

  Throughout the build process and subsequent interactions, we made every effort to accommodate this customer's requests, even when certain demands extended beyond the original scope of our agreement or involved matters outside our control. Featherbuilt consistently sought reasonable and timely solutions, providing professional support at every juncture.

  Unfortunately, our interactions became increasingly difficult, marked by repeated instances of hostile, disrespectful communication, which made continued dialogue unproductive. This hindered our ability to provide further assistance effectively. We stand firmly behind the quality and craftsmanship of the van build delivered, which fully meets - and in many aspects exceeds - the specifications initially agreed upon.

  Regrettably, productive communication ceased due to the nature of interactions initiated by the customer.

  ******************** is dedicated to transparency and customer care, and we remain committed to delivering exceptional work. We appreciate the opportunity to clarify our position and will continue to serve our clients with professionalism and integrity.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23034391
  
  I am rejecting this response because:

  When I made payment in full, FeatherBuilt gave me the warranty for 3 years/36 months AND gave me a free tune-up within the first 6 months.  At that time, they said nothing about completely ending the relationship.  Instead they did the opposite. They gave me the warranty and gave me the free tune-up. I have attached their documents they gave me.  They are now not honoring either document and I demand the reimbursement per my original complaint.  The cost of the van conversion included the warranty and now they are refusing it.

  To say they are now ending the relationship violates both of those contracts. I would never have given FeatherBuilt full payment if I'd known they would not honor our agreement. 
  
  Sincerely,
  
  ********* (jan) *****