Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Rossmonster Vans was hired to complete a van in December 2023. The completed van was shipped to me in May 2024. However, the van was shipped with faulty items and design flaws.The van was shipped back to Rossmonster Vans in June 2024. Rossmonster Vans stated they will repair all required items and adjust the design. I additionally agreed to pay for new upgraded items.Rossmonster Vans stated they will begin to work on my van after Independence Day. It is now mid August 2024 and the van has not yet been received. I'm seeking a commitment date on completion of said van and that all required repairs, design adjustments and new items have been addressed/installed in a ******* like manner.

  Business Response

  Date: 08/13/2024

  Hello, thank you for reaching out and we are saddened that you elected to reach out to the BBB as opposed to one of your designers or a member of our service team to have this issue resolved. As noted in your complaint, Rossmonster would like to state that we did enter into a contractual agreement, dated 10/31/2023 (attached to this complaint for records), that your custom camper build would begin on 4/29/2024 and conclude on 5/24/2024. This was a custom project with the material selections, components, layout and systems of the build representing features or options that you had requested. Prior to the project start date, Rossmonster provided detailed specifications for the build. The specifications included product names, system capacities, and detailed three dimensional renderings that included overlaid dimensions and annotations to help further illustrate the plan of action for the upcoming build. On 3/15/2024, you signed our Final Review document (attached to this complaint for records). For brevity, this document is a very important part in the design process as it's sole purpose is to ensure that you, the client, understand every aspect of the build, that these aspects are either features or options that you selected, and that you understand and approve that the detailed dimensional renderings meet your wants and requirements. 
  
  Once the Final Review was signed and Rossmonster was given approval to proceed with the agreed upon build, the build began. Rossmonster completed the build on 4/24/2024. The build was completed ahead of schedule, on budget, and to the specifications that we agreed upon. You elected not to pick up the vehicle in person and forwent our free onsite training, requesting that the vehicle be shipped to your residence. In an effort to provide the best customer service, you and a ********************** employee did a FaceTime walkthrough of the van prior to the vehicle being shipped and the Rossmonster employee offered to perform an additional FaceTime walkthrough once you had took possession of the vehicle to answer any additional questions that *** arise. 
  
  After a month of ownership, you reached out with a few requests for modifications and additions. We came to an agreement on the service work that would be completed and you elected to ship the vehicle back to Rossmonster's location and the vehicle arrived on 6/21. It is worth mentioning that the items on the modification list did not include any "defective" or "faulty" items and that the "design flaws" that were noted were built according to the agreed upon drawings provided prior to the build (build sheet and modification sheet attached to this complaint for records). In a show of good faith and in support of Rossmonster's commitment to provide the best customer support, the modifications requested were quoted at no cost to ensure that you would have a vehicle that you were happy with and excited to own. The modification work was scheduled to be completed as soon as possible and you were notified that this work would be done after the July 4th holiday, which would be starting work on 7/8. You requested to add additional components to the modification estimate, these components were additions that had not been discussed prior so these were quoted for you. Rossmonster notified you that these items would need to be confirmed for approval prior to ordering, and that most of the components would have a lead time of roughly one week. Rossmonster followed up via email requesting approval to order these components on 7/15, 7/16 and 7/22. Rossmonster received approval after hours on 7/22 to order these components and the components were all ordered on the morning of 7/23. The majority of the components arrived on 8/1 (roughly one week after the orders were placed) and the modification work began immediately. The modification work was completed 6 business days after receiving the components. 
  
  Again, we at Rossmonster are saddened that you are not satisfied with our service and work provided to date. As stated above, we have done our best to work cooperatively with you to deliver a custom vehicle that meets your needs. In the future, we hope that you will lean on our design and service team's expertise as opposed to filing complaints with third party entities. We have an entire team of people who are ready and willing to assist you with any bumps that *** be encountered down the road, but if you don't reach out and utilize these resources we will not be able to provide you with the best service possible. 
  
  Happy Travels,
  
  Rossmonster

  Customer Answer

  Date: 08/15/2024

  My complaint has been successfully resolved with Rossmonster Vans. Therefore, I withdraw my original complaint. All concerns have been adequately addressed with their representative. Regarding the complaint, Rossmonster Vans conducted themselves in a professional manner and contact was respectful. Rossmonster Vans acted quickly offering a problem-solving solution.  Occasionally, things don't turn out as originally expected. However, Rossmonster Vans has performed as one might hope, further adding to their unwavering and reputable reputation.
  
  Sincerely,
  ***************************