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:09/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I contacted Suncoast Vans (SV) in May for a partial RV conversion of my **** Transit cargo van, to begin my travel by August 1, 2022.***************************, an owner of SV, replied that they had a slot open and could begin my build "right away", provided me an estimate and contract for a full conversion (960 hours plus materials) totaling $54531. And agreed explicitly in writing to deliver my completed van no later than August 1.On May 14, I signed our agreement and began transfer of $25k to SV. SV picked up my van to begin my build right away.A month later I found out that SV took my van to a friend's house and stored my van, unsecured, in their friend's driveway for four weeks, finally pulling my van into their shop on June 13.June 15 I expressed concern about meeting my deadline of August 1, 2022. *** assured me I would have my van "by 8/5, 8/7 at the latest."On August 30, *************************** admitted to me that SV did not begin work on my van until June 25, six weeks after they picked up my van in May.SV missed delivery of my van on 8/1, 8/5, 8/7, then *** told me it would be completed on Thursday, August 18.On 8/25, *** let me know one SV builders quit in June and the other left 8/23. *** did not know when my van would be completed. He did not have the tools or ability to install my windows into the holes they had cut into my van. He needed a sheet metal guy to fix the cuts and another builder to install the windows.I found another shop to repair and install the windows and that upset *** and he terminated our contract.Most of the work that SV completed is a total loss and will need to be taken apart, redone, or corrected. I have already spent thousands on repairs and there will be many more thousands required to repair work completed by SV. I have had to cancel my trip.I require an explanation of charges AND refund.Suncoast Vans is falsely advertising and has been for some time that they have THREE builders. There was TWO builders and now only ONE.

  Business Response

  Date: 09/26/2022

  When you contacted us to build your *** we had told you that we had a full shop and would have room to bring your *** inside in 2-3 weeks. It ended up being 3 weeks that your *** was being stored because we simply did not have the room in our shop.
  

  
  

  We had a deadline that we were not able to meet. I understand the frustration with that. The build posed a few unexpected delays.

  
  

  Yes, we did take a draw from the total amount because the job ended up entailing more than we thought up front. We never asked for more than what we originally agreed upon. A quarterly draw would have been a more appropriate payment structure. I apologize.

  
  

  You tried to micromanage our team. Coming to our shop every other day, calling our distributors, asking them for our invoices, coming into Employee Only zones and even picking up tools in our shop without permission and attempting to work in your *** when you got frustrated.

   

  You even secretly took photos of my employees logged hours, my personal whiteboard at my shop, my to do lists, everything. Absolutely unacceptable behavior.

  
  

  We could not stay on track with your constant changes to your build and having to run every decision by you. Even down to what adhesives and fasteners we were using.

  
  

  We really wanted to get you on the road. We knew your situation and wanted to help a member of our own local community. We gave you a heavily discounted shop rate and gave you our distributors pricing on every single item we purchased for your build. 

  
  

  We were 7 weeks into the build but we had to terminate the contract because we felt that professional boundaries were crossed and we had to make the right decision for our team.

  
  

  The *** was left unfinished, you're correct. We had no other choice. 

  
  

  Our team is always growing and changing in size. At this current date we have 3 builders and a small administrative team. Anybody is more than welcome to come by and meet our team.

  
  

  Your final balance was cleared as we want to end things peacefully. If you think we've done wrong, we want to make right. 

  
  

  It's unfortunate that this didn't work out and we really do wish you the best of luck.

  
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 17923871
  
  I am rejecting this response because:

  Suncoast Vans LLC has now committed defamation. Please instruct *************************** to remove his lies immediately.
  
  When I contacted Suncoast Vans mid May, SV told me they could "begin my build right away," not in 2-3 weeks. In fact, they took my van to a friend's house and stored my van, unsecured, in their friend's driveway. I could have had the use of my van for a month and stored it, secured, in my own driveway. SV lied to me.
  
  Suncoast Vans LLC had my van for over 100 days and I visited their shop less than ten times. I only ever visited with advance notice and often at their request or as required to take measurements for something that I needed to provide, such as roof panels or grey water tank bracket.
  
  The only time I reached out to vendors or offered advice or assistance was when Suncoast Vans LLC specifically requested my advice and assistance with manuals, ******* video instructions, etc.
  
  I never picked up a tool in their shop. I even brought my own tape measure when I needed to design and have fabricated the grey water tank bracket.
  
  Likewise, when my friend had to help me design and have fabricated the roof panels for the solar, he brought tools, even bought a 10' ladder because Suncoast Vans LLC employees were teetering on the top step of a far too short ladder and could dent the top of my van. Again, *** and **** welcomed him into the shop and thanked him for the drill bits, the ladder and for designing and fabricating the roof panels.
  
  I was never advised of any Employee Only areas of their shop. I was always either invited or welcomed into their shop.
  
  I do not recall ever advising about adhesives. What adhesives were even used in my van build? I don't know that any were used?
  
  I did provide the supply of stainless-steel fasteners that **** and I had purchased the year before and Suncoast Vans LLC kept and did not return to me.
  
  I did not ask their distributors for their invoices, not once. I asked Suncoast Vans LLC for the ** number for Aluminess, so that Aluminess could look up my order and advise us both, me and Suncoast Vans LLC, when my spare tire carrier would arrive, because *** has not been successful in getting a delivery date from Aluminess. I was trying to help him, and he thanked me for my help.
  
  The only way the scope of my van build changed was to REMOVE items that Suncoast Vans LLC either could not accomplish or had run out of time to accomplish. I did not ADD anything or CHANGE anything from the original build request. I only REMOVED items from the build request.
  
  ***************************, representing Suncoast Vans LLC, is willfully lying about me and I will not stand for it.
  
  I demand a refund of my overpayment to Suncoast Vans LLC of $13550 and I demand that *************************** remove his lies from all public and social media.
  
  Sincerely,
  
  *********************************