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:02/24/2025

  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.

  On Oct 18, 2024 I ordered a set of fabricated traction bars to be customized to fit my truck, powder coated and installed. I paid for this service on this date and was told it would **** * to 8 weeks at the longest to get the bars fabricated and powder coated. I paid $2,116.73 in total and I also ordered a sticker for $5.00 and a 32-piece chrome ***** lug kit for $100.00 that I took home that day with the sticker. So, I am good with those two items since I have paid for them and received ******** where the issue begins with ****, the owner of Upcountry Fab has called me and/or I have called him a few times to check on status. **** had informed me a couple times the items were completed, and I can come get them installed on my truck. When I arrived to have them installed there was no **** to be seen or where I could speak to him. He has shut down all communication and blocked my number from calls. I went out there with a few of my friends that has had the same issue to talk with **** and he was not at the shop, nor would anyone address (only a guy there that wouldn't talk to us about all the issues) the issue along with no return phone calls from ****. This has taken well over 8 weeks and in fact almost 19 weeks with no communication nor trying to work out a resolution for the issues. The second issue I have is that I also ordered a set of train horns to be purchased and installed on my truck. I paid $1,571.98 for this and have had issues with it being installed correctly so I was able to work out a bit of these issues but there are more issues I need to address like how he installed the wiring and the location of the wire. The wire part of the installation was not properly installed. I can't seek any type of resolution with **** as there is no communication and he has completely blocked my number and will not return calls to my parents as well. **** also states they are an A+ BBB company when I don't believe they are a registered company.

  Business Response

  Date: 03/21/2025

  Our company builds a product that is built to order when placed. We have no gaurntee on timeline on these products and have our policy laid out on our website clearly that these are built to order and can take time due to some of the work being outsourced. We have explained this to the original purchaser (****) as well as his mother ***** who has reached out. We've had multiple communication efforts back and forth explaining the process as well as the updates as we have them on this order. It is completed and has been completed which has been stated to the customer. We do not have a shipping address as this was a local pick up order and the customer has not picked up the product. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22982673
  
  I am rejecting this response because while they did install one item it is not installed correctly, and they won't communicate with any of us about a resolution.  Along with the bars that are custom ordered they tell you it will take 4 to 6 weeks to make then they get them to set up install.  Second, he doesn't even know the kids name that purchased these in the response so how honest is the response.  They have blocked our calls and will not communicate with us and haven't over several months, so they are not trying to resolve the issues.  I want all the money back that was paid to them to resolve this complaint.  At this point with their Un honest response, lack of communication and shotting workmanship who would want them to truck their truck. 

  This does not resolve my issue and concerns of this business's conduct.  They wouldn't even provide the new location that the shop moved to along with blocking our numbers.  

  
  Sincerely,
  
  ***** On Behalf Of **** *******

  Business Response

  Date: 03/26/2025

  We as a shop did not install any product on ****'s truck. He had an appointment for installation but took it upon himself and a friend who happened to be an ex employee of ours to install themselves. The complaint about being installed incorrectly is a false allegation as we did not install the product that **** purchased. With that we will not be offering a refund as he has received that product, if it was installed incorrectly by **** then we would be happy to look it over and see why or what mistakes he made while installing the product but we are not responsible for any damages created by improper installation. As for the phone situation aligations, no one has blocked any phone numbers our number is still active and taking calls daily ************. That is the business line and that is the direct line of contact for our shop. To address the remaning item that was a built to order product, it is ready to be picked up and **** who is the rightful customer will be contacted to arrange a delivery. It was made very clear to **** when these were purchased that there was a wait time on our traction bar kits as well as any product we build to order. This was clearly laid out and explained prior to the purchase being made and it is also directly stated on our website how the orders take place and the policy for cancellations or refunds. As stated before we have a no refund policy on our built to order product as its exactly that (built to order) per the customer specifications, specifically for the vehicle they were built for. I've attached a direct link to our website with this policy laid out clearly.  

  ***********************************************

• Initial Complaint

  Date:08/03/2023

  Type:Product 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.

  I took my 2006 **** F450 truck to Upcountry Fab on November 14th 2022 with a $10,000 deposit towards a $22,512.78 quote for suspension work and various other items to be completed on my truck with assurance that it would be complete by February 2023 for a spring break trip planned in early March. Between December and January they received deposits from me for the project of an additional $10,500. They now have a total of $20,500 of my money and have not gotten my truck completed. I have all of this documented through the quote, email chain and text messages. Yesterday I finally lost my patients with them and will admit I was unprofessional but feel I have every right to be. Now my concern is when will the truck be completed, will it be to the level of quality I've paid for and will they stand behind their product down the road due to the direction this matter has taken? I have consulted a lawyer and if Upcountry doesn't give me adequate assurances to my concerns listed above by EOB tomorrow, 8/4/2023, I will be filing a formal lawsuit. In 11 days they will have had my truck in their possession for a total of 10 months along with $20,500 of my money with no product delivered in return.

  Business Response

  Date: 08/14/2023

  ******, As mentioned you have been in direct contact with our business from the day we've received the truck until the day as mentioned you called and were very unprofessional, without going into details it was extremely rude & out of place. *** has been updating you directly on a regular basis, even on her own time and there is very clear record of that. As we both know your project is very extensive, we've been in contact to make sure everything is done how you'd want it to be and at no point have we left you with reason to think the level of quality would be jeopardized due to time.  The time is due to the extensiveness of the project and the quality we strive for. Which in a lot of cases takes extra time , especially in todays world where we're playing games with manufactures supply, material availabilities, outsourcing things that we do not to do in house that has also been directly relayed to you when the information comes to us. With all of this said. Your truck has been being worked on daily to be completed. When you do receive the truck I can confidently say that you will be happy with the outcome. Going to this kind of extent without coming to the place of business your vehicle is at and you've spent the money at and discussing / looking over the project seems excessive. But as mentioned neither quality nor our willingness to stand behind our work was jeopardized in anyway. If you'd like to discuss further please give us a call. That or we can give you a call when your project is completed and ready. Thank you.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20418066
  
  I am rejecting this response because: I have hired an attorney to resolve this issue.  Further communication on this matter towards Upcountry Fab and Performance will be communicated through my attorney.  
  
  Sincerely,
  
  *********************