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:09/20/2023

  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.

  I am seeking help with getting a resolution to several issues regarding a bus I purchased from ********* *** ******** (EBB) a venture of Executive Coach Builders (ECB). On October 12, 2022, I reached out to EBB to purchase a 2023 Chevy ECoach 37 (35 Passenger Bus) that they were marketing on weselllimos.com. I spoke with *** ******, who sent over a build sheet for a 2021 Chevy ECoach 37, I questioned the year of the build to which he stated that it was built in 2022 but on a 2021 Chassis (Chevy) because it was the only one available. I told him that I would contact my banker, Benjamin Stehle, and that he would be back in contact with him to get the ball rolling because we already have jobs lined up so we needed to get the bus picked up as soon as possible. After my funds were wired to EBB, on 10/15/2022, I called *** ****** to let him know that I was getting ready to book my flight to come pick up the bus. He stated that I could not get the bus that I had just purchased because they need to take it to the show and because when they got the bus out of their facility they realized that they did not build it on the right chassis. Instead of it being 35 passengers like they sold it to me, it was a 30 passenger bus. I requested that my money be sent back to me, but *** stated that they would build me a new and better bus and that would have air ride and upgrades but at the same price as the other bus and it would be done in 4 weeks. *** sent over a new purchase order which I completed with the request upgrades and sent it back to ***. The new week I called to follow up with *** and he said that the bus was on track. In Nov, I was in California and I told *** that I wanted to come check on the bus so we scheduled a time but he never answered my call. After several calls, I reached out to the Missouri office at ECB and spoke to **** Fugitt who advised that they had just received the chassis for the new bus and it hasn't gone into production. The ended up rushing production

  Customer Answer

  Date: 09/21/2023

  Continuation:He stated
  that I could not get the bus that I had just purchased because they need to
  take it to the show and because when they got the bus out of their facility
  they realized that they did not build it on the right chassis. Instead of it
  being 35 passengers like they sold it to me, it was a 30 passenger bus. I
  requested that my money be sent back to me, but *** stated that they would
  build me a new and better bus and that would have air ride and upgrades but at
  the same price as the other bus and it would be done in 4 weeks. *** sent over
  a new purchase order which I completed with the request upgrades and sent it
  back to ***. The new week I called to follow up with *** and he said that the
  bus was on track. In Nov, I was in California and I told *** that I wanted to
  come check on the bus so we scheduled a time but he never answered my call.
  After several calls, I reached out to the Missouri office at ECB and spoke to
  **** Fugitt who advised that they had just received the chassis for the new bus
  and it hasn't gone into production. **** began to follow up with us on the
  production of the bus in November they didn't actually begin production until
  late November. They ended up rushing production and now we are having a number
  of issues. We have been trying to get a resolution on the continuous that have
  left the bus non-operational for over 60 days and we have not been able to. We
  want them to take this defective vehicle back and return our money. This
  vehicle has had several issues from the glass cracking, the air suspension not
  working, the door not closing properly, the A/C going out, the turbo pipe
  coming off, the wire harness being damaged, and now another issue with the
  wiring harness and serpentine belts. All of these issues have caused me to lose
  over $94,000 in business. These issues are related to the build of the vehicle,
  so I would like them to refund me.
  

  Business Response

  Date: 10/13/2023

  Please see attachment for business's response. 

  Response to Beter Business Bureau inquiry ************** Bus sold to ****** *******, Black Diamond Limousine CTL LLC.  Execu?ve Coach Builders, Inc Ecoach Widebody 38 35 Passengers plus driver and co-pilot   Execu?ve Coach Builders became aware the chassis shipped to us from Chevrolet did not have the necessary GVWR for the 35-passenger capacity requested by the customer. We advised ****** the chassis received from Chevrolet would only accommodate 30 passengers and he did not want this vehicle. Execu?ve Coach Builders and Daryl agreed to apply the funds to another chassis that would accommodate his 35-passenger capacity requirements. This chassis was a newer model year (2022 vs 2021) with addi?onal equipment included, along with addi?onal conversion op?ons provided at no addi?onal cost to the customer. Freight concessions were also made for customer goodwill. ****** received the finished vehicle and was very pleased with it.   When ****** agreed to the new replacement bus, a mutually agreed upon delivery date was ul?mately established. Execu?ve Coach Builders met the mutually agreed upon delivery date, requiring an extensive amount of over?me. The exact same quality control processes were used for this vehicle as with all other vehicles upfited by Execu?ve Coach Builders.  ECB strives to achieve 100% customer sa?sfac?on and we regret ******’s dissa?sfac?on. Our warranty team has worked diligently with him to rapidly address all issues that were brought to our aten?on.  For instance, when he reported to our warranty department that he had a cracked front sky-view window, a new $2,000.00 window was shipped for replacement. All costs for the window, shipping, and replacement labor were all covered by Execu?ve Coach Builders as goodwill. We never ques?oned our valued customer how the crack occurred.   Unfortunately, we cannot control either the parts supply or scheduling of the “OEM” chassis manufacturer, Chevrolet, but what I can assure everyone is that our team has worked with the Chevrolet dealer of his choice to resolve all OEM related issues as quickly as possible. Any warranty issues related to the upfi?ng by Execu?ve Coach Builders, likewise, were immediately addressed and replacement parts were overnighted to the respec?ve repair shop performing the repair.   Execu?ve Coach Builders is unable to comply with the refund request. We are dedicated to keeping Black Diamond Limousine’s bus opera?onal and making money as they have done over the past 21,000 miles. If ****** ******* wants to sell this vehicle, we will be more than happy to assist this valued customer in finding a buyer. If ****** decides to keep this vehicle Execu?ve Coach Builders will con?nue to provide support to him.