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:10/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  HAD GFC INSTALL A BRAND NEW V2 (TOP OF THE LINE ) CAMPER ON MY **** SUPERDUTY IN OCT 2022 WHICH SUPPOSEDLY INCLUDED A TWO YEAR AT THEIR ******** MT. FACILITY. I REALIZED ON ARRIVING HOME IN ******* THAT THE **** WAS LEAKING IN MULTIPLE AREAS FIRST HIDDEN BY EQUIPMENT/CABINETS AND CARPET I HAD INSTALLED. I FILED 5 *********** / ******** REQUESTS. MANY PICTURES AND DESCRIPTIONS WERE COMPLETLY IGNORED. I RECEIVED A FEW SPARE PARTS (TAPE AND FABRIC) AND SOME ADVICE. AFTER HUNDERDS OF HOURS AND MUCH EFFORT I REALIZE THERE ARE WELL OVER 50 AREAS THIS **** LEAKS. I HAVE MANAGED TO STOP A FEW LEAKS BUT IT IS A TRUE LEMON AND WILL ALWAYS HAVE WATER IN IT. SLEEPING ON A MOLDY WET CUSHION DOESN'T WORK. THE CAMPER HAS BEEN SINCE DAY 1 UNUSABLE. MY LAST LETTERS TO SEVERAL PEOPLE IN MANAGEMENT POSITIONS HAVE BEEN COMPLETELY IGNORED.

  Business Response

  Date: 11/07/2024

  Tell us why here...Customer: **** ******
  Build Number 4404
  Final Install date 10/27/2022
  Warranty End 10/28/2024
  
  
  5 total SRFs - All responded to by GFC 
  Last communication with customer was email Oct 13, 2023
  No letters known to have been sent to management
  Solutions sent with instructions
  Emails sent with no reply back from customer
  
  
   Timeline:
  
  
  Product sent to fix issues
  September 8th, 2022 Platform Camper Deposit #*****
  October 27, 2022 Final Install Date at ********
  May 8th, 2023 S175 Lower Frame Leaking Kit Sent #*****
  June 20, 2023 S182 DIY Water Intrusion Kit Sent #*****
  July 5th, 2023 S175 Lower Frame Leaking Kit, S181 Extreme Sealing Tape, Stone Grey Fabric cutout X4 #*****
  August 11th, 2023 S181 Extreme Sealing Tape #*****
  August 23, 2023 Last email sent to customer with no response
  
  
  Emails Sent from GFC
  
  
  1) Hey *******,
  
  My name is ******, I am the Customer Experience Coordinator at **********************, and I just wanted to follow up because it looks like things on your Service Request Form were left a little unresolved.
  
  Were you able to solve the issues you mentioned? Did we get everything taken care of? Is this something I can help to fix if not?
  
  Let me know! Happy to help out!
  
  Best,
  Colton
  
  
  2) Hey ****,
  
  
  Thanks for reaching out. I just had our fulfillment manager send out what you requested. 
  
  
  With that being said, I do want to provide more clarity around this. We did film the video with 2" roof tape, but we intentionally sent out 1" roof sealing tape for the kit, which will work great so need to worry on that!
  
  
  If you have any other questions or anything is unclear, please don't hesitate to let us know or give us a call - we're more than happy to help.
  
  
  Best,
  
  
  -****
  GFC Support
  
  
  3) Hey ****, 
  
  Thanks for submitting a Service Request Form and including those details. I looked back through your service record, and it looks like we created an order to have a DIY water intrusion repair kit sent out to you on June 9th, but we're waiting on a part to arrive before we can ship out the kit. We'll have the part in and get the kit shipped out of here on Thursday of this week. That kit will solve your water intrusion issues above the bed rails. 
  
  Regarding the water below the lower beam of the camper frame - I'd be happy to provide some context around what is happening, and some tips to help you achieve a better seal between the camper and the bed!
  In my experience, there are three common areas that allow water intrusion between the lower frame and the truck bed:
  The front corners, particularly where the side bed rails transition to the front rail. On some trucks, the side bed rails are slightly higher than the front rail, creating an uneven sealing surface that can be challenging to seal. 
  Symptoms: Water appearing to drip from the bed rail in the front corners of the bed, or small amounts of pooling in that area. 
  Solution: Inspect the area for air gaps by sitting inside of the camper with the side panels open. Place a flashlight on the opposite side of the suspected area pointed towards you, and look for signs of light coming through. Once you pinpoint the area, you can use the sealant of your choice to fill the area until light is no longer visible. 
  The tailgate area: due to the pivoting function of the tailgate, along with the way they float on latch catches, there's often a sizable gap between the two.
  Symptoms: Water appearing to emanate from the tailgate area.
  Solution: Customers with trucks that do not have a factory seal present have had excellent luck with installing a tailgate sealing kit, which often consists of adhesive-backed neoprene foam or rubber wipers. Be sure to place the seal methodically so that the tailgate closes easily, and inspect with a flashlight to ensure you've created a positive seal. 
  Underneath the bed caps: many trucks use a plastic bed cap on top of the truck bed, to act as a sacrificial (and replaceable) wear surface, and to provide a finished aesthetic. Unfortunately, most manufacturers do not have a gasket, or apply any sealant between the two surfaces. This leads to water wicking underneath and into the bed of the truck, and can sometimes be difficult to trace. 
  Symptoms: Water appearing to drip into the bed from the sides underneath the bed caps, or pooling in corners depending on the rake of your truck or parking angle. 
  Solution: The best way to seal this area is to remove the camper and the bed caps, then lay down your choice of sealant in between the two before reinstalling. This will effectively create a gasket, and is a very popular modification on trucks with flexible composite beds like the ****** Tacoma. If you don't have a way to remove and reattach the camper, you can accomplish a similar outcome by sealing the gap between the rail and the truck bed, both internally and externally. 
  Different Types and Applications of Sealants
  There are quite a few different types of sealants, and each have a different use when it comes to the bed of your truck. Here's a breakdown of some of my favorites, and where you might find them to be useful. 
  Silicone based sealants: Silicone is an excellent sealant, particularly because it remains flexible long after it is cured. When your truck is going down the road or trail, the tires and suspension are the first to help isolate you from the terrain. With modern vehicles, engineers have expanded on this by designing the frame of your truck, the mounts and bushings between the cab and the frame, and the bed itself to flex to help provide the best driving experience possible. Because of this movement, your sealant needs to remain flexible to ensure it doesn't shear free and fail to seal. I have had excellent luck with *****, a sealant that is offered at almost any home-improvement store, has great adhesion, and remains flexible for a very long time. 
  Butyl sealants: Butyl is often used throughout the roof and other high-weather areas of your home to provide a robust seal, and is also used throughout the ** industry. Butyl tape is available in various widths and thicknesses, but the most interesting part about it is how it can be balled up, stretched, and re-adhered. This means you can place it on top of things like a tape, between like a gasket, or even push it into cracks to offer an excellent seal. My favorite feature of butyl is how easy it is to apply, and the fact that it remains elastic for an extremely long time; some studies place its useful lifespan at 60+ years!
  EPDM foam: The same material used within our products, EPDM foam has excellent sealing properties and is easy to apply. Manufacturers such as Trim-Lok offer various styles of seals that can be perfect for sealing your tailgate, and are backed with 3M VHB to provide a long-lasting application. 
  Although this might sound like a lot, I wanted to provide as much information as possible to help you achieve the level of water-tightness you're looking for. If you have any questions, don't hesitate to reach out, or consult our forum HERE where other customers have shared their tips, tricks, and modifications!
  
  Please let me know if there is anything else I can do to help!
  
  Best,
  
  -****
  GFC Support
  
  
  
  
   Customer still has the opportunity to get his Camper checked out and his water intrusion issues resolved at our partner shop in **********, ** at *************. Customer will need to reach out to customer support at *** to schedule a service appointment to have Apex Overland do a water intrusion diagnosis and come up with a solution to resolve his issues with water leakage. He also can drive to our install space in *********, ******* to get the work done as well. We strive to help our customers to the best of our ability and look forward to helping **** fix any issues that he is having with his Camper. 
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22458530
  
  I am rejecting this response because:

  1)  GFC states last communication received was email Oct 12, 2023.  Numerous phone calls were also made that are not documented.

  2)  GFC states no letters to management were received.  Attached is a copy of the letter mailed on June 14, 2024.  Also attached is a list of the individuals it was mailed to.  Since none were returned by the ************ it is assumed they were received.

  3)  In many cases, responses to service requests only addressed part, or not at all the issues raised .
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 11/21/2024

  We reached out and were never asked to bring in the camper for service.
  
  Thank you