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:10/10/2024

  Type:Billing 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 November 25th, 2022 I placed an order for the EKODOME Cosmos 29 ft Dome Cabin kit for the price of $43,646.25. On June 21st, 2023 I received a badly damaged crate full of broken glass. I contacted the company and spoke to **** ***** *************) who assured me that the package was insured and all broken pieces would be replaced at no charge to me. For the last year they have been telling me that the replacements were on the way but I have received nothing.A further complication in this matter was that I paid $5,290.00 to have the original package shipped to ******. Upon learning that I would have to pay an additional 25% in customs fees, I changed the delivery to **********. I was told I would receive a refund on the shipping cost but did not.  The company has stopped responding to my inquiries at this point so I'm hoping BBB can help.

  Business Response

  Date: 10/22/2024

  Dear BBB and *** ********************* you for bringing this matter to our attention. We take all customer concerns seriously and would like to provide the following updated response:

  On November 25, 2022, *** ***** ******** placed an order for the Ekodome Cosmos 29ft Dome Cabin kit, which was delivered on June 21, 2023. Unfortunately, 12 glass panels were damaged during shipment, which *** ******** reported to us. In response, we immediately filed an insurance claim and arranged for the replacement panels to be shipped at no additional cost to *** ********************* replacement glass panels were sent via **************** to the designated address in ****** on October 25, 2023. The packing list and Bill of Lading (BOL) are attached for reference. Here's the timeline of events according to our written communication with *** ******** and ****** Logistics:

  1) The shipment arrived in ****** on December 12, 2023, and Barsan Logistics notified the recipient (*** ********* of the arrival. However, there was no response from the recipient, and ****** informed us of this situation.

  2) Subsequently, we reached out to ****** and initiated the customs procedure on behalf of *** ********* It is important to note that, as stated in our Terms and Conditions, customs duties and fees for international shipments are the responsibility of the customer. As a courtesy, we requested that **************** reflect these charges on our account to spare *** ******** any immediate costs. However, since we are not established in ****** and do not have a local tax identification number, we were informed that the final customs process had to be completed by the recipient. Throughout this time, *** ******** remained unresponsive to the agents emails.

  3) On January 9, 2024, **************** informed us and *** ******** via email that the customs clearance fees, including import taxes, amounted to ********* MXN (approximately ***** USD). We disputed this high charge, as the total value of the goods was only $698. It was later explained that the inflated amount was due to accrued storage fees resulting from the customers lack of response. Nevertheless, we agreed to pay the charges and asked ****** to proceed with the delivery. However, without the customers tax identification number, we could not finalize the customs process.

  4) On May 12, 2024, *** ******** informed us that he had been out of the country due to a personal matter (a family funeral) and wanted to proceed with the delivery. Unfortunately, by this time, over 60 days had passed, and the system no longer allowed the delivery to proceed, even if we were to pay the customs fees and taxes.

  Timely communication is crucial to ensuring proper delivery of shipments, as logistics and customs procedures operate under strict timelines. Once a shipment reaches customs, we have no control over these processes.

  Given that this issue involves only the replacement of 12 glass panels, which we arranged in good faith, we believe it is not appropriate to dispute the entire order, as the dome itself was delivered as ordered. We have made every effort to resolve this situation and remain open to working with *** ******** to find a solution.

  Thank you for your attention to this issue, and we appreciate your understanding.

  Sincerely,

  **** *****
  Sales & Marketing Director

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [
  Dear Better Business Bureau and Ekodome,
  Thank you for facilitating a response to this matter. However, the fact remains that I have yet to receive the product I paid a substantial amount of money for. Ekodome has repeatedly assured me over the past two years that my order was on its way, and I have been patient, but at this point, I am entitled to a refund.
  Additionally, the timeline and events presented by Ekodome are inaccurate, as I will demonstrate with the attached emails.
  "The shipment arrived in ****** on December 12, 2023, and Barsan Logistics notified the recipient (*** ********* of the arrival. However, there was no response from the recipient, and ****** informed us of this situation."
  This is false. The shipment arrived on December 4, 2023, and I responded the same day. Please refer to the attached email titled email1.pdf.
  "We reached out to ****** and initiated the customs procedure on behalf of *** ********* It is important to note that, as stated in our Terms and Conditions, customs duties and fees for international shipments are the responsibility of the customer. As a courtesy, we requested that **************** reflect these charges on our account to spare *** ******** any immediate costs. However, since we are not established in ****** and do not have a local tax identification number, we were informed that the final customs process had to be completed by the recipient. Throughout this time, *** ******** remained unresponsive to the agents emails."
  This is also inaccurate. I sent the agent multiple emails inquiring how I could retrieve the shipment, but they required photos and documentation from Ekodome that I did not possess. See email2.pdf for reference.
  "On January 9, 2024, **************** informed us and *** ******** via email that the customs clearance fees, including import taxes, amounted to ********* MXN (approximately ***** USD). We disputed this high charge, as the total value of the goods was only $698. It was later explained that the inflated amount was due to accrued storage fees resulting from the customers lack of response. Nevertheless, we agreed to pay the charges and asked ****** to proceed with the delivery. However, without the customers tax identification number, we could not finalize the customs process."
  The accrued storage fees were actually a result of Ekodomes failure to provide the requested photos for customs. See email4.pdf for details. Furthermore, as a U.S. citizen, I do not have a Mexican tax identification number. My intention was to assemble the product in ******, but I now do not have all the necessary pieces.
  "On May 12, 2024, *** ******** informed us that he had been out of the country due to a personal matter (a family funeral) and wanted to proceed with the delivery. Unfortunately, by this time, over 60 days had passed, and the system no longer allowed the delivery to proceed, even if we were to pay the customs fees and taxes."
  Here, they acknowledge that they never paid the customs fees or taxes, extinguishing any remaining hope I had of receiving my shipment. The shipment was addressed to a commercial shipping and receiving company where I receive all my packages, and there was no need for me to be present. I expected the package would be waiting for me when I returned from my fathers funeral. Yet, Ekodome continued to give me false hope, as indicated in their August 22, 2024, message: "We are requesting an update on the current status from our office. Discussions with customs are ongoing. We will provide clarity shortly." See email5.pdf.
  I am not willing to let this issue go unresolved. I feel I have been defrauded and am seeking to recover my losses. Ekodome claims they filed an insurance claim immediatelylet's see some documentation to support that.
  Thank you for your attention to this matter.
  ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

  Business Response

  Date: 11/07/2024

  Dear BBB and *** ********************* you for your continued attention to this matter. We appreciate the opportunity to respond and provide further documentation to clarify the situation.

  1. Shipment Arrival Date and Response Timing:

  *** ******** states that the shipment arrived on December 4, 2023, and that he responded the same day. **************** records, however, indicate the official arrival date as December 12, 2023. Regardless of this minor discrepancy, ****** repeatedly emphasized in their communications that they could not proceed without *** ********* direct confirmation and cooperation. Unfortunately, *** ********* delayed responsesoften weeks apartprevented progress on customs clearance and resulted in significant accrued fees. 
  Further proof is available from Mrs. **** *****, Head of the *** Department at Barsan Logistics Turkey HQ, who can confirm the timeline of events and the nature of the delays.
  

  2. Customs Documentation and Photos

  Contrary to *** ********** claim that Ekodome failed to provide necessary documentation, all required photos and documentation were submitted promptly to Barsan and Mexican customs officials. This includes:
  Packing lists
  Commercial Invoice
  Photos of the product shipped

  The delays were not due to missing documentation from Ekodome but rather due to *** ********* failure to act in a timely manner.
  

  3. Customs Fees and Responsibilities

  While it is true that the customs clearance and accrued storage fees amounted to ****** MXN (~$4,330 USD), these fees were compounded due to delays in action. We had already disputed these charges but also agreed to cover them as a goodwill gesture, even though they were the result of delays outside our responsibility.
  However, without *** ********** final signature and tax ID, the process could not be finalized. It is not within our power to bypass these governmental procedures.
  

  4. Insurance Claim Documentation and Photos

  *** ******** has accused us of fraud, repeatedly demanding proof of the insurance claim. We find these accusations baseless, as we have provided full documentation, including:
  Certificate of Destruction
  Itemized Claim Statement
  Release and Subrogation Agreement
  

  These documents, which are attached for review, confirm that we followed all necessary steps to secure the replacement and reshipment of the glass panels. Further proof is available from our Claim Resolution Specialist at *********************** should additional verification be required.
  

  5. Customer Communication and Personal Circumstances

  We acknowledge *** ********* unfortunate circumstances during this time. However, customs procedures operate under strict timelines, which require consistent and timely communication. *** ******** resumed contact in May 2024, but by then, over 60 days had passed, and customs clearance was no longer possible. Despite these challenges, our team maintained open communication and explored alternative solutions.
  

  6. Pattern of Delayed Communication

  Throughout this process, we observed a pattern of delayed and inconsistent responses from *** ********* We suspect that his delays may have been strategic, aimed at avoiding customs fees and taxes. However, our team had already agreed to cover these charges, and we communicated this clearly in our emails with ******.
  If the replacement panels were truly urgent, *** ******** would have engaged more proactively. His current approach seems less about resolution and more about seeking retribution through larger claims and accusations.
  

  7. Current Resolution Efforts and Future Considerations

  Despite these challenges, we are now taking steps to fabricate the 12 replacement glass panels within ******, avoiding further customs complications. This demonstrates our commitment to resolving the matter and ensuring customer satisfaction.

  However, we want to emphasize that this cooperative relationship is vital for the long-term functionality of *** ********* dome. Spare parts and future maintenance support will require our assistance. We strongly encourage *** ******** to reconsider his current approach, as this is only being counterproductive at this point.

  8. Conclusion

  The dome itself was delivered successfully. The current dispute pertains solely to the replacement glass panels, which we have managed with diligence and good faith. Given these facts, disputing the entire order is unwarranted, and we urge BBB to consider the evidence provided.

  Thank you for your attention to this matter.
  

  Sincerely,
  **** *****
  Sales & Marketing Director
  Ekodome Team

  
  

  Business Response

  Date: 01/16/2025

  Dear BBB and *** ********************* you for confirming receipt of the refund. Regarding the 12 glass panels, it is important to revisit *** ********* earlier statements and actions:

  On December 5, 2024, *** ******** clearly stated:
  "I have lost all hope of ever receiving the products I ordered from this company. I do not expect to receive both a refund and the products. At this point, I am requesting the refund to my Mastercard or via wire transfer."

  Subsequently, on December 11, 2024, he reiterated:
  "There is not going to be any collaboration or customer satisfaction. I WANT MY MONEY BACK."

  These statements strongly indicated that *** ******** no longer wished to pursue the replacement panels and instead prioritized receiving monetary compensation. So we honored his request by issuing the refund promptly. 

  Now, after explicitly stating that he had "lost all hope" and did not expect both a refund and the panels, *** ******** appears to revisit the glass panels as unresolved. This approach contradicts his earlier unambiguous requests, but it perfectly mirrors his prior behavior during the customs clearance process with Barsan Logistics and Mexican Customs. 

  Im reminding you that the insurance claim was already used to fabricate and ship the replacement glass panels to the address provided in ******. And due to unresolved customs clearance issues caused by *** ********* inability to pick up the shipment, the panels were forfeited and ultimately destroyed by Mexican authorities. We have already invested significant time, resources, and funds into fabricating and shipping these panels. We are also concerned that re-shipping the glass panels under the same conditions would likely result in another costly and demotivating cycle of lost time and resources for both parties. 

  If *** ******** still requires the 12 replacement glass panels, we are happy to provide him with a new quote for a fabrication locally in ******* 

  At Ekodome, we pride ourselves on being a business that operates with goodwill, transparency, and customer satisfaction at the heart of everything we do. Over the course of this interaction, we have demonstrated patience, professionalism, and a genuine desire to find a resolution. Unfortunately, *** ********** repeated accusations, shifting demands, and refusal to engage constructively have created a deconstructive and demotivating situation.

  If *** ******** is genuinely interested in resolving this matter, he must be willing to engage in direct and constructive communication with Ekodome. Using the BBB as the sole platform for communication only prolongs the resolution process. A resolution can only be reached if both parties are willing to work together in good faith and mutual respect. Without this, we consider the matter resolved based on his prior statements and the refund issued.

  We remain committed to operating as a good business that treats its customers fairly and with respect, and we trust that the BBB will understand our position in this matter.

  Sincerely,
  

  **** *****
  ***** * ********* ********
  Ekodome Team

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This is unbelievable.

  
  You over charged me for shipping, as you clearly stated earlier, and when you refunded that overcharge you claim it covers the cost of the 12 broken windows? These are different issues.

  
  I am entitled to a refund on the broken windows. Refund the sum of $3,902.23 that you received as an insurance settlement. I do not want the windows.

  
  Im using BBB as the sole platform for communication because it is the only way to get a response from this business. 
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********