Complaints

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• Initial Complaint

  Date:09/15/2023

  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.

  Contacted **** from Todd's on Feb 3 2023 to come out and look at our camper damage, paid $80 for him to come out. He took measurements on Feb 7th, he texted on Feb 8th stating he forgot to get the VIN number. We received a quote on Fe 14th for $10, 493.07. exchanged a few message on the process, we took him a check on March 3rd. he confirmed he would be ordering parts and getting us on his schedule. I sent follow up on March 12, he confirmed all parts ordered and they would be here in 10-14 days, March 20th he confirmed he got parts only waiting on siding which he was picking up on March 31st. April 3rd I text to check in he stated the door he received was damaged but he would get a new one. April 7th **** texted to state start date would be May 19th, **** confirmed on May 2 he would start work on 19th. March 15th, stated he was running behind but would still start that week, we were out of town so he would wait until Monday March 22, texted on 22, he said he would be there in the afternoon, he was not. March 23rd, he confirmed again he had all the parts, just had to cut the panels the job would be finished first week of July. He came out on March 23rd to install new awning arms and the canvas, got into a heated fight regarding the delays, he cussed me out and drove away, business partner & wife *** was with him. June 11th, texted him some concerns with the way the awning was working and that we found a hole in the side of camper form him installing the awning, said he would be out to look at it. June 17th said he just used what came with awning for the screws but would look at it. texted July 9 & 11th asking for update of when he was coming out, he gave excuses and couldn't give me a time line. No contact until September when ******* got involved and we started seeking legal advice. **** finally admitted he didn't have the siding and refused to finish the job. We offered him 2 settlements, he refused the amount. He did deliver the door, even with us telling him not and stated he sent us certified check that we have not received. Upon inspecting the door he dropped off we discovered it is the wrong door and will not fit. He is refusing to correct that situation and told us to have our attorney contact him. We are filing a police report and filing a suit thru the Sylvania Civil Courts.
  I can supply pictures, text messages and emails upon request

  Business Response

  Date: 09/27/2023

  I will start out by saying this job should have been bid as a winter project and taken off site. At the time I bid on this job I was working full time and doing this on the side. I also had someone working with me that did not return in the spring. I had every intention of finishing this which is why I kept putting it off, hoping to find help. My wife was emailing with ********* trying to come up with a refund resolution. ********* gave us 2 options. My wife agreed with "option B", except the $120 that we did not include in her deposit. This was for siding install, parts that are on our truck. This also included a taxed amount that she asked for but was not charged for. ********* then came back with a higher dollar amount and wanted the door and checks delivered within 24  hours to their campsite. My wife then went to the post office, mailed the checks certified mail to their home address  USPS tracking ********************. This was on Sept 8th at 3:31 pm. I was working out of town and my wife had no way to deliver the door and did not feel comfortable delivering the checks by herself. The door was delivered on 9/11. the door was ordered using her VIN that was provided.

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  We 100% reject **** and ***
  **** response!
  **** has yet to try to rectify
  the situation. He had made no attempt to make a proper refund of goods and
  services not received, repair the additional damage he caused to our camper, or
  to complete the job as he previously agreed.
  

  In regard on how the job was
  bid, that is not our fault as the customer. 
  That is ****, the business owners’ fault.  He bid a job he could not complete and now is
  not properly taking care of the situation. 
  He clearly indicates in his response that he is at fault.

  When **** came to bid the
  job, he took numerous pictures and failed to take a picture of the vin number
  of the camper however, he did take part numbers from the door.  I did send him the correct vin number to our
  camper, again it is not our fault he is incompetent and ordered the wrong parts. 

  When the settlement offers
  were made, there was an understanding that the door being delivered would be
  the correct door.  The settlement offers
  were off the table since **** did not deliver the correct door delivered nor could they
  deliver in the 3-day window.  **** repeatedly lied to us
  and did not follow simple instructions such as “do not deliver the door on a Monday”
  as we would not be at the camper to make sure it was properly stored. 

  In addition, **** messaged us multiple times he would be sending a check for the refund, however he failed to ever come to an agreement on an amount of the refund nor have we ever received the check. 

  **** has neglected to
  properly rectify the situation.  We have
  now had to seek legal advice and move forward with civil and criminal charges. 
  

  We can provide text
  messages and emails upon request, which will support our claim that **** and *** **** at Todd's Camper Repair are not qualified to be good business owners, qualified camper repairmen nor do they have proper customer service skills to fix a situation that they are clearly at fault for.  

  
  Thank you
  ********* ********* & ******* **** 

  Business Response

  Date: 10/16/2023

  [BBB Transcription via Email]

  I've stated numerous times that I am at fault for not getting the refund back in a timely manner. I've also stated numerous times that I am at fault for not getting the job started in the time frame originally stated. I could not deliver the door as she wanted because on the 8th the email stated it must be delivered by the 7th. She then stated on here she wanted it delivered with in 3 days but not on Monday. The door was delivered on the 11th which was 3 days after the 8th. There were multiple cars in the driveway on Monday which leads me to believe someone was there. And again, the door was ordered using the vin she provided. Also, a check was mailed certified mail on Sept 8th and was returned unclaimed on Oct 4th.  
  I'd like to try and settle this and I am willing to offer $4310.00. Certified check delivered via certified mail again. That covers parts not delivered, door shes not happy with, and It also takes off the labor for the awning that was installed, for the inconvenience that we've caused them.