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:03/03/2025

  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.

  My custom camper van experienced a rapid, full battery depletion event in May 2024. I was on the west coast of the US so I took my camper to Nomadik Customs on May 30 for (a) diagnosis and (b) repair. Nomadik determined that the original builder:(a) did not wire, specifically ground, the original DC to DC charger correctly and (b) installed a non-isolated DC to DC charger whereas an isolated charger should have been used I authorized Nomadik to make the repairs which included the purchase and installation of an isolated DC to DC charger (charger) from the same manufacturer as the non-isolated charger. Nomadik invoiced $2531.50 including 8 hrs labor totaling $1320.This complaint arises because Nomadik wired the isolated charger incorrectly, as if it were a non-isolated, and because they refuse to address the issue.I am not versed in ********************** lithium batteries but since the issue came to light, I've done some research. Here is some of what I found:Non-isolated chargers are grounded to the vehicle's frame, sharing a common ground with the vehicle. Isolated chargers are not grounded to the vehicle's frame.Nomadik installed the new isolated charger by grounding it to the chassis, in other words, wrong & probably voiding the charger manufacturer's warranty.I believe that because Nomadik grounded the isolated charger, voltage from the vehicle starter battery is flowing into the camper's electrical system, by-passing all safety controls creating a fire hazard.When all circuit breakers are off in the camper, nothing should work. However with the van engine running, all 12v systems in the camper do work even though all breakers are off. I believe this is because voltage from the engine is flowing backwards to the camper via the common ground wire Nomadik installed.Four months ago Nomadik committed to helping resolve the problem but has gone silent since, making no effort to resolve the issues and damage, their installation is causing.

  Customer Answer

  Date: 03/04/2025

  This message is in regard to my complaint submitted on 3/3/2025 against Nomadik Customs LLC, complaint ID ********.
  Below I have copied and pasted the email I received from Nomadik Customs wherein ****** ******* agreed to a plan to resolve the underlying issue. As stated in my complaint, nothing has been received from Nomadik since.
  
  A point of clarification: When I wrote ***** ******* at Nomadik, I used my primary GMail address and that's the address ***** responded to. When I filed my BBB complaint, I used my secondary email address, my Outlook address.
  
  My Gmail account is generally personal while my Outlook is generally business related.
  
  Regards,
  **** *********
  

  
  

  Business Response

  Date: 03/06/2025

  **** Visited Nomadik Customs reporting a drain on the battery system. We were commissioned to fix the faulty chassis ground and convert to an Isolated DC/DC charger to keep the house and the van's battery systems isolated. We were not commissioned to perform an entire audit on the van build/battery box. There could be an faulty chassis ground anywhere in that system. We also updated the user interface to a new unit.

  I've attached the invoice along with the response from **** where he stated that we had resolved the issues the van was brought to us with. Please note paragraph seven of the attached email quoted below.

  
  "The important point of the ******* period is that while there were some real issues (Nomadik corrected in 2024) and maybe some not so real concerns, SOC's much less than 70% were experienced without things going crazy. "Crazy" is defined as 12v devices acting as if the batteries were near dead, that these devices were receiving some, but not enough voltage to properly operate; lights flashing, displays faded or not working at all, alarms beeping. Similar to brown-out behavior on the grid."

  Clearly stated in the first line, Nomadik corrected in 2024. Nomadik Customs offers a one year craftsmanship warranty on all operations as well as honoring whatever manufacturer warranty comes with purchased products. All warranty work shall be performed at Nomadik Customs' shop in ******** **. **** never requested a warranty inspeciton/service appointment. **** was seeking digital/phone advice to possiblay have another company perform the work. ***** made limited efforts to respond while also moving the shop from one location to another as well as the company being closed for the 2024 holiday season. In Nomadik Customs view, the job was commissioned and completed with the custoemer stating they were satisfied as confirmed via email. The issue to us feels that **** is displeased with the level of free advice/diagnosis over the phone which is something we do not offer. Nomadik Customs would be happy to schedule an in house warranty service until 5/30/2025 when the warranty time expires on this service.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23013734
  
  I am rejecting this response because:  Nomadik has suggested there may be other problems.  There may be.  However, suggesting an infinite number of causes to known and unknown symptoms does not mean that the work that Nomadik did, was not done wrong.  Specifically, Nomadik wired the isolated charger in a non-isolated manner.  In point of fact, this error by Nomadik could be the root cause of all subsequent issues experienced since the Nomadik installation.   If, if, if.

  Let's focus on the one thing we know:  Nomadik installed the isolated charger in the same way the non-isolated charger it replaced was installed - grounded to the frame. And that is wrong; the Nomadik isolated charger is not isolated.  Period.

  I want the installation labor refunded.

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

  Business Response

  Date: 03/13/2025

  My custom camper van experienced a rapid, full battery depletion event in May 2024. I was on the west coast of the US so I took my camper to Nomadik Customs on May 30 for (a) diagnosis and (b) repair. Nomadik determined that the original builder: (a) did not wire, specifically ground, the original DC to DC charger correctly and (b) installed a non-isolated DC to DC charger whereas an isolated charger should have been used I authorized Nomadik to make the repairs which included the purchase and installation of an isolated DC to DC charger (charger) from the same manufacturer as the non-isolated charger. Nomadik invoiced $2531.50 including 8 hrs labor totaling $1320. This complaint arises because Nomadik wired the isolated charger incorrectly, as if it were a non-isolated, and because they refuse to address the issue. I am not versed in ********************** lithium batteries but since the issue came to light, I've done some research. Here is some of what I found: Non-isolated chargers are grounded to the vehicle's frame, sharing a common ground with the vehicle. Isolated chargers are not grounded to the vehicle's frame. Nomadik installed the new isolated charger by grounding it to the chassis, in other words, wrong & probably voiding the charger manufacturer's warranty. I believe that because Nomadik grounded the isolated charger, voltage from the vehicle starter battery is flowing into the camper's electrical system, by-passing all safety controls creating a fire hazard. When all circuit breakers are off in the camper, nothing should work. However with the van engine running, all 12v systems in the camper do work even though all breakers are off. I believe this is because voltage from the engine is flowing backwards to the camper via the common ground wire Nomadik installed. Four months ago Nomadik committed to helping resolve the problem but has gone silent since, making no effort to resolve the issues and damage, their installation is causing.

  The Isolated charger we installed is wired correctly. I've included the wiring diagram provided by Victron for the isolated orion charger. The ************** side is from the van's battery attached to the motor. That whole side of the system is "chassis ground" Meaning the incoming side of the orion is wired to the chassis ground, whereas the output side is wired into the vans house battery system. Keeping these two negative connections is what makes an isolated charger "Isolated". Therefore, the orion should be chassis ground on the incoming power side of the unit. There are two ways to do this, the first would be to run a negative wire directly to the vans battery, the other would be to ground to chassis...these are the same connection because they chare a common ground. We tested the unit and the system after install and we saw incoming power from the charger.

  If for some reason the unit reset, the factory default in the Victron connect app may show the Orion unit set up as a supply instead of a charger, which might explain the power draw that was seen by the customer. Please verify the unit is set as a charger and not a supply. Another explanation would be an unknown and unseen additional chassis ground in the house battery system. If for some reason the original builder added a chassis ground to the battery system it would combine the two systems resulting in the Isolated orion to not function properly. This is more unlikely because we had verified functionality with the customer when the van left the shop. Another likely cause may be a wire that has since worn through its protective sheathing behind a wall somewhere and that ground is now making contact with the metal on the van which would become an unintentnional chassis ground. We would be happy to schedule a warranty repair service at the shop, but do not feel that a refund for the provided service is warranted.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23013734
  
  I am rejecting this response because:

  Nomadik's statements are an admission guilt.
  
  Nomadik as informed the BBB that I brought my vehicle in for a specific problem, that Nomadik did not diagnose that problem. Instead Nomadik took advantage of me, traveling solo with two dogs and ***** miles from home and nowhere to go while my vehicle was being "repaired," to sell ~$1,100 in parts that do not appear to have been needed.
  
  That's what Nomadik has admitted to the BBB and if that is the case, its fraud.
  
  As explained to ***** at Nomadik, the power failure that I brought the vehicle to Nomadik to diagnose and fix, did not take place while the vehicle's engine was on. It took place while the engine was off, while camping in ************, in a very wet and humid environment. This is important for reasons I will now explain.
  
  It is important for the BBB to appreciate that a DC to DC charger only works when the vehicle is running; when the vehicle's alternator is generating electricity to charge the vehicle battery and, send some of that electricity to the house batteries and as such cannot, by definition, cause a power failure when the charger is not on.  
  
  Accordingly, a charger swap to address an at-rest, engine off, power failure was not warranted.
  
  Nomadik has entertained the BBB with hypotheticals. Allow me to do the same or at the very least, counter some of Nomadik's.
  
  The electrical system was functioning fine prior to Nomadik except for the power loss that Nomadik admits it did not fully investigate - the reason I brought my vehicle to Nomadik in the first place.  It does not now.  With all breakers off, even the main camper breaker, with the engine running 12 volt devices in the camper receive power.   I have a video to show this if the BBB's web site will upload videos.  I have provided a ;link to this video to Nomadik.  The cloud storage site shows that Nomadik has not downloaded the video; reviewed the evidence I supplied them.
  
  Hypothetical #1:
  What is the likelihood that with Nomadik replacing a damaged ground wire which had been exposed to the elements under the vehicle for 5 years and quite possibly "shorting out", replacing that ground wire was all that was needed to address the camper's electrical system's sudden power failure?
  
  It is entirely plausible and I submit probable, that replacing a damaged ground wire exposed to the elements for 5-years was the sole remedy needed for the power failure and that installing a new charger, especially a different type of charger than my vehicle was wired for, was unnecessary as well as problematic.
  
  Hypothetical #2:
  Had Nomadik tested my 12v DC system after replacing the damaged ground wire, it may have found no need for further repairs or component swaps. 
  
  Hypothetically then, Nomadik improperly padded its invoice with components for what would have otherwise been an invoice for couple of hours labor and miscellaneous shop supplies.
  
  Hypothetical #3:
  What is the likelihood that installing a different type of charger than my vehicle came with and most importantly is wired for, and then installing that different type of charger improperly, is a cause of any new electrical problems including but not limited to: electricity flowing backwards when the engine is running, bypassing circuit breakers and powering the camper's 12 volt devices?
  
  It is entirely plausible and I submit probable, that when Nomadik improperly installed electrical componentry in my camper, components it is not wired for, Nomadik not only did not solve the problem I took the vehicle to Nomadik to fix but, created new and different problems.
  
  Hypothetical #4:
  What is the likelihood that Nomadik, by using an undersized wire, specifically a #6-AWG wire to ground the isolated charger to the body which again, is an improper installation of an isolated charger, instead of a #2 AWG cable as used by the camper builder and still used on 3 of the 4 connection points, Nomadik caused any of the new electrical problems that it claims, hypothetically, may exist?
  
  (clarification: Hypothetical #3 focuses the improper installation of the isolated charger whereas Hypothetical #4 focuses the size of the wire Nomadik added during its improper installation; a difference of labor and parts)
  
  ---------------------------------------------------------------------
  
  
  As part of this response, I have uploaded images, including isolated and non-isolated charger wiring diagrams. I have added descriptive and/or explanatory text to these images as opposed to simply identifying them as Exhibits without direct context.
  
  These uploads are intended to illustrate for the BBB how isolated and non isolated DC to DC charges are supposed to be wired and how the isolated charger was wired in my vehicle by Nomadik. These images in fact, prove a negative (pun intended).
  
  Focusing the BBB's attention on the isolated wiring diagram, I draw its attention to the fact that an isolated charger has both a red (positive) and a black (negative) wire connecting the vehicle's starter battery to the ** to DC charger.
  
  unlike in your home which uses AC current which alternates in both directions at 60 cycles per second, electricity in direct current (DC) systems flows in one direction only and constantly. Typically red wires or cables, are used for positive electrical outflow from a source such as a battery.
  
  In DC systems the positive cable delivers power to devices such as lights, fans, radios, refrigerators, etc. The black wires, or cables, provide a path for the electricity to return to its source; thus completing a circuit.
  
  In the isolated diagram the BBB can see that there is an isolated pathway from the starter battery to the DC to DC charger, and back. This is not how Nomadik wired the isolated charger in my camper and that, in a nutshell, is the primary, but not exclusive basis, for my complaint.
  
  With its understanding of how DC power works and how isolated and non-isolated chargers are to be wired, I ask the BBB to review the uploaded image of my vehicle's starter battery.  In the uploaded image the BBB can clearly see there is no auxiliary cable, black or otherwise, connected to the battery's negative post.  Nomadik did not wire the isolated charger properly. Period.
  
  Furthermore, the improper wiring is allowing electricity to flow backwards, from the vehicle starter battery to the camper's 12 volt devices when the engine is running even though all 12 volt devices have their breakers in the off position. This extremely dangerous situation is made possible by virtue of the fact that Nomadik attached the return path black wire to a vehicle's body panel instead of running a #2 AWG cable back to the starter battery.
  
  I also ask the BBB review a different image which shows 4 wires connected to the Nomadik installed charger. Note there are a total of 4 cables but that one is undersized compared to the others. As the image notes, the undersized wired is the Nomadik installed, and improperly so, black return path wire.
  
  As noted in yet another image, the undersized wire Nomadik installed, improperly, is a #6 AWG wire. What is called for, what is OEM with my camper, is much larger, much higher capacity #2 AWG cable. The images showing #6 wire where #2 cable should be used, is further evidence that Nomadik performed the installation of the isolated charger, needed or not, improperly.
  
  As I have clearly established an improper isolated charger installation by Nomadik Customs, as I have made a compelling case that questions the need for such a part in the first place and, that these very parts and the improper installation of then have created new, and costly problems to resolve, I advising the BBB that I am requesting a full refund from Nomadik Customs less, the labor to install the wooden cabinet door (see itemized invoice previously provided).
  
  Sincerely, 
  **** *********

   

  Business Response

  Date: 03/20/2025

  The DC/DC charger WILL drain the vehicle's battery if it is an Isolated charger, but the settings in the app have it set up as a power supply, and not a charger. Please provide two things:

  1. A picture of the DC/DC charger showing that it is an isolated charger. 

  2. The victron connect app showing the settings for the orion charger in question showing the settings input.

  We are not just throwing hypotheticals out into the wild. I've tried to expain differences in chargers and give my opinion on further problems that may be present in the system. As I've reiterated, I'd be happy to do a warranty repair/swap on the unit. The ******* component has a manufacturer warranty, we cannot also rule out the option that the charger is malfunctioning. 

  I understand **** is frustrated, but we have not taken advantage or committed any kind of fraud. I'm happy to stand behind and honor the work done by Nomadik Customs. If the van were to come through the shop, I'd happily take a look and see what we can do. **** has also already disputed the credit charge with his bank for the entire sum of *******, and not the 1100~ dollars he was disputing here. At this point, I'm failing to see what the further issue is. Nomadik Customs is responding to these repeated rejections, and offering advice and the opportunity to bring the vehicle to the shop for warranty work.

  Customer Answer

  Date: 04/01/2025

  To: Better Business Bureau ********, **

  Subject: Nomadik Customs, Complaint #********

   

  Let me begin with an apology for my delayed response. I do not wish the subject case to be closed. I have been desperately trying to find a ******* dealer installer willing to fix the problems created by Nomadik Customs.  Unfortunately, they are few and far between in my part of the country and the two that are local, within a hundred miles, work on boats, not vans.

   

  Just today, using AI chat to search for a ******* distributor, I have sent inquiries to a wholesaler in ****** and another in ******. I am working diligently to find someone to fix the problems created by Nomadik; Nomadik won't.

   

  To recap for the BBB, Nomadik Customs improperly installed a Victron Orion Isolated ***** 15 DC to DC Charger in my vehicle. The installation was completed as if the charger was non-isolated rather that isolated which deviates significantly from the manufacturers guidelines, potentially leading to electrical hazards and warranty issues. And Nomadik refused to communicate with me on the issue until I filed a complaint with he BBB.

   

  The Victron Orion Isolated charger is designed to operate with separate input and output circuits, including dedicated negative connections to the starter battery. However, instead of adhering to Victrons installation diagram, the dealer installed the charger using a shared body panel ground wire for the input negative. This wiring approach is suitable only for non-isolated chargers and fails to consider the isolated charger's specific design requirements.

   

  This improper wiring creates several risks:

   

  Electrical Problems: The shared ground may lead to grounding issues, potentially affecting the performance and safety of the electrical system.

   

  Since Nomadik's installation, the vehicle's starter battery to which the charger is connected, needs daily trickle charging. Another issue that I've discover is that with all camper 12v circuit breakers in the off position, all 12v devices in the camper power on when the vehicle's engine is running.  This is an indication that power is flowing backwards through Nomadik's improper installation and bypassing all circuit breakers and safety fuses.

   

  At the time of Nomadik's service, I had owned my camper for three and a half years. Never had I experienced similar electrical behavior before power on with breakers off.

   

  Allow me to remind the BBB why I took the vehicle to Nomadik in the first place.  I took my van to Nomadik due to unexplained total power loss. Not unexplained power on.

   

  My power loss was likely due to a faulty and undersized ground wire installed by the camper's builder in 2020. The *** ground wire is exposed to the elements and so it's need for replacement is not out of the ordinary.

   

  Nomadik replaced the damaged original ground wire with a more robust one.  This is to suggest, as I have done previously, Nomadik's replacement of the charger, with a different type charger and then wiring it incorrectly - according to the manufacturer, was likely unnecessary.  The likely cause of the power loss is probably the simplest: a bad ground wire.

   

  Moving on then:

   

  Internal Circuit Damage: The isolated charger may suffer damage to its internal circuitry as it is not functioning in the way it was designed to operate.

   

  Downstream Damage: Improper wiring can cause damage to connected devices and components downstream of the charger, including lithium batteries and other system components.

   

  Warranty Implications: The improper installation has likely jeopardized my manufacturers warranty, as it does not comply with Victrons specified wiring guidelines.

   

  Given these significant concerns and the fact that it took contacting the BBB to even get a response from Nomadik Customs regarding their installation, I urge the BBB to reject any and all of Nomadik's claims of proper installation and excuses for not addressing my concerns for more than 4 months.  I request that Nomadik take accountability for its actions and provide the following:

   

  A full refund or reimbursement for the improper installation.

   

  Compensation for the costs incurred in rewiring the charger correctly.

   

  A written acknowledgment of their mistake and assurance that similar errors will not occur with future clients.

   

  Supporting documentation, Victron wiring diagrams, photos of the original improper wiring, etc., have been provided to the BBB previously.

   

  Sincerely,

   

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

  Business Response

  Date: 04/16/2025

  Nomadik Customs is an authorized ******* installer. If there are any valid warranty items, we will be able to work directly with ******* to diagnose and replace any items.

  Carl's claims about damaging the rest of the electrical system based on one proposed non isolated charger just are not realistic. At worst, it is going to cause a parasitic drain on the van's battery and both systems will shutdown until recharged. He has already received a refund and per his statement about seeking a repair center in ******, We have already suggested he bring the van to us for warranty repair. Nomadik customs should not incur the cost of further repair beyond what we have already remedied and have offered to take care of any issues in house. We still invite **** to bring the van in for diagnosis/repair and will honor any manufacturer warranty from ********

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23013734
  
  I am rejecting this response because:

  We are getting nowhere with Nomadik Customs.  The most recent communication from Nomadic states that Nomadik is an authorized Victron installer yet, it clearly did not follow Victron installation protocols regarding the installation of the isolated charger. 

  I went to Nomadik to fix a problem. Nomadik has informed the BBB that it did not diagnose the problem before selling a piece of Victron equipment that has not solved the problem and in fact, was installed in contradiction to Victron's prescribed installation method.

  In addition, it took Nomadik 4 months to reach out to its customer, me, and then only after the ******************** got involved.

  Let's get Victron involved and before Nomadik's improper installation damages my $8,000 in lithium batteries or $5,000 worth of other Victron equipment - not to mention my chassis batteries.

  I have a $200,000 custom van on the line, at risk of electrical fire. Let's at least put Nomadik's ******* dealership on the line. It only seems reasonable.

  I suggest the BBB reach out to ******* to help establish, from the horse's mouth so to speak, whether or not wiring an isolated charger in a non-isolated manner:

  [a] Is in compliance with Victron's isolated charger installation procedures

  [b] Invalidates Victron's warranty for an isolated charger

  [c] Could be the cause chassis battery drain given the ground loop created

  [d] Could lead to a shortened life span of the isolated charger due to internal damage resulting from improper installation wiring.

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