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:11/01/2023

  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.

  On 9/11/23 we were quoted $1907.87 for ******* gas heater install on '23 ******** ********. The quote said 12 hours total labor for gas ******* heater install and we paid half that to reserve a spot in the garage. On an email update they said, "I spoke to my tech this morning, and he anticipates that this job will not complete until tomorrow—longer than anticipated, but there are several differences with the gas version of the ******** than the diesel, as I noted earlier with the lack of a quick tap, having to drop the tank, etc. "When we got our final invoice, the total was for $3443 from 20 hours of labor. They knew it was a gas sprinter and they would have to drop the gas tank and would have to tap the gas tank themselves and not be able to "plug and play" as they do with the diesel models. It is easily accessible information that the newer gas sprinters cannot be simply plugged into and require to be drilled and tapped. They also increased hours due to running the electrical wires back to my fuse box in rear of van when I told them there are wires that I've already routed that are easy to follow and will not require much time to route. They claimed splicing the wiring harness and extending it caused hours of labor which is a job I could do myself in 30 minutes to 1 hour and I am an ametuer. This company claims they are the best on the east coast but under quoted us for a total of $1536 above original quoted price of $1907 (over 75% increase) for a van and heater install they should have had all the knowledge on before giving me a quote.

  Business Response

  Date: 11/22/2023

  When this installation was originally estimated it did not include the removal of the fuel tank to install a fuel pick up for this customer supplied heater kit. Customer was originally estimated a standard install time of 12 hours based on the fuel tank using a ****** fuel quick tap, as noted in the estimate. The customer was told over the phone that if the fuel tank did not have the available quick tap that it would require dropping the tank and would add time to the installation. The vehicles fuel tank did not have a quick tap and as a result the fuel tank had to be dropped and a fuel pick up installed, which added additional time.
  

  The customer provided the heater kit for this installation and the provided kit was incomplete, thus adding additional time and materials. The estimating sales person also had no knowledge of this factor at the time the job was originally estimated.
  

  The ******** ********* have multiple variants and differences from model to model, coupling this with the fact that there were many changes ******** made for the 2023 sprinter model year, created unforeseen issues at time of estimation and labor deposit. MLO did contact the customer to let him know the additional time required to complete the installation.  
  
  Due to this being a gasoline powered heater, additional time and shop supplies were required for a safe installation.  MLO will not compromise customer safety or cut any corners on an installation especially when it involves the much lower flash point of gasoline vs. diesel. 

  
  

  Customer Answer

  Date: 11/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  When I initially spoke to your people about the quote, they asked the model of the van and I told them. I made it clear on the first phone call that it was a gas sprinter and you cannot use the ****** fuel tap, that you'll have to drop the tank and tap it yourself. That is the only reason I had you guys perform this work, as the tank drop is only difficult part for an ametuer to do with the install. $3500 is outrageous for the work you guys did knowing what model van it was before you even gave the first estimate of $1800. It is your fault for failing to realize with the information I gave you before the quote that this install would require more work than your typical diesel heater installs. When I told you on the initial phone call that it was a gas sprinter and that I don't want to do it myself because of the difficult fuel tap you should have given me an appropriate estimate for the work. Instead, you charged 84% over the initial estimate which is irresponsible and unethical. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 12/18/2023

  As initially stated, when this installation was originally estimated it did not include the removal of the fuel tank to install a fuel pick up for this customer supplied heater kit. Customer was originally estimated a standard install time of 12 hours based on the fuel tank using a ****** fuel quick tap, as noted in the estimate. The customer was told over the phone that if the fuel tank did not have the available quick tap that it would require dropping the tank and would add time to the installation. The vehicles fuel tank did not have a quick tap and as a result the fuel tank had to be dropped and a fuel pick up installed, which added additional time.
  
  The customer provided the heater kit for this installation and the provided kit was incomplete, thus adding additional time and materials. The estimating sales person also had no knowledge of this factor at the time the job was originally estimated.
  
  The ******** ********* have multiple variants and differences from model to model, coupling this with the fact that there were many changes ******** made for the 2023 sprinter model year, created unforeseen issues at time of estimation and labor deposit. MLO did contact the customer to let him know the additional time required to complete the installation.  
  
  Due to this being a gasoline powered heater, additional time and shop supplies were required for a safe installation.  MLO will not compromise customer safety or cut any corners on an installation especially when it involves the much lower flash point of gasoline vs. diesel. 

• Initial Complaint

  Date:08/20/2022

  Type:Product 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.

  The sales (*********************) and customer service staff (********************) made a series of mistakes that cost $565.50 in additional parts a labor to correct - which they now refuse to pay. In April 2022 I ordered a suspension upgrade kit for my ******** van through ********************* at Mainline Overland. I advised him I was leaving on June 8th with the van, needed the upgrade installed before then and asked if we could schedule an appoint for June 6th. He replied, “I usually like to get the parts in first so I can just make sure nothing is broken, missing or damaged.” On May 26th the kit arrived but MLO could not schedule the installation until Mid July. *** recommended I find another installer along my travel route to whom they would ship the parts. Concerned about shipping delays/mix-ups I drove to the shop in Chester, Pa and physically picked up the kit from ***. On June 19th I delivered the van and kit to **** ****** **** in Irving, Tx for the installation. ** called the next day to say the kit was for a different van. *** gave me the wrong parts. Fortunately JR had a set of rear shocks in stock ($450) but the springs would not fit. I called *** on June 21st and he agreed to ship the springs to another installer (which I had to find), pay the additional installation and refund the cost of the rear shocks. However, ****** ******* (customer service manager) said in an e-mail, “ We will be refunding you the amount you paid us for the rear shocks which is $375.00… We will not be paying for another shops labor.” MLO shipped the springs to *************, in Spokane, Wa., who called on July 28th to report the springs arrived with parts missing. When I called ****** ******* she refused to accept any responsibility saying it was my problem to resolve with ***. Luckily, the kit manufacturer intervened and supplied new springs at no additional cost. The spring installation cost 490.50. Hence, $75 (rear shocks) plus $490.50 is $665.50. 

  Business Response

  Date: 11/10/2022

  ****,
  
  Please see our response to this customer's complaint below:
  
  "The Customer purchased a Van Compass suspension kit for his ******** ******** ****. Upon arrival to pick the parts up at MLO’s West Chester, PA facility the Customer was incorrectly given a similar but significantly more expensive upgraded suspension kit for a ******** **** which shares the same front end components as the ******** **** kit. The automotive shop that the customer selected to install the kit discovered that the rear end components were incorrect after first installing the more expensive upgraded front end components that were not part of customer’s original parts purchase. After discovering this, the customer’s installation shop sold the Customer and installed the correct Sprinter 3500 rear shocks.  
  
  MLO refunded the customer the cost for the rear shocks that he paid in his original transaction. MLO then shipped the correct rear leaf springs to the customers provided address on the West Coast at significant expense, but no additional charge to the customer. MLO also provided a return shipping label for the incorrect rear leaf springs, again at no additional expense to the customer. 
  
  The Customer stated that the rear leaf springs arrived damaged, but could not send us any photos and did not refuse or note the items were damaged when signing for receipt of the shipment with ***. MLO then worked with the kit manufacture, Van Compass, to get yet another set of rear leaf springs shipped again to the Customer at MLO’s expense to make this customer whole. 
  
  The Customer demanded payment for the installation of his parts, which was never a part of the original transaction between MLO and this customer, as such we could not pay for any such installation costs. 
  
  MLO has gone above and beyond to correct the order issue for the customer. MLO paid all shipping charges & paid to get correct undamaged part to the customer at no additional expense. MLO did not attempt to recoup the significant cost difference on the upgraded front shocks that customer had their shop install. MLO refunded the cost for the incorrect rear shocks once they were returned to MLO. MLO considers this matter closed."
  
  Thank You for helping us respond to this matter.
  
  Kind Regards,
  Matt
  
  Matthew H******
  President
  ###-###-####
  ********@mainlineoverland.com
  ************************

  Customer Answer

  Date: 11/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *******
  *** **** correctly states they gave me the wrong parts.  He misleadingly says the “wrong” parts were a significant upgrade.  He can have them back anytime he wants to come get them and install the correct parts.  
  

  The facts are their mistake required me to spend additional time and money with two different installers to finally get the correct parts.  Saying they “worked with” the supplier is laughable.  They bungled the shipment of the springs, would not talk to the shop about the arrival of the springs with missing parts and when I called their customer service person she said it was my problem and the take it up with the shipping company.  It was only with the intervention of the supplier (specifically **** **** at **********) that I finally received the correct springs.  

  This is clearly a company intent on continuing to stonewall and obfuscate to avoid responsibility for the errors they committed that cost me several hundred dollars to correct.  I do not accept their twisted version of the events.  They still owe me for the additional costs incurred because of their exceptional display of extreme ineptitude.  

  Business Response

  Date: 11/15/2022

  Customer: “*** **** correctly states they gave me the wrong parts.  He misleadingly says the “wrong” parts were a significant upgrade.  He can have them back anytime he wants to come get them and install the correct parts.”
  

  Response:  The upgraded front shocks mistakenly provided to the customer were in fact a more premium adjustable option from the same shock manufacturer. The price difference as seen on the attached screen cap of the *** ******* website shows a cost difference of approximately $530, which is a significant increase in cost. The customer was not charged for this upgrade.

  Customer: “The facts are their mistake required me to spend additional time and money with two different installers to finally get the correct parts.  Saying they “worked with” the supplier is laughable.  They bungled the shipment of the springs, would not talk to the shop about the arrival of the springs with missing parts and when I called their customer service person she said it was my problem and the take it up with the shipping company.  It was only with the intervention of the supplier (specifically **** **** at **********) that I finally received the correct springs. “
  

  Response: As previously stated and seen on the attached original invoice, the customer only purchased parts from MLO, no labor was performed, therefore no labor can be refunded. The Customer stated that the rear leaf springs arrived damaged, but again could not send us any photos and did not refuse or note the items were damaged when signing for receipt of the shipment with ***, allowing no corrective action. MLO then worked with the kit manufacture, *** *******, to get yet another set of rear leaf springs shipped again to the Customer at MLO’s expense to make this customer whole. The correct springs that the customer references above that were sent from **********, were in fact paid for by MLO. All shipping related expenses throughout this process were also paid for by MLO.
  
  MLO took responsibility for the parts mix-up and went above and beyond to provide the correct parts and even upgraded parts at no additional expense to the customer. The customer was additionally refunded for the parts that were returned.

  Customer Answer

  Date: 12/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The business, even though acknowledging their errors, has not paid the additional expenses I incurred because of them; even though *** ******* agreed to do so in our conversation on June 24th.  
  
  Regards,
  
  ******* *******
  

  Business Response

  Date: 01/17/2023

   "As previously stated and seen on the provided original invoice, the customer only purchased parts from MLO, no labor was performed, therefore no labor can be refunded. Covering the expense of installation was not offered." 

  Customer Answer

  Date: 01/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It's obvious company management has no interest in taking responsibility for their mistakes or keeping their commitments.  Any further contact with them is pointless.  Perhaps the courts might be a better venue for resolution.    
  
  Regards,
  
  ******* *******