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:04/18/2023

  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.

  June of 2022, I contacted Viper Customs in hopes to have my parents 2014 Sylvan pontoon boat repaired and restored. After speaking with ********, one of the businesses employees, she informed me that based on the items requested to be fixed and or replaced, I was looking at about a 3 to 4 week turnaround. I was given a ball park price and on June 23rd 2022, Viper Customs picked up the boat and transported it to their Louisville location for repairs and restoration.
  Over the next several weeks and then months, I had to constantly call and request updates. On two different occasions, I stopped at the shop to find little to no work done or completed. In October of 2022, I was told that the project was delayed because the installer had improperly installed the sheet metal siding. Again, after several more calls and with little to no communication, I was advised that the boat was ready to be delivered in early January.
  After the boat was delivered, I noticed that one of the seats had been improperly installed and that the ring around the batter cables protecting the decking was cracked and broken. I pointed these items out to ***, the owner and he agreed to fix the issues. I have called and texted *** numerous times since January's delivery date and have been given numerous excuses for not repairing the items. I also have concerns that if its this difficult to get minor repairs taken care of, that it will be extremely difficult to address any issues that might arise from poor quality of work or craftsmanship. My debt of $17,026 was paid to *** personally upon delivery of the boat. During the process that took not three to four weeks but, 7 months of delays, I documented the emails and texts from both *** and ********.
  In good faith, I interred into an agreement with Viper Customs to have professional repairs and restoration done to this boat. Viper Customs has failed to complete the job and or honor their word to correct any issues as a result of poor work.

  Business Response

  Date: 05/09/2023

  April 19, 2022 we received an email from ***** ******* about his parent's pontoon boat asking for an estimate.  We told him we needed pictures and details of the damage for an estimate.  On 4/26/2022 we received an email with pictures.  We gave him an estimate and requested a deposit to be placed on the schedule which we never received.  We picked up the boat on 7/8/2022 to help him and his parents not incur charges from their current slip rental agreement.  No deposit was received.  On 7/12/22 he picked out flooring via email and was told it would be 2 weeks to recieve.  7/13/22 we gave him a second round of estimates.  At this point there is still no deposit.  We normally do not even start projects without a 50% deposit.  We were trying to be helpful due to his situation.  9/13/22 we gave him a third round of estimates and told him the Sylvan decals were available.  He agreed to replace those.  We ordered the Sylvan decals on 9/13/22.  On 11/7/22 we sent ***** an email with pictures of his panels installed, interior and flooring.  We told him we needed him to come by for decal placement approval.  On 11/11/22 ***** came by to approve decal replacement and requested the panels be replaced in certain areas.  At this point we still have not received a deposit.  On 12/19/22 we alerted ***** the boat was ready.  On 12/30/22 we asked ***** when he can pay the invoice and when he would like delivery.  On 1/16/23 ***** paid $17,026.27 of his $17,465.27 invoice, shorting us $439.  His boat was delivered and accepted.  On 1/23/23 we asked ***** when he was going to pay the first invoice in full and when he was going to pay the second invoice for the depth finder install.  He asked us to install that after we were already done with his boat and before we delivered it.  He still has not paid either invoice.  ***** owes us a total of $691.43.  He has since communicated directly with *** ******* and no longer through the office.  His concerns were seat placement and a $5 trim ring.  *** ******* told him Viper Customs could address those concerns this Spring and fully intends to do so.  

  Customer Answer

  Date: 05/17/2023

  
  
  Complaint: ********
  
  
     I am rejecting this response because:  As I previously mentioned, lack of communication and inaccuracy seems to be a common problem with the company. In the response from Viper Customs, they stated that the boat was picked up from 7/8/2022 but, I was informed that the boat had been picked up on 6/23/2022. We picked out the flooring in person and was told that it would take two weeks to arrive and another week to strip the old and install the new. There was a period of no contact in which I placed one of numerous calls to the business office. It was at this point and time that I was informed that the flooring originally picked out was no longer available. I picked out another color and design and was told it would be an additional two weeks for that order. Again, after a long period of no contact, I reached back out to the business and inquired about the status of the boat. ******** told me that *** needs to speak with me regarding the replacement of the side panels or sheet metal. I spoke with *** who informed me that his install guy had botched the work and that the side panels did not look good. According to ***, the panels would be replaced but, additional time was needed to reorder the items.

      At this point, we are in October. Four months after the boat was picked up and work started. I had difficulty getting answers on the progress so, I made a stop by the shop. There were two gentlemen working on the boat and I asked how the progress was. They told me that the radio and lights had been installed and worked but, they could not get the interior lights to work while I was there. My intentions were to install a fish finder while the boat was still there. I asked the gentleman how long he thought it would take to do the install at which time he stated, "no more than an hour or so". While *** was on the property, I also asked him how long the install would take. I was told that they don't take long. The previous quote for labor was $75 an hour for future reference.  

    The Sylvan decals referenced in Viper Customs response was agreed upon and I had knowledge of the order. If they would review previous emails, the agreement was for three decals marked as "Sylvan". One for each side and one for the front gate. Upon delivery of the boat, only two had been placed on the boat. One on either side. I did stop by for the decal placement approval and was able to view the boat while still on a trailer. There was a noticeable crease and or dent in the area where the Captains seat and steering wheel are at. I pointed the item out to *** and he agreed that it could be better and was fixed. I informed *** that I would purchase a fish finder related parts so that it can be installed. I delivered the fish finder and found the boat outside of the building in a back lot covered up. *** sked me where I would like the fish finder installed and I pointed out the area. While walking around the boat, I discovered that the engine cover had a large crack and noticeable damage that was not there previously. Again, I pointed out the damage and *** agreed to have it fixed. 

     On January the 13th, the boat was delivered to my slip by *** Jackson. The boat was dropped off and that's when I noticed the seat in the front was not mounted correctly. *** told me that he had asked his installer about that and was told it arrived that way. I produced the cashiers check to *** only after he confirmed that the check covered all work done and that I was paid in full. This was my understanding since ******** emailed me twice stating she was working on the invoice. One of the last being December 27th, 2022. When I received the final email prior to delivery, my understanding was that the total would be $17,026. This was confirmed by *** when he dropped off the boat and took position of the check. Following the boat being dropped off, I produced pictures of the boat prior to any work being done to show the boat seat was not reinstalled as it was originally designed to be. *** stated that he would have his installer fix the matter.

    I then received two separate invoices from ********. One for pick up and drop off. The second for the installation of the fish finder. Both came after I paid *** the funds requested upon delivery. I did reach out to *** and ******** both to inquire about the two invoices. My question was why they did not appear on the original invoice and why the cost of the fish finder install was almost $300? *** told me via a phone conversation in January, that he would look into it. I have never received a single update regarding the amount. My reason for contacting *** personally was due to the lack of communication with the business office. According to ********, *** stated that he would repair the issues in early spring which had not been relayed to me. I have included all the previous texts from *** stating that he would come to do the repair but never showed. Further, I have paid for all the work and debt as it was correctly described to me. I have never withheld funds or payment from Viper Customs. My questions about the invoices after delivery have never been answered. Lastly, the $5 trim ring and seat placement that was mentioned should not take 5 months to repair.  

   

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

  Business Response

  Date: 05/25/2023

  We have from day 1 planned on doing the repairs and doing any and all warranties.  All repairs should be facilitated within the next 30 days.