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:03/25/2024

  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.

  I used CT Vans this fall to finish the conversion of my van. In the initial agreement, I explained the improvements I wanted for the van. I sent videos/pictures of the work I had previously done, and then drawings/photos/explanations of what I wanted done. After our discussions, I felt confident in giving them my business and went into contract. After the work was completed, I picked up the van in the pouring rain with my 3-year-old son to drive 5 hours back home to KY. But when I got home and inspected the van, I realized that CT Vans failed to complete tasks that directly violated the contract. Furthermore, much of their work was amateur, unfinished, and non-functional. After discovering these issues, I texted CT Vans my concerns, and have been in contentious communication since. *** had no success receiving fair reimbursement or having them complete the work that still is required. Yet, the most fraudulent issue is that I had installed over $1,000 of 80/20 structure for the cabinets. When sent pictures from them during the build process, I saw the 80/20 was gone. When I asked why, CT Vans told me it was removed because they lacked experience and couldnt complete the work on time. I was shocked because they never mentioned this before I dropped off the Van, and I even sent them pictures of it clearly installed; that conversation ended with them texting me that I will be able to sell it for a good amount. Yet, 2 days after I paid for and picked the van up, I realized that the 80/20 was not in the trunk like the rest of the materials I had purchased that were clearly mine. When I asked where the 80/20 was, CT Vans claimed they sold it for $50 on ******** marketplace doing so without my knowledge, well short of the nearly $1000 it was worth. He became defensive when I expressed that it was not theirs to sell, and then blocked me. Since then, we have communicated over email because I continue to reach out. I have all receipts, texts and emails to corroborate.

  Business Response

  Date: 04/03/2024

  Hello, 
  
  
  First off I'd like to say that *** was a pleasure to work with during the build and we were completely blindsided by her dissatisfaction a few days after pickup. However, we believe that we upheld our end of the contract and did so with integrity and understanding through the whole process. 
  
  
  I've attached our contract with ***, as well as her cost sheet, and 3 photos of texts from her. I have more texts I can send but this document only allows for 5 total attachments. 
  
  
  Our agreement with *** consisted of us working on her van for 40 hours (one week) and getting as much done on her list as possible. For reference, the average full build in a van costs $55,000 and takes about 6 weeks to complete. ***'s total cost for the week including materials and labor was $7,685. We believe that she was expecting the highest quality finished work, when in reality with her budget and timeframe it was not possible. We communicated with her that we would get done as much as we could and not go over her budget. 
  
  
  Throughout the week of her build, we sent her photo and video updates everyday of the progress. At no point did she express dissatisfaction in any way. On the last day of the build when we had completed our 40 hours, we sent her some final videos and photos and she was very excited and loved it. That text is attached. 
  
  
  Before her build, she said she had 80/20 material installed where the kitchen is. We told her we had never used 80/20 and that we may decide to just build the kitchen out of wood because we would save her time in labor costs and be able to get more things from her list finished. She agreed that was fine before we began the build. On pickup day, we gave her a full walkthrough of her build and showed her everything that we completed. This took about 45 minutes to an hour and again, she never seemed displeased in any way. 
  
  
  The 80/20 from her build was in the shop along with other parts of her build that we had to 'demo' before we began. She never asked for the 80/20 to be returned, and I expressed to her in text that had she asked we would have of course given it to her since we had no use for it. When she left the shop after pickup, we cleaned the garbage from the demo of her van along with the 80/20 and thought someone else could make use of the 80/20. We put it on ******** Marketplace and sold it for $50. We then sent her the $50 via Venmo. We have proof of both of those transactions. 
  
  
  After she expressed her disapproval with the quality of her **** we went through every detail one by one and told her that more labor hours would be required to finish certain aspects. However, the following are all things we agreed to fix for free if she returned to the shop. 
  
  
  Water heater cover
  Cover lights by upper cabinet
  Finish window trim
  Toilet opening not closing
  Bulk head trim out
  
  
  We also offered to pay her $350 for these fixes if she didn't want to drive to our shop. These are all very minor fixes and could be done in just a few hours. 
  
  
  For the rest of the work she was unsatisfied with, we offered her a 25% discount and said it would take an additional week to finish everything. 
  We believe that *** just had unrealistic expectations for the budget she was able to work with. We take great pride in our work and tried several ways to amend the relationship with ***, all of which she refused. Please let me know if you would like additional photo copies of our text conversations for further proof that we upheld our end of the agreement. Thank you.
  
  
  **** & Tyler 
  CT Vans LLC
  
  

  Customer Answer

  Date: 04/14/2024

  I am so sorry that I did not respond within 10 calendar days. I was not aware of this. Can the case be continued as I need to respond to their response and do not agree? Thank you.