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:09/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 April 23, 2022, I purchased a 2" leveling kit from Custom Trim for my newly purchased 2022 GMC Sierra 1500. My vehicle was only 2 months old when I had the leveling kit installed. 2 months after the kit was installed, I began to notice a knocking or clunking sound coming from the right front-end area of my truck. This was a brand-new truck, so I took the truck back to Custom Trim to have them inspect their work and to determine the cause of the noises. They were unable to duplicate the issue I was having and did not perform any additional work on the truck, other than to use zip ties to hold down a cap that wasn't fitting properly over the left front strut. The noises continued and had progressed into an actual knock whenever I turned the steering wheel. This went on for another 3-4 months, with me taking the vehicle back to Custom Trim each month to complain about the noises. Finally, after a test drive with the owner of the shop, he heard the noises, and a diagnosis was made. The owner said they would repair the vehicle at no cost to me. 6 months later the noises returned and again I took the vehicle back to have it serviced. I was told that there was nothing wrong with my truck, that they were not able to replicate the noises. Now, nearly 2 years after the fact, a certified mechanic showed me exactly what was causing the clunking and knocking. The mechanic showed me that the upper control arm on the driver's side was moving, causing the noises I'd been hearing all this time. He says this part is not supposed to move, that it should be stationary in its position. I took the vehicle back to Custom Trim on Aug 27, 2024, showed them exactly what was shown to me about the moving control arm and they agreed, this was not supposed to be moving, they claimed this part was not touched by them, yet they agreed to service the truck once more. Later that day I was told that the part had been tightened and the noises were gone. The noises returned the next day.

  

  Business Response

  Date: 09/11/2024

  On May 29th, 2022 we install a Rough Country 2" leveling kit onto *** ******' vehicle. The model number of this product is ********** and the instruction manual is attached. *** ****** has returned numerous complaining of a noise issue, however during his various visits, we have been unable to replicate the issue until two visits ago. Our owner rode with *** ****** and heard a noise. When we checked the vehicle, the only thing we were able to find was a wire tie down channel (this is what *** ****** is referring to as a cap) that was unable to be attached at it factory location so we zip tied it to prevent motion. After this correction and a road test, we no longer were able to hear any noises.

  August 27th of this year, *** ****** returned and showed us the issue with the upper control arm. The loose nuts pointed out by *** ****** are the at the top attachment point of the upper control arm. These are not removed during the installation of the leveling kit, which can be confirmed by following the installation manual attached. I explained this to *** ******, but agreed to have our Mechanic check those attachment points on the 29th as a courtesy in order to hopefully maintain *** ****** as a customer. On the 29th we performed this service. Testing in both the shop and road testing showed no further issue. 

  *** ****** did report to me the last time we spoke that when he took the vehicle home there were no issues, but the next morning there were noise issues again and that the attachment nuts were loose. It is inconceivable that these nuts would have loosened while the vehicle sits. Every time we have looked the vehicle after the original install has been at additional expense to us in good faith, finding nothing at issue related to our scope of work. Unfortunately, we cannot continue to service parts that fall outside of the scope of work that we originally performed.  We would be willing to return the truck to factory at our normal going rate so that his dealership would be willing to look at the vehicle, as they are refusing to service it, from our understanding, and that is where his complaint may actually lie.

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because: Custom Trim knows that I’ve said many times before that I
  am not looking to cause any trouble and I’m not into causing drama, all I’m
  looking for is to have my truck fixed correctly, that’s it, that’s all. I do
  not accept this reply. First, this was a brand-new vehicle that was only 2
  months old, there were no issues, no noises, no concerns. I can attest that
  there has never been any mechanical work done to my vehicle, except for the work
  that Custom Trim performed. I still think it’s odd that almost immediately after
  the work was done, I began to experience the noises and clunks. I can also
  provide testimony from people that have also heard the same things that I’ve
  heard. Second, I’ll admit that I don’t know the first thing about installing the
  leveling kits, but it seems to me that there were a lot of pieces and parts
  that were “touched”, to install the kit, it’s quite possible that the bolts on
  the control arm could have been loosened for one reason or another? In the
  instructions they provided, items 32 through 34, refer to the upper control arm
  and upper strut mount, and photo #31 shows the upper control arm during this
  installation. It seems to me that in trying to reattach the cap, the upper control
  arm was adjusted to accommodate this fitting. The instructions clearly say this
  kit is for a 2019-2020 GMC, my truck is a 2022, so why use a kit that’s not
  designed for my truck? Third, since this was a new vehicle, why was it
  necessary to remove the cap from the top of the strut, since they claim that
  the lift kit was installed from the bottom up and placed into position to the
  top of the strut. The “cap” had to be loosened, and it seems that the control
  arm had to be loosened too.  Why was the cap
  unable to be put back into its factory position, and how unprofessional was it
  to utilize zip ties to secure it from moving. I paid good money to have this
  kit professionally installed, only to have something rigged with zip ties.
  I do recall asking the technician why they used zip ties
  in the first place, he said because after they installed the kit, the factory
  bolts were not long enough to properly secure the cap, so they improvised.
  It’s very possible that since driving this vehicle for
  the last 2 years, that the bolts on the control arm have become elongated and
  therefore tightening the bolts would be a moot point since the holes no longer
  support the bolts. I believe this has become a safety issue with my truck and
  there is no other explanation how or why this upper control arm has worked
  itself loose. I feel that Custom Trim needs to accept ownership of this
  installation and make it right for the customer. Fifth, why risk liability by adjusting
  a part of the vehicle that they claim was never touched by Custom Trim?
  
  
  
  

  

  Business Response

  Date: 09/26/2024

  ***
  ****** has not submitted any new information but reiterated the same points.
  However, in order to resolve this so that everyone can move on, we would be
  willing to, at our expense, replace the connecting hardware of the upper
  control arms. This would include the top bushings and any nuts/bolts connecting
  the top of the control arms. Although we did not remove the control arms for
  his installation, *** ****** has been unwilling to accept that answer. We
  previously tightened the upper control arms because of this. We explained to
  *** ****** why they didn’t need to be removed, yet he still expected us to
  repair them. There is no solution to *** ******’ satisfaction that doesn’t make
  us liable for parts we didn’t service, but we are willing to make a final
  attempt to resolve his issue nonetheless. If *** ****** would like to proceed,
  we ask that he call in to us to arrange a day for this to happen.

  Customer Answer

  Date: 09/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I will contact the business to schedule the aforementioned repairs.

  I thank Custom Trim for providing this solution.