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:05/11/2025

  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.

  I contracted Boulder Campervans (BCV) for a custom van build and took delivery in May 2024. Since then, I have experienced a consistent pattern of miscommunication, poor workmanship, and negligence that has cost me significant time, money, and emotional distress. My van was delivered late, incomplete, and riddled with design flaws and system failures many of which posed safety risks or rendered parts of the van unusable. Despite multiple written and verbal attempts to obtain support and resolution, *** has consistently failed to take accountability or reimburse me for out-of-pocket repairs.Key issues include:Repeated installation of the wrong AC unit, forcing me to live without climate control for over two months.A critical safety failure due to improperly installed suspension, which caused my van to stop functioning on the highway.Rear door gear (spare tire carrier and ski box) installed on damaged hinges without disclosure, leading to further structural damage.Water system failures, lighting and wiring issues, improperly installed electrical components, and false claims of post-delivery support.Requests for warranty information were ignored, and *** refused to repair damage caused during the build, including torn upholstery and broken fixtures.I was charged $1,200 for a design change initiated by BCV after approving my original layout.I have discovered at least $7,000 in overcharges for parts, verified through an independent audit.I provided *** with multiple opportunities to resolve these matters amicably and even offered several financial settlement options. Their response did not adequately address the damage caused or the costs Ive *********** this point, I am seeking financial compensation that reflects the cost of the build, extensive repairs, lost time, and the continued inability to safely and fully use the van as intended.

  Customer Answer

  Date: 05/14/2025

  Here is the attached PDF document with all the information regarding my complaint.  

  Business Response

  Date: 05/19/2025

  ******

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23315310
  
  I am rejecting this response because:

  It's not a response.  All the business did was write their name.  Not sure it it was a mistake or not but it's not an appropriate response.  The builder wants peaceful resolution and the quicker that can be achieved the better for both parties.  I stated multiple times I am open to negotiation however for a negotiation to occur I need an actual response from the builder.

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

  Business Response

  Date: 05/20/2025

  We appreciate the opportunity to respond to this complaint. While we acknowledge the clients dissatisfaction, many of the claims made are factually inaccurate, lack necessary context, or were never communicated to us prior to her public campaign.
  We would like to address the following concerns:
  AC Unit & General Support: The client was invoiced for an X2 A/C unit. As a courtesy, we upgraded her to the more advanced X3 model at no additional cost. It was professionally installed and tested. At no point was she forced to live without climate control due to any inaction on our part. We also replaced several other items at no charge, including a broken table, drawer, bug screen, and a manufacturer-defective fridge. When the client visited our shop in January 2025, none of the issues mentioned in this complaint were raised. During that visit, she verbally confronted staff and threw her keys at an employee. Due to this behavior, and because she had taken the van to multiple outside builders without our consent (as prohibited in our warranty terms), we formally voided her warranty. The current BBB complaint and smear campaign followed shortly thereafter.
  Suspension Issue: The client never brought any suspension issue to our attention until it was publicly posted over a year after delivery. We were not given a chance to inspect or verify the cause. Its possible the issue is related to the undercarriage damage described below, but we cannot assess this after-the-fact with no prior notice or service request.
  Rear Door Gear: The ski box and spare tire carrier were installed at the clients request. Subsequent damage was reviewed by a third-party technician, who determined it was consistent with impact from off-road use not due to improper installation. As noted in our agreement, Boulder Campervans is not responsible for pre-existing conditions in the used van provided by the client.
  Water, Lighting, and Electrical Issues: These concerns were never submitted to our team. The client did not request service or inspection and instead chose to work with third-party vendors. As clearly stated in our warranty policy, unauthorized external modifications void warranty coverage.
  Warranty and Post-Delivery Support: Our team, including ******, provided extensive post-delivery support, including coordinating warranty claims and offering part replacements. We have documentation of emails and calls confirming this. Claims that we refused to assist are untrue.
  Upholstery and Fixture Damage: This is the first time we have been made aware of any torn upholstery or broken fixtures. These issues were not mentioned during the final walkthrough or in any post-delivery communications.
  Design Change & $1,200 Charge: Additional labor was required, and the charge was discussed and approved. In a custom build, labor adjustments may arise as construction progresses.
  Alleged $7,000 Overcharge: We have not received the independent audit the client references. However, we are aware she contacted our suppliers, several of whom confirmed that our pricing was accurate and industry standard. We worked with the client to manage her budget and provided multiple cost reviews throughout the build.
  Resolution Attempts: We honored the clients original request for a $7,500 refund in exchange for a mutual NDA. This made was made in writing and she declined her own offer to resolution. In the same email, the client threatened reputational harm if her demands were not met. Since then, she has publicly made false claims and encouraged followers to leave fraudulent 1-star reviews. Its important to note, she has had the van for over a year, has acknowledged off-roading it, and has involved multiple third-party service providers without our approval. Based on these facts, we do not agree that a $300,000 refund is warranted especially as this figure far exceeds the total amount paid.
  
  
  Another point to note, ***** visited the shop on a near-daily basis during her vans construction, working from our office and frequently standing with our team during the build. She was actively involved and aware of each stage, which makes many of the claims of surprise.
  
  
  Vehicles, especially custom campervans, naturally settle over time and require minor adjustments which is why we offer a one-year warranty to resolve such issues. We believe we have acted responsibly and professionally throughout the build and after delivery.
  We stand by the quality of our work and the professionalism of our team. We remain open to resolving any valid concerns through respectful, fact-based communication.
  Sincerely,
  ***** ******
  Founder & CEO

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23315310
  

  Hi *****,
  I want to reiterate that your recent conduct has been deeply troubling. Despite my presentation of documented proof and multiple witnesses willing to submit statements affirming the truth of my claims, your continued insistence that you did nothing wrong is concerning.

  At this point, it is clear that further communication is unlikely to result in meaningful resolution, as we continue to engage in conflicting narratives. Nonetheless, I feel it is important to address several factual inaccuracies presented in your recent correspondence and formally restate my documented claims.

  I have compiled a comprehensive 13-page document outlining the issues encountered, supported by dated emails, receipts, service records, and an external archive of photos and screenshots. It is unreasonable to suggest that I would invest significant time, legal fees, and energy pursuing this matterincluding filing complaints with the BBB and the Colorado Attorney General, conducting an asset search, and completing a five-page pre-litigation intakeif my claims lacked merit. Furthermore, you failed to provide any supporting documentation in your response to the BBB. Should you have specific evidence that contradicts any documented facts I have presented, I invite you to share it.

  Regarding your assertion that we honored the clients original request for a $7,500 refund in exchange for a mutual NDA, I must clarify that I never received any version of this agreement containing an NDA attachment. Your August 2024 email referred to an attachment that was not included, and your April 2025 message also lacked the referenced document. I can confirm that no spam filter or technical issue interfered with delivery, and as you know, Gmail preserves attachments in reply chains. Had I received a complete version of the agreement in 2024, I would have signed it, as this resolution was originally my suggestion.

  Your statement that I contacted multiple suppliers who then confirmed your pricing as accurate and industry standard is incorrect. I contacted only one manufacturer directly and specifically refrained from mentioning Boulder Campervans by name. This manufacturer was not included in the final report, as your invoice lacked sufficient clarity to determine whether a pricing discrepancy existed. A second manufacturer contacted me independently, and a third individuala manufacturer representativerecognized my van at a ski resort three months before my public video and initiated unsolicited communication.

  My original statements accurately noted that I consulted with manufacturers, not that I contacted them directly. This distinction is material, as I have worked with various manufacturers in a consultative capacity to independently diagnose and repair issues stemming from your build. The pricing analysis in my report was conducted independently using publicly available information and did not rely on manufacturer input. Your claim of supplier validation is therefore factually unsupported and reflects a misunderstanding of the difference between consulting with and contacting a manufacturer.

  Every claim I have made is supported by documentationincluding call logs, service invoices, and digital communications. I have retained copies of every post Ive shared online, all of which recount my experience without encouraging others to leave negative reviews. In fact, I have actively discouraged such behavior, unlike the coordinated effort involving paid advertising soliciting five-star reviews linked to you and your mother, which is publicly archived in ********'s ad transparency database.

  The asset search conducted by legal counsel revealed significant financial liabilities within Boulder Campervans, making litigation impractical. While I intended to pursue legal action, the findings indicate that the likelihood of recovering damages from a company potentially facing bankruptcy outweighs any practical benefit. Additionally, I made personal assurances to individuals whose involvement would be required as witnesses in any legal proceeding. Out of respect for those commitments and my own moral standards, I have chosen not to compel their participation. My integrity and obligations take precedence over engaging in a costly legal battle with a party unlikely to have the resources to defend themselves or satisfy any judgment.

  I have chosen not to respond point-by-point to your most recent message, as doing so would only prolong an unproductive back-and-forth. Instead, I have provided substantial documentation and demonstrated a consistent willingness to resolve this matter privately. Despite multiple reviews of my email, you chose not to respond within the offered timeframe, which I interpret as a decision to forgo settlement. Furthermore, your responses have focused narrowly on a limited set of issuesnamely, the *** post-delivery support, rear doors, external repair work, and the design change feewhile disregarding the broader range of deficiencies outlined in the 13-page document submitted to the BBB. That report details communication failures, timeline discrepancies, build quality concerns, and unresolved labor issues involving lighting, tires, and fridge installation, none of which have been adequately addressed.

  Your use of the term smear campaign is inaccurate and legally misplaced. As defined by psychological research, a narcissistic smear campaign is a calculated and manipulative tactic aimed at damaging another person's reputation, credibility, and social standing through misinformation. I have not engaged in any such conduct. My communications consist solely of fact-based, ************ accounts of my consumer experiencespeech protected under state and federal law, including truth-based consumer commentary.

  Your cease and desist letter appears hastily assembled, is vague, and contains numerous factual errors.  If you pursue legal action, it will likely cost you funds you do not have and will be met with substantial evidence on my part. Had you provided the *** in 2024 as discussedor engaged in any genuine attempt at negotiationthis could have been resolved amicably.

  Since going public, I have been contacted by three of your former clients, six of your former employees, and one former personal associate, all of whom have stepped forward in support of my claims and shared willingness to write written statements on my behalf.

  Nothing I have ever said contains a single lie. However, I am no longer willing to engage with someone unwilling or unable to acknowledge the documented facts.  This is not a win for Boulder Campervans since given my speculation from the beginning that you would never comply with any requests, I accomplished all that I set out to do. I will have the BBB representative close out the case 

  
  Sincerely,
  ***** *******
  
  **** ******, What is a Narcissistic Smear Campaign?, Simply Psychology (Oct. 10, 2022), ***********************************************************************;