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:08/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August 4, 2025, I paid for the installation of an aftermarket roof rack I had shipped there (told no extra parts for me to keep), the installation of both the rack and rooftop tent through Findlay ****** Customs. From the very beginning, the installation has been a nightmare. The work performed was subpar and unprofessional, tacky and thrown together. Since the original installation, *** had to return to the dealership four times, each time driving over 30 minutes one way, missing work and wasting fuel, more money lost, to just to have the same issue addressed again and again. Because it was installed incorrectly, opening the tent for the first time it scratched my back hatch on the vehicle. Despite these multiple visits, the tent was not installed correctly the first time, and the customs department has continued to move the tent around on the rack to fix the issue, causing visible damage to the roof rack, which was in new condition when purchased. I should be the one to apply the "usage" of my products. Not even a week later, I had a bolt fall off the bottom of the tent. It could have been worse, driving down the freeway putting myself and others in danger. I spent a considerable amount of money on both the aftermarket parts and the installation, only to be met with frustration and dismissiveness from the staff specifically *****, who has made it very clear through his attitude and actions that he no longer wishes to help or deal with me as a customer. To make matters worse, no one has followed up or returned my calls that I have made to ****, the **, leaving me with a damaged product, lost time, fuel expenses, and a poor customer experience.I have saved and saved and worked really hard to have something like this as I love the outdoors and to travel only to be left with trash and all my hard earned money down the drain. It has not brought me joy and happiness. I do not trust a word that comes out of their mouth over there.

  Customer Answer

  Date: 08/27/2025

  Since running to the store, the is a massive flapping noise coming from the drive side door/window. Roll down window and still hear it. Felt the tent, it flaps. talk about dangerous travels and adding more damage to my new roof rack as well as the tent. All this money that is being trashed by your lack of attention and work. Definitely will be requesting more of a refund as this damage continues. 

  Customer Answer

  Date: 09/10/2025

  I was told last week to reach out to a **** *** first thing Monday, September 8, 2025. In which I did at 7:44am. Spoke with her and expressed my concerns, she told me she would get with the head of customs as soon as she got in the morning and would call me back right away that morning, here we are and it is 5:13pm in the evening and still no call back. 

  That same day, Monday at 11:28am **** the manager at customs texted me as a "courtesy" still no call back from him when I left a message weeks ago on this matter. His message was "circling back around" I responded and let him know where we stood and he ghosted me no response no call, nothing! As of today not one person has reached out. 

  Over the weekend, and I expressed this to **** when we spoke, that over the weekend and made a slow turn less than 15 mph and hit a tiny bump and it sound on my roof like the tent was about to come off. This has now become a liability. I fear driving as I may not only put myself in danger but the others on the road. 

  *****, the assistant made it a point to point the finger at me, quickly stating "well what did you do, did you go out and off road it". Take responsibility!! I am a customer! 

  At this point ****** customs should purchase this tent off of me, remove it for free, and refund me the amount I was charged for the installation. 

  Big liability and I am done dealing with it. I have not been able to enjoy this since having it installed. 

  Customer Answer

  Date: 09/17/2025

  After a week, I reached back out to **** *** 9.16.25 and spoke with her asking why I did not receive a call back as promised. No true answer. Scrambled stating **** the ** of customs said he was in touch with me.. I assured her he was not. Later that afternoon **** called me. I called him back and expressed my issue yet again, he basically stated what he "thinks" is the issue and that he noticed this the very first time I brought it in with my concerns. What I dont understand is why do I need to spend more money on different different parts, drive back down there, miss work for it to possibly fix the problem but hes not sure. This place is a joke. It is becoming a liability as the tent is not secure and rattles and move even more creating a hazard for not only myself but for the other drivers around me. I don't even want to drive any where in fear something may happen, that's not right!  

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Vehicle was originally dropped off on July 16 2024 for some color paint matching and some racing stripes, I was told vehicle would be done in 2 weeks the job took 2 months which completed the job on 8/20, on September 9 I called them about paint chipping, 2 moth later vehicle was brought back for warranty on the original work not done properly, I was told entire staff was replaces and job would be done properly and fast on December truck was dropped off again and another 6 weeks pass by before the truck can be picked up, 1 week after picking up the car paint starts peeling again, truck is then dropped off again and general manager refuses to meet or speak to me, truck is dropped off for the third time, spoke to new managers asked for my money back as clearly they are not qualified to do the job and they denied, the truck was almost new when it was brought to the business for custom work not there are gaps on the body lines , damaged body parts and truck looks like it was bought at a junk yard, I asked to meet with the general manager he confirmed the appointment and he never showed up, 2 more months have passed by my truck has been with the shop more than 1/2 a year in the past year, license plates have expired and every time I call I get told this week and every week they have another excuse, not to motion the time I have lost arguing with them I would like to get my money back and I can take my vehicle elsewhere that is qualified to do the job the total paid for this job was $3750, I have had to rent a vehicle every time i leave town on family events as this is my travel vehicle.