ComplaintsforSunset Vans

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunset van tried delivering the van incomplete. I did not accept the van because it was incomplete and I was told by sunset vans that they will have the van taken back to them and they will re delivered the completed van. Now transportation company is putting lien and they are holding the van because they did not got paid by the Sunset van.

  Business response

  07/22/2022

  Hello, we wanted to address the noted customer concern in reference to ID ******** with the following facts: Sunset Vans upfits vans to make them accessible for hospitals, care centers, and medical transportation companies. We have worked with Star Non Emergent Transportation (***** ****) located in Modesto CA in the past. We provided a 100% complete conversion to the ordered specifications as ordered by our customer Star Non Emergent Transportation. Upon full completion of all items ordered the customer signed bank contracts and financed the vehicle. It was then shipped to the customer 100% complete as ordered. Sunset uses a third-party vehicle shipping company who was contracted to deliver the vehicle. The vehicle was shipped to the owner of the vehicle who was already the legal owner of the vehicle. Upon the shipping company arriving the customer (Star Non Emergent Transportation) refused delivery as claimed. Sunset immediately reached out and talked with the customer, emailed the customer, texted the customer to understand why they were not accepting delivery of a vehicle already financed, purchased, paid for, and registered to them. They said they ordered a ****** from another company unrelated to Sunset vans. They wanted Sunset to simply put the ****** they ordered that was not in any way affiliated with Sunset into the vehicle they owned. We explained we would assist them in all possible ways to address their concerns, even going as far as sending a technician to review their ****** fitment that they ordered from a different manufacture. Sunset does sell these ******s, but it was not ordered from us. 
  Upon discussing with the customer noted by emails and texts the customer refused to have the vehicle they own delivered. This was of no fault of Sunset. 
  The trucking company was not happy with this. We tried to get the trucking company who has no affiliation with Sunset to leave the vehicle at our local facility or to allow one of our sales reps to get the vehicle. The trucking company took the vehicle and is holding it ransom and putting a lien we understand due to the customer (Star Non emergent not receiving their vehicle) We are now pursuing legal action against the trucking company to help Star Non Emergent get their vehicle back. We have limited tools to report stolen as we are not the legal owner. 
  The vehicle was fully complete, delivered but not accepted by Star Non Emergent which created a mess with the trucking company who is holding their vehicle. We are working to release it. But had no fault in the vehicle not being received, nor were any items incomplete that are due from Sunset. The claim is regarding a completely independent part ordered from another company not Sunset. This situation is of no fault of Sunset. We have no missing components or items that are missing or required by us. 
  We truly wish to see this matter resolved. We have offered upon the customer receiving their ****** from ******* ordered directly from Stryker, we will ensure that we can in person review any concerns they have at their location in Modesto. But we understand the ****** they ordered is still months out from them receiving it from ******* nothing to do with Sunset Vans. We cannot be held responsible for a ****** ordered by ***** **** — Star Non Emergent from another company with no affiliation with Sunset. We were not involved in any way with their independent purchase of their ******* ******. All our services were complete 100% 

  Customer response

  07/22/2022

   I am rejecting this response because:
  
  Everything stated in their response is a lie. I have hired attorney to assist me. I will be sure to contact BBB once the case is resolved. 

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