ComplaintsforBoondock Camper

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a roof rack system for my 2018 ****** Tacoma from this business in March 2024 with Thule products. They did not install it correctly or safely. I am unable to upload videos to show the safety concerns. I spoke with ***** shortly afterwards following an inspection by a certified dealer and installer of their products at REI in *********. The staff at REI recommended that I contact Thule which I did and I have copied and pasted their email reply to me below. Boondocks is not an authorized installed of Thule and I never would have used them had I known this; I assumed they knew what they were doing. Boondocks encouraged me to use them for all of this work rather than REI. I have to travel with my kayak on my roof often for long distances and cross country. The install by Boondocks was deemed unsafe by Thule and would not be covered under their warranty due it being insecurely attached. I had attempted to reach Boondocks to no avail and due to my departure date from ** to ME soon after was not able to wait around for them to reply. I ended up having REI in ********* dismantle their work and redo the job including having to purchase the correct feet and bars. Per Thule the feet used to support the crossbars are very old and no longer made by them, and the crossbars were the incorrect type for the specific kayak system I am using. In addition, they significantly overcharged me for the Hullavator (kayak system). I am seeking: reimbursement for the feet (I don't have the product name at this moment) and crossbars (*************** Evo), and for the install cost of the entire rack system. I am not seeking a refund for the rails they installed directly to the roof that allows attachments (labor or parts). I paid ******** to Boondocks, but am seeking a settlement of ******. I will pursue legal action if they do not comply. Thank you.

  Business response

  04/30/2024

  Attached is a recounting of the events surrounding our interactions with the customer who filed a complaint about our business and we wished we had heard from her directly sooner so that we would have had an opportunity to make things right ahead of time.

  Customer response

  05/20/2024

   
  I am rejecting this response because:

  Because Boondocks is not an authorized installer of Thule products, and based on the lack of safe workmanship displayed on their install, I was not willing to have them redo the system even if they offered. Thule specifically recommended only using a company who was a certified installer, which Boondocks is not. There were only a few days left to get the job corrected before I left NC and REI salvaged what they could and fixed the system so that it was road safe. Boondocks should not act like an authorized Thule installer -- these are expensive and carefully made components that require training to install. 

   

  I'm in ***** currently but will be back in ** at some point this summer. I have the crossbars and towers/feet that Boondocks sold to me back in ** that I can return to them for a full refund, but I also want to be reimbursed for labor. This was described in the original BBB complaint. 

   

  I feel that Boondocks is dishonest and I am not willing to try and speak with them directly. 

   

  Again, if they are not willing to reimburse me I will seek legal action later this summer. Hopefully they want to avoid the bad press and wasted time that would result by going to court and will do the right thing. 

   

  Thank you.

   

  Sincerely,

   

  *************************

   

  
  

  Business response

  06/03/2024

  The attached files and written statements provided outlines the clear intentions regarding this matter.

*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. ↩