They do not install new electrical systems! Terrible communication from Drew!!! He will try to gaslight you and will lie to you! He is entitled and will not apologize or take responsibility for his mistakes. I almost never post reviews but this needs to be said. If you plan on building out a van, they will not listen to a word you say when laying out your electrical system. I made it clear that I needed ALL the wiring done for my new van and coordinated everything with Drew. He said that he could accommodate all my needs and that I would end up just another 5 star reviewer. We went over everything I required multiple times and he asked me to not build out the van (put in walls, lights, ceiling, etc) so that they had room to work. When I showed up I explained where I wanted everything and felt good when I left (even though Drew gave me attitude about my solar panels, he can be very mean and blames it on being from NE). I took pictures and videos of where everything needed to go and marked it out with tape. Apparently they disregarded all my notes and did not listen to me. Drew did not take any notes and he really should have because his memory is going, which is somethings his crew told me. I made it clear where the electrical board needed to go and they put it in the wrong place, they did not run the correct DC lines, they put in a few of their 12v outlets instead of the ones I had bought and shipped those to them, and they did not finish all the DC runs because they "ran out of cabling". None of these were last second add-ons. Lastly, I made it very clear that I did not want any holes drilled into my van, and if they had to drill holes into my van then they needed to prime/paint the bare metal so it would not rust. They drilled 5 holes into my van and did not paint them. When I went to pick up the van I sat in their shop for 9 hours.. they did not offer me food or anything other than to tour the other rigs they were working on. I waited in the cold for hours very patiently. I did not threaten them, I was not aggressive, and I did not demand anything from them. I asked once if they would consider cutting some of the cost because I had to wait around for 9 hours due to the project not being completed correctly the first time and they refused. I dropped it there and did not threaten a bad review and did not ask again. Drew was not there that day and can not speak to the nature of the events that transpired. The only reason I am not giving 1 stars is because from what I saw on the other rigs it looks like they do a stellar job upgrading and fixing systems. Also, Drew's wife, Sandy, is lovely and bought me tea and Amy hung out with me all day even though she definitely did not have to. Heri was the only one working on the van all day and pushed through even though he was not feeling well. He was very mad a Drew and the situation though. Overall, Drew is a nightmare to communicate with but Heri did a great job with the info he had, and Amy and Sandy are very kind and sweet people. Again none of this would have happened if Drew had communicated effectively and the project had been done correctly the first time.
Response from the owner
We enjoyed working on “M’s” van project and always appreciate actionable customer feedback as it helps with continuous improvement. The most important result of M’s recent project is a nicely integrated Victron based system with DC pre-wiring exactly as what was agreed upon. We have implemented a well-defined process that documents precisely what was ordered, installation services, and costs. Once M arrived, we checked her in and documented the final details on our check-in form that required her signature where she signed and approved each step. This was also supported with pictures (which included the position of the equipment on board and her calling it “awesome”) and updates of the work being completed while the van was in our possession. We do recognize that sometimes when a project is complete there may be some additional adjustments needed to fine-tune the results. To help with this hand-off, we have a full technical team and a senior team member available to ensure a quality transition. We believe we went well above expectations by doing our standard high-quality build and additional no-cost extras at drop off - primarily due to our strong support of vanlifers. M made it known the cost concerns she had and became incredibly insistent on what had to be done additionally without cost. The team came together and worked to focus on resolving her new needs. We did a considerable amount of additional no-cost work, dedicated a full 9 hours on Saturday to ensure her satisfaction, and kept M comfortable while waiting by buying her favorite Dutch Brothers coffee, taking her to get dinner and additionally brought her to our personal home to wait. Our team was happy to have gone above and beyond to please her. However, we were all very puzzled with the shocking inaccurate claims and exaggeration in the review that was posted. Coincidentally her review was immediately posted after a refund/credit was asked for (which was declined) based on her having to wait while the team worked all day Saturday to help adjust the build to address new “no cost” add on’s and other tweaks. The review keeps being refined by M to reduce the rating and include new and even more exaggerated claims that are unexplainable. Our team members that helped M out are very impacted by the statements and disappointed to see a review being used to potentially be a leverage point to force the business to provide a refund, or credit. Our team did everything possible to accommodate M, but at some point, it moved from customer satisfaction to limiting the impact of aggressive behavior and reviews being used as a tool to get free work completed or refunds. Despite the situation, our team competed the van build precisely to what was agreed upon and delivered an incredible quality and resilient power system. From the onset everything was documented, reviewed, signed by the customer, and completed to the documented plan. We have built many vans similar to M’s with great success along with a super customer experience and her van is no exception. We have some photos showing M’s outcome located on Google and our Facebook page. We are grateful to be part of M’s vanlife journey.