ComplaintsforiKamper

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Ikamper from a third-party dealer that only uses Ikamper as their line since Ive had the product. Ive had nothing but issues and I believe that my product is effective I camper has never answered my email nor have they are they willing to use my warranty, this was $5000 and Ive used it once and has been broken ever since when I go to Ikamper and call them directly Ive given a voicemail which they never return my call when I file the warranty claim. I get an email saying that they will reach back out between 42 to 72 hours, which they never do Ive gone through every resource possible, including contacting this the actual Ikamper store in ********** to no avail theyre not willing to help me with the issue I have with their product and their product is still under warranty at this point I dont know what to do a claim with Better Business Bureau because I feel that they stole my money and are unwilling to remedy the situation for the issues that I have with the tent that is in perfect condition ive spoken to several employees about my issues only to be told theyll get right on it and nothing has happened since Ive had this tent on my truck for months now unable to use it because due to the issues Im having with it. The port doesnt even open correctly. I reach out to ****** who did nothing for me? *** also reached out to ****** who is the main person of contact there who has done nothing but ignore my phone calls and emails. **** was the only person in the sales department helping me and he has since left the company I need help from the better abuse Bureau .

  Business response

  08/07/2024

  We have gotten multiple complaints from this customer,  the majority of them were about damage caused by user error which is not usually covered under warranty. 

  When the customer was having issues with the ladder.  We replaced the ladder as he said it was making indents in the shell and he thought it was a ladder issue.  We have discovered this is due to the air mattresses not getting deflated fully or overstuffing the tent with bedding making the extension panel not close all the way and putting upward pressure on the shell. This is not a design flaw, this is not a defect, this is just improper use, yet we replaced the ladder anyways.  This is only a visual issue and does not affect operation of the tent.
  
  After that **** came back with the fact that he tore off one of the side pull in straps.  This is improper use as well because the customer is pulling in the side straps before the top of the shell and putting too much pressure on the double stitching that is already in there. Despite this also not being under warranty he repeatedly called a team member on the members personal phone until he agreed to give him an entire skin replacement (again, this usually would not be under warranty, but we went out of our way to replace it anyways).

  The customer is now saying that the support hoop is broken. The only way this has ever happened has been because of extreme user error when closing the tent. Please see attached document from our headquarters/,manufacturer that explains why this has to be user error. 

  Our team has made it clear that we will not be providing any more replacements for user error. If there is an actual defect, we will replace the problem part as we have done in the past with his mounting brackets.

   

  Customer response

  08/15/2024

  I would like this case to be reopened as I do not agree with Ikamper response to the BBB complaint.

  I purchased this tent after hours and hours of research and comparing to other type and this IKamper was deemed the best. It was compact, tough, and had the added benefit of sleeping possibly 4 people with bedding and the mattresses they supply with the tent. I made the big step to purchase this tent form an authorized dealer in ** seeing the flagship store was so far and i could save some money on shipping and that *ampmor Located at ************************** and that they would install the tent for me on to my new 2023 Tacoma. I also purchased the upgraded mattress after reading reviews on BBB and other sites that the supplied foam mattress were not the best and were very thick causing some issues with closing of then tent. I knew i was planning a big trip so I got the air mattress with a pump that would fill and suckall the air out of the air mattress making them near flat. See Picture attachment.

  I then took the truck to **** for what i thought would be the best camping trip of my life day one was ********************. Tent opened with some struggle with me and my gf on each side and we took this as its brand new been in a box for some time and it will get easier as the trip went on. We spent 3 nights there leaving the tent open as we hiked and enjoyed that outdoors. On the 4th day we were packing up and making a move to *************************. We spent some time packing up all the items and then hit the struggle bus on the tent. We pulled the air out of the air mattresses making them flatter then the foam ones left at home and closed the tent as we saw many times on the website of Ikamper and ******* advertisements but to no avail the tent would not close. It was popping and clicking would not come down square. I as a contractor and welder knew something was off. This tent was and is advertised as bedding and mattress and ladder all fit in the tent no issues. As for bedding it was 100 degrees in the month of July. We had a sheet to cover the mattress like ones u can never fold due to the elastic edges and a top sheet. Two travel pillows that are air inflated and the air mattress upgrade we had. All the air was pulled. I put all the bedding and ladder in the back of the bed of my truck and finally got the tent to close. This struggle was not would we signed up for and i knew that something was wrong with the way this tent closed. When we got to ********** we reopened the tent we noticed that the ladder had made dents inside of the tent. See picture.

  ****** form Ikamper states that the reason is due to user error which is not the case. The tent would not close with the factory items in it and we were forced to put them in the bed of my truck. Something i told ****** on more than one occasion. To date I have never stored anything in the tent due to the fact i didnt know to have more damage caused and then Ikamper blame it on us. We ended the trip and came home to email Ikamper to discuss the issues we had. Seeing that this was now August and i was going to ****** for a month and Portugal for a month and a half for work I made the decision to pull the tent off the truck and store the tent on my garage. This was not the case. I havenever been able to pulll this tent of the bed of my truck as the brackets we stuck on the rail system. ****** stated that they had issues with the brackets and when customers emailed they replaced them. While this is correct it took ******************* to get back to me. I contacted ******* and ****** stated that she would happily replace them and asked for address which i gave and i never heard back. I had to repeatedly email and send out warranty claims for months. I putt my truck with the tent on it still in my garage till spring of 2024 as i was working an waiting on Ikamper .

  ****** gave me a call on my personal cell phone to tell me he is so sorry somewhere down the line they thought it was send but it wasnt and it was on his desk and he never checked on it. HE gave me personal work number and emailed to contact him is anything were to happen again. I expressed my concerns with the customer service department I also let him know on the phone that afternoon about the dent in the Iconic Map of the world and the the closing was an issue. He told me they would look into it and right now they have no fix. But he would stay on top of it and reach out to the manufacturer to get more information on this. Ikmaper is not that kind of company and he is sorry its taken so long he dropped the ball .Months went by with no email back after a ton of warranty emails claims call. - i have all the emails sent to ****** and ****** to get NOTHING in back. Then one random day I get new brackets to fix the issue. However i could get the brackets off because the ones on the rails were defective. I never attempted to pull them off because i knew that is the brackets were stuck due to one side being bigger on the * rail it was be stuck. I didnt want them to say you broke it taking it off. IT was on tight so I figured I just leave it them on and only use the truck to camp which is was intended to do so .

  After no calls email i was like well this is what it is ***** on a tent and customer service is out the door. I looked online to see so many people saying the same thing. On the BBB website complaint after complaint on Reddit same thing. customer service is terrible no one calls you back no one emailed them back. I was in the same boat. So i was like i might as well fix this thing my self if they are not doing going to help. ******* of 2024 I pulled my truck out as it was a nice day to pull off the brackets and i had friends to help seeing that they wanted one for the new bronco they got . Sometime has pasted 5 months the truck sat in the garage so i was like hey let me open the tent maybe it was open better now. I went to open it it popped as it opened and I said to myself this tent is defective something is wrong. When followed the instructions to pull the main strap down till its closed (note the ladder and mattress and bedding were since pulled out of the tents) and then used the smaller straps to pull in the sides of the tent like show in the Video on line and on the Ikamper website one of the straps popped off. I was furious I immediately called ****** and send email after email till he returned my call. HE was fast this time asking for a picture which i did and he said :

  Hello **** -

  I just saw your email as I was out of the office for the last two weeks on an extended vacation with *hristmas.

  I am disappointed to see that this happened with the side pull straps on your tent.

  I have seen this happen before and the reason it usually happens is because if you are not pulling down the main strap first to take pressure off of the canvas and the lid first, it puts far too much pressure on those side straps and causes them to rip off. No matter how strong that has been sewn, this will happen if the side straps are pulled down at the same time as the main strap with force. Its best to alternate between the two by pulling down the main strap a ways, then pulling the side straps in. Then pull the main strap down more, then the side straps some more until you are all the way closed.

  Because you have had so many problems with things and this has been drawn out, I can send you a replacement canvas skin and rainfly to replace this as that is the only way to fix this without taking it to someone to be sewn.

  If you would like me to send this, please let me know and I will get it sent out along with directions on how to replace it.

  Thanks.

  By the way this was ******* I didnt get the replacement for months later. No email to contact me that it was sent not email after that after a ton more emails 2 boxes arrived at my door . One a ladder the other a new skin. I was like finally ill fix there defective product. When I open the tent to finally replace it all and saying im a not gonna deal with the brackets. I open the tent to hear a loud pop sound which was the * bar the supports the upright section of the tent. I then said F this i am not reaching back to ****** they dont care about me and reached out to the place i purchased the tent from .

  Tahir was the installer and the person i got the tent from at *******. HE state that same things that the *S was terrible and he would reach out to **** the Sale rep to get the ball rolling faster.

  **** was amazing he started from the ground and was running. He ordered me a new Bar and had me drive out to ** to have Tahir replace it and Look at the overall functionality of the tent. Of course I could have replaced this bar myself but I wanted someone with more experience to see this tent and test the functionality of it like **** form Ikmaper had asked. **** was always there to talk and hear my displeasure with the brand and he promised he get me out there with the boys again.

  Tahir replace the tent bar and still we have issues opening and closing it. With out anything it the tent. We have video documentation of all of this. HE saw that when i got there all the mattress were in the bed of the truck foam and the air and the ladder. Nothing was in the tent is was still an issue after replacement of this bar.

  *nfortunately **** is no longer with the company and i can see why. **** and ***** both deemed the tent to be defective and had online meeting with the *EO and other higher personal about my case. I have all emails with ***** saved for review and all text messages with **** for review. ****** from Ikmaper is stating that this is all due to customer negligence and mis use. This isnot the case i used the tent 2 times and gave up with all the issues. I did not want to brake anything else and them blame me like they are not as a scapegoating tactic. I also did not feel comfortable taking this out on an adventure and it getting stuck open or and closed like it has. ***** saw how hard it was to open and close after the fact we replace the bar. I never opened the boxes sent to me due to the fact its not opening /closing correctly and would happily send them back to IKamper.

  I have a defective model and i have been complaining about this tent since day one. ****** at IKamper is using the lose words or customer error and misuse to back out of the warranty given to all customers the own this tent. He is using speculation to say i broke the tent which is not the case. I am a man of my word and I have not be able to use this tent since July of 2023 and Ikamper and just dragged this on for almost a year now. ***** dollars in the tent and mattress and time have in to go back to ** to have people who sell the tent look at it and say its definitely defective. And Ikamper only answered me because i was forced to file a BBB complaint. This is terrible and it truly shows the greed of this company.

  I would like this case to be reopened. I can fwd any and all emailed texts from Me,********************* and Tahir.

  I can also happily list numbers of contact

  Tahir at *ampmor - ****** line ************

  Drew - ************

  I will also be happy to email video documentation and anything else.

  Going forward i would like Ikmaper to be real and replace this defective tent. Its the right thing to do for a customer that never had the opportunity to use there product the way they advertised it. I would happily return this tent and the ladder and skin thats unopened to them. I just want a tent that works and this one is not one that has worked since day one.

  ***************** - ************

  Attached as some picture to prove the tent was not packed out like Ikmaper states. And they are using speculation to say i over packed the tent which is why it broke. ****** insulted me to say I would break something and then complain. I. Am not the person. Its sad a company would do this to customers that work hard for there money to buy something this expensive and then turn it on the customer when there product has issues air flat thinner then the standard mattress bar replacement and still having the same closing issues empty Tahir doing the install of the tent in July 

  Sent from my iPad

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a skycamp min 3 rooftop tent and several accessories on August 21, 2023. My purchase was based on the claim that this tent had very comfortable foam mattress pad. This was false advertising. I decided to try the tent as is, but it is unusable with this extemely cheap, thin pad. The claims on their website are obviously false, and their own marketing team has acknowledged this with a new DLX product line. Initially, I just wanted a better mattress. iKamper has not been able to get these in stock long enough for me to order one. I have been on the backorder waiting list, and only seen one opportunity to purchase, which I missed due to being out of country. Customer support has lied to me and stated they have them in multiple times, but I see no evidence of that, or I would have received another email. When I contacted the company to see what they could do, customer service was rude and unhelpful. They refuse to acknowledge the product shortcomings, even though their own new DLX product line confirms it. Since they lied to me directly in email responses and in advertising the product on their website, I would like a full refund of all money spent on their products. This could have been avoided had they simply offered to pull a mattress from a DLX model and sell me one instead of being rude and disrespectful.

  Business response

  06/13/2024

  Hello *****,

  Regarding the advertised foam mattress pad, we understand that you are disappointed in the comfortability of it. While we strive to accurately represent our products, we understand that individual preferences may vary. We're continually working to improve our offerings, which is why we introduced the  RTT comforts and the new DLX product line, featuring upgraded features and amenities based on customer feedback.

  We understand the frustration of waiting for restocked items, and we sincerely apologize for any inconvenience this may have caused. Rest assured, we make every effort to replenish our inventory as quickly as possible to meet the demand for our popular products. In the meantime, our customer support team is always available to assist customers with alternative solutions, including recommendations for compatible mattresses available on the market. 

  Please note that we have restocked the mattress multiple times, most recently we restocked 400 mattresses this week (as of 6/10/24). These items have sold out fast, but we should be restocking 200 mattresses every month for the foreseeable future.

  While we cannot give you a refund because you haven't been able to get an air mattress by us yet, we hope you'll consider exploring alternative solutions with our support team to find a resolution that meets your needs. 

  
  

  Customer response

  06/13/2024

  This is a very clear case of false advertising, and horrible customer service.  **************** for ********************** literally laughed at me.   iKamper knows they are lying about their product on the website, the inflatable mattress offering is proof.  This product at the current price point should include the inflatable mattress.  This is nothing more than corporate greed. This company is intentionally misleading customers because they know the ******************** is  not going to do anything to help the customer being defrauded.  At the very least, I should get a free inflatable mattress.  I will encourage my fellow disabled veterans to avoid this company like the plague.  Sounds like time to contact my states AG to file an official complaint against both the company and the BBB.
  Complaint: 21736587
  
  I am rejecting this response because:
  
  Sincerely,
  
  E *************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I always had a problem opening the shell of my Skycamp 3.0 and then the bottom from the hanging side was always loose and uneven, I did some research online and forums to find out that it would get easier as it gets used more frequently.However, my ********* 3.0 never got any easier opening it and I have emailed their customer support to learn that they do not exchange their products even for faulty items, makes me wonder why they even mention about two years warranty

  Business response

  04/18/2024

  This issue was resolved with the customer outside of the ******************** Platform.

  No further action is needed.

   

  Thanks.

   

   

  Customer response

  04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called the listed number for iKamper and there is no way to speak to an actual human, you get a voice message. So I immediately did what the voice message suggested, I filed a Warranty Claim through their perscribed website/portal designated to do so. 3+ months went by and I had received no return correspondence. They claim they emailed me but I check ALL email boxes (including spam, trash) and there was nothing. I informed them of this and have been given the silent treatment after being given the run around. I was told thru messaging them on ******** that I would get help if I messaged them on Instagram. So I did, and have yet to have help in resolving my Warrenty Claim for a sagging top liner. I even resent them pictures thru Instagram. And have gotten the silent treatment. I've been told several excuses since I started trying to seek resolution. 1) We are low staffed and are trying to hire more people be patient. 2) We are struggling as a small start up company. 3) Message us on Instagram with your order # and we'll help. NO HELP HAS COME and it's been coming up on 5 months since my Warranty Claim. They have no problem advertising everywhere and taking your money for sales. Buy zero customer service!! Their excuses don't add up either, they've been in business for at least 5 or 6 years (maybe more). Something has to be done. It's false advertisement if you claim there is a customer service portal etc. but no one is there to receive and resolve customers needs. Other potential customers need to be warned.Below are attached images of my invoice for the purchase or the top. And then the message chain from our conversation on Instagram. Followed by both of my original email correspondences. All times and dates are in the attachment pictures. An additional fear is that so much time has gone by now that my top may no longer be under warranty now that they failed to respond in a timely manner.THANK YOU BBB FOR THE SERVICE YOU PROVIDE!!!

  Business response

  10/26/2023

  It appears that the customer has been utilizing social media platforms to address their warranty concerns rather than initiating a formal warranty claim. We would be pleased to offer our assistance if the customer could kindly submit a formal claim through the appropriate channel provided here:**********************************************************************

  Regarding the responses in June, we possess evidence of our customer support manager directly addressing the customer's inquiries (attached photos for reference).In the event that these communications did not reach the customer for any reason, we would be more than willing to re-send the response and engage in a telephone conversation, if necessary.

  Customer response

  10/26/2023

   
  Complaint: 20739357
  
  I am rejecting this response because:
  

  1) I already submitted a warranty claim using the exact channel you provided in your response here on the BBB complaint.  My claim was submitted back in June, separate from the inquiry for parts.

  2) At this point I need to speak to a manager at iKamper to talk through this confusion.  I asked for a call and did not get one.  Now in your reply here on the BBB you said you will "engage in a telephone conversation if necessary."  I think I it is absolutely necessary.

  You have my #.  It's on my email for parts inquiry.  It's at the bottom below my name OR check your Instagram messages where we were communicating until you left me hanging.  I am not allowed to leave personal information here in my reply according to the BBB guidelines.  Keep in mind I am on eastern standard time, so please call during daytime hours here and if for some reason, I am unable to reach the phone I'm requesting that a message be left with a contact number that will lead me to an individual for resolution or with a message indicating a day/time that iKamper will reach back out again.

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

  Business response

  12/05/2023

  We have double checked and do not have a prior warranty request on file from ***************  

  He has been asked to submit again if there was an error in the ticket not getting submitted the first time and he has been provided a cell phone number for management.  

  At this point we have reached out multiple times and provided proof that we have done so.  

  ************** needs to either submit another warranty claim or he needs to call the number provided.

   

  Thank you.

   

  Wokker Krumbholz 

  Customer Experience Manager

  Customer response

  12/07/2023

  Here is the scene grab I took back in June immediately after submitting my claim on their portal.  It shows the day and time at the top of my Warrenty Claim to them.

  iKamper stated in their last response that they provided me a number for management.  That number was never sent or received!  Where is their proof that they even sent it and how did they send it?

  Both Of their claims of multiple contacts with me I believe to be fraudulent and were never done.

  They have my cell phone # and could easily reach out but have not despite my asking and them saying they will engage in a phone conversation.

  If I resubmit a warranty claim now, I will be out of warranty and they can state that I sent it out of warranty.  This is why a phone conversation is the only way to proceed to keep me safe.

  Customer response

  12/12/2023

   
  Complaint: 20739357
  
  I am rejecting this response because:
  
  iKamper has never given me any phone number to reach management, though they claim they have in their last response and claim to have proof.  Let's see said proof of where they sent me the phone # for management.   Believe me if they had I would have called and this would all be resolved, as long as it's not a fake # or a number where no one answers.  They have all of my contact phone # (iKamper check Instagram messages between us), but have never contacted me, even after all this confusion. I believe their past claims to be completely fraudulent.  I need to speak with management because I cannot submit another warranty claim as now, as currently I am out of warranty.  Submitting a claim now, would only give them leverage to say I submitted outside of a warranty time frame.  iKamper do the right thing, call me I'm on EST or text me a managements phone # so I can call.  Attached is a screenshot of immediately after I submitted my claim.  This proof is time & date stamped at the top of the iPhone screen grab.  It backs up my claim of submitting a warranty request back in June when I said I did.

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

  Business response

  01/23/2024

  We let the customer know in our previous interactions that we do not have a record of him submitting a warranty claim and have asked the customer to submit a new warranty claim so that we can help him resolve the issue.

  As of today, 1/23/2024 this has not been done.  

  Without a warranty claim submitted in our system, we have been unable to help this customer. 

  Although this customer has disputed and disagreed with our response, we have provided proof that we have made all efforts to help this customer, and he has not provided us with the proper pictures, documentation, or information in order for us to help him.

  At this time, there is nothing else that we can do as all attempts for us to help the customer resolve this issue have gone un-responded to.  Every time we have reached out to this customer, he has said that we have not, despite us showing proof of communications with him.

  As soon as the customer responds to us via email or calls us back based on voicemails left, we are more than happy to help him.

  Thank you.

   

   

  Customer response

  01/29/2024

   
  Complaint: 20739357
  
  I am rejecting this response because:
  I check my phone calls daily, including all voicemails, and iKamper has NEVER once called or left a voicemail of any sort.  Their claims to having done so are complete and utter lies.  iKamper, check your messages on Instagram from intothewild.va. (That's me.) There you will find multiple correspondences between myself and you along with my phone number.  I will keep rejecting your responses until I receive a phone call from you, and then we can proceed from there.  You said you would engage in phone conversation on one of your reply's to this Better Business Bureau claim.

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted multiple communication avenues with ikamper and have received no response from anyone. I contacted them as well months ago and told them there was a problem with the rail system on the tent. The employee told me it was a warped batch of mounts. Even when I told him I had tried separate mounts. I received new mounts from ikamper, which also did not work. Now I have been trying to contact them again after spending almost $5000 on this tent and not even being able to use it because the rail system is messed up. Not one person has responded to any of my attempts to communicate this issue even though I have put in request through email and social media accounts.

  Customer response

  10/06/2023

  This is now my second complaint against this business. They finally replied to my emails from the last complaint yet failed to come to a reasonable solution. They decided to send me new rails which I have to pay to get installed and get the old ones removed. They offered me $800 in credit or a refund yet they claim they cant refund my active card and only the card I originally paid with which is a closed account. I definitely will not be buying anymore of their products after the absolutely horrendous customer service and will be telling everyone I know to also stay away.

  Business response

  10/26/2023

  
  We have promptly supplied replacement rails and ensured they were shipped directly to the customer. This complied with our warranty policy iKamper will provide replacement parts, but the customer will be responsible for installation."

  While it is not part of our policy, in addition to the replacement parts, we have also offered the customer a refund of $800. The customer said that the account used in the original purchase had been closed, and requested that we send the refund to an alternative card. In response, we informed the customer that even if a card or account is closed, the refund can still be processed, and the bank will issue a check to the name on the account. Alternatively, we offered an equal amount of store credit if the customer was uncomfortable with a refund directly to their bank account.

  It is important to note that refunds cannot be transferred to different cards or accounts, which is why we could not fulfill the request of refunding to a different card. 
  The customer has not indicated which option they prefer, when they do we can proceed.
  

  
  

  Customer response

  10/26/2023

   
  Complaint: 20575216
  
  I am rejecting this response because:
  

  The business is blatantly lying about not being able to process a refund to a separate card and is falsely claiming that a credit card company that is now closed will process a check. This is inaccurate and false. The company supplied replacement parts and is making me pay for installation when Ive already spent thousands of dollars for a product that shouldnt need repairs being brand new and the fact that it does and Im required to pay for said repairs is a terrible way to run a company.

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

• Initial Complaint

  06/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Number# ***** Order placed Nov 25, 2022 My ikamper arrived with a defect. ikamper acknowledged this defect. Here is a quote from the email thread I have with iKamper. The good news is, because of this, I can replace the tent for you since this is clearly a defect. Yet, they are refusing to send the tent to me. They told me I have to make a road trip to the Ikamper showroom for the new tent. Here is another email I received from I camper about the defective tent My only concern is if we were to ship you the new one, how we would get the old one back from you?. Here is the latest email from iKamper If you cant come here, then we can continue to look for a panel for you. I cannot give you an eta or timeline for that unfortunately. Basically you would be on a list and if we get a damaged tent in or somehow manage to secure a panel elsewhere, then we would mark it for you. Originally, iKamper told me that an extension panel was ordered for me and would arrive soon. Then, iKamper told me the exntesion panel was no longer coming and asked me to drive to the iKamper facilty. Now, iKamper says I may receive a replacement if they get a damaged tent back. Jan 31st, 2023, is when I first notified iKamper of this defect, and I still have not received a fix.

  Business response

  07/17/2023

  After reviewing this complaint from ************ and trying to work with him to provide multiple different solutions, iKamper has decided that we will refund ************ in full for the tent and he can either keep the tent and install the fixes that we have provided to him or he can return the tent to us.

  Because of **************** proximity to our warehouse, we offered early on in this process to come to our warehouse in ******** so that we could fix the tent for him or exchange it for a tent that did not have an issue.  

  ************ did not want to make the drive to our warehouse so we sent him the replacement parts needed.

  Due to the fragility of shipping tents and the potential for damage, having him re-box and ship the tent back to us was not an option and that is why replacement parts were sent.  

  Because of the time that elapsed though, and this being a discontinued model of tent, we do not have any new models of that tent and will not in the future, and that is why the option of refund has been taken.  

  Customer has been refunded for the tent.  He may also ship back the accessories to the tent for us and we will refund those as well upon receiving them.

  Because the tent has been refunded at this point, no further actions will be taken by iKamper to repair or replace the current tent else than the parts that were already sent.

  Customer response

  08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I believe it should be noted that the replacement part sent to me was damaged and unusable. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a *** Solo Rooftop Tent (***) for $2,898 from Ikamper on November 26, 2022, and received delivery of the tent in mid-January 2023. I used the tent three times. At the end of the third trip, I noticed a gap in the center of the two long sides of the *** (1/4 inch on the driver's side and slightly smaller on the passenger's side. There is an obvious arch in the top aluminum frame of the tent. I beleive the warping of the aluminum frame was due to the resistance of the two gas struts. The location of the gas struts is in the middle of the top aluminum frame, a point at which the warping is at the highest point. I deducted this issue was caused by a design flaw. Water and dirt can get inside the tent frame at any time.On April 29, 2023 I sent an email review of the *** *** to Ikamper. I received a reply on May 2, 2023 but the email did not suggest a resolution to this issue. On May 4, 2023, I completed a warranty claim for a full refund and return of the tent as a follow-up to my email on May 2, 2023. I never heard Ikamper Warranty. I found a review on the *** Duo on ******* in which the reviewer noted a gap in the long sides of the tent and suggested the exact same solution to the issue as I did - latches were needed on both sides of the *** to prevent this gap from happening. I reached out to MOV Motorsports who sells Ikamper products for assistance in contacting Ikamper. I received the first direct response email from Wokker *********. He said the only reason that this might be happening is that you are either storing bedding inside which is taking up too much room, or when closing the tent, the fabric might not have been tucked in well enough and is getting between the side of the mattress and the shell". THIS IS ABSOLUTELY NOT TRUE. In the test the person said a good idea for the unit's longevity would be two latches on either side and the entire lid of the *** seems to bow up ever so slightly in the middle, and extra latches would prevent this".

  Business response

  05/17/2023

  To Whom It May ******* - 

  The customer purchased this product and it was delivered to him on January 16th, 2023.  The customer took the roof top tent on at least 3 trips prior to reaching out to us and stated that there were no gaps or issues prior to taking those trips when he assembled the product.  The first time that the customer reached out to us was on April 29th, 2023 stating that he was not happy with the design of the tent and wanted to return it for a full refund or drop it off for a full refund at one of our dealers.  iKamper let him know that per our return policy (attached) that we do not provide refunds or exchanges on tents once they have been delivered or picked up by customer and that we would not be providing a refund.  

  Based on the feedback that the customer gave us, he was more unhappy with the design of the tent and we determined based on the pictures that he provided that there were not any manufacturing defects with the tent or broken parts that were a warranty issue.  We worked with the closest dealer to the customer in ******* to offer the customer an appointment to have the tent inspected by that dealer so they could help him troubleshoot and determine if this was user error or if there were adjustments that needed to be made based on the way the customer self-assembled the tent, but he declined.  

  In this case, the customer was concerned that there would be problems with the tent in the future, despite not having any current problems.  We can not repair or replace anything on this tent based on the fact that the customer had not had any issues with the tent yet (no water intrusion, no broken parts, no weathering, etc.) that would have warranted replacing parts or replacing the tent.

  The customer again demanded a refund and was not happy with the fact that we would not take the product back, despite it being used.  We are more than happy to warranty our products by repairing or replacing parts (at our discretion) within the first two years after purchase, but there needs to be an actual warranty issue for this to occur rather than a customer being unhappy with the design elements of our tent.  

  Customer response

  05/21/2023

   
  Complaint: 20052282
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  05/23/2023

  To Whom it May ************** my email from April 29, 2023, I did say I was unhappy with some of the design elements of the tent and "If I could sell the tent back to you, I certainly would". I never asked for or requested a refund until I saw the video review I referred to in at least two of the emails I sent to Ikamper. In the review, from *********************** titled "We Test the Ikamper Blue Dot Voyager Rooftop Tent" on ******** the reviewer states the exact same issues with the gap as I did and the same possible cause of the gap as I did. It was only after seeing this audio review and reading the attached text that I requested a refund. The reviewer states the exact same issue that I have presented to Ikamper and because of this issue he questioned the longevity of the tent. He was a reviewer of the tent and his review must be acknowledged concerning this issue and with the likely problems that *** result from this gap. This review is the basis for my asking for a refund and until Ikamper acknowledges the reviewer's findings on the tent, this issue will not be resolved. This review was the foundation for my request to have the tent returned and not because I didn't like the design of the tent.
   
  The other reason this video review is important is that Ikamper first suggested that the only way this (the gap) could happen is if I was storing bedding in the tent and/or not tucking in the tent material around the sides of the tent. When I stated this was not the case, Ikamper then suggested it "had to do with the way you assembled the tent. or something happened to it after you mounted it on your vehicle and took it on multiple (three) trips". If the above-mentioned reviewer got his tent fully assembled and had the same issue with the gap as I did, then this theory is not valid. The gap had to have been caused by another issue and not something I did or didn't do.
   
  Concerning the issue of me refusing to drive to the dealer Ikamper and I contacted, I spoke to the same gentleman Ikamper had email contact with. I explained the situation to him and his response was that '"there was nothing he could do since he does not assemble the tents and is unfamiliar with how the tents are assembled or what might cause this problem"'. He then said, '"that is something I (me) would have to talk to Ikamper about"'. I then opted not to go there since he said there was nothing he could do. Ikamper states they wanted "the tent inspected by the dealer so they could help him (me) troubleshoot and determine if this was user error or if there were adjustments that needed to be made based on the way the customer self-assembled the tent" **********************'s bold, Ikamper offers the option for the customer to self-assemble the tent as a cost savings option. There are written and video instructions, which I watched and read, and the tent comes with pre-drilled holes and some attachments, such as the gas struts mounts and the locking latches, are already in place prior to self-assembling the tent. There is no way I could have made an error when assembling the tent that could cause the top aluminum frame to bend in the middle. And the dealer could not, by his own admission to me, make any adjustments to the tent without having to drill new holes or relocating already attached items.
   
  I just completed another trip with this tent and it was the first time while driving that it rained. Water did get inside of the tent. Not a significant amount but it did happen. This means that dirt can also get inside of the tent because of this gap. And the gap on the driver's side did get larger.
  

  
  

  Customer response

  05/30/2023

  To Whom it May ************ Since Ikamper is determined to suggest that I may have done or not done something to cause the gap in the side of the *** Rooftop Tent, I decided to remove the struts from both sides of the tent. As you can see in the attached photo the gap is now gone meaning the only way this gap is there is by the upward force of the struts on the aluminum frame when the tent is in the closed  position. This clearly demonstrates that this gap was not caused by anything I did or didn't do during the assembly of the tent and/or happened after the tent was mounted to my vehicle as Ikamper has suggested. It also clearly demonstrates that there was nothing the dealership in ******* could have done to correct this gap. The cause of this gap clearly is the result of too much upward force on the aluminum frame which is not strong or rigid enough to prevent it.  

   

  Thanks for your time,

  ***********; ****************

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On, July 25th, 2022 I purchased a brand new Skycamp 2.0 tent in the amount of $4,785.73 USD directly from iKamper ******** Order#***** and S/N: ******. I purchased this tent knowing for 2 years from the date of purchase, iKamper will repair or replace defective parts at no cost to the customer. The tent arrived on August 3rd, 2022 via ABS freight. After using the tent 3 times, I noticed 3 issues that I am not okay with. 1) When the tent is in it's final closing stage, last 10" of the cover travel, there is a very loud creaking sound coming from inside around the rear gas strut area. This happened on day one and I thought it might improve as I used the tent. It has become worse. I followed the iKamper warranty process by completing the warranty form on their website and submitted a video to demonstrate the issue. 2) The rubber feet at the end of the ladder are developing holes along the bottom outside edge. You can see the metal ladder through the new worn hole in the rubber feet. I feel these should be replaced. I am 170 lbs. and well below the 300 lb. limit for this ladder. I also submitted this warranty claim with photos through the iKamper warranty form on their website. 3) There is also a small rub **** on the top of the rain fly that I can see a small amount of daylight through (same issue I read above from another person who filed a complaint). I feel very discouraged to even challenge this 3rd issue based on how poorly my customer experience has been so far. I have received no acknowledgement from the first 2 warranty submissions or to my multiple attempts to contact them by email. No one will respond. You cannot call them and they will not answer their phone. They left me with no option but to file this complaint and to consider starting the process of challenging the charge on my credit card.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a tent from ikamper Mini 3.0 along with an insulated tent to go inside the ikamper mini on 9/5/2022. On the 9/7/2022 I emailed them asking to cancel my order as my home flooded and I had a big deductible to pay. I shared with them that I understood the terms and would pay the 3.5% restocking fee.Also on the 7th Ikamper responded letting me know that if we canceled the order after it shipped we would incur a 15% restocking fee which I red in their return policy. I specifically shared in Atleast 4 emails sharing I could not pay the 15% fee and would be happy to pay the 3.5%. IKamper emailed me saying their were going to try and stop the shipment and would let me know. I again told them I couldnt pay the 15% restocking fee. Without me agreeing to or confirming or agreeing to the cancelation they told me my packages had shipped already and they had refunded me the money minus 15% for restocking.I NEVER agreed to this and I have every single email as proof. I have since emailed them at least 10 times, my girlfriend has emailed them asking for a tracking number and where to send the reimbursement money back to them as we will keep the tent as Im not losing almost $800 to get nothing. We will deal with the issue on our own. There has been absolutely zero responses and we have even reach out to them on social media (Instagram) as they have been posting daily on there and to our surprise they deleted our message to them. They have completely blown us off and we dont even know if the tent is enroute or not. There absolute lack of confirmation on what a client wants and complete abandonment to not even respond to a customer that is trying to get confirmation the order has been sent and how to get them the money back is probably the worst customer service I have ever experienced. Please help me resolve this. I have in my records every attempt to reach iKamper. It is so sad because we have been researching and so excited to buy this tent & now this.

  Business response

  09/14/2022

  *********************** reached out multiple times to cancel his tent order.
  
  
  We explained to him that we would try to stop his order before it left our warehouse and only charge him the 3.5% per our cancellation policy if a tent had not left our facility yet.
  
  
  After asking our warehouse manager about if it had left or not, the tent had in fact left our warehouse and was already in route to him.  The tent had made it from our warehouse in ****, ** to **************, **.  
  
  
  Because the tent had already left our warehouse and we incur additional fees from the freight company we use (ABF) to recall a tent back to our warehouse, our return policy clearly states that we charge a 15% fee to cover the costs of the return.
  
  
  I have attached emails that *********************** sent to request cancellation of the shipment as well as our representative ****************** responses to him.
  
  
  After the fee was charged and *********************** was informed that it was cancelled and he was charged, ***** changed his mind, said he never agreed to pay the fee and became argumentative over it.  Once the tent was recalled, we could not then un-recall it because he changed his mind.
  
  
  When *********************** asked for a tent cancellation, we cancelled it and returned the money minus the 15% fee.  
  
  
  Although it is unfortunate that we had to deduct 15% from what *********************** was initially charged, this was only to cover the fees of the cancellation after ***** asked multiple times to cancel his tent order.

  Customer response

  09/14/2022

   
  Complaint: 18022294
  
  I am rejecting this response because:

   

  it is convenient that absolutely none of my emails were included that shared I could not pay the 15% and could only pay the 3.5%.  I specifically stated that in multiple emails. At no point did I agree to the 15% and I mentioned that if I had to pay the 15% then I would take the tent instead.I have attached several emails I sent asking to communicate with me so we could figure issue out and I also emailed saying if you could not refund the entire amount then please send the tent. I have several more emails asking for communication so I could see my options and decide what direction to go.  Multiple times I shared I could not pay the 15% but ikamper chose to do it anyways. I did not change my mind I specifically said if my option is only the 15% Ill take the tent.

   

  i
  
  Sincerely,
  
  ***********************

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