As Steve On Your Side investigated 4x4 Colorado over frustration from customers about unfulfilled orders, the owners announced a pending bankruptcy.
LAKEWOOD, Colo. — A Lakewood-based rooftop tent company has shuttered its operations and announced plans to file for bankruptcy, leaving customers across the country waiting for orders they paid thousands of dollars for — some nearly a year ago.
4x4 Colorado Rooftop Tents padlocked its showroom near Casa Bonita, took down its website and stopped responding to some customer inquiries this fall before announcing its closure via Instagram. The company blamed tariffs, supply chain issues and a growing number of refunds for its financial troubles.
Jason Padilla, of Fresno, California, spent $3,100 on a rooftop tent in mid-May after seeing reviews from YouTube influencers.
"I really fell in love with it. I mean, the way it looked, the way how it opened up," Padilla said.
Months later, he's still waiting for his order.
"I'm just waiting for it and waiting for it," he said.
In Washington, Nicholas and his girlfriend Kelsey purchased an awning for $1,000 and a tent for $2,300 around Black Friday last year. While the awning arrived, the tent never did.
"Every month, you reach out and they said 'It's next month, it's next month, it's next month,'" Kelsey said.
The couple was repeatedly told their tent was on the next shipping container, with the company citing tariff issues as the reason for delays.
"Their customer service is always like, you had to reach out to them first. They never reached out to you first," Nicholas said.
After nearly a year of waiting, the couple said the company stopped responding entirely this summer.
4x4 Colorado has an F rating with the Better Business Bureau (BBB).
"We've seen a lot of complaints come through for this business in a relatively short period of time," said Megan Conradt with the BBB.
The complaints detail similar stories of unfulfilled orders worth thousands of dollars.
Most customers reported that their last communication from the company came in September — an email promising more detailed updates. After that, the phone went unanswered and the website disappeared.
"When you call them, it just rings and rings," Padilla said.
Steve On Your Side attempted to reach the company owners through phone messages, text messages, emails and two visits to the Lakewood showroom, but received no response.
The company's Instagram post announcing the closure and bankruptcy filing came late on Monday morning before the story was set to air on 9NEWS. The company said new tariffs equaled a 130% increase in costs.
As of the time of reporting, no official bankruptcy filing had been recorded and the company and its owners had not responded to repeated requests for comment.
In the post, the company said the owner had reached out to customers to explain the situation and had already refunded a half a million dollars.
Customers who spoke to Steve On Your Side said they didn't feel this process has been transparent.
"I'm very angry. I mean, I saved a lot, man. I mean, I had plans, you know what I mean," Padilla said.
He has since adapted by purchasing a $50 air mattress from Walmart to sleep in the back of his truck.
Nicholas and Kelsey remain uncertain about recovering their money.
"We're hopeful that the bank will work with us, but they already denied the charge back once because they said it was too far outside of the statement date," Kelsey said.
The BBB recommends customers contact their credit card company or bank to dispute charges and file complaints with the attorney general in the state where the payment was made.
"Sometimes the credit card company or the bank can help dispute those charges," Conradt said, emphasizing the importance of saving all purchase documentation, receipts and email communications.
She also recommended complaining to your state attorney general if a company hasn't fulfilled an order you paid for.
Steve Staeger is the consumer investigator at 9NEWS. Anna Hewson is the consumer investigative producer. Contact Steve On Your Side with consumer problems and story ideas.