Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ************ and Shocks from ***** in 2021 for $1700 and at first it a pleasant experience. One of the buying factors was the offer of a lifetime warranty on parts. Well after three years I had one leaf spring break at a very odd spot which ***** agreed was a manufacture defect. He said he was going to call Atlas and call me back with options. He never called me back. I called again to find out what is going on because I need my truck fixed, he gave me the same answer that he was going to call Atlas and call be back the same day, he never called me back. I removed the broken Leaf Spring and told ***** I could take it to Atlas but I wanted to confirm I was not going to pay anything or what would they charge for a upgrade and he again said the for sure he will have an answer for me by the afternoon and once again he never called me back. Terrible customer service and they obviously do not stand by their warranty.

  Business Response

  Date: 02/05/2025

  For all parts Bulletproof Suspension Manufactures there is a lifetime warranty. The parts purchased from ****** are from other manufacturers and we are subject to whatever their warranties cover. ***** Spring stated they do a 1 year warranty on all of their springs they build. The previous time I spoke with ****** on 1/7/25 we talked about him removing the leaf springs and taking them down to *************. I told him once the springs were down to ************* I could possibly get them to take care of everything and if there was cost that it would be minimal to repair. ****** says I told him I would call him back with a price of what it would be and when we spoke again just yesterday on 2/4/25 he said I would get him a cost of what he would be paying and call him back. This would be possible, but I was not able to get a price and was hoping to get Atlas Springs to warranty for me as this is a issue that is extremely rare. Again when we spoke on 2/4/25 at 4:05pm I could not get a hold of the owner of ***** as he is out of the office until Monday and was pressed for time and again I did not get back to ****** with this response. The conclusion will now have to be that ************* offers a 1 year warranty on their leaf springs. The cost will likely not be to much and it would be best to go directly through ************* to get the cost of this repair done. Atlas Springs should already be aware of the spring issue and I can forward the complaint and response to Atlas as well to help refresh the situation. 

       Thanks,

               *****

  Customer Answer

  Date: 02/06/2025

  I agree with ***** that he was waiting to hear from Atlas but the only problem is ***** never calls me back when he says is would and will wait until I call him again looking for an answer. Everything he said about the owner of ***** I never knew and that they are aware of this situation. At this point I will take the defective leaf spring to Atlas and will tell them to contact ***** to work out what ***** said "I am sure I could have them replace it for free". Once they work it out I will expect a phone call from ***** since it's Bullet Proof Suspension that I am going to for help since this is where I did business with.

  Business Response

  Date: 02/13/2025

  As for the response for the cost to repair the leaf springs through *************. I spoke with ******** at Atlas and he will repair the Leaf spring at the wholesale cost of ****** and is aware of the situation. Thanks, *****

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order June 11 that was paid in full and was told 4 week lead time. Called July 11 to get an estimate and was told another couple weeks. Called July 25 and was told that ***** would call me back. Called Aug 13 and was told ***** would have to call me back. Called Aug 16 and was told ***** would call me back. I told whoever answered the phone that I just want to cancel the order and he hung up. I finally got ahold of ***** on Aug 16 by using a different phone number. He said he would refund the purchase due to some misunderstandings. But couldnt process the refund until Tuesday or Wednesday of the following week (Aug 20 or 21). Called him back Aug ************************************************************************************************* a few weeks and not the following week. He now says the refund will be processed next Tuesday or Wednesday but will charge between 35% and 20% restocking fee. I recorded the phone call on the 16th and he explicitly said no later than Wednesday next week. It is impossible to get a refund from this company and there was nothing shipped.