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Rack N Road
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/30/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Date was Aug 27. They scheduled an installation/repair for the 2nd time. This all started Aug 5 when I went to their shop to place an order personally cause eventhough ******* did not go and check the key holes needed to be replaced & just went to the pictures I sent to ****** and also took a peak on their glass, went ahead and order the parts. I went and got a text from them and schedule an installation on Aug 13. ******* only was able to install 1 side. Another *** said to go to a locksmith w/c I did. ********* tried but its still not working properly so went back to them and after almost an hr another *************** said to come back and will fix it by getting this particular part from the back w/c I think is their graveyard for old Roof Box. Went back on Aug 27 and ******* and **** tried to repair and install another Key hole holder to fix it but after only less than 30mins they just decided they cant fix it. I ask for a refund from ******* but he said I cant because its a special order.. so Im left behind a roof box that I cant open or close properly without an aide of a rope. pls help me refund my money that I spent including the fee I paid the locksmith. I want a refund of a total of $112.$92 for the 2 locks and 2 key hole covers.$20 for the locksmith fee I also added a photo I sent to them about the repair/replace needed.

  • Initial Complaint

    Date:02/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On 1/2/23 took my vehicle to install hitch plug. I found that they damage my left tail light. I later found out that they did not do the installation correctly. I later brought my vehicle back to the shop to have them install the hitch plug correctly however afterwards they rip my headliner open and damaged the clip without repairing and replacing the missing part.

    Business Response

    Date: 03/20/2023

    We have tried to reach ****** with no luck. It is a simple issue that we need to fix. We feel like we have made the necessary effort to get ******* vehicle in here to repair it.  If their is a way to get him to call me at ************,  I would be happy to talk to him and remedy the situation. 

     

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

    Owner

    RackNRoad

    Customer Answer

    Date: 04/05/2023

    I am rejecting this response because:

     

    Hi,

    I writing in response to your message on the complaint being close. I want to let you know that no longer trust them to work on my vehicle even though. Therefore even if they try to reach out to me I feel that since I could no longer trust to provide good service I will not take my vehicle there again. I have brought my vehicle to them the first time and they damage my taillight and did not do the installation correctly. When I brought it back the second time they damaged my headliner. You can see why I refuse to bring my car back to them. I would like a refund at this point. If you can reach back to me I would appreciate it. Thank you.

    Best regards,

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


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