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:07/06/2023

  Type:Sales and Advertising 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.

  We purchased Rhino Rack Crossbars from trailer on May 23, 2023. They arrived May 25, 2023 and were installed. On May 26th, 2023 we started our vacation and a hour and a half into the trip our rear passenger window had shattered and we realized the crossbars had broken free from our roof rack. The crossbar had broken free from the plastic attachments that came with it. Parts of the plastic had broken and parts were still attached to the roof rack. We then returned home and put our original cross bars on, which have never malfunctioned and was able to successfully carry the same load. The only reason we got the Rhino Crossbars was to more easily attach the rhino Kayak rack we had purchased. The bars cost us $447.07, the glass repair cost its $389.98. The inconvenience of having to get our glass repaired while vacation and missing out on the first part or vacation because of delay. I have talked with etrailer and rhino rack and they are not reimbursing us for the the malfunction of the crossbars.

  Business Response

  Date: 07/12/2023

  **************,
  We deeply apologize for your frustration with this issue. As stated in your warranty claims, unfortunately, because you were not using the bow and ***** straps to carry your kayak, the claim was denied. It clearly states in all of our kayak carrier instructions that kayaks need to be secured at the bow and ***** to safely haul kayaks and other long loads. In leu of customer satisfaction, we have offered you a free of charge crossbar system replacement. Unfortunately, that is all we are able to offer you at this time. 

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20282025
  
  I am rejecting this response because: When further reading instructions it only states bow and ***** straps are recommended not that they are required. We have never had to use bow and ***** in all our years of transporting kayaks. We in fact were able to successfully transport kayaks with our original cross bars with no issues. It stated with enclosed straps but there were no straps included with the crossbar purchase. We do not feel comfortable using a replacement bar that would have the same faulty engineering as the original product. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/25/2022

  Type:Product 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.

  I was sold a Rhino Roof Rack System from Auto Anything per their sales specialist. It was the wrong system for my car. After many weeks of not being able to get a response, I called and was told to contact ***** for a return. Rhino agreed it was the wrong system ( Euro Bar and Folding * Kayak hooks. Total $359 for the bars and $189 for the hooks. after many weeks and much repeated information, I received an ** Slip from Rhino and Auto Anything, returned the bar system and * hooks via FED EX as instructed. I was refunded the $359 for the bar set, but Rhino and Auto Anything are refusing to refund the * Hooks for $189, stating that the ** did not include the * Hooks, and that a person in the warehouse will have to verify the * Hooks in the box with the rack system. If they shipped the order, why would they use such an excuse after weeks and months of dialogue. I find this a RIP OFF, ***** does have the * Hook set in their possession.I had a local installer install the correct Rhino Rack system and kayak pads on my car following the incorrect sale from Auto Anything.