Complaints

This profile includes complaints for Roofnest, Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roofnest, Ltd

  Boulder, CO 80302

  
• 

  Roofnest, Ltd

  2525 Arapahoe Ave Boulder, CO 80302-6720

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:08/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought the Falcon 2XL from.this company directly less than a year ago.I noticed upon unwrapping the *** that the top exterior shell was bubbling and appeared to be delaminating. I contacted Roofnest and they said they'd give me a partial refund if I kept *** assuring me that the issue would not get worse and not affect the *** performance. Well after taking *** on our first trip it appears that the one bubble 18 inches in diameter has now grown to 6 bubbles 18 inches in diameter. I contacted Roofnest about this latest development and they merely said that after their team reviewed pictures they concluded that the bubbling is not a big deal and have ceased further communication with me.The point I want to make sure is received is I didn't want a faulty product even if it is only cosmetic in nature as Roofnest stated. The problem has grown which makes product even more unsightly for what should be a brand new product.Had I known the partial refund was the end of it and I accepted a faulty product for 2k rather than 3k I paid I never would have accepted the partial refund.This is truly an unethical business practice. Lastly, I mentioned to the Roofnest support that the *** I received leaks. Not a mention of that in their response to my complaint. Very disappointing experience.

  Customer Answer

  Date: 08/30/2024

  thank you for the quick follow through with my complaint. I have been able to solve my problem with the assistance of ********* at Roofnest. Could you please close this complaint file and consider it resolved.
  
  Thank you, 
  ********************;

• Initial Complaint

  Date:05/21/2024

  Type:Product 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.

  Roof Top tent started leaking and causing mold everywhere. Rooftop Tents will not stand by their product but gave me instructions on how to remove the mold. Numerous pictures sent to them but they dont care. They have their money and thats all that counts I guess.

  

  Business Response

  Date: 05/22/2024

  Roofnest attempted to work with ******************** on his warranty claim, however, he failed to provide proof of purchase. Roofnest's limited warranty covers the original purchaser for 2 years (warranty information attached). ******************** is not the original purchaser, nor did he provide the age of his tent. Maintenance of the tent is also the responsibility of the customer, this is also outlined in our warranty. Roofnest recommends opening the tent every 1-2 weeks, even throughout the winter months to ensure moisture does not develop in the tent. This is outlined in our maintenance and care guide (attached)
  Regardless of his lack of warranty, we provided clear repair instructions and links to materials in an attempt to assist ******************** with the repair of his tent. Customer correspondence is attached.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21742760
  
  I am rejecting this response because:
  I was not asked how old the tent is. The tent was purchased new as a gift to myself. Thats why I dont have a receipt. Tent has been opened every few weeks in season. Its kept indoors during winter. **** started in the last month. I am not the only customer with these complaints and these customers were treat the same way. Unfortunately this is how this company conducts their business. Grab your money and run. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service 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 have requested a return due to being unable to fix a warranty issue with the zipper that holds the tent together. While Roofnest has been supportive in sending the parts, I have no instructions and the parts that need to be removed are stuck in place. When I asked for additional support I received no response. I have a non functional tent that I am seeking to return. I have sent video and pictures to roofnest support.

  

  Business Response

  Date: 05/01/2024

  Roofnest customer support is actively working with this customer on a resolution. We have offered him a full replacement tent. The customer has voiced that he would like a buyback, however, we do not offer returns on used product. We will continue to work with the customer until we reach a satisfactory agreement for his warranty claim.

• Initial Complaint

  Date:09/21/2023

  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.

  The date of the transaction was 5.09.23. I paid $2,803.40 for the Roofnest Sparrow XL (OB)-Black; The two pieces/shells of the item did not seal shut so from first use so the tent bulged out of the crack between the 2 plastic/fiberglass pieces while driving; this situation created a huge, scary noise that caused us to pull over on the side of the road to inspect the product. (We are very experienced gear users and review instruction manuals/videos; we know how to use gear and can confirm the latches on this product were properly shut when in use). We finally sealed the 2 shells shut with a ratchet strap as we were afraid the item would explode on the road and fly off the car, possibly injuring someone. About 2 weeks after returning from the 3-week roadtrip (in which we used the product), a very loud pop/noise occurred while driving (the Roofnest remained attached/on top of the car after we returned) and we discovered a crack in the fiberglass/plastic shell directly above the Roofnest logo. Soonafter the crack expanded and turned into a very visible hole (again, while driving we heard a loud, scary noise when the item popped and we had to pull over to inspect the item as we were afraid it might explode, come apart and possibly fly off & hurt someone). We immediately reported the crack/hole to Roofnest and they refused to honor its extended warranty policy & replace the item; they told me to buy a bonder/glue to repair it. They then claimed that the crack/hole was "accidental damage" as if I damaged the product. This was not accidental damage. This is clearly a manufacturing defect & the product is not repairable & cannot be repaired with their suggested glue/bonder. And I had to chase customer (they don't return voicemail, were slow to respond and very defensive and not helpful). This is the worst customer service situation I've ever encountered. With all the identical customer complaints online, this is clearly a manufacturing defect. Order # ******

  

  Business Response

  Date: 10/06/2023

  Roofnest completed a full assessment of the case with the information and photos provided by the customer. The customer reports that she was having difficulty properly using the tent,however, she failed to report any issues to Roofnest and knowingly continued to use the tent from June-August.
  It is the responsibility of the customer to properly maintain the tent, which includes reporting any issues with the tent. This is outlined in both our Limited Warranty and our Maintenance and Care Guide.
   
  The tent has a total of 6 points which secure the top shell closed. When the latches and straps are properly engaged, there is no way for wind to lift the top shell ** in the manner that occurred, causing damage to the tent. It is the responsibility of the customer to ensure that the latches and straps are properly engaged before driving.
  

  Although this incident was not covered by warranty, Roofnest offered replacement parts at no cost beyond the shipping fees. 

• Initial Complaint

  Date:07/28/2023

  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 a roofnest sparrow rooftop tent on June 8, 2023 order #******. I received the tent in a timely fashion and the tent has warranty but not against human error, neglect, or acts of god. I followed the directions given on their website to retrieve the hardware kit from inside the tent, in which it says to open on side of the tent and get the items from inside. It does not say to undo all latches, or which side to open from. Unfortunately as I opened it, not knowing this information because its not on their website all at, one of the latches snapped clean off leaving a hole in the side of my tent and a broken latch when Ive never gotten to use this tent. I spent $3395 on this tent I havent been able to use before its broken. I wasnt given compensation, they sent me some dinky repair kit and said its human error. Even though I followed their instructions exactly. I bought this tent to go on a cross country road trip and now Im concerned the tent will fail with the repairs and Ill be out of luck in the middle of nowhere. I feel like I deserve some sort of compensation considering the amount of money I spent on this item but they refuse to take an accountability for what has occurred.

  

  Business Response

  Date: 06/04/2024

  **************** explained that the tent was damaged due to improperly handling the latches of the tent. Roofnest's limited warranty covers manufacturer defects and part failures (attached). Dispute the claim not being covered by warranty, Roofnest provided repair materials (fiber-glass repair patch and bonding epoxy) to assist **************** to get her tent in working order. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 20390811
  
  I am rejecting this response because:

  The instructions on the tent are unclear. As first time users one should not be expected to know how to open the tent. The instructions are state to open all latches and dont specify which latches to do first. With the cost of the item, the instructions should be more clear. If that cant be done then there should be more compensation than a $15 repair kit. As the tent was $3000. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/10/2024

  The instructions for the Sparrow tent are attached. The instructions note to push the button to release the latch twice. The order of the latches does not matter, however if the button is not pushed on the latch, it will not release. 

• Initial Complaint

  Date:08/19/2022

  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.

  The company will not honor their warranty or at least they will not respond to me anymore regarding the warranty. I have a crack in the top shell like many other customers have complained about, and it has rendered the tent useless as it leaks badly. They have acknowledged that it is due to manufacturing defect. At this point Id like them to honor their warranty (I received my tent on 8/29/20 and it has a two year warranty), and provide me with a new top shell, even though I am not happy that I will have to remove and dispose of the defective one and install the new one myself.

  

  Business Response

  Date: 10/06/2022

  Our team has been working with you to resolve the issue by providing a replacement shell. You replied in the middle of August that you would accept the replacement shell as a solution. We responded on 8/22 that we would place that order for you.

• Initial Complaint

  Date:06/21/2022

  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.

  My partner and I purchased a Roofnest car top camping tent. Upon delivery in March, I set it up and started to let it air out. The toxicity of this item was overwhelming. We called and emailed and it was routinely difficult to get a hold of someone. When we finally did, they were extremely rude and not understanding. They repeated how they have never had a situation like this before and we were the only ones to ever experience such an extreme issue of off gassing. The recommended selling it, using other chemicals to get rid of the smell, and purchasing more items to help it with the stench. Nothing worked. We left the tent open, we took the mattress out and let it air out for months. We have used it three times so far and each night we have packed up at 3am in the middle of the ***** because we were too sick to continue to stay in there. We usually ******* nights a year and this was a huge purchase that we wanted to utilize during our summer weekends. They won't call, email, or stand behind their products at all. They said we are past the return window however, they recommended airing it out long enough to pass the return window. We really want a resolution and I would like to talk to someone there that is not rude. This is a 3.5k product that is completely trash and unusable. We ended up throwing the mattress in the garbage because after letting it air out for so long outside it became filthy and still had the smell. Now, the actual tent has the same toxic smell so everything is rendered useless.

  

  Business Response

  Date: 07/15/2022

  We are sorry to hear that you are having a difficult time with the off-gassing of the tent. As with any large manufactured piece of equipment, off-gassing of the tent mattress is normal and unavoidable. Once the tent is properly aired out and used, the new tent smell will subside. This article explains the standard mattress off-gassing process. https://www.mattressclarity.com/blog/new-mattress-smell-mattress-off-gassing/ 
  
  
  Our team has emailed and spoken with both you and your partner over 12 times between 4/6 and 6/23 to talk through the situation and offer solutions, such as sending odor absorbers. The new tent smell does not constitute a manufacturing defect to warrant a return outside of our policy.