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:08/09/2024

  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.

  I purchased two tomahawk bike racks last September. This July, a factory assembled portion of the rack, the front wheel tray, fell out with my bike on it while driving. This broke the roof and windshield of my Tesla as well as scratched the paint. It also chipped the carbon on the bike in two places. The rack is poorly designed, and the wheel tray is only held by friction. There are no means of fastener retention provided, no locknuts, no locktite, etc. No torque values are provided in the manual. I shipped the rack to the manufacturer for analysis, who says it is somehow my fault their product failed and wrecked my car and bike despite having used the product in compliance with the instructions. I have had many bike racks over the years and have never seen a failure like this

  Business Response

  Date: 08/27/2024

  There was a lengthy report with photos and evidence of mis-use by the customer that was emailed to them about this complaint/claim.  The part in question is one that does require the customer to tighten it at the assembly stage.  This is during the time that they install the rear tray.  We do state in the manual that the customer is responsible to check the rack for loose bolts before each use.  This is even more true if they drive in off road conditions.  The road this occurred on is in the area our boss lived for 20 years, and that road is very hard on cars and their equipment.  There is evidence that the front tray had been loose for some time.  This was evidenced by the wide spread of wear markings in the head assembly where the front tray attaches.  If the two bolts that hold this in place had been tightened properly then there would be zero side to side wear marks.    If a customer is not willing to due their due diligence and inspect the equipment before use and make sure that it is safe for use then we cannot be responsible for an issue that arises.  It takes less than a minute to verify that the rack does not wobble nor have have unnecessary play. 

• Initial Complaint

  Date:07/12/2024

  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.

  Warranty issues - purchased bike rack and I am the only owner. - bike rack started having issues and not working April 2024 - company sent me a few parts to try to fix the problem - problem isn’t fixed and now they won’t return my emails about the a warranty - product falls under all of their warranty requirements

  Business Response

  Date: 08/27/2024

  We sent replacement parts to the customer several times.  At one point the problem seemed to be solved.  The customer sent us an email a month later stating that it was not functioning properly again.  We requested more info and videos because at this point the amount of new parts we sent them was almost the equivalent of them having a new rack.  Our QC team also tested the components before sending them to the customer. The customer asked for a refund instead of sending us the requested information.  We explained that we cannot give refunds on products after 30 days.  This rack was purchased 3 ears ago and is not eligible for refund.  This was explained to the customer.  They have not replied to us since we emailed them on July 11th.

  Customer Answer

  Date: 08/28/2024

  Complaint: ********
  
  I am rejecting this response because:

  Rocky Mounts did not stand behind their warranty. I do not know why the rack does not work but they did not fix it. There response to the rack not working was " You're welcome to bring it to the shop and I can actually put eyes on it to see what's going on vs just going off what you say is wrong and the end." I understand that they tried to replace and fix the issue but THEY DID NOT FIX THE ISSUE. I have a completely useless bike rack. I bought the rack because of the warranty. I have not been able to use the rack since April. 
  
  
  
  Regards,
  
  ***** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:09/13/2023

  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.

  TERRIBLE CUSTOMER SERVICE both on phone number provided by company and never received an email response- so NO CUSTOMER SERVICE at all for a 300$ purchase.

  Customer Answer

  Date: 09/14/2023

  I need two screws 8 X 90 and some help with the assembly. when I called he refused to help me or even pay attention and then I have not received a response to an email sent last week.

  Business Response

  Date: 10/10/2023

  Hi,

  ****** called and stated that she had 4 bolts ( should have been 2x m8x90mm & 2x m8x85mm), but 3 of them were m8x85mm. We asked for photos of these and she refused to send them.  We stated that we did not at the time have the m8x85mm bolts in stock and that they would not be in stock for several weeks and if she wanted a quick solution then she would need to go to a hardware store to find them and we could issue a credit.  She did not email photos of the bolts but only emailed to complain about the phone call.  We could not and cannot send her those replacement bolts as we are out of them.  Those bolts are prepackaged in the rack boxes at the factory. The "replacement" bolts that we receive typically come with the replacement backstop parts. We are not due to receive those parts until mid December.  We explained this and offered the solution of crediting her for her to go and purchase these items. 

   

  Regards,

  *** *****

  Sales Manager

  Customer Answer

  Date: 10/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  The business is not being honest or accurate about the support help conversation or their product. However I returned the item since I could not get help.
  
  
  Regards,
  
  ****** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]