Complaints

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

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  Thule, Inc.

  42 Silvermine Rd Seymour, CT 06483-3907

• 

  Thule, Inc.

  1 American Ln Greenwich, CT 06831-2560

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:11/06/2024

  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.

  About 7 months ago, I ordered the Thule **** bike rack through ***. Back in mid September, using the **** to transport my mtn bike, I got to my destination at **** ********* **. When I tried to take my bike off the rack, the ratchet strap on the swing arm locked up and would not release. I attempted to release it with the lock in both positions to no avail so I contacted Thule support right away and spoke to Evan. Thule could not help me and I was too far from a repair center so I had to cut the strap and remove the head.
  
  Thule promptly sent me repair parts 5 and 6. When I went to make the repair, I discovered the cap that the repair parts attach to had fallen off in transit as there was nothing to keep it secured when I removed the locked up strap assembly. So I contacted Thule again via email and sent photos to Evan. I didn’t hear back. So I sent another email- radio silence. Then I called Thule and spoke to Geoff. He looked up the issue and gave me case number ********. He asked me to email him photos of the part needed because he could not find that part in the inventory.
  
  That evening I sent Geoff the photos and description then waited to hear back. A few days went by and nothing. So I sent another email. Finally, Evan got back to me and said he sent me part sets 5 and 6 a couple weeks prior. Duh! I felt like I was being given the run around. I responded to him confirming that the parts didn’t solve the problem, that I spoke to Geoff, and that I followed up a couple times with no response. I recently sent ANOTHER email to the email address that both Evan and Geoff gave me, nothing.
  
  Since purchasing, I had bragged to my friends that the new **** is awesome. Until the malfunction. Now I am stuck with a very expensive two-bike rack, and can only use it for one. So much for customer service. All I want is that simple part. Its value is probably less than 10 bucks. But I cannot make the repair without it.

  Business Response

  Date: 11/21/2024

  The part Ron requested is not typically offered as a spare part through Thule.com, so we had to source it directly from our manufacturing facility. This caused a slight delay, but the part was shipped on 11/20 and should arrive within a few days to resolve ***** issue.

• Initial Complaint

  Date:11/01/2024

  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.

  On October 6 I received a reply from Thule support stating that the issue I reported with my Thule Motion XT Alpine cargo box is likely a manufacturing defect. I was informed to proceed to file a warranty claim. The cargo box was a gift from my parents back in 2019. I am a medical student and they knew I would be traveling across the USA for school and while doing my rotations.
  
  This box was manufactured in 2018 according to the stickers inside of the cargo. Unfortunately, I have encountered an unusual purple bubble peeling on the gloss finish of the cargo box. This defect is known to Thule and they stated it is irreparable and will continue to worsen. I had seeked for advice on how to stop or possibly repair in both my inquiries to support and warranty claim.
  
  After carefully reviewing the Thule warranty policy, I believe that this issue falls under the terms of the limited lifetime warranty. Due to the age of the box my parents are no longer able to produce the receipt as they forgotten where it was placed or already discarded the receipt.
  
  I kindly request that Thule honor its warranty and either repair or replace the defective cargo box. I am confident that Thule will stand behind its products and resolve this issue promptly. Many companies stand by their product and do not hesitate to initiate a solution such as Craftsman, Husky, Moen, Kohler with my experience with warranty claims.
  
  Thank you for your time and attention to this matter. I look forward to your prompt attention and assistance in resolving this issue with Thule.

  Business Response

  Date: 11/19/2024

  Thule’s Limited Lifetime Warranty applies exclusively to the original purchaser of the product. To verify eligibility, we require proof of purchase for all warranty claims. Unfortunately, *** **** was unable to provide documentation verifying original ownership, which is why his claim was initially denied.
  However, as a gesture of goodwill, we’ve decided to make a one-time exception and honor *** ****’s claim. A replacement cargo box has been issued under Order #**********.

• Initial Complaint

  Date:08/13/2024

  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.

  I purchased a Thule cargo box from *** in order to move across the country from ** to **. The morning of my move, the brand new box, never used, wouldn’t lock and I couldn’t get the key out. While driving across the country I was informed in order to file a warranty claim I need proof of purchase. I called *** and because I’m not a member they couldn’t email me the receipt. Finally I got it to them. Since I’m driving this was exceedingly difficult. I registered this and already have them the info. Ridiculous. Then since I don’t have a physical address for them to send a new one until Sept 1, to they said they would need to close it and do a new claim later. They also said i would need to get rid of the old one myself. I am in a new state with no idea where or how to do that. Absolutely inexcusable all the way around. I purchased a well known brand to have a good product (fail), and customer support (fail). I would like the new one sent to my new address on it after sept 1 and the broken one removed.

  Business Response

  Date: 08/15/2024

  We are deeply sorry to hear about the challenges ******** experienced on her move day with our cargo box. We understand how frustrating this situation must have been, and we want to clarify the circumstances surrounding the issue.

  
  Our cargo boxes are designed with a safety feature that prevents key removal unless the lid is fully closed. This design ensures that the box is secure while traveling at high speeds on the highway. ******** picked up the box from an *** location on July 20th, and it was functioning correctly until it was loaded for the journey. However, when attempting to remove the key, it became apparent that the lid was not properly closing. This could have been due to overloading or an item obstructing the lid.

  
  Had we been contacted at the time of the issue, we could have assisted with troubleshooting over the phone, which might have resolved the problem. Unfortunately, the key was forcibly removed, causing damage to the box beyond repair.

  
  To address this, Thule has offered to send ******** a new box under warranty. However, since ******** will not have a permanent residence until September 1st, which is required for LTL delivery, we have offered to send the replacement box once she is settled or to another more permanent address. If disposing of the damaged box is a concern, Thule is also willing to arrange a local trash removal service to assist.
  Alternatively, ******** has the option to return the box to any *** location across the country. *** has a one-year return policy, and since this product was purchased less than 30 days ago, a return should be straightforward. 

  
  We sincerely hope this resolution is satisfactory and are committed to ensuring ******** receives the support she needs.

  Customer Answer

  Date: 08/16/2024

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

  I did not use this incorrectly nor did I overload the box. For Thule to blame me for their bad lock, which as you can see in any internet search, is clearly a known issue they haven’t fixed yet, is wrong on several levels. I want the new box delivered and arrangement for pickup of the old one. I want this to be seamless. 
  

  I also want an apology from Steven for not giving me the information I requested to file a formal complaint and instead closing the ticket with no further response. 

  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:07/25/2024

  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.

  Entire order was nothing but waste of time and trouble.
  All excited I placed ****** * XL cargo box In my shopping cart and went to check out, but it dis not go through, because then it stated that XL size is not available.
  I said no big deal, I will go for size L.
  Placed an order for ****** *L.
  I got an email stating that there’s going to be a delivery and they will call me for the delivery window.
  Took about a week, no prior phone, delivery was outside.
  That’s when they called me. I was not available at that time and I had someone else inspect outside carton box for damages and accept delivery.
  OK, at that time I also got my brand new thule evo crossbars. Once I went to install my cargo box, I was unpleasantly surprised that it wasn’t what I ordered. Instead of ****** * L, in Titan gray, there was a black Force XT cargo.
  I went online and filed a case, which told me that it may take 3 to 4 days for a response. Since I was getting that cargo box for a trip in near future , I had no time to wait and I called 800 number. Not terribly long wait on hold, and someone picked up, I explained the issue, and I was told I will get an email on how to proceed. I did receive email same day, and 20 emails back and forth and several days later I Still had incorrect item laying around and no certain shipping times for the replacement.
  They were supposed to pick up incorrect item, and gave me a window, I sat and waited, but no one showed up. Now I have to email back-and-forth again. I had to gigantic cardboard box, which was a struggle, so that the carrier can pick it up without the box falling apart. No problem, I did that. I am trying to resolve the issue and correct the mistake made by thule. Mistakes happen. Now I am not making the trip with my new ****** *. I do have crossbars installed for no reason. That was another $500 or so. Worst part, I am leaving and the incorrect box is still not picked up and I don’t know what to do with it. I cannot store it anymore

  Business Response

  Date: 07/30/2024

  I am writing to address the recent complaint regarding the delivery of an oversized item, specifically a cargo box, purchased by *** ******** from Thule.

  
  For oversized items such as cargo boxes and rooftop tents, Thule relies on third-party trucking companies for delivery. We strive to partner with the most reliable companies, but despite our best efforts, unforeseen issues can occasionally arise that are beyond our control.

  
  Once we were informed of the delivery issue, Thule promptly worked with the trucking company to resolve the situation. The item was picked up, and a full refund was issued to *** ********. Additionally, to make amends for the inconvenience caused, we provided *** ******** with a 40% discount code for a future purchase.

  
  We deeply regret any inconvenience this situation may have caused and are committed to ensuring a smoother experience for our customers in the future.

  Customer Answer

  Date: 08/01/2024

  Thank you for the reply. However, nothing in the reply was mentioned about the fact that Thule, not the trucking the company, sent an incorrect item in the first place. Item was needed for a specific purpose at the time. Item was oversized and did cause a lot of inconvenience in storing it while the entire communication with Thule was mainly over email, back and forth and at a one email reply per day paste. This could have been resolved a lot quicker and a lot more amicable. 
  
  

  Customer Answer

  Date: 08/02/2024

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

  Most Recent Message

  Date Sent: 8/1/2024 1:48:58 AM
  Thank you for the reply. However, nothing in the reply was mentioned about the fact that Thule, not the trucking the company, sent an incorrect item in the first place. Item was needed for a specific purpose at the time. Item was oversized and did cause a lot of inconvenience in storing it while the entire communication with Thule was mainly over email, back and forth and at a one email reply per day paste. This could have been resolved a lot quicker and a lot more amicable. 
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:05/20/2024

  Type:Product 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 Aeroblade Edge **** for my brother in law for Christmas. I used their tool to identify what crossbar would fit his car. I was pointed to the ****. The product page showed a picture of the bar as well as a vehicle with 2 bars attached to it. Having bought crossbars in the past I know that you get 2. Having just one bar is completely useless. So I was surprised later on to discover that when opened there was only one bar. No where in the item description did it say that a single bar was being sold. I bought the item 11/21/2023. Thule has a 30 day return policy so by the time it was opened it was already too late to return. So it sat until recently when I tried to attach it to a vehicle to verify that it worked before either selling it or buying another one. It was then I discovered that there were 2 missing foot pieces. Without these foot pieces the bar could not work. I got in contact with Thule requesting that the pieces be sent to me. Chaos ensued as I was told that I needed to return the item- the return wasn’t accepted because it was outside the allotted time. I was told 3 times to fill out a return form. I was told that my return was approved- only for it to be denied. All I wanted was for the 2 foot pieces to be sent to me. This was eventually denied. They said that the foot pieces had to be bought separately. This is directly from an email from Thule support “ The **** is sold as a bar and foot, but the fit kit is not included”. All the fit kit is is the feet. Every picture of the bar on the website shows it with the feet. No where on the product description does it say the feet aren’t included.
  
  My complaint is that this item uses at best deceptive advertising. The major issue is there was no way to know that the item did not include all the parts needed to function. The lesser issue is that it was not made clear that only one bar was being sold.

  Business Response

  Date: 05/20/2024

  Thule roof rack systems are specifically designed for the
  year, make, and model of the vehicle. We do not offer a universal system that
  "Fits Most” vehicles. Consequently, these custom fits require several
  components to create a complete roof rack.  If used correctly, the online buyer's guide
  would have indicated that Mr. ******* needed two crossbars and a fit kit for
  his Kia Telluride. Unfortunately, the single crossbar Mr. ******* purchased is just one of the three components needed to assemble a complete roof rack, and not the correct one for his vehicle. 
  
  Thule will refund Mr. ********* original purchase and provide
  a 60% discount code along with the correct items needed for his vehicle. 

  Customer Answer

  Date: 05/23/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Thank you for your help, 
  
  
  
  **** *******

• Initial Complaint

  Date:05/14/2024

  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.

  I purchased a Thule double bike rack from ***. During the transportation the front latch failed, and the front tire popped off and the bike was dragged on the highway. fortunately, not much was damaged (I have an $8,000) e mountain bike. I checked with *** and they said everything was mounted correctly. I ask for you to cover the repair bill since the rack failed.

  Business Response

  Date: 06/11/2024

  Our Damage Property Manager, Sasha B*********, has made several attempts to reach Mr. ******** via email and phone regarding this matter that requires additional information before we can proceed with a settlement decision.

  We ask that Mr. ******** please contact Sasha at his earliest convenience at ###-###-#### to provide the necessary details and resolve this issue.

• Initial Complaint

  Date:04/12/2024

  Type:Product 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 a Thule t2 pro (*******) from my neighbor in excellent shape, when he was moving out of the state. The rack was expensive and is still in excellent condition.
  
  While removing the rack in the fall, apparently my son didn’t notice that the anti-rattle piece fell out of the rack. It is gone. It is a very small piece in an otherwise very nice rack. I called Thule to get a replacement part and they would not sell me one. They told me to throw it away or buy a new rack ($750). The only other option was to buy the main center assembly (the majority of the rack) for $500. Their answer was that they don’t trust me to install this very small part (which I have easy access to do). The cost of this part would be less than $10.
  
  It is unacceptable that I am supposed to throw away a large, expensive rack in excellent shape over one small part that screws into a bolt that I can see. It is worse that the only recourse I have is to spend a fortune to remedy this small part. I have good friends that are engineers and mechanics. I’m quite sure we could install this. I can buy a similar replacement rack for less than $500, but I don’t want to do that. I want to keep using this one.
  
  It is a waste to throw this very nice and large piece of machinery away over one tiny part.
  
  I use many Thule products (ski rack and roof rack). I’ve previously had no issues with this company, but this isn’t fair or right.
  
  ******* ******

  Business Response

  Date: 04/24/2024

  As the manufacturer of Thule products, we adhere to strict industrial and manufacturing safety standards. In the case of riveted parts, they are designed as permanent fixtures to ensure they remain securely in place during normal use. Due to these reasons, we do not offer riveted parts to the general public for consumer replacement. This is primarily due to liability regulations and DOT restrictions concerning items attached to vehicles.

  
  While we cannot prevent customers from attempting repairs themselves, any such actions would be at the customer's own risk. Thule would be absolved of any responsibility in such cases. Our commitment to safety is paramount, especially given the potential risks associated with bike carriers being used to transport large bicycles on state highways. We take pride in offering high-quality products designed to enrich your life and passions safely. Therefore, we will continue to uphold our policy of not providing riveted parts as replacements.

  Regarding the warranty, Thule's lifetime warranty covers only the original purchaser. As Mr. ****** acquired the carrier second-hand, it does not qualify for warranty coverage. However, as a gesture of goodwill, we can offer Mr. ****** a 60% discount code towards the purchase of a new rack system.

  Customer Answer

  Date: 04/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It still pains me to toss out such a nice piece of equipment, but their offer of a 60% discount is generous and I will purchase a new rack and consider this resolved.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/11/2024

  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.

  I got broken lock hinge on my Thule cargo box. I did contact both Thule Headquarter and Thule USA but no one really can help at all. Thule headquarter said they cannot ship outside ******. Thule USA said they cannot provide riveted parts. I was asked to provide original receipt for warranty claim. But I don't need to file warranty, I just need part. That's all. I either to fix broken hinge my way or It will be very sad to see this Thule box in dumpster.

  Business Response

  Date: 01/15/2024

  Unfortunately, the part *** **** is looking for is not
  available for purchase on Thule****. Thule North America does not offer this as
  a serviceable spare part since it’s riveted into place.
  
  Thule is held to industrial and manufacturing safety
  standards. Unfortunately in the case of riveted parts, they are considered a
  permanent affixment, and are riveted into place as to ensure the part cannot
  become disconnected during normal use. This also means these parts are not to
  be supplied or offered as consumer replaceable parts, for many reasons. The
  most notable reasons include: liability regulations, and DOT restrictions for
  items attached to the outside of your vehicle.
  
  We do have many laws governing the manufacture and sales of
  these boxes as they can be used to carry relatively large objects across state
  highways, and if anything were to fail, or the load became unstable, the
  repercussions could not only effect the driver and their equipment, but also
  pose a huge safety hazard and risk to other motorists and especially any behind
  the driver.
  
  Here at Thule we are focused on building and offering simply
  the best products to Bring Your Life, we do not compromise on creating great
  products that allow you to enjoy your passions and life. As such, we do not
  compromise on safety. So we will strictly continue to stand behind not offering
  riveted parts as replacement, as that is what we are bound to do.
  
  Thule is more than happy to offer *** **** a 60% discount,
  so they can replace their damaged box. 

  Customer Answer

  Date: 01/16/2024

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

  Thank you for quick bulk message.

  Even with 60% discount, That still very expensive for one part plus $175 oversize shipping.

  I just cannot afford that.

  Here is serial number ************ ***

  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:01/11/2024

  Type:Product 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.

  9 years ago I bought a Thule Subterra Backpack, it had a lifetime warranty. I used it a few times only, and kept it in my closet. Finally I got a chance to travel and when I picked it up, a greasy black material was on my hands. A portion of the plastic line on the outside had degraded. The backpack is literally like new otherwise. When I filed a warranty claim they denied me cause of age and they claim wear and tear (that’s a blatant lie). If they have a lifetime warranty they need to honor it and not try and weasel out of it. This is clearly a defect in materials and workmanship.

  Customer Answer

  Date: 01/11/2024

  Company has reached out to me and sent me a new backpack. Complaint is resolved. 

• Initial Complaint

  Date:12/08/2023

  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.

  Good afternoon,
  
  I recently contacted Thule regarding a replacement part for my ***** ** cargo box that was made in 2017. Thule confirmed on 6 December that they discontinued the replacement part for this product (**********) that I would need in order to return it to good working order. Their proposed resolution is a 50% discounted replacement: this is wholly inadequate.
  
  A broken user-replaceable part that retailed for < $10 should not require full replacement of a >$1,000 product that is well within its usable life.
  
  I seek that Thule revisit its support decision in this case and propose an alternative replacement offer or provide part measurements so that I can fabricate my own.
  
  I confirmed in my support case (cited below) that I no longer have my proof of purchase though did provide photos of the ***** ** roof box on my vehicle with evidence of the required component and the product’s otherwise good condition.
  
  I also followed Thule’s recommendation of searching online for retailers that may stock the part and see that no retailer in the US, or overseas based on my recent searches, offers the replacement part.
  
  While Thule may claim that providing measurements to fabricate a replacement could compromise the safety or security of their products, their claim to control over this aspect of the product lifecycle ended when they chose to discontinue providing a known safe part, both through their own sales channels and authorized suppliers, for products well within their useful life.
  
  It is disappointing that Thule’s Limited Lifetime Guarantee and normally renowned Customer Support are not meeting expectations in this support case as the Thule brand is known for its strength, longevity, and usual willingness to stand behind their products.
  
  Thule Warranty Case: ********
  
  I look forward to Thule’s reply and hope that they continue to stand behind their products and normally excellent support.