Complaints

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

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  RealTruck

  4205 SW 38th Ct Ste 102 Ocala, FL 34474-9293

• 

  RealTruck

  1307 12th Ave NE Ste 1 Jamestown, ND 58401-2864

• 

  RealTruck

  4414 SW College Rd Unit 1410 Ocala, FL 34474-2700

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:07/10/2025

  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.

  On 6-23-25 I purchased a mx 4 backflip truck bed cover from the site. I paid for the item on the same day. The item was never sent. I called to resolve the issue and the phone says more than 2.5 hrs wait on multiple occasions. I also chatted with someone by the name of ****** F who acknowledged the item was never sent. I have screen shots of that conversation. He opened a case review. I received an email today saying the case was closed but no information on resolution. At this point I just want my money back. This site has been a nightmare to deal with. I am also going to dispute the charge to my credit card.

  Business Response

  Date: 07/11/2025

  Thank you for reaching out.  We still show your case open in our system.  Your order did not ship as originally expected from one of our warehouses due to an issue with the product once pulled from the shelves.  Your order was transferred to another location earlier this week for shipping within the next 2-3 days.

  Customer Answer

  Date: 07/11/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/07/2025

  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.

  They REFUSE to refund my payment in full

  Business Response

  Date: 07/07/2025

  Your refund for $86.86 has already been processed in full per your request.

• Initial Complaint

  Date:07/04/2025

  Type:Delivery 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 6/6/25, I ordered Husky Liners ************ Mud Guards for my fathers 2024 Tahoe. I also purchased an extended warranty along with extended shipping protection for a total of $142.69. This was a gift for my fathers birthday. When ordering online, the date of delivery was 6/17/25. As of this date, I have not received my order. I have called and / or emailed the company 4 separate times. Three of those complaints were automatically resolved in their system, but the only feedback I received was an email stating that my order would be shipped out by 6/26/25. They never told my why the order was delayed. According to their website, my order was still pending fulfillment on the evening of 6/26/25, so I called a fourth time at 7:15 pm EST. The representative mentioned that sometimes the manufacturer has a hard time getting materials to make the parts. She said that she was going to email the corporate office to request a discount since there had been such a delay with this order. I told her that I appreciated that but all I really wanted was my order. As of today, 7/4/25, I have not received a follow up email or phone call from my last inquiry. I paid for this order with a credit card the day that I ordered. Since then, I have paid the credit card bill in full (to avoid interest) and still have not received my order nor a follow up communication regarding the status of my order. I understand there can be unforeseen delays with online orders. I also believe that I have been patient for long enough. This company has not made a single effort to resolve this issue and only provides lip service when I call instead of making an effort to supply the merchandise that was paid for on 6/6/25. I considered cancelling the order but based on my experience so far, I expect that requesting a refund will be a hassle as well. Besides, my Dad really wanted this item for his birthday and I believe that companies should stand behind and deliver what they advertise! Thank you!

  Business Response

  Date: 07/07/2025

  We apologize for any issues with your order.  You should have received a reply stating " Due to a production issue per ***** the current stock has been put on hold and a replenishment is expected in 2-4 weeks. Please let us know how you would like to proceed. We apologize for any inconvenience." 

  Customer Answer

  Date: 07/17/2025

  After I filed a this complaint, the company sent me another email on 7/7/25, stating 
  Due to a production issue per ***** the current stock has been put on hold and a replenishment is expected in 2-4 weeks. Please let us know how you would like to proceed. We apologize for any inconvenience.

  I responded to their email and asked to keep this issue open until my order is delivered. I have not heard from them since. If I have not received my order by 8/7/25, I will file another complaint. 

• Initial Complaint

  Date:06/30/2025

  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 Tonneau Cover for a 2024 Ram 2500, along with Window Visors and a Seal Kit. I have received th Visors and Seal kit but the Tonneau cover still has not shipped. The website stated it would be delivered by 6-18-25. I called on 6-19-25 to get the status because per the website ordering status it still has not shipped. I spoke with a ******* he was supposed to contact the warehouse that the item would be shipped from and contact me back within 48 hours. Then 4 days later after no response I contacted **************** again. Spoke with a different agent and was told again that they would contact me within 24 hours. No response. I went through the order status section and requested a cancellation and now a week later my credit card has not been credited and I have not received any response from the company.

  Business Response

  Date: 07/01/2025

  We apologize for any issue with your recent order experience. Upon review we see that your order was cancelled by our warehouse due to lack of inventory.  The balance of your order has been refunded at this time. 

  Customer Answer

  Date: 07/01/2025

  I received an email from them that they are refunding the amount to my credit card but it can take up to 10 business days. I would like to keep this open until I can confirm that I have received my funds back. Thank you. 

   

• Initial Complaint

  Date:06/19/2025

  Type:Delivery 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.

  Ordered UnderCover SE UC8016 on 4/18/25. I have been told my cover will ship on 5/12, 5/23, 5/26, 5/30, & 6/6. Finally got a tracking number on 6/13/25. When I check on the tracking number it says " "No Tracking Info found for Ref# *********". When I contacted the company they said ""I can chalk this up to invoiced in error and/or lost. Would you like and *** credit or for us to submit a warranty reship order? 1 week leadtime." This is one of the worst experience I have ever had with a company. They need to change leadership in this company.

  Business Response

  Date: 06/20/2025

  Thank you for reaching out to us. Upon review this is not something that was ordered through our company but rather a 3rd party.  You would need to contact Tonneaucovered.com to review what the issue may be regarding your shipment.  We apologize for any inconvenience. 

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23494456
  
  
  
  I am rejecting this response because:
  
  I have been communicating with your company since I contacted you on 6/7/25.  Your company was aware of the problem and kept tell me you were waiting on a reply from your shipping dept.  Tonneaucovered.com is not responsible for shipping my order.  You are responsible.  I have been in contact with Tonneaucovered.com and they say you are the reason my ordered hasn't shipped.  I did receive a tracking number but it never shipped.  Your company told Tonneaucovered.com "I can chalk this up to invoiced in error and/or lost. Would you like and RMA credit or for us to submit a warranty reship order? 1 week leadtime."  So you are responsible for this long delay in my order, not TonneauCovered.com  I just want my ordered shipped ASAP.  It was ordered on 4/18/25.
  
  
  Sincerely,
  
  
  
  John Colglazier

  Business Response

  Date: 06/23/2025

  Thank you for the additional feedback.  This division that you have reached with this complaint is only related to RealTruck.com orders so we are unable to provide any additional information which is why we have referred you back to TonneauCovered.com.  They have their own process related to their order support inquiries as a business partner. 

• Initial Complaint

  Date:06/13/2025

  Type:Delivery 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.

  Order was placed on 5-28-25, this order was a combination order, back rack headache rack plus bracket kit due to i have a tonneau bakflip bed cover on my ****** tundra, i received the bracket kit but never received the headache rack, i have spoke to customer service multiple times and they keep assuring me they would find out why the headache did not ship, with no results on getting a tracking number for the headache rack, i went to there site and tried to do a return for the bracket kit and cancel my order and being a combination order headache rack and bracket kit, it showed on there site that the headache was delivered, it has not been delivered, and customer service even knows it hasnt been delivered and they keep telling me they will check on this , they are giving me the run around and are scamming me and my $584.30 , please help with this matter, this company is not good and something needs to be done about, please help

  Business Response

  Date: 06/23/2025

  We apologize for any inconvenience.  As the bracket and headache rack usually ship as a grouped item this caused the issue where it showed delivered on your account status page.  We show that your return is in progress and our support team will be reaching out directly through the email associated with the case providing updates regarding the refund. 

  Customer Answer

  Date: 06/23/2025

  I will accept RealTruck response to my complaint only after a full refund is credited back to my credit card , this company was problematic to deal with, too add my credit card told me they tried charging my credit card 6 times after my payment went through, customer service has issues, others that i have spoke to are experiencing the same issues.

• Initial Complaint

  Date:06/09/2025

  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.

  The item was ordered, and I was told it was in stock and a rapid ship item, which should have shipped that day. After unanswered emails and chat requests, it is time for me to move on from this company. See the attachments of the chats and the paid invoice.

  Business Response

  Date: 06/10/2025

  Thank you for reaching out to us.  We are sorry to hear about your order experience.  Per our records it shows that your order did not go to our warehouse but rather to Pace Edwards directly for fulfillment.  This can take ***** days to fulfill from them.  It appears that the cover listed as being in our warehouse that the sales *** had used as reference had an issue with the second box for your order which contains the rails which is why the item went to the manufacturer.  Based on your cancellation request from June 9th we will submit this to **** *******.  Once they confirm the item is cancelled our accounting team will be able to process a refund back to your original form of payment.  All of this will be communicated to you through your open support case. 

  Customer Answer

  Date: 06/16/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/30/2025

  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 ordered a sunroof guard I ordered the wrong size Id like to return it. I ordered double rain guards by mistake want to return one and I also ordered a bug guard for my hood and it didnt get delivered.

  Business Response

  Date: 06/02/2025

  We show all of these requests were submitted on 5/30 and are being worked by our support team at this time. As this is only the second business today post submission please note that returns and other inquiries can take ***** business days to process depending on if the item has shipped directly from RealTruck or a 3rd party. . 

• Initial Complaint

  Date:05/29/2025

  Type:Delivery 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.

  Ordered truxport 8 foot soft roll up tonneau cover from realtruck.com on Monday 5/26/25 for $360.39. Qualified for rapid ship delivery and free delivery. Received an email saying the order was being processed. Was given no order number. Credit card was charged for the full amount on Tues 5/27/25, per my phone call with ***** Tues, still no update or order number. Called the company twice, Wed and Thursday of this past week, no answer. On hold for over half an hour.. Went to website on Wed 5/28/25 to live chat. Asked someone in sales what is going on with my order? Over chat he says, "I will get someone from customer service." I waited on live chat, and nobody showed up. When I said, "hello, anyone there?" the sales *** never responded either. I have been charged for my product, have not gotten any email with an order number, so I cannot check status of the order, and the product HAS NEVER SHOWED UP. Nobody answers the phone and nobody answers live chat. What is going on? I want them to contact me via email, so we can get this situation fixed!

  Business Response

  Date: 06/13/2025

  Thank you for reaching out.  We are sorry about your experience with your order. We do not show that any customer service request was opened to review your open order.  Typically when chat is busy and no one is available it allows you to wait or create a support case through our bot in order to have someone follow up. In this case we do show the order was shipped and delivered on 6/5. 

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I did finally get my truck cap, but why don't you people answer the phone? I was on hold for hours, and never got an order number in my email, so I could not check the status of the order. I was stuck in processing.

  I reached out to chat with you on the Realtruck website.  I spoke with sales, who sent me over to customer service, who never chatted with me.. dead air.

  Finally got the cap, without any communication on the business' part.

  Your service was subpar to say the least. Communication is key in business.  I suggest Realtruck takes a class.
  
  **** *****

• Initial Complaint

  Date:05/27/2025

  Type:Order 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 ordered a truck bed cover on 5/7 with the item being listed as in stock and rapid ship the next day. After one week with no order update I called and chatted online with several customer service **** and was told we are looking into it with no information provided. After calling serval times and them giving me the runaround for 10 days I ask them to cancel the order. I was told it needs to go to the cancellation **** and they will be reaching out to me within 10 days. Its now 5/27 and my order is still pending cancellation with no updates, responses to emails, or any way to call and talk to someone. Last time I called the recording said approximately 4hr wait time. They charged me $989.86 and for an item they never shipped and will not refund my money. *** never had this type of experience with any company. Regardless of any shipping delays and them advertising something that is not true, there is absolutely no reason why it should take this much effort and time to get a refund. This is just plain terrible customer service.

  Business Response

  Date: 06/02/2025

  We apologize for any issues with your order.  Due to an inventory error this product was out of stock when the warehouse went to process the order.  Per our records we show you were refunded in full as of June 2.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23385029
  
  I am rejecting this response because:

  I'm not sure why the vendor is saying they issued a credit, as of 6:00pm CST there is still no credit issued, not even a "pending" credit  showing on my credit card balance.  Real Truck continues to make up lies about the process with them now stating that the item was not available in the warehouse when they went to ship it, despite me calling and emailing with customer service the week after it was supposed to ship the next day, each time them telling me " its in stock and is shipping soon".   Now going on almost a month later I still don't have a my money refunded and they are stating they issued the credit in full.  Please show me where the money was refunded to because it wasn't back to me and there is no record of it on my credit card account. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/17/2025

  Your refund was processed back to your original form of payment on 5/28 but denied to an open dispute.  On 6/2 your dispute was accepted to expedite the process.  If your funds are not showing you would need to work directly with your bank or credit card company as to why this is not visible on your account.