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

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

• 

  RealTruck

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

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:08/17/2022

  Type:Customer Service 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 bed extender from Realtruck.com on 6/18/2022. When I finally got around to installing it, I noticed the hardware for the install was missing. So I called them up and asked them to send the hardware. The agent on the phone told me that somebody would reach out to me in 3-5 days. Well, nobody reached out. I sent an email on 7/18/22 asking when my hardware was going to be shipped out. They responded with "the manufacturer is putting a package together and sending it out". The very next day, they closed my support request saying it had been resolved. Fast forward to 8/5/22, I make another phone call asking when my parts will arrive. Again, "the manufacturer is putting together a package". I waited until 8/12/2022 for a response. Nothing. I called back and asked for a refund. They said an email would be coming about the refund and I have yet to receive anything as of today. All I want is my parts or a refund. Not this never ending run around.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for contacting us. We apologize for the issue with your order. Once missing parts have been communicated to us we submit a request directly to the manufacturer who handles the remainder of the issue directly. We are sorry they did not send out the parts as had been communicated. We have assigned your return request to a supervisor in order to expedite the resolution.
  
  
  Consumer Response /* (2000, 7, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I got an email response from RealTruck containing a return label and I will be returning the bed extender for a refund.

• Initial Complaint

  Date:08/16/2022

  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 Tonneau cover from RealTruck on 5/15/2022. I installed it based on the instructions provided by the manufacture. Shortly after using the cover, I noticed it was a poor design and the handles for locking it would come loose. On 6/22/2022 I contacted RealTruck to make them aware that the handles came loose and punctured the cover top. I inquired about what could be done for this. They stated that I would hear back shortly. I didn't hear anything until 7/11/2022, stating that they needed pictures again. I sent them the photos. Almost a month goes by and I didn't hear anything. I finally heard back on 8/3/2022, they stated that they were waiting for hear back from the manufacturer on the claim. Keep in mind, the manufacturer is OWNED by RealTruck's parent company. I have followed up and heard no response.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Thank you for contacting us. We see that we have been working with the manufacturer on your behalf. Unfortunately the photos that were provided are not in a format that is readable by ours or their system. If you can please provide them in a .jpeg file we will be able to expedite this resolution for you.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This was the first time that the business ever indicated that they were not able to view the photos I sent. I am not sure why it took them 2 plus months to indicate that. Also funny that they submitted the response to BBB before I got the email asking for a different format. I immediately sent the photos back in a different format and have yet to get an acknowledgment from them.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  Our records show the photos were received however they are still unable to be viewed. An agent looks to have sent you a direct email within 30 minutes of your reply to use in hopes that the formatting will work. We have reviewed if this was a system issue however we are not seeing any issues with viewing photos sent by other customers at this time.
  
  
  Consumer Response /* (4200, 11, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I sent the photos in the format requested directly to the agent and the ticketing system. This was done within 30 minutes of being provided the agents email address. I have received no response from the agent directly or through the ticketing system.
  
  
  Business Response /* (4000, 15, 2022/08/29) */
  Thank you for the follow up. Per our email on 8/26 we see that the manufacturer requested the full serial number in order to provide a replacement for you. Once we receive this they will be able to complete your request at that time.

• Initial Complaint

  Date:08/15/2022

  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.

  Aug 9 placed order for running boards with Nem M. Total Cost $557.32
  Aug 10, Received email that order had shipped,******* showed Label Created, Est. Aug 13 delivery
  Aug 12,******* still showing label created, RunningBoard Warehouse status is Shipped. Called, had them check******* status, was told "wait till Monday and see what happens". Talked to*******, Label Created means they had not received package.
  Aug 13, Used Chat starting at 15:08, 15:12 explained issue, asked if they were there at 15:18 and 15:21. At 15:22 Was told "I will be with you in a moment". At 15:29 still no response.
  Then called and spoke to Ayden. Didn't know why they hadn't shipped yet. Asked him to cancel order, was told it would be done. Received email from "RealTruck Support" Titled "Your Support Request - Lost Package". I replied to it that I wanted the order cancelled. No response so far.
  Aug 15 - Opened a chat this morning, asking again to have the order cancelled. Now told "we cannot cancel the order until we find out if it shipped. Please allow our tracking team to investigate." Since******* still shows "Label Created", it has not shipped.
  
  I have ordered Running boards from another company. RunningBoard Warehouse did not ship like they said and now they just want to stall. I simply want the order cancelled and my money refunded to my credit card.
  
  My Order Number: *******
  ****** Tracking Number: ************
  I have screen shots of chats if you want.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Thank you for bringing this to our attention. The item you ordered does not ship from Runningboard Warehouse but from the manufacturer directly which is why the order was unable to be cancelled as they have deemed the item as "shipped." ***** did take possession of the item on 8/15 which is currently in transit to you. We will work with the carrier to have the package turned around however this is at the discretion of the carrier. If the item is delivered as expected by the end of the week we will provide a prepaid label in order to have the item sent back. Please do not refuse the package as this will delay the ability to process your refund in an expedited timeline.
  
  
  Consumer Response /* (2000, 8, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It is my understanding that the full amount will be refunded to my CC. I had called this morning to request an RMA. Thank You.

• Initial Complaint

  Date:08/15/2022

  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.

  Purchased from realtruck.com, on the website itself the part details on the product stated it would fit the 2022 Silverado. The parts arrived and did not fit. Initiated return on the 5th of August with customer support. They stated I would received the return instructions. It's been 11 days without any sort of communication. It's impossible to get a hold of someone for returns.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Thank you for contacting us. We apologize for any delay on behalf of the manufacturer. Our records show that they approved the return on 8/16. Your request is expected to be updated by end of day with a prepaid label in order to proceed with your return. Once the item is in transit an agent will be able to complete your refund request.

• Initial Complaint

  Date:08/15/2022

  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.

  Purchased a truck bed cover from RealTruck and it was delivered August 2, 2022. Before taking product out of the box I realized it would not fit my truck as desired. Through the company's website I initiated a Chat session to begin the return process. Chatted with representative Michelle P. She assured me that another representative would contact me in 3-5 days. After three days I was concerned that I'd received no contact so I reached out again through Chat, speaking with Robert J. Was again assured that my return request had been recorded and would be contacted within the original 3-5 day window. When I never received any contact by August 10, 2022 (8 days later), I initiated a second return request through the Returns section of website. I should note that the website clearly states that free returns are eligible within 30 days. Even if the company tries to claim the 30 day window started at time of purchase, and not at time of receipt, I ordered the product on July 28, 2022, so am still within a 30 day return window. I received a return request email on August 10, 2022, requesting clarification on my original order, which was provided to them the next day, August 11, 2022. It has now been another 4 days and I have received no further information, instructions, or a Return Material Authorization (RMA) for my truck bed tonneau cover. I received an odd email on August 12, 2022 about a locking cargo bar, but I have never ordered such an item. I am seeking assistance in forcing Real Truck to abide by their return policy and refund me the purchase price of my truck bed cover once I have shipped the unused product back to them still packaged in it's original shipping. Cost of $571.45, Order ******** placed 07/28/2022.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Thank you for contacting us. We apologize for any delays in response due to high volume at this time. Our records show that you have been provided a prepaid label for your return. Once the item is in transit a representative will be able to work on processing your refund request. Please make sure to use the label provided in order to avoid any further delays.
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was assured that refund would be made as soon as the item was scanned into ***** for return shipment. I used the provided return label and the item was shipped through ***** on Thursday August 18, 2022. It is now four days later and my purchase price has still not been refunded. The package is tracking through *****'s system and is due to arrive August 23, 2022.
  
  
  Business Response /* (4000, 9, 2022/08/22) */
  Our records show that your refund request has already been completed. If it is not currently visible in your account you will need to contact PayPal for further information. We apologize for any unforeseen delays.
  
  
  Consumer Response /* (2000, 11, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/13/2022

  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 accidently ordered 2 od the iboards. I returned one set that I didn't need. They refuse to reimburse me the $290.00. The order number is********
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Thank you for contacting us. We are sorry for any inconvenience with your order experience. Upon review we show that the manufacturer authorized your return and you were provided a prepaid label to send the product back. When your refund was attempted to be processed we were informed of an active dispute on your order by your financial institution or credit card provider which is why your refund has not been processed. Once this has been resolved we will be able to complete your request.

• Initial Complaint

  Date:08/12/2022

  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 placed an order for some seat covers in May, order ******** for some seat covers. Unknown to me at the time, and due to the odd way the seat cover selector works on their product page, I had ordered only the front seat covers, not the full set. I believed I had ordered a full set, as the price was very high ($393). I was confident in buying these covers because a 30 day guarantee is displayed prominently on their product page here: https://realtruck.com/p/ruff-tuff-dura-ez-care-seat-covers/v/ford/f250/2021/
  
  The covers took about 2 months to arrive, and when I received them, I contacted RealTruck to let them know of the issue. They told me they would process my RMA request with the manufacturer. I thought this was odd, as there was no defect, it was simply a matter of ordering the wrong item. I told them I would be willing to purchase replacement covers under a new order, which i did do, order ********.
  
  After another couple months of having to follow up with RT, they told me that my RMA was denied. I advised them that I would like to return the replacement order, which they also denied. They told me that the seat covers are not returnable, which is not clearly apparent on their product page.
  
  I feel i was completely taken by this retailer, and I am hoping the BBB can help me.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Thank you for bringing this to our attention. We apologize for any issues with you order however both products are listed as non-returnable on our site in the product information. We do offer free 30 day returns on items that are return eligible with exclusions are located on our returns page.

• Initial Complaint

  Date:08/09/2022

  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 July 11, 2022 I placed order ******** - and later that same afternoon requested a cancellation of the order. The order was delivered and I immediately attempted to get return instructions from realtruck. My support request was cancelled with no explanation and I had to reopen it. I have since contacted RealTruck twice. It has now been a month and I still have not received instructions for returning the item. I want a refund. I have contacted support at RealTruck multiple times.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Thank you for bringing this to our attention. Our records show that wea re currently awaiting the return authorization from the manufacturer who shipped the item directly to you. Your request has been escalated to a supervisor at this time to confirm the status with the manufacturer on your request and reach out to you within 2 business days.

• Initial Complaint

  Date:08/09/2022

  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.

  Ordered from them 7/27/22 and cancelled within 24 hours. Received email stating it was cancelled however refund has not been issued. Item was also never received and they have taken my payment with no refund issued still. Refund has been requested but They continue to give excuses. Read many reviews after placing order and all have the same issue stating they never have received refund as well.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/13) */
  Thank you for contacting us. Unfortunately we do not show a record of any orders within our system under your name, email, or phone number. If you can provide the order number and email address associated we are more than happy to research your request and provide a response.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The order was placed by my fiancé with my credit card due to it being a gift. Email address used during purchase is
  ******************
  Order name ****************
  
  
  Business Response /* (4000, 11, 2022/08/18) */
  We apologize for any issue with your order. The manufacturer confirmed that the reason the item was "cancelled" was that the ship method for the size of your item was not supported and marked shipped in error. They are in the processing of providing the credit at this time and you should have an update on your refund within 2 business days.
  
  
  Consumer Response /* (2000, 13, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/03/2022

  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.

  Asked Real Truck to cancle a order that i placed and refund my money . Real Truck stated that they would give me a update on my refund within 3-5 business days and 2 weeks later i havent heard from anyone and still didnt reveive my money back
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Thank you for bringing this to our attention. Our records show that your cancellation request was received on 7/26 and confirmed by the vendor within 5 business days. You were refunded in full as of 8/4 and a confirmation email was sent to your email address attached to your original order. Based on your payment method you should see this in your account as of that date.