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:05/12/2025

  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.

  business made false advertisement by providing a delivery date of: May 12, 2025. This is the reason I made the purchase as I had installation appointment made for today, May 12, 2025. Now installation of led headlights, grille fog lights, and other will be delayed by installation store by a week or two.

  Business Response

  Date: 05/13/2025

  Thank you for the feedback.  We apologize for any confusion regarding your order.  Our website does not list estimated delivery dates for freight items including those not shipping directly from RealTruck.  In the provided screenshot where it says "expected today" that information is not provided by RealTruck as once an item ships we do not send delivery updates.  At this time the order management team has reached out to ***** for an update as to when your item is expected to ship.

• Initial Complaint

  Date:05/09/2025

  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.

  Purchased a Gator EFX Hard Fold Tonneau Cover for my truck bed on April 23 with a ready ship status of shipping next day. Ive yet to receive any information on shipping and since it was supposed to be shipped the next day, after 2 weeks of my status showing pending shipment Ive contacted the company to inquire the shipping status. Spoke to 2 customer service **** and a shipping *** to hear all say they will look into it and contact me back; yet, no ***ly or contact has been made aside from emails recapping the conversation and inquiry. Ive now cancelled my order but order status has only changed to pending cancellation rather than cancelled and account has no pending refund in place. I have not received the item I paid over $600 for, customer service has been less than helpful, and now I cant even cancel my order, rather my cancellation has to be approved?

  Business Response

  Date: 05/12/2025

  We apologize for any issue with your recent order experience.  Per our review it appears your order was sent to our manufacturing division to fulfill rather than our distribution center.  We are looking into what caused this issue and delayed the fulfillment of your order.  Per your support request we show that we have refunded your order in full at this time. 

  Customer Answer

  Date: 05/12/2025

   
  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. I have checked my payment account and there is now a pending reimbursement. Thank you for your assistance in this matter.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/09/2025

  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 Retrax EQ Retractable Tonneau Cover.I started having problems with cover not closing so I contacted Real Truck about my problem and they sent me a link too add a picture of the cover not closing and the serial number,I found serial number and with that link it didn't have a option too add a picture that I could use, but sending a picture would not do me any good because they advertised a 5 year warranty and I assumed they would repair the $2851 cover but the 5 year warranty doesn't cover labor charge, but they don't tell that until you have a problem so the 5 year warranty to me is misleading and the guy who I paid $375 to install the cover didn't want to help me so I had to pay another installer $205 to repair the problem so I wouldn't recommend nobody to purchase directly from Real Truck because they advertise a warranty that they won't honor and if you're really want a Retrax cover do your research on that dealer's reputation,because the installer I paid to fix my cover said it wasn't installed correctly.I hope this complaint stops someone from experiencing what I went through because when you spend almost $3000 for a cover you shouldn't have go in your pocket to repair someone else mistake and finally the installer who repaired the cover told me if I had purchased the cover from him he would have not charged me so buyers beware of Real Truck,I can see why they are not a BBB accredited company. They are shady and dishonest

  Business Response

  Date: 05/12/2025

  Thank you for your feedback and we are sorry you had any issue with your Retrax product. Warranty typically only covers product defects within the coverage timeline but excludes any sort of installation/labor charges.  This is noted on our website for transparency. 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23311497
  
  I am rejecting this response because: The warranty wasn't explained to me when I made the purchase
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/22/2025

  As previously stated the following is listed on our site under warranty claims:
  
  **Please note Installation and labor costs, shipping charges, cost incurred due to down time of vehicle, normal wear and tear, incidental or consequential damages, acts of God, water damage, and other weather-related impacts are not covered under warranty. Most warranty terms will be repair/replace.

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23311497
  
  I am rejecting this response because: I was misled by salesperson about the warranty
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/05/2025

  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 March 18, 2025, I ordered a Bug Deflector and window visors from RealTruck. I received the visors on 03/22/2025. I did not receive the bug deflector until 04/26/25. However, the bug deflector was broken. I had to file a complaint with Extend (the warranty I purchased) when I discovered the product was broken. I received the new bug deflector on 05/02/2025. I ordered the new bug deflector from Amazon not RealTruck. On 05/02/25, I had the parts put on my car. When I opened the window visors, they were a poor product. They were hideous. Today, I tried to return and purchase new visors from RealTruck. They are stating I am outside the 30 day return window. However, it took over a month and a half to receive the first bug deflector. I would have opened the parts if I would have received my order sooner. The window visors were $89.99. I think it is ridiculous that I must lose money because they failed to ship my complete order in a timely fashion.

  Business Response

  Date: 05/05/2025

  Thank you for the feedback.  Per the notes in your support case the item received on 4/26, as long as it has not been installed, would be eligible for returns based on the date the order was received for either a refund or different product option. We do see this item is the one you noted as being damaged and repurchased through ******. As for the item which arrived in March and is outside of our return window we can allow a one time exception to return if the item is a new/unused condition. 

• Initial Complaint

  Date:04/29/2025

  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.

  I ordered a tonneau cover from RealTruck.com and when I received it, it was damaged. I have tried numerous methods to simply engage the company in order to find out how to replace this damaged item. Heres what I have tried:1.Called their customer service number and was told that I had two choices: wait on hold for 4.5 hours or receive a call back. I chose the call back option and 36 hours later have not received a call back.2.I replied to my received email (it said that it would be monitored) and have not received a response to that email 3.I called the customer service number again and was told that my hold time was 30 minutes and again I opted for a call back..2 hours later and I have not been called back.4.I filled out their return form online and it said that I would receive an email with return instructions. It has been 24 hours and I have not received an email.5.I called their corporate number and was simply dumped into the same call back h*** as their customer service line..no one picks up.

  Business Response

  Date: 04/29/2025

  Thank you for reaching out. We are sorry to hear your order arrived damaged.  Per our records we show you initially contacted us on 4/28 with response times currently at 3-5 business days.  We show you also called and spoke to an agent on 4/29 around noon and have already had a replacement and return labels submitted on your behalf.  If you have any additional questions please respond to the emails in your case and your agent will be happy to provide updates per your request. 

• Initial Complaint

  Date:03/25/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 tonneau cover due to it advertising a $150 rebate. I selected to receive the rebate via virtual card to speed up the process and make sure I receive the card. I submitted the rebate form on 11/5/2024. It states clearly on the rebate form "Your Virtual Mastercard will be paid to your Email address provided and received within four to six weeks from the approval date.". My rebate was approved 11/21/2024. I should have received the virtual rebate by 1/2/25 at the latest (6 weeks from approval). It has now been almost 18 weeks from approval and I have yet to receive it. I feel like I was bait and switched as I only purchased this exact product for the rebate. False advertising!

  Business Response

  Date: 03/27/2025

  We apologize for any inconvenience.  We have reached out to the rebate incentive company that handles our rebates for further feedback and an update on your virtual card.  Once they respond we will be able to provide additional context.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23112962
  
  I am rejecting this response because: I have been hearing this same excuse literally for months now and nothing has changed. I don't understand how hard it is to issue a virtual gift card on a claim that's been audited and approved for 18 weeks now. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/21/2025

  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.

  I purchased RNL-448E-XT - *********** E-Series XT Tonneau Cover on 8/4/2024 because of the rebate offered for REALTRUCK *********** CARGO MANAGER. I was approved for the rebate on 10/23/2024 - and the rebate states the item would be delivered in 14 weeks. As of writing this - more than 20 weeks have passed - and multiple calls to their rebate department and customer service. This company falsely advertised this rebate - has not met the delivery date and continues to make not commitment to when or if they will fulfill the rebate.

  Business Response

  Date: 04/14/2025

  We apologize for any inconvenience with your rebate submission.  We are currently working with the rebate incentives company and the manufacturing division for your product to understand the current delay and rectify the situation for you.  Our order management team will continue to update you on the process through your open support case. 

  Customer Answer

  Date: 04/24/2025

  I need this complaint reopened as this issue still has no resolution

• Initial Complaint

  Date:03/19/2025

  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 rain guards for vehicle windows on 2024 ******* Santa Fe, order ******* on 25 February 2025. The wrong part was sent. The part number on the order in the email is correct, but the physical part that arrived is wrong. After multiple email attempts to resolve, communication on RealTrucks end has stopped. Email communication dates:8 March 2025 9 March 2025 11 March 2025 12 March 2025 14 March 2025 I just want my money back.

  Business Response

  Date: 03/27/2025

  Thank you for the feedback.  Per our records this has been refunded to you as of March 21.

  Customer Answer

  Date: 03/27/2025

   
  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:03/07/2025

  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.

  I purchased RetraxPRO XR - T-80861 on October 4th, 2024 because of the rebate offered for Go Rhino XRS cross bars. I was approved for the rebate on October 25th - and the rebate states these cross bars would be delivered in ***** weeks. As of writing this - more than 19 weeks have passed - and multiple calls to their rebate department and customer service. This company falsely advertised this rebate - has not met the delivery date and continues to make not commitment to when or if they will fulfill the rebate.

  Business Response

  Date: 03/10/2025

  The following reploy was submitted through our ***************** in regards to the complaint under number 23033879 

   

  Thanks for your continued patience.  Due to the concern with rebate fulfillment through Go Rhino backorder, we would be willing to offer the following as a comparable solution.  The Retrax tonneau cover can still be kept from the initial purchase.  But, Go Rhino - RealTruck would be willing to offer a gift card in the amount of $435.00 (for the value of the rebate product for Go Rhino Cross Bars) in replacement of the rebate product. 
  
  Is this an option the customer wants to proceed?  Please advise, and we will move forward immediately following.  We look forward to your response!  

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the $435 gift card in place of the original rebate product. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/05/2025

  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.

  this company is running a scam. they advertise a rebate for a product j bought nd never honored it. i reached out them them via email and phone calls for 10 months and was told over and over the ***** is in the mail. i am foling a lawsuit in smalls claims court this week for deceptive practices + pain am dsuffering

  Business Response

  Date: 03/10/2025

  Thank you for contacting us.  We apologize for any issue you may have experienced.  Per our records you should have received the below information on 2/27 regarding the rebate:

   

  Great news! The rebate company confirmed that your rebate card was actually processed and shipped out on Friday 2/21 and you should be receiving this soon.
  This is shipped **** so keep an eye out in you regular mail as this will com from *** rebates.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23025575
  
  I am rejecting this response because:
  they are liars. i never received anything. its been over 3 weeks since this was supposedly mail. and almost one year since i was promised.  

  i never experienced anything in my life like this.  total disregard for honest and integrity.  i will sue if they dont show me proof it was sent.  

  which they havent.  the Check is in the mail. are you kidding me?? ***. you have the worst reviews ive ever seen online. horrifying to say the least. 
  Sincerely,
  
  **** S

  Business Response

  Date: 03/13/2025

  Per ABC rebates this was mailed on out 2/21.  As these are shipped **** we do not have any tracking provided from the rebate company to provide.

  As for the warranty we do not see any warranty requests for ******. However,  while investigating the rebate inquiry, we do see you mentioned an issue during an email to our ************ division. We have opened a dedicated warranty request with ****** who will be reaching out to you regarding next steps. 

  Customer Answer

  Date: 03/15/2025

  
  Complaint: 23025575
  
  I am rejecting this response because:

  I STILL HAVENT RECEIVED ANYTHING. IVE NEVER HAD MAIL GET LOST

  AND TO USE THE CHECK IS IN THE MAIL EXCUSE IF ABHORRENT.

  ABC REBATES DOES NOT EXIST!  YOU ARE LYING. WHY HAVENT YOU  GIVE ME THEIR NUMBER IF THIS TRUE??  IVE RESEARCHED THEM. ITS A MADE UP COMPANY.   

  HERE I AM TELLING YOU I NEVER RECEIVED ANYTHING AND INSTEAD OF FOLLOWING UP YOU CONTINUE TO TRY AND DECEIVE ME.  

  BBB AND GOD IS MY WITNESS - I FOR SURE WILL SUE YOU AND WILL PRESENT THE JUDGE WITH EVEN MORE PROOF OF YOUR DECEPTIVE PRACTICES.
  

  AND THE ***** LINERS YOU OLD ME IS DEFECTIVE. THEY ARE FALLING APART.  I WILL SUE YOU FOR THE TOTAL COST OF THE CHEAPLY MADE LINERS.

  BBB,  ORIGINALLY THEY TOLD ME I WOULD GET A STORE CREDIT REBATE, NOW IT SWITCHED TO A PHANTOMCHECK IN THE MAIL.

  THIS COMPANY IS NARROW MINDED. AND I WILL NEVER DO BUSINESS WITH THEM AGAIN.  ALSO, I  SEE ONLINE THERI OTHER BAD REVIEWS ARE EXACTLY THE SAME AS QWHAT I AM EXPERIENCING.  I SMELL A CLASS ACTION LAWSIUT.  NOW I WIL SEEK OUT A CLASS ACTION LWFIRM TO DISCUSS THIS TERRIBLE TREATMENT I AM RECEIVING.

  Sincerely,
  
  **** S

  Business Response

  Date: 04/08/2025

  Per our records we show we provided both the email and the phone number to the rebate incentive company who handles all of our rebate review and approvals along with the email address to the website at ************************************************; Our team is still working with them for any additional clarification they can provide beyond the rebate being mailed **** in mid-March.