Complaints

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• Initial Complaint

  Date:11/27/2024

  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.

  This truck cap was originally purchased from LTA Mfg. - Ranch brand in 2021 via their dealer ****** in Erie, PA. The first cap they sent was so poorly constructed (fit) that ******* couldn't even install it... the next cap they sent never fit properly, the back window wouldn't shut properly, and it leaked. I took it back to the dealer several times but they could never properly resolve the issues with LTA's help.
  This past fall (12/23) ******* finally removed the cap to send back to LTA to be "refurbished" after I agreed to pay $269.80 towards the window replacement. I wasn't happy about it but I just wanted a cap that fit, didn't leak, and had a rear window that closed properly. LTA didn't even ship the cap to their facility until months later and ******* didn't get it back until 4/24. ******* tested it and and the center window leaked, so they replace it before installing the "refurbished" cap. The windows didn't leak at first and the rear window closed OK. I figured if it didn't leak this is probably the best I'm going to get.... now 6 months later all (3) windows are leaking in the same places, the rear window is not closing properly, etc.
  I had ******* (dealer) contact LTA and say "enough is enough, this is beyond ridiculous, you need to replace this cap". They recommended cleaning the windows and adding a couple mounting clamps, which won't fix these problems, and are refusing to do anything let alone replace the cap.
  I simply want what I paid for, a truck cap that fits and functions properly. LTA's dealer agrees.

  Business Response

  Date: 12/06/2024

  Dear BBB Midwest Plains,
  
  Below is a detailed response addressing the issues raised by
  the customer, along with background information and clarification regarding the
  unit in question:
  The customer is correct that the unit was purchased from
  ******* ******* *****, a licensed dealer of our products as LTA Manufacturing.  Our products carry a one-year warranty for
  parts.
  Customer’s
  Claim: Poor Construction of First Unit
  The customer claims the first unit was poorly constructed.  However,
  the original unit was built correctly but ordered for a new body style
  truck.  The customer’s vehicle was a classic body style, meaning the
  incorrect unit was ordered.  LTA Manufacturing worked with ******* ******* ***** and agreed to exchange the incorrectly ordered unit with a
  new build to fit customer’s vehicle at no additional cost to either the
  customer or the dealership.  LTA absorbed all associated costs to
  ensure the matter was resolved amicably.
  Customer’s
  Claims:  Side Windows Leaked and Back
  Door Wouldn’t Shut Properly and Leaked
  The first report of leaking parts occurred in November 2023, when the unit
  was two years old, which is outside of the warranty period.  We
  believe this issue is attributed to installation and/or lack of normal
  maintenance that is required to continue proper function.
  In an attempt to satisfy the
  customer’s concerns even though warranty coverage had expired, LTA retrieved
  the unit from ******* Trailer Sales, replaced the side windows and returned it to
  the dealer.  LTA covered all
  transportation and labor charges.  *******
  Trailer Sales only charged the customer their cost for the parts and did not
  charge for uninstalling or reinstalling the unit.
  New
  Window Installation and Recent Issues
  The replacement windows functioned without issue for six months.  In
  November 2024, the customer reported new issues.  Upon review of the
  submitted photos, LTA determined that dirt and debris had accumulated in
  the window tracks, impairing functionality. Cleaning the tracks would
  resolve the issue.  The customer also reported fitment concerns, but
  these would stem from the reinstallation by ******* ******* *****, as no
  work performed on the unit would have affected its fitment. 
  The following pictures show the
  unit properly installed by the ******* Trailer Sales from November 2023 and the
  improper installation from November 2024. 
  They also show the excessive dirt and debris built up in the window
  tracks.
  
  Proposed Solutions and Current Status
  The customer and dealer have been provided with the following solutions,
  including:
  Cleaning the window tracks to remove dirt and
  debris.
  Adjusting the unit's position on the truck bed to
  ensure proper alignment.
  Installing two additional clamps to meet
  installation recommendations.
  Adjusting the rear door’s D-rings as outlined in
  the guide provided.
  
  Final
  Communication
  The last communication with ******* ******* ***** and the customer was on
  November 26, 2024, when the above solutions were shared.  On December
  4, 2024, the customer responded directly to LTA, stating they disagreed
  with the proposed solutions.  It is important to note that none of
  the recommended solutions were attempted, and the unit remains outside the
  warranty period for parts. 
  LTA has made multiple attempts in
  good faith to satisfy the customer’s concerns at significant cost to LTA.  We encourage the customer to implement the
  recommended solutions to address the reported concerns.
  
  Should you have any further questions or require additional
  information, please feel free to reach out.
  

  Customer Answer

  Date: 12/14/2024

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

  (1) LTA/Ranch's assertion the original cap was ordered incorrectly is between them and their dealer *******.  I was led to believe by ******* it had to be returned due to poor construction.  ******* was given the make/model/year of my truck along with the VIN #, which they verified in person.  So if this was an "ordering issue", considering the information they had, Ranch/LTA or ******* really dropped the ball.  All I know is I had to wait an additional 6 weeks for my cap to arrive.

  (2) The first report of the back window/door not shutting properly and leaking WAS NOT in 2023.  I went to ******* in the spring of 2022, well before the 1-year warranty had expired, to have them deal with the faulty rear window/door.  At this time I couldn't tell if the leaks were due to the rear door/window not closing/sealing or it was also leaking windows.  ******* took several photos and contacted LTA/Ranch on how to fix.  They "fixed" the rear window/door after consulting with LTA/jRanch.  Although the rear window/door did close better and seal for a short time, I eventually had problems closing it withing 6-8 months.  I tolerated it over the winter/spring of 22/23 and eventually went back to ******* in fall of 2023 when I realized all three windows, in addition to the rear window/door not closing properly, were also leaking.   

  (3) When LTA/Ranch agreed to replace the (3) windows and fix the rear window/door in fall of 2023, it took them 4 months.  4 winter months I went without a cap.  As previously stated, when ******* received the "refurbished cap" they tested the windows before installing and found the center/forward (new) window installed at LTA/Ranch leaked and had to be replaced.  The rear window/door still did not fit correctly, but since it closed and didn't leak (at first) I agreed to give it a try.  

  (4) When LTA/Ranch responded to ******* November 2024 email regarding all (3) windows leaking again and the rear window/door not closing and sealing properly their response was that the (2) rear windows had debris in the tracks and should be cleaned to function/seal properly.  This assessment is absolutely true, and would have been a great solution it that's where the leak(s) were coming from... the leaks are coming from the same place they were on the original windows, the seal between the cap and the window.  The front rear window on the cap does not have tracks/screens/sliding windows and it is also leaking from the same cap/seal interface.  LTA/Ranch does not even address this window leaking issue in their response.  LTA/Ranch also suggests their window track cleaning solution was never attempted.  This is also false.  I will happily send a photo of the side window tracks cleaned as instructed.  

  (5) As for the "properly installed cap from November 2023" and the "improperly installed cap from November 2024" it is important to note: (a) if the cap was properly installed in November of 2023 why was it being removed, sent back to Ranch/LTA for a full window replacement and rear window/door re-alignment? (b) if it was installed incorrectly by ******* as LTA/Ranch claims regarding the November 2024 photos don't you think they's address this directly with their dealer? 

  (6) LTA/Ranch Proposed Solutions: (a) cleaning side sliding window tracks - completed.  As stated earlier this is not what is causing the leaks.  (b) adjusting the cap's position on the truck to ensure proper alignment - maybe, but this was tried before and I don't think it's possible.  LTA/Ranch has tried to have ******* adjust the rear window/door several times now (due to improper cap fit) and been unsuccessful.  I have looked an numerous other ranch truck cap installations (and several of their competitors) and it is obvious this cap doesn't fit properly.  Should ******* have added another clamp in between the 2 right/left clamps, YES.  Is this causing the 3 windows to leak and the rear window/door to have closure problems, I don't think so.  (c) adjusting the rear window/door D-rings as outlined in the guide provided - this hasn't worked the last 2 times and I have no reason to believe it will this time.  I believe it will work for a short time, like it did in the past, but not long-term.  Even when it was working short-term, it was obvious the fit was way off..

  If LTA/Ranch truly believe having ******* re-adjust the cap to fit properly, including adding the extra clamps and adjusting the rear window/door d-rings (again) per their guide, will resolve these issues then let's proceed. 

  Keep in mind, I expect the cap to fit and function (no leaks and rear window/door closing properly) just like the ones featured in the photos on your official website and facebook page.  Which it has not since day 1.

  Let me know how you'd like to proceed.

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

  Business Response

  Date: 01/03/2025

  *** *******

  
  Thank you for your understanding.  We have contacted ******* ******* *****, the
  dealership that you purchased through and who performed the installation, to
  inform them that you would be contacting them to schedule an appointment to
  have the cover serviced.

  ******* will re-align the cap to the truck bed and add
  additional clamps as needed and adjust the rear door latching mechanism for
  easier operation and proper seal.  Please note that due to road vibrations
  and varying driving conditions, occasional adjustments may be required over
  time to maintain the cap’s optimal fit. 

  
  Regarding your concerns about water intrusion into your
  truck bed, ******* will inspect the door and windows to ensure they are functioning
  properly and free of any debris that could cause drainage issues.  The glass components used in truck covers are
  designed with a water management drainage system that allows water that bypasses
  seals to drain out weep holes in the exterior frame.  If subjected to large volumes of water or high-pressure
  washes, the drainage system can overflow, allowing water into the truck bed.  Keep in mind that truck covers are not waterproof,
  and we make no guarantee or state that they are, nor cover water
  intrusion. 
  

  To proceed, we kindly ask that you contact ******* to
  schedule an appointment for the adjustments.  You can reach them at
  814-899-6636 to arrange a convenient time and date.
  If you have any further questions, please let us know.
  
  Best regards