Complaints

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:12/07/2022

  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 am disputing an online purchase from Outlaw Offroad in the amount of $5647.64 made on
  9/9/22 @ 11:14 am EDT (See document “receipt-#*********”). This was made in accordance
  with their practice of obtaining the parts before work is completed. The $5647.64 was strictly for
  purchase of vehicle parts per the term with Outlaw Offroad. A detailed estimated invoice was
  confirmed by me on 9/9/2022 @ 11:12 am for the amount of $8,798.45 (see Document “Outlaw
  Offroad Estimate #4728, pg 4 of 4”).
  The specific parts purchased:
  1.Metal Cloak TJ Lock-N-Load Long-Arm Upgrade Kit
  2.FUEL® - D557 ANZA x5
  3.MICKEY THOMPSON TIRES® 90000067168 x5
  4.Rugged Ridge 18050.88 HD Steering kit
  This purchase of $5647.64 was made to secure the parts for an automotive vehicle, set to have
  its suspension, steering, and wheels replaced. This work was to be started on 10/17/22 and was
  to be completed on or before 10/21/22. My vehicle (1998 Jeep Wrangler) was dropped off on 10/16/22 and work began on 10/17/22.Outlaw Offroad completed a “shakedown” which identified frame damage which would need to be repaired. This repair would cost 801.00. This was confirmed by me on 10/17/22 @ 10:08 am
  (See document Outlaw Offroad Estimate #****, pg 3 of 4). I was instructed that this would
  delay the repair and I would be told at some point when the work would be completed.
  At the end of October approx between 10/28/22 and 11/11/22. During the install of the
  purchased suspension parts, It was determined by Outlaw Offroad that the frame of the vehicle
  would need to be completely replaced. At a cost of over $7000 and multiple months. At this time
  I made the decision to not continue with work and to have the parts I had
  purchased returned to the manufacturer and my vehicle returned.
  I made multiple requests to have an updated invoice with the return of the parts I had purchased. On 12/7/22 I was provided with an updated invoice but they refuse to return an item costing $2,598.00.

  Business Response

  Date: 01/19/2023

  Unfortunately, there is not much I can say on this customer.  We have retained legal counsel against this customer and it is being treated as fraud.  Per the advice of counsel, that is about all I can say.  I would very much like to explain the entire situation, but given the overwhelming expectation that we have to take this to court, we cannot put anything in writing that may effect that.  I do apologize and hope that makes sense.  

   

  - Doug ********, Outlaw Offroad

  Customer Answer

  Date: 01/19/2023

   I am rejecting this response because:
  
  After both parties agreed that work would be stopped because it was unsafe to continue installation of the purchased parts due to identified frame damage. The vendor agreed to return the purchased parts. Vendor communicated that specific parts were unable to be returned and had to be installed on to the vehicle in order to have the vehicle returned. It was communicated by me multiple times that all parts were to be returned. The Vendor continued to communicate that it could not return specific parts and they must be installed to return the vehicle. The vendor has made my vehicle unsafe and unusable, and demands that I pay for parts that are to be installed, even after the vendor had told me that these parts could not be installed due to identified frame damage and the risk of safety. After which the vendor changed multiple labor quotes and demanded to keep the money I had already paid for the deposit of the purchased parts (See Estimate updade on 12-7-22). The vendor also ignored multiple request to explain the labor changes and come to an agreement, the vendor was unable to provide answers as to how the full installment of the parts had less labor hours than the practical install (Please see Email Wed, Dec 7, 2022). According to Outlaws own terms of service "Should a deposit refund be required, a 10% restock fee will be deducted from the amount of the refund." which I have agreed to pay without issue. Also I have agreed to pay all original labor costs as provided to me in the original estimate of work. I have also provided all text conversations with the vendor. 

• Initial Complaint

  Date:11/18/2022

  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.

  On June 20, 2022 I paid Outlaw Offroad $4,500.00 for a convertible top for my 2022 Jeep Wrangler. The top arrived at their location in November. On November 4, 2022 I paid Outlaw Offroad $1,505.28 to install the top on my Jeep. When I picked up the Jeep there was a dent in the right rear quarter of the Jeep. I informed Outlaw Offroad of the damage and they apologized and said they would make it right. After making countless calls to them to resolve the issue and see how they could make it right, I took the Jeep to a certified body repair shop in my area and received a quote to repair the Jeep. I provided Outlaw Offroad with the quote and they felt that it was a little high. I informed them that was the quote but would be will ing to put the damage to my vehicle through my insurance company if they would just pay my collision deductible of $500.00. I continue to get the run around while they decide what they think is fair. I have provided them with a quote for the repair and a copy of my insurance policy showing my deductible.

  Business Response

  Date: 11/22/2022

  Unfortunately, this complaint has some gross misstatements and inaccurate information.  Additionally, we have tried many ways to help this customer, and his only response was to threaten to complain all over the internet until we met his demands for payment.  The customer states that he noticed the dent at pickup and notified us.  This did not happen.  We were not notified until later and we immediately advised that the type of damage the customer was describing was not possible during out installation.  He also stated that we apologized and told him that we would take care of it.  That also, did not happen.  His assumption, per his comments, was that someone had placed a knee on his body panel, causing the damage.  Unfortunately, the only work that goes on back there is at about chest height and there would be no need for any climbing or placing body parts on the vehicle, at that location.  The customer was informed of this and agreed that no scratches or paint damage existed.  We advised the customer at that time, that a "paintless dent removal" service would be the best course of action, and to contact his insurance company.  The customer refused this.  He then took the vehicle to a "body shop" which quoted painting the body (even after the customer stated no scratches or metal creases existed).  They also quoted removing the rear bumper and rear light assembly, in order to "inspect" them.  These 2 items had absolutely nothing to do with the damage and should not have been included at all.  The customer sent us this quote and we advised him that these services were not required/needed and we cautioned him against using a business that would inflate a quote so badly.  Once again, the customer refused to listen, even as we offered to get him a quote for Paintless Dent Removal.  We even offered to discuss helping him with it, simply as a good will gesture.  He declined that also and reiterated his threat to complain on the internet, and then filed this complaint.  It is unfortunate that this customer has chosen to listen to a company that is clearly making a money grab, instead of the company that has tried to help him through this.  

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because: Most of what they are saying is inaccurate. I picked up the vehicle after 5pm on Friday and only noticed the dirty handprints on the tan convertible top they installed at that time and pointed it out to the tech who was showing how the top worked. He looked at me like I had 3 heads. I noticed the dent the next day when I took the vehicle out of the garage and immediately sent photos to the sales persons cell phone via text, I also sent photos and a written complaint directly to the Outlaw web page.  I received no response from either. I had to initiate a phone call to the sales person on Monday after 10am. Who informed me that he had told the owner and was waiting to hear from him.  This back and forth went on for over a week, where the owner never reached out to me to resolve the issue. I just kept getting promises that he was busy and would get back to me. After a week I took my vehicle to a certified body repair shop for an estimate to repair the damage. (this is the part where they now know what is involved in autobody repair). I provided a copy of the repair bill to the sales rep, (the only person returning or answering my calls). He said he would present it to the owner. Still haven't heard from anyone yet. After a couple of days not hearing about the estimate I provided I told them I would put the claim through my insurance and asked them to only pay my deductible. I also provided them with a copy of my insurance policy showing them what my deductible is. I still haven't heard back from them. At the end of the second week without hearing back from the owner, I told the sales rep that if I didnt hear back from someone at Outlaw about addressing this issue I would be filing with the BBB and filing a complaint with the NC Attorney Generals Office. I still have heard anything from the owner anyone outside of the sales rep who continues to remind me that he is just the messenger , so here we are! As for the dent being made with a knee, that was some back and forth conversation I had with the sales rep as we tried to figure out how it could have happened. Not sure how the convertible top is installed on a Jeep but apparently all work is only waist high! At the end of the day the vehicle, which is only 4 months old. Did not have a dent in the rear quarter when it went in to have a new soft top put on it and had a dent when I picked it up later that day.  
  
  
  
  
  
  

• Initial Complaint

  Date:10/07/2022

  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.

  Scheduled installations of tires and lift over a month in advance. Dropped the truck off at 830 in the morning on a Friday. At 1529 I got a call to say that they the shop was only half way done and could not get an alignment today (that was scheduled to be done with the truck)… I live 4 hours away, and the only option I have is to drive over 300 miles on brand new tires that I purchased from them with no alignment. Effectivly throwing away every dime I spent on the trucks upgrades. I will never return.

  Business Response

  Date: 11/22/2022

  This complaint was invalid.  We did finish the requested work, on the date it was scheduled.  We do not perform alignments at our facility.  When we have time, we will on occasion, sublet this job and get it done for the customer.  We do not guarantee this service and generally only offer it on larger installs that would typically require this, which this service did not.  The quoted and invoiced services were completed on time and we have heard nothing negative from the customer since that time.  In our opinion, this complaint should be removed and no further action should be taken.  I have also attached a copy of the final invoice which shows no alignment service and also shows final payment, in person and in cash, on the date the service was scheduled.  That date is October 7th, 2022.