Complaints

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• Initial Complaint

  Date:02/01/2024

  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.

  I purchased a set of step rails 4/26/23 from Automotive Outfitters and Tire Pros for a new black an white truck with no colors in between. They sold me step rails that are a gun metal color that do not match the colors of the vehicle with no display of the product at the store. They had more than enough time to notice the bad contrast, and said nothing to me. Had they pointed it out I would have said lets go a different route. The color and matte finish of the step rails throws the entire aesthetic of the truck off, and there was zero mention or discussion trying to find a better match at the time of purchase. I have requested an exchange for the product and been denied any possibility of returning the product for simple exchange while willing to eat some of the costs involved. There was little to no discussion surrounding the warranty and return policy for this product, and I now have to take a big loss/time/effort/giant pain in the **** on reselling the product, or pay to have them powder coated the right shade of black. The step plate is already losing paint/rusting along with bolts being used. I simply would like to exchange the product for something that is a closer **************** to the color of my truck. I've been sent in circles to talk to venders and have been blown off and had nonsensical response from the manufacturer. Finding a closer match would have been an easy process, and should have been a priority with selecting step rails for a company this on a daily basis--especially for a black and white vehicle. Please help me make an exchange.

  Business Response

  Date: 02/12/2024

  The product installed is a standard textured black powder coating. They are not gun metal. We have installed this well-known quality name brand product numerous times and have had zero complaints about the color. These were installed 9+ months ago and this concern has just been brought forward. We removed them at no charge so the customer could sell or refurbish them to his liking. There is no warranty for someone disliking the color. Especially after so long. There are no defects or functional issues with the product. Could the black plastic trim on the vehicle be starting to fade from UV? Maybe that is what is causing contrast. We saw no radical difference in the aesthetics of the vehicle. If we thought there was an issue with the product at the time of install, we would have solved the issue then. 

  Customer Answer

  Date: 02/20/2024

  I fully disagree. Especially now that I'm having both of these step rails sandblasted and powder coated by a local company that has offered me BK 59 black textured powder coating that actually matches and is a true black color. There are many options as far as shades of color with powder coating, and I cannot un see the color clash of these particular step rails you have sold me on my very black-and-white 2023 Tacoma. This particular vehicle with a very specific color schematic, nor I, wish to be compared to any of your previous customers. And someone who is installing these things on trucks frequently should be able to discern the difference between a true black, and this gray, with almost a blue hint to it, that came standard on these Westin Step Rails. I am now spending $200 to go to this process of sandblasting and repainting. I am requesting the installation fee $125 to be refunded at this time so that I can take these step rails and have them installed somewhere else without having to be put in this awkward situation any longer. Should've been trying to match something to my truck as closely as possible and it was not taken into Mind. The goal seems to have been: how do I collect from this person as quickly as possible and sell them something. The timeframe is irrelevant; especially since I didn't notice this issue until the truck had been returned to me this past fall having spent time in the shop. I don't been driving the vehicle for about 60 days with these running boards.  You can absolutely tell the difference, especially based on the sticker on the side of the rail from the company that is an actual true black, showing the contrast. This product does not match a new pick up truck with white and black trim with no color in between. It should've been brought to my attention, especially for a purchase at $750.  I could've easily gone and purchased the predator steep rails from Nfab That I had already on order from ****** that actually matched the trim of this vehicle, yet I put my faith in your shop to match something to this particular vehicle, which is not what ended up happening.  There's absolutely nothing fading as far as the plastic on my truck. This is a brand new vehicle. It is very noticeable in broad daylight and this picture at least gives a perspective of how this is not match the trim of the truck.

  Business Response

  Date: 03/08/2024

  We think that the steps look great as they are. Like previously mentioned, no one has ever complained about steps not matching. They are a standard black powder coat. Had we thought there was an issue at time of install we would have addressed it then. We take customer service seriously, but we do not think anything we do will be satisfactory for you. We removed them from the vehicle at no charge so there will be no further compensation. There is nothing wrong with the product or installation. We are happy to hear you found a great deal on having them powder coated and wish you the best.