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:08/07/2024

  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'm dealing with this company concerning a suspension system for my 2014 Kia ******** I first contacted them to inquire about the system and verify fitment and availability. I was assured that everything would fit and availability would not be an issue, just possibly a bit of a wait which I was fine with. I placed my order on May 25 2024. I have payment receipts on my email verifying payment. I purchased the vehicle that I was told would work for the suspension system. I contacted the company via phone about a month ago for an update. I was told all was well, "just waiting" on delivery. I contacted them again the other day and I'm now being told that parts availability is an issue. It was stated to me that I would have to source the missing components for myself if I wanted a complete kit. I don't have the resources to do that or I would have gone that route to begin with. I have also been told that I still need to pay for my order, again I have payment receipts verifying this. I have reached out directly to the manufacturer of said suspension system to verify what I was being told by RRO concerning availability. The manufacturer stated that a system was never made or was available for my vehicle. I have invested a lot of money into a project that I was told by RRO was possible. I have been mislead by RRO from the beginning. Please help!Text or email is best contact..,.

  Business Response

  Date: 08/27/2024

  Payment was never received for this order. What the customer perhaps saw is known as a 'ping' in our industry. Much like when you go to a gas station, the credit card will be 'pinged' to make sure the funds are available before allowing the fuel to flow. The customer doesn't see this because the sale then occurs at that moment. With many online retailers using the new order systems where we don't see credit card numbers, the processor likely pinged his account, which sort of sets the funds aside, as it has been explained to us... but it is not actually billed. The customer doesn't see it on their amount due statement at the end of the month, they only see the 'ping'. This is perhaps where the confusion came in as payment was never received, so we did not ship the components.
  Additionally, the manufacturer of this lift system does not provide new struts or shocks. They're not required since it is a fairly mild lift. The vehicle can upgrade the struts and shocks if they wish while the suspension is apart while the new springs being installed. This is fairly common and we do show struts were requested along with the lift kit we sell... which is just the 4 coil springs.
  We do not ship parts without payment though and it was never received form the card processor. The vehicle owner may be looking at the 'ping' attempt by our card processor. 
  The order can be resubmitted if they with to proceed with the suspension lift upgrade. Only a handful of companies on the planet supply these parts for this vehicle, so we are happy to assist when folks want to upgrade their ****

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 some rock rails from this company Rocky Road Outfitters in UT with the statement on their paperwork that states, "Your Rockrails are guaranteed to last as long as you own your vehicle." Well the rock sliders lasted about 2 years and are completely rusted. The powder coating they offer does nothing to protect the rails. When I called they said they do not warranty the coating, but it is the rails themselves thar are failing. The company pretty much blamed me for the fault of their product. Do warranties mean anything anymore? They said they would not honor the guarantee written in my paperwork. It is businesses like these that hurt us all!! You can see the rust spots in the rails in the attached picture. Also there is a pic of the written guarantee. It is in the second line beginning half way through the 2nd line and continuing into the 3rd line. Please help. Refund or have them pay for the cost to actually powder coat them in Colorado. Something! I was ripped off!!

• Initial Complaint

  Date:06/30/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Order #****** on February 28th, 2023, but no shipping date was provided. I waited until March 10th to check on my order, only to be told that orders were on backorder and they were currently fulfilling December orders. Despite this information not being listed on their website, I waited patiently, fully understanding that there were supply chain issues. I received no further communication from customer service for two months until I reached out again on May 20th. Once again, I was told that my items were on backorder, but my order would be fulfilled soon. Unfortunately, I again did not receive any updates until I reached out again on June 27th. To my surprise, I was told at that time, that Rocky Road Outfitters had attempted to contact me on March 15th to "clarify my order," but my phone number was out of service. This was not true, as my phone has never been out of service. Rocky Road Outfitters failed to mention any previous attempts to contact me, and no VM was left. Rocky Road Outfitters also claimed to have sent me an email on April 21st via email, which was also false. I have kept every email from RRO due to their poor communication, substandard customer service, and leadership pointing fingers at customers. I have requested a refund. I am fully aware of the difficulties related to supply chain problems. However, I will no longer tolerate that as an excuse.
  
  If the company had just kept me informed about my order instead of avoiding my questions and blaming me for their own shortcomings, I would have been a satisfied customer. Unfortunately, their lack of communication has left me feeling frustrated and unhappy, and I will continue to escalate this matter until a refund has been issued. It's been over 24 business hours since I requested a refund on June 28th, 2023, at 6:00 pm CST, and as of June 30th, 2023, I have yet to receive a response from Rocky Road Outfitters. This kind of behavior is unacceptable, and something needs to be done about it.

• Initial Complaint

  Date:02/24/2023

  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.

  Poor customer service. Ordered a product 10/2/22 and was told one month lead time. A month later I hear nothing and inquire. Another month and company blames ***** despite the fact they stated wait times. Another month same situation. 4 months later they finally ship and 22 days from shipment date still no product and no customer service attempt to resolve just more excuses. Item never delivers and I had to send an ultimatum demanding resolution before finally being told there was a truck accident before receiving an email that they would refund my *******

  Business Response

  Date: 02/27/2023

  In response. First, We Never... never ever... never ever ever tell anyone there is a "1 month wait" for our rock slider kits. Demand for our kits is extremely high all around the world and we do always have a few month wait time for the kits. We respond to every email or phone call we receive. So if someone wants to check in on an order, make sure its in the queue, see what the progress is, we are always very happy to response on this.
  Demand for our kits is pushing wait times out 3-4 months at this point in time, though we have been catching up on that recently. 4x4 owners who want quality, are willing to wait. This item was shipped, and tracking information was provided. While the "truck crash" is a crazy bizarre occurrence, the customer should be able to confirm that the parts were shipped and then the carrier 'damaged' the item during transport. We acknowledge the weirdness of this situation, over which no retailer has any control at all. We ship ****** rock sliders every single week, every single month, ever year, for decades, (not to mention all the bumpers, the rack systems, and everything else we manufacture) and that is a first for us. So the customer knows this item was shipped, even if it took longer to manufacture than they anticipated. The freight company's insurance is providing payment for the refund. Meanwhile, thousands of customers every year order their rock slider kits and are extremely pleased with the systems when they arrive, this these kits really are undisputed as the very best in our industry. Thank you for your attention and the factual clarification.

• Initial Complaint

  Date:09/10/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a rockfather lift kit for 2012 Jeep liberty with upgraded long travel rear shocks. Shocks leaking after a year and a few months they have a 2 year warranty on them and they will not honor warranty. They said to contact ABR to file warranty claim, ABR said these are not specked for the KK so they will not warranty. So Rocky Road sells a kit with theses shocks but if there is an issue with them your out of luck and will have to spend over $200 again to replace them. If the shocks are not covered under warranty it should have been stated at time of purchase not after you have a problem.