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:05/17/2024

  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.

  Order #: #********* I purchased a DuaLiner truck bed liner on September 18, 2020 for my brand new 2020 RAM pickup which bought on August 31, 2020, just 18 days from the showroom floor. When I removed the the liner to clean the bed, I noticed that the hard plastic pieces dug into the paint and removed all of the paint where the panel had vibrated against the paint. Now, the bare metal is rusting. I am including pictures to show you the damage caused.In settlement, I am seeking $3622.70 to get my truck bed refinished and a refund of $399.00 for the bed liner as it does not meet the fundamental purpose I purchased it for. That function is to protect the bed from dents and scratches. Total of $4021.70.Truck Bed Repairs: $3622.70 Refund for DuaLiner Truck Bed liner: $399.00 Total $4021.70 Thank you,*****************************

  Business Response

  Date: 05/21/2024

  While we appreciate and understand the client's frustration, our website clearly and plainly states the performance of the product and said expectations in our Terms & **************************** Liability and Limitation of Liability clauses. This language is also clear in the Warranty document. All these Terms & Conditions clearly state that DualLiner, LLC is not at fault or beholden of any financial responsibility for his claims.

  Also important to note that the term to file a claim for any reason is limited to one (1) year, the client has been in possession of and utilizing his DualLiner Bedliner for four (4) years refer to Miscellaneous section below.
  For reference, our Terms & Conditions are available for review on our website: DualLiner.com and for ease, we have also included pertinent excepts for your review below.
  Thank you for your time and attention to this matter.

  Warranty Disclaimer
  DualLiner warrants the DualLiner bedliner against defects in material and workmanship for the life of the bedliner. Warranty is transferable to new owner of truck or bedliner. Failures due to improper installation are not covered.The ZeroSkid Rubber Floor is made in the *** from 100% post production recycled material. This material is an oil-based compound and is warrantied under DualLiners LifeTime Warranty for performance but does not extend to the finish of the product. Deep voids or non-fill areas that can be classified as a hole not created by the customer during or after the installation process would be covered by the warranty; light non-fill areas, areas on the underneath of the mat and certain manufacturing marks and irregularities are allowable and not considered a warranty issue. Any manufacturing defect as described above must be detected prior to installation and reported within 30 days of receipt.DualLiner reserves all rights and privileges with regard to warranty determination.Please contact DualLiner at ************ for any warranty questions.

  Limited Liability
  The foregoing remedy of component replacement is at the manufacturers discretion and is the buyers sole remedy. This warranty is in lieu of any other warranty, expressed or implied. It includes replacement of the failed component. It does not include installation labor, nor does it cover any consequential damages caused by loss of use of the vehicle or failure of the component. Manufacturers maximum liability under this agreement shall not, in any case, exceed the price of the product claimed to be defective. There are no warranties of merchantability or fitness for a particular purpose.

  Limitation of Liability
  DualLiner shall not be liable for any special or consequential damages that result from the use of, or the inability to use, the materials on this site or the performance of the products, even if DualLiner has been advised of the possibility of such damages. Applicable law may not allow the limitation of exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you.

  Miscellaneous
  Your use of this site shall be governed in all respects by the laws of the state of *********, U.S.A., without regard to choice of law provisions, and not by the 1980 U.N. Convention on contracts for the international sale of goods.You agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to this site (including but not limited to the purchase of DualLiner products) shall be in the state or federal courts located in *****************, *********. Any cause of action or claim you may have with respect to the site (including but not limited to the purchase of DualLiner products) must be commenced within one (1) year after the claim or cause of action arises. DualLiner's failure to insist upon or enforce strict performance of any provision of these terms and conditions shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any of these terms and conditions. DualLiner may assign its rights and duties under this Agreement to any party at any time without notice to you.

  Indemnification
  You agree to indemnify, defend, and hold harmless DualLiner, its officers,directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.
  
  Manufacturing Tolerances / Variance
  As with all manufacturing processes, DualLiner observes a standard variance on the geometry of the DualLiner plastic components up to and Rubber Floor up to +/- 3/8. Beyond the manufacturing variance, parts are also subject to tolerances and change due to environmental conditions. Both polyethylene and rubber components are affected by heat, cold, sun and other environmental factors. Due to these tolerances it is important to note that manufactured parts may shift and change depending on environmental factors for the life of the product.
  Hard,Dent Protection Component Information:

  The formed polyethylene panels are designed to protect your truck from dents.Polyethylene is a soft plastic and while it protects your trucks finish, it may still show small wear points underneath the liner over time. These will be greatly less than leaving the bed unprotected or those marks left by a one-piece drop in liner. The panels may form hairline cracks over time which will not affect its performance. Small gaps exposing sheet metal will also not negatively affect the bedliners ability to protect the truck bed from dents and dings.

  ZeroSkidRubber Floor Information:
  Our ZeroSkid Rubber Floor is designed to protect your truck and your cargo. We partner with the only U.S. Manufacturer of ultra-tough truck bed mats who produces these products out of 100% recycled scrap raw material deriving from the North American Tire Plants. The material consists of extremely durable tire cords and fabrics as well as SBR rubber compounds specifically designed to provide you with long lasting and extreme protection for your truck bed. It is always tough - not always beautiful. Our ZeroSkid Rubber Floor is produced by the same manufacturer of the ***** GM and Dodge branded bed mats. While we do our best to maintain the highest quality standards, some blemishes such as cording, melt spots, pitting, imperfect edges or discoloration are acceptable.These cosmetic imperfections will not diminish the bed mats performance or the LifeTime Warranty.
  These bed mats are extremely durable, long lasting, and are resistant to gasoline,oil, kerosene, and other chemical spills. Proper care requires that spills be removed by rinsing with water, making sure to rinse under the mat to remove any chemical residue. As a 100% American Made product from recycled material, the ZeroSkid Rubber Floor is warrantied under DualLiners LifeTime Warranty for performance but does not extend to the finish of the product. The periodic application of a light coat of tire dressing will enhance your bed mats appearance.
  Imperfections such as deep voids or non-fill areas exceeding 3 x 3 at the tailgate end,multiple blisters or blisters larger than 2, foreign material larger than 1or raised deformation larger than 12 diameter and over 1 in height not created during or after the installation process would be covered by the warranty. Light non-fill areas, areas on the underneath of the mat, small blisters, cured chunks, deformed raised areas and certain manufacturing marks and irregularities are allowable and not considered a warranty issue. Any manufacturing defect as described above must be detected prior to installation and reported within 30 days of receipt.

   

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed.

  The damage done to the finish of my truck was caused by the choice of materials used by Dualiner. I can prove it and intend to file suit if a settlement cannot be reached through this means.

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/08/2024

  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 6th 2024 I ordered a dual liner bed liner for my 2024 Ram 1500 Bighorn with a 5'7" bed. Nowhere on their website does it say that this product is on back order. Shortly after ordering I received an email stating the product was on a 3-5 week back order. On 4/4/24 I reached out to their support and spoke with ***** via chat since I had no updates on the back order. ***** then informed me that they had NO information for me. I told ************ was concerned as I had already been charged for this product and had received zero communication from the company regarding my order. I asked ***** for an update which was not provided. I then asked for compensation since my order was further delayed. ***** then said a manager would reach out to me. No manager ever reached out and on 4/8/24 I reached back out to support and once again spoke with *****. When I asked why no one ever reached out she said no one was available and couldn't speak to anyone else. My problem with this whole thing is the fact I was charged before the product shipped and the company has showed no care of concern since they have already been paid. This business practice is shady as if I didn't deliver a product or service within a time frame I was quoted it would be considered theft. I would like this issue to be resolved since I was originally told the product was 3-5 weeks back ordered, despite no mention of this on the website an now i'm being told it'll be another 5 weeks. I understand things happen however when you charge for a product, don't deliver and don't communicate I believe that is a very shady business practice. The only other solution I was provided was to switch to a liner with l.e.d lights cutout which won't fit my truck and the companies policy states I would have to pay for return shipping which costs almost as much as the product t to begin with. Very unpleasant experience with dual liner.

  Business Response

  Date: 04/09/2024

  A refund will be processed immediately. Very sorry for any inconvenience this has caused the buyer. Communication was provided at the time of purchase about the backorder status. No further email was sent due to not having any new updates for the buyer in regard to a ship date.
  DualLiner did offer a partial refund, also offered to refund completely, and let him know when we would be back in stock to reorder.
  Offered to switch to a kit that was in stock and would fit his truck but had LED light holes trimmed out where the truck has plugs currently that would fill the holes.
  Communication between customer service and the buyer, quoted an email would be sent from customer service not the manager after inquiring about a partial refund.

  ** I totally understand the frustration. I will take your inquiry and reach out to my manager. I will email you with their response.
  ****************************
  TI
  Thank you
  *****
  of course, hope you have a great rest of your day.
  
  02:34:01 pm
  Archived - customer left the chat

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A back order of a product should be listed on the site, not after I purchased the item and paid for it. At that time yes I did accept the terms of the back order as I was told 3-5 weeks however your business moved the goal posts and didn't inform of any further delays. If I hadn't been charged it wouldn't have been an issue but I was and since you already had my payment I don't feel you cared to make an effort to resolve my issue properly. Yes a $30 partial refund was offered but I felt this was a slap in the face due to the extended backorder/ lack of communication. Also I was told I wouldn't receive this payment until the order shipped which again I was told there was no time frame for. When it comes to customer service as you reposted ***** stated she would get with a manager and then reach out. However your representative failed to reach out to me and again I was the one forced to make contact with your company. Then yesterday your rep rudely ended the chat before the issue was resolved. Overall a terrible experience with your company. I reject your resolution and hope your company will improve in the future. 
  
  Regards, 
  
  Thomas 

  Business Response

  Date: 04/10/2024

  DualLiner appreciates all feedback and takes it into serious consideration. DualLiner thanks you for your interest in helping to improve our customer service and to be more upfront with delays in production and shipping. 

• Initial Complaint

  Date:05/07/2023

  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.

  I bought a product a Bedliner from this company, unfortunately I made a mistake with the model. I contacted them to return the equipment which cost me more that $400.00. The company told me that they will not honor return policy unless I pay for the return shipping cost that as per CSR is about the same price of the unit. I did not have the money to pay the return shipping cost. I believe that this practice is unfair for customers that make sacrifice in their life to try to buy the equipment.

  Business Response

  Date: 05/08/2023

  The return policy states that return shipping costs are on the buyer if ordered incorrectly or simply do not want. The return policy notes, returns are allowed for 30 days after purchase/receipt of the product. Return policy is acknowledged and signed off on when the purchase is made online or via phone. Cost of returns is determined upon what shipping method buyer uses. DualLiner has fee shipping for all purchases shipping in the continental US states.

  The buyer did reach out to **; the wrong part was ordered. Unfortunately,we cannot issue a return label or absorb any return shipping fees. The buyer can contact us for an RMA# and DualLiner will extend the 30-Day return policy.  

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/08/2023

  I belive that a business that penalice a customer for any mistake without intention, dont deserve a high raiting from BBB. I guess i will not resolve anything with this but i did my part to protect another customers.  You can close the case and thank you for your time.