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:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 contracted Line-X of Nitro to spray in a bed liner for my new truck. When I scheduled, I was explicit not to spray over the wiring covers or the bed tie down ports. I was told, "no problem, we do this every day." Upon picking my truck up on 4-7-25 I discovered that everything had been coated over. I left a message for the business to return my call when they opened the next day. They claimed they were not at fault and refused to remedy the situation. I wanted to somehow resolve the situation but, the receptionist was rude and condescending and refused to allow me to speak to the owners. I was promised a follow-up, but it never happened.

  Business Response

  Date: 04/18/2025

  *** ***** scheduled approximately a month before his appointment. The person who scheduled him did not have any notes or special requests from the customer. My employees that schedule are very good at putting notes/request if the customer states something specific. I am not saying that mistakes don't happen but nonetheless there were no notes with this customer. We never met this customer face to face as he dropped off and picked up during off hours.

  When he first called after his appointment, he was just claiming the wiring cover panel and then after additional calls started talking about the tie down ports. All he continued to state was that he wanted a full refund. I, the owner, was out of town on business and not readily available to which Mr. ***** was not satisfied with. My "receptionist" in no way was ever rude or condescending (I've even tried to get her to be at times, but she doesn't have it in her).  She never refused to let him speak to me as I stated I was at that time unavailable.

  I tried to reach out in the evening time the same day and did not get an answer. The next day is when Mr. ***** filed this complaint and gave a rating on ****** so at that point, I did not attempt to contact him further.

  The panels and tie down ports Mr. ***** is referring to are commonly sprayed over due to the fact that they are plastic pieces and most of the time will not go back in due to the thickness of our material. So basically when/if the vehicle owner wants to add additional accessories that require those access points, our material can be removed or drilled out which is something we offer for free or most accessory outfits do as part of the installation. This was explained to him as well to no avail. Unfortunately, nothing was going to satisfy him in the short amount of time he gave us before filing this complaint other than a full refund which was not warranted in this case.  

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  While I appreciate the response and the effort to clarify the situation, there are several key points that need to be addressed more thoroughly.  
  
  1. While it’s understandable that not every customer provides specific notes during scheduling, the lack of documented requests does not necessarily mean there were none. I was told “We will take care of it.  We do this every day”
  
  2. The receptionist was not relaying the proper information and concerns to the owner, that was why I asked to speak directly.   While the owner being unavailable is understandable, business practices should ensure that concerns are escalated appropriately, rather than making the customer feel dismissed or ignored. I never received a call OR MESSAGE from the owner so I proceeded to lease an unsatisfactory review . The decision to cease contact after the complaint was filed suggests an unwillingness to genuinely resolve the matter.   
  
  3. The response states that spraying over panels and tie-down ports is common due to the thickness of the material. While this may be standard practice, it does not excuse the lack of transparency. Customers should be made aware of such practices beforehand, and alternative solutions should be discussed to prevent post-service dissatisfaction.
  
  4. I was seeking a fair resolution and was given little room for negotiation beyond demanding a refund. Instead of dismissing my concerns outright, acknowledging potential miscommunication and offering a reasonable solution—such as partial compensation—could have led to a more amicable resolution. Given that the complaint resulted in a poor rating on ******* addressing the issue collaboratively would have likely benefitted both parties.  
  

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