Fiberglass tonneau cover,paint is bubbling
Purchased Ranch fiberglass tonneau cover 6/12.paint is bubbling on top and around sides.i contacted co.i was told to go to a body shop 45mins away body shop top pics and submitted to Ranch and rep ask me if I wash my truck at a car wash,I said yes and she said it not not be repaired under warrenty,I asked to speak to supervision ,I spoke with another rep Mr. TJ, he told me to take more pics and he will send pics to paint shop,TJ was not an easy person to contact,I left several messages and emails.TJ finally responds and said top was not stored property when off of truck and warrenty is not valid.I told him the tonneau cover has never been off of my truck since purchased 6/12 and my truck is always stored in my driveway when not in use and subjected to adverse weather conditions such as heat ,cold,snow and humidity for which I have no control over,still he says they will not repair to my disappointment ,so I am trying to resolve dispute through BBB
Would like to have tonneau cover repaired or replaced
Contact Name and Title: **** ****** Sales Manager
Contact Phone: XXX-XXX-XXXX x109
Contact Email: ******@ranchfiberglass.com
Dear Mr. **** *****,
I am responding to your complaint above (BBB CASE#: XXXXXXXX).
I have discussed this matter with our Regional Sales Manager that you have corresponded with along with our VP of Operations and the President of Ranch.
After talking with you, reviewing the photos, and researching the possible causes, we have concluded that the damage to your Ranch lid was due to improper storage of the lid when removed from the truck. All our experts came to the same conclusion as this type of water damage can only happen when the lid is not stored according to our removal & storage guidelines. (See Removal & Storage Guide below along with an outside professionals statement.)
All of this information was already discussed and shared with you.
Tonneau Cover Removal and Storage Guide
Removal of your tonneau cover is rather simple. Please follow the few directions to avoid damage to your cover or your truck bed. This removal will require at least 2 physically capable individuals to properly execute. These directions are made with the assumption that the cover was properly installed the way Ranch Fiberglas specifies in the Tonneau Cover Installation Guide.
1) Open the cover and climb into the bed.
2) There should be either 4-6 clamps holding the cover in place. Loosen the bolts (typically 9/16ths) on the clamps themselves. It is best to fully remove the bolts to avoid any unnecessary damage to the cover or the truck. Remove the clamps completely and store them in a safe place away from excessive water or outdoor elements.
3) Once the clamps have been removed, verify that the cover didn't shift closer to the bed on any side and that the cover can still be closed without rubbing or damaging the paint on the cover or the truck.
4) Once you have verified that the cover will not cause any damage by closing it, proceed to close the lid. Be certain that the lid latches completely.
5) Set up saw horses or a secure base that is more narrow and shorter than the cover to set the cover on while it isn't in use. Placing the cover on the ground can cause damage to the edges. If the cover is placed directly on the ground or left outside for an extended period of time, the hardware on the underside of the cover may be vulnerable to excessive corrosion. This cover should be stored at least 2 feet off the ground and away from excessive moisture or outdoor elements.
6) With one person on each side of the truck, simultaneously lift the cover directly up carefully to avoid scratching the side of the bed. Be sure to lift the cover high enough to clear the top of the bed rails and tailgate.
7) Walk the cover toward the back of the truck and past the tailgate.
8) Store the cover on the secure base discussed in step 5. If you are planning on storing the cover for an excessive amount of time, it is necessary to lube the moving parts (including clamps bolts and bolt holes) every couple of weeks to prevent seizing or corrosion.
Outside Expert View (Axalta Coatings Rep):
From: ***** T ******* <***************@axaltacs.com>
Date: Wed, Feb 11, 2015 at 12:01 PM
Subject: Re: Defects in Tonneau
To: ** ******* <***@ranchfiberglass.com>
Looking at the pictures, it is apparent with the evidence of mold/mildew that the underside of this unit has been exposed to significant moisture. This can cause the moisture to be absorbed into the fiberglass. Subsequent exposure of the exterior surfaces to heat and sunlight will cause blistering of the painted surface when the moisture is trying to escape.
Contact me if you have further questions.
Ranch takes the stand that this matter is now closed.
National Sales & Marketing Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Tonneau cover has never been taken off of truck since purchased,any damage due to moisture or heat was caused by inclement weather, by which I can not be responsible, even the body shop owner I took it to as instructed by ranch, didn't have a clue why damage occurred!!!
Final Business Response
Contact Name and Title: **** ****** Sales Manager
Here is some additional information that supports our decision that this is not a warranty issue.
- Dupont paint reviewed and said it was water damage from prolonged exposure to moisture.
- Paint is uniformly bubbled around the edge making it clear that this lid was sitting in a way it was exposed to moisture for a long period of time.
- Mold inside the lid shows it was exposed to moisture for a long period of time.
- Customer bought this lid from our customer who sells thousands of lids each year as that is basically their entire business and doesn't have claim issues like what is being claimed here.
- We sold 10,941 units during the same year (2012) that customer bought his with no other claims like this one.
The bottom line is this is not a defective paint or problem during manufacturing issue.
Since this damage falls outside of our responsibility based on multiple experts in our industry for all the reasons previously mentioned, it is not a warranty issue and no further action is necessary from us.