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:05/27/2025

  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've bought a tonneau cover model number ******. It said it would fit a 2020 f150 w/5.5 bed. Unfortunately, it doesn't. I originally called Truck accessories group @ ************, I was then told to call ****** @ ************.****** answered the phone and told me to Email ****************************************************************************** with pictures and description of the problem. This was on 5-16-2025. I sent the email that same day, but since I had to attach so many photos it said there was an issue, but I believed it sent most of the photos. I contacted ****** via text and phone call to try and confirm that she received something, but I haven't received any kind of response. I've sent follow up emails and follow up calls and still no response. Is there anyone else available that can provide support for the covers that you all manufacturer?

  Business Response

  Date: 05/28/2025

  Hello,

  Thank you for following up on the issue with this cover.  We have been working with our engineering team to find a root cause of why this cover isn't fitting on your truck.  Based on the pictures you sent, LEER could not identify a problem with the cover, so we have elected to send you a new cover that should resolve your fitment issues.  ******* has reached out to you via email with an order number (SO ********), which has been processed this morning.  Again, thank you for purchasing from LEER Group, we appreciate your business.

   

  Sincerely,

   

  **** ***********

  Corporate Warranty Manager

   

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have not received my $85 rebate for my XR truck cap. I mailed in the rebate and never got a check. I have emailed the company for many months. Just want the rebate I'm entitled to.

  Business Response

  Date: 12/30/2024

  Hi ******,

  I've forwarded your message to our marketing department for a reply.  They may be out of office this week due to the holiday, but please feel free to reach back out to me if you haven't heard back from them by next Monday, 1/6/2025.

  Sincerely,

  ********* *******

   

  Customer Answer

  Date: 12/31/2024

   I am rejecting this response because: there is no resolution yet. I'll accept the response once I get the $85 rebate. 
  
  
  

  Business Response

  Date: 01/06/2025

  We have communicated to Lauren ***** late last week via email, and will be sending out an $85 **** Cash Card that she will receive by Jan 10.  We sincerely apologize for the delay.

  Customer Answer

  Date: 01/13/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have received my rebate via a **** gift card and a thoughtful package of branded items. Company quickly resolved my issue :) 

  
  

  Thank you.

• Initial Complaint

  Date:10/31/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  It takes 3 months to obtain a rebate on leer toppers. My claim was received by them on 8/22/24. They acknowledged it a month later and told me I would receive my rebate in 2 months. I don't know if it's their rebate company that they use, ***, Or them dragging it out for some unknown reason. I'm on my third topper in my lifetime with them and they pull this stunt every time and I am sick of it.

  Business Response

  Date: 11/07/2024

  We contacted ***** and apologized for the delay he experienced waiting for his rebate.  His rebate did fall slightly outside of our normal 8 to 12 week window that is in our rebate agreement.  We let ***** know his rebate would be send out in the next few business days.  ***** let us know he feels 8 to 12 weeks is not acceptable, and we need to speed this up for future customers.  We will follow up with an email to *****.

  Customer Answer

  Date: 11/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:09/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 tried to contact leer to file a warranty claim. I contacted them and they asked me to take pictures and give them the original receipt, serial numbers and model numbers. I did this and there's no follow up despite contacting them several times. I even went around found their dealer hotline and they promised someone would contact me in 2 business days.

  Business Response

  Date: 09/17/2024

  Good afternoon,

  We have contacted **************** and placed a replacement order for his cover on SO ******** and we have notified him of this action.

  If there are any further issues, we can be contacted directly at ***********************.

  Sincerely,

  *******************************

  Leer Midwest Warranty Manager.

   

   

  Customer Answer

  Date: 09/17/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:08/17/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 Leer Bed Cover model HF650M on 1/28/22. It is warrantied for 3yrs. The rubber seams are cracking and tearing.I tried contacting Leer for warranty using their "contact us" form for warranty 2 times. Once on 8/4/24 and a second time on 8/10/24. Both times I did not get a response. There is no other way to contact them. They do not list any phone numbers to call or even an address to write to anywhere on their website.

  Business Response

  Date: 08/21/2024

  Hello,

  We have contacted the customer (see attachments for the direct communication). 

  We are sending the customer a replacement cover. He originally purchased the cover on ***** We do not sell on **** but will honor LEERs warranty.

   

  Please let us know if there is anything additional LEER Group needs to do to satisfy the BBB's requirements.

   

  Thank-you,

  *********************************

  Customer Answer

  Date: 08/21/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered a truck cap LEER (100XR) through a company called ***********. I paid in full $4,315.74 on 5/31/2024. It was installed July ***** 2024. Shortly after installation, I noticed that the windows on the cap were much smaller (shorter) than the windows shown in the advertisement. This was concerning, because the product did not match the image of the cap that I purchased. Upon closer inspection, I noticed a laundry list of flaws. Here is the list:-Paint is thin in a spot and you can see primer.-Paint has runs in it.-Both side windows have trim that is out of alignment.-There is rubbing compound everywhere.-There are swirls in the finish paint.-The rear window gasket was cut inches too short.-The rear window tailgate cover trim cut short.-There was grass all over the carpet liner.-The front of the cap leaks water into the truck bed.I contacted the vendor (**********************, **) who contacted LEER. Leer agreed to repair flaws in the cap but stated that they could not change the windows to the advertised/expected size. In fact, LEER's warranty **** *****, laughed at my request for a refund and said they wouldn't take the cap back at all. I feel that this is false advertisement because the product that I purchased looks completely different and has different windows than advertised on both their website and their ******** page. I was incapable of predicting the product that I received. I've attached screenshots of their advertisement and two JPGs of my truck cap windows for comparison. You can clearly see the difference in window heights. Here's the *** for their website also: *********************************************************************** understand that Leer wants to fix the poor quality work, but that will not yield the product that I ordered. Unless Leer agrees to fix the flaws AND replace the windows to match their website advertisement, I want a refund.

  Business Response

  Date: 08/27/2024

  Hello ******,
  Thank you for taking my call today. As we explained on the phone, the window size for each cap will vary by design, based on the corresponding truck model. The pictures that you pulled from social media show different caps for a variety of truck manufacturers and models. None of those pictures are an exact match for your specific truck. This is not a misrepresentation of our product, but a perceived difference based on bed size and truck design.
  Leer is committed to the satisfaction of our customers and will be happy to address any manufacturing issue reviewed by our ******************** However, the size of the window is fixed by design, and cannot be modified.
  We will also be happy to explore other models with you and try to find the one that meets your needs.
  If you have any further concerns, please feel free to reach out to me directly. You have my contact information.
  Best Regards,
  *******************
  Director of Quality
  Leer Group

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because: I am supposed to respond within 7 days to keep my file open. I am filing a rejection simply because I am waiting for the full refund and this is the only way I see to keep the file open. I am currently working with LEER for a refund.  They did say they would give me my full refund.  This is the amount that I paid  $4,315.74.  I would like to make clear that the pictures that I submitted were of a newer body style f250/350 witch were the only pics of truck caps with windoors on their website and ******** page.  The window size that I received was considerably smaller.  Yes my truck is a different year but it is the same model.  LEER has been very easy to work with so far.  **** has responded quickly to my questions.  I just had the cap removed from the dealership today September 3, 2024 and they are supposed to return it to LEER.
  
  
  

• Initial Complaint

  Date:07/01/2024

  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.

  I ordered my dad a ****** truck cover on 6/13/2024. They have provided the confirmation number and the total and charged me. I have yet received the product or even heard from anyone in that company via phone, email, contact form, text, or even fb page. I have tried multiple numbers and emailing and messaging and nothing!

  Business Response

  Date: 07/23/2024

  Hello,

  I've attached a pdf of emails sent to ************** via email to the address provided in the original complaint. Our Sr. ********* **************** Manager, ******************************* is looking forward to assisting him.

  I apologize for the delay in response. We did not see the original complaint from the BBB until 7/19/2024.  I've asked the BBB to update our contact information so that future correspondences are received timely.  

• Initial Complaint

  Date:12/14/2023

  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.

  Character limit requires brevity. *********** installed on my truck 8/22/2023 by authorized Leer dealer. Paid $2889 + $158.90 tax = $3047.90. After delivery had problem with latch, fixed by tech at topper dealer. Had some other issues with this dealer. Did not seem familiar with warranty requirements. When I later returned to discuss water leakage problem (see below) did not have solution for problem.About 3 weeks after getting topper I drove through heavy rain downpour. At home in garage found that soaked a large piece of cardboard on truck bed floor. Is indication the topper does not adequately protect cargo, which is its purpose. A topper I had on another truck for several years did not leak like this, so I know this is not normal. I have pictures and video of water in truck. After discussion with a sales rep at ********** I made videos to try to identify water leak site(s). Sent videos which were reviewed by people in Warranty. Said water was coming from under the topper, so not warrantable. They provided no solution for this problem. None. I bought this to protect cargo. It does not do that with water leaking into the bed area. One employee at ********** provided a link to a ******* video about this problem with Tacoma trucks. I was not provided this info prior to purchase to make an informed decision. I paid another Leer Dealer $115 to try to fix problem; did not work. I contend I am owed that from ********** as they did nothing to help me.This is an excerpt from an email from another ********** employee: I believe that **** sent some online videos shows how water enters the Tacoma truckbed that have plagued that vehicle for years. Our cap is protecting the truck bed as much as it can.Since this topper is protecting the truck bed as much as it can, and it has been known for years, and I was not informed it would be like this before I purchased, and the protection is inadequate, this topper is defective and I want a refund.

  Business Response

  Date: 12/14/2023

  I will check on this and report back by EOB tomorrow (Friday 12/15).  Thank you.

  Customer Answer

  Date: 12/14/2023

   I am rejecting this response because: it does not address the problem.  This is a limitation of formatted processes.  It's not that I am rejecting ****'s initial response. It was simply an acknowledgement of receipt of the complaint. Their initial response is appropriate: they have acknowledge receiving the information, they need time to process it, and they will respond to the matter on what would (hopefully) be a timely basis.

  The reason I reply that I reject this response, is that I don't want some automatic response to me stating I am satisfied with the initial reply to be somehow interpreted as a reason to prematurely close the case.  I am probably over-reacting, but experience has taught me to err on the side of caution in a process that involves automated or bureaucratic processes.

  After they response further I will reply to that.

  Thanks for facilitating this process. It is a valuable service that I am sure in many cases streamlines and economizes in situations of dispute. It is something worth trying as an interim step to try to avoid more contentious procedure.

  ******************************
  
  
  

  Business Response

  Date: 12/15/2023

  The first reply was not an "automatic" response but below is our official response...

  This incident was reviewed by **** Warranty, Quality and Engineering departments.  Based on the information provided by the consumer and the information provided by the dealer, the issue reported by the consumer is not directly related to any manufacturing defect of our product.  The evidence supplied by the consumer clearly shows water was entering the truck bed cavity below the **** truck cap, therefore it is not a warranty issue.  Additionally, we promote our truck caps as water resistant  not water proof   The additional charge that the consumer incurred was at his discretion, was not at the point of purchase, and not pre-authorized by ****.  We are not responsible for consumers actions.
  

  Customer Answer

  Date: 12/15/2023

  I am rejecting this response because: the premise that it is acceptable for a truck topper to leak like this one does in a rainstorm is ludicrous.  I bought this topper to protect cargo in the truck bed. This topper does not adequately do that.  I know from long experience with another topper that this Leer topper is defective.
  
   The water that this device lets in could damage anything not impervious to water, such as plastic. Anything made of wood or paper-like material would be damaged by the amount of water that collected during the rainstorm I encountered.  Even with 4 small drain holes in the truck bed, a piece of cardboard I had in place on the floor was soaked. **** asserts that because water enters at the contact surface between the topper and the truck bed that it is free of responsibility for making a product that does not fit properly. That is like a car manufacturer asserting that is okay for water to leak into the trunk of one of its cars if the trunk lid does not seal properly.
  
  Despite self-laudatory claims on its website about excellent customer service **** has provided no assistance to me about how to remedy this problem. None. They have done nothing but take my money for a product that does not adequately perform its purpose.  As I have already illustrated, this problem was already known by Leer personnel about toppers fitted to ****** Tacoma trucks, yet the company did not provide that information, even though it was known to them, before I purchased this device. Now **** wants to abrogate all responsibility for a faulty product.
  
  Because of this lack of customer support by ***************** and because I did not get actionable information when I went back to the dealership where I purchased the topper, I sought help from another authorized Leer dealer.  The leak was still present after their effort. I do not fault them; they did what they could with what they had to work with.
  
  This is already a repetitious process. **** knew about this problem with their toppers fitted to Tacoma trucks but did not inform me about that prior to purchase. They claim on their website that they have excellent customer service, but they have done nothing to help me resolve this problem caused by their product. Not even an attempt by another authorized Leer dealer to mitigate this problem was successful;therefore, I continue to pursue a refund.
  
  
  

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 leer HF650M Thursday 9/12/2023 at 20:13 from leer.com, order O-**********. Upon installation I observed a one of the two prop rods was about an inch too short. I emailed leer Sunday 9/15/2023 at 20:41; no response. On Tuesday 9/19/2023 at 15:57 I completed a webform on leer.com asking for help/resolution (there is not a phone number on the site). No response. I obtained a phone number on ****** for leer. I left 2 voicemails on 9/21/2023. No response. On Friday 9/22/2023 I reached out to leer via ******** messenger at 07:07 with details of my experience. No response. My only request is leer to timely return contact, and send me a prop rod of proper length so I may complete my installation.

  Business Response

  Date: 09/28/2023

  **************** has been contacted and a replacement part(s) are being shipped to him.  Matter has been handled. Thank you.

  Customer Answer

  Date: 09/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:09/25/2023

  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.

  Hi. I am having issues with a Leer truck cap. My original order date was 8-17-2022. I put a down payment on my product. I finally received it in Feb. of 2023. I was told about 12 weeks I would have it. It took 27. At this time when I first picked it up I paid the full amount of the product. Come to find out It was not inspected leaving the facility and had a gap in the front so water easily went inside. I sent it back and was told 3 weeks I would have it. It took 14 weeks to get it back and all that was done was put 2 screws in and **** the front trim down just enough to not see the gap. We Went back and forth as water still went inside. They did not want to give me part of my money back and I would fix it myself they said half of it was too much. They built a new one and wanted the old one back. I just got the new one finally and 2 days later it is ***** outside and there is a significant drip happening with the vehicle standing still and a bunch of my stuff inside that is suppose to stay dry is getting all wet. I am done with this and would like some serious answers as I have tried over 6x to contact someone at Leer and nobody will call or email back after sending multiple times different messages and types of problems I am having. I really would like a product that is made correctly and for the amount that was paid for it something needs to be done besides nothing. I have spent many hours organizing and emptying my truck with this and have spent at least 6hrs on the road toting it to and from the store that installs it as Leer will not do anything direct with me. The store is also having a hard time dealing with them from what I am told. Their lack of care and craftsmanship is terrible. They think they sell so many that the bad ones dont make a difference and could care lesss.

  Business Response

  Date: 10/06/2023

  .****************** was contacted and we made an offer that he accepted.  This is considered resolved.  Thank you.

  Customer Answer

  Date: 10/06/2023

   I am rejecting this response because:
  
  Hello. First if you are responding to a ****************** I am sorry he is having issues as well. This is ******************. I said that I would agree to a new product being made that should be built to spec and not have issues. This product is worse than the first one was and yes I have contacted the dealer and reported it to them. I was told that I would be hearing from an actual Leer person which has yet to happen. The company ******* that I picked the cap up from has a hard time getting a hold of a Leer representative as well from what I am hearing. There is a sticker saying this cap was inspected this time but obviously not very well. I have had stuff ruined and if it rains well the pictures show what happens. I have also had moisture inside from a heavy dew, foggy type of morning. If it gets in from that, well that just speaks for itself.  I would like a Leer person to buy this and tell me that they would stick thousand of dollars worth of stuff in that space and be happy with it and not care that it got ruined. I have tried at least 6 times myself to have a conversation with **** sending messages and emails, the dealer says that someone will contact me and that has yet to happen. I have not yet had one **** person respond back to me.  This issue is not yet resolved. 
  

  Business Response

  Date: 10/16/2023

   ********* (the dealer) in ********** contacted ***************************** and offered to switch him to a commercial fiberglass top, but he declined. He did offer to keep S/N - ******** at a 40% discount and make the repairs himself.  So just what else does he want and I apologize about spelling his last name wrong.

  Customer Answer

  Date: 10/16/2023

   I am rejecting this response because:
  
  You are correct on saying that I was offered to switch to a fiberglass top. The fiberglass top is not made to the same size and how I use my current cap the fiberglass would not work. The fiberglass top is smaller and not as accessible to get tools in and out like I do. I am not sure where you say I offered to keep this top at 40%?  I offered 50% on the first cap and was told someone at Leer turned that down and said would build a second. I finally got a higher manager than the store manager from ******* to call me after weeks of trying. I still have never heard anything from a Leer representative even though I was told someone was suppose to call me.  The district manager from ******* just told me Friday Oct 13 in the afternoon that my only option was to accept $750 and keep it or bring it back and get a refund.  ******* not Leer companies care and do not wish to make this right. I will have over 15hrs on the road running back and forth to the store dealing with this along with over an estimated 16hrs putting together and taking apart my truck setup dealing with this.  I told Mr ****** the district manager I am past 50% and would take 75%. After I told him this he said ok I understand and that he would get back to me. I never heard anything and had to call him back to get a response.  I really wish I didnt have to go this route of going through the BBB but when nobody will call or respond to messages I dont have a choice. I am still open to a phone call so this can get resolved faster but since I havent gotten one yet I am not expecting to hear anything. 

  Business Response

  Date: 10/17/2023

  Multiple attempts to satisfy ****************** have been made. Was offered to return the top for full credit which he rejected and requested a discount of 50% plus he would retain the cap (which was accepted at that time).  ******** in ********** has tried everything they could to appease ****************** but when he was last spoken to on Friday, he is now asking for a 75% discount off the purchase price, and this is unreasonable.  Our final offer is the 50% discount and he retains the cap,as his original request to us that was agreed upon.  **** has an excellent sales team and we do prefer that the customer deals with the dealer.  Our customer team has been working with ******** to obtain a reasonableresolution.  This protocol is no different from how it normally works in retail.  

  Customer Answer

  Date: 10/17/2023

   I am rejecting this response because:
  
  Hello,  in response now after getting more information. I have found out where the 40% back comes from. Talking with the store manager in **********, ******* company, he was told that a representative from your company, ****, was suppose to call me and offer me that.  I still havent gotten that phone call. It is quite funny to me that you put that back on me saying that I said it but then wouldnt take it. Feels like to me that you still dont care and just want to **** it off making yourself look good. 

  Customer Answer

  Date: 10/18/2023

  I reject this response because:
  
  This response it to the last one I received.  I did not reject bringing back the cap for a full refund. I talked to ****** the district manager as I stated in my last response and my option was $750 or bring it back for refund. I said I will call the store and schedule a day. I showed up today to the store going to return the cap for a refund until I saw you response for the first time offering me 50% discount. I said that on the first cap and you, ****, rejected it and said you would build a second cap. I talked to ***** he called who he needed in ******* company. I spent another hour at the store waiting for an answer. He said they are waiting on a response from you, ****, because this is not being communicated to anyone there. ***** stated that a boss of his is waiting on a response *** from the ** at Leer so we can actually proceed. I agreed this morning with ***** on the 50% discount. This is the first time I have been offered that.  I really wish that you would communicate to others.  Also come to find out I am not the only one having these exact is***s as there were 3 caps delivered to the store at the same time and all 3 have is***s. **** is not doing quality control very well and is trying to put the blame on the customer. I really do not know where you are getting this information that you have said I have accepted offers and then rejected a full refund because they are not true at all. I am waiting on a response to be communicated from the ** now so that we can get this taken care of. 
  
  Sent from my iPhone
  

  
  

  Business Response

  Date: 10/23/2023

  I have reached out to the ** and should have a response soon

  Customer Answer

  Date: 10/24/2023

   I am rejecting this response because:
  
  I dont know why we have to go to the ** when whoever is responding and making the offer cant actually authorize it?  Why is this stuff not actually communicated down to the bottom that actually deal with it?  Sooner than later would be nice so I can fix it myself and use it like it is intended. As of right now I can not because even on dewy morning the inside gets wet and has ruined things. Sooner than later would be nice as last Tuesday it was authorized but now it isnt?  If it is not actually authorized dont put it in writing. 

  Business Response

  Date: 10/25/2023

  ******************, while I don't agree with some of what your responses are, I know ********* have or will be contacting you.  You mention you have X amount of hours in fixing the cap but that was your choice and I think somewhat exaggerated.  Not going to get into an argument over that but you have had many offers and it doesn't seem you want a resolution.  Please respond after ********* contacts you, thank you.

  Customer Answer

  Date: 10/25/2023

   I am rejecting this response because:
  
  Sorry this is ****************** not *******. I didnt say anything about fixing the cap. I have done nothing to fix it and now will not try to either. Yes I have that many hours into running back and forth to the store and trying to set up the inside of my truck and taking it back apart so the cap can be removed and installed. I do not live right across town from the store. It takes me 1 hour drive each direction so every time I have had to go to the store it is a 2hr round trip plus time there not including disassembling my truck so that it can be removed or installed. The district manager from ******* has contacted me and your 50% of my money back that you previously offered and I accepted you have now rescinded.  I have had that offer on the table since cap 1. You rejected my offer the first time and said build another. Now I am getting that this 50% is 50% of what ******* paid Leer not the total what I paid for it. That is 2 totally different things and that was never stated previous.  You are really only offering about ****%.  I really wish you would take the middle man so that this isnt a game of telephone cause we all know how that goes. I am unfortunately getting the same customer service from ******* that I am finding **** provides so the cap will be getting returned for a full refund.  I feel and wish this could have gone so much better from the beginning but I am understanding now a little more how your company works and how they really care about the consumer.  I will never be getting anything from **** or a ******* store again and will be letting everyone I talk to know how the situation went. Obviously the story I am getting from ******* is not the same what you are telling them and vise versa. If you would read the responses of what has been going on it is pretty clear what has been going on. I feel that both **** and ******* are at fault in this and neither care. 

  Business Response

  Date: 10/31/2023

  ****************** will be receiving a refund but our company and ********* made numerous attempts to satisfy him.  Recap below and we were never trying to "make ourselves" look good, we wanted this customer to be satisfied.  In manufacturing there is bound to be some mishaps which is unfortunate but there was no lack of trying. Thank you.

  To recap how we have attempted to satisfy the customer
  
  Issue was brought to our attention. We attempted to fix via warranty process. Issue was not fixed.
  We built the customer a second cap, same issue was present.
  We offered to switch out his aluminum DCC for a fiberglass RCC. Customer denied.
  Leer offered a 40% discount ($754) to the customer.
  When the customer was contacted about the discount, he now wanted a 75% discount.
  Due to offering the customer percentage discounts and not dollar discounts, this led to a misconception from the customer of how much they would receive. The customer believed it to be ****** of the purchase price, not the cost to *******.
  The customer was contacted and given two solutions. 1. A $750 discount and they keep the cover. 2. We return the cover and give him his money back.
  The customer contacted the store and informed them he would be returning the cap this week. 

   

  Customer Answer

  Date: 10/31/2023

   I am rejecting this response because:
  
  I have to say yes the cap is scheduled to get returned tomorrow morning. I will be taking a full purchase price refund back.  I did reject the fiberglass top as it is smaller and down not have the access like this cap does so it would not work for what I am using it for.  I was NEVER offered a 40% or $754 discount from Leer.  I asked about  as I was told an offer was suppose to come and it never did.  Yes there is a large misconception on discount back when you dont state exactly what the percentage is from.  If **** would have offered and spoken to me the first time this issue could have been resolved then but **** said no to begin with.  I will have to say whatever ******* has said that they have tried I have heard nothing about because from them all I have heard is it is Leers fault we have nothing to do with it. In the end ****** at ******* said ******* is going to do nothing to help satisfy the issue and take no responsibility in it.  I do have to say that obviously the issue I am having isnt just with mine and nothing seems to be done about it to correct the issue or check it out before leaving the facility.  I am sorry for your sake that you cant get it figured out or the people working for you just dont care to do their job.  After dealing so much Leer is not 100% at fault as I do believe ******* doesnt care and doesnt want to take any part of it. I just wish that a decent product could be made and trusted on the first time out of the factory. I do get there are mistakes but 3x for me and hearing that the same type of cap that came to the same store the same time mine did had to get sent back for the same issue would be unacceptable in my opinion. I hope you can get it figured out for your future.