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:03/18/2025

  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 9.29.2024 for a set of truck side steps. Part of the purchase included a rebate. This rebate was filed on 10/22/2024 and approved on 10/31/2024. I was advised to wait 12 weeks for delivery of the rebate item. I followed up at the end of February and the beginning of March and was told it could be another 3-6 months for the rebate item to be shipped. The company *** who handles the rebate advised that in lieu of waiting any longer they would provide a gift card of $270. I accepted that offer and there has not been any communication since then even though I have followed up twice. Please provide what you promised which is a $270 gift card to your store. I am tired of chasing this rebate for over 5 months now. Thank you.

• Initial Complaint

  Date:01/19/2025

  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 steps for my truck and now one of the steps has broken. I contacted RealTruck in October ****************************************************************************** the replacement part in 4 to 6 weeks (reference order *******). I waited 7 weeks and then contacted real truck about my part and was told it would be 4 to 6 weeks which I asked why 4 more and was told that was just what was in the system but if they come in sooner they would ship them to me. I have contact them many times since and cannot get a return call of response to a trouble ticket. It is becoming increasingly harder from my mom who is 87 to get into my truck to go to her doctor appts. I am also 66 years old and need the steps to access the vehicle as well. I just want the replacement part delivered as promised. Thankyou.

  Business Response

  Date: 01/20/2025

  Hello from RealTruck,

  We appreciate your reaching out to our team.  We've been experiencing some issues within our Supply Chain, which has caused delays against a number of our **************** parts to customers.  For this, our sincere apologies.  These delays have caused an increased number of email contacts from customers, so we are behind getting to respond to all at this time. 

  Due to the continued delays with the replacement Linkage/Bracket needed by the customer, we have decided to upgrade the replacement order to include a brand new set of AMP Powersteps.  The customer may use the component(s) needed out of the box, and hold onto any additional components received.  This will allow the customer to replace any needs much more quickly, given our existing challenges. 

  Any defective part(s) removed from the vehicle may be safely discarded in the trash after new installation takes place.  Please let us know if you have any questions! 
  

  Customer Answer

  Date: 01/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** ******

• Initial Complaint

  Date:01/13/2025

  Type:Delivery 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 had purchased a *********** Tonneau Cover on 8-28-24 and had it professionally installed. The particular Tonneau cover I ordered had a One Time rebate of a free *********** Cargo Manager to be shipped to my address. I submitted my claim form on 8-29-24 and it was accepted by RealTruck as an approved claim on 9-10-24 as Claim #*****. The rebate claim stated 4-6 Weeks for delivery of the Cargo Manager. After 6 weeks, I called the Customer Rebate Status number listed on the website and was informed that due to unforeseen circumstances, the shipment would be delayed and the timeframe was increased to ***** weeks. That was acceptable and I understood. After 17 Weeks, I emailed the *********************** on 12-18-24 was told they have requested info and they would advise when they heard back. After not getting any further replies, I emailed again on 1-10-25 for the status and as of this writing still have not received any *********** order the same exact *********** Cargo Manager (CM-152) from RealTrucks website, The delivery states it would be shipped THE SAME DAY! I just want the product that was promised from the Rebate as it was approved by RealTruck. I am happy with the initial products I purchased but I am very disappointed with the lack of service and communication pertaining to this rebate.

  Business Response

  Date: 01/15/2025

  Hello from RealTruck,

  Thanks for reaching out to our team.  Your rebate Order # ******* was successfully entered, and shipped from our organization back on 01/12/2025.  This is expected to deliver under ***** # ************ on 01/16/2025. Our most sincere apologies for the delay in fulfillment, as we were awaiting inventory to arrive.  Let us know if you have any questions! 
  

  Customer Answer

  Date: 01/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** ******

• Initial Complaint

  Date:11/22/2024

  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.

  Placed an order on *************** in the amount described on November the 15th. Paid and money was withdrawn from my account the same day. Contacted through chat on *************** the following week as the status was still pending fulfillment. According to the website, this should have shipped within two business days. Was told that it should ship that day. Contacted them the next day same thing. After this received the following email information: We anticipate your Husky Liners Aeroskin II Bug Shield will be fulfilled on or before 1/3/2025. Once your product leaves the dock, we will send you an additional email with the shipment information as soon as it is made available.We anticipate your Husky Liners Outside ********* Profile Ventvisor will be fulfilled on or before 12/3/2024. Once your product leaves the dock, we will send you an additional email with the shipment information as soon as it is made available.After this I contacted *************** again and asked for a refund. They said they would issue a refund. Afterwards I got the following email:We will be contacting the warehouse to request cancellation of your order. Due to the speed of shipping items, please do not consider your order cancelled until we can confirm it hasn't already shipped.I contacted support again and said per the last email there is no way these are in the process of being shipped and I would like a refund. They said once they contacted the warehouse to verify that the item had not been shipped they would issue a refund in 3-5 days. They did not take the money in 3-5 days knowing they sold a product that was not in stock. I would like my refund issued. After talking to the support person I thought I had ordered from *************** but the support personnel was from realtruck. Very disappointed with the service.

  Business Response

  Date: 11/24/2024

  Hello from Husky Liners,

  Our most sincere apologies for the delays in shipping your order.  This is certainly not the standard we carry in communicating delays with orders by our team.  We are in the process of canceling your original order, and refunding the amount remaining open for your initial purchase.  Our team will be sharing you confirmation of the cancellation as soon as we return to office on Monday (11/25). 

  If you have any additional questions, please do not hesitate to contact us.  We will work quickly to assist you! 
  

• Initial Complaint

  Date:10/02/2024

  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 had purchased vent visors for my vehicle on 8/23/24. They never shipped my product and gave me the run around 3 times I called in requesting an update for my product to be delivered. I asked for a refund after not receiving my product 5 weeks later. They then issued a refund in the amount of $75.41 on 10/2/24 and said they do not refund the shipping cost which was $11.93 that I was not getting back. The product never shipped! There is no way they should be able to charge shipping when my product never shipped. Bad Business Practices!

  Business Response

  Date: 10/14/2024

  Hello from AVS/RealTruck,

  We appreciate your email.  The credit for the remaining shipping amount of $11.93 went into effect on 10/02, and this was confirmed with the customer.  The amount should show pending back in the customer's original account used within 2 - 10 business days, once the credit process has begun.  The process for full amount of the original purchase has been put into effect. 

  Please let us know if you have additional questions. 

  RealTruck SO# *******
  

• Initial Complaint

  Date:06/21/2024

  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.

  Many years ago, I purchased a set of Go Rhino SS nerf Bars for my 2010 RAM pickup truck. Recently, one of the steps on the nerf bar came loose and flew off the nerf bar. I contacted Real Truck and communicated with ***** in the warranty department and emailed him pictures of my nerf bar and dangling step.***** told me that he could not sale me a step but would send me a free replacement if I could show proof of purchase. I explained to ***** that my truck records were destroyed in hurricane *** around September 2022. It had been so many years that I no longer have checking account or credit card records. I asked Real Truck, **** that under the circumstances would Real Truck either sale or replace under warranty the step for my nerf bar and ***** communicated back with a negative. Nerf Bars are very expensive to replace and all I need is the plastic step.I am asking again for RealTruck, **** to re-consider its decision and as a minimum allow me to purchase some new steps for my GoRhino Nerf Bars. I will be pleased to furnish RealTruck, **** any additional information, measurements or pictures necessary for a positive resolution for my dilemma. Thank you and have a blessed day.Kindest regards,***************************

  Business Response

  Date: 06/23/2024

  Hello from Go Rhino!

  We appreciate your reaching out to our team.  Given the customers circumstances surrounding Hurricane *** causing the customer to lose access to his proof of purchase receipt, our team will reopen ******************** request in our system and continue reviewing the case.  We will reach out to our warehouse team to see if we have a replacement step pad with fasteners available to ship.  If these pieces are not available to ship (separately), we will take steps to replace the full set at no cost for the product to our customer. 

  We expect to be back in contact with Mr. ****** within the next few days to confirm how we expect to proceed.  Please let us know if you have any questions or additional concerns.  We are certainly here to support our customers! 

  Director of Customer Service

  Customer Answer

  Date: 06/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:05/07/2024

  Type:Delivery 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 on 4/8/24 and was charged $694.43 For a truck bed cover. After a week I inquired as to a tracking number. I was told the order was in process and could take ***** business days to ship. This is not noted anywhere on their website nor in any emails associated with this order. I let it go for a couple weeks and had to inquire again and again was told the order was in processing. I contacted this company numerous times via email and phone only to be told the same thing over and over. As of today at 3PM EST I still have no shipping confirmation and again was told they expect it to ship today. This is extremely poor business practice. I have alerted them to a ************************ Rule that all phone and online sales of products must ship within 30 days of payment, not 30 business days, they seem unaffected by this knowledge, the rule says they must offer a refund or negotiate with the consumer at the end of 30 days.

  Business Response

  Date: 05/09/2024

  Thank you for your feedback and we apologize for any delays or unmet expectations with your order experience.  Per our ******************* they have experienced unexpected delays associated with the clamps for the cover you had purchased which has ultimately delayed production times.  At this time they believe this could contribute to the cover not shipping until the end of May or early June.  Please reply at your convenience to your open support ticket to let us know if you wish to keep the order in place or if a refund would be suitable. 

  Customer Answer

  Date: 05/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:01/27/2024

  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.

  On 9/16/2023 I placed an online order (#HKY898031) and paid in full for a MATCHING set of Floor Liners for the ***** and BACK seats of my new vehicle. I received the ***** set on 10/27/2023. I still have not received the MATCHING REAR set. Every month I get another email with an "updated shipping date" for the following month. The company does not respond to emails or customer service form on their website.I am requesting a FULL REFUND for both the front and rear floor liners so I may purchase another MATCHING set. I will return the ***** set to the company at their expense.

  Business Response

  Date: 01/29/2024

  *****,
  
  
  We want to offer our most sincere apologies for the continued delays in your order being sent out. You've certainly been patient with us, as several of our SKUs have experienced significant delays when our manufacturing operation moved from ****** to Georgia.
  
  In no way is this an excuse to our dedicated customers who have been waiting for a high quality product. Unfortunately, part #***** is one of the several SKU numbers we have not been able to fill in a timely manner. Our last update has come and gone, and we were not able to make due on the expectations set for ourselves, as well as to you our customer. This is a major disappointment to us, as well as we can imagine for you.
  
  We have canceled this part ***** from your order and refunded your card for the full amount of the product.
  
  You will receive an e-mail later today directly from ***** with a prepaid label to return your item back to us. Once we receive the item back in our warehouse, we will refund your card for the full amount of purchase.
  
  Please feel free to contact me if you have any questions or concerns.
  

• Initial Complaint

  Date:01/23/2024

  Type:Product 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 sent the following to email ********************************** with product photos to the company Realruck after a conversation with one of the representatives on January 12, 2024;My name is *************************. I purchased this truck top for my husband for Christmas. I wanted to get it early enough to assure it would get here in time for Christmas. We went away from 12/26 to 1/3 for break week with the kids so he just got an opportunity to take a look and he said I got the wrong one to fit his vehicle. I first tried calling the number on the website was had to leave a voicemail. Today I called a different number I found for Corporate Contact ************ where I was told it was out of the window for return but given the holiday circumstances hed kindly submitted it for review asking that I respond with pictures and explanation for approval given the circumstances. The first picture shows a damaged box when they delivered it with my other mail leaving it outside and damaged. The other pictures are of the product unopened in my garage. I appreciate your review. I just dont know what to do because it wont fit the bed of his truck. Thank you and I look forward to hearing from you. ************************* ************ did not even give us any consideration, nor offer any remedy to the situation, including an exchange for the right top, or a return and refund. Theres no reason why they cant accept this product back.5177094 Description Bestop Supertop for Truck Bed Topper Date 11/25/2023 Status Delivered $971.99With two holidays Thanksgiving, and Christmas, including New Years I dont think the 30 day return policy should be warranted in this situation. Its not like Im well over the 30 days its just slightly over..Im requesting a full refund versus an exchange at this point says they have not even offered it, and simply rejected it initially no consideration.

• Initial Complaint

  Date:01/23/2024

  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.

  Bought a GTX roll up bed cover for my boyfriend's truck on 12/4/23. I wrapped it and gave it to him on Christmas. He didn't have a chance to put it on until 1/8/24. It was the wrong size. I called RealTruck to get an exchange for the right one. I was I formed that the refund window ended on 1/7/24!!! Wtf?! One day and you cant help me? Or was it one day because i wanted to exchange? Now I want a complete refund of my money. No exchange now.