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:10/24/2025

  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 ordered rock sliders and a bull bar for my car from Main Line Overland in early August (order number *****). Only the bull bar arrived. I have contacted their customer service over 10 times and formally cancelled the remaining part of the order requesting a refund for the undelivered rock sliders after finding out the order was not processed correctly. After 3 weeks, the refund has not posted and I have never received any correspondence from Main Line regarding the refund or status update. I have been working with ****** and feel she is unable to resolve my problem. I have no trust in Main Line Overland, especially ******, and just want my money back for the undelivered merchandise.

  Business Response

  Date: 10/27/2025

  Customer's ******************** online order #***** was refunded for the amount of $2079.98 to his original payment method for the items he wished to cancel and related shipping charges. For additional information on timing of this refund appearing on their credit card statement the customer should reach out to their credit card company for additional information. 

  Customer Answer

  Date: 10/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Although vague and not acknowledging the cause which lead to the complaint, I find the resolution of full refund satisfactory. 
  
  Regards,
  
  ***** *****
  
  

• Initial Complaint

  Date:08/27/2025

  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.

  On April 18 2024 I purchased a SmartCap EVOa Adventure at $4,395 for my ****** Tundra. I had an issue with the side lock not latching right. I first assumed it was due to how I assembled the item. I tried to fix the lock issue for months but it still would not latch correctly. In March of 2025 I had paint peeling in spots around the smart cap. I decided then to contact Main Line Overland to get the lock and paint issue repaired under their warranty. On the product page they offer a 3 year comprehensive warranty provided on all parts and workmanship.I have sent multiple emails to this company asking for help. I did not receive a reply until July 11th 2025. They asked for pictures in their email so I replied back with the information they requested. Since July 11th I have not received a reply back from this company. I am requesting that they honor the warranty and at the very least send a lock to replace the bad lock and paint to repair the smart cap.

  Business Response

  Date: 09/11/2025

  Customer was contacted via phone and made aware that a serial number for the product in question was required in order to submit for warranty claim with ********. We had submitted the customer's initially provided information to the manufacturer. We followed up again with the manufacturer and they let us know the number the customer provided was a model number and they need an actual serial number. As discussed on the phone with the customer we requested he  send a photo of the serial number so we could submit the claim. Customer provided the photo and serial number and the claim was submitted. This is a product related issue and this claim now lies with ******** and resolution is at their discretion.

  SmartCap Website Warranty Information:

  "THREE YEAR LIMITED WARRANTY
  
  This limited warranty is extended by ************************** (********), a ************************** to the original purchaser of a SmartCap, SmartCap Bed Replacement System, or Accessory product.
  
  ******** warrants its products, when purchased from an Authorized Reseller, to be free from manufacturers defects for a period of three years from the date of purchase. During this period, ******** through its Authorized Reseller, will repair or replace at no expense to the limited warranty holder, any part found to be defective as a result of the manufacturing process (See HOW TO MAKE A CLAIM below).
  
  SmartCap does not warrant against defects resulting from improper assembly, installations, misuse, abuse, accidents, product modifications, negligence, or deterioration of the finish due to improper maintenance or exposure to chemicals and/or other unusual environmental conditions. This warranty does not extend in any respect to accessories or parts not produced by ******** and shall not extend to any consequential or incidental damages. This warranty is expressly in lieu of all other warranties expressed or implied, including the warranties of merchantability and fitness for a particular purpose and of all other obligations or liabilities on the part of ********. ******** neither assumes nor authorizes any other person to assume for it any other liability in connection with the sale of its products.
  
  Some states do not allow the exclusion or limitation of incidental or consequential damages, or limits on implied warranties, therefore the above limitations may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary from state to state. ******** does not warrant any products purchased from unauthorized resellers.
  
  HOW TO MAKE A CLAIM
  To make a claim under this warranty, the party claiming must notify the Authorized Reseller from whom the product was purchased of the defect or malfunction (you may call SmartCap directly at ************** if you require any assistance). The Authorized Reseller will inspect the product and consult SmartCap to be covered by its warranty. ******** will send the replacement part(s) necessary to correct the defect. If the problem is determined to be caused by improper assembly or installation, the Authorized Reseller, in accordance with his obligation to adhere to SmartCap's Authorized Reseller Agreement, will immediately rectify the problem.
  
  If you have purchased your SmartCap product through a mail order or online reseller, or any other outlet that excluded the service of installation and required you to perform the installation as a do-it-yourself installer, you may, at SmartCap's option, be required to return the defective parts, properly packaged and at your expense to ****************************** at the address found in our contact us page on this website (please include product I.D. number and a brief description of the problem). If the part or parts are found to be defective, the replacement part or parts will be returned to you at our expense.
  
  ******** maintains the highest possible standards of manufacturing and quality control. Accordingly, it expects its Authorized Reseller to adhere to a similar standard when assembling and installing its products and upholding this warranty. If you believe you have a defective product and encounter any difficulty obtaining satisfaction, please call us at **************  or email ***************************************************."

  
  

• Initial Complaint

  Date:06/08/2024

  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 placed an order 7 months ago and am still waiting on items. Business has been uncommunicative and won't respond to me.

  Business Response

  Date: 06/10/2024

  We reached out to the customer, ************, on 6/8/2024 before we were made aware of this complaint.  The last remaining item from his order that has not yet been received was a Roto-Pax Mount ($39.99).  We apologized for the delay and got a new unit sent out to his updated address.  Per our phone calls on 6/8/2024 and 6/10/2024 ************ has received this new shipment, and his order has been received in full. 

  Customer Answer

  Date: 06/10/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:03/25/2024

  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 purchased a product from mainline overland on October, 9 2023. I was told the product had a 3-month lead time and would ship in the first week of January 2024. I inquired about a shipping update with sales team in on December 27 2023. The response was that it will ship "sometime in January."I inquired again on January 11th. The response with time was: "it will ship out in about a month."I inquired again on February 26th, 2024. Now it has been delayed to the first week of April.At this point; February 29th 2024. I decided to cancel the order and get my money refunded. The salesman stated that he "put a requested into cancel the order."Today it is March 25, 2024, nearly a month after I canceled the order. I have emailed the sales team and the salesman I've been working with (***************************) each week to get an update. I have received no response. I called him last week and did speak to him; all he could tell me was that That he had requested the order to be canceled. I'm not asking for anything unusual. Just some common courtesy and my refund.

  Business Response

  Date: 03/28/2024

  The customer ordered an AFN bumper which was placed on back order. AFN is based in ********, and the importer we work with was not providing accurate information in terms of lead times. Production and shipping delays kept pushing the final delivery dates back when we would check ETA for the customer. After an extended wait the customer decided to cancel his order. We needed to reach out to AFNs importer to cancel the order and get the order refunded, as we were charged at time of order. This process took longer than expected as the importer was difficult to get ahold of. We confirmed the order was canceled and refunded. We then issued the customer a full refund (see attached refund receipt) without charging for transaction fees as is normally our cancelation policy and listed on all invoices. We apologize for poor experience this customer has had, and we are taking this into consideration when working with this company in the future. 

• Initial Complaint

  Date:11/01/2023

  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.

  On 9/11/23 we were quoted $1907.87 for ******* gas heater install on '23 ******** ********. The quote said 12 hours total labor for gas ******* heater install and we paid half that to reserve a spot in the garage. On an email update they said, "I spoke to my tech this morning, and he anticipates that this job will not complete until tomorrow—longer than anticipated, but there are several differences with the gas version of the ******** than the diesel, as I noted earlier with the lack of a quick tap, having to drop the tank, etc. "When we got our final invoice, the total was for $3443 from 20 hours of labor. They knew it was a gas sprinter and they would have to drop the gas tank and would have to tap the gas tank themselves and not be able to "plug and play" as they do with the diesel models. It is easily accessible information that the newer gas sprinters cannot be simply plugged into and require to be drilled and tapped. They also increased hours due to running the electrical wires back to my fuse box in rear of van when I told them there are wires that I've already routed that are easy to follow and will not require much time to route. They claimed splicing the wiring harness and extending it caused hours of labor which is a job I could do myself in 30 minutes to 1 hour and I am an ametuer. This company claims they are the best on the east coast but under quoted us for a total of $1536 above original quoted price of $1907 (over 75% increase) for a van and heater install they should have had all the knowledge on before giving me a quote.

  Business Response

  Date: 11/22/2023

  When this installation was originally estimated it did not include the removal of the fuel tank to install a fuel pick up for this customer supplied heater kit. Customer was originally estimated a standard install time of 12 hours based on the fuel tank using a ****** fuel quick tap, as noted in the estimate. The customer was told over the phone that if the fuel tank did not have the available quick tap that it would require dropping the tank and would add time to the installation. The vehicles fuel tank did not have a quick tap and as a result the fuel tank had to be dropped and a fuel pick up installed, which added additional time.
  

  The customer provided the heater kit for this installation and the provided kit was incomplete, thus adding additional time and materials. The estimating sales person also had no knowledge of this factor at the time the job was originally estimated.
  

  The ******** ********* have multiple variants and differences from model to model, coupling this with the fact that there were many changes ******** made for the 2023 sprinter model year, created unforeseen issues at time of estimation and labor deposit. MLO did contact the customer to let him know the additional time required to complete the installation.  
  
  Due to this being a gasoline powered heater, additional time and shop supplies were required for a safe installation.  MLO will not compromise customer safety or cut any corners on an installation especially when it involves the much lower flash point of gasoline vs. diesel. 

  
  

  Customer Answer

  Date: 11/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  When I initially spoke to your people about the quote, they asked the model of the van and I told them. I made it clear on the first phone call that it was a gas sprinter and you cannot use the ****** fuel tap, that you'll have to drop the tank and tap it yourself. That is the only reason I had you guys perform this work, as the tank drop is only difficult part for an ametuer to do with the install. $3500 is outrageous for the work you guys did knowing what model van it was before you even gave the first estimate of $1800. It is your fault for failing to realize with the information I gave you before the quote that this install would require more work than your typical diesel heater installs. When I told you on the initial phone call that it was a gas sprinter and that I don't want to do it myself because of the difficult fuel tap you should have given me an appropriate estimate for the work. Instead, you charged 84% over the initial estimate which is irresponsible and unethical. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 12/18/2023

  As initially stated, when this installation was originally estimated it did not include the removal of the fuel tank to install a fuel pick up for this customer supplied heater kit. Customer was originally estimated a standard install time of 12 hours based on the fuel tank using a ****** fuel quick tap, as noted in the estimate. The customer was told over the phone that if the fuel tank did not have the available quick tap that it would require dropping the tank and would add time to the installation. The vehicles fuel tank did not have a quick tap and as a result the fuel tank had to be dropped and a fuel pick up installed, which added additional time.
  
  The customer provided the heater kit for this installation and the provided kit was incomplete, thus adding additional time and materials. The estimating sales person also had no knowledge of this factor at the time the job was originally estimated.
  
  The ******** ********* have multiple variants and differences from model to model, coupling this with the fact that there were many changes ******** made for the 2023 sprinter model year, created unforeseen issues at time of estimation and labor deposit. MLO did contact the customer to let him know the additional time required to complete the installation.  
  
  Due to this being a gasoline powered heater, additional time and shop supplies were required for a safe installation.  MLO will not compromise customer safety or cut any corners on an installation especially when it involves the much lower flash point of gasoline vs. diesel.