ComplaintsforRack Attack

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction July 2, 2024. $894 paid for installation of roof rack on vehicle. After taking the vehicle home and inspecting the rack there was a great deal of scratching on the car roof. I contacted the business with pictures and they said this was not something they did. They informed me they video monitor all installs and footage could be pulled in 2-3 days to show me they did not cause the damage. I did not hear back from the business for over a week so I reached out about getting the footage of the install. They told me they were unable to get the footage but said they still had nothing to do with the damages. I sent them a photo of the roof prior to the install that was used for getting and estimate and they still said they did not cause the damages. I have a number of photos with scratching around right where the base of the rack was installed but they said none of the damage was within 6 inches of where they would make contact with the roof.I got an estimate from ****** on the cost of fixing the damages and it is ****** on each side of the vehicle.

  Business response

  07/19/2024

  *******,

  This is the only time since we opened this location in 2022, that we've had a claim of damaging a customer's roof, so this is the first time I've ever had to attempt to reference footage and apologize for not having that for this conversation. With this never having happened before, that also means we take this accusation very seriously.
  
  Our #1 priority during our installs is the state of our customer's vehicle. Between the three employees here at the ***** location, all of which are experienced installers, I am more than confident in our treatment of your vehicle and the precautions we took, that we take with all of our installs. Some things to bear in mind:

  During our initial walk-around of your vehicle, we noted the impact damage on the rear (passenger or driver) door-frame (at the top where the clamp sits) and markings around it.

   Door-clamp crossbars have specific locations to sit on the roof (which are referable in **** Racks instruction manual), and that is the only place we place any crossbars. Per your photos, those marks and scratches are all 6+ inches away from those locations.

  Placing crossbars on a naked roof vehicle is a 2-man job with one person on either end, slowly lowering the crossbars down until the padded rubber feet make contact with the roof. At least one hand is on either side at all times, making it impossible for the bar to fall during install. Belt buckles, knives, and any metal objects are tucked away or stuffed inside pockets, tools are kept either in hand or on a bench behind us away from the vehicle.

  While it is standard procedure to take pictures of any potentially disputable damage on a customer's vehicle, before installation, this is not something we do for vehicles with readily apparent damage, such as large patches of rust, missing headlights, or large areas of impact damage as seen on one of your rear doors near the top of the door frame.

  There are numerous reasons for us to take responsibility for any damage done to a customer's vehicle while they're with us, and should that have been the case here we would not hesitate to get you taken care of. In this case, all three of our installers, which were either a part of or witnessing this install, can confirm the only actions done to your vehicle were placing the crossbars in specific locations and tightening the bolts, and that your vehicle left our garage in the same condition it entered in.

  This process has brought to light the importance of installation footage and open communication with our customers about the entire state of their vehicle when it enters our garage, so for that I humbly apologize. This has caused an inconvenience to you and your experience with us. I cannot explain any better my surety that I, as the lead installer on your vehicle, did not damage your vehicle and adhered to Rack Attack's strict installation policies. For this reason Rack Attack will not be paying for any damage your roof has, as it was there prior to entering Rack Attack's garage. However, for the inconvenience of not having footage and not bringing your roof's damage to your attention, I'm more than happy to offer you a full refund of your installation of $125, and free installation of your next product purchased with Rack Attack in the future, monitored by yourself, as offered in a previous conversation, to provide clarity on how we treat vehicles while they're with us.

  Best Regards,

  ******* S

  Regional Manager

  Customer response

  07/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  *******, 
  
  
  I have pre install photos of the roof that were sent for estimates and there was no scratches on the roof at that time. I also think there would be a huge difference in readily apparent damage and damage in the area of where you are doing the install. Since these pre existing damages where never brought to my attention and I and my wife have never seen them until exactly following the install, I find it impossible to believe they were not caused during the install. 
  
  
  There should have been some kind of documented proof or paper trail that you were not the cause of all these damages. Just because you say now that you and two other employees of the company saw it does not make it truth. Also those photos have marks well within 6 inches so that is completely false. 
  
  
  I think because of the lack any communication, documentation, or proof it is fairly obvious that you are responsible for some if not all of these damages. I appreciate your offer to refund the install but that does not come close to the amount of damage caused to the vehicle therefore, I would like for you to pay for the damage to the vehicle. 

  
  Regards,

  *******

   

   

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