ComplaintsforBAK Industries

• Initial Complaint

  09/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to contact this company regarding warranty replacement. Its been several weeks and I have yet to hear anything.

  Customer response

  10/07/2024

  Hi,

  The company did contact me and resolve the issue. 
  
  Thank you

  ******

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I created a Support request at the beginning of this month and Ive also called twice. They have not responded. In the summer of 2021 I purchased model *****. SN ***************. And it is failing I have sent pictures to show multiple failures and I have yet to get a response. The cover as well within its five-year warranty. Originally was been happy with a replacement, but seeing the lack of response, Im now requesting a full refund. If youd like all the pictures simply look for my email the same email address that was provided with this complaint.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered a bed cover on April 20, 2024, numerous attempts to contact them to find out where it was went unanswered. Finally got a delivery notice. Problem with that was it went to *******, I'm in *******. My product finally arrived on July 1, 2024. It was missing 2 of the most important parts. I did finally get a hold of them. They sent replacements that arrived August 19, 2024. Everything appears functional. My issue is with the absolutely horizontal customer service, the 3 month wait to get an incomplete product and the month extra wait for the rest of the parts. This kind of customer service wouldn't be except able in a brick and mortar store or even with most internet stores.

  Customer response

  09/13/2024

  I have not heard from them either. There is another company involved in this matter. The Yota Garage. I apologize but I don't remember which one is the seller and which is the manufacturer. You might have better luck contacting them. Please contact me if you need more information. I will do my best to provide any information requested.

  Thank you for your time
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A rebranded (REV) Bakflip MX4 was shipped with my truck seperately. The cover was part of the sticker of the truck and contains a nasty scratch and dent in one of the panels… Likely shipping damage. Both GM and BAK have refused to warranty the cover. Everyone points fingers to someone else. 1. 2 different dealerships say I must contact the parts OEM. “REV Industries” doesn’t exist but the cover is from BAK. 2. BAK refused replaced and says I must contact GM. 3. GM support says I must contact dealer. I asked how the dealer is suppose to process the claim but received nothing. It’s a never ending circle. I just want the cover replaced. I am not sure what’s so difficult about this.

  Business response

  06/26/2023

  Please consider this email in further response to the below consumer complaint from Mr. ***********.  

   

  Upon review, we have since reached out to ******* ****, (the dealership which Mr. *********** initially worked with) to garner additional information. We were advised that Mr. *********** had not reached out to ******* Auto directly to submit a warranty claim or product warranty concern. Given this, ***** from ******* Auto reached out Mr. *********** directly to garner additional information. Upon result, we have since honored a replacement cover only to be provided to the customer as a courtesy replacement to ******* Auto.

   

  Further, we have reached out to Mr. *********** directly to provide an update. And a replacement order has been processed under confirmation REVWAR031395. This order is expected to ship from our facility within the next 2-4 business days, at most.

   

  We will continue to monitor this claim until confirmed as resolved to Mr. ***********’s satisfaction.

   

  Should you require additional information or simply have any questions, please feel free to contact me direct.

   

  Best Regards,

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Gator folding hardcover (made by Bak Industries) for my truck. When I installed it and when closing the cover it hits the prop rods and knocks them out of their holding clips. Also the drain adapters will not fit on the drain nipples on the cover therefore the water drains into the bed. I emailed all the photos Real truck wanted. They then replied that the problems with my cover had been passed on to Bak - I have not heard from them and my time for a return has almost expired..It needs corrected or replaced……….

  Business response

  06/15/2023

  Dear BBB Dispute Resolution Team:

  Please consider the following in response to Mr. ***** ******'s consumer complaint relative to his Gator truck bed cover to outfit his vehicle.
  
  We have since reached out to Mr. ****** directly to garner additional information to provide further assistance, and a timely and acceptable resolution to his initial product claim.
  
  All of us at BAK, Industries recognize the importance and value of providing optimal service and support to our customers… each and every day. We are eager to work with Mr. ****** and resolve this open claim to his satisfaction.
  
  Should you require additional information or simply have any questions, please feel free to contact me direct @ ************* ** *** ***** ********************************
  
  I look forward to hearing from you, as well as from Mr.******. 

  Respectfully,

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

  Customer response

  06/15/2023

  I have talked to BAK and am waiting on a replacement. As soon as I verify and install Ill get back yo you, Thanks

  Business response

  06/20/2023

  Dear BBB Dispute Resolution Team:
  
  Please consider the following in further response to Mr. ***** ******'s consumer complaint relative to his Gator truck bed cover as outfitted on his vehicle.
  
  We have since reached out to Mr. ****** directly and have reviewed all product concerns. As a result, we have provided a full replacement BAK MX4 truck bed cover to replace Mr. ******'s Gator truck bed cover to outfit his vehicle. While Mr. ****** accepted this resolution, we have asked that he reach out to us directly should he require anything further.
  
  At this time, we are hopeful this complaint has been resolved to Mr. ******'s satisfaction.
  
  Should you require additional information or simply have any questions, please feel free to contact me direct * ************* ** *** ***** ********************************

  Respectfully,

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

   

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a BAK-80339 - BAK Revolver X4s Tonneau Cover on 7/29/22. Per Bak, this is a “ premium option that offers dependable bed protection when cover is closed”. The cover does not provide dependable protection….it leaks water at all four corners during a rain. This makes the cover unreliable for storage of valuable items that can not get wet such as tools and tool boxes. When I called BAK to inform them of the issue they merely replied that some water leakage is likely with the in box rail system. I previously had to other vehicles that utilized BAK covers (BAK flip) and they experienced no water leakage and both were in box rail designs. The difference is that the previous covers had drainage tubes at the end of the rails. BAK claims that no drainage tubes are required with the Revolver series per a FAQ asking…are drainage tubes required…their answer “ No. The watertight OEM marine-grade vinyl and the EPDM seals are superior at shedding the water over the side of the truck, and at keeping water from getting into the bed.” i believe they are ignoring a design deficiency and have no easy fix due to their latching system integrated into the rails which makes drain tubes nearly impossible. I have had to install funnel like devices with drain tubes at all four corners to catch the water coming from the leaks.

  Business response

  10/17/2022

  Please consider this email, and the attached, in response to consumer complaint ID ******** *********** ********** *** ***** ***********

   

  Our company (BAK, Industries) will continue to work directly with *** ********** to further identify any and all concerns as it relates to our product… and help to provide a satisfactory resolution in a timely manner.

  Please consider the following in further response to *** ***** ************ consumer complaint relative to his BAK Revolver X4s truck bed cover to outfit his vehicle.

  We have since reached out to *** ********** directly and have reviewed all product concerns. Given this, we will be providing replacement components to (repair) and enhance *** ************ RX4s truck bed cover as currently installed on his vehicle. While *** ********** accepted this resolution, we have asked that he reach out to us directly should he require anything further.

  Please don’t hesitate to contact me should you require anything further.

   

  Best Regards,

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

*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. ↩