ComplaintsforArizona Truck Outfitters

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  7/26/23 Ordered shell from the AZ Truck Outfitters ( 4-6 weeks for delivery from leer. 9/6/23 Received shell/ install 9/25/23 Stopped to resolve two issues. 1) The shell came with a slider front window that I didn't order as I told "Jerry" that my truck didn't have a slider window on the cab. 2) Both the windows have an interference fit and don't open and close well (the handle ripped the weatherstripping 1st time I used it because the door wouldn't close properly). 10/23/23 Called "Dave", Still no front window, but order due by 2nd week of October. 11/16/23 Jerry, called to inform me that Leer sent them the wrong front window that was due in mid October. 11/16/23 Jerry, called will order and replace. Sopped by to talk to Jerry and Dave they said they had the 2 new windows but not the front picture window. Was also told that Leer sent the wrong picture window 3 times.

  

  Business response

  03/25/2024

  Mr Schlack is 100% correct with his issues and timeline.....with the exception that the replacement front window that we have been waiting for for over 6 months, has been MIS-SENT by the manufacturer's new factory in Mexicali, Mexico SEVEN different times!!!!!  I have been completely dumbfounded by this and have conveyed my IMMENSE frustration with several different personnel at the California customer service center in Woodland, CA.  There is obviously communication issues between the ordering center in California and the new factory in Mexico.  I have even gone to the extent of ordering stock camper shells with the same front "picture window" that Mr Schlack needs!!  ALL THREE STOCK SHELLS CAME IN WRONG / THEY HAD THE SAME FRONT SLIDER THAT MR SCHLACK HAS.  As a side note, my invoices for all three stock shells showed (and charged me for) a front Picture Window - but all had sliders!!!

  I am equally frustrated and do not blame Mr Schlack in the least, for running out of patience.  Last week I sent photos and copies of ALL incorrect invoices to the factory showing them - that what they continue to send me - is INCORRECT......and I threatened to stop selling their products until this is resolved!

  I did receive Mr Schlacks replacement SIDE "windoors" and gave him the option of having those replaced anytime.....but he preferred to wait until the front window arrives, so that he makes one trip, which I agree with.  But that option is still open if he would at least like to have the side doors replaced.

  In 44 years of business.....I have never been so frustrated with a manufacturer as much as I am with this one. I am determined to get this resolved and will not stop until Mr Schlack is made whole.....PERIOD!

  Customer response

  03/25/2024

  
  Better Business Bureau:
  I've certainly tried to give the guys at Az.Truck Outfitters time to make this right, I think the blame rests with the manufacturer Leer. Hopefully they will send the right part asap now!
  I have reviewed the response made by the business in reference to complaint ID 21455236, 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,
  
  Chris Schlack
  
   
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Truck Tonneau cover from AZ Outfitters. Due to a recent accident that caused damage to the tonneau cover, it was brought to my attention the tonneau covered that had been originally ordered by the business (AZ Truck outfitters) was the wrong cover "model number" as my pick up truck had a step built into the tail gate. However the business ordered a configuration that was not made for a truck with a trail gate step, as a result the cover was mounted further to the rear to get it to close & somewhat fit. I was only made aware of this when the truck went in for repairs for the earlier mentioned cause. After discussing this with the owner Dave, I was advised his counter associate Jerry would put a quote together for full replacement. I was more than understanding someone messed up & was willing to cover the cost of another replacement, however due to the nature of how Jerry conducts himself & his unwillingness to contact the body shop involved to get payment clarification, I would now rather discuss other options on how this will be corrected fully by the business. I have already requested contact from Dave the owner twice. I have contacted ARE consumer affairs department @ 1-(866)-658-8376, however they directed me back to AZ Truck outfitter for order correction.

  

  Business response

  07/22/2023

  RECEIVING THIS COMPLAINT WAS QUITE THE SURPRISE.

  THE ISSUE FRANK HAD WITH MY EMPLOYEE WAS HANDLED IMMEDIATELY, UPON LEARNING OF IT, IN JANUARY 2022!!!!

  MR. FERNANDEZ WAS MADE WHOLE.  HIS DAMAGED COVER WAS REPLACED WITH A BRAND NEW COVER MARCH 10, 2022.

  MR. FERNANDEZ WAS, AND TO MY KNOWLEDGE, STILL IS 100% SATISFIED WITH IS NEW TONNEAU COVER ON HIS TRUCK.

   

  THIS IS OBVIOUSLY AN OLD COMPLAINT THAT GOT LOST INTERNALLY AT BBB....BECAUSE, I NEVER RECEIVED THE FIRST NOTICE 18 MONTHS AGO!!

  THEREFORE MY LACK OF RESPONSE. 

  WHY IT HAS RESURFACED NOW IS THE GREATER MYSTERY.

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