ComplaintsforRolling Big Power

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a set of RBP stealth power running boards for my 2016 Ram **** in 2020 the motors started going out on one side around a year ago (2022) and now the other side is shot too. I tried contacting customer service when the first side was dying and was told they were in the middle of being sold and they could not handle the claim and to call back in a couple of months. I did, repeatedly, they have changed their number or the number on their website is no longer good and they don't ************** it or answer emails or ******** messages or seller inquiries (done through Custom Offsets). Its pathetic that they still attempt to sell products but blatantly ignore numerous attempts to warranty or even allow me to replace broken products/parts.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i purchased their stealth steps this manufacturer makes for my pickup truck. well beginning of summer one of the frames that hold and move the step sheared off. i contacted them about the issue. they very nicely told me it was 100% a manufacturing defect and they would cover it. but they were currently backordered and would be available and sent to me middle of September (3 month wait at time) i told them that was fine i would make due. well September came towards end of September i emailed them asking for updates and got zero responses. then October came and i have left a message every week asking for updates unable to get a hold of any living person at the company leaving multiple numbers and points of contact to no response. now we are going into November and impending winter so i am at this point buying different steps for safety in winter. but company has completely blown me off and no response in over a month.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 set of wheel caps based on the look of the caps that I have for 4 years, turn out it was wrong because they changed the look. Their customer service named, ***** told me that I can come ANYTIME and have it exchange. However, I came to wrong time that he was on Zoom meeting and no one can assist me, so I decided to leave it for refund. Then later I discovered they charge me restocking fee for a products was wrong and they don't have replacement for 9 months. And ***** blame me that I came in wrong time and it is my fault so he decided to charge me re-stocking fee which is not fair conduct. They should be refund 100% for me wait at the front desk, and drove 35miles for something that they could provide assistance for.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/04/22) */ Hello, Thanks for your time and review. We try our best to offer our customers great service and great parts. Unfortunately, some things are out of our control but anyhow we try to have flexible policies where we can offer options to help our customers in most situations of satisfaction. In this event the customer ordered items from our online that are particular to fitment and fashion. In this instance we believe he made his purchase selections using fashion (look of the item) Unfortunately he did not consider that we list many items that look the size but are sized differently. Overall, the customer ordered the incorrect size. We have programs in place to help customers get the right part number for ordering and in situations like this we have flexible policies in place to help a customer that unknowingly makes a mistake. The policy here is all returns that are not a mistake from RBP or a warranty item have a 20% restocking fee and no credit given to the cost of original shipping fee. If the customer wants a different item (let's give an example they mistakenly bought the wrong size but still want that item.) As a customer service to help we will waive the re-stocking fees and the customer will just get charged the new shipping fees. In Mr ********'s situation he asked if he could come to our office to exchange the items. He was told that he could come by if he chooses. We advised him we are a warehouse and not a retail store, so this process is very unusual mostly we handle everything via shipping. Mr ******** happened to come by our office at a time when our sales staff was shorthanded, so he was asked to wait. After a while he was frustrated with the wait time and left but left the items for us to refund. (No exchange) We then processed his items right away as a return and not an exchange that would have given him the benefit of us waiving of the re-stocking fee. Mr ********'s return total was a refund of the items less 20% restocking fee and no credit for the original shipping fee because the issue was not a RBP mistake but a mistake on Mr ********. After Mr ******** received his credit, he called to complain. We again reviewed with him the exchange benefit we re-offered him versus the costs of a full return. We then again asked him if he wanted the right size item. If he did, we offered that would waive the re-stocking fee and apply that to the new shipping fees. After that he called us names and was uninterested in the items. Since he did not want the proper size item there was nothing to review. Mr ******** was clearly explained our policies and made the choice that best fit his needs at that time. We again offer to waive the restocking fee if the customer chooses to order the right size item. Best Regards, Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with customer service they told me they do not have correct one in stock and it is backordereed for a year. However, they have chrome one in stock and I told me I will come in to take it look to see if it is acceptable but they had me waited an hour. The front desk say only 10 min, then head their lunch hour and different front desk came and I ask about if customer service know if I am still here and she had no idea, and I called in on phone and another customer service say he can't leave his desk and watch the phone. The entire process is a joke and on Yelp they have very poor rating on customer services. And they should give me full refund. For one their website is confusing, two they didn't do anything for me when I am there, 3 if they don't have the correct in stock why are they charging my re stocking? Business Response /* (4000, 9, 2022/05/03) */ Hello, Thank you for your time and efforts to help resolve and help. We are glad to work with this customer and will re-offer the ability to get the restocking fee waived should they re-purchase the proper fitting caps. We feel we do a very good job identifying our items online. We have disclaimers for customers to re-check the sizing. For the customer to make a mistake we feel we've taken as many steps as possible to help. We then back that up with what we feel is good customer service options. This situation is unique as the customer wanted to avoid all fees and hand bring his mis-ordered items to us. We clearly let him know we are not a retail store. We are a shipping warehouse only bet we would gladly do our best to offer him the best assistance possible. After he left our building, he called again on the phone; not only was he irate he was very rude. Called me, our company, and our staff many names. I guess this was his attempt to bully us into giving him a refund. We calmly asked to the verbal assault to stop and went over his options to save him any fees. At this point he was refunded for all the items less 20% restocking fee and the original shipping fee. The mistake in ordering was not our fault. The customer rushed their purchase without looking at the possible notices and warnings and detailed size/fitment images. In the ability to give excellent customer service we will again offer the ability to get the restocking fee waived should he purchase new caps. We will gladly do this even though his treatment of us was rude and un-called for. We'll take the verbal beating and still be kind. If the customer chooses not to re-purchase, we feel that is great for him but we will not refund the restocking fee or the original shipping fee all of which is due to his error.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of power running boards for my kids truck less than a year ago. Their web site says "Stealth Power Running Boards feature two motor assemblies per side to ensure smooth, even mechanics even in sweltering, gritty, sandy, or freezing, salty, slushy conditions. RBP Stealth Power Running Boards are covered with a 5 year warranty - so you're covered, no matter what." I have sent photos and videos. They did send two replacement brackets and motors but all 4 of the brackets and motors are bad. They use a 16 Guage wire to hook to the battery to power the whole setup (which seems too small) and all 4 motors and brackets have given out. A couple will still slowly swing nearly full motion but won't keep up with the new brackets (that are a different design as well) I contacted them to let them know the other 2 brackets will need replaced as well and they claim the boards were not taken care of properly and that the motors need oil. Directly contradicting thier web site that says they work in a variety of conditions and no hassle 5 year warranty. They are refusing to honor thier warranty and refusing to refund for thier ****** product. I have a decent size fleet of work trucks with power boards and my wife has had several lincoln navigators with power boards. I typically get about 10 years and over 300,000 miles on a set of boards before I have issues (like one side sagging a little or opening slower than the front etc) we have used several factory dodge, Ford and Lincoln boards as well as some from Amp research. I liked the dual motor design that RBP offeres and really thought they were going to be nice. We are extremely disappointed in the poor performance and life span especially on my kids truck that gets washed much more than any of my trucks. And thier 5 year covered no matter what warranty is a complete sham. It is really sad how this company operates. People should know what theese guys are doing

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/07) */ Hello, We appreciate you and your review of this complaint. Mr ******** has only given you partial information. Orig purch of this item was 11/14/2019 He contacted us in early Dec 2021 where his son was having issues with the performance of the items. Very basic maintenance is crucial to keep the performance of the motorized boards working their best. Simple cleaning and simple lube. Similar to a bicycle chain or changing oil in the motor of a car. The better and more consistently the maintenance is done the item will last many more years than our warranty. In our contacts we reviewed the necessity of maintenance and went through the steps. He assured us that he performed all of the maintenance. We believed Mr ********'s claims and sent him warranty parts to replace the items he claimed were troubling him. Once he received the parts He sent us images of the items coming off his son's truck next to the new items and claimed there were more problems and needed more parts. In seeing the items that were taken off the vehicle we could clearly see that we had been duped. Mr ******** had not done any of the necessary maintenance and in fact the items were very heavily covered mud rocks and grime. I have attached images of the claimed faulty parts where Mr ******** placed our replacement parts directly next to. Once we saw the items coming of his son's truck we told Mr ******** we would not send him any more items until we could see he had cleaned and maintained the other items. His next response was to insult us versus our competitor and not take any responsibility that his son's actions and lack of care created the issue. We have dealt with Mr ******** in good faith and supplied him replacement items in value over $500. We also offered Mr ******** the ability to purchase over $500 in value items for $150 in order to complete all of the items he claimed to have issue with. The reason for this small charge was in lieu of him showing us that he had maintained the item. We believe our parts are still functional as they were when new. Mr ******** and his son just did not want to perform and basic cleaning and lube to keep the item working properly the first image attached will show our brand new piece next to the item he took off his son's truck. When you see the item removed you'll notice an extreme amount of mud and grime and even some small rocks. Then imagine how a hinge that is meant to pivot can work in that extreme. the second image will show you all of the parts taken off the truck next to the new parts sitting under Mr ********'s tool box. Again you'll notice 2pcs brand new and clean and 4pcs covered in mud an grime. We believe we have acted in good faith. We have supplied items where we were described and told that the customer was giving good care. Once we saw differently we took steps to prevent a fraudulent claim. We gave him the option to show us that he had maintained the item and an additional customer service option if he didn't want to show us. If you have any questions please feel free to contact me at ***********@rollingbigpower.com have a great day, ************ Director of Sales Rolling Big Power

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