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:02/13/2024

  Type:Sales and Advertising 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 have attempted to contact the company for questions and concerns about requesting an exchange or a refund. I have read their refund policy, and I have utilized the support contact email listed on their website, but that email is out of service. There is no phone number listed. I am willing to pay for the transportation of the return, but I cannot make any positive communication with anyone from the company. Based on the return guidelines, I would expect a discussion of options in order to facilitate any next steps as the consumer.I am asking for the company to return any requests for more information or situational authorization of a return OR and exchange when possible. I am not filing a complaint against the product, or the cost, I simply wish to use the product I purchased. The current item does not fit my jeep. I have not had any communication since December of 2023, and the person did not spell my name right, nor follow up for more details.

  Business Response

  Date: 02/13/2024

  Hi *******, We will be reaching out to you tomorrow to take care of the issue. We do apologize for the inconvenience. If you have any further communication, please email us at ****************************************** or email me directly, I will provide you with my direct email tomorrow morning. The ********************************** is not a working email; it was replaced a while ago. to streamline all emails to ******************************************. We do diligently go through email; however, as you know, email can sometimes not be delivered or end up in spam folders as well. I look forward to speaking with you tomorrow and getting this cleared up. As always, you may reach out to me at ************ and ask for me, ************* 

• Initial Complaint

  Date:07/29/2023

  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 purchased a roof rack online through Gobi in May 2023 for my 2022 Bronco based on the weight of their product listed as 50lbs in their technical datasheet. I paid $500.00 USD for a deposit and then $1895.00 USD for the balance. Once it arrived, I weighed it at 160- 170lbs. This was June 7, 2023. My vehicle tows a ****lb travel trailer and 170lbs puts me over my Gross Combined Weight Rating (GCWR). To use it would void my vehicle warranty and potentally lead to a life threatening situation if the overload causes failure of any critical vehicle suspension or drivetrain part. I do love their product and if it had weighed what they listed it as, I would have happily used it. Unfortunately, they mis-represented their product on their website.I had mutliple emails back and forth with a *********************** ********************************* and have kept a copy of all correspondence. He indicated they would find someone to purchase the product but that was several weeks ago. He has stopped responding to my emails.

  Business Response

  Date: 08/02/2023

  Dear *****,
  Thank you for your concerns regarding the weight of our Gobi roof rack for your 2022 Bronco. Our specifications list the weights of individual parts, not the entire assembly.
  Here's the breakdown:
  Bronco roof rack: 50 lbs.
  Bronco front light bar hoop: 20 *********** Bronco rear support bars: 10 ********** Bronco rear towers and hardware: 20 lbs
  The total comes to 100 lbs. Accessories can add more weight.
  We apologize for any confusion, but we clearly state this in our product information. All our sales are final due to these items being custom-built.
  We understand your concerns about exceeding your vehicle's GCWR. And as a show of good faith and going above and beyond our terms and conditions, we're actively assisting you by trying to find a buyer in your area for the rack. This process may take some time, and these are custom-made for each order. 
  
  We appreciate your understanding and patience, and we will stay in touch as we have been throughout this entire process since you first reached out to us.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20393859
  
  I am rejecting this response because:

  The product datasheet clearly states the product is 50 lbs. It is included as a previous attachment. I do appreciate that the business is stating that they are trying to find a buyer but that is taking too long and is not my responsibility to accommodate a mis-represented product. I am losing the 5% interest I could be making if that money  was in my money market account.  They can send a driver to come pick up their product and refund my money now.  Once they have their product, they are free to then take whatever time they need to resell it. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/28/2023

  We want to address your recent request for a full refund on the custom product you purchased from us. I understand your concerns and would like to provide you with a comprehensive explanation of our terms and the situation.
  As clearly stated in all email confirmations and documents related to your order, our policy stipulates that all sales are final due to the highly customized nature of our products. This policy was presented to you when you placed your order and agreed to our terms before providing payment information. These terms were reiterated upon order confirmation and also included in the commercial invoice provided to you before the order was released to the freight company.
  We acknowledge the scenario of you combining our custom roof rack with additional cargo. We have no control over the individual scenarios a consumer attempts to run, which, according to your claim in this case, exceeds the gross weight allowed by the transportation industry; however, it is important to note that our product's weight is as described on our marketing displays. Furthermore, we cannot assume responsibility for any other weight or cargo combined with our product, as our product was specifically designed to meet industry standards within its defined limits.
  Additionally, we understand your frustration and desire for a resolution. As a gesture of goodwill, we would like to offer you a final opportunity for resolution. You have the option to return the product to our facility at your own expense. Once received and inspected, we will process a refund for the cost of the product, deducting the original shipping cost. Please understand that we cannot accept the product's continued use in conjunction with other cargo while expecting a full refund. Furthermore, we cannot accept liability for any calculations pertaining to the maximum weight of cargo, given the tolerances involved.
  We appreciate your understanding of our position and the policies we have in place to ensure quality and fairness for all customers. If you choose to proceed with the return, please ensure that the product is in good condition and securely packaged to prevent any damage during transit.
  Thank you for your attention to this matter. If you have any further questions or require assistance with the return process, please do not hesitate to contact us.
  We will be uploading all the documentation where we fully state that "ALL SALES ARE FINAL." 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20393859
  
  I am rejecting this response because: I have now spoken with a lawyer and this company fraudulently mis-represented their product.  I ordered a product of a certain weight (based on the company's own online documentation) and they sent me something over 3 times heavier. So I did not get what I ordered.  That is clearly fraud and I will now litigate.  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/05/2023

  As identified in the attached photos, my weight is 168lbs. My weight while holding the rack at its center of gravity is *****lbs. The difference of ****lbs is the rack weight as received from the manufacturer. Please note that including all the parts and hardware needed to actually install and use the rack bumps this total to around 170lbs.