ComplaintsforBestop, Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a soft top from Bestop package was delivered and had a missing part so I was not able to install the product. When I contacted customer service for help the woman on the other line was not helpful in anyway so I thought perhaps she was having a bad day so I requested to speak with someone else other than her for help and she refused to get anyone else for me to speak with. So I am forced to return the product due to missing part to properly install.

  Business response

  05/16/2024

  Hi ******,
  
  I hope you're doing well. I wanted to touch base with you about the recent issue with your order. After looking into the situation, it appears that our representative did everything according to our procedures in trying to get you the correct part. As per our warranty and return policy, when a part is sent incorrectly, we make sure to send you the correct part to complete your package. I understand that you were hoping for overnight shipping, but due to the high volume of orders during this peak season, service parts can take up to 3 business days to ship out. Even with overnight shipping, it would have still taken a few days due to the 3 business days for the part to leave the building.
  
  In regards to the incident where you felt our representative 'tisked' at you, the recording and transcript show that ******* simply cleared her throat. Our system has measures in place to detect any negative noises, and this call was not flagged for any such issue. *******, as one of our Leads, would be the person the phone call is escalated to, but she did try to locate either my manager or myself. When she checked with us, we were in a meeting but planned to return your call within the hour.
  
  We fully understand your frustrations about receiving an incomplete product. Our warranty and return policies clearly state that we will replace the part for you, and a return of the product would follow the same return policy as stated. When the return was requested, ******* explained the 20% processing fee on all returned items but was able to get the fee waived on your behalf ahead of time, going above and beyond what our policy states.
  
  We would have been glad to send you the correct part, but we are pleased that we were able to offer you a full refund for the product. We truly value your business and want to make sure you are completely satisfied with your experience. Let us know if there's anything else I can do to assist you. Thank you for your understanding and patience.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have two defective tops from bestop and they refuse to acknowledge that they have a manufacturing problem. They have put me through h*** for months blaming me for this issue instead of listening to me and looking at their product to see if there's a problem. They refuse to look. It started when i received the first top and was following the instructions installing the fabric part of the top to the header bar and was installing the screws into the holes in the s**** strip sewn on to the front of the top and just like the instructions said checked to see that everything was centered and it wasnt. So like anyone would do i called them. They just got upset that i would suggest something was wrong and i gave up and punched new holes where they should have been. A week later it rained and the tailgate bar leaked because it bowed away from the tailgate so i called to see if they have had problems and it quickly turned into them telling me i installed it wrong and after some arguing they realized there are other problems with that top so they decided to fit a top to ensure everything was in order and made me agree to except what they send me. I expected they would look to see the s**** strip was centered but the top the sent me has the same defect. The s**** strip that is sewn into the top to ensure the customer installs the top on the header bar is offcentered by 1/2 an inch and they installed the top onto the header offcentered sent it to me and insist it isnt offcentered. I have two clear examples. The s**** strip being offcentered is a major problem that affects the way the top fits. Whats so frustrating is they refuse to even look. They just blame the customer. Now i have to except defective product because they now refuse to work with me. The just told me the s**** strip isnt offcentered and we have to agree to disagree. Im sorry. The reality is the s**** strip is being sewn in offcentered at the factory and they need to do something about it period

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Prior to purchasing the product, I researched and contacted the company. I was told that there would be a tonneau cover available that I can switch out with the supertop for truck 2, full sized topper. I went ahead and ordered and paid for the full size topper on October 20th, 2023. I was never informed the product was back ordered until I called several weeks later. I finally received it at the end of November. It's now been 7 months since ordering this, with the understanding that a tonneau cover would be available, and I am way past their return window, because I waited, under false pretenses, for a product that still is not available. They still will not give an estimate as to when the tonneau cover will be available, leaving me with a $1300, inferior, full sized, full time topper, instead of the switchable toppers that I originally was told I would be able to have.

  Business response

  05/22/2024

  Hello *****,
  
  I trust you are doing well. I am reaching out to share some additional information about the Supertop for Truck and the Tonneau cover. I sincerely apologize for the delay in delivery, which was caused by a backorder on a part required for the Supertop for Truck. Our team always strives to fulfill orders promptly, but occasionally, material shortages can lead to unforeseen delays. Since your purchase, we have taken steps to enhance our website notification system to alert customers about backordered or low-stock items before they complete a purchase, aiming to prevent similar experiences in the future.
  
  Regarding the Tonneau cover, it typically comes with rails as part of the complete package. However, we have a kit that eliminates these rails, enabling you to utilize the same ones from the Supertop for Truck. The production of a cover for all Supertop for Truck models was paused recently due to various reasons such as sales, material availability, or design issues.While I am unable to provide specific details about the issue for the model you require, it is likely that we will eventually produce the cover you are seeking, even though it is not currently available for purchase, and we do not have a specific release date at this time.
  
  The Supertop for Truck is an excellent standalone product and can be used as intended. Although the Tonneau cover is not yet available for your specific truck, it does not impact the functionality of the topper currently installed on your vehicle. Therefore, we are unable to offer a refund for the topper, as it is fully operational.
  
  I also noticed that you purchased a product for a Jeep in the same order as the topper. To make amends for the inconvenience, I would like to offer you a 15% discount on your next purchase with either Bestop or Softopper. I hope this gesture demonstrates our commitment to restoring our relationship. Unfortunately, I do not have an item to send you currently. Thank you sincerely for your understanding.

  Customer response

  05/22/2024

   
  Complaint: 21694335
  
  I am rejecting this response because: I am not happy with the supertop for truck 2 as a full time topper, which is not what I intended it to be when I purchased it. I only wanted the flexibility of having a tonneau and a full topper when I needed a full sized topper. I could have ordered from a different company, but trusted Bestop when I was told the tonneau cover would be available. I would never have ordered a supertop for truck 2 if I wanted a full sized topper on my truck all the time. I would have bought a fiberglass topper if that was the case. The part for the Jeep came along with my order for some reason. I do not own a Jeep, so unless the tonneau cover for my truck is available, the 15% thing is pretty useless to me. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a soft top for my bronco and paid for installation. The install was done poorly and my top rattled. I contacted the installer immediately and they never replied back to help **** contacted bestop and they told me I was outside the window for someone to come out and fix my top despite me immediately trying to contact the installer and them ignoring my request.I emailed bestop photos per their request and received no reply for months. I emailed them again and still no reply or help.

  Business response

  03/13/2024

  Hello *****. I noticed that one of our Team Leads contacted you earlier today to assist you with your issue. I apologize for any communication difficulties you may have experienced. Our records show that you spoke to one of our representatives on January 8th, 2024, and she requested specific images from you, which were never received. On March 4th, 2024, we received your response containing the requested images. I have informed IT to investigate why your email failed to reach us. Since you last contacted us, we have responded to each of your emails within 24 hours. Moving forward, we will maintain this consistent level of communication.
  
  I understand that in a previous email, you mentioned that you would contact the BBB if we did not address your concerns. However, one of our Team Leads has been in contact with you since then, working on resolving your soft tops issues. I have also contacted Bestek, the company that installed your top. According to their records, they did not receive any contact from you after the installation until January of this year. I have negotiated a discounted fee of $75 with them to investigate the current issue or replace any necessary parts mentioned in CASE76702. As they are a separate company, we cannot adjust their 30-day policy, but I hope this discount helps.
  
  Our Team Lead will gather all the necessary information for our Quality team to determine a solution as soon as possible. Thank you for your patience and understanding.

  Customer response

  03/13/2024

   
  Complaint: 21422868
  
  I am rejecting this response because:

  I would prefer not to pay 75$ to have my top inspected under warranty. I sent a text message to the installer himself and he did not reply. 

  
  Sincerely,
  
  *********************

  Business response

  03/20/2024

  On March 19, 2024 at 11:20 AM, our Team Lead ******* noted that she had created a new product in SO74494 which includes a new Sunrider. We have also set up RMA37104 to arrange the return of your current top. You will receive an email from ***** with a shipping label for the return. Someone from Bestek will contact you shortly to schedule the installation of the new top.
  
  Please note that for all future purchases, our installers are private contractors through the company, Bestek. If you have any issues, you must contact ****** so that they are able to contact us to resolve the issue. The contractor can cease working for Bestek at any time, so it's important to keep them informed of any problems. If we are not notified of any issues, we have no way of rectifying the problem until it's brought to our attention within the time Bestek would have warrantied this installation.
  
  Where Bestop is absorbing the cost of this install, it will be the last install that we can do for you free of charge. We appreciate your understanding.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a besttop top from original buyer and best top won't warranty it because I'm second buyer the top should be warranted no matter who was original owner.

  Business response

  02/23/2024

  Hello *****. I finished reviewing CASE83042 thoroughly. I apologize for the difficulty you are having with your top. On February 19, we requested proof of purchase per our warranty policy: *****************************************************************. To make this easier to read, I have copied and pasted the portion of the warranty where we make this clear.
  "HOW TO GET SUPPORT
  The original proof of purchase for the product must accompany any warranty claim. To help track issues, all warranty requests will need to be submitted by the form below.
  Using the form below, please submit your proof of purchase, current shipping address, and a description of your issue along with images. Once submitted, you will be automatically emailed a CASE number to confirm it has been received. We will respond within 48 business hours. All claims must be within 30 days of the defect."
  When you responded on February 20, you reported to our representative "I don't have receipts my wife bought it for me she died in December 2022". At this time, we asked for the stickers on the box to go above and beyond to see if we could locate the original purchase on our side. When these images were received, Image "PXL_20240222_174052932" included a sticker with the original purchaser's name and address. We then could locate that order in our system, where we can see this was ordered through one of our distributors and all of the original purchaser information. In addition, on February 21, you reported to us the top purchase price, $895, below the ****** pricing allowed. All these details point to this top being purchased second-hand, which you confirmed in your email yesterday and this B.B.B. complaint. Using the same link above, I have copied the area of the warranty that makes it clear that the warranty is only for the original owner and not second-hand purchases:
  "The warranty applies to the original purchaser listed on the proof of purchase and is not transferable or assignable, including product included with a vehicle purchase. The warranty does not apply to any product bought from auction-style or price-bid websites, even when advertised as new or unopened (e.g., **************************************** Closeout and open-box purchases from third-party purchasers are also excluded from the warranty."
  I apologize that you did not fully understand our warranty before making your purchase and were not prepared to purchase the replacement part. I see that my representative did supply the part number needed. I would happily authorize a 15% discount off the price so we can get your top working again. I would also be happy to look into a discount for a full system; this way, you will have proof of purchase under your name, with a new, active warranty. Thank you. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Trektop NX for '06 Jeep Wrangler LJ 9/25/2020 through *************** online. August 2023, I called Bestop inquiring about a replacement strap to hold the back of my top to the strap to the tub of jeep. The rep told the straps cost $20, some odd dollars, so I ordered them. They arrived quickly, unfortunately the straps were the wrong side of the straps. I may have not explained it very well. The straps sent, go to the tub to meet the strap coming from the back part of the roof. I called again and asked about the correct straps and was told the roof portion of the top would need to be replaced. They don't make strap for that as they are sewn into the roof. But they'd give me a discount if I wanted to do that. I went on to explain that I just purchased the top 2-3 years ago and I was shocked the passenger side strap would just deteriorate like it had. The rep then ask me if I had a copy of the receipt, which I had. She told me that the top would be covered under warranty and just to go to the website and submit my receipt and information. Which I did. I was asked via email to submit pictures of the top and my jeep, which I did. A few days later i get another email stating that my roof is NOT covered under the warranty, it's every day wear and tear and I didn't take care of the top properly, due to the view of the "Bestop" decal peeling. But I can purchase a new top with the same discount i was offered before I submitted any information for a warranty claim. My problem is NOT a peeling decal, it's a top that is not usable, even though it's under warranty. I used the cleaner and conditioner that is sold by Bestop. Im amazed that my original soft top was still in great shape when I sold it a few months ago and it's 17 years old! I reside in *****, where the ******* are hot. When I was shopping for a new top, all my jeep friends recommended Bestop, said they make quality products that they stand behind. I'm not sure where they got that info.

  Business response

  12/06/2023

  Hello *****************  *** limited manufacturer's warranty on our product is for items that potentially were made incorrect in our facility, therefore cause issues with functioning or using the soft top.  Very similar to clothing, soft tops are made of fabric that need to be regularly washed and cared for.  *** logo on our tops and tshirt tag in Image 20231014_111852.jpg are sealed and tested to last years unless the top are not properly washed and cared for.  In your images, there is both mud and dirt in the fabric grains, especially in the straps that broke.  ***se straps deteriorated due to dirt sitting on them for too long, especially if this was in a dry, hot climate.  Bestop sells a care pack that we recommend to prevent issues like this from happening.  Where this is not an issue of a mis-manufactured part, the warranty does not cover this issue.  *** proof of purchase provided shows this top has been on the vehicle successfully since September of 2020.  Where the top is now over three years old, the evidence we are seeing is a lack of care of the top itself.  As offered by our agent, we are able to offer you a discount on replacing the top deck of 15%.  I am sorry that the warranty was not clear from the start and will work on making that more clear to our customers in the future. Thank you.

   

   

  Customer response

  12/07/2023

   
  Complaint: 20935185
  
  I am rejecting this response because:

  All I want is to repair the top that I  purchased.  I could care less about the issues that Bestop is bringing up as reasons not to honor their warranty. God forbid that there are reasons for the quality of the pictures, not to mention the fact that the pictures were taken almost 2.5 months AFTER the top was taken off the Jeep. The top was removed when the strap broke back in early August. You obviously can't use the top if it's not secured to the vehicle and running from the country to downtown ******* to work.  The pictures were taken after the top was taken to our storage unit as we were in the process of moving. I can't tell you what all the top was next to during the time that it was not on my jeep. You can see in one of the pictures that my jeep is obviously parked outside the roll top door of our storage unit. 

  Initially,  all I have wanted from the very beginning of this, is a way to REPAIR the strap that deteriorated. I DIDN'T ask for a new top, UNTIL I mentioned to the representative that I purchased the top in 2020 and she mentioned the warranty. 

  Honestly, from the very beginning of this, all I want is my ORIGINAL top to the repaired so I can actually use it. That's why I ordered straps when I first called in. Instead I'm debating this whole thing with y'all, and being forced to drive to work dealing with rain, or wearing a hoodie, 2 sweatshirts and a jacket with gloves and a ski hat when it's been in the 40's and 50's while driving back and forth on my over 50 mile commute to work because my only top with 3 perfect windows that can't be used. I have no other vehicle I can use.

  My jeep is my daily driver and I don't go mudding, or wheeling anywhere. What other options do I have? Run to Harbor Freight and get a tarp or two and try to fashion that into a makeshift roof? 

  I'd love for a better solution than your response of  "the strap can't be replaced, and I have no other choice to buy a new top." As a disabled first responder, who only works part time to make ends meet, I simply cannot afford a new replacement top with my $15.75/hr part time job and my disability check. I saved and planned to buy the first one and had money set aside for it. 

  Sincerely,
  
  ******************************************;

  Customer response

  12/08/2023

  The mere fact that the straps going from the roof, meeting a strap coming up from the tub are SEWN into the top portion and cannot be replaced without replacing the whole top is a horrible design flaw. I honestly feel that I shouldn't have to be penalized due to that fact. Obviously at some point the straps have some sort of issue, otherwise Bestop wouldn't sell the lower straps that come up from the tub to meet the roof straps. 

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Background, I had bought one of their products 2nd hand and it had a leaking issue. However frustrating to work with them it was the final outcome was the product was modified for newer applications. So I buy a new one, it arrives broken. I let them know, they send out a replacement. The replacement arrives and we install it. It leaks. Its the same issue I had with the one I bought 2nd hand that they told me had to do with the header, which was in-fact different than the initial one. But now thats its used its subject to a 20% restocking fee. They offered to troubleshoot it for me, but since the risk does not outweigh the reward Id prefer to just send it back. I called and spoke to someone who said Ill send a label and youll get a full refund. Then I got an email telling me I do apologize you are unhappy with the product. We are happy to work with you on getting the product to work correctly. Once the warranty has started we are unable to accept returns. Apparently the warranty began when the unit was replaced under warranty for inbound shipping damage. I want the full amount refunded. *** contacted Amex and placed the charge on hold.

  Business response

  11/30/2023

  We are working with this customer per our return policy, which is as follows:

  Our return policy applies only to purchases made directly from Bestop. Product purchased from a distributor or third-party retailer will be returned according to their return policy. Please contact your point of purchase for return support.
  You may return a Bestop product within 30 days of purchase, provided that the product is in its original packaging, and includes all original parts, components, and hardware. Items returned must be carefully packed, and in clean condition, with plastic windows protected from scratching and creasing.
  If the product has been opened or used, the return will be subject to a 20% processing fee. Products that are unopened and in NEW condition are not subject to a processing fee.
  Refunds will be applied to the original payment method that was used. Refunds are generally issued within ***** business days of Bestop receiving all returned goods. Your bank may require additional processing time to reflect the refund in your account.  If financed, please contact Affirm, Afterpay, or PayPal for their return process and any fees associated with the loan.

  The customer has been provided with a ***** return label and once the product has been received by Bestop and inspected by our ****************** to determine if it is in it's original packaging, and includes all original parts, components, and hardware in new condition, his return will be processed by our accounting team. This process can take ***** business days. The customer if fully aware of our return policy, as it was discussed with him in detail via email and phone conversations, and we are working with him, as we do with any customer who wishes to return their product within 30 days of purchase.

  Customer response

  11/30/2023

   
  Complaint: 20921307
  
  I am rejecting this response because: I had spoken to ************************* who had a label sent to me to return the product for a full return after speaking with the *** on my behalf.    The policy to require a 20% Restocking fee after installation is without merit as the only way to determine if an issue exists (Like the leaking my installation exhibited) requires that you install the product.  

  I have ***************************** word that my refund would be full and complete.  Fedex Tracking shows the package (************) will be delivered back to Bestop today (11/30/23).

  The item was shipped under the agreement of a full refund, I would hope after the first customer service rep told me they would also provide a full refund, which was followed by the email from customer service about policy, and consequently speaking with ****************** that Bestop didn't have me ship back under false pretenses.  

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  3/04/23, my fiancee and I ordered a soft top, seat covers, and doors for our **** Jeep. (Order # ****** $1776.66) after contacting Bestop for the proper top for our Jeep and hardware. There was almost a 2 month delay in receiving this order. Once we finally received our order I installed the soft top to find that the hardware I currently had was not working so I needed that too. I contacted Bestop to let them know what top and doors I had ordered to find out what hardware I need for my Jeep. I am not well versed in what fits so I trusted them. Not being in a dire situation since I live in the deep South where a top isn't necessary until late in the year, we finally ordered the hardware kit that was recommended by Bestop on 7/14/23 (Order # ****** $716.88) along with a Bikini top to use through the rest of the warm weather before I would have to put on the full top for the winter. Fast forward to October and we are finally forecast some cold weather in the South and it is now time to install the soft top. I begin installing the hardware (including the drilling of holes in my Jeep) and realize this doesn't seem to be a fit for the top I have. It also doesn't match up with the doors I ordered OR the factory doors I still have. In fact, the doors won't install correctly on my Jeep either. I contact Bestop and speak with a supervisor concerning my issue and am only offered a small discount to purchase yet another soft top that will fit the frame I have now that doesn't even work with the doors I have. I simply requested an exchange for the proper hardware for the top and doors, since they are what Bestop recommended to me, and I was denied because it is past 30 days and I don't know the name of the representative that helped me. (I even still have the box) Now I have a Jeep with extra holes in it with a misfit frame, *** doors, a soft top in my garage, poor quality seat covers, already discolored, and a Bikini top that I actually do love. All for just over $2500!

  Business response

  11/06/2023

  Hello ******!  Thank you for taking the time to talk with me last week.  Just to recap our conversation, since you only needed a few of the hardware parts for your current top to work, Bestop is sending you the bows and brackets you are needing.  Thank you so much for your understanding and have a great day!

  Customer response

  11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 23, 2018, I bought a new soft top for my Jeep from Bestop. I bought the "expensive" one because I wanted it to last. In 2021 (the top was approximately 3 years old) the back window started clouding and hardening up making it difficult to see out it. I contacted Bestop regarding a warranty replacement. I couldn't get anyone to help me and was basically ignored. It continued to get worse, so I reached out again in 10/2022, this time someone replied and asked me when a good time to call me would be. I gave them my cell phone number and again, nobody returned my call. It is now totally opaque and is literally a driving hazard, so I contacted them again. This time I was able to get ahold of someone (just called them and stayed on hold). The girl that originally spoke with me (******) was very condescending and refused to even consider that there may be a problem with their product. When asked to speak with her supervisor(******) she started out professional, but again she had the same attitude that it was not their product's fault. She told me that vinyl windows only have a 5 year lifespan - which is news to me considering I've never heard or encountered that before. This is my second Jeep, and my other tops last longer than 5 years - I don't live in a harsh environment. Another girl (*******) emailed me accusing me of not using the proper vinyl cleaner and that is why it fogged up. I never told them what I use, she just assumed - I use vinyl cleaner specifically for vinyl tops. I just got off the phone with them and the three women are standing firm together and would not let me escalate the issue, so this was my only option.

  Business response

  10/24/2023

  ******************** did contact Bestop requesting a warranty replacement of her 5-year-old rear window, but vinyl windows are not covered under our limited lifetime warranty. Vinyl windows are subject to wear and tear, UV rays, and weather conditions and are not covered by any manufacturers in the industry. We advise customers regarding proper care and treatment of windows on our website and offer a specific product to clean and protect the windows. We also direct customers to the following website: ********************************************************************, which states the following regarding soft top window care:

  You see, the suns ultraviolet rays (UV rays) are your soft tops worst enemy. Longterm exposure to UV causes the polymers in the window to break down and appear cloudy.
  Without a protectant, your windows will noticeably begin to fog or turn yellow. Using a UV protectant religiously and generously will significantly extend the life of your soft top and vinyl windows.
  It is important to use products made specifically for soft tops and vinyl or plastic windows.
  Other products (while often cheaper), contain harsh detergents and chemicals that will fog or discolor the windows. And, over time,common household cleaning & polishing products will strip the natural oils,******, and ultimately crack your Jeeps soft top and windows.

  As stated above, windows are not covered by Bestop's limited lifetime warranty.  Please see below for what is covered under warranty:

  COVERED PRODUCTS AND WARRANTY PERIODS: The warranty time periods are as follows for Products manufactured by Bestop:
  BESTOP LIMITED LIFETIME WARRANTY
  Trektop Pro Twill Fabric Top
  Trektop Ultra Twill Fabric Top
  Supertop Ultra Twill Fabric Top
  Supertop NX Twill Fabric Top
  Sunrider for Hardtop Twill Fabric Top
  Halftop Twill Fabric Top
  Halftop Conversion Kit Twill Fabric Top
  Replace-a-T op Twill Fabric Top
  Floor & Cargo Liners
  Trektop NX Glide Twill Fabric Top
  Trektop NX Plus Twill Fabric Top
  Trektop NX Twill Fabric Top
  Supertop for Truck 2 Twill Fabric
  EZFold Soft Tonneaus
  ZipRail Soft Tonneaus
  EZRoll Soft Tonneaus
  
  BESTOP 5-YEAR LIMITED WARRANTY
  Trektop NX Glide Top (non-Twill)
  Sunrider for Hardtop (non-Twill)
  Replace-a-Top Top (non-Twill)
  Trektop NX Plus Top (non-Twill)
  Sailcloth Replace-a-Top
  Trektop NX Top (non-Twill)
  Tigertop and Halftop
  SupertopNX Top (non-Twill)
  Sunrider Complete Soft Top
  Supertop Classic Soft Top
  EZ Fold Hard Tonneau
  Supertop for Truck
  Supertop for Truck 2
  
  BESTOP 3-YEAR/100K MILES LIMITED WARRANTY
  NX Trekstep, Side Mount
  Trekstep, Rear Mount

   

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a warranty claim back in July, 2023. Was told that there is a known defect and that they have to wait to ship me the new parts when available. They refused to give me a refund. 3 months later, i received the so called replacement parts. They right side was extended 1/2 inch while the left side was the exact same defect part that they are aware of and are shipping to customers. I again requested a refund and was denied even though they failed the address the warranty issue and are shipping defective parts to customers. I emailed customer service with pictures showing them the issue.. Not to mention it doesn't take 3 months to drill holes 1/2 further apart. my issue is still not resolved and I have a totally useless expensive top that didn't even last 7 months.

  Business response

  09/20/2023

  Hello *********  I first want to apologize for your experience with your Supertop for Truck.  Where this item was purchased through another company other than Bestop, I am unable to provide a refund but we are currently having our ****************** fit you a brand new top with both fabric and hardware.  We are then going to send you this exact model that we have fitted to you directly.  Thank you!

  Customer response

  09/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

*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. ↩