Complaints

This profile includes complaints for Bestop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bestop, Inc.

  333 Centennial Pkwy STE B Louisville, CO 80027-1269

• 

  Bestop, Inc.

  2100 W Midway Blvd. Broomfield, CO 80020

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:04/25/2025

  Type:Service or Repair 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 Bestop Sunrider for JK on 3/26/2025. The product arrived with defective parts. I have been working with Bestop since 3/26/25 to no avail to get these replacement parts. You'd think if an item you spent over 700 dollars on was broken, and no parts were available due to manufacturing issues on their end, that they'd send a replacement kit. I was promised parts would be delivered last Friday 4/18, via ***** Overnight from the facility in ******, MX but nothing arrived at my address.This company has failed to uphold their warranty obligations, and has strung me along for a month, with promises of parts that never arrive.

  Business Response

  Date: 04/28/2025

  We worked directly with the customer via our warranty process and sent him a new ******** and upgraded him from our black diamond material that he had purchased through ****** to our twill material, which carries a 5 year limited warranty versus a 3 year limited warranty for the black diamond material. We communicated with the customer via email and over the phone and he was fully satisfied with the resolution.

  Customer Answer

  Date: 04/28/2025

   
  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

  Date:04/07/2025

  Type:Service or Repair 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 purchased a ******** from Bestop and paid for installation. I entered my address and it was confirmed they had an installer in my area, this was not true. There is not an installer in my area so they outsourced. One of the options was a shop 5 minutes from me and the other was not even in my town and would cost me a days work to go. I told Bestop that was unacceptable and they need to pay the shop next to me, it is not my problem they said there was an installer in the area and now that they have to outsource it is going to cost them more. I paid $1,196.78 for a Sunrider that is supposed to be installed and Bestop needs to honor that.

  Business Response

  Date: 04/08/2025

   In relation to our installation services, we prioritize utilizing shops that are affiliated with Bestop and are recognized as authorized Bestop installers. Regrettably, the shop selected by ***** is not part of our approved network. Our team at Bestek diligently contacted several nearby shops, and the one we recommended was approximately 35 to 40 minutes away; however, it was the sole shop that agreed to undertake her installation. We provided ***** with the relevant information regarding this shop, but she declined the offer and requested a refund for the installation service. I would like to confirm that the refund has already been processed, and she can expect to see the chargeback reflected in her account within a few business days. We have taken all reasonable measures to assist her. Although ***** indicated that a shop was located within five minutes of her location, that particular shop is not authorized within our network. Should she choose to utilize their services, it will be her responsibility to cover their labor costs, as we have already issued the refund.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23172512
  
  I am rejecting this response because:

  You promised installation of my Sunrider top in my town, not one 45 minutes away. I bought a ******** top for $900.00 under the pretext that it would be installed locally. It is not my fault you gave false representation. Also, I did not pick the shop here locally, that was the only one your company could find to do the work. You need to follow through and provide the installation locally as promised.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:04/02/2025

  Type:Product 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 purchased a replacement rear vinyl window part from Bestop online on Feb. 11, 2025, after having emailed and called the company multiple times over multiple weeks seeking additional details to enable confirmation that the replacement part would fit my vehicle. (Order# SO374584; Total cost paid $95.66)The part was not listed on their website or in their catalogue, so I requested dimensions, photos and install instructions to ensure fitment prior to buying. They refused to provide those details, and stated that based on the year, make and model of my vehicle, the part should fit. I also specifically asked via email and during a phone call whether the part shipped with the zippers, as those are necessary components for the window to work correctly. They replied via email on Feb. 03, and during a phone call Feb. 03, that the replacement window DID include zippers. I thus based my decision to purchase on the company's assurances about its fit and inclusion of zippers.When the part arrived on Feb. 14 I saw it included only one zipper slider. I emailed the company the same day to request assistance correcting the problem. After several additional calls and emails to the company over the next days, the company's ***** finally informed me via email on Feb. 20 that they had learned from their internal product team that the part ships with only one zipper slider. They also sent photos intending to detail the presence of one zipper.This complaint arises from the fact that: (1) the company informed me this was the part I needed; (2) prior to buying, I specifically asked the company whether it included zipper sliders, to which they assured me that it DID, but the replacement window arrived with only one zipper slider; (4) they refused to provide requested details like photos or install instructions for me to assess prior to buying, but sent photos of the part to me after I had purchased; (5) they refused to refund the amount I paid despite their inaccuracies.

  Business Response

  Date: 04/02/2025

  Hello,

  The customer originally called our customer service line on February 3, February 5, and February 7 to confirm his vehicles year, make, and model. During these calls, our representatives asked all the necessary questions regarding the Softopper for his truck. For our piece parts, customers must call us, as we do not list all small parts on our website, and all sales on these items are final. This policy requires customers to reach out directly so we can ensure they receive the correct part. To assist the customer, we coordinated with our quality and engineering teams. Our quality manager took the time to create a PowerPoint presentation of our windows for him. The customer was under the impression that his previous window had only sliders. However, we explained that all of our windows must have one slider and one zipper on each side. We requested that he send photos of his existing windows to help us visualize what he had, but he refused to send the images via text or email. We created a new sales order for him under document number ********. As of today, we are still waiting for him to send the photos we requested to confirm that the item on the order is correct before shipping. A confirmation email was sent on February 20, 2025, and the order remains on hold as we have not heard back from ******.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23149158
  
  I am rejecting this response because:

  The business in their response did not actually respond to the substantive reason for my complaint; namely, that they misinformed me about the inclusion of zippers in the replacement window part when I specifically stated that these would be needed.  Posing this and other questions prior to purchasing was part of the due diligence I was performing to ensure the replacement part they recommended would, in fact, work for my needs.  As documented already, I asked via email and during phone calls whether zippers would be included.  They responded in both formats that they would be. 

  The business's assertion about me sending them photos of my vehicle is an irrelevant distraction - one that I believe is intended to waste more of my time in the hope I cease - out of frustration - my efforts to obtain redress.  Photos would only show what I explained to them prior to purchasing, i.e., that I required zipper sliders be included with the part.  They assured me it would.

  The response from Bestop more generally contains irrelevant statements intended to distract and mislead from this core issue.  For instance, it states: "For our piece parts, customers must call us, as we do not list all small parts on our website".  Indeed, I did call several times seeking clarification about the item, prior to purchasing, because details about it were not available online.  At the same time, however, Bestop does offer other similar replacement window items for sale on their website.  The replacement side windows for the same topper ARE available on their site, and in their catalogue, where they include photos of the part.  The lack of details and / or photos for this replacement rear window part are an intentional business choice, one that forces the customer to rely on what the ********************** representative says over the phone, which in my case was inaccurate and has resulted directly in me purchasing a part that does not work as needed.

  Moreover, when Bestop's representative sent me a file attachment with photos, it was after I had purchased the item, received it, and contacted them because it was not as described.  Prior to purchasing, I had requested photos or other details as part of my due diligence.  They responded that, for reasons that varied from proprietary information to lack of wherewithal, they could not share those details.  But after I had purchased the part, they provided photos, seemingly to prove that the replacement window never had the zippers they had assured me it would.

  Based on these facts, I cannot accept the business's response.  I was misled into buying a part that does not work for my needs.  A refund for the purchase amount is the only valid remedy in this matter.
  

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

  Business Response

  Date: 04/08/2025

  Hello,

  As previously stated, we request photographs to ensure that we are supplying our customers with the correct items, specifically a Bestop product, given that many other companies offer soft top canopies. After thoroughly reviewing prior communications from the customer and considering the information provided during the telephone discussions, we identified the appropriate window for the vehicle's year, make, model, and the Supertop for the Truck in question.
  
  Upon the customer's assertion that the window was incorrect and incompatible with his vehicle, we engaged our quality supervisor to conduct a review, which confirmed that all details were accurate. The customer informed us that he is the second owner of this top, indicating the possibility that the original owner may have made modifications. This is why we requested that the customer provide photographs of both the top deck and rear window for verification; however, he declined to cooperate.
  
  We are fully prepared to assist the customer in obtaining the correct window; however, we require the submission of photographs for confirmation in order to proceed effectively.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23149158
  
  I am rejecting this response because:

  Again, as stated and documented previously, Bestop's staff incorrectly assured me prior to purchase that the replacement window would include zippers.  I purchased based on their assurances.  The business in their response - again - ignores this core discrepancy between their assurances and the reality of what they delivered.

  They refused my requests for additional details or photos prior to purchase, but produced and shared photos AFTER I had purchased the item.

  Photos of my vehicle and topper are a red ******* here; they would not help resolve the problem.  Photos are not in any way necessary for the business to do the right thing because I have previously communicated to the company that the window fits, but lacks the second zipper slider.  Bestop therefore already knows the parameters of the replacement window needed; that is, the same as I already purchased and paid for, but with two zipper sliders - one per side. 

  It seems Bestop's staff only made an effort to confirm whether their replacement windows ship with two or one zippers AFTER they assured me there would be two and I complained because what I received included only one.  This appears to me a violation of the principle of Implied Warranty - Fitness for Purpose.  Despite their attempts to distract from it, the facts show the business did not deliver a product that performed the function for which I purchased, and for which I relied upon their assurances.  Regardless whether this occurred by intentional deception by the business or ignorance and incompetence by Bestop's staff, the onus for resolving is on the business.  The business may wish to review C.R.S. 4-2-315.

  If they do not have replacement windows that include two zipper sliders, then a refund for the purchase price is the only acceptable resolution.  If the business wants returned the item they sent to me, I will happily ship it back to them upon receipt of a prepaid shipping method.

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

  Business Response

  Date: 05/02/2025

  Hello,

  I would like to clarify that all variants of our Supertop for Trucks, whether in the first or second generation, will consistently feature zippers. As previously communicated to the customer, we do not provide any zipper-less window options.
  
  Specifically, on the left side of the back window, there is a zipper slider (female side), while the left side of the top deck fabric incorporates a zipper pin (male side). Conversely, the right side of the back window contains the zipper pin (male side), and the right side of the top deck is equipped with a zipper slider (female side). This configuration is uniform across all of our Supertop for Trucks.
  
  Should the customer assert that their product includes only slider windows, this would indicate that they possess a different aftermarket topper rather than a Bestop product. Consequently, we have been requesting photographs from the customer to verify this; however, they have not yet provided any.
  
  We have an order prepared for dispatch, but we require photographs of the window currently installed in order to confirm compatibility before proceeding with the shipment.

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising 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.

  On 10/30/24, I purchased two items from ************, a light bar and a ditch light kit. The order number is ******. On 10/31/24, I sent a message through the ************ website requesting my order be canceled. I left town and when I returned a few weeks later I checked on my refund and it hadnt been processed. I called Baja Designs on 11/25/24 and spoke with ****** ******* and she informed me that my ditch lights had been delivered already and my light bar had not been shipped. I requested the light bar be canceled. I informed ****** that I didnt receive the ditch lights and she told me she could send me a replacement but since I requested a refund, she would have to clear it with her supervisor, **** ********. I had called numerous times between 11/25 and 12/12 trying to get into contact with **** and finally on 12/12, I was able to speak to **** over the phone and explain the situation. He looked into finding my email on 10/31 requesting my order be canceled. He was able to source the email and on 12/17/24, he informed me via email that I would be receiving a refund for the missing ditch light kit. On 12/27, I reached out to Baja Designs via email and I have received no response. I have called numerous times asking what the status of my refund is and the company will not give me an answer. I have also emailed them with no response. All I am requesting is the refund that I was promised.

  Business Response

  Date: 02/05/2025

  This complaint is not for Bestop, but for Baja Designs. We spoke with the *********** customer service team and they verified that the customer has already been refunded the full amount by their accounting department.

  Customer Answer

  Date: 02/06/2025

  
  Complaint: 22885721
  
  
  I appreciate you contacting ************. They will not respond to me as you can see in the call history. I understand this complaint is for ************; however, was billed under Bestop which is why this complaint is directed towards you. Would you be able to provide documentation that it was refunded? My order history on their website indicates no action was taken since 11/25/24 and it was only partially refunded. Thank you for assisting me in resolving this issue. 
  
  
  Sincerely,
  
  
  **** ******
  

  Customer Answer

  Date: 02/12/2025

  I have received my refund. 

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair 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.

  Purchased May 27, 2024. Price $1223.43. They provided me with a soft top cap for the my truck box on a **** F150 5.5' ****** took me a while to find the time to install the product. Once I did I had issues with the side zip in windows not be tight enough and staying in the side rails. Plus, there were holes in the top rear of both sides which obviously did not seal and leak. When towing my RV the with the side windows not sealed the rear window would blow out of its bracket,Bestop sent extension parts to fix the issue. Had to insist they sent the exact same parts that were in their product. Eventually sent the correct ones. I installed them, but it created another issue. And really did not fix the original issues. Now there is a half in gap at the cab end that leaks. The holes at the top rear of both side windows are still there and leak. The side windows still really are not tight. Once I get back to the hot summer weather they will be just as loose as before. I have asked to fix, replace, or refund this product. Last response was a few weeks ago telling me to be patient. I think I have been very patient trying to deal with them. At times it did not seem like they were really listening to issues with the product. An email chain does exist of my contact with them.

  Business Response

  Date: 12/06/2024

  Greetings,

  We regret to learn that the Supertop for Truck 2 did not work you for you. Upon reviewing your case, we note that the last communication between you and Bestop occurred on December 2, 2024, as documented in CASE119941. During this correspondence, we confirmed your refund and permitted you to retain the product without imposing any deductions.
  
  The full refund amount of $1,223.43 was processed on December 2, 2024. Please allow approximately 7 to *************************************************** your bank account, contingent upon your bank's processing of the chargeback.
  
  We have made significant efforts to address your issue. The delay in our communication was attributable to the involvement of our quality department, which conducts thorough testing in our warehouse. We aimed to ensure that we provided a well-founded solution before updating you. I understand that our proposed resolution did not align with your expectations, which is why we ultimately decided to issue a full refund for the order.

  Customer Answer

  Date: 12/08/2024

   
  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

  Date:11/07/2024

  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.

  10-14-23 ******* *** purchased a jeep top from this company and had nothing but issues. Top was installed by a Jeep store. One was addressed at the beginning of installation that the side window was crooked. Second was the rear glass fell off going down the road after 4K miles of use. The company will not stand behind their product and claims I have to purchase a whole new rear window that Ive already paid for.

  Business Response

  Date: 11/14/2024

  Hello *******,

  After conducting a thorough review of the case submitted by ** Land, I observed that the proof of purchase indicates the acquisition of this top on October 14, 2023, subsequent to the installation services. Given that the top has been installed for a duration of one year and that the rear window detached while driving one week ago, this particular issue does not fall under the scope of our warranty. Our warranty exclusively covers manufacturing defects, which are typically identified during installation or within the initial 30 days of usage.
  
  You have indicated that the side window was misaligned during installation; however, I find no documentation from either the installation shop or from yourself regarding this issue. The only relevant record I located was from February 2024, which detailed complaints about rattling window carriers. This issue was addressed by rectifying the installation, as it was determined that the window carriers had been installed incorrectly. Following our guidance to amend these installations, there has been no subsequent communication until recently.
  
  Upon receiving notification from ******* regarding the dislodged rear window, he submitted photographs that clearly demonstrated the hinges supporting the window had been disassembled. As a result, we must respectfully deny your warranty claim for the following reason: The hinges for the windows are pre-assembled at our manufacturing facility, and the screws are secured with adhesive to prevent dislodgment or movement. Any modifications made by you to the window have consequently voided the warranty.
  
  We acknowledge your need for a replacement rear window and are prepared to extend an offer of a 20% discount on the purchase of a new window, which represents the maximum discount available at Bestop.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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.

  Purchased Supertop UltraTM Squareback Soft Top - Jeep 2018-Current Wrangler JL; 4-Door SKU: ******* for my wife. Had the top professionally installed using Bestop services (Bestek).A few days ago we noticed that the top is starting to rub, the seams are tearing, and soon holes will be in both sides of the top. Took multiple pictures and filed a warranty case: CASE132705 They denied my case claiming that the damage was my fault, not a manufacturer's defect. During the call placed on 11:41 EST Tues Oct 19, 2024 (with ********) I was told that I needed (should have known?) to "train the top" to fold in a different direction as per the installation instructions.I was given reference to Section 18, Step 1 as an example. Reading this section, there is no mention of how to fold the top, or train the top, or anything that even resembles that I had to know something special to prevent the top from folding as it does "as designed" naturally.If you see the pictures where it rests on the support bar (inside_left, inside_right), and folds like stacked towels, I should have known to push the fabric out and backwards like a parachute, and stack it the opposite way. I reminded them that I had the top professionally installed by their *************** asked if I should have been told this. They said yes, but unfortunately they are not responsible.Politely I was told how I can possibly fix it by hopefully retraining the top, or using flocking tape, 3m scotch guard, or other such items.Had I known, could I have prevented this? Maybe. Should the top have been designed in such a way as to prevent this? 100% I disagree that this is not a manufacturers design defect.However, if there is no other way to build it, then there should be significant notices included in the box, the installers, even a friend followup email to warn you this will happen if you fail to take action.

  Business Response

  Date: 10/31/2024

  Hello,

  Thank you for your valuable feedback; we appreciate your perspective on this matter. Following our investigation, we identified an omission in the installation guide for your top, specifically regarding the correct method for folding the top back. We will promptly address this deficiency and hope for better outcomes in the future. 
  Upon reviewing the photographs you provided; we are pleased to inform you that the hole has only affected the seal and has not penetrated the fabric itself. This presents an opportunity for potential restoration. We recommend utilizing the products we have suggested, as they have yielded positive results for other customers' tops. We appreciate your feedback and understanding. 

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22487242
  
  I am rejecting this response because: 

  This answer is no different than the one I received when I called. The only difference is the actual admittance that the reason you claim this is not a manufacturing issue is that you failed to include anything in the installation to prevent this.  I paid for professional installation to avoid this exact type of situation.

  Per my original phone call, I was given a few suggestions (no instructions) on what I could use to hopefully fix the problem. This however offers no guarantee.  What if it fails to work? 

  I was also told that because the top was never "trained", and is not folding as they want it to, that it may not ever fold correctly.  If that is even remotely true, how does putting tape over the torn seems provide a solution? If your top folds in direction A out of the box, this is how it was manufactured.  My having to retrain the top to fold in direction B should not be necessary. If this top will no longer fold in the "correct" way, tape is only a temporary remedy.

  It took filing a BBB complaint to even have you admit your instructions were wrong (i.e. it was not our fault) and need to be fixed.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/22/2024

  Hello *****,
  
  I would like to provide you with an update regarding our recent findings. We have conducted a thorough investigation, engaged with Bestek, and obtained photographs from the initial installation. Upon reviewing these images, we immediately observed that the top deck was not installed correctly. We believe that the issues currently being experienced may stem from the installation process, specifically due to some main attachment points not being aligned with the required specifications.
  
  We acknowledge our full responsibility in this matter. During the prior denial of the warranty request, we had access to only one photograph of the hole in question; we mistakenly assumed it was a result of not folding the top and did not request additional images that might have provided a comprehensive view, such as those obtained from Bestek. While we have identified the root cause of the problem, we have initiated a warranty order under document number ******** for a new top deck. Furthermore, we are coordinating with Bestek to schedule installation services. We are committed to ensuring that a different installer is assigned to this task to prevent any recurrence of this issue.

  Customer Answer

  Date: 12/05/2024

  After further review of my issue, a Bestop customer service supervisor contacted me directly and has resolved this case to my satisfaction.  I appreciate Bestop taking additional time and effort to review my images and their installer's video of the soft top damage, as well as reviewing their provided installation instructions. Replacement, with professional installation of the top deck, has been offered and I am awaiting delivery and installation at this time.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair 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 ordered a NEW Part online (invoice and listing attached) and it turned out to be the wrong part. I immediately contacted the business and ask about a return and refund. For which they first responded saying it was a pre-owned part with a NO REFUND policy. Once I provided evidence that their listing and invoice thereof made NO MENTION of it being pre-owned the referenced a lengthy return policy NOT listed on the listing page that referred to a "service part" exception. No where on the listing or return policy page does it define "service part". *** should a customer have to read and entire website before ordering. Fair business practice should be including any/all return policies on said listing - especially if there is a NO REFUND on any said item.

  Business Response

  Date: 10/01/2024

  Hello,

  When placing an order for a replacement part, we would like to emphasize that all orders are considered final, rendering them nonreturnable and nonrefundable. This policy is clearly communicated on our website and during live calls. As stated on our website, "Please note that service parts purchased for a preexisting or preowned product are nonrefundable. However, if you receive the wrong part due to Bestops error, we will replace it with the correct one under warranty. To avoid purchasing the incorrect part, please contact our **************** team at **************." If you would like to view our return policy with this information, here is the link: *****************************************************; it will be listed under the ****************** In our previous conversations in CASE127125, it was established in your initial communication that you possess a Smittybilt top. I wish to emphasize that our respective aftermarket brands are not compatible with each other. If you are still in possession of a ********** top, I recommend contacting them directly, as they may have the specific part you require. Thanks! 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22359966
  
  I am rejecting this response because:  As previously stated, BesTop, Inc. continues to retreat to information that was not mentioned anywhere on said listing and/or invoice (as previously provided).  Their only defense is fine print found elsewhere on their website.  It is that black and white.  No where on their listing or during the online ordering process did they mention. These ridged return restrictions and/or parameters.

  IF BesTop, Inc. sincerely wished to avoid these complications in the future they should include them clearly on the listing and/or during their ordering process; like they mention being common practice on their phone orders.  However, this was not a phone order, it was an online order.  But it begs the question, IF it is indeed common practice, and important enough to do on the phone, why is it not the same for online customers?  Guessing most of ********************** online sales is the result of a search engine inquiry (as was mine).  Thus, it takes a potential customer directly to a listing.  NOT the entire site for a quest of fine print, but the listing.  It simply is NOT a fair business practice, as they supposedly provide their telephone customers.  IF this were sold via a third party site, such as **** or ******, this return would be conducted without question due to the lack of restrictions being posted on said listing. 

  Furthermore, upon reviewing BesTop, Inc.'s BBB rating and previous reviews, clearly **************** is not on the top of the list.  Thus, I guess BesTop, Inc. customers are not only expected to scour their entire site for fine print, but they would also be wise to check with the BBB before ever doing business with them.  Wish I would have.  

  If this is how BesTop, Inc. wishes to treat their customers, and behave in front of the ********************, then I guess I should start sharing this practice on the media websites I publish and the many Jeep groups for which I belong.  This is not something I have done as of yet, because I had hoped for an amicable resolution, but it is starting to appear BesTop, Inc. is proud of their conduct and stands by this deceptive practice.

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

  Business Response

  Date: 10/07/2024

  As previously stated in our initial response, the customer made this purchase online without contacting Bestop.  The customer does not own a ********************** product, yet he ordered a Bestop part for a SmittyBuilt product that he owns, and our parts are not compatible with another companies product. As previously stated, our return policy clearly states the following: Please note that service parts purchased for a preexisting or preowned product are nonrefundable. However, if you receive the wrong part due to Bestops error, we will replace it with the correct one under warranty. To avoid purchasing the incorrect part, please contact our **************** team at **************. As this was clearly the customers error, not an error made by **********************, as the customer purchased the part online without consulting Bestop customer service, it is not refundable.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22359966
  
  BesTop is clearly avoiding the primary issue here and that is their return policy (or excuses) is not clearly indicated at place (or page) of purchase. I am rejecting this response because:  I do not believe these to be a fair business practice.  I am not an attorney; however, I have reported them to the Colorado Attorney General to weigh in on this matter as well.  Furthermore, I have started to do some legal research online and as per ***************, they indicate (and I quote), Sellers must prominently display refund policies at the place of purchase to make them valid.  Not hidden elsewhere, but place of purchase.  Just as their admitted practice via telephone.  Why should a telephone customer receive important information that an online customer does not?  If this is acceptable, then why even tell telephone customers?   

  And all this beyond ridiculous.  If BesTop had any remote sense of ***************** they would have already accepted a return of this product.  They certainly have a better chance of getting rid of it than me.  But as it stands right now I have rather large box just taking up room in my garage as BesTop continues to ***** any reasonable resolution.  If they are so proud of their behavior (and their poor BBB rating) maybe it is time to start sharing it with the rest of the world.  Because clearly, they are showing no desire to resolve this matter amicably.  The just keep resting on their deceptive practices.  

  And doesn't BBB have any insight on this matter?  Or is just forwarding responses the best we can expect in the way of participation from the BBB?  Because if that is the case, this could just go on forever.  Clearly both sides agree to disagree.

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

  Business Response

  Date: 10/10/2024

  We did not state that the part purchased was preowned, it was a new piece part that was produced for a Bestop product. The customer made this purchase online and he does not own a Bestop product and what the customer was referring to is our return policy regarding piece parts not being returnable which is as follows: Please note that service parts purchased for a preexisting or preowned product are nonrefundable. However, if you receive the wrong part due to Bestops error, we will replace it with the correct one under warranty. To avoid purchasing the incorrect part, please contact our **************** team at **************. 

  Please note that our return policy states "For a preexisting or preowned product", which is referring to the fact that you are purchasing a new replacement part for a product you already own.  To reiterate, the customer purchased a new replacement part from our website, but he owned a product manufactured by ***********, not Bestop, and our parts do not fit SmittyBuilt products.  Bestop is following it's return policy, which states that service parts are not refundable.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22359966
  
  I am rejecting this response because: there are just repeating the same non-issue.  None of their reply addresses that fact that nowhere on their listing (from which I purchased) indicates their return policy.  Furthermore, they admit to telling telephone customers their return policy, but not their online customers.  Online customers are expected to find that "mouse print" on a completely different portion of their website.  And even if a customer did find that page, it is buried in a lengthy text utilizing terms not thoroughly defined.  Their refusal to address THESE issues is an obvious admission of guilt, for which they know to be true and are without defense.  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair 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 purchased a Bestop Soft Top last week along with the "at home installation". AFTER purchasing this, I was called and told they do not have at home installation, even though they SOLD this to me on their website. I was told, for the SAME MONEY mind you, that I would have to drive 30 minutes to a shop three times and the shop couldn't fit me in for a month. That's at least 3 hours of my time I wasn't expecting, for the same money. I called bestop to cancel the install as I found someone 10 minutes from my house who could do it right away. However, his place is $300 more expensive and I want bestop to cover the difference as they falsely advertised their product. I was told no, as they're two different companies even though I purchased this on Bestop's site.

  Business Response

  Date: 09/10/2024

  Hello ****,
  
  At Bestop, we want to clarify our policy regarding the installation of our products. We provide instructions for customers to install our products at home. Any installation, whether through Bestek or a local private business, is considered a service and is separate from the purchased item. Bestek offers a discounted rate for installation by one of their mobile installers or a shop within their network when purchasing through Bestop. This is why our offered price is usually lower than what independent shops offer.
  
  Where Bestek does not have a mobile installer in your area,they can arrange for installation at a shop within a 20-minute drive at the same discounted rate you already paid. It's important to note that our warranty and return policy do not cover the labor charges associated with the removal or re-installation of an item. Here is a link to our warranty and return policy for reference: *****************************************************************.
  
  In summary, we want to make it clear that Bestop products are designed for self-installation, and therefore, we are unable to cover labor charges.   While we are happy to issue a full refund for your purchase with Bestek, we cannot cover the cost of a private installation.We recommend that in the future, you consider purchasing the product through a shop that offers both the purchase and installation of the top as a package.This way, you can obtain both the item and service from a single company.
  
  Thank you

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22260048
  
  I am rejecting this response because:   I've attached an screen shot where this is CLEARLY false advertising.   Not only that, the response is also extremely dishonest.   They did, AND STILL ARE, charging for a service on their website they KNOW FOR SURE they cannot fulfill.   YET THEY STILL OFFER IT AND CHARGE FOR IT.    This is misleading at best and outright fraud at worst.   This unacceptable for consumers and the attorney general for CO should be brought into the conversation.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/13/2024

  The installation service is available in your area, but it's not available as a mobile installer in your specific area.  I have also asked our marketing team to please review our website for any additional clarification we can make.  We've processed a refund, and it should appear in your account within 5-7 business days. Please note that Bestop will not reimburse you for installation by a private installer as it is not covered by our policies. Thank you. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22260048
  
  I am rejecting this response because:  They falsely advertised, cost me money and a ton of time and have done nothing to remedy the situation.   
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/25/2024

  Type:Product 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.

  Contacted Bestop 5-6 times starting in febuary to get a solution to my top not fitting correctly, having broken/unusable parts, and missing parts. The last time I contacted them, they ultimately said it was my fault for installing it and I needed to buy a small parts replacement when the top is still broken and doesn't fit right. I'd have to order a new top to fix it.

  Business Response

  Date: 08/26/2024

  Hello Destiny.  After reviewing your case, there seems to be a misunderstanding in our explanation and hope to be able to help.  After reviewing your case, it seems our representative recommended purchasing just the small parts kit for you soft top.  Where hardware coming loose and falling out is not something our warranty covers, usually that kit would have to be purchased.  It addition, the hardware itself is covered under warranty for a year.  I understand you reached out in February to report some issues going on with your top.  I am happy to send this kit free of charge.  You do not need an entirely new top.  Please remember, where your Jeep is on the road and bumps can loosen hardware, it is important to check everything is tightened and functioning properly periodically.  If the hardware does fall out, it can cause unexpected pressure points on the top and cause it to break or malfunction.  Where our warranty only covers defects during the manufacturing process, we usually see hardware defects immediately, where it prevents the top from being installed properly.  After you get your new hardware and get the top back in working order, we would love to see some images sent in reply to your last email with us to ensure the installation and fit are proper.  Is the same address on your proof of purchase still current?  Thank you!

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22192655
  
  I am rejecting this response because: When I first reached out in February my complaints about the top not fitting and parts being damaged were dismissed, but I was told they would send a small parts kit. Which I would like to add also when I reached out it was within my one year warranty, as I ordered the top on may 27th, 2023. Which if my math is correct is 9-10 months of owning and using the top. But I would never receive this small parts kit. In May of 2024 I reached out again via email and probably phone and was told once again I would guarantee get a small parts kit. It's been 1 year since buying it at this point. I would once again get ghosted by this company and never receive the small parts kit. This past time I reached out on August 19th 2024. I would explain everything (for a third time) except this time I'm  told it was install error and that the parts kit was not covered even though my very first complaint (within the 1 year warranty) I was told I would receive one. In the same email (screenshot attached I was also told that they could not access the current damage (if any) to my bows and that I might need to replace them as well, but shouldn't those be under warranty as well? I have also communicated the lack of professionalism and listening skills I have endured with this company. As a veteran (who didnt even use the veteran discount) as well as blue collar worker this was extremely disappointing as Bestop seemed to have an amazing reputation. Attached is a picture of a hook (that is sewn into the top.) Is stretched and no matter how many times I reattach it, it pops off, as well as a picture showing the top not fitting the vehicle, and lastly the last email following my most recent time contacting Bestop. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/16/2024

  Hello Destiny,

  After reviewing the provided photos, we have determined that most of the components appear to be in good condition. However, it has come to our attention that certain hardware was not properly secured, and there are also some missing pieces. As part of our commitment to resolve this matter, we are ready to send a new hardware kit to help with these issues. Following the receipt of the hardware kit, we ask that you proceed with its installation. Then, send updated images of the installed hardware; we will review the updated pictures and determine if any additional components are required for the complete restoration of your top. Please provide us with a valid shipping address so we can dispatch the hardware kit. I appreciate your cooperation.