ComplaintsforBestop, Inc.

• 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,
  
  *****************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a soft top from BesTop and within a week I tried cancelling the order as I realized it was the wrong top. They would not let me cancel, only return it after receiving the product. I received the product and without even un-boxing it, I sent it right back. It has now been OVER A MONTH and they still have not refunded my money. They don't answer phone calls and any email communication they talk in circles and try to get me to order another top (which I do not want)

  Business response

  07/19/2023

  The customer received a ***** call tag from ********************** on 6/21/2023 per her request to return the item for a full refund. The item was received by Bestop in the warehouse on 6/28/2023 and the quality review and refund authorization was completed on 7/13/2014 and the customer was refunded by our accounting department on 7/14/2023. The 14 business day processing time from when a returned item has been delivered by ***** is normal processing time, which the customer was informed of in an email on 6/21/2023 as follows:

  You should have a email label from ***** to return the package under RMA *****. Once that is returned, it will go through our Quality Inspection, which will then push it to accounting. Please allow 2-3 weeks for the refund process to be fully completed. Thanks!

   

  Customer response

  07/31/2023

  My apologies,
  I just found the credit.. they did refund me as requested.  You can keep the case closed.
  Thank you for your help
  *****************************
  

  
  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a top (around April/May of 2023) for my **** Jeep wrangler. The rear window is ripped. I have spent weeks on email trying to get Bestop to honor thier warranty on the rear window. The top purchased was almost $1,000 and only Bestop has a replacement for their design.

  Business response

  07/19/2023

  When we were notified of this customers issue, we took immediate action and overnighted the correct part to him via ******

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After first navigating through the deceptive offer of $300 off, finding that its really a rebate, I then couldnt find/receive clear instructions on how to redeem. The links are not readily available or user friendly. Further the ****** deadline is also not transparent. I made the purchase mid-April but in ** it wasnt prudent to install until mid May. So by the time I knew I would be keeping the product, navigated to the rebate process, I then found it invalid. A company should honor offers that entice the sale, and a heck of a lot easier.I want my $300 rebate.

  Business response

  07/03/2023

  ******************** first contacted Bestop via email on 4/15/2023 at 12:29 PM regarding our "Its Here" spring rebate promotion that was running from 4/03-4/17/2023.  Bestop responded the same day at 4:05 PM with the following message: The promotion is for a rebate after the purchase. Here is the information: www.bestoprewards.com.  The promotion ran from 4/03/23 until 4/17/23 and all rebates had to be claimed within 30 days of the end of the promotion,which was 5/17/23.  ******************** failed to apply for the promotion via www.bestoprewards.com,as instructed in our 4/15/23 email to him and therefore does not qualify for the rebate, per the terms and conditions as follows:

  
  This offer is valid only for residents of ***************** and ****** who purchase of a qualifying Bestop
  Product made by Bestop from qualifying retailers between April 3, 2023 and April 17, 2023. Packing
  slips are not allowed for this promotion; only a sales receipt or invoice is accepted. Only the actual
  purchaser of the Product may participate. Limit of one (1)redemption request per invoice per customer.
  All requests must be received on or before May 17, 2023.Resellers, organizations, and groups do NOT
  qualify for this promotion. **** and Amazon purchases will not be allowed for this promotion.
  Photocopies of the *** barcode will be denied unless stated on the rebate form. You must be 18 or
  older to be eligible to receive a Rebate. Offer is valid only to residents of the 50 ************* and
  ****** and both countries respective territories, except where void or where prohibited by law. All
  Rebates are non-transferable and are promotional in nature.Only valid for full price merchandise, and
  not valid with any other offer or discount. Failure to submit any of the requested documentation will
  delay or prevent the Rebate issuance. Bestop products may not be returned for refund or exchange
  once the Rebate form has been submitted. The Rebate will be issued in the form of Reward Card
  (Card) and will be compensated in **** or ******** Dollars (respectively), within 4-6 weeks of
  submission. Claimant will receive a virtual reward card,and Card will be sent to the email address
  specified on the submission profile. Please be aware any reward card transactions outside of the ***
  will be subject to a 3% international service fee per transaction. You may not substitute, assign or
  transfer any Rebate, but Bestop reserves the right, at its sole discretion, to substitute the Rebate with
  one of comparable or greater value. Rebate award is subject to verification of eligibility and compliance
  with these official rules. All federal, state and local taxes and all other costs associated with the Rebate
  and use not specified herein as being provided are the sole responsibility of the winner. You are
  responsible for any fees or costs associated with your use of any Card. Bestop has no liability for any
  failure of your internet service provider, mail carrier,postal service, email provider, device, or other
  failure resulting in any inability to deliver any Rebate to you.
  For any information regarding the Rebate offer, please call ************** Monday through Friday from
  7:00 A.M. to 7:00 P.M. Central Standard Time. Please reference the Its HERE Rebate when calling. To
  check Rebate status, log onto bestoprewards.com or call **************.
  Prepaid virtual card is issued by ********* ********************* Member FDIC pursuant to a license from
  **** ****** **** and can be used everywhere **** debit cards are accepted. No cash access, cannot be
  reloaded. Prepaid card expires six (6) months after issuance. Pathward does not endorse or sponsor and
  is not affiliated in any way with any product or service offered by Bestop.
  In connection with this promotion, which may change from time to time, any person that receives a
  Rebate by using multiple user accounts or email addresses,using false names, impersonating others, or
  through the use of any other fraudulent or misleading conduct, shall forfeit any Rebates obtained
  through such means, and may be liable for civil and/or criminal penalties under applicable law.
  Bestop reserves the right to void Rebates earned if we suspect that they were earned in a fraudulent
  manner, in a manner that violates these terms, or in a manner otherwise not intended by Bestop. You
  must not conduct your own promotion in connection with our Rebate program. You may not engage in
  any promotional, marketing, or other advertising activities on behalf of Bestop, including by using any of
  our trademarks. Bestop reserves the right to interpret the rules of this promotion at its sole discretion
  and all decisions made by Bestop are final. All rebates are provided AS-IS and without warranties. Bestop
  makes no, and hereby disclaims all, warranties about the Rebates or this promotional offer. Bestop is
  not responsible for any incorrect or inaccurate information, whether caused by site users, tampering,
  hacking, or by any equipment or programming associated with or utilized in connection with the
  Products or the Rebate program. Bestop reserves the right,at its sole discretion, to cancel, terminate,
  modify or suspend the promotion including the Rebate program at any time without notice. Bestop may
  also modify any of the terms of the promotion and Rebate Program without prior notice, including
  changing expiration periods or Rebate values for existing or future Rebates. Note that these terms and
  conditions are effective as of April 3, 2023 and supersede any previous terms. All issues and questions
  concerning the construction, validity, interpretation and enforceability of these official rules, or the
  rights and obligations of you and Bestop in connection with the promotion, shall be governed by, and
  construed in accordance with, the substantive laws of the *****************, ***.

  Customer response

  07/03/2023

   
  Complaint: 20252104
  
  I am rejecting this response because: as the customer, it should not be my responsibility to jump through hoops in an all-too-short period of time in order to receive the offer tied to a purchase.  The number one reason a business chooses this type of promotion over an up-front discount or dollar off offer is this exact scenario, the "hoops" and short window lead to a huge % of offers not paid out.   If it needs to be a rebate, why not just send it out automatically after purchase?  Wouldn't that be the consumer-friendly way to do it?  Or, is it a game, to see how many offers go unpaid?
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1,858.73 which included the install for $299.99 for a new soft top for my Jeep Wrangler and it has leaked bad ever since and they will not send the installer back out to fix. They first said the issue was a small piece of foam, so I put it where they told me and it did not fix. That piece of foam was in the same place on the other side and it was not leaking there. The installer told me on the phone that the issue was not the foam, but a defective top and that they needed to send him back out and replace and instead they keep asking me to send more and more pictures and I can't drive the Jeep when it's raining, or I get soaked. I ************** put on ASAP. It is also supposed to be covered under warranty for years.

  Business response

  05/10/2023

  Bestop customer service has communicated extensively with this customer in an attempt to resolve her leaking issue. During the course of multiple conversations via email and phone the customer disclosed that her existing *** soft top had been leaking for 4-5 months prior to purchasing a new Bestop soft top and that she had purchased new door seals, used peel and stick foam purchased on Amazon and various other methods in an attempt to fix the leaking, but had not been successful. As Bestop is the *** for Jeep soft tops and our tops use the same mounting points, door rails, etc., installing a new top without addressing the reason for the existing leak issue will not and did not solve her problem. The customer provided ********************** with multiple photographs of her Jeep showing the area where the leak occurred. Using those photographs, our quality team reviewed the fitment and installation of the new top and determined that the Jeep had damage in that area, drivers' side, which was allowing the leak to occur, and that the customer needs to address the damage issue with her dealership or a body shop. We provided the customer with a PowerPoint highlighting the damaged areas that need to be repaired, as well as showing a side-by-side comparison to an undamaged Jeep in that same area, so she could see the difference. We have attached the PowerPoint we provided to the customer highlighting the damaged areas. After we sent the customer the PowerPoint and explained the preexisting issues with her Jeep, we refunded the full cost of the installation, $299.99, and stated once she has had the damage causing the leaking issue addressed with her dealership or body shop, we will have our technician come back out and verify that her new top is mounted and fitted correctly at no charge to her. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Damaged product. Will not stand behind product. Window cracked on top. Bestop said because i drove in winter. Dumbest thing I ever heard

  Business response

  04/11/2023

  I looked for communications with this customer but did not find anything, by their name or email address.  The customer has not included what product they have.  There isn't enough information to do anything to help this customer on this platform.  I will be reaching out directly to this customer to gain the information necessary.  

  Customer response

  04/11/2023

   
  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

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ID is ****** for $1,587.75 on March 23 2023 Merchant Bestop.com.1st time customer buying based on their 30 day promise ************************************************************** clause, "All returns should be returned in the original box and in like-new working condition to receive a full refund from the 30-day trial period. "Trying to return the $454.99 item based on this policy and Bestop is charging me a 15% restocking fee.Contacted customer service:They have 2 different links that contradict each other.Their return policy says all returns will be charged a 15% restocking fee. ********************************************************** 30 day promise says full refund for "like-new working condition" ********************************************************* 30 day promise should supersede the return policy as it is explicit.my return was brand new in box, never used/installed and returning in original condition as it was sent in the same packaging and box, yet Bestop wont provide a full refund.

  Business response

  04/05/2023

  This customer helped us to find inconsistencies on our website that we had not recognized before.   We are addressing those inconsistencies.  The *** was adjusted to give a full credit, as long as when the product arrives back at our facility, it has met the original criteria he noted in his message.  

  Customer response

  04/05/2023

   
  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, as long as they hold to a full refund for the conditions met in their 30 day promise, "All returns should be returned in the original box and in like-new working condition to receive a full refund from the 30-day trial period." - Item is on its way back.

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

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a $ **** pro hybrid slantback soft top for my Jeep. The box came from fed Ex on Friday March 10 and I went to install Sat March 11.The very first piece I went to install was defective/broken- not from shipping damage. I took pictures..I am guessing something went wrong in the plastic molding process on their part. I told them I want to send it back I do not trust the quality of their product. they told me I can only have the part replaced or pay a 15% re stock fee and shipping costs to send it back. I was told this by the manager who was very forceful and said this is the company policy, which I said is a scam and is not right to do to people. Why would I need to pay to send it back when a piece was broken from the manufacturer. keep in mind this thing takes 4 hours to install not including the time it takes to un install the current top. I said what if I get 1/2 way thru the install and another piece was defective and then I have to completely dis-assemble and re-assemble my old top then try to package it up. they told me this would be my fault I should have inspected all the parts before install. so I am to inspect every single piece, of which there are many!!! I am supposed to be the quality control. At some point the consumer has to make a decision in their best interest for themselves. I am sorry their product is defective, but in no way should I be penalized for this. They should stand behind their product. They would not look at my photos or admit there was a quality issue on their side.

  Business response

  03/15/2023

  Hello

   

  It is my understanding that this customer gave a deadline in his email communication, that was missed due to the volume of emails that came before his.  This customer has since exchanged emails with the customer service group, and agreed to be sent a replacement for the part that was broken.  We are sorry that the customer had any challenges with our product.  We do stand behind our products, and want the customer to be happy with it.  I hope that the customer has a higher level of comfort, and understands that we will absolutely take care of our customers. 

   

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  RE: Complaint *********** The complaint was closed before I logged in and responded. I would like for the complaint to be considered resolved, and the customer (myself) happy with the resolution.The business, BesTop, DID reach out to me and resolved the issue, and my experience with this representative was very positive. The resolution was more than I expected, and very much appreciated.

  Business response

  02/27/2023

  Thank you for taking the time to come back and post a response to this.  I am glad to hear that you are happy with the solution.  

  Customer response

  02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ID ******** AND complaint ID ********, and find the resolution is more than 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. ↩