ComplaintsforLine X of Lakeland

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a tonneau cover on 5/30/24 which was not aesthetically the same as the show room model. The delivered product had cheap, stick on rubber pads on top of the cover. Had I know this and had the store model been accurate, I would have never purchased the product. Owner refused refund.

  Customer response

  06/11/2024

  The regional manager I was told to follow up with was no help, neither was corporate. I did not see any signs saying all sales final, nor did I see it on my receipt, nor was I told that before or during purchase.

  Business response

  07/16/2024

  Hello This is ****************** the owner of Lakeland LineX. We take great pride in our work and our ****** reviews more than reflect that. In regards to Marshalls compliant I have added a picture showing our shops display and the pads he says it does not have. This is a scaled down model, meaning a lot of the pieces are bigger on the real model(rubber pads). Over all its a very accurate showing of what to expect with your tonneau cover. I have tried to add a video and it will not let me of ******** forcibly ripping off the rubber pads on his cover thus damaging it which becomes then an un returnable item. If you would like to provide me an email I'm more than happy to provide the video of him ripping off the pads. I provided him with our corporate office email and number because once his purposely started to damage his cover there was nothing else we could do besides stick the pads back down. I also provided corporate with the video of him forcibly ripping off the cover and I think their decision was there was nothing they could do given the circumstance, and due to it being a perfectly working tonneau cover. His original complaint was the tailgate wouldn't pop open with the key fob, we took his truck around back moved it a centimeter back and provided him with a perfectly working tonneau cover in under 5 minutes. ******** was extraordinarily rude to me and my employees, I felt each and every one of us handled the situation with the up most professionalism. Again please let me known if you would like the video, Id love to have it on record. My email is ********************. 

  Customer response

  07/17/2024

   
  Complaint: 21793554
  
  I am rejecting this response because:

  The owner paints a picture of me "ripping" the tabs off.  If it appears I snatched them off, it was out of frustration because they were only a "peel and stick" item that were not secured to the cover and were installed crooked initially.  (Hence the owner offering to remove them).  In reality, it took almost no force (much less than a band aid removal) to take these stoppers off.  A quality product would have these bumpers secured on the cover with a recessed bolt.  I was told at the time I could not receive a refund because the cover had been installed and basically there was nothing wrong with it.  There was no mention or accusation at the time I was at the business I had damaged the cover.  The excuse i got was it was installed and working properly, so the owner could not give a refund.  This is the same response I got from the district manager. (See the owners ****** review response). As it applies to the scale models, the peel and stick rubber pieces are not accurately portrayed.  I dont believe you can remove the bumpers on the display I saw before I purchased the cover, which is what i was led to believe i was purchasing.  The owner did not accuse me of damaging the cover until I completed a review of my experience with ****.  Again, no where did I see a sign all sales were final, no where on my receipt does it say that and I was not told that at the time of purchase.  If the cover was damaged, why wasn't I told that was the reason a  refund could not be provided? 

  Multiple, different stories as time passes on why a refund can be issued is suspicious.

  And lastly, the owner refers to me as rude.  After having to return the day after installation and not being happy with the product, I was frustrated there was no recourse other than "nothings wrong with it and it's already been installed" response.  **************** and a proper way to deal with frustrated customers is lacking at this business in my opinion.

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

  Business response

  07/24/2024

  Hello again, 

  ********, the only reason this is being brought up now is I was advised to not get into it on ****** reviews about you damaging the cover. You were frustrated and called my employee multiple names for the simple fact of the tonneau cover being half an inch to far up and your key fob not being able to open the cover. We fixed it in 3 minutes and provided you a functioning tonneau cover which at that point you had already ripped bumpers off in frustration. Which in the video shows you struggling for over 5 seconds to rip off a bumper you say is "cheap".  You have to tug at it very clearly three times before you finally rip it off. I would love to provide the video for further verification if someone would like to send me an email. You damaged the cover at that time so I a small business owner cannot take it back and return it to our distributor because it has been damaged(purposely) at that. The cover had nothing wrong with it eliminating the chances of warranty(considering there was nothing on the cover to warranty, very rarely do these companies provide a brand new cover except for extreme cases on tonneau covers, they just send replacement parts for what broke. In this case being nothing they won't provide a warranty and thats beyond what I'm able to do). You unfortunately eliminated the chances of being able to return it when you purposely damaged it. We are not interested in any sort of "settlement" on the matter and would appreciate the situation coming to an end. We have installed over 1000 LineX gear tonneau covers based on the displays in our office and have never had a single situation of someone claiming they're completely different than what they got. I would like to reiterate it is a scaled down model and that includes the rubber bumpers being scaled down to fit on it. Again as we have said multiple times we apologize you're unhappy with the looks of the cover. But considering the facts of you purposely damaging it and the fact of nothing being wrong to warranty there is simply nothing to be done.

  Thank You

  Customer response

  07/24/2024

  Both of the rubber stoppers are still affixed to the cover and no damage is visible.  The only "damage" would have been residue on the cover after the bumpers were removed.  I suspect the reason the bumpers were reinstalled after the owner said he could remove them was he could not get the residue off the cover.   Again, nothing was mentioned at the business the cover was damaged.  I was told once the cover was installed and functioning, no returns were permitted.  If the owner of the business saw damage to the cover, it was not pointed out to me while I was at the business getting the cover installed properly.  

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