Business Profile

Truck Parts

RealTruck

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Truck Parts.

Complaints

This profile includes complaints for RealTruck's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

123 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/19/2025
Type:Delivery 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.
Ordered UnderCover SE UC8016 on 4/18/25. I have been told my cover will ship on 5/12, 5/23, 5/26, 5/30, & 6/6. Finally got a tracking number on 6/13/25. When I check on the tracking number it says " "No Tracking Info found for Ref# *********". When I contacted the company they said ""I can chalk this up to invoiced in error and/or lost. Would you like and *** credit or for us to submit a warranty reship order? 1 week leadtime." This is one of the worst experience I have ever had with a company. They need to change leadership in this company.
Business Response
Date: 06/20/2025
Thank you for reaching out to us. Upon review this is not something that was ordered through our company but rather a 3rd party. You would need to contact Tonneaucovered.com to review what the issue may be regarding your shipment. We apologize for any inconvenience.
Customer Answer
Date: 06/20/2025

Complaint: 23494456

I am rejecting this response because:

I have been communicating with your company since I contacted you on 6/7/25. Your company was aware of the problem and kept tell me you were waiting on a reply from your shipping dept. Tonneaucovered.com is not responsible for shipping my order. You are responsible. I have been in contact with Tonneaucovered.com and they say you are the reason my ordered hasn't shipped. I did receive a tracking number but it never shipped. Your company told Tonneaucovered.com "I can chalk this up to invoiced in error and/or lost. Would you like and RMA credit or for us to submit a warranty reship order? 1 week leadtime." So you are responsible for this long delay in my order, not TonneauCovered.com I just want my ordered shipped ASAP. It was ordered on 4/18/25.

Sincerely,

John Colglazier
Business Response
Date: 06/23/2025
Thank you for the additional feedback. This division that you have reached with this complaint is only related to RealTruck.com orders so we are unable to provide any additional information which is why we have referred you back to TonneauCovered.com. They have their own process related to their order support inquiries as a business partner.
Initial Complaint
Date:06/13/2025
Type:Delivery 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.
Order was placed on 5-28-25, this order was a combination order, back rack headache rack plus bracket kit due to i have a tonneau bakflip bed cover on my ****** tundra, i received the bracket kit but never received the headache rack, i have spoke to customer service multiple times and they keep assuring me they would find out why the headache did not ship, with no results on getting a tracking number for the headache rack, i went to there site and tried to do a return for the bracket kit and cancel my order and being a combination order headache rack and bracket kit, it showed on there site that the headache was delivered, it has not been delivered, and customer service even knows it hasnt been delivered and they keep telling me they will check on this , they are giving me the run around and are scamming me and my $584.30 , please help with this matter, this company is not good and something needs to be done about, please help
Business Response
Date: 06/23/2025
We apologize for any inconvenience. As the bracket and headache rack usually ship as a grouped item this caused the issue where it showed delivered on your account status page. We show that your return is in progress and our support team will be reaching out directly through the email associated with the case providing updates regarding the refund.
Customer Answer
Date: 06/23/2025
I will accept RealTruck response to my complaint only after a full refund is credited back to my credit card , this company was problematic to deal with, too add my credit card told me they tried charging my credit card 6 times after my payment went through, customer service has issues, others that i have spoke to are experiencing the same issues.
Initial Complaint
Date:06/09/2025
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.
The item was ordered, and I was told it was in stock and a rapid ship item, which should have shipped that day. After unanswered emails and chat requests, it is time for me to move on from this company. See the attachments of the chats and the paid invoice.
Business Response
Date: 06/10/2025
Thank you for reaching out to us. We are sorry to hear about your order experience. Per our records it shows that your order did not go to our warehouse but rather to Pace Edwards directly for fulfillment. This can take ***** days to fulfill from them. It appears that the cover listed as being in our warehouse that the sales *** had used as reference had an issue with the second box for your order which contains the rails which is why the item went to the manufacturer. Based on your cancellation request from June 9th we will submit this to **** *******. Once they confirm the item is cancelled our accounting team will be able to process a refund back to your original form of payment. All of this will be communicated to you through your open support case.
Customer Answer
Date: 06/16/2025

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:05/30/2025
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 ordered a sunroof guard I ordered the wrong size Id like to return it. I ordered double rain guards by mistake want to return one and I also ordered a bug guard for my hood and it didnt get delivered.
Business Response
Date: 06/02/2025
We show all of these requests were submitted on 5/30 and are being worked by our support team at this time. As this is only the second business today post submission please note that returns and other inquiries can take ***** business days to process depending on if the item has shipped directly from RealTruck or a 3rd party. .
Initial Complaint
Date:05/29/2025
Type:Delivery 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.
Ordered truxport 8 foot soft roll up tonneau cover from realtruck.com on Monday 5/26/25 for $360.39. Qualified for rapid ship delivery and free delivery. Received an email saying the order was being processed. Was given no order number. Credit card was charged for the full amount on Tues 5/27/25, per my phone call with ***** Tues, still no update or order number. Called the company twice, Wed and Thursday of this past week, no answer. On hold for over half an hour.. Went to website on Wed 5/28/25 to live chat. Asked someone in sales what is going on with my order? Over chat he says, "I will get someone from customer service." I waited on live chat, and nobody showed up. When I said, "hello, anyone there?" the sales *** never responded either. I have been charged for my product, have not gotten any email with an order number, so I cannot check status of the order, and the product HAS NEVER SHOWED UP. Nobody answers the phone and nobody answers live chat. What is going on? I want them to contact me via email, so we can get this situation fixed!
Business Response
Date: 06/13/2025
Thank you for reaching out. We are sorry about your experience with your order. We do not show that any customer service request was opened to review your open order. Typically when chat is busy and no one is available it allows you to wait or create a support case through our bot in order to have someone follow up. In this case we do show the order was shipped and delivered on 6/5.
Customer Answer
Date: 06/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
I did finally get my truck cap, but why don't you people answer the phone? I was on hold for hours, and never got an order number in my email, so I could not check the status of the order. I was stuck in processing.
I reached out to chat with you on the Realtruck website. I spoke with sales, who sent me over to customer service, who never chatted with me.. dead air.
Finally got the cap, without any communication on the business' part.
Your service was subpar to say the least. Communication is key in business. I suggest Realtruck takes a class.

**** *****
Initial Complaint
Date:05/27/2025
Type:Order 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 truck bed cover on 5/7 with the item being listed as in stock and rapid ship the next day. After one week with no order update I called and chatted online with several customer service **** and was told we are looking into it with no information provided. After calling serval times and them giving me the runaround for 10 days I ask them to cancel the order. I was told it needs to go to the cancellation **** and they will be reaching out to me within 10 days. Its now 5/27 and my order is still pending cancellation with no updates, responses to emails, or any way to call and talk to someone. Last time I called the recording said approximately 4hr wait time. They charged me $989.86 and for an item they never shipped and will not refund my money. *** never had this type of experience with any company. Regardless of any shipping delays and them advertising something that is not true, there is absolutely no reason why it should take this much effort and time to get a refund. This is just plain terrible customer service.
Business Response
Date: 06/02/2025
We apologize for any issues with your order. Due to an inventory error this product was out of stock when the warehouse went to process the order. Per our records we show you were refunded in full as of June 2.
Customer Answer
Date: 06/05/2025

Complaint: 23385029

I am rejecting this response because:
I'm not sure why the vendor is saying they issued a credit, as of 6:00pm CST there is still no credit issued, not even a "pending" credit showing on my credit card balance. Real Truck continues to make up lies about the process with them now stating that the item was not available in the warehouse when they went to ship it, despite me calling and emailing with customer service the week after it was supposed to ship the next day, each time them telling me " its in stock and is shipping soon". Now going on almost a month later I still don't have a my money refunded and they are stating they issued the credit in full. Please show me where the money was refunded to because it wasn't back to me and there is no record of it on my credit card account.

Sincerely,

***** ****
Business Response
Date: 06/17/2025
Your refund was processed back to your original form of payment on 5/28 but denied to an open dispute. On 6/2 your dispute was accepted to expedite the process. If your funds are not showing you would need to work directly with your bank or credit card company as to why this is not visible on your account.
Initial Complaint
Date:05/12/2025
Type:Delivery 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.
business made false advertisement by providing a delivery date of: May 12, 2025. This is the reason I made the purchase as I had installation appointment made for today, May 12, 2025. Now installation of led headlights, grille fog lights, and other will be delayed by installation store by a week or two.
Business Response
Date: 05/13/2025
Thank you for the feedback. We apologize for any confusion regarding your order. Our website does not list estimated delivery dates for freight items including those not shipping directly from RealTruck. In the provided screenshot where it says "expected today" that information is not provided by RealTruck as once an item ships we do not send delivery updates. At this time the order management team has reached out to ***** for an update as to when your item is expected to ship.
Initial Complaint
Date:05/09/2025
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.
Purchased a Gator EFX Hard Fold Tonneau Cover for my truck bed on April 23 with a ready ship status of shipping next day. Ive yet to receive any information on shipping and since it was supposed to be shipped the next day, after 2 weeks of my status showing pending shipment Ive contacted the company to inquire the shipping status. Spoke to 2 customer service **** and a shipping *** to hear all say they will look into it and contact me back; yet, no ***ly or contact has been made aside from emails recapping the conversation and inquiry. Ive now cancelled my order but order status has only changed to pending cancellation rather than cancelled and account has no pending refund in place. I have not received the item I paid over $600 for, customer service has been less than helpful, and now I cant even cancel my order, rather my cancellation has to be approved?
Business Response
Date: 05/12/2025
We apologize for any issue with your recent order experience. Per our review it appears your order was sent to our manufacturing division to fulfill rather than our distribution center. We are looking into what caused this issue and delayed the fulfillment of your order. Per your support request we show that we have refunded your order in full at this time.
Customer Answer
Date: 05/12/2025

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. I have checked my payment account and there is now a pending reimbursement. Thank you for your assistance in this matter.

Sincerely,

******** ********
Initial Complaint
Date:05/09/2025
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 Retrax EQ Retractable Tonneau Cover.I started having problems with cover not closing so I contacted Real Truck about my problem and they sent me a link too add a picture of the cover not closing and the serial number,I found serial number and with that link it didn't have a option too add a picture that I could use, but sending a picture would not do me any good because they advertised a 5 year warranty and I assumed they would repair the $2851 cover but the 5 year warranty doesn't cover labor charge, but they don't tell that until you have a problem so the 5 year warranty to me is misleading and the guy who I paid $375 to install the cover didn't want to help me so I had to pay another installer $205 to repair the problem so I wouldn't recommend nobody to purchase directly from Real Truck because they advertise a warranty that they won't honor and if you're really want a Retrax cover do your research on that dealer's reputation,because the installer I paid to fix my cover said it wasn't installed correctly.I hope this complaint stops someone from experiencing what I went through because when you spend almost $3000 for a cover you shouldn't have go in your pocket to repair someone else mistake and finally the installer who repaired the cover told me if I had purchased the cover from him he would have not charged me so buyers beware of Real Truck,I can see why they are not a BBB accredited company. They are shady and dishonest
Business Response
Date: 05/12/2025
Thank you for your feedback and we are sorry you had any issue with your Retrax product. Warranty typically only covers product defects within the coverage timeline but excludes any sort of installation/labor charges. This is noted on our website for transparency.
Customer Answer
Date: 05/12/2025

Complaint: 23311497

I am rejecting this response because: The warranty wasn't explained to me when I made the purchase

Sincerely,

***** ******
Business Response
Date: 05/22/2025
As previously stated the following is listed on our site under warranty claims:

**Please note Installation and labor costs, shipping charges, cost incurred due to down time of vehicle, normal wear and tear, incidental or consequential damages, acts of God, water damage, and other weather-related impacts are not covered under warranty. Most warranty terms will be repair/replace.
Customer Answer
Date: 05/31/2025

Complaint: 23311497

I am rejecting this response because: I was misled by salesperson about the warranty

Sincerely,

***** ******
Initial Complaint
Date:05/05/2025
Type:Delivery 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.
On March 18, 2025, I ordered a Bug Deflector and window visors from RealTruck. I received the visors on 03/22/2025. I did not receive the bug deflector until 04/26/25. However, the bug deflector was broken. I had to file a complaint with Extend (the warranty I purchased) when I discovered the product was broken. I received the new bug deflector on 05/02/2025. I ordered the new bug deflector from Amazon not RealTruck. On 05/02/25, I had the parts put on my car. When I opened the window visors, they were a poor product. They were hideous. Today, I tried to return and purchase new visors from RealTruck. They are stating I am outside the 30 day return window. However, it took over a month and a half to receive the first bug deflector. I would have opened the parts if I would have received my order sooner. The window visors were $89.99. I think it is ridiculous that I must lose money because they failed to ship my complete order in a timely fashion.
Business Response
Date: 05/05/2025
Thank you for the feedback. Per the notes in your support case the item received on 4/26, as long as it has not been installed, would be eligible for returns based on the date the order was received for either a refund or different product option. We do see this item is the one you noted as being damaged and repurchased through ******. As for the item which arrived in March and is outside of our return window we can allow a one time exception to return if the item is a new/unused condition.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

RealTruck is NOT a BBB Accredited Business.