Complaints

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:10/08/2024

  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.

  On 8/21/2024 I visited Smokey Mountain Truck Outfitters Inc and soke to ***** about needing a header for my 2008 Jeep Wrangler Soft Top. He looked online and gave the options. After a call with my dad, I agreed on going ahead and ordering the factory style part knowing it would take several days to arrive. Once it arrived, I would have to drop off the Jeep for the install. My dad had a question about the windshield weather strip and ***** went outside to look at the Jeep and said there was no need to replace it. I got a call Friday 8/23/2024 that the part arrived. I dropped the Jeep and was told it would take about 1 hour once they started. My dad went to pick it up later in the day and was asked to wait as it was not ready. After about 45min he was told the part “did not fit” and that there was nothing they can do. A complete Best Top replacement with hardware was suggested as an alterative which was above $1,500.00 vs the $208.00 header. My dad asked for a refund as the parts was not installed and kept by the store. ***** went on to explain he was out on over 2 hours of labor and that he could not loose money and that there would be no refund. My dad took the keys and left. I personally went back and spoke to someone else on the deck and was told that the ticked was closed and that he would not be able to process any refund. I spoke with ***** about a claim but since it was paid through a Debit Card they suggested working through BBB for a refund on a part that was not installed.

  Business Response

  Date: 10/08/2024

  I am sorry you feel this way. You did not know the brand and type of top. We did our best . We also did not charge you for all the hours we worked on your jeep. sorry but we consider this matter closed 

  Customer Answer

  Date: 10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The factory style header ordered was the one recommended by ***** and at no time did he ask what type of top the Jeep had. The only question he asked was for the year and model. If the brand of top had been important ***** should have looked at it when he went outside to look at the weather strip. Moreover, the installer should have been able to notice an issue as soon as they took the Jeep to the shop area.
  There is no reason for me to be responsible for labor cost for a part that was not installed and they kept. 
  If the top brand was such a significant issue the shop person should have recognized he was not going to be able to install the header in the first 5min vs the 2 hours they claim they worked on it.
  
  
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 10/09/2024

  I am sorry but we stand by our decision

  Customer Answer

  Date: 10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not consider the matter closed and will continue the process through the Attorney General.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:03/06/2024

  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.

  I made a purchase through the online site for a steering wheel, my credit card was charged 164.43 on February 18th. Two days later I received an email stating item was not in stock so I would be receiving a refund. It has been 15 days since the refund notice and I have not received a refund. I called and spoke to the person who sent me the email and he said he couldn't help me that it was now the banks responsibility.

  Business Response

  Date: 03/06/2024

  THIS CUSTOMER HAS BEED  REFUNDED IN FULL. VERY SORRY THE MERCHANT SERVIES AT THE CC COMPANY DELAYED THE TRANSACTION. 

  Customer Answer

  Date: 03/11/2024

  
  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,
  
  **** ******** 

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• Initial Complaint

  Date:08/29/2022

  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.

  Further Explanation and Documentation Attached • Lift Kit installed on May 21, 2022 • Paid $2,314.24 for the Lift Kit (Deposit, Install, Parts, Labor) • The business committed to provide me a working lift kit install that would not damage or cause harm to my truck. • They stated they would fix it in “good faith”. As you can see in the photos, they did not fix it correctly and reinstalled two incorrect bolts (Size and length) and attempted to shove several washers on it to force it to fit. They refused to replace the caliper which needed to be done as it was stripped and cross-threaded. We had their job of the bolts uninstalled and redone and **** ************

  Business Response

  Date: 09/01/2022

  You came to us for a lift kit. This kit does not require the components that you state we mishandled to be touched -at all- during the install of this kit. When you encountered a problem, you had the vehicle brought to the store here via tow truck, you were told prior to this that we would get the vehicle in and check it out. You became irate, calling the store repeatedly because we didnt shove other customers with cars taken apart on our lifts out of the way to immediately take care of you. in the real world thats not how it works. We put your vehicle on the rack as soon as we could. Upon inspection, the brake caliper bracket, and hardware, the bolts, needed to be replaced. the replacements were ordered on the spot, Sat morning, unfortunately MON was a holiday, the replacement bracket itself wouldnt be in until TUE. we spoke to *****, and explained the situation and calmed her down. She was -OK- with us going ahead and replacing these parts under our own goodwill even though we have NO responsibility to do so. She called back and stated that a tow truck was on the way to pickup the vehicle to take it elsewhere. we offered to fix the issue, that we didnt cause, on your used vehicle you stated you just purchased, and declined to have us complete the repair we offered to FREE of charge. We cant offer anything other than to fix it for free, and you declined that. what is the point of this complaint? The invoice you signed and agreed to when you had work performed here states right on it warranty work, etc MUST BE PERFORMED AT SMOKEY MOUNTAIN TRUCK OUTFITTERS. We have honored our end of the interaction fully and beyond. now in multiple instances you have not held up your end of the deal by allowing us to handle the warranty / etc. what else can we offer? explaining it on every place you decide to leave a negative review, but not willing to have actually had the issue taken care of. explain that.

• Initial Complaint

  Date:06/14/2022

  Type:Customer Service 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 May 20th, 2022 I went online to find a ***** clamp kit to fit a kayak rack to my son's car that was for his specific car. I came across Smokey Mountain Truck Outfitters. Their website said they had them so I ordered them. Well, while I was trying to place my order my bank card was acting glitchy and the transaction didn't appear to go through. I then went back into their website, set up an account rather than checking out as a "guest" and ordered with a different credit card. I paid extra for ***** 2 day shipping. I called the following day to find out when they would be shipping the kit as my son needed it in a few days to haul kayaks from Iowa to Texas. At that point ***** (may be the manager?) informed me that he had sent me an email stating that they did not have them in stock and did not know if they would get some any time soon. He said that my card had not been charged. Despite his assurance, my bank card DID get charged $199.09. I emailed him on 5/27/22 when I realized the funds had indeed been taken out of my bank account. He responded that the transaction had been cancelled and that I had not been charged. I realized at that point what the issue was. The first order that I thought had not gone through actually did. I have emailed him with both invoices, but now he simply is not responding. I am hoping you can help me get reimbursed.

  Business Response

  Date: 06/14/2022

  FIRST I HAVE RESPONDED TO THEY EVERY TIME. IN ADDITION OUR WEB SITE DO NOT SHOW INVENTORY ON ANY ITEM. I SHOW THE FIRST ATTEMP TO PURCHASE WAS DECLINED . AND THE SECOND ORDER WAS REFUNDED BY VOIDING THE TRANACTION . I HAVE SENT A COPY OF THE VOIDED TRANACTION *********** ***
  Voided
  20-May-2022 15:27:53
  ******** *****
  *
  XXXX****
  USD 0.00
  20-May-2022 22:45:09
  USD 0.00

  Business Response

  Date: 06/15/2022

  Again our web site does not show any inventory on any part

  again here are all transaction reports on your purchases. 

  I can not understand how you see any availability and cant not see all credits you have requested. 

  We consider this matter resolve 

  example of a part number Transaction Search Result
  Help
  
  Search Criteria: Payment Method [ ALL ] ; Last Name[SHAFFER] ; Transaction Status [ ALL ] ; From [ 14-Jun-2022 22:46:52 (eCommerce) ] ; To [ 11-Feb-2021 19:51:58 (eCommerce) ] ; Show [10 results per page]
  
  Click Transaction ID to refund a transaction or view transaction details such as reason for decline. Click on column headings to sort.
  
  Filter By:  ALL Visa MasterCard American Express Discover Diners Club EnRoute JCB  
  1-3 of 3 results
  Trans ID Invoice Number Trans Status Submit Date Customer Card Payment Method Payment Amount Settlement Date Settlement Amount
  *********** ***
  Refund
  14-Jun-2022 16:00:30
  ******** *****
  *
  XXXX****
  USD (199.09)
  14-Jun-2022 22:46:52
  USD (199.09)
  
  *********** ***
  Voided
  20-May-2022 15:27:53
  ******** *****
  *
  XXXX****
  USD 0.00
  20-May-2022 22:45:09
  USD 0.00
  
  *********** ***
  Settled Successfully
  20-May-2022 15:18:51
  ******** *****
  *
  XXXX****
  USD 199.09
  20-May-2022 22:45:09
  USD 199.09
  
  1-3 of 3 results
  
  Subtotal: USD 0.00
  
  Total for Search(Net): USD 0.00
  We calculate totals using transactions with a status of Authorize/Pending Capture, Captured/Pending Settlement,
  Refund/Pending Settlement, Refund, and Settled Successfully.
  
  
  Search > Transaction Search > Transaction Search Results
  ****** ***** ******** *** ******* COVER

  
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  Brand: Extang
  Part Number: *****
  ******** *** ******* ******************* ******* **************** ***** *************** ***** ******..
  $429.00
  
  
  ADD TO CART
  
  

  Customer Answer

  Date: 06/15/2022

  
  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.

  They still make absolutely no reasonable sense to me considering their website DOES show items/parts you can place in your "shopping cart" and then purchase. I am not sure how they can say that it does not...?

  As far as all the transactions, unless they are going to allow customers access to their whole system there really is no way for me to look that up.

  I am accepting based solely on the fact that they did send me a refund on 6/14/22 (YESTERDAY). I received the refund I was owed so I am satisfied.

  Thank you for your help in this matter!
  
  Sincerely,
  
  ******** ******* *******