ComplaintsforSmokey Mountain Truck Outfitters

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  03/06/2024

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

  Customer response

  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,
  
  **** ******** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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

  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.
  
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  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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  © 2022. Authorize.Net. All rights reserved.

   

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

  Customer response

  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,
  
  ******** ******* *******

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid them nearly six hundred while having my windows tinted as well to install a remote start on my brand née ********* I'm going down the road and my car dies completely out of nowhere and almost causes a pile up me thinking it was something to do with the car had **** 24 hr roadside assistance tow it to the dealership where they discovered bare wires that they left exposed when installing the remote start won't answer or return calls for men or my advisor at *** and since it wasn't **** fault it's not covered by warranty so I'm having to pay for it it fried the whole wire harness and a main fuse which we haven't got in yet to see if it's even going to fix the issue I've spoke with my attorney about it and he is going to take the case but I believe everyone should know not to ever go there they have the worst customer service I've ever seen

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/01) */ Contact Name and Title: **** * Contact Phone: XXXXXXXXXX EXT *** Contact Email: ****@SMOKEYMOUNTAINTRUCKOUTFITTERS.COM CUSTOMER WAS NOTIFIED HE HAS A WARRANTY THROUGH US AND THE MANUFACTURER OF THE REMOTE START ASSEMBLY. CUSTOMER HAS ELLECTED TO NOT RETURN IT TO US FOR REPAIR AND IS INSISTENT ON HANDLING IT HIMSELF. CUSTOMER STATED ABOVE HE IS NOT EVEN CERTAIN THE REPAIR HE IS PAYING TO HAVE DONE IS GOING TO TAKE CARE OF HIS ISSUE. WE HAVENT EVEN BEEN GIVEN THE OPPORTUNITY TO TAKE A LOOK AT THE VEHICLE TO EVEN VERIFY IF IT WAS RELATING TO OUR INSTALLATION OR THE PRODUCT ITSELF. END OF THE DAY THE CUSTOMER WAS MADE AWARE OF HIS WARRANTY THROUGH US AND HAS ELECTED TO NOT UTILIZE IT.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It happened today November 06, 2021. I went to Smokey Mountain Truck Outfitters in Lexington KY to get new tires on my 2004 **** pick up truck. I left the truck there they called when it was ready. Me and my wife went back and paid them $1776.56 for the tires and putting them on. I than left the business not even a mile down the road. The back right tire started to sway around and the tire about fell off. I pulled over on side of road and checked the tire and every lug nut was loose. If I hadn't pulled over it would have caused me to wreck. There negligence could have totaled my truck and even seriously hurt me. When I called they didn't answer. My wife called and talked to them and called me back to call them. When I talked to them they was rude didn't even a apologize for there negligence or say they where sorry. They sent 2 guys down to where I was to tighten the tire up, who also didn't apologize or say sorry about that.

  Business response

  12/09/2021

  Business Response /* (1000, 6, 2021/11/10) */ WE DONE EVERYTHING FOR THIS CUSTOMER WE CAN DO. HIS YELLING AND CUSSING MADE IT VERY DIFFICULT TO HELP HIM. WE RESPONSES TO HIS ISSUE EXTREMELY FAST. UNDER 30 MINUTES NEED TO GROUP 2 KNOWLEDGEABLE TIRE TECHS AND EXTRA LUG NUTS IN CASE WE NEED SOME AND TOOL. WE TOOK OVER 6 PHONE CALL FROM HIM AND HIS WIFE WHILE HE YELLED AT ALL OF US AND HIS WIFE. HIS WIFE WAS VERY NICE AND WAS JUST TRYING TO HELP HIM. HE HAD TO BE ASKED TO STOP YELLING AND CUSSING SO WE COULD HELP HIM. WE ARE SORRY FOR THE ISSUE AND AM OPEN TO HELP IN IN THE FUTUR. Consumer Response /* (3000, 13, 2021/11/23) */ There response is a lie !!!! My husband ordered the tires onlune a d made the appointment online. And we never yelled or cussed them . Ask them for the video showing my husband cussing and yelling in there store. They can't because it never happened. They contacted my husband on the phone threatening to viod the warrenty on the tires. And y'all just close the case, my review is not the only bad review they have. There is several of them about them being rude and hateful. We was told to check back after the November 22, and that's what we did today. We file a complaint for help wnd you side with the business that negligence could have caused me to wreck my truck or killed me. I thought you was suppose to help the consumer about business like that. Business Response /* (4000, 15, 2021/11/29) */ THIS CUSTOMER WILL NOT TAKE CALLS FROM US TO HELP DISCUSS THE ISSUES.AND AS LONG AS THEY THREATEN LEGAL ACTION AND LEAVE BAD REVIEWS AND YELL AND HANG UPON US I DON'T SEE A WAY TO HELP THEM. THERE WAS NO DAMAGE OR ANY EXTRA COST TO THE CUSTOMER OR THERE TRUCK. THEY HAVE NEVER TOLD US WHAT THEY WANT.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was promised warranty and service on a lift that was installed on my truck several months back and they are unwilling to fulfill that promise. I was told to schedule and appointment which I did, then showed up for the appointment. At that time my vehicle set without getting looked at so I asked If I could schedule a different time because I had other things to do that day and was not told it was a day appointment for them to just look at the truck to identify the problem. Then after being treated with disrespect I told ***** that attendant names **** has always been a **** since the first day I was there. He then proceeded to tell him not to schedule my appointment so now they are not honoring the warranty and work they did on my truck as promised.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/25) */ CUSTOMER PICKED UP **** ON THE 23RD . ALL PROBLEMS SEEMED TO BE RESOLVED. IF NOT I WOULD LIKE TO DISCUSS WITH CUSTOMER

• Initial Complaint

  09/12/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  While picking on my vehicle from getting my windows tinted, I inquired about a remote start and was told that it would be completed for $499.99. I was ok with the price and inform ***** that I couldn't get it done that day. He was ok with that and stated that if I put a deposit down I would be guaranteed that price. I deposited $200.00 cash. I was told that I would receive a call after the parts had come in. A week later, I called a couple of times, then was finally able to speak with *****. I was told that there was a misunderstanding of the vehicle, no issue. He stated that he would be me a different remote start and I heard nothing else. Each subsequent time I called there was an excuse, whether he was at lunch or the system was down. In business, things happen, but communication is vital. If he could not do it for that price, I would have appreciated that he had told me. Needless to say, they had a policy regarding special orders, but has anything been ordered?

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/09/13) */ Contact Name and Title: ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****@SMOKEYMOUNTAINTRUCKOUTFITTERS.COM THERE WAS NEVER A REASON TO FILE A COMPLAINT. I TOLD THE CUSTOMER THE THE MANUFACTURE THAT HE REQUESTED HAS STOPPED MAKING THE UNIT FOR HIS AUTO AND i WOULD UPDATE IT TO A **********************, ******* NEVER ASK ME FOR A REFUND OR QUESTIONED ME IN ANY WAY . I M VERY SORRY. BUT COMMUNICATION GOES BOTH WAYS. I HAVE BEEN AT THE STORE EVER HOUR SINCE IT IS BEEN ORDERED AND YOU NEVER CAME IN AND ASK ME TO REFUND I GOING TO JUST REFUND HIS DEPOSIT. HE KNOW MY NUMBER X XXX XXX-XXXX

• Initial Complaint

  07/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called in to order a truck bed cover on 7/10. I told the guy on phone it was for a vacation and I needed to have it by 7/30. I was told it would arrive within a few days of ordering and would be no issue. I called back the next week and was told there was a shipping delay and it would be another week. I called back the following week and was told it was delayed again slightly but was assured repeatedly I would have it in time and that they had a tracking number now. I called again on the 27th first thing in the morning when I was told to call and was told it would now arrive after my vacation in another week and a half. I promptly told them to cancel the transaction as I no longer needed it to which they replied they could not cancel it and would not refund. At no point was I told it could not be refunded and at no point was I told I would be charged ahead of time either.

  Business response

  08/11/2021

  Business Response /* (1000, 5, 2021/07/27) */ THIS ITEM WAS ORDERED WITH CUSTOMER KNOWING IT WAS ON BACK ORDER.WE WORKED TO FIND A BED COVER THAT FIT HIS PRICE REQUIREMENTS.I CAN NOT CANCEL SINCE IT IS A SPECIAL ORDER I MAY BE ABLE TO HELP CHANGE IT TO A DIFFERENT BRAND AND EAT THE ROUGH COUNTRY PRODUCT. WE WERE NEVER ASK TO TRY TO HELP IN ANY OTHER WAY EXCEPT TO CANCEL ORDER. I AM HERE TO HELP TO HELP GET HIM A COVER BY THIS WEEK. I HAVE TRIED TO CALL THE CUSTOMER THIS EVENING, NO ANSWER OR RETURN CALL Consumer Response /* (3000, 8, 2021/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I was never notified that it was on back order. This is actually the first time I'm hearing those words used. I was lead to believe on the first call that it was in their possession at a warehouse of some sort and would just be a few days. I was then later told they had order from Rough Country and were just waiting on a shipping number and it would be one more week. I was told that two weeks in a row and each time I was assured not to worry that they'd have me setup in time with no issue. I was very understanding each of the first 3-4 calls and trusted what they said. I was also never told the product was custom order or not refundable somehow. It's a normal crew cab truck nothing unusual about it. Lastly yesterday when I made the final call and was told again just to wait another week which is well after the whole reason I needed the cover I politely asked for a refund and was told that wasn't an option. I needed it installed by 7/29 or it was of no use to me. Nobody offered any further help. If they had offered other options it may have been completely alleviated at that time. I don't doubt they tried to call later that night after I made the BBB complaint but I had no voicemails etc to know if they had called or to why they were calling. I had to rush to make other arrangements already after being told it would arrive a week after my reason for needing it. A simple refund doesn't seem like much to ask in this situation.

*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. ↩