ComplaintsforRough Country, LLC

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business sells a faulty product. They know they sell a faulty product but deny ever hearing any complaints about it. They intentionally neglect to post all reviews less than five stars from their website to deceive customers. I know this because I left a one star review and it is not there. Other websites are filled with negative reviews, so I find it highly unlikely that this product has only received 5 star reviews from all their customers. I know they sell a faulty product, and at this point it is not even about the product any more. I find it incredibly dishonest that they do not list all reviews on their website. To intentionally dismiss bad reviews to deceive potential customers is business malpractice. ********************** LLC should be forced to list ALL reviews, whether good or bad, so customers know what they are buying.

  Business response

  08/19/2024

  Thanks for reaching out. I'm not sure how the review process works. They do make it to the web page at some point. If you have an issue with your product we will always take it back and refund or send you a new product under warranty. Just let us know the issue and we can quickly resolve.

  
  Thanks

   

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 7/17/2024. Paid $1,500 for a Rough Country lift kit for truck. Nowhere in the description says I will not be able to use 4Auto or 4x4 at speed. After installing the kit, using 4Auto or 4x4 above 20 MPH results in shaking and shuddering of the front driveline. This shaking and shuddering will damage my driveline. It never did this prior. Called Rough Country support, they basically told me tough luck and transferred me to a voicemail. I've left 2 voicemails now with no return call. Support was rude, not helpful and provided zero resolution to my issue.

  Business response

  08/19/2024

  Thanks for reaching out. I have looked back at your order history. The issue lies with the sleeves not being installed in your control arms. I see that on 08/05 - you called with issue and we sent the sleeves out to you to install that was missed during the installation. I would say your issues should be resolved now.

   

  Thanks

   

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a lift from rough country for our 1980 dodge w200. A year later the bolts snapped. After some back and forth with the company and wrong parts sent we finally got the right parts, only to realize that we can not even get the snapped bolts out of the wheel hub and we now need to replace that entire part of our truck which is not an easy fix for a truck that old, we will need to be checking wreckers in cities nowhere near where we live and putting out a lot of money from our pocket for a problem that their lift created. I want my cost of that lift refunded. The cost was US dollars

  Business response

  08/12/2024

  Thank you for reaching out. Can you please provide some pictures of your issue you had. Can you provide and verify installation of the product from the original shop and something from the shop that provided the maintenance retorque on your vehicle.

   

  Thanks

   

   

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rough country shipped me the wrong parts after I had paid. They admitted they shipped the wrong parts however now I am stuck with a bill for $238.00 from the shop for 2 hrs labor because of this issue. When I called rough country they said ya sorry about that we will send you the right parts its our shipping departments fault this happened. When I told them I was unhappy and was looking for reimbursement for the shops labor time they just ignored it. I asked to speak with a manager 2 different occasions and am told no manager available right now and Im telling you that we will not cover your lost wages. They admitted the fault they should pay the 2 hrs labor it cost me to get my truck put back together broken because they shipped the wrong part. Again this has caused me extra lost revenue because the truck is down waiting on the correct parts.

  Business response

  08/07/2024

  ********* can you please send me an email with the invoice - Let me take a look at the bill and i will reach back out to you.

  Send to *******************************

   

  Thanks

   

   

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered this rough country lift kit. - recieved wrong bolt and nuts for front spacers to mount to tower.- spacers were stripped on the bottom where the bolt is inserted.- called to request new spacer and bolt kit. Recieved a spacer but recieved the wrong bolt kit. Called and ordered another front spacer because it had stripped as well with the same bolt and nuts. - recieved 2 spacers and the right bolt kit. I was so happy to have the front of my truck jacked up!! I even toom a picture of it uploaded that to the complaint form!The rear lift installation was a little difficult .- lower shock mounting brackets where to big for the frame had bad welds that wouldnt allow them to seat in the frame. Use a grinder to smooth out the brackets. Thats the least i could do for rough country. Got the brackets in got tge coil spring spacers in but wait they were the wrong ones they are to short. the bolt that cane for the spacer was too long for the spacer. Now my truck is 2 inches lower in the back im ******. Nothing worse than finishing a lift kit lower your truck down to find out the your didnt lift you truck. I just want the right spacers for my 2007 ***** avalanche z71. They are not an 1 1/2 inch tall spacer they are taller. This will be like the 7th order from rough country ive had to make

  Business response

  07/01/2024

  Thanks for reaching out. It sounds like the factory coil have sagged over the years therefore needing to be replaced to gain the correct height. THe vehicle before installing the kit should have been 1.5-2 inch taller in the rear. So if you low in the rear right now, new coil springs from either the dealer or a set of OE replacement coils will need to be purchased. 17 years is a long time with oe coils to last. If you will contact our CS Team and we will have you check ride height measurements front and rear to rule out anything else. Call ************

   

  Thanks

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2017 gmc ****** 4wd. When I recieved my control arms in the box was instructions for a 2007-2016 Silverado/ ******. I was assured by customer service everything was the same and I could install. Come to find out there is one difference. Which is the small metal sleeve that goes into the knuckle. On 2007-2016 4wd Silverado/Sierras the small metal sleeve is NOT required for trucks with stamped steel control arms. On a 4wd 2017 **************** metal sleeve IS required for trucks with stamped steel control arms. So following the instructions I was given and the assurance by customer service I finished the install WITHOUT the metal sleeve as the instructions said. A few days later I hear/ feel a squeaking / grinding noise in my front end. I pull the tires off and what do you know on both sides the ball joint boot was completely gone along with all of the grease. Rough country was nice enough to send me new balljoints under warranty and also confirmed this was caused by the metal sleeve not being installed. Not only has this cause me multiple days without my primary mode of transportation, Now I have to pull the control arms again press out the old ball joints and press in the new ones and get the truck realigned! On top of all that There is a good chance the knuckles are egged out and I will be out the cost/ time for those. I am extremely dissatisfied with this entire process and I will not do any business with rough country in the future because of this. I hope this review saves someone time and money cause Im not getting either one back!

  Business response

  06/24/2024

  Thank you for reaching out. The instructions that come with the control arms tell you how and when to use the sleeves. If you have ***** models with cast steel OE arms you dont use the sleeve. If you have ***** with aluminum or stamped steel OE arms you will use the sleeve. If you would like us to replace the full arms for you we can take care of you. You will just need to contact CS team at ************

   

  Thanks

   

  Customer response

  06/27/2024

   
  Complaint: 21884989
  
  I am rejecting this response because:

  The instructions I was provided do NOT say anything about ***** Trucks. The only information is about *****. When I contacted customer service via live chat I was told that everything is the same. As stated in your response everything is NOT the same. I have attached pictures of the instructions I was provided that do not say anything about ***** trucks. In the second photo you can clearly  see the instructions I was provided telling me to use the sleeve ONLY if I have a 4wd with aluminum arms or a 2wd with stamped steel arms. But that is only true if you Have a ***** My truck is a 2017 4wd WITH stamped steel arms. Following those instructions I didnt install the sleeve, If I was given the correct instructions and not told to follow the wrong ones I would have installed the sleeve. I appreciate you offering to replace the arms but that does me no good the balljoints have already been replaced and I have no use for another set of control arms.
  
  Sincerely,
  
  *************************

  Business response

  06/28/2024

  Thank you for reaching out. We are happy to help you and warranty parts that were installed in error. We understand things like this happen and we dont hold it against our customers. Give us a call at ************ and we will replace the damaged part and happy to walk through the install if needed.

   

  Thanks

   

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a lift kit for my truck on 5/19 received the kit on 5/22. On 5/24 I proceeded to install the kit and was missing various parts and had empty boxes. Not damaged empty.I contacted the rude customer service to let them know my parts were missing and the knuckles did not fit they told me it was my fault for ordering the wrong parts on the misleading web site. Then charged me $491 for the parts and sent everything out, not quite I was still missing a break line drop bracket the rear bolt nuts. They refunded the money to affirm and not the original method of payment and told me oh well what is done is done. When I asked about the missing parts he said send me a receipt and Ill pay for the hardware but not the bracket I had to make. They never sent the parts in the fireplace and only want to ******* money from customers. You dont get what you pay for and they are unwilling to help. Quick to tell you what you need but accept no fault if it does not work out. I will be filing a suit for the mental and emotional stress they put me through. **************** must get escalation training. Or they live for confrontation.

  Business response

  06/10/2024

  Thank you for reaching out. I have looked at the order and the original order was purchased for the incorrect knuckle. What we do for this type of order is charge for the new parts but refund back the difference to original method of payment once the parts have been sent back to us. This particular transaction was made through Affirm. Affirm handles your payment plan. Therefore when we do a refund it goes back to Affirm and Affirm issues you the credit to your Affirm account.

   

   

  Customer response

  06/10/2024

   
  Complaint: 21807404
  
  I am rejecting this response because: 1:You did not explain why the hardware was not sent with the original order or on the replacement order. Im still missing the right brake line drop bracket, the u bolt nuts, and the skid plate hardware. Who checks these kits before shipment? Will anyone be held accountable for the down time I had due to the missing parts?

  2:You also did not address the issue of fixing the selections for the kit as they are conflicting in there questioning. This will happen time and time again for you to take advantage of customers and belittle them on how this is their fault and they should have ordered the kit correctly the first time. When you know no 2018 Chevrolet came with aluminum stamped steel arms.
  
  Sincerely,
  
  *********************

  Business response

  06/11/2024

  Thank you again for reaching out. You can contact our CS Team at ************ to further service your questions. All vehicles after 04/01/2016 have stamped steel control arms. All vehicles before 04/01/2016 can either have aluminum or cast steel. We off the kit from 2014-2018 - therefore when you order the kit we ask the question which control arm do you have. The reason the alum/stamped steel are on the same configuration is that they take the same knuckle. The knuckle is the deciding factor on your ball joint sizing.

  And if you are missing components our sales CS Team will help you and expedite those pieces to you at no charge. Please call ************.

   

  Thank you

   

   

  Customer response

  06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  **********************************

  ***********************

  
  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The item broke and they stated the item was discontinued. Which is irrelevant to their warranty which states Bed Covers 5 Year Manufacturer's Warranty Covers all components against manufacturer's defects.I either want a replacement or my money returned to me

  Business response

  06/10/2024

  Thank you for reaching out. We have a new version of the tonneau. I have you an order in the system and its shipping out today.

  
  Thanks

   

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Jeep gladiator from a local dealership. The local dealership bought and installed the following bed cover ************************************************************************************** prior to me buying the Jeep. The bed cover leaks when it gets wet so much that it might as well not be on my Jeep. On May 20 2022 I reached out to rough country via there chat to have it replaced or fixed under warranty . Rough country first said there bed covers were not waterproof then I was told to send them pics of it leaking I did that the response I received was that rough country could not make out what was in the pics. The pics are attached to the complaint. The second response or I mean excuse was that it was installed wrong and that I needed to take it back to the dealer I bought it from. I tried to explain to rough country that I did contact the dealership and they refused to do anything about it saying to contact rough country for warranty work to which rough country stopped responding when I sent them what the dealership said. I just want my bed cover replaced under warranty.

  Business response

  05/21/2024

  Thanks for reaching out. What you are seeing is normal of any bed cover on the market. None including ours are 100% water tight. You can adjust the bedcover to get a better seal. But you will at some point get water in the bed. If you looking to upgrade to a different cover we will offer you a better price point. But no bed cover is going to stop leaks. Leaks can happen during hard rains - pooling on top of cover - car wash - spraying toward the bed into the cover. Generally all water that gets in the bed ends up going to the drainage hole area just like you showed in the picture. I hope this info helps.

  
  Thanks

   

  Customer response

  05/21/2024

   
  Complaint: 21737160
  
  I am rejecting this response because:

  I have owned many bed covers and never had any to leak till now. The whole point of a bed covers is to keep your bed dry and item you carry in the bed dry. Take your no bed cover is waterproof bs elsewhere.
  
  Sincerely,
  
  *******************

  Business response

  05/21/2024

  Thanks again for reaching out. If you would like to upgrade to a different bedcover you can reach us at ************ and we will offer you extra discount. Just remember bed covers can and will leak. You need to always check the seals - check the tightness of your clamps and the fit of the bed cover making sure the edges are giving you ample distance between the bed rails - bulk head and tailgate of the truck.

   

  Thanks and have a great day.

   

  Customer response

  05/21/2024

   
  Complaint: 21737160
  
  I am rejecting this response because: any excuse to get out of the warranty. You and your company are pathetic I would never do business with you again offering a discount is a joke when you should be replacing it under your 5 year warranty.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Tuesday April 2, 2024 with rough country (RC) for a set of airbags part#***** and airbag cradles part# ***** for are 2018 **** F250 On Friday April 5, 2024 had not received any tracking information, I went to there website to check my order, got no order was found.I called and spoke to *****, he was not able to find anything. He stated that they have had issues with ****** pay and their servers and that I would need to place a new order I placed a new order for the same above items and paid using the credit card option at checkout CC processed on April 5, items shipped April 5th, received parts on April 9th On April 10, 2024 I received an email that the 1st order has shipped. On April 13, 2024 we refused delivery from ***** and asked them to send it back to sender.On April 14, 2024 ***** attempted delivery again, he stated he would make sure they got sent back to rough country Both packages where received at RC on April 22, 2024 On May 2, 2024 Called RC and spoke with ****. He confirmed that both packages from the order that shipped on April 10th had been received at their facility and he would email their accounts department for a refund and that it would take 4-5 days for it to show back up in our account.On May 7, 2024 we still have not received credit back. I called RC spoke with ****, he said that **** had submitted the request for credit on May 2 and we should see the money back on are account in 5-10 days May 11, 2024 filled in RC support ticket, asking status of refund May 13, 2024 ***** at RC, said there was a charge back and it would take up to 16days after the CC company cleared it before I would see a refund May 17, 2025 spoke to Hoss at RC, he said the credit memo was in the system but a refund had not been initiated. Stated he would email accounting to find out why and email or call me back.As of 20:00 May 17th have not received an email or phone call back from rough country We want are money refunded to Credit Card

  Business response

  05/20/2024

  *******

  Thank you for reaching out with your concerns. I show our returns department checked your packages in Friday the 17th. The refund has been initiated in the system. All banks are different with an average of 4-5 business days to see the refund settle back into the account. However some banks can take up to 7-10 business days. We have it processed and a refund will show back up on your credit card very soon.

   

  Thanks

   

   

  Customer response

  05/20/2024

   
  Complaint: 21729112
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I am optimistic at this time as we have no choice but to give it the 5-10 days that Rough Country has stated. 

  It is quite disappointing that it has taken us calling 11 times and multiple rough country CS members to get to this point.

  Packages where returned and recieved at Rough Country by ***** on April 22, they attempted to dispute that only one box was received until I gave them both tracking numbers. Finally on May 2 they admitted there mistake and that both packages where there, and still took till a call on May 17th for them to say a credit was issued to account and not a refund.

  please keep this BBB case open, will notify BBB when refund is showing up in are CC account

  Business response

  05/21/2024

  We apologize for the miscommunication and delay on your return. You have been refunded and it will settle in your account in a few days.

   

  Thanks

   

  Customer response

  05/24/2024

   
  Complaint: 21729112
  
  I am rejecting this response because: Rough country per you reply on 5/20/2025, 

  MESSAGE FROM BUSINESS:
  
  *******
  Thank you for reaching out with your concerns. I show our returns department checked your packages in Friday the 17th. The refund has been initiated in the system. All banks are different with an average of 4-5 business days to see the refund settle back into the account. However some banks can take up to 7-10 business days. We have it processed and a refund will show back up on your credit card very soon.

  it is now 5/24/2024, checking Credit account there is not yet a refund or any pending refund. This needs to get resolved ASAP as it has been almost 8 weeks since this ordeal started, We will paying interest for a 2nd time to the CC company for delay in refund from Rough country

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

  Business response

  05/29/2024

  The refund was done on 5-20 - The banking system you use can take up to 7-10 days to go back to you account. You can contact your credit card company if you need more information.

   

  Thank you.

   

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  After almost 2 months, there is a pending refund on are CC

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

  *****************************

  ***********, CO 80031

  
  

*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. ↩