ComplaintsforRough Country, LLC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So i purchased a Rough Country CV Rear Driveshaft for 3.50 to 6-Inch Lift (***** Jeep Wrangler JK 2-Door) SKU: J125825 for $459.95 from extremeterrain and recently I had one of the universal joints failed so I have tried to contact both extremeterrain and rough country regarding the lifetime warranty this product is supposed to have and have yet to get any response from either company. ExtremeTerrains website states they dont warranty anything outside 30 day window which is why I also contacted rough country so since I couldnt get any response from either company I was forced to search locally for a replacement universal joint I was able to find a replacement at a autozone 1 hour drive from my house due to me dealing with a spinal cord injury I had to pay someone to remove drive line, press out failed universal joint, press in new replacement universal joint and reinstall driveline. I Spent over $200.00 between gas to go get the part , purchase the part, and pay to have it installed . I have attached photos of item, failed, item , receipt of rplacement part, and warranty

  Business response

  05/02/2024

  Thank you for reaching out. Our warranty on driveshafts is 3 years. If you purchased our parts from another company all you will need to do is contact the company you purchased the item from to get you purchase order number - you can them give us a call and we can pull up the order and issue you warranty parts. However if you went out on your own and purchased parts from another company to service the item we do not reimburse you for any of those parts or items. Our CS Team is here to help - call us at ************
  

   

  Thanks

  Customer response

  05/02/2024

   
  Complaint: 21654400
  
  I am rejecting this response because: the item I purchased clearly states lifetime warranty second extreme terrain only warranties your products for the first ***************************************************************************************************************************** for the money I spent to replace your faulty part what else am I supposed to do when I can't get you guys or extreme terrain to respond am I supposed to just leave my vehicle disabled while you guys figure out whether or not you're going to replace it I'll just hire a lawyer and I'll see you in court
  
  Sincerely,
  
  ***********************

  Business response

  05/02/2024

  Thank you for reaching out. Our warranty on driveshafts is 3 years. If
  you purchased our parts from another company all you will need to do is
  contact the company you purchased the item from to get you purchase
  order number - you can them give us a call and we can pull up the order
  and issue you warranty parts. However if you went out on your own and
  purchased parts from another company to service the item we do not
  reimburse you for any of those parts or items. Our CS Team is here to
  help - call us at ************

  Customer response

  05/02/2024

   
  Complaint: 21654400
  
  I am rejecting this response because: I'm already dealing with your customer service team on another issue with other parts on my jeep that are manufactured by you guys spend hours on the phone or multiple emails for you to tell me that you processing an order and sending them out and then I never receive it yeah okay I'm not dealing with that I'm going to contact an attorney and I'm going to take you guys to court
  
  Sincerely,
  
  ***********************

  Business response

  05/02/2024

  This customer has not called into the customer service line although he says he has. We need just a little info from him and are willing to help this customer. This customer has purchased items from a 3rd parts that is not willing to help but we will. We just need to customer to provide info and we will warranty whatever he needs.

   

   

  Business response

  05/02/2024

  Date Sent: 5/2/2024 12:31:35 PM
  

  This customer has not called into the customer service line although he says he has. We need just a little info from him and are willing to help this customer. This customer has purchased items from a 3rd parts that is not willing to help but we will. We just need to customer to provide info and we will warranty whatever he needs.

   

  Customer response

  05/02/2024

   
  Complaint: 21654400
  
  I am rejecting this response because: I already had universal joint on your driveline replaced I was not going to have my vehicle sit disabled waiting for someone to contact me back on warranty I sent you guys and extremeterrain messages via your websites and got zero response you already stated I was out of luck on the money I paid to have failed universal joint replaced which has me around $700.00 between the initial cost of driveline and getting it repaired. I really thought you guys made a great product which is why 85% of my suspension is your guys parts guess this is a hard ****** learned as I will never purchase another part made by you guys and I will never recommend you guys to anyone if anything I'll tell of my horror story dealing with you guys 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had contacted rough country regarding warranty on premium N3 shock absorbers I purchased from them that started showing signs of leaking after a few emails back and forth and sending them pictures of the shocks in question I was told that a order was being setup to be shipped out under warranty. I received the above mentioned email on April 19th Ive yet to receive any type of tracking info nor am I able to see this order online I have attached the email to this complaint.

  Business response

  05/02/2024

  Thank you for reaching out. We are happy to help you with replacement shocks. Please give our CS Team a call at ************.

   

  Thanks

   

  Customer response

  05/02/2024

   
  Complaint: 21654222
  
  I am rejecting this response because: I have already dealt with there customer service team your customer service team said in an email that a certain order number was being sent out to me but yet I have yet to receive the replacement parts I'm unable to look up the order number that you guys provided me there's no tracking info for it
  
  Sincerely,
  
  ***********************

  Business response

  05/02/2024

  Thank you again for reaching out. We have over 40 CS Team members - give us a call at ************ and we will be able to assist you. We also have a chat service on our website if making contact through phone does not work with you.

   

  Thanks

   

  Customer response

  05/02/2024

   
  Complaint: 21654222
  
  I am rejecting this response because: maybe you haven't read the email that I attached to this complaint I've already dealt with your customer service team you clearly stated and order number that you were getting ready to send out to me but here we are weeks later I still don't have my replacement parts you still aren't responding to any of my emails or messages this is an absolute joke you've already told me you were sending me out the replacement parts all I need from you is a tracking number to track the shipment
  
  Sincerely,
  
  ***********************

  Business response

  05/03/2024

  I am unable to find anything current in our system for you. Please contact one of our 40 CS Team agents and i promise you they will get the error corrected.Reading your email it appears their was conversation that should have resulted in parts being shipped - I cant be certain but i would imagine the final step of the warranty process did not get complete - meaning approving the order. I am very sorry but our team will solve the issue.
  

  Call ************

   

  Thanks

   

   

   

  Customer response

  05/04/2024

   
  Complaint: 21654222
  
  I am rejecting this response because:I shouldn't have to keep contacting your cs team you guys need to figure out what's wrong on your end because you guys already sent me this in email 

  
  Re: Contact Form - Warranty Customer Support <********************************************************************> Fri 4/19/2024 6:53 AM To: *********************** <***********************> Order number ******* has been placed to get that sent out under warranty

  So how you can say you can't find anything in your system is ridiculous not only did I attach email from you guys I pasted the text contents I need the front and rear premium n3 shock absorber replacements for my 2013 jeep Wrangler JK 4 inch lift that I was told was being sent out 

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

  Business response

  05/06/2024

  Customer is not willing to make contact with our CS Team. We are happy to help. I have searched the system and i can find anything under name - phone or email. Once customer makes contact we will do whatever it takes to clear up the issue.

   

   

  Business response

  05/07/2024

  Customer is not willing to make contact with our CS Team. We are happy to help. I have searched the system and i can find anything under name - phone or email. Once customer makes contact we will do whatever it takes to clear up the issue.

  Customer response

  05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I contacted rough country and parts are supposed to be getting sent out so we shall see

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

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

  ********, AZ 85128

  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Hard Low Profile Bed Cover for my 2023 ****** Tundra. I was driving from ***** to ******* and the cover flew away on the freeway hitting a car and causing an accident. My insurance covered the accident, however they did not cover my bed cover. I tried calling rough country but they never answer my calls or return my calls. The only time they answered, they send me to a voice mail line. I have tried to send them emails, calls, but nothing yet. Order # **********

  Business response

  04/24/2024

  Our warranty on bed covers do not cover them flying off. All bed covers must be checked to make sure they are secure. We will discount the cost of a new bed cover but will not replace due to install error or not checking to make sure the clamp and hinges are secure. You can call us at ************ and allow us to help with the price of the replacement.

   

  Thanks

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a lift kit, wheels and tires, and tire pressure sensors on 3/11/24 - had all items professionally installed - however, the pressure sensors are not working. The professional installer is advising that they do not work for the truck, and should not have been sold, as they are not being read by the truck computer, nor are they picking up on the sensor reader the shop has. Attempted to contact Rough Country via their chat feature, and instead of handling the issue via chat - the medium I was using as I was unable to call - they simply referred me to their customer service number. This purchase was over $3500.00, at the VERY least they can provide us with sensors that work for the vehicle.

  Business response

  04/02/2024

  Thank you for reaching out. We are able to help. Please contact our CS Team at ************. We will diagnose your issue over the phone or help with a solution.

   

  Thanks

   

  Customer response

  04/02/2024

   
  Complaint: 21512945
  
  I am rejecting this response because:  This is one of the main points in my complaint, the fact that calling is not convenient - why offer chat or email if your only response is to have me waste my time and call...
  
  Sincerely,
  
  ******************************

  Business response

  04/02/2024

  Thank you again. We are happy to help. You will have to contact our CS TEAM at ************. Once they have all your info we can proceed with helping you solve the issue with the sensors.

   

  Thanks

   

  Customer response

  04/02/2024

   
  Complaint: 21512945
  
  I am rejecting this response because:  Giving the same response does not answer or fix your previous response - seriously?  That is customer service 101
  
  Sincerely,
  
  ******************************

  Business response

  04/02/2024

  We are not asking a lot from this customers. We just need them to call in to our office at ************. Our CS Team will need some info from them and then we can proceed with a solution. Continuing to reject our response on here is not going to get anyone anywhere.

   

   

  Business response

  04/03/2024

  From the BUSINESS:

  Sent 4/2/2024 5:05:29 PM

  We are not asking a lot from this customers. We just need them to call in to our office at ************. Our CS Team will need some info from them and then we can proceed with a solution. Continuing to reject our response on here is not going to get anyone anywhere.

   

  Customer response

  04/04/2024

   
  Complaint: 21512945
  
  I am rejecting this response because:  The fact that you cannot just correct the issue via the BBB portal, or your own chat/email feature is appalling, and frankly extremely unprofessional.  Do not offer the medium of communication if you are unwilling to do anything via that medium.

  What is the exact purpose for forcing me to call?  If you have specific questions you need answered, please feel free to provide them to me here and I will gladly respond in a timely manner.  Other than your convivence you have not presented a valid reason for forcing me to do something I have previously advised I am not going to do.  

  Please note, I will continue to seek assistance through any means necessary - and given the total of the order that was paid in full to your company that is not limited to the BBB.  My next option will be reaching out to the **** and the ********************* ***************************** along with placing a formal complaint with the ** Attorney General's office.
  

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

  Customer response

  04/04/2024

  I find it very sad that the BBB would consider a business providing a phone number to be their best effort.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased running boards for my ********************* Oct 2023 via Rough Country website. After less than 3 months the powder coated (supposedly "high quality steel") is rusting on both boards. I contacted the company using their online contact forms (twice). No response from the company. Not even an acknowledgement. I left a one star review explaining the rust and the company emailed me to confirm I left a review. I confirmed yet the rev8ew has not been posted. I used the same company email address (that emailed me) and asked how to file a warranty claim for the rust... no response. This company is hiding behind a website that shows false reviews and absolutely no way to file a warranty claim they purport to honor. Terrible non-existent service. I want my money back but can't even get a response. I have been trying to get a hold of them since late January.

  Business response

  02/26/2024

  Please reach out to us through our CS Team line - ************. You have warranty on these and we will replace.

  
  Thanks

   

  Customer response

  03/05/2024

  Please don't close the case yet. I've spoken to the company and have all indication they will send new boards but I want to make sure before I close this complaint. Thank you. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a bed Cover for my show truck that gets less than ***** miles a year and sits in climate controlled storage. Item was purchased 2/24/23. I used it twice. It went into winter storage. I went to pick it up on 2/5/23 and noticed the back bar of the cover and the latches were broken. The metal had fatigued and the plastic failed. The warranty listed on thier site clearly states it should be under warranty. I contacted them via thier customer support email that day. They responded asking only if I was at the same address. I sent them 3 emails stating I was at the same address and herd nothing back. I again contacted them with the entire story. This time they responded, and I quote (mind you, I sent them the receipt with the order number), "I looked and did not see where an order was placed, we do not offer that cover anymore. If you could provide me with your year make and model I can get one of our updated covers sent out to you." I did exactly as they asked and heard nothing. Today, I asked (not politely) to respond immediately. Nothing. No response. So, this is my last effort before I have to get an attorney involved.

  Business response

  02/15/2024

  ******

  Thank you for reaching out. We are here to help. Give our CS Team a call at ************. We will need to you provide pictures of the damage and then we can authorize a replacement.

   

  Thanks

   

  Customer response

  02/15/2024

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

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

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

  **********, ** 49418

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a set of seat covers on 12/18/2023. They didn't fit my specific truck. I've been attempting to go through the refund process but I can't get a response as what the next steps are. I submitted the initial refund request and got nothing. I've emailed them but they don't respond. I called the customer service and the stupid idiot that answered told me to resubmit my request even though the return form tells you not to do that because it could slow down the return process. I've emailed them again and called. The staff seems so inexperienced and inept that the second time I called the person on the phone actually said they didn't know what to tell me and I should just call back some other time. I need to figure out how to return these seat cover. Someone from rough country needs to reach out who knows what they are doing so we can resolve this.

  Business response

  01/15/2024

  I will have returns reach out to you with a call tag label.

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  According to the attached supporting documents from the rough country website which I reviewed prior to my order, it states same day shipping and arrival within 2 days to ***** according to the map key. I placed the order assured that it would arrive prior to Christmas. Its been 3 days since the order with no shipment. I called CS to check status and see if there was a problem. I was told that they still had to weigh and ship it and it wont be arriving until next Friday. Thats TWO WEEKS from when I placed the order online at 2pm cst well within same day shipping according to the policy. The invoice states order was placed at 748pm which is incorrect, yet irrelevant due to it still not being shipped 3 days later.

  Business response

  12/21/2023

  We apologize. The xmas season has caused some bottle necking getting orders out the door. I have checked your order and its been pulled and put on a truck. The truck is scheduled to leave the building today.

  Sorry again for the inconvenience and Merry Xmas.

   

  Thanks

   

  
  

  Customer response

  12/21/2023

   
  Complaint: 21036792
  
  I am rejecting this response because: shipping 4 days later without any expedited delivery does not rectify my complaint. I understand the busy season.  However my second order (placed very late following day , attached in supporting documents) shipped well before the more expensive first order is contradicting this statement. I feel that if shipping is delayed, it should be expedited or a discount given. 
  
  Sincerely,
  
  *****************************

  Customer response

  12/27/2023

  It is the 27th with no response from RC.  The order said its shipped 12/23, but the status had stayed in processing 4 days later. The tracking number provided on 12/24 still isnt valid when looked up. 

  Business response

  12/28/2023

  Your order was placed on the 19th - We shipped your product on the 20th. ***** shows your product delivered on 12/22/23.

  Your tracking #'s are 723132539712,723132539701,723132539723 - And the pictures on ***** show the packages left in the entry way by the garage which i checked ****** maps to verify that was your home. If you have any questions please contact us at ************

   

  Happy New Year

   

  Customer response

  01/02/2024

   
  Complaint: 21036792
  
  I am rejecting this response because: The information you provided is incorrect and I have included attachments showing it was ordered dec 18th at 1:48 pm. The second attachment shows that I received a email from ***** to schedule delivery. Since it was already almost TWO weeks since order was placed I took it upon myself to pick it up directly from ***** facility. The order you may be referring to was the steps (separate order) which did ship and arrive on time. The ball was dropped on the bumper(s) order, not the steps. Please see attachments for proof. 
  
  Sincerely,
  
  *****************************

  Business response

  01/05/2024

  You are correct. As i did into this more there was a systematic error. If you would like to return the order at no charge. Please contact us at ************.

   

  Thanks

   

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product. Recieved but mouse f**** is falling out of box as I'm bringing it inside. After waiting 2 days I call again for resolution. Have no idea what was sent to me as resolution. A blank order form. So I call again. This guy is rude but sends me a return email. I filled it out and got labels. Went to ***** who refused shipment because of the f**** falling out of the box. All I want is my money back and to never do business with these people again. They're as rude and unhelpful ad it gets!

  Business response

  12/20/2023

  Hey *****

  I am showing you called yesterday and a new replacement order was keyed to ship. If you would like to cancel this order and have us pick up the defective unit for refund please let us know at ************.

   

  Thanks

   

  Customer response

  12/20/2023

   
  Complaint: 21031813
  
  I am rejecting this response because I was told by ******** in an email to throw it away. I was told yesterday by ***** that would recieve a credit as I do not want another box from them shipped to my house. I never once asked for replacement. 
  
  Sincerely,
  
  ***************************

  From the CONSUMER:

  Sent 12/20/2023 1:21:03 PM

  Please ask to speak with *****. He said he has this fixed 

  Customer response

  12/20/2023

  Please ask to speak with *****. He said he has this fixed 

  Business response

  12/20/2023

  We can only refund a product that is returned. You can call in the office to cancel the new one that will be shipped out to you next week as we are currently in process of injection molding more inventory at the moment..

  The specs of black your calling rat droppings in shavings from the hand trim of the plastic.
  

  Customer response

  12/20/2023

   
  Complaint: 21031813
  
  I am rejecting this response because: I have already canceled it with ***** and with ********** The black pieces are not plastic. I know what mouse f**** is and I know what plastic is. ***** also refused the box for feces.  I have in writting from your staff to throw it out, which I took to the dumpster last night. Refund my money as ***** emailed to ***** as agreed by ***** and ******* 
  
  Sincerely,
  
  ***************************

  Business response

  12/20/2023

  Thank you and have a great day.

   

• Initial Complaint

  11/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Nov 20/23 placed an order for truck side steps. There was a countdown clock saying order in the next 3-4 hours and item will be shipped the next day. Also item was in stock. Received an email 2 days later saying item was not at the nearest shipping facility but will ship soon. I looked at my bank records and it showed money come out of my account. Two days later it was put back in my account but not all of it. About $70 less. I emailed them asking why this was. All they wrote back was my order was cancelled. I never cancelled my order. I emailed them back and said that does not explain the $70 difference. They said call customer service. I called customer service and the guy put me ********************** to accounting but it was just an answering machine. Left a message but havent heard anything back yet. This is straight up theft. Even if they say its a restocking fee, I never cancelled the order. They did.

  Business response

  11/30/2023

  I apologize for any inconvenience this has caused you. I pulled your order and show the cancellation being the same refund as the original charge. 

  If you still seeing something different please reach out to our accounting department via email - *************************************

   

  Thanks

   

   

  Customer response

  11/30/2023

   
  Complaint: 20918253
  
  I am rejecting this response because: it did not change anything in my bank account. My Bank records show $937.64 withdrawn and $868.76 being refunded. That is $68.88 short. The response from the business says their records show equal amounts coming out and being returned.
  
  Sincerely,
  
  *****************

  Customer response

  12/06/2023

  Good day. I am following up on my second response to my complaint. I have not heard anything back from the business to fix the problem. $937.64 was withdrawn from my account and only $868.76 was refunded. Ive double checked with my financial institution and they have confirmed the mistake was not made by them. They suggest the accounting department at rough country take another look. Thanks. 

  Customer response

  12/06/2023

  Good day. I am following up on my second response to my complaint. I have not heard anything back from the business to fix the problem. $937.64 was withdrawn from my account and only $868.76 was refunded. Ive double checked with my financial institution and they have confirmed the mistake was not made by them. They suggest the accounting department at rough country take another look. Thanks. 

  Business response

  12/07/2023

  I show we have refunded the full amount. You will need to reach out to your credit card company.

   

  Thanks

   

*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. ↩