Customer ReviewsforRocky Mountain ATV, Inc.

Rocky Mountain has a policy that if they make a mistake and send you a product you didn't order, then you (the customer) are responsible to fix THEIR mistake and either send it back or pay for the product that they sent by THEIR own mistake. If you choose not to comply with either option, you can no longer order from them. So essentially you the customer are punished for THEIR mistake. You (the customer) are somehow financially responsible for their mistake. They would rather lose future business then to write THEIR mistake off as a loss and at least retain a paying customer long term.

******, We appreciate your feedback and concern. We do our best to take care of our customers and ensure their experience with **********************/MC is one of the best. In rare situations like this when a customer receives wrong products that are higher in value we do attempt to get those products back. In your situation the product you accidentally received had a retail value close to $200. Because of the value of this product we sent a free shipping label so you could drop off that product and it could be returned to us at no cost to you. Typically when a product is received back we will also issue a gift card or credit as a thank you. Unfortunately in this situation the product was not shipped back to us which causes a flag for us to try and reach out and remind you to return the product. If possible. With higher value items like this we do flag the account for no orders until the product is dropped off at the shipper to come back to us. We understand this is frustrating as it was our mistake. However these mistakes are infrequent and correcting them helps us to keep our prices as low as possible as we minimize losses. we appreciate your understanding in this matter and will be reaching out to you shortly to help resolve this issue moving forward. Thank you,

There shipper lost a package. The company will not issues a refund until there satisfied that it is lost. But several people has been looking and all give the same B.S. answer. And won't issues a refund. Horrible customer service. 1 person says no manager the next says I'm a manager the next says nobody is here to handle the problems. Last tracking was 1/26 no further info on location 1/30 but that is not enough for them to issue a refund.

We have started a trace on your package with the carrier at this time it can take 48 hours for us to hear back on what is going on with the package, once the claim is closed then that is when we can look into a refund. We apologize for any inconvenience this may have caused.

Horrible customer service. I ordered $1,700 worth of supplies for my UTV. I had one problem with a plastic clamp that snapped on a $59 dollar grab handle. When I called, I was told they would have to run it by their "warranty department" and would call me back! I waited the rest of the day and no one called. I emailed them and told them if they could not get the part, to please send me return authorization. I waited another day and still have heard nothing. When I called back again, they tell me they are still waiting for someone from their "warranty department" to get back with them! I am done with this company. No more orders from me. I wish I had seen all these bad reviews before I placed my order to begin with. The shipping was prompt and the ordering process was simple.. But their customer service is pathetic !

Thank you for your feedback. We apologize for the inconvenience and poor experience with our company. We have reached out to you directly to try and rectify this situation. We value you as a customer and would love another opportunity to work with you and show you that customer satisfaction is important to us.

Stay away from this company. They sent me wrong parts and would not exchange or even try to fix the issue. And they made the mistake. Worthless company.

We apologize for the frustration. It looks like we have corresponded through email with you to let you know which parts you would need for your machine, we would still be happy to exchange these for you if you are interested in that please reach out via phone/email and we would be happy to get you taken care of.

Beware they will take your money and hold your order until you verify your bank account. I normally would be ok with this but they take your money first before verification!! For me this caused a 5 day delay with my bank...not sure why maybe because holidays. Was going to just return items until i see the horror stories of people not getting their money back (just look at the other reviews on here).Hopefully i have no further problems with this order. Please consider updating your bank verification process to happen before taking peoples money. If this is a process for every order this will be my last from Rockymountainatv

I have dealt with Rocky Mountain ATV for years and a good amount of money. However I purchased a set of panniers and rack for my 2022 klr650. The boxes paint job was not powdered coated as stated. There were runs, holidays and flaking. Stickers were on upside down. The rear brace butted up against the rear fender tight enough to do damage over time. The left lower brace was a half from contact to the mounting point. Requiring me to purchase nylon spacers to relieve the stress. The right lower bracket was the same, with the additional problem of being a half short. I can live or fix all the problems except the right bracket. I am unable to stretch it. When I contacted them I was unable to speak directly with a tech, just a cs rep. ********* to solve the problem through PayPal. They offered a refund minus taxes and I pay for shipping. Heck for that amount I could purchase a new rack. All I asked was to have them send me the Right bracket. Considering they sent me a defective part I feel they should offer a solution that does not cost me money. Worst service I have ever seen.

Hello ********, we sincerely apologize for the inconvenience this may have caused you. This kit is a machine specific part. However, our ******************* has looked into this specifically and were able to determine that the fitment for this part is correct for your machine. We do offer a warranty for these parts if the parts are defective in any way. We'd love to assist you with this and help rectify the situation you're experiencing. In order to do so will you please provide 2-3 pictures of the fitment issue you're experiencing? Once we have this information we will be able to help you.

Funny! I first submitted a warranty request through the warranty department, with several photos. I did not hear from them, so I contacted customer service. They said this had to go through the tech department first, so I had them forward my request from the warranty department to the tech department. I heard nothing. I did a chat. I then received an email stating these fit. Yes I know. But mine did not on the right side. So I contacted customer service again and ask to speak to the tech department. I was told I could not as a matter of policy. They would forward the information. This went on a couple of times. I then went through PayPal. You offered the standard return policy. I am not paying to ship back a defective product. Plus all I asked for was to replace the right side. Plus you know they are not like new. I drilled the boxes and mounted. So your empty offers carry no weight. I have since discarded the cardboard boxes and moved on. I am on my long motorcycle journey, as I told your customer service rep. I left on the 1st. When I get back I will spend the money to have them fixed by a fabricator. I must say I love your canned response. Have a good day

Plus I sent several photos at the start as asked for!

Follow up on my brake pads I ordered for our atv. Pads had to be shaved down to fit and hole had to be drilled out bigger to fit. Rocky Mountain ATV guaranteed fit (BS). Fast forward 3 + weeks later I get a call from them asking how the product worked (they read the review) I told them the issues I had and they offered me gift card and said they would call me back the next day to discuss amount, still no call back or gift card.

Hello, Thank you for your messaged. We were able to look into this for you and compare the *** brake shoe's from your machine to the Tusk Brake shoes you ordered and they are near identical where the fitment issues you're experiencing shouldn't have happened. We'd love to help you with this fitment issue. If you wouldn't mind sending 2-3 pictures of the current condition of the brake shoes so we can see the modifications you had to make so we can try and get a resolution for you. Please send those pictures to ******************************* and include your order number in the subject line. I have issued you a $20.00 to your email on your account for the inconvenience of not having us follow up with you. If we determine that this is a issue that is a Rocky Mountain mistake or a manufacture mistake, we will be more than happy to offer further compensation at that time. If you have any questions or concerns, please feel free to let us know. We look forward to hearing from you.