(Alleged) Addicted OffRoad Poor Costumer Service

[Park]

So My problem began a month ago when this grandma pulled out in front of me. I locked up my brakes but still hit her at around 25mph. Pretty sure I totaled her car (I wasn't at fault). My AOR bumper saved me for sure. Since then I've been trying to get ahold of Scotty or anyone at AOR for the past month to order a new bumper-to-frame mount. My calls have been unanswered, I've left them emails and even pm'd them on t4r, but to no avail. So what gives? This is getting ridiculous. Why cant I get ahold of these guys


Edit: This issue has been resolved. Scotty is a good guy. He did eventually get back to me and got my part shipped out the same day. I apologize to Addicted Offroad for all the excessive negative comments that have ensued. I feel many of them are unfounded. Did not mean to create a bash tread.

 

[snivilous]

They're known to have shitty customer service. I think you're SOL. From what I've gathered on the forum it's acceptable to some people to run a company with no customer service and over running lead times because they make an okay product. This is one of the big issues with many offroad companies in my experience, and the tolerance of some customers is what keeps them alive.

 

[Ryderblackbird]

Glad thats the only damage. At one point in my dealings with them it went on for weeks without a response. I would look for a local fabricator that can just replicate the mount.

 

[gclark14]

My order was placed on September 7th and my rear bumper and sliders have yet to ship. No answers on phone calls, emails or anything. Sad part is I ordered from them because of everyone saying "just call Scotty, they have good service and will answer any questions"

 

[IBallEngineer]

They're known to have shitty customer service. I think you're SOL. From what I've gathered on the forum it's acceptable to some people to run a company with no customer service and over running lead times because they make an okay product. This is one of the big issues with many offroad companies in my experience, and the tolerance of some customers is what keeps them alive.

I have yet to find a company of this type that gives quality service. They will lie to your face to get the order, then bullshit and hide when they are supposed to deliver. I twice had to have Schrockworx refund my money, after 120 days and they hadn't even STARTED to build my parts. When a company quotes you 60-90 days to deliver but demands full payment up front, I stay away.

 

[A.Wilson013]

Call them up and leave a message saying you're thinking about purchasing new bumpers front and rear, sliders, etc.

That's a bit of money, they'll probably respond.

 

[A.Wilson013]

You can also tag them here on the forum... [MENTION=17736]AddictedOffroad[/MENTION]

Since they were logged in on the forum just yesterday, you can be sure they'll see it.

They won't respond though.

 

[AddictedOffroad]

Park, call me on Monday, during normal business hours. 8-5 M-F. I will get it handled. I have been out of the shop most of Dec dealing with family matters.

FWIW, I just went back through every voicemail I have received over the last month. Only one from Oklahoma was a broken up mess that I couldn't even understand on 12/29. Although, I checked the phone log today and I received a call from OK today, but no voicemail. (we are closed on weekends).

 

[AddictedOffroad]

Glad thats the only damage. At one point in my dealings with them it went on for weeks without a response. I would look for a local fabricator that can just replicate the mount.

Ryder, I just went back through our entire communication process. A total of 45 emails between the two of us. I will admit that I was traveling a lot during the month, but I always tried to keep you informed of what was going on.

I will admit, that my email and phone response was very lacking during the last month or so. Its been hard to get to every email and phone call. However, that is all on me. I won't bore you with semantics or excuses. What I will do, and have always done, is deliver on every bumper/slider/order that we have. We have been running behind on turn times, that is obvious. We are in the process of cutting turn times asap.

This week we built 20 tube bumpers and several plate bumpers. They will be shipping on Monday and Tuesday of this week. Most of those orders have already been emailed tracking numbers thru Fed Ex.

 

[gclark14]

Ryder, I just went back through our entire communication process. A total of 45 emails between the two of us. I will admit that I was traveling a lot during the month, but I always tried to keep you informed of what was going on.



I will admit, that my email and phone response was very lacking during the last month or so. Its been hard to get to every email and phone call. However, that is all on me. I won't bore you with semantics or excuses. What I will do, and have always done, is deliver on every bumper/slider/order that we have. We have been running behind on turn times, that is obvious. We are in the process of cutting turn times asap.



This week we built 20 tube bumpers and several plate bumpers. They will be shipping on Monday and Tuesday of this week. Most of those orders have already been emailed tracking numbers thru Fed Ex.

Any chance my rear bumper and sliders will be shipped any time soon? I have the front sitting around staring at me because I'm trying to get them all painted at once and I would like to have some idea of when that will be.

 

[IBallEngineer]

Ryder, I just went back through our entire communication process. A total of 45 emails between the two of us. I will admit that I was traveling a lot during the month, but I always tried to keep you informed of what was going on.

I will admit, that my email and phone response was very lacking during the last month or so. Its been hard to get to every email and phone call. However, that is all on me. I won't bore you with semantics or excuses. What I will do, and have always done, is deliver on every bumper/slider/order that we have. We have been running behind on turn times, that is obvious. We are in the process of cutting turn times asap.

This week we built 20 tube bumpers and several plate bumpers. They will be shipping on Monday and Tuesday of this week. Most of those orders have already been emailed tracking numbers thru Fed Ex.

Sure hope the OP's parts are in that shipment. [MENTION=98653]gclark14[/MENTION], should not, nor should anyone have to wait 90 days in my opinion. Especially not if they pay in advance. I know the troubles involved in procurement, having employees, paying taxes and everything else involved in running a business. I think maybe a system where you bill the customer's credit card when production actually starts, like a few weeks before it ships. Just a suggestion, clearly you don't WANT to alienate your core customers as evidenced by your recent posts. Hope you are able to get a handle on it.

:shrug:

 

[IsaiahC]

Not trying to jack the thread but what kind of lead time would be expected if a 3rd gen front plate bumper were ordered right now? I ask because I'm in the market for a nice plate bumper.

 

[absalom]

I've yet to meet someone who was actually at fault in an accident

 

[JeepKiller]

Good luck op, but that's why I went with CBI :bolt:

 

[AddictedOffroad]

Sure hope the OP's parts are in that shipment. [MENTION=98653]gclark14[/MENTION], should not, nor should anyone have to wait 90 days in my opinion. Especially not if they pay in advance. I know the troubles involved in procurement, having employees, paying taxes and everything else involved in running a business. I think maybe a system where you bill the customer's credit card when production actually starts, like a few weeks before it ships. Just a suggestion, clearly you don't WANT to alienate your core customers as evidenced by your recent posts. Hope you are able to get a handle on it.

:shrug:

OP has no parts on order with us. He got into an accident and wants to order a replacement crossmember which we will get handled. I talked to him last month, but he didn't order anything at that time.

We normally do not sell our crossmembers separately of our bumpers. But, will in a case like this when he is the original purchaser of the bumper.

 

[AddictedOffroad]

Not trying to jack the thread but what kind of lead time would be expected if a 3rd gen front plate bumper were ordered right now? I ask because I'm in the market for a nice plate bumper.

8-12 weeks.

 

[IBallEngineer]

OP has no parts on order with us. He got into an accident and wants to order a replacement crossmember which we will get handled. I talked to him last month, but he didn't order anything at that time.

We normally do not sell our crossmembers separately of our bumpers. But, will in a case like this when he is the original purchaser of the bumper.

I stand corrected, gclark14 was not the OP.

Now I will ask you this, WHY? Why not offer the crossmember? That is why people like me, are down on business' like yours. I've seen it for over 30 years and it is very frustrating. No one should have to buy a $600 bumper when all they need is a $45 part.

 

[AddictedOffroad]

I stand corrected, gclark14 was not the OP.

Now I will ask you this, WHY? Why not offer the crossmember? That is why people like me, are down on business' like yours. I've seen it for over 30 years and it is very frustrating. No one should have to buy a $600 bumper when all they need is a $45 part.

Because it only works with our bumper. Its not a $45 part either. Its a CNC'd cut, formed, welded piece. And, since it only works with our bumper, we don't sell it separately.

 

[IBallEngineer]

Because it only works with our bumper. Its not a $45 part either. Its a CNC'd cut, formed, welded piece. And, since it only works with our bumper, we don't sell it separately.

I think you are missing my point. I fully understand it has no application outside of your bumper. But if someone needs it, they need it. Your earlier post conveyed a feeling that you are making an exception for the OP. You may not agree, but that's what we are taking away from your response. It's that sort of attitude that make people want to go elsewhere. Please take my criticism as constructively as you can, I have no vested interest in this situation either way. I'm merely relating the frustration a consumer feels. The average purchaser of your product isn't an builder who can fab something up. He's just a guy who liked something you sell, and paid your price. He has an expectation that you will be there for him when he needs you. I think you'll come through, it just doesn't need to be an issue.

I'm going to stop responding to this post in order to NOT have that title showing up, I'm sure you can appreciate that.

 

[12BYotaFan]

Because it only works with our bumper. Its not a $45 part either. Its a CNC'd cut, formed, welded piece. And, since it only works with our bumper, we don't sell it separately.

You offer parts for other people to build with. You offer a frame reinforcement kit for 2nd gen 4runners.

Yet you don't see a market for selling your crossmember and winch base? I have a hard time wrapping my head around that.