Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  so about 18 months ago ordered a grille and brush guard for my 96 f250 add said no drilling frame mount so i purchased the item. i have fought **** and nail the 1st came no mounting hardware, okay easy 5 ******* friday job. then i was told all pictures and descriptions are generic by go rhino i was like okay i guess. i recieved a 2nd replacement came damaged missing mounting hardware took 6 months for them to agree to send me another fast forward another 6 months i get another has mounting hardware to the bumper not the frame what do you do at this stage. that one came damaged aswell. this is just becoming redicoulous. i have sent over 200 emails trying to get this resolved unknown if the zoo of monkeys can get anything done. i finally after 18 months got a supervisor again only took 18 months hopefully my new years esolution is to have a grille guard on my truck undamaged by the end of 2025 item number 3315mb

  Business response

  12/26/2024

  Good morning,

  We have been working with the customer across many different emails from multiple email addresses.  Customer ordered through a 3rd party (******), and did not reach out to ****** with an issue to return/receive a refund through their team until an extended period of time after the return window was available.  Unfortunately, being the manufacturer, we are not the original place of purchase to assist with a refund.  So, we have been working diligently with the customer in order to assist with replacement parts to the best of our ability. 

  We have Supervisor and Manager involved in the process, for which we will be assisting the customer with the replacement part(s) needed to make their product from ****** made whole.  We are now back from holiday, and will continue communicating with the customer to assist with product for their purchase made beyond their return window from Amazon.  We look forward to assisting the customer, further. 
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In order to repair my vehicle, the body shop removed my grille guard. When they replaced it, they left out one of the mounting brackets. I called the repair shop and they dont have it. I called Go Rhino to try to buy the bracket, or even the whole hardware packet, and I was told they dont sell individual components! The only way I can get my bracket is to buy a new Grille Guard, it costs about $400.00. There is nothing wrong with the one I have, I just need a $5.00 part and they wont sell it to me. I am very disappointed in this company, and will never buy one of their products again.

  Business response

  06/23/2024

  Hello from Go Rhino!

  Thanks for reaching out to us.  We are reopening your case within our **************** team, and will attempt to review any option(s) we may have to assist.  Unfortunately, the component(s) you are requesting are not set up in our system with pricing.  Currently, these are only included with our finished goods sold/shipped to our customers.  However, we are going to review alternative solution(s) internally, and we will reply back to your original ticket email. 

  You can expect a reply within the next 1 - 3 business days.  We look forward to working with you, further! 

  REF: 666457c43252cb04cd16022b

  Director of ****************
  

  Customer response

  06/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Go Rhino BR6 bumper on 12/5/2023 through the Realtruck offroad accessories vender for $1728.88 (order# *******). During installation I encountered: 1. I was unable to install parking sensors #2 and #5 in the correct orientation due to the bumper mounting brackets interfering with them. Go Rhinos own instructions explicitly stated to install all sensors exactly as they were removed from the factory bumper. This bumper was engineered in a manner that prevents me from installing parking sensors correctly.2. I was forced to rotate both sensors 180 degrees to successfully mount them. 3. Rotating them 180 degrees required me to swap keycode mounting plates from locations #2 and #5 locations. 4. The mounting holes on the keycode plates arent centered, so I could only use a single mounting stud (which are pre-welded on the BR6 bumper) to secure each of them. Using the second mounting stud wouldve placed the keycode plate opening off-center from the pre-drilled sensor holes in the bumper. 5. When tightening the #5 keycode plate down, the upper mounting stud snapped off of the bumper. I have 2 critical sensors mounted to this expensive bumper with a single mounting stud. 6. I noticed that some of the bumper welds arent 100% complete. This is a safety item.7. My takeaway from this, is that quality control is seriously lacking at this company. Engineering is a significant issue as well. 9. Go Rhino customer service told me to email my problem statement to the company. I did so and got no reply.

  Business response

  02/13/2024

  we are not able to refund this since it was not purchased direct. We can take it back as a return through Real truck. You can contact the place of purchase (Real Truck) and we can issue a return. They can contact us if they have any questions.

  Customer response

  02/13/2024

  Hello,

  I  don't accept your recommendation for me to return my purchase to your vender as being a legitimate remedy for my hours of frustration while trying to adapt your product to my vehicle. Your product is poorly engineered and any potential customer considering to purchase it should be informed. Not only is the BR6 bumper poorly engineered, it is also poorly constructed. Welds aren't completed and one of the sensor mounting studs broke off. How would this stand up in a collision? I have my doubts.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased at set of running boards directly from Go Rhino on 8/31/2023 and understood that the mounting brackets and hardware were not included. So I purchased the Go Rhino mounting kit on Amazon.com which arrived later. Although the mounting kit compatible with my vehicle according to Go Rhino, the wrong hardware was included. I contacted Go Rhino customer service for help and verified that I had the correct mounting kit for my truck. The representative told me the correct hardware would be mailed out. I continued to communicate with the representative about the hardware which I have yet to receive. So, I returned the mounting kit to Amazon thinking it may be a mistake and ordered the same kit afterwards. This kit was identical to the last one and also had the incorrect hardware. For both mounting kits, the hardware inventory sheet had the parts listed on it that I was missing. Then, the set of installation instructions in the mounting kits were different than the running boards. I understand the mounting kit is universal and used on different vehicles but this is ridiculous. Go Rhino should just include the correct mounting kit with the runnning boards during a purchase. The last resort I attempted was to purchase the missing hardware myself but I cannot find the correct square bolts at any local hardware store that are required. I have been a Go Rhino customer but this is by far the worst experience. I have spent many hours of my time trying to look online for the correct hardware and find it in stores but have been unsuccessful. Where is the hardware I need?? I bought the running boards separate because I understood that the mounting kit would have it. I have not received any more communication from customer service about my issue. If anyone from Go Rhino could email me please.

  Business response

  09/29/2023

  I do apologize for the delay on the parts. I will be sending you ************* head bolts today next day delivery.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received the go rhino hitch step two weeks ago and immediately after putting it in the hitch and stepping on it broke. The step twisted about 90 degrees. I emailed them with all the necessary information for a refund or credit to be able to return them and they never responded. So I emailed them again and still no response. I have the side steps which I love but the hitch step that was almost 150$ is absolute garbage. The welds are awful and its made of what looks like is sheet metal. Buyer beware do not purchase from this company, save yourself money and time. Complete rip off.

  Business response

  07/18/2023

  Hello, 

  I apologize we are running behind on our emails. We did receive the email 7/8. A refund will be issued today.

  Customer response

  07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I was issued a full refund, the product I received was defective but the customer service was good. They said theyve just been busy and I mistook that for being ignored for a week. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted ************************************* Go Rhino's **************** and care specialist. Thats 's a joke. Over the course of 8 emails and 3 phone calls beginning May 31st, 2023 . I have been waiting for replacement parts for a $200 bracket set I received at the end of May that were missing in the box. *********************** has dodged my emails until I began calling her directly. I keep getting empty promises that the items will be shipped, then all of a sudden are on backorder. yet show in stock on their site. She as much as promised me yesterday to call me back and give me a tracking number and that she guaranteed they would be air mailed out 2 day air mail to me . She never called back or emailed the tracking number. I called her today and she put me on a lengthy hold, and said her warehouse shipping guy wasn't in yet. And that she thinks they shipped and can't give me a tracking number she doesn't have. Empty promises and not parts shipped and they got my money for the original item over a month and a half ago. I emailed her again and no response. I am beyond upset at this point . Something has to be done to rectify these empty promises. I have attached emails a month ago where in June she said being mailed out tomorrow. Also on phone calls said it several times. And here we are July 13th and no proof of item sent. enough is enough

  Business response

  07/17/2023

  Hello, 

  This order was purchased from a ********** is not a direct purchase. The part was on back order. It was shipped 7/13 *** 1z5rw3760478080190. Thank you 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Feb 28, I filed a complaint on a purchase I made. The manufacture has been little to no responsive on a Bed rack for a Jeep Gladiator. The complaint is due to missing pieces I sent photos reported the purchase cost Overland Xtreme Rack. The photos show the missing part. A simple fix. Part #: 5950000T-02 ***** Home Delivery Arrives by: 02/19/2023 1 $399.48 $399.48 Shipping address ******************* ************************************************** Subtotal $399.48 Shipping $0.00 Tax $14.78 Total $414.26 Overland Xtreme Rack Part #: 5950000T-01 ***** Home Delivery Arrives by: 02/23/2023 1 $450.47 $450.47 Shipping address ******************* ************************************************** Subtotal $450.47 Shipping $0.00 Tax $16.66 Total $467.13

*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. ↩