Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 28th, 2024, I purchased an item based on website description and sales representative confirmation. I was told that my vehicle did not need to be cut in any areas other than a small trim on one bracket. The website says "Bolt on installation ************ required." The salesman told me there was going to be one minor cut I would have to make, which I was okay with. Upon installation of the item, much more needed to be cut on my vehicle, which would not only avoid my warranty, but could block air flow thus damaging the vehicle. There are many factory items requiring modification on the vehicle including but not limited to grinding off frame extensions, cutting tabs off the transmission cooler bracket (the only one I was told I need to do), cutting vents on back side of turbo cooler, and shortening transmission cooler hoses. This clearly is not just a bolt-on installation as there website misleadingly describes. Westin has offered to refund only the item but they will not pay return shipping nor guarantee to refund the item in full if there is any damage. There is currently no damage but damage may occur during transport due to its large size and weight.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Westin HDX Drop Steps from Extreme Terrain on 7/13/2017. I noticed some rusting on the 4 step plates about three years later and I contacted Westin regarding a resolution to this issue. This was just over the three year warranty period and I was informed by their customer care team that there was nothing they could do because the warranty period had expired. It was obvious to me that the process used to coat/paint the steps was inferior as I have never seen any rusting like this in such a short period of time on any product. I visited a couple coating houses in the area and they were surprised as well at the condition of the steps after three years. I also found many reviews from many customers who have encountered the same problem. I contacted Westin again earlier this week and the customer care team told me that my only recourse was to purchase replacement steps for about $46 each from Amazon - however they would not warranty these replacement steps against rust even though they are brand new! The customer care agent could not explain to me why the new steps would not be covered! This is a very poor policy from the manufacturer. I am looking for a refund of my purchase price of $399.99 plus CT sales tax or replacement of the item

  Business response

  06/02/2022

  Business Response /* (1000, 6, 2022/04/29) */ Hello **** Our apologies as they way your inquiry was addressed. I will personally contact you if you can please e-mail me directly at ************************** Consumer Response /* (2000, 8, 2022/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking directly with the customer care manager my defective item was replaced.

*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. ↩