My experience with Tonneaucovered.com. Buyer Beware

I purchased an MX4 Bakflip for my off road long bed back in February of this year. The first lid had delamination on one of the panels. When I reached out to them, they initially told me to go directly to the manufacture but I pushed back and got them to handle the warranty claim.

The second lid has since broken at the plastic ends. I call Tonneaucovered again and the same guy name Shaun tells me to go directly to the manufacture. I state to him that I was his customer and that he made money off my sales. Furthermore, I stated he was an authorized dealer that should be able to handle my claim. He states he cannot get anything done for 4 to 5 weeks. Picking up the tone and vibe from him that he didn't care to help, I told him Tonneaucovered would never get my business again. I'm irritated beyond belief so I hang up.

Apparently he expected his customer to cower and just go away. He calls me back all aggravated to ask me if I'd like him to contact Bakflip for me since I was making something out of nothing. I proceed to ask to speak to his manager which he quickly replies "I am the manager". Absolutely no sense of customer service. At that point, I decided I was done with this company and told him I needed nothing from him anymore and that I was sure to leave my review on this company. Excitedly he responds with "Is that a threat?!" In my opinion, that's an illogical response in a situation he created. My response to him was to provide me an email address so I could send him the links to my reviews since I was making a statement of fact.

This is my experience, your mileage may vary.

 

Fuck him and that company. Even under stress someone should never act like that. COVID has created a lot of issues for resellers so it might be good to have some grace but it seems he took it personal.

 

my backflip from Amazon came shitty. To be honest I think its just backflip longbed tonneau are shit.

Mine came in with tons of deformations and didnt line up right.

 

The replacement lid that was sent to me had cut wheel marks on the framing, luckily it was on the underside so I just sprayed them. The weather stripping is also starting to pull out from the framing. Pretty disappointing for being a $900 cover. I will say, Bakflip themselves have been easy to deal with. It just irritates me that I made a choice to go through a dealer, they made money off me and then I get turned away. What's the point?

 

no yea I agree, i was just annoyed that an almost 1k bed cover has literally zero damn QC. Like you didnt have to look hard to see that it was damaged.

 

I worked in Retail for many years, abandoning your customer and not helping them with your supplier guarantees they will never be back. Getting a new customer is much more expensive than keeping an old one. Claiming you can't get something done for 4-5 weeks is just an attempt to make you give up and leave them alone. It's not 1972, nothing takes 4-5 weeks.

 

Oh I've had grace. Believe me, I think about my kids being in the workforce some day and having to deal with shitty customers. As an example, I see how shitty the younger kids get treated at places like Lowe's and HD. I feel for them, so I actually try and help them when I can. But when grown men act this way and are so dismissive and try to put it back on me, that's a no no. Have some self awareness.

 

So much easier to deal with a local business. Online you’re just a number in the computer.

 

I'm starting to realize this. Would have been better for me to fork up an extra 60 bucks and purchased locally.

On a positive note, I contacted Bakflip and they said they would send out replacement parts in 3-4 days. So much for 4-5 weeks. To be fair, it's a nice cover, but if you expect something rugged, look elsewhere. I think its worth $400 bucks at most.

 

The warranty is between the manufacturer and the customer...the dealer is not a party to that contract while it maybe “good business” for them to help you out with your claim it’s not really their obligation it’s actually yours unless they specifically provided a guarantee at the point of sale.

 

I ordered my Lomax from truck alterations. It came with a slight ding in one of the panels which I could have lived with but it was fairly expensive. I shot truck alterations a quick email about it. Got an immediate response that he'd contact the manufacture for me.

I was given the option of having a new one shipped or a credit. I took the credit. I'll say truck alterations was great to deal with and I'd buy from them again.

 

What an a-hole move by the manager. I bet an email to backflip with both your and his info, explaining your issue would get him primarily off the hook and the mfgr would pick up the issue.
Not to get too off track, but as a sub and supplier for a contractor ( Ive done many uneventful jobs to satisfaction with him) I worked hard to go over an item's selection with the homeowner for a new $1+ million dollar home. Customer selected the cheapest option at the last possible minute, while waiting to get paid the balance the customer is now unhappy with their choice and is making me dance for my dinner, even threatening to bring in a competitor to "check" my work and dock me the cost. Drove the 60 miles and bit my lip to see the issue up close. It was his expectations, There was no issue and I had to again explain the workings and limitations of said product they chose. He is checking with his wife to see if my explanation will allow him to cut me my check. The mechanic lien paperwork is a click away from being filed at this point. A simple, "check is in the mail, can you swing by, we have some questions about X now that we are in the home" would go along way today.

 

I was initially turned away after 1 week of purchase. I'd expect "good business" from any dealer that takes this much money from me. You are correct, it's their call to make. If they chose to end the transaction at time of delivery, that's on them and for us to choose where we go next time around. Responding the way this manager did ensures I will never be back.

The beauty about America is that we have choices. I'll exercise mine, as everyone will exercise theirs. I'm posting this to hopefully save some people a headache.

 

See that's what I'm talking about!

 

Do you know him?

I asked to speak to the manager because the dude called me back all excited. I wasn't about to sit there and argue with someone who clearly didn't care to help.

 

Magnificent memery. Truly.

 

Adam Sandler? Nah, I only know him from the movin picture screen. Uncut gems is pretty good though.

 

I stopped watching Nickelodeon when I was 12.