All-pro off-road lacks customer service ethics!

I ordered an apex front bumper from all-pro for my 2014 Tacoma during the first week of July 2014. I had read on various forums, that all-pro had terrible customer service and that in a few cases, the product arrived damaged. Even after reading these negative reviews, I still put my trust in all-pro to provide a quality product, but was severely disappointed.

After over a month wait to receive my bumper, it arrived with multiple gouges in the powder coat. I thoroughly inspected the packaging prior to unwrapping and found no damage to the packaging. I contacted all-pro and they offered to refund the powder coat fee of $200 or to replace the bumper. I contacted the nearest powder coat facility and they informed me that the bumper was most likely poorly prepped. He said that when done properly, he can hit the bumper with a piece of metal, and while the powder coat may dent, it should not gouge.

Due to the fact that the stripping and re-powder coating, in addition to the 4 hour round trip to the nearest powder coat facility would cost me much more than $200, I requested a replacement.

They informed me that I would be required to package the item and ship it back. I DO NOT have the means or time to package and item to be shipped freight. I SHOULD NOT have to spend my time and money to package an item that was damaged when it left the factory. WHERE is the quality control at all-pro? The gouge was very apparent, and I believe it to be purposely ignored prior to shipment. John at all-pro, rudely assured me that the item was not damaged when it left the factory. The bumper was packaged very well and with no damage to the packaging so it must have been there prior to shipping.

I called Thursday August 28 and was told I would receive a call back Friday and never did. I called again Tuesday unable to reach John, whom was ignoring me and was told by Ryan that I would have a resolution by the end of the day. Once again, no phone call.

I am sick of being blown off and have recently began the process of disputing charges with my credit card company. I would have no problem packaging a normal item to return, but a freight item should not be the responsibility of the customer. All-pro off-road, come and pick up your damaged product or hire someone to package it for me. Due to horrible customer service, lack of quality control and an absence of company ethics, I will never purchase from all-pro again. I will be ordering another brand bumper as soon as I receive a refund.

 

you have a gouge in your PC, don't wan't a refund for the cost to PC it- want a new bumper but don't want to ship your current bumper back

so since you have a few gouges in your PC you want an extra free bumper?

 

x2

Your not being reasonable. Do you expect them to give you a free bumper or send someone to get it? Wtf man

 

package the damn thing up and send it back, its not that hard just need a pallet, some 2x4's, nails, hammer, and some shrink wrap. most freight companies i have worked with can do it for you for a small fee. i would get the replacement and ask to be reimbursed for the packaging materials. pallets you can get for free and the rest may cost you $25.

 

That sucks to hear. I had nothing but great service from All Pro. Ryan went out of his way to be helpful to me.

As for your powder coating guy saying PC won't gouge? It is a lot more durable than regular paint, but it WILL gouge if you hit or scrape it with something stronger than it, regardless of your prep.

 

Not sure what the issue is. Are they requiring you to pay to ship it back? If so, I agree with you... you send me a damaged product, I am not paying to have it shipped back. I'd be pissed off to receive a damaged product anyway.

If all they are requiring is for you to ship it back on their dime... ship it back, get your refund. If you paid with CC, you'll get your refund... and you'll still have to ship it back. The issue is who is paying for return shipping. If it's them... no harm. If they are asking you to pay it... eff that.

 

if someone gave me my money back for the powdercoat, i wouldn't care how it looked, its likely to see trail damage and get covered in mud anyhow.

sounds like solid service to me... aside from the slow call backs.

 

He doesn't say whether he pays or they pay for return shipping.
That is the key point to this issue. If he has to pay, then terrible service for sure.
If he has to ship it back on their dime, then I have no issue with them.

 

Who else would package the bumper?

 

A credit for the powder is reasonable, then you can do whatever you want with it.

 

Many of the vendors who build plate bumpers are more into the Cha-ching end of the business model. It's sad you spend 1k+/- of your hard earned money, pay in advance and 6 months later you receive a less than new product. I ordered my rear plate bumper 4 months ago. Although, I requested a deletion of their water-jet symbol the the vendors attitude was I should be happy with what I get and my special considerations were of little event to them.

It's just the world

 

Well hell, maybe when it comes time for me to order mine I'll opt to PC it myself. I can do it much cheaper (ala free) than $200 at the shop anyhow - a pound of Prismatic powder is less than $20...

 

I don't want a free bumper! I was more than happy to pay the 1250 for a quality product. I am not going dedicate my time, money and energy toward obtaining a pallet, wrapping the hell out of it, and using metal straps, to either have the shipping service refuse to ship due to it being improperly packaged, or all-pro blaming me for improper packaging that could result in further damage leaving me liable.

 

Then your shit out of luck. Take the 200 get it blasted and powder coated by a shop that doesnt want to bend you over the hood of your truck. Or rattle can it.

 

Hi all, just wanted to clear the air a little bit on the situation. No bumper leaves our facility with gouges in powdercoating or any physical damage. When the customer called in with the damaged issue it always sucks to hear but we try to make it right. Once we received pictures of the scratches in the light bar hoop we let him know that we could refund powdercoating of $200. He then described that his nearest powdercoater was close to two hours away. With this new information we offered for him to return the bumper and we would get him out a new one as soon as the old one was received or at least shipped. We offered to pay for the shipping for the scratched bumper to be returned as well as for the new bumper to be shipped back. (Customer should have the pallet the original bumper came on and not have to build a new one)

We personally have no way pallet a bumper for a customer that is no where near our facility. We have looked into three freight companies and none will pallet a package for someone. We are currently looking into another option as well for the bumper to be picked up this week from one of our vendors an hour and a half away.

 

Ryan has always come through for me. Sounds like they tried to make amends. If I got a free powder coat I would be happy even if it had a few dings. Its an offroad bumper. Its going to earn some marks.

 

Sorry man, I think you are being unreasonable. It is not that difficult to wrap and attach to a pallet. My .02 cents

 

So im assuming you bought one of the nicest off road bumpers for a damn mall crawler and cant have any imperfections? Agreed they are expensive and should be in excellent condition upon arrival. That being said you are being unreasonable. You should have fully inspected the item before discarding original packaging. The $200 refund for pc is a perfectly good resolve. I know from dealing with AP that they are not telling the OP he needs to ship back on his dime BS.

I wouldnt normally stick my nose in shit like this but the reason that i am is to help with protecting All Pro's name. Im not kissing ass but this is how shit gets started and being a small business owner myself i understand how harmful one bad experience can be.

Im also going to weigh in for the simple fact that i experienced a similar situation when i received my All Pro Apex. The difference is i witnessed the mishandling of mine at the trucking companies loading dock by some punk ass kid on a forklift. He drug my bumper down the side of the semi trailer while unloading. After confronting him about it he gave me a name and number of a supervisor that i could not immediately get a hold of. Again like the op i was upset for the fact that after paying all that money and waiting for 3 weeks (which i was informed of) it was scratched before i even got to bolt it up. I called All Pro and informed them of what happened. After speaking to Ryan, i was more than pleased. Knowing that it wasnt their fault i was still given a credit for the PC. I since then have placed multiple orders with Ryan and have received the best customer service from him that any one could ask for. Even received a package with a bag of free stickers, t shirt, and can coolers. The last order that i placed with them last week Ryan threw in several hardware items that would have cost me a pretty penny. I have no ties or connections with All Pro other than becoming friends with Ryan over the phone. I have no reason or benefit to say good things other than the fact that they earned it.

BTW a little satin rattle can and my bumper looked good as new. It has since received a scuff from an oak tree that was worst than the punk on the forklift gave it.

All Pro FTMFW My 2 cents. Take it how you want

 

OP, sounds like your bumper is totally useless now. You can't use a bumper with a gouge in the PC. I'll take it off your hands. How's $200 for shipping it to me sound?