Show us your SnugTop!

Truth.


Tomorrow I plan on harassing them with phone calls. I don't like being jerked around. Two thousand dollars and there is no fiberglass frame rail? Refund or GTFO @SnugTop

 

So I got back on this on Wednesday. At this point it had been 2 weeks since I first contacted them, and they were supposed to contact me within 48 hours.

I called Snugtop, and was transferred to customer service. I told the Woman who answered that I had purchased a HiLiner and that it had not come with a wrap-around fiberglass rail. She immediately started telling me that it doesn't come with that and that I was mistaken. I assured her that it did, but she didn't believe me. So, I read to her from their website what the features were. Still, she told me I was mistaken and likely confusing it with a different truck cap. I quoted multiple things from the Snugtop website and she finally asked me where I was getting my info from. I directed her to the Snugtop website. I sat on the phone with her for a couple of minutes while the page loaded (according to her their internet is very slow.) Finally, she is on their website and I talk her through going to caps, selecting the HiLiner, and then reading the list of features. She stares at the page for a while and then asks me where I am reading from. I tell her that halfway down the features list she will find "wrap-around fiberglass rail" and when she sees it she goes: "Huh! It does say that.."

She puts me on hold for a bit and when she returns is immediately back on the offensive trying to pidgeon-hole me into admitting that I made some fault like attempting to install the cap myself, or that I put it on the wrong truck, or damaged the shell in some way, etc. After more time wasted arguing with her, she eventually asks me to send her pictures of the cap on my truck via email. She gives me her email address, I tell her I will send the pictures right away, she says she will call me right back. I take the pictures, send them, then wait.

Two days go by.

I give them another call on Friday.

This time, a guy answers when I get transferred to customer service. I tell him why I am calling, he says "Oh, you're the one with the Tacoma? I'm already familiar with your case!"

Queue the most offensive customer service experience of my life.

This guy tells me that I've got it all wrong and that what I fail to understand is that they list a lot of features on their website, not all the caps have all of the features! I explain to him that I am reading the features listed for one specific cap. He tells me I am wrong and repeats the same spiel. I tell him the same thing. Now, he changes his tune. Apparently the mistake that I made is to assume that my truck year was compatible with the truck cap that I ordered. He tells me that features vary across different truck models and years. I tell him that this is wrong, as the page for the HiLiner clearly states the features that come with it, and that the cap compatibility chart clearly shows my model and year of truck as being compatible with the HiLiner and its advertised features. We argue about this for a while, he ultimately tells me that: "This is why we put the disclaimer on our website, so that people know to ask the distributor about what features exist for their model and year of truck. You failed to do this and were operating on an assumption!" ..he rudely yells at me.

Well, I'm afraid he was right, their website does have this disclaimer:




"Features vary by vehicle year, and model. Please check with your distributor for specific details."

Well, shit. It looks as though I didn't do my research and am just shit out of luck!


Let's take a look at what their website looked like 48 hours before this conversation:



Hmm, that's interesting! No disclaimer?



So I politely explain the situation to this man and why I am infuriated by it, telling him that I have pictures of their website from the time of purchase all the way up to now and that it was in the past 48 hours (after my initial phone call to them) that they put up the disclaimer. "Oh well, I don't know about that. I doubt very much that that is the case!" No, it is the case. I have the pictures to prove it. "Well, I highly doubt that's the case, but, I'll look into it." ..he said in the most sarcastic of tones.

At this point, he is asking me what I want from them. I tell him that I want either the product that I paid for, or a refund and they can have their cap back.

He starts trying to explain the processes that they employ to make the cap and the fact that for my model and year of truck that they use a mold that does not include the wrap-around fiberglass rail. I demand to know why they advertise it as a feature for the cap if the features are model and year specific, yet he dives straight back into his original spiel about how not all the features on their website apply to every cap or truck. "Oh, we have a lot of features listed on our website, not all of the caps have them!"

I spell out for him, as plainly as I can, and in as polite a tone as I can muster, that the feature I am referring to is advertised as being specific to not only the cap in question, but to my model and year of truck.

His response? "Well, we have pictures of dogs in the back of truck beds on our website, did you expect your cap to come with a dog?!"


At this point I was infuriated.


The only information that I got out of him was that my warranty only applied to structural and functional aspects of the cap, not cosmetic ones. If you ask me, something that prevents water from getting into your truck is a functional component, but he was quite adamant that it was cosmetic. I even brought up the example of a rain gutter on a house being functional, but he told me: "No, that is not functional, it is cosmetic!" Then he repeated the dog line...

Oh how I dislike this company.


According to Snugtop, because the features they advertise on their website are not structural and are instead cosmetic, I must go through the distributor to get these wrongs righted. So, now I am in the situation of having to call the good people that installed my cap and whom I bought it through, and I have to be the asshole that fights with them on the phone. In all honesty, the distributor that installed my cap gave me the best customer service. Their business manner was exceptional and I hesitate to bother them with this. Even more so, I cringe at the thought that if this claim goes nowhere I shall be forced to sue them instead of Snugtop.

Fuck.


My advise to you: If you intend to purchase anything from Snugtop make sure you have your features guaranteed and a lawyer on retainer. As soon as they have your money they are done with you and will only jerk you around. Hell, I had multiple lengthy conversations by phone with my distributor where we went over every feature, specifically the wrap-around fiberglass rail, and they told me the features were great and I was buying the best cap on the market. I think they probably weren't aware that some of those features were model and year specific, as the cap I ordered is, according to Snugtop's customer service reps, only made once or twice a year, so my distributor may never have seen that specific cap before.

This isn't to say that Snugtop doesn't make good products, their fiberglass construction seems to be one of the best options on the market. It is their marketing and "customer service" teams that give the devil a run for his money.

 

hi i got cuples question bout the snugtop where r you guy location at im from 90807
and bout the pricing warranty and staff this is for my friend 2015 tacoma dcsb
and im try to get the new 2016 im going to get one for sure was wondering you guys have one that fit the 2016

 

Ha! What the fucking fuck!

 

What the fucking fuck indeed.


I'm afraid I'm considering just giving up and doing what I can to weatherproof it with caulk and flashing

Not sure if it's worth my time to fight this thing through..

May at the very least contact better business bureau... it's shady enough that I don't feel good completely flaking on it.

 

It's fucking absurd, almost comical if it wasn't real.

@randomguy hasn't posted back in here about what they said about his loose and disintegrating fiberglass has he? Last I saw he was saying August is when he was going back to the dealer and that SnugTop hasn't answered any of his attempts to make contact.

@SnugTop you are a fucking joke!

 

I'm just sad my cap didn't come with a doggy!

 

I bought mine second hand and even I got a doggy.

 

This is my 3rd snug product and I love them but everyone of them had paint defects. I actually denied receiving my 2nd product and had to wait another 6 weeks to receive.
This is my current rebel with all the bells

 

Looks nice, wish the ones they made for 1st gen came with wrap-around fiberglass rails!


..especially considering that's how they were advertising them up until 24 hours after I called them and they decided to put a disclaimer on their website.

 

all I can say is. Inspect your snug product before you receive it. If everything is done right it is a great product. The paint jobs just suck ass sometimes.

 

Mine was fixed with a little cleaning up. It hasn't gotten any worse.

I can say with certainty that while I love my Snug, it's the last one I buy. The dealers are a bunch of idiots and the company apparently has no clue what customer service is. Honestly if I had known what I know now I would have bought a Leer.

 

You and me both.

 

Maybe not the best thread to ask in but how much would you guys be willing to pay for a 4 year old snugtop rebel with a Thule roof rack that is color matched to your silver long bed tacoma? There is a truck for sale with it and he said that if I offered him a decent price for just the shell, it was mine. Great condition and it was originally 1800 4 years ago.

Thanks in advance for advice!

 

No more than $1k.

 

Thanks! I've been looking for a shell for a long time. The most I'm willing to spend is 950 so I was thinking of starting him out at 600 to see what he said.

 

Long bed shells up here are a dime a dozen, it's the short bed shells that always are priced high. I got lucky with mine.. but anyway, a similar shell up in my area of Craigslist would probably go for around $900.

 

Yeah. I personally don't like the look of long bed shells most of the time. However, with a lifted truck and a Prinsu rack on top of the shell, I think I can make it look pretty good.

 

I paid $800 for my SnugTop Rebel with rack 2 years ago and I just sold a SnugTop rebel with KargoMaster rack for $500 to a TW member. It was so cheap because you had to cut a small chunk out of the bed rail cover on the canopy.

 

I am blanking on what I paid. I think it was $740.. SnugTop XV with Thule rack, carpet, dome light, flip down rear window and privacy glass.

$2600 new.