BUYER BEWARE: Explore Overland

ON FEBRUARY 11,2022 I ORDERED A COMPLETE IRONMAN SUSPENSION KIT FROM EXPLORE OVERLAND FOR A 2022 TACOMA I HAD ORDERED.. IT WAS CHARGED THRU MY PAYPAL ACCOUNT THAT DAY. AFTER I TOOK DELIVERY OF THE TRUCK I CALLED EO AND SCHEDULED THE INSTALLATION FOR APRIL 20TH. THE DAY BEFORE DERRICK CALLED AND SAID THE MECHANIC WAS SICK AND WE NEEDED TO RESCHEDULE TO MAY 6. I ARRIVED AT 9:00AM ON THE 6TH (I LIVE OVER AN HOUR AWAY) AND WAS TOLD THAT THERE WAS A TRUCK ON THE LIFT THAT THEY WERE WAITING ON PARTS FOR AND THEY HAD TO RESCHEDULE ME AGAIN, THEY WERE SORRY SOMEONE SHOULD HAVE CALLED ME. RESCHEDULE FOR WEDNSDAY MAY 11, 9:00AM. I ARRIVE EARLY AND WAIT UNTIL 11:00AM FOR ANDY TO SHOW UP. HE THEN TELLS ME THAT IRONMAN HASN'T SENT ALL OF THE PARTS YET AND THAT IRONMAN HAS BEEN UNRELIABLE WITH SHIPPING ORDERS.WHEN I PRESSURED HIM AS TO WHAT EXACTLY THEY HADNT SENT HE FINALLY ADMITTED THEY HADNT RECIEVED ANYTHING. HE OFFERED TO INSTALL A PARTIAL SUSPENSION FROM ANOTHER COMPANY BUT DIDNT KNOW WHEN THEY WOULD GET THE UPPER CONTROL ARMS AND LEAF PACKS. I REQUESTED A REFUND AND WILL SEE HOW THAT GOES. I TOLD ANDY THEY HAVE TEN DAYS. AFTER I LEFT I DECIDED TO CALL IRONMAN MYSELF TO SEE WHAT THE PROBLEM WAS. I TALKED TO THE ACCOUNT MANAGER AT IRONMAN WHO CHECKED EO'S ORDERS AND ADVISED ME THAT THEY NEVER ORDERED THE SUSPENSION. HE ALSO STATED THAT THE SUSPENSION KIT IS IN STOCK AND WOULD TYPICALLY BE DELIVERED IN 7 TO 10 BUSINESS DAYS. NEEDLESS TO SAY ALL THE RESCHEDULING WAS BECAUSE THEY HAD RECIEVED FULL PAYMENT FROM ME AND NEVER ORDERED THE SUSPENSION.

 

That's actually the most shocking thing I've heard yet. It sounds like not only did they waste your time in a very unprofessional way, but they completely lied to your face, not just on the phone or over email. WTF.

Sorry you went through that--I don't think I'd have the patience you showed.

 

That’s so screwed up. Sorry you had to waste your time like that.

 

Damn dude. That’s horrifying.

 

Someone should photoshop a tombstone engraved with all the names of the prior vendors on here that were mismanaged and screwed people starting with Mobtown as the most recent. Maybe EO will be the next on that list of defunct fabricators if they don’t get their act together.

These fabricators that push sales and burn their customers are a dime a dozen in this community. It’s sad. Big applaud to all the vendors out their actually doing their customers right.

 

Think this confirms that everyone should hit the Nuke button on this company. They going full Pelfrey/RST

 

I have continued calling, left multiple messages and emails the past several of days with no response. I have read all of the comments here and GXOR to help make informed decision. Really wanted to give the company the benefit of the doubt and “hope” that my rear bumper gets delivered. Needless to say, PayPal dispute submitted. Order placed 5months ago

 

I WOULD STRONGLY SUGGEST THAT ANYONE THAT HAS INCURRED A LOSS FROM EXPLORE OVERLAND FILE A COMPLAINT WITH THE NEW YORK STATE ATTORNEY GENERALS OFFICE. YOU CAN FILL OUT THE COMPLAINT FORM ONLINE. VERY SIMPLE.

 

I'm a new account and actually own a 4Runner TRD Pro.... So on March 21, 2002 I called and spoke with Derrick and had a good long conversation with him. I was excited because I had read some reviews and they are pretty much local to me. I called to check on my March order ($3,867.39) and texted Derrick as well... no response. That lead to me getting suspicious and finding this thread among other negative social media posts.

I guess I will be visiting EO business location... 300 Hangar Road in Oriskany NY. I also have several other addresses connected to the owner and others associated with EO. I will be investigating this and will keep everyone posted.

 

Please post an update. If anyone is able to get in touch with these people I would like to hear what they say. I must have the worst luck ever because the first time I called to place an order they picked right up. Since then nothing

 

Same here.... answered the phone on 3 rings... seemed very knowledgable and reliable. I do have the owners cell phone, but what good is it if no one answers or replies to messages?

 

Alright guys…here’s my story…

I’m not going to pick a side, because honestly Derrick is a friend of mine, however my personal relationship is different than my consumer relationship and I want to make it clear I keep those two things separated.

On January 13th I spent roughly $18,000 on parts for my 2020 Tacoma which was totaled in March before anything was installed.

I took delivery of a 2022 Tacoma on April 16th and dropped it off at their shop April 17th with the assumption I would be getting everything installed except things I’ll list.

I ordered:
Full radflo 3” suspension (custom powder coated coilovers)
SPC UCAs
Deaver heavy leaf pack
RCI skids
EO front Tacoma bumper (still in prototype production so wasn’t too worried about this)
EO rear Tacoma bumper with single swing out
EO sliders w/top plate and kickout
Nitro gears 5.29s
5 Geolanders 35x12.5x17
Body mount relocation
Archive garage hammer hangers
Smittybuilt 12k winch

I was lucky enough for EO to be delivering a pair of sliders to Koch 33 Toyota in PA, which was where my 2020 Tacoma was located waiting for it to be totaled out. Derrick offered to pick up my roof rack, bedrack with the RTT, and my 5 new SCS wheels and take them back to their shop in NY. Which was honestly super awesome.

I also discussed cutting my fenders for more clearance, rock lights, all new LED lighting, and displaying the truck at multiple overland festivals/dealerships in the NY/PA area as marketing for them.

I was told 3 different dates I would be able to pick up my truck and finally today I was able to pick it up.

I arrived at EO (a 3 hour drive for me from West Point) to find my truck with the roof rack, bedrack and RTT installed. The only other thing that was installed on my truck was the Radflo suspension without the SPC uppers.

3 and a half weeks and the only thing installed is a half day job. I was paying $500 a week for a rental waiting for the truck to be “completed”.

From conversations with Derrick I was under the impression the only things that wouldn’t be installed were:
wheels/tires(waiting on the tires to come in)
the gears(not arrived yet)
hammer hangers(I ordered these later and there is a lead time)
deaver leaf pack(waiting on their production of the Toyota ones)

I thought I’d have the skid plates, front/rear bumper and sliders installed. None of them are even made yet.

I can echo everyone’s experience with their communication and clarity. It’s very very frustrating, however I know they just had a fabricator quit recently, there was a death in the family, among other commitments.

That’s my experience so far, I’ll try to keep you guys updated though.

 

Did you also place your order in March or did you place your order earlier? And if you don’t mind, what did you order so I can add your case to the first post.

I managed to speak with Derek (I think) once too and like you I found him to be a pretty chill guy… unfortunate how things are turning out. I might try to tag him in the GXOR Facebook group where he’s been active in the past and point him towards this thread… give him a opportunity to give some straight answers.

 

FYI he's been tagged in at least one of the GXOR threads on Facebook. AFAIK, he didn't reply to it.

 

@johnmichael125

Aw man that sucks. Last I saw on the other thread, looks like things were going positive for you.

Did you end up taking the truck home, or leave it there for them to finish the job?

 

I took it home man, I've paid out of pocket for a rental since I totaled the 2020, which was back in March. That rental total is over $5,000 and since I was given 3 different dates to pick the truck up, I had to extend it 3 more weeks. After talking with some of my friends, I have decided to ask for a refund on everything else I've ordered. I feel going with a company even one with significant lead times will be better to get what I want and actually let me plan out when/who I can have install or install myself.

 

I ordered the following:

Toyota 4Runner Sliders with sickouts and Raptor coating $924.00
C4 Fabrication Lo-pro bumper w/ 30" Baja lighter, full bull bar, high clearance $2,407.00
Smittybuilt XRC Gen3 12K Comp Sierras Winch $674.99

As I said, they are local to me and we had discussed ordering in great detail on the phone. Answered the phone in like 3 rings talk to a female who then put me through to Derrick.

Here's the thing.... keep your customers updated.... silence and not answering phone, text messages, etc is not good.

I was extremely busy with work today. I have time off later next week, I will be paying an in person visit. I will let everyone know what I find out.

 

A little more....

On the owner's (Derrick Snell) Facebook page, I found the following link: CURRENT LEAD TIMES
Lead Times Updated 5-2-2022


(PLEASE BE AWARE LEAD TIMES ARE SUBJECT TO CHANGE!)

Lead times are subject to change due to nationwide raw material shortages and product demand.

ALL ITEMS ARE BUILD TO ORDER


Bumpers

Toyota 4Runner Hybrid Front Bumper (16 Weeks)

Lexus Gx470 Hybrid Front Bumper (6 MONTHS) DUE TO HIGH DEMAND

Toyota FJ Cruiser Hybrid Front Bumper (16 Weeks)

Toyota 4th Gen 4runner Hybrid Front Bumper (16 Weeks)

Toyota 4Runner High Clearance Rear Bumper (20 Weeks)

Lexus Gx470 Tube Rear Bumper - (20 Weeks)

Toyota Tacoma High Clearance Plate Bumper (20 Weeks)


Sliders

Toyota Tacoma Sliders (12 Weeks)

Toyota 4Runner Sliders (12 Weeks)

Toyota Tundra Sliders (12 Weeks)

Toyota FJ Cruiser Sliders (12 Weeks)

Lexus Gx470 Sliders (12 Weeks)

Lexus Gx460 Sliders (12 Weeks)


DIY KITS

Sliders (1-2 Weeks)

Bumpers (4-6 Weeks)


(PLEASE BE AWARE LEAD TIMES ARE SUBJECT TO CHANGE!) Lead times are subject to change due to nationwide raw material shortages and product demand.



THIRD PARTY PRODUCTS

Explore Overland is constantly working hard to provide a variety of products for your Overlanding and off-roading needs, this includes products that are manufactured and/or obtained through third-party vendors. Please be advised that lead times and availability of these products that are not manufactured by Explore Overland directly are completely delegated by the third party manufacturer and not Explore Overland. Any potential delays that occur throughout the order process will be communicated to the customer to the best of our ability.

 

I understand everyone has problems and issues. My understanding ends when I find out I have been intentionally lied to. When I was told by the rep from Ironman that my suspension had never been ordered by EO that changed things. An update- I ordered directly from Ironman on Wednesday afternoon and today received a fedex tracking number with an estimated delivery date of next Friday. Now I hope EO provides a full refund so that I don’t have to pursue other options.

 

Is a little too late to update the info on their page to say that when a lot of people are way past those lead times.