OFF ROAD INNOVATIONS - WINCHESTER, VA

So. let me tell you about my experience with this shop.

I'm a 100% disabled Veteran who is also a VSO, so I have to schedule my days off many months in advance because the Veterans I serve, I cannot just cancel on them when they have had there appointments for months. Based on that, I had a day off, a federal holiday, and I went to this shop in their showroom to get a quote for an ARB Summit bumper for my 2020 Tacoma. Price was fair at market value and I was told that their installs were a month out. No problem cus I have to schedule a day off to be without my daily driver and far enough ahead so that it doesn't conflict with the other veterans I serve. So, I scheduled this install and purchase at beginning of February, and came in to pay for the bumper/deposit in full on February 17th at the same time I scheduled the install for March 31st.

The night before the install I dropped my Taco off because the sales guy (Tim) said that if I did that they could get to it earlier in the morning and get a head start on the install and have it back to me earlier in the afternoon. All in all the sales guy said it would be a 4-5 hour install without a winch. By 10am I had not heard anything about my install so I called to get an update and a member of their staff answers and tells me that they have not even pulled into to start on on the install yet and to hold to see if he could get some guys on it. He gets back on the phone and tells me that he is getting some guys on it to start. I hang up and the day goes on and I have not heard anything by 4:30pm and am figuring that they must be close to being finished so I give the shop a call and a guy named "Jon" or "John" answers the phone. I asked how close they are to being done and his response was that they haven't even started on installing the bumper and if it would be ok that they started on it in the morning. I said that was a no go and I scheduled this like two months ago and was ensured that it would be done today and your telling me you had since last night and nobody has touched the job yet? He immediately gets an attitude and says well we schedule installs a month and half out anyway. I said ok, well this was scheduled two months ago so why isn't it done? At this point I'm fuming and said ok, since you haven't installed the bumper yet, and you failed to complete my install, I'd like to come pick up my truck and get a refund on the bumper. Jon proceeds to say "you aint getting no fucking refund unless you talk to me first". I said dude, I am talking to you now, I explained that I don't have another vehicle, you have inconvenienced me with false marketing of selling your services, you had my vehicle all day and didn't even attempt to do the job. Needless to say, I was on my way to drive my wife's car through their showroom floor, but wooooo saaaaaa I regained my composure and went into their showroom where this John was helping two people and said who's Jon? He pipes up and says I am. I said you aint gonna talk to me like that on the phone. I'm here, you guys failed on your end and like to return the bumper that I haven't picked up. He said your not getting a refund. We can reschedule the install for you. I said nope. Your refund policy isn't printed on the receipt. He said the owner said you aren't getting a refund and that's that.
SO i said that's fine, I paid for the bumper, I'll take the bumper and get it installed somewhere else, and I will post a review of my experience everywhere there is an internet bulletin board.

Now, I am 100% disabled veteran, I feel pretty shitty and really let down that a local business would do this to anyone who is a veteran and is into off-roading. I feel like they think that it must be a privilege to get work down by them. Well, that is definitely not the case and now I'm gonna make it my life mission to close their doors, especially after reading the other negative reviews, which I should have done in the first place to avoid this whole mess. To other's who have had great experiences with them, happy for you, but this was not the case in my situation and in others.

 

Don't dwell on the experience too long, it will affect you internally more than them. I know it is hard, but let that ish' go.

In the future if you're ever in a scenario like this, simply smile, leave, and create a chargeback with your credit card company. They'll do all the hard work for you.

Get to enjoying that bumper, Big Sarge!