Rack Attack

Screw this place - Vance Thomas, District Manager, solidified my 1 star review. After agreeing with him to come by the shop as he wanted to "come up with a solution that satisfies you, our customer.". I voiced my hesitation on the paint scratch being reprimanded and he certainly made that clear today. As he was examining the paint scratch, he said the paint scratch IS NORMAL for these kind of bars on my roof rack. This is the roof rack I purchased from them so they admit that it does scratch paint (contrary to their email response attempting to deflect as their issue: "That is not normal for any rack installation, which typically means the rack has been knocked or hit something"). I have given up all hope on their customer service. Had I known this before, or even after, I wouldn't have wasted my time to hear them say it out loud when I made an effort to show up to the shop. I was explaining how I used this rack once with a rented rack on top to which he immediately questioned, "we don't rent racks, oh you mean cargo rack?"... I vanquished all hope for a resolution right there. He came with an attitude and was determined to deflect the paint scratch as their fault on the install. I did not want to leave this 1 star review, but they leave me no choice as this shop just seems toxic in helping customers. Original Review: After seeing one of my ski rack bars that was installed by Rack Attack coming loose and also chipping my paint because the bare metal was scratching my car door/roof, I came into Rack Attack to have them tighten it up. After being asked multiple questions to validate my purchase from them.... they finally found my record and then proceeded to tell me it would be $40 for a re-mount. So I experienced a poor install job by Rack Attack initially and now they're telling me to pay to fix their mistake. I asked why it was installed so poorly in the first place and also pointing out the chips in paint, to which they had no response and no care frankly.. (To be clear, I am not looking for a free adjustment of a roof rack. I could do that myself. I was concerned about my paint and the fact that the employee did not care about the visible paint scratches after confirming this was installed by them was disheartening to say the least). I would suggest a different business for car racks. Update: After emailing the shop manager as per the owner's response, the response seems to be focused on them explaining they don't give out a free re-mount. Contrary to how they assume their customers, I was prepared to pay for the remount but the fact that the shop employee did not regard the metal bar chipping a lot of my car's paint off of the door and the roof of my car, left a bad taste to continue with them. The roof rack has a rubber piece that should be correctly wedged between the metal bar and the car's door/roof to prevent scratching of the paint. In my case, it was not aligned and there are permanent paint scratches from the metal clip on my car door/roof that are very visible once the rack is off. I have asked if their roof rack installs routinely chip the car's paint, and if this is normal for them. If so, then I made the mistake of getting the roof rack from them. I wish I had gone to a respected business like REI. Update #2: As per their request, I was asked to provide photo proof.

dI scheduled an appointment for a hitch to be installed. They do not keep any hitch in stock. You have to order it through them, wait a week, then have them contact you to set up a time and date. That was fine with me. After scheduling a date, I confirmed it a couple days prior. I showed up on the day and time we agreed upon. When I checked in, the two guys behind the counter said it was actually scheduled for the day before. I arranged the morning so that my wife would watch our kids on a Friday, while I was getting the hitch installed. They had quoted me a wait time of 2 hours for the hitch to get placed. Obviously I was annoyed that I had blocked off so much time and wasted time driving to their shop just to find out they couldn't install it that day. No apologies. Just a blank stare back. Two incompetent boys who likely had no vested interest or stake in the business. Ridiculous customer service. I asked to get refunded for the purchased hitch. Again, no attempts to try to keep my business.
My buddy suggested U-haul. Didn't know they put on hitches. They got me in right away. Very professional. And much less expensive. Saved 100 dollars. Done in half hour. Even let me and my 3 year old son who was interested in watching them put on the hitch do so in their garage.
After the U-haul experience, which was fantastic, I left wondering why Rack Attack needs 2 hours to put on a hitch without wiring. Probably because they have less experience.
Going to get our other Subaru's hitch at U-haul. And, will be recommending people there in the future.

Was looking for bike mounting for my car roof and went with Thule products from Rack Attack. I already knew exactly what I wanted when I walked through the door, and had called the day before to see in they had products in stock and if I needed an appointment. They had other customers, but it was still under an hour for the full install and the saleperson/tech was friendly and courteous. They have a small, comfortable waiting room with a couch and chairs I used while waiting. Once the install was complete, they walked me through what I needed to know to easily remove or adjust any components down the road.

Great!

I had called ahead for an estimate on my situation, which is NOT a typical rack installation. They were very helpful and gave me information over the phone of what i would need and the estimated cost. I live over 100 miles from their store, so I made an appointment to bring in my rig for a final assessment to be sure it would accept a rack. They were ready for me on time, determined that my rig would accept the rack, and installed it at the same appointment, all within the estimated time frame and cost they had quoted me over the phone. I was very impressed with the prompt, courteous and professional service.