Be Cautious When Purchasing Black Horse Off Road Products

[HjStrater]

Really? It's all about the quality of the product! As a consumer, I expect to get what I paid for. And I am giving them a chance to make it right...Where did I say, "Don't buy from this company"? I'm warning others who may be interested in this product to be cautious...it may not be what they expect...that's all. No whining, just warning...as I said, I love the the look of the product, I don't like the quality of the product. I wouldn't tell you or anybody else not to purchase from Black Horse, but I would warn about purchasing this particular product.

You keep repeating yourself with that last line so I still don't think you understand. Your intent vs how your post is actually perceived don't line up, and perception is reality. Your post reads "dont buy, this product rusts, they don't even use real powder coat" even if those aren't the words you chose, that is the perception of your post.

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[Troybilt]

The post was a warning about the quality of the product, not whether or not they'd replace it...even if they'd responded 5 minutes after I contacted them, people still deserve to know what they're buying....

Really? It's all about the quality of the product! As a consumer, I expect to get what I paid for. And I am giving them a chance to make it right...Where did I say, "Don't buy from this company"? I'm warning others who may be interested in this product to be cautious...it may not be what they expect...that's all. No whining, just warning...as I said, I love the the look of the product, I don't like the quality of the product. I wouldn't tell you or anybody else not to purchase from Black Horse, but I would warn about purchasing this particular product.

It sounds like you have never worked with metal before.

Do you produce something at your job? I mean do you actually make anything? Because if you do you may want to look at what you produce and look at all the very small obstacles that could cause a small flaw in said product. It is imposable to produce a product and not have some amount of issues. What matters is how the company responds to the issues that come up.

I like how Rob handled you, the issue that came up. I'm sure they will take care of you and you can move on to bashing your next victim.

 

[Gulf_coasterHTX]

Also

..I've contacted them...as of this posting, no word back..

Makes me think that it’s has been more than 4 hours.. had this been 2 weeks or something, ok maybe. But your post clearly has 1:quality aspect and 2: customer service aspect

 

[HouseofBoyd]

You keep repeating yourself with that last line so I still don't think you understand. Your intent vs how your post is actually perceived don't line up, and perception is reality. Your post reads "dont buy, this product rusts, they don't even use real powder coat" even if those aren't the words you chose, that is the perception of your post.

I guess I perceived that I bought a product that wouldn't rust in 6 months...my bad..

 

[HouseofBoyd]

Also



Makes me think that it’s has been more than 4 hours.. had this been 2 weeks or something, ok maybe. But your post clearly has 1:quality aspect and 2: customer service aspect

The quality aspect has been decided, the customer service aspect is still up in the air..

 

[Gulf_coasterHTX]

The quality aspect has been decided, the customer service aspect is still up in the air..

come back in two weeks and let us know what’s happening customer service wise

 

[Riccochet]

I've seen spots like that on plenty of powder coated products. Top tier to low end. It happens. The manufacturer can't control the environmental impacts that can and will happen to a finish after it leaves their shop. Bumpers on my JKR showed similar spots rather quickly. Some of them got worse, others still looked the same after years of use and abuse.

I'd be more concerned about the build quality than the sacrificial finish that's on it.

 

[eaglerugby04]

It’s why I don’t but smittybilt or rugged ridge. Some of their bumpers aren’t even that bad structurally, but the finish is complete crap across the board. Easy way to save money

Never had a rust issue out of anything I've bought rugged Ridge wise, at least in the past 6yrs. Can't say before that. I ran a rugged ridge rear bumper on my JKU for over 5yrs with almost no rust.

I'll say this as far as powder coating goes, around my area you can have pretty much anything powder coated for $200 or less, and a lot of times if you take them a number of things and they want charge you much more or anything at all to do them. That's prep work and powder coating. I just called the dude I know who's done stuff for me about doing the Badlands Fairlead on my bumper and he told me $40 and I asked about the winch hook as well because it's showing signs of rust and he told me he would do both for $50. If your paying a ton of money for something then I guess I would expect the finishes to be nice but when they are on the cheaper side then you got to weigh your options on if it's worth buying and then having it powder coated if you need to. In my experience blackhorse stuff is normally on the budget side of things.

I'm 100% not saying you shouldn't be upset about it though.

My RR bumper that has been on my JT about 8 months or so is showing small areas of rust around the hooks already. Other than that it has been awesome, but was shocked when I noticed that last week.

 

[jenkij]

Sorry, but I deal with people that have broken stuff daily and they are sometimes pissed and tearing my head off because they can't do their job. I would get fired if I made a comment like that regardless of what my customer said and I would understand why.

 

[Jeeperjamie]

I've seen spots like that on plenty of powder coated products. Top tier to low end. It happens. The manufacturer can't control the environmental impacts that can and will happen to a finish after it leaves their shop. Bumpers on my JKR showed similar spots rather quickly. Some of them got worse, others still looked the same after years of use and abuse.

I'd be more concerned about the build quality than the sacrificial finish that's on it.

This right here, all of them are going rust somewhere, to me it's about the tow hooks staying in tack and the welds, basically the structure of the product. I can deal with a little surface rust, like I said earlier, it's not expensive to have them powder coated.

 

[redrider]

Black Horse Rob should have stopped after saying " We do all we can to make things right when things aren't well." After seeing him say that he didn't want to help him, but he will, was a real turn off for me. I understand a company representative being upset with the way it was handled, but the company would have come out smelling like a rose instead of the inside of an outhouse. They will get no business from me. Just my 2 cents.

Kudos to Rob for telling it like it is. Customers are NOT always right. "If you have enemies, good for you. It means you actually stood for something in your life." (attributed to Churchill) Rob went beyond my own personal limit for making things right. There are way too many petulant children masquerading as adults these days. My 2 cents.

 

[Jeeperjamie]

Kudos to Rob for telling it like it is. Customers are NOT always right. "If you have enemies, good for you. It means you actually stood for something in your life." (attributed to Churchill) Rob went beyond my own personal limit for making things right. There are way too many petulant children masquerading as adults these days. My 2 cents.

So true my man, so true. We live in a entitlement society now where everyone thinks their owed something or if you don't cater to their needs immediately then you must not want to help. Everything has a process, you got to be patient and let it do it's thing, then if your not satisfied then all bets are off

 

[Mjolnir]

Im jumping on the wagon of "OP, YTA" here.

Every manufacturer will have issues. If I was to post about the smallest things like this, prior to attempting to work things out, the list would be unreal and I would feel like an ass. Some of the companies that I have had small problems with:

- MC
- RK
- ARB
- PRP
- SImpson (when they made seats for Wranglers at least)
- KC
- Hauk Offroad
- And many, many more.

There are some big companies there. I have had rust issues on some things, wrong wires, missing parts, bad mounting points, etc. You should have waited to get a response and resolution prior to posting. Then you have a whole picture, showing good or bad CS, good or bad resolution, all while getting your point across that you did not have the perfect experience you were hoping for.

Posting on multiple social media platforms prior to even speaking to anyone in a meaningful way in attempts to fix your issue is quite uncool.

What really throws me off is OP got a damaged product in August from Black Horse, and the same day he was being sent a replacement. So it is clear as hell that OP has already had a good experience CS wise. If that was me I would assume I would have a similar experience this time.

@Black Horse Rob , i feel you. Some will love the response, some will hate it. I only see this as you are passionate about your business. Just reel it back a smidge next time, regardless of how the customer acts online.

 

[Burton79]

HI John,

Let me begin by saying I truly am sorry you are having an issue with one of our products. We absolutely do stand behind our products and have a warranty policy clearly stated on our web site. We do all we can to make things right when things aren't well.

Your first email to us was sent at 2:41 PM yesterday. Kevin responded to you in an attempt to gather more information at 12:33 PM today. It looks like you never called in to our office. Though we are generally quicker to reply to our inquiries, I believe this was a sufficient response time. I wish you would have given us a chance to make it right before trashing us on several sites including your personal blog. This is not generally a means getting a warranty honored. Personally, I don't want to help you... but I will.

Please go ahead and respond to Kevin's email, providing us with the photos and the original purchase receipt or invoice and we will go from there. Do not send us links to other sites where you have pictures posted. We don't care. If you truly want this covered, and we intend to cover it, please follow the process.... and really, it's an easy process. If you prefer to reply directly to me, you can do so. my email is [email protected]

Rob Office Of The Director of Stuff at Black Horse Off Road. Email: [email protected] www.blackhorseoffroad.com

So let me get this straight.

You emailed the guy at 12:33 and expect a call right away, because people don’t have things to do like work or anything, correct?

Then rather then attempt to help and understand the guy you go to defense mode and then even say you don’t care? Poorest form of customer service I have ever seen in the Jeep world. I’m glad I saw this as I will not spend one dime at Black Horse Off Road. I’m going to be sure to let my friends know how you guys treated a customer trying to even get in contact with you whether he is right or wrong.

 

[jurfie]

I dunno, I think both sides are just frustrated and both sides went too far due to letting emotions get in the way.

OP has a right to be disappointed but should have waited longer than a day before putting a company on blast on multiple forums and sites. I’d give a company at least a week to reply to an email before trying to contact them a second time, which would then be by phone. If I get a VM and no callback within a day or so, then I can see trying other means to get their attention. I’d probably come here and say “hey, has anyone had any luck or issue reaching company-x?” before dragging their name through the proverbial mud.

I get Rob’s frustration as well. As others have stated, a company’s reputation is extremely important and difficult to protect in these days of the internet and cancel culture. I’d give them the benefit of the doubt that they are busy trying to keep up with production and are facing other challenges. I totally get not wanting to help the OP (unless the OP had not been so quick to bash the company online), but really that is something Rob should probably have kept to himself. I’m not sure I could have done so were I in his position, but their reputation will take a hit as a result. Such is life in the age of words online being forever.

Would this one powder coat issue change my mind whether to buy from Iron Horse Off Road? Not in the least. Would their response to the OP change it? Nope.

People need to chill a little...life is much less stressful when you don’t let people stress you out and cut people a little slack.

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