Be Cautious When Purchasing Black Horse Off Road Products

[grownwrong]

Hey, my fist message in this Forum... Hooray! (ordering a Glad at the end of the month, been super into this site now for several weeks learning and reading advice)

So, my 2cents... which is worth less than Dogecoin was 6 weeks ago.
OP was being a good Forum Member by posting a concern that others may run into, and at the same time elevating his issue up to get a response. Seems fair enough.

Black Horse Rob addressed the issue but... expressed a bit to much of his frustration with OP in his reply. Ya just can't speak as an individual Rob when you are speaking on behalf of a business like that with a customer. Or in front of many other potential customers. (even though I agree with your opinions on the situation personally).

As a potential customer, what I would like to see going forward with this particular case is; reconciliation for the OP by way of repair/replace and a long term "fix" for whatever is happening chemically to the coating. A refund or like-in-kind swap would just band-aid the issue in my mind. But if Black Horse has the technical knowledge to diagnosis and correct the issue from keep it from being an ongoing one, then THAT is the type of company (be it large or small) that I would feel comfortable spending money with.

Listen, Learn, Improve, Deliver

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[Jeeperjamie]

Consensus is in and it appears Blackhorse is a good product based on online reviews. Hey @Black Horse Rob we got ya back boss, if your not a forum sponsor maybe you guys should consider it.

https://www.autoanything.com/hitch-bed-accessories/77A13033A7158891.aspx

https://realtruck.com/p/black-horse-bed-bars/blk-rb09bk/

 

[Jeeperjamie]

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.

Didn't see a thumbs down offered up

 

[Mjolnir]

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.

So let me get this straight.

It's ok for me to contact a company for a very minor industry wide issue that is under warranty, then immediately go online and tell people to stay away, prior to even starting a conversation about a resolution. All of this seven months after the same company replaced a piece of equipment that was damaged during shipping FOC the same day I brought it to their attention so I know that they will take care of customers.

Got it boss ?

I get how Robs response might have rubbed you the wrong way, but I'd be pissed too. Besides, seems like his response got more customers than non customers.

Hey, my fist message in this Forum... Hooray! (ordering a Glad at the end of the month, been super into this site now for several weeks learning and reading advice)

So, my 2cents... which is worth less than Dogecoin was 6 weeks ago.
OP was being a good Forum Member by posting a concern that others may run into, and at the same time elevating his issue up to get a response. Seems fair enough.

Black Horse Rob addressed the issue but... expressed a bit to much of his frustration with OP in his reply. Ya just can't speak as an individual Rob when you are speaking on behalf of a business like that with a customer. Or in front of many other potential customers. (even though I agree with your opinions on the situation personally).

As a potential customer, what I would like to see going forward with this particular case is; reconciliation for the OP by way of repair/replace and a long term "fix" for whatever is happening chemically to the coating. A refund or like-in-kind swap would just band-aid the issue in my mind. But if Black Horse has the technical knowledge to diagnosis and correct the issue from keep it from being an ongoing one, then THAT is the type of company (be it large or small) that I would feel comfortable spending money with.

Listen, Learn, Improve, Deliver

First things first, welcome and happy to have you in the community!

As to the meat of this thread...

It's not like the manufacturer ignored him and refused to help. He didn't even allow the company time to respond before posting on multiple places for people to avoid them. That part is what rubs me the wrong way.

It is powder coating, this happens to every single company who uses it lol.

You don't see others saying these things. If that was the case then we would see a thread like this for Every. Single. Manufacturer. I didn't blast RC for forgetting parts in my order, missing bolts from MC. A faulty compressor from ARB. The wrong controller for my WARN winches (twice, two separate occasions). I contacted them all, and they took care of me. At that point I would post about it, making sure to include how fast (or slow), good (or bad) the CS was. Then I would have a line to stand on to tell others to be wary of doing business with said business.

With any and all manufacturers, there is always a margin of error. There will always be something that goes "wrong". It happens. That doesn't mean we all should tell people to go away from a business.

 

[Burton79]

So let me get this straight.

It's ok for me to contact a company for a very minor industry wide issue that is under warranty, then immediately go online and tell people to stay away, prior to even starting a conversation about a resolution. All of this seven months after the same company replaced a piece of equipment that was damaged during shipping FOC the same day I brought it to their attention so I know that they will take care of customers.

Got it boss ?

I get how Robs response might have rubbed you the wrong way, but I'd be pissed too. Besides, seems like his response got more customers than non customers.



First things first, welcome and happy to have you in the community!

As to the meat of this thread...

It's not like the manufacturer ignored him and refused to help. He didn't even allow the company time to respond before posting on multiple places for people to avoid them. That part is what rubs me the wrong way.

It is powder coating, this happens to every single company who uses it lol.

You don't see others saying these things. If that was the case then we would see a thread like this for Every. Single. Manufacturer. I didn't blast RC for forgetting parts in my order, missing bolts from MC. A faulty compressor from ARB. The wrong controller for my winch (twice). I contacted them, and they took care of me. At that point I would post about it, making sure to include how fast (or slow), good (or bad) the CS was. Then I would have a line to stand on to tell others to be wary of doing business with said business.

With any and all manufacturers, there is always a margin of error. There will always be something that goes "wrong". It happens. That doesn't mean we all should tell people to go away from a business.

you are correct in everything you state here. What rubbed me completely off from this whole thing is how Rob responded. The whole “Personally I don’t want to” part tells me that even if the customer is in the wrong, which could very well be case here, a company that is in a very specific market may want to handle customer service better than that. Hell I’ve been wrong myself on products I’ve gotten myself, but never once even if I warned people about my specific issue and how lousy I thought a product was, said company would correct it and and try to educate me so it didn’t happen again. I saw that Rob would do it, by my account, only because it was under warranty.

How many golfers do we have here? I golf, pretty poorly I might add, but BombTech Golf has the best customer service out there. I understand this is apples to oranges but customer service is the same across the board. If you feel differently that’s fine, whole reason I enlisted and commissioned for 16 years. This is just my personal opinion.

 

[Mjolnir]

you are correct in everything you state here. What rubbed me completely off from this whole thing is how Rob responded. The whole “Personally I don’t want to” part tells me that even if the customer is in the wrong, which could very well be case here, a company that is in a very specific market may want to handle customer service better than that. Hell I’ve been wrong myself on products I’ve gotten myself, but never once even if I warned people about my specific issue and how lousy I thought a product was, said company would correct it and and try to educate me so it didn’t happen again. I saw that Rob would do it, by my account, only because it was under warranty.

How many golfers do we have here? I golf, pretty poorly I might add, but BombTech Golf has the best customer service out there. I understand this is apples to oranges but customer service is the same across the board. If you feel differently that’s fine, whole reason I enlisted and commissioned for 16 years. This is just my personal opinion.

I will agree that CS is insanely important. There is a reason I use MC for almost everything on 4 Jeep builds. Their CS is incredible. I have broken shit, all my fault, called them to see what we could do and they OVERNIGHTED CA's and other things to me FOC because, idk, they are amazing.

I also agree, that it could have, and most likely SHOULD have been handled differently. I, like others, don't hold it against them in this case (if the timeline we were given is true which it seems to be). because many of us see the OP has in the wrong due to the timeline. I mean, this is such a minor thing I am surprised it blew up this much LOL.

I am not sure though, if you are saying I should go and post whenever there is a minor issue or inconvenience, via your first sentence.

Now if this was the case on every issue, or even one where the customer is right, then that right there is a red flag to me.

 

[Burton79]

I will agree that CS is insanely important. There is a reason I use MC for almost everything on 4 Jeep builds. Their CS is incredible. I have broken shit, all my fault, called them to see what we could do and they OVERNIGHTED CA's and other things to me FOC because, idk, they are amazing.

I also agree, that it could have, and most likely SHOULD have been handled differently. I, like others, don't hold it against them in this case (if the timeline we were given is true which it seems to be). because many of us see the OP has in the wrong due to the timeline. I mean, this is such a minor thing I am surprised it blew up this much LOL.

I am not sure though, if you are saying I should go and post whenever there is a minor issue or inconvenience, via your first sentence.

Now if this was the case on every issue, or even one where the customer is right, then that right there is a red flag to me.

Oh not at all, that’s where the OP was in the wrong and I agree with Rob on that whole heartedly, posting on even one social media or digital forum bypasses and negates any response time from the company. That being said Rob or Black Horse should have handled things differently. You like movies? I love movies. One of my favorite comedies is Tommy Boy

“I could get a good look of a t-bone steak by sticking my head up a bulls ass, but ild rather take the butchers word for it.” No truer thing is there in business than that iconic phrase. A business is only as good as their word. This is just one instance I’ve seen and that’s all I need to make my mind up on them as a business. No matter how bad a customer may be, bad mouthing them, even if deservedly, is not something to put out there publicly on a forum like this.

 

[redrider]

For me, it comes down to freedom to express opinion. That will always elicit an emotional response from people who cannot use logic to solve any issue. Rob, if anything, bolstered the company by offering assistance, setting aside his personal beliefs. He has every right to express himself. Explain your position on any subject to me. If your argument holds water, I may get on board. The Cancel Culture, Jerry Springer shout down response is for those other people.

 

[HouseofBoyd]

This is my last post concerning this issue unless somebody has a legit question. I still don't see how this post was depicted as bashing or trashing Black Horse or their customer service. It was all about this particular product that I bought, that's all. I never once thought that I wouldn't hear back from their customer service. I never expected an immediate response from them. I did hear from them the next day via Facebook Messenger and I did via email from Kevin. They requested pictures of the rust yesterday and again today. I sent them a total of 14 pictures and my original invoice.
They have agreed (Rob) to send me a replacement. That's good customer service, but then again, I didn't expect bad customer service.
Would I order a product made by them again? Absolutely.
Would I hold that product quality to the same standard? Absolutely.
Did I overreact? I don't think so.
Would I report issues with other products (from any company). Never again. Caveat emptor..you're on your own!

I appreciate Kevin and Rob (from Black Horse Off Road) assistance...very much appreciated!

 

[AZCooWhip]

Rule of thumb I always live by in correspondence. I have to in what I do. Craft what you want to say....walk away from it for an hour or two and then come back and reread it. Helps pull out any emotion from situation.

This is an unfortunate situation that has happened. Everyone wants great products Especially when one’s hard earned $$$s are involved. Most are not all Six Sigma quality.

I’d be curious to know the origin of the steel used.

Good luck to both sides here. This situation shouldn’t create enemies. It could be a lot worse situation.

 

[Rubiwoo]

just my 2 cents. Ask a small business owner, we (I) have to deal with many personalities. The part that drives me up a wall is when someone does all us the opportunity to resolve an issue or the customer doesn't say anything before they leave. Only to find out later they posted a bashing review on yelp or google, or some other place.

The flip side to that is, as much as I would like to respond from the "heart", I have to bit my tongue and know that others will read my response and further judge.

juggling act.

 

[ShastaJT6]

Received my RB09BK Black Horse Roll Bar today, Ill throw my hat into the ring.

Amazon has it listed at $594.69. I got mine on ebay for $535.50. The product has the same part number on Amazon and Ebay, but the one I received is different from what was listed.

I expected this:

I received this:

You can see its an entirely different bracket, even though both ads had the same part number.

Now that thats out of the way - The packing was an absolute joke. The parts were haphazardly tossed into a box.

Right out the box, Ive got dents and scratches on multiple parts, and one of the tubes has a large dent (The passenger side rear corner, but its covered by the plastic base, so I let it slide). Didnt come with enough foam tape to properly seal the tonneau. All things considered: I did eventually get the darn thing installed, and I am genuinely surprised at how stable it is.

That said, I would not recommend it for this price. If I paid $300 for this thing, Id be giving it 3 out of 5 stars. At $600 after tax, this quality is unacceptable.

My Tyger Fury front bumper was $280 and better quality than this roll bar.

Edit: Added a screenshot of the ebay ad for apples to apples comparison, and adjusted my wording to be less aggressive. Tired and grumpy, long day.

 

[HouseofBoyd]

Received my RB09BK Black Horse Roll Bar today, Ill throw my hat into the ring.

First things first - this product was NOT worth the price I paid. Amazon has it listed at $594.69. I got mine on ebay for $535.50. The product has the same part number on Amazon and Ebay, but the one I received is different from what was listed.

I expected this:

I received this:

You can see its an entirely different bracket, even though both ads had the same part number.

Now that thats out of the way - The packing was an absolute joke. The parts were haphazardly tossed into a box.

Right out the box, Ive got dents and scratches on multiple parts, and one of the tubes has a large dent (The passenger side rear corner, but its covered by the plastic base, so I let it slide). Didnt come with enough foam tape to properly seal the tonneau. All things considered: I did eventually get the darn thing installed, and I am genuinely surprised at how stable it is.

That said, I would not recommend it for this price. If I paid $300 for this thing, Id be giving it 3 out of 5 stars. At $600 after tax, this quality is unacceptable.

My Tyger Fury front bumper was $280 and better quality than this roll bar.

Edit: Added a screenshot of the ebay ad for apples to apples comparison, and adjusted my wording to be less aggressive. Tired and grumpy, long day.

I looks like you're missing part of the side brackets..there should be a back side, plexi sleeve, then the outside part...That box looks like it's been open and rummaged before...

 

[ShastaJT6]

I looks like you're missing part of the side brackets..there should be a back side, plexi sleeve, then the outside part...That box looks like it's been open and rummaged before...

Good eye. I do actually have those parts for the sides, I opted not to install them.
I wanted to leave the logo see-through. I *might* take the side panels off and spray them down with some white bedliner, then reinstall. Not sure yet.

The box was banded when I received it, and the user account is an auto parts seller not just some random individual, but... I have to say I agree, it does look like this box was rummaged through at some point. You make a valid point.

 

[HouseofBoyd]

Good eye. I do actually have those parts for the sides, I opted not to install them.
I wanted to leave the logo see-through. I *might* take the side panels off and spray them down with some white bedliner, then reinstall. Not sure yet.

The box was banded when I received it, and the user account is an auto parts seller not just some random individual, but... I have to say I agree, it does look like this box was rummaged through at some point. You make a valid point.

On a side note...when I initially ordered mine through realtrucks.com, UPS did a number on it, both main bars were damaged, etc..and everything in the box had broken loose from the styrofoam. Looks good on your truck though, I like your decision to minus out the back plate and plexi...

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