Retrax bed cover and support issues

Has anyone else had issues with Retrax? I've had the XR Pro cover for under a year, under 5,000 miles of driving, and the rails where the lock clamps attach on the bottom have worn down on each side and will eventually crack which will prevent the lock from engaging. I tried their customer service and they been far from helpful and downright rude to me. They denied warranty coverage and want me to pay for them because the rails have naturally shifted fractions of an inch from the center line, and that I should've been checking the clamp tightness like I would be doing on intervals like oil changes (I change oil every 5k).

I ask if the claim can be escalated, and I get a supervisor who as condescendingly as possible, goes on a tangent about how he changes his oil every 3-4 months regardless because he's "old school" and then says I should've read more online forum reviews to see what I need to know about the product??

$2k on this cover with a "lifetime warranty", what a joke.

 

I've had no issues. Can you post pics? Sorry they were so rude to you.

 

Here's a pic. The lock pins have basically eroded the rail that they latch to.

 

And they're denying the warranty claim due to what exactly?

 

They're claiming the rails have shifted too far apart since initial installation, and that it is my fault for not checking the spacing regularly. Yet the first rep suggested every oil change, when I haven't even had it for enough miles for that yet...It really seems like they're just using every excuse not to cover it.

 

Yes their warranty sucks, but they outline it clearly at the top. Its so general they may as well apply it to anything.

 

It's funny because there should be no damage as a result of normal use especially on a product that costs $2k. Can't say I'd recommend this cover to anyone after experiencing this. What a soulless "lifetime warranty".

 

I've had great success when dealing with Retrax. they sent me a handful of the little rubber wiper ends for the rails, they've sent me two different rearmost clamps that have an additional support bolt, they've sent me a set of new rails...

And I haven't paid for any of it. In fact, I've enjoyed their product and customer service so much, I've purchased one for my last 4 trucks.

 

Who'd you have to kill to get the new set of rails? But seriously - that's all I want. Glad they aren't like this to everyone. What was the issue with your original rails?

 

My original rails were the older version/style. Saw a cover with low profile rails, called them and asked about them, and they offered to send me a set of the redesigned rails.

 

This... I had the same problem. They replaced the rails on both sides, clamps and provided longer plastic allignment screw pieces. I also had issues where the vibrations from Forest service roads...caused the clamps to strip the groves off the rails and the clamps. I told them I check all the hardware quarterly.

I also have bed rack, with an RTT, 270 awning and other gear mounted to the retrax rails.

 

It’s interesting that they replaced your rails for free under warranty as a result of damage from normal use (albeit mine is a pavement princess and sees less bumps than forest roads). Was this supervisor just having a bad day or what?

 

One never knows... my Tundra is NOT a pavement princess takes lots of desert abuse also. I started my request with lots of pictures to the customer service email. then followed up with a phone cal the next day... so they had everything in front of them during the call

 

I do check my rails every so often - I have to, the rail clamp design is horrible. They need something that bites into the rails more. My clamps work themselves into an angle after a few months and I have to reset everything.

previously on my Tacoma, I had the Truck Covers USA cover. Set it and forget it. The clamps were perfect and never moved in 8 years of hard use.

I feel the Retrax is “ok” if it were a sub $1000 product. But I expect more at this price point

 

My rails are solid and have never moved. I think the key is to make sure the clamps are all the way up engaging the top-most grooves on the rails.

 

Following up here to warn users of the retrax pro XR design. It would probably help to install a piece of protective metal to prevent damage to the rails. Here are my rails for reference. All spacing is perfect between both sides, and yet..... This is only after 500mi

 

yes seems to be the norm

 

Opposite experience here. Had one on my Ram and loved it. Totaled and sold it. Bought one for my Tundra and hate it. Finally, I contacted them and showed them pictures and they sent me a new drum unit. solved most of my complaints. now the lock is a little stiff but it works. when this one eats shit, I am getting a different cover; if I still have the Tundra at that point. I would email them and start over. If you havent provided the serial number yet, I would use a new email and send different pics. Or not, just make them open a new case.

IMO, everything went to shit when Realtruck bought them

 

Yeah I am hearing that too

 

The real problem of the Retrax bed cover: it shouldn't be on the user for checking cover installation periodically - but the fact that they didn't introduce a better clamping system, and made it out of a harder metal - not aluminum. Going to use it within "normal use" until it craps out, then probably going for a diamondback

 

I'm going to wait it out a little before sending a new inquiry. I'm debating posting up the email i received from the supervisor, never had someone address me like that in a customer service interaction.

 

I've got a Retrax and never thought to check for wear. Is it just where the locking clamp is? Or are some of the other adjustment points wearing too?

I have seen friends not know about the locking mechanism and just push hard to open it and it will slide. I should take a look I suppose.

 

Yeah its where the locking clamp is on the underside of both rails at the tailgate end.

 

This is making me glad i paid $800 for my syneticusa retractable. I've had it for 6 months, roughly 8k miles and zero issues. Had to call customer service during the install and got a guy on the phone who walked me through my questions providing photos to my phone in real time.

 

I'm glad I saw this as I was about to buy this. Not now.

 

You should post the email response.

 

mine is cut out. The locking screw / pin goes up through the hole. Works amazing

 

did you do that yourself?

 

That's the left side if I'm not mistaken, not the right / pin locking side. I'd love to see what the other side looks like

 

Both sides have locking pins on my Retrax Pro XR