ComplaintsforMalone Auto Racks

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Malone auto rack as a roof rack for my kayak. I installed the rack and 30 minutes later was stuck on the side of a highway with a snapped roof rack and a kayak that went barreling down the road at 75mph!I reached out to Malone who told me this was my fault for not installing extra lines.Based on the picture that Malone advertised their kayak rack in, there were no other ties or lines that needed to be installed. They advertised their roof rack as an entire system, not just a piece to a roof rack system. It was pointed out to me that there is a notice in little tiny font in the instructions that mentions needing additional ties. I absolutely would not have purchased this product had I known that, and I believe this to be false advertising.I could have easily killed someone when this snapped in two going down the highway.

  Business response

  07/12/2023

  Hey *****,
  
  We are sorry to hear about the dissatisfaction associated with your experience; we have reviewed your Case, and it does seem the lack of Bow & ***** Lines did void the Limited 5-Year Warranty associated with your ********* Roof Rack Crossbar System. The ********* System does require the use of Bow & ***** Lines; Bow & ***** lines being required is stated in bold lettering on Pages 1, 3, and 6 of the Manual that arrives with all ********* Systems (see attached Manual).

  Bow & ***** line not being used would open the possibility for a Kayak/SUP to be pulled significantly by any gusts of wind, especially at high speeds, which could cause the Kayak (or Product) to be pulled a unsafe amount. Making sure to use the Bow & ***** lines is required for all of our Kayak carrying Systems, and ensures these types of situations cannot occur.

  We can confirm that all Advertisement/Product Photos on our Website/Malones ********* Product Page (********************************************************************************), that show a Kayak loaded on this System, do include Bow & ***** Lines in the imagery.

   

  If you have any further questions or concerns regarding this case, please reach out to our Support Team via - **********************************
  
  Thank you for bringing this situation to our attention; we hope that all stays well!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩