Bolt Custom Trucks Reviews (%countItem)
Bolt Custom Trucks Rating
Address: 3900 Transportation Dr, Fort Wayne, Indiana, United States, 46818-1237
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Address: 3900 Transportation Dr, Fort Wayne, Indiana, United States, 46818-1237
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Bolt is placing a 3/4 mattress (48"x75") into a space that at it's widest is only 45" wide - causing a large crease & lump within weeks of use.
Bolt is placing a 3/4 mattress (48"x75") into a space that at it's widest is only 45" wide - causing a large crease & lump within weeks of use.
The Bolt Custom Truck was purchased on 8/24/17. On 9/13/17 I called Bolt to alert them to the mattress issue. I spoke with Jennifer *** She asked for photos and a video of the issue. I sent photos of the measured space and also the size of the mattress. She indicated she would follow up with me ASAP. I didn't hear from her within a few days so I sent a follow up email on 9/25/17 and still didn't hear anything back. I then sent another email on 10/2/17 and she finally responded and asked that I bring the truck to Fort Wayne so they could look at it. She indicated I was the first person to complain about this issue in 500 sleepers. However, I've spoken with multiple fleet owners who have had this same experience and Bolt just blows them off and never corrects the problem - which is exactly what I am experiencing.
On 1/2/17 the truck was taken to Bolt Custom Trucks and the shop foreman simply said, "I measured it (not even indicating what "it" was) and the bed fits." It doesn't take a rocket scientist to read a tape measure and it's obvious Bolt is just blowing us off.
I spoke with a mattress fabricator today and he indicated the size mattress Bolt was purchasing is called a three quarters mattress (48"x75") which is much cheaper then purchasing a custom mattress that actually fits the space. They are trying to save a few hundred dollars by wedging a three quarter mattress into a space that's too small.
Initial Business Response /(1000, 5, 2018/01/04) */
Contact Name and Title: ***, President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@boltcustom.com
The woman who has filed this complaint is a customer. We build custom sleepers that sell for in excess of $40,000. A mattress is only one small piece of a much larger system. We have built and shipped over 500 trucks / sleepers w/ the exact same mattress size and bunk pan that holds it in place w/o any indication of any problem other than this woman's opinion that the mattress and bunk pan are incorrectly sized.
The pan the mattress goes into is deliberately smaller than the mattress so the the mattress is pinched and held in place securely.
This woman complained and insulted one of employees for over a 1/2 hour yesterday about how the sizing of these two components in relation to one another should be changed.
This complaint is akin to calling General Motors and telling them how they should build one car to be customized to one person's particular preferences for placement of the arm rest in relation to the driver seat.
However, I did call this person after our employee advised me of the attacking and insulting nature of the phone call w/ this customer.
The customer has sought a quote for a custom sized mattress for approx. $350. I am sending this customer a check for $350, so that she can go buy what she considers to be her perfect mattress.
I am also doing this w/ instructions to this customer that she is never to call our company again to complain about a mattress. We are not going to subject our employees to this kind of abuse.
Furthermore, I have told her that if she has any other issues, then she is to call me and me alone because I will not subject our employees to her insults and abuse.
Initial Consumer Rebuttal /(3000, 7, 2018/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I accept the $350.00 Bolt sent me to purchase a mattress that actually fits the space, I don't accept everything else that was written and I also have concerns about the mattress warranty.
I'm not sure why Bolt compared themselves to GM and I found the analogy confusing. Unless GM is installing a GMC Sierra truck seat into a Chevy Spark, I really don't understand the comparison. Luckily, GM is in a regulated industry so customer complaints about product failures don't go unnoticed.
Its obvious Bolt isn't interested in taking and listening to constructive criticism regarding the product they are selling. Refusing to listen to customer complaints and suggestions is a dangerous and detrimental business practice. While we consistently disagreed during our conversation, in no way did I attack or insult them. I simply challenged and questioned them, which apparently made them feel threatened and assaulted.
The most important issue for consumers is this:
Bolts admits to purposely placing the mattress into a pan that is smaller than the mattress in order to "pinch" it into place. Bolt uses Wolf Corporation out of Fort Wayne Indiana as their mattress supplier. I contacted Wolf Corporation last week and explained how the mattress pan was smaller than the mattress and the mattress is "pinched into place." The customer service representative indicated that as soon as an inappropriate foundation is used, the mattress warranty is void. The representative also indicated the, "mattress probably has a large dent in it" which it does. I'm sharing this information for current and future Bolt customers who are and will experience the same issue I have. I want these customers to know that placing a mattress on an inappropriate foundation, like Bolt does, immediately voids the mattress warranty. The only solution is to either make the pan larger or purchase a smaller mattress - until then this will continue to be an issue.
Final Business Response /(4000, 9, 2018/01/15) */
I have nothing further to add on this issue other than what I have already said.
We have forwarded $350 to the customer, so she purchase the mattress that she feels is best for her. In return we desire to focus on the remainder of our business and the remainder of our customers.