Sherri (sp?) took care of a small issue with my locking mechanism. They were very helpful and gave a fair price on replacement. I was EXTREMELY HAPPY to call a customer service number that is not outsourced. I will always go to RETRAX for my truck accessory needs.
Great company. Quality product. I bought mine over 15 years ago. They warrantied any issues I had.
I would definitely recommend looking into other manufacturers of retractable covers if that is what you want because buying a retrax will only give you headaches. If you decide you still want Retrax, be sure to read the warranty policy with a magnifying glass because the only way they might cover your cover is if you buy the top of the line product.
We purchased the RetraxPro aluminum tonneau cover almost two years ago, and I want to add my feedback now that we have driven nearly 60,000 miles with it, much of it hauling our fifth wheel trailer. I also have an auxiliary fuel tank in the truck bed, and am regularly rolling the RetraxPro back to fill the tank or put things into the bed. Before purchasing the RetraxPro, I did A LOT of research into tonneau covers. I was disappointed in the design of most of them because they were either cheaply designed and manufactured or impractical. For example, who wants to deal with pulling the thing shut by a strap you have to chase? The RetraxPro is a solid, quality product that has stood the test of some serious usage in 2016 as I mentioned above. We criss-crossed the country four times last year, rain and shine. Our truck is parked in the garage now when it can be, but not while we were on the road last year. The rolling action of this cover is incredibly smooth and easy to manage. I love the fact that it is lockable at any position. I also love the ease with which I can lock, unlock, and roll it from the handle on the left. Since I have an extended (8') bed, that is the version I installed. Cannot say enough good about it. Has it been perfect? No, but it is the best out there for our purposes. The imperfections have included the plastic tension screws coming out (but there are metal clips that still hold the tonneau cover fastened to the truck bed), and the fact that it is SLIGHTLY too narrow between the side rails for our fifth wheel kingpin arm (which has made its own space by peeling ~1/8"-1/4" of aluminum off the inside edges when we made some tight turns; now it fits fine :)). More recently, the pin connecting the handle to the locking rod came out. What's amazing to me is that the thing still locks and functions basically as normal!! When I called customer service, the guy was extremely helpful and sent out a replacement cover section immediately. Yes, it was nice to talk with someone else that spoke my native language natively, and was knowledgeable about the proper solution to my issue. I feel badly for anyone who has had a poor experience with a Retrax product. Looks like "Stefan the Engineer" may have purchased the same product I have been using, although he did not say in his posted commentary. Based on the photos he shared, it seems his version may not have been the right size for his truck bed or it was improperly installed. And, just to throw this in here because it seems to make a difference to some people, I have been a practicing engineer for about twenty years. But I don't flaunt it.
A large piece of hail did in my 5 year old cover so I contacted Retrax. No problem, scheduled me for a rolling cover replacement. They installed the new rolling cover professionally, and quickly. I found customer service to be polite, professional and accurate. Thanks Retrax!
My truck has always been stored in a garage so there is minimal weather and sun abuse. I probably have the cover closed 98% of the time and only slide it open on rare occasions. I had the latch mechanism fail on me, the clamps broke, the bolt inside clamp seize and sheared off leaving me to die grind it off and every single one of the plastic set screws that are used to align the rails broke/shattered leaving me to head to local hardware store to find metal replacements.
Beware of Retrax Bed Covers! Poor quality product that doesn't stand up at all to minimal use due to poor quality. "Lifetime warranty" of the more affordable covers is anything but lifetime. My rolling cover has torn on both sides of my truck bed towards the front of box. They told me it would cost me nearly $500 just to replace the rolling part which is basically half the cost of a complete new system which would also have the rails, clamps and storage box. Completely absurd!!! The customer service is truly as bad as James Owen states in his review. I left voice messages and never received returned calls, sat on hold for over and hour. It seems like the only way to get any sort of response is to email them but when you do, be prepared to be shocked when you see the impact to your wallet when they finally do reply.
See the images of my torn cover. As a design engineer for a well known automotive company, I can assure you, this is an inferior design using poor quality materials. Also, I can promise you, no reputable or industry leading brand/manufacturer treats their customers as poorly as Retrax does. Retrax has a real problem that they need to remedy, otherwise they won't be around long in my humble opinion.
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