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April 2023 by Terri D.
My husband and I just returned from a 6-night trip with Off the Grid and can only describe the experience as DISAPPOINTING. The trip was advertised as "All-Inclusive", but there was $1500 in ADDED COSTS that were not disclosed until after deposits were paid and final preparations were underway. In addition, there were UNANNOUNCED CHANGES to the itinerary that eroded our value and maximized Off the Grid's profit. We did not stay in advertised hotels 3 of the 6 nights. One hotel stay was substituted for camping on the beach which required us to purchase camping gear. We were told this would be "glamping" on a beautiful beach with bathrooms and showers, a 5-star catered meal, and fireworks. Instead, we camped on a beach on the side of noisy highway with 1 bathroom and 1 shower for 40 people. Another night was supposed to be at the Scorpion Bay Hotel. Upon arrival we were escorted to another property a block away where there was no hot water, no hand towels, no secured parking. Our first day on the trail we had an issue with our radio. This was a huge SAFETY CONCERN for us, as we were in unfamiliar territory, and could not hear call outs for turns or cautions, and could not communicate our status. We asked for assistance several times and were told to "talk louder or put the mic closer to your mouth". On the second day, with the help of other customers on the trip, we fixed the problem ourselves. On day two a car in our group broke its upper arm about 30 miles from the nearest road. The car and drivers were left to be towed back on 3 wheels by the sweep car. We were told sweep would have communication with the lead cars via SAT phone but we later learned there was NO SAT PHONE and NO COMMUNICATION for over 6 hours, during which the car rolled off a bridge while in tow, and had to wait another hour while the Off the Grid mechanic hitched a ride from a passing van to the hotel to get help to upright the car. Even then, the chase truck, which was parked at the hotel was not dispatched. They spent an additional hour being towed another 8 miles to the hotel. Off the Grid's web page says they have "on-trail mechanics, 'Baja Ninjas', who can handle any issue" and also says they carry "parts for most manufacturers". Everything we read, saw and heard from Off the Grid prior to the trip led us to believe that our Polaris would be mechanically supported. This was a key factor in our decision to book this trip. However, we discovered this is not the case when we experienced a problem with our Polaris on day 5. When we reported the issue to the support crew they immediately said "we have no parts for this car, put it on the trailer". This was without looking at it, getting in it, starting it, or asking any questions in an attempt to diagnose it. After we called BS on their response to our issue, they removed the clutch cover, revved it up to clear the dust and we were able to do another 120 plus miles on a car that they wanted to just put on the trailer. Later that day we were told by the owner that they DO NOT CARRY PARTS FOR POLARIS. If you drive Polaris of any other "off brand" (their words), DO NOT expect to get the support you are paying for. We really wanted to come home from this trip with great memories and stories to tell our friends. Instead, we came back very disappointed.
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February 2023 by James Knight
Didn't seem to be able to get parts to easy , and customer service blew hole, waste of time, don't need a shop that's big
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December 2022 by Erik Hayhurst
Fantastic service. Had the solution to fix my fenders rubbing my tires when 2 other shops couldn’t figure it out. They’re on point and do great work. They diagnosed the issue in a few moments and just a day later I had new tires and no clearance issues. Going back to built out my UTV next.
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June 2022 by Dex Peterson
Connor and the boys take great care of me everytime I walk in the door. I recommend these guys to everyone.
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February 2022 by Mike Manclark
These guys are amazing! Experts in what they do on every level
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January 2022 by Gary Richie
Beat place for suspension work!
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January 2022 by Marcelo B.
I called and spoke to Cody about my vehicle. He said to drive in, so he could look at it. When I drove there a few days later, Cody was busy. Richard helped me. Richard said he would look for wheels, tires and other parts for my vehicle and get back to me. Long story short, Richard never contacted me, never returned my calls, never replied to my emails. I asked Cody to help me. Cody sends me an email link to Wheelpros.com and tells me to pick wheels that I like. I looked at the wheels and emailed Cody that I didn't like any of them. He never replied. My experience started in late November and I had enough in January. Terrible customer service. No follow up. They just don't care. I had a great experience at JBM Offroad in Anaheim. I highly recommend them for your offroad vehicle.
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November 2021 by Brad T.
STAY AWAY FROM THIS BUSINESS! I will be taking them to court. I had my wheels and tires replaced to off road. I asked them to sell my brand new Volvo wheels and tires that were worth $2500. Cody, their employee and manager, Agreed to keep them there and sell them in exchange for a 25% commission which would go to the company. I called back a month later and he said they had not sold yet. Not being in a hurry, three months went by. When I called again, he told me that he had no recollection of that conversation, and that they had sent the tires to a scrap Dealer. I was dumbfounded. He said they don't normally resell tires. Yet he didn't have an answer as to why they had been there for over four months. I then contacted the owner, Who told me he's not responsible for his employee. So I am out $2500 and this company has proven that they have no integrity or interest in customer service. I will now be filing a small claims action against them. If you're thinking of working with them, run the other direction. They don't care about clients or customers! And like other reviewer stated, I don't get things done on time, make continued excuses for poor work production and do sub par work. Can't believe they are actually still in business!
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October 2021 by Mark R.
Outlaw Off-road did a great job on my Suburban about 7 years ago with a leveling kit, tires and wheels. Just Took my 20019 GMC Sierra there recently for a 4" BDS lift, Method Wheels, and tires. Awesome job. Truck looks super bad a*** Wheel well trimming came out clean. Richard, Cody and the rest of the staff were great. Not sure why anyone have them bad reviews.
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September 2021 by Arte Libunao
Cody and Richard are super helpful. Bought and installed new BFG KM 3s on my Taco and the price was reasonable. I followed up by purchasing and installing a Baja 30" light bar. Chris, the tech, did the installation which was quick, professional and precise. Great place!
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August 2021 by Travis D.
Avoid this place like the plague! Same story as everyone else. Came in for tires and a level, and was given a ETA of a week. NOPE! Called weekly for an update, nothing. Promised to be called back. NOT ONCE! I paid in full because I was told it would be a week for parts so no point in paying twice. NOTE: they charge 3.75% of purchase price on all credit card transactions. You know why? Because they want cash! With cash, you'll never be able to get a refund and you'll be stuck waiting forever for your order. Thankfully I paid with a credit card and took that 3.75% hit. After a month of no resolution or a response as to when I was receiving my product, I disputed the charge with my credit card company (Chase) and told them I never received goods and services. Before I disputed, I even tried to work with Outlaw and said l would accept just the tires, not even installed, just for some kind of refund. They said no. They could've had some of my money still but they refused. So I went ahead with the dispute. They tried to fight back the dispute by saying they called and told me they had my parts ready and I was ignoring their calls. All lies. I told my credit card company I have phone records stating they have not called me once! After speaking with Chase, the burden was on Outlaw to prove they provided service, which they couldn't. Received my full refund. If you were promised a date of service or your parts coming in and that day came and went - if you paid with a credit card, dispute it! Don't let these crooks take your hard earned money! That no refund print on your receipt doesn't mean s*** if they don't provide service in a reasonable amount of time! Otherwise again, AVOID THIS BUSINESS AT ALL COSTS!
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August 2021 by Jennifer V.
Reading other reviews and basically had the same thing happen to my husband. Terrible customer service, never calls back, did not receive items when they told him it would arrive (told him a week and it was a month). Just overall awful place. Don't bother coming in cause they'll just take your money and now you're left waiting with no product and no call back.
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August 2021 by Ben F.
Absolute awful custom service. To be completely honest I would have rather gone somewhere else and pay more instead of dealing with Outlaw. They don't give a single crap about their customers one bit along with they will tell you to come in to grab your truck and it won't even be done.
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August 2021 by Anthony Evans
Great bunch of guys. Work really hard. As far as customer satisfaction and customer service not impressed. They tried to charge me to correct issues for work I already paid for that they rushed through to perform. I will never go back. My two front brand new tires at $300 a piece are being chewed apart lees than 1,800 miles because of their faulty alignment. Also my steering wheel is still crooked as hell and the balance weights on my brand new Wheels fell off the next day in my driveway. Cody told me he'd have to charge me $60 to reattach weights and to rotate tires. If anything I should send them a bill for two new front tires and the bill after having it realigned by a professional shop.
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August 2021 by Josefina D.
Place sucks. If you read this it's your sign not use their services! They gave my husband the run around for so long about his tires. He gave the down payment and when it was time to set everything up they kept telling him the wheels were not ready yet??? Excuse after excuse and he had to literally chase them to get answers!!! Bad reviews on here are speaking facts about this place!! 2 months and still no wheels?! Nooo do better!
