Verified Company
Purchased flatjacks for my van. Both would inflate, however they both slowly leaked. In one there was a very small o ring that was jammed in the release valve and the other had no o ring (I later found a second o ring on the van floor). I emailed about the first one and they sent a replacement (still in transit). They said the o ring should be on the inside of the device. I never got an answer on what the o-ring was for or where exactly it should be. They did tell me to turn the valve a quarter turn with channel locks. That did not work. Once I started talking to them about the the second one slowly leaking they said only 2% ever fail and wanted me to send video (which I had already done, along with leak rates and photos of the 2 loose o-rings. ), photos, vehicle height and weight, temperature while using the jack, and more. It was already very time consuming to monitor leak rates.
After that email and many others I realized that they were going to make the exchange of the second one difficult and more time consuming. I have opted to just return them. They are saying I will get a full refund once they receive them.
Between the bad repair advice, multiple emails, and then them wanting me to go through a long procces for warranty for an item that had parts on the outside that they admitted were supposed to be inside.. it's been very disappointing to say the least.
Reply from Vanlife Outfitters
Scott, I’m very sorry this turned into a frustrating and time-consuming experience. We really should have handled it better, and we’re working to make sure you receive a full refund promptly. We’re also taking a closer look at how this was handled on our end so we can learn from it and improve going forward. I truly appreciate you taking the time to share the feedback - thank you.
