"READ THE 1-STAR REVIEWS FIRST - FATAL SAFETY FAILURE"
I…read morechose Rebel Off Road because I trusted their professional image and public reputation, but what I experienced was shocking, stressful, and completely unacceptable. Throughout this situation, I tried to remain professional and respectful and expressed my willingness to resolve everything amicably.
Yet, after paying nearly $4,000 for a re-gear service, I discovered a massive gear oil leak covering my driveway the very next morning due to an improperly secured axle. This left my driveway stained and reeking of gear oil--with professional cleaning estimates ranging from $400 to $600--and I spent the entire weekend in anxiety, questioning whether my truck was even safe to drive, and eventually having to return it on Monday, which disrupted my business.
During this process, I was communicating with my assigned service advisor, but responses were often delayed, unclear, or evasive; messages went unanswered, questions were redirected, and clear answers were difficult to obtain. When I brought the truck back, it was described as "just a loose axle" and claimed fixed, yet no documentation was provided proving that the differential or internal gears were inspected after I had driven it for an hour while leaking. Their claim that "there is no problem" or "everything is fine" is something no reasonable person could trust. With re-gear work, any mistake or improper setup often only becomes apparent after several thousand miles of driving. This is why a formal guarantee is not just a request, but a necessity.
When I requested a formal written warranty, they only gave me a $0 invoice with no actual warranty terms or duration. For days, I calmly requested two very reasonable things: a formal written warranty and a fair resolution for the driveway damage. I never demanded compensation for emotional distress or lost business time; I simply asked for accountability.
After experiencing this, I looked through other reviews and realized that my experience was not an isolated incident. I strongly urge everyone to READ THE 1-STAR REVIEWS FIRST before coming here. You will see a chilling and habitual pattern: dodging responsibility, being 'afraid of standing behind their work,' and sneakily adding extra charges--then claiming they are unavoidable. In fact, I later realized the overcharge I experienced was just a small fraction compared to what others have reported.
You will also notice that the owner's responses to negative reviews are always the same--robotic, defensive, and dismissive. They publicly ask customers to 'contact us' to give the appearance of being helpful, but it is nothing more than a deceptive marketing tactic. If they truly intended to resolve these issues, my driveway wouldn't still be stained, and I wouldn't be left with a useless $0 invoice instead of a real warranty. The fact that these 1-star reviews remain unchanged proves that their 'invitation to talk' is a sham and nothing ever gets resolved. They have a template for excuses but no manual for accountability.
I am sharing my experience and my filing with the Bureau of Automotive Repair (BAR) so that other victims know there is a formal way to seek accountability. After seeing so many similar complaints, I strongly encourage anyone who has had similar experiences with their safety, property damage, or deceptive billing to file a formal complaint with the BAR as well. As a business owner for over 20 years, I understand mistakes happen, but I cannot accept a refusal to take responsibility. I am now filing a formal complaint with the Bureau of Automotive Repair and initiating a credit card dispute. A strong online presence means nothing if a company fails to protect its customers' safety and property.
[UPDATE: Response to the Owner's Reply]
The owner's response below is exactly what I warned about: a robotic, defensive excuse that shifts the blame. They claim a 'failed C-clip' on an aftermarket part, but as any professional knows, this is a clear sign of improper installation, not a part failure. They also claim they 'verified' no internal damage, yet they provided zero technical proof or a detailed inspection report after I drove with no oil for an hour. Mentioning a '90-day warranty' now is laughable--if that were true, why did they refuse to provide a formal written warranty when I asked for it repeatedly for days? Their response is just another marketing tactic to look responsible in public while remaining unaccountable in private. My filing with the BAR and the credit card dispute will proceed as planned.
