RoughCountry - Warranty Issues

[Broncolander]

UPDATE: As I suspected, the RC rep didn’t know what he was saying. Even though they filled out the forms incorrectly, I wasn’t charged any import duties or fees. They sent me just two little brackets for replacement. So eventually it will break again, and after a third time, I might as well replace the whole mount. Just a cheap design, as most already know.

Hey everyone,

Looking to get some opinions/feedback here.

One of my Rough Country fog light brackets (SKU: RC-51088), purchased less than 2 years ago, completely shattered while driving under normal use. I was literally two blocks away from home when I heard a loud metal banging noise from the front end. Drove back right away and found the mounting of one of the fog lights had broken into pieces. The bolt was still on the larger bracket that holds all three lights, but the little light mount shattered and that light was hanging. Luckily, I always secure wiring with zip ties, otherwise I probably would have run over the light while it was still connected.

For context, I haven’t been off-roading since the beginning of the year (work has been crazy), so this didn’t happen from hitting rocks, trees, or anything like that. Just normal road driving.

I filed a warranty claim with Rough Country since their website states:

• “Lifetime Warranty towards manufacturer defects”
• “Product protected from structural and workmanship damage”
• “We’ll replace your defective item at no cost to you”
  https://www.roughcountry.com/warranty

Their customer support rep (who never gave me a name or position) offered to send me just the little mount piece instead of a new light. I said fine, as long as it doesn’t cost me anything - the light housing is scratched but I can repaint it.

Here’s the issue: they’re now refusing to cover fees like cross-border brokerage and duties (I’m in Canada), which basically means I’d have to pay for their warranty. To me, that goes against their own policy of “no cost to you,” especially since US-CA is covered under CUSMA/USMCA.

The rep keeps repeating that “the brokerage company looks at original addresses” and that because it won’t match the original shipment address, I’ll be charged and they won't be responsible. But that’s not how CBSA works — the requirement is proper documentation, not address matching. Also, their warranty explicitly says they cover it all. So why should I, the customer, be responsible for paying those?

From what I understand, all they need to do is:

• Send a no-charge invoice labeled “Warranty Replacement – NOT FOR RESALE”
• Show the unit cost as $0 (or nominal $1–5 if needed)
• Add a note “Not a Sale – Value for Customs Purposes Only”

CBSA has remission/relief mechanisms for warranty replacements when the supplier covers the cost. I’ve told them this multiple times, and they still refuse.

So my questions:

1. Has anyone else in US or Canada dealt with Rough Country warranty issues like this? Where they refuse to cover shipping costs or things like that?
2. Am I right in thinking they’re just not handling the paperwork properly?

I am afraid of cutting my losses, accepting it, and later I have another light or bracket breaking on me. Clearly this is a quality issue on their end. So shouldn't they cover all costs related to this replacement warranty and follow their own policy statement?

Appreciate any advice or shared experiences.

Sponsored

 

[Brian_B]

Here’s the issue: they’re now refusing to cover cross-border brokerage and duties (I’m in Canada), which basically means I’d have to pay for their warranty.

I'm no legal expert on this, but pretty sure as long as it's explicitly declared as a warranty replacement (versus a purchased product) the item should be clear from any tariff - both for you returning it and them shipping you the replacement.

The law is clear as mud though, and changes every dang day. I did find this, that might help

https://preferredship.com/kc/repair-replacement-warranty-returns/

That said, if RC wants to stick their head in the sand about it and just not deal with it, not much you can do about that... other than not buy their stuff next time, and giving us the warning.

 

[Broncolander]

Thanks Brian! I sent something similar to the person responding their customer service e-mail and the guy's response was: "I only ship FedEx. The brokerage company looks at original addresses. If we aren't shipping to the same address the original kit was shipped to, there is a more likely than not chance that you will be charged a fee."

Which is a weak response without backing up with policy, documentation, or even a proper claim number.

I found some e-mail addresses for their corporate people and I have sent them an e-mail, it was brought to my attention that the person responding their customer service e-mail may not the same one that handles Warranty Claims. I wasn't even provided with a ticket claim or warranty claim number, which makes everything even more odd lol

I've heard bad things about Rough Country and decided to give these guys a chance, first and last time for sure.

Hopefully this post gives others a clearer idea of what to expect when dealing with this company.

 

[Brian_B]

They are a fairly popular company but, like many in this industry, I would not be shocked to hear they are just too small to have a bench deep enough to really be able to support something like what you are going through.

A return, fine.

A return with tariff exclusions and duty documentation requirements? Ehh…

As you say, not really shocked at all to hear “No man, we just send it via FedEx”

Unfortunately. I’ll keep the politics angle out of it

 

[Broncolander]

They are a fairly popular company but, like many in this industry, I would t be shocked to hear they are just too small to have a bench deep enough to really be able to support something like what you are going through.

A return, fine.

A return with tariff exclusions and duty documentation requirements? Ehh…

As you say, not really shocked at all to hear “No man, we just send it via FedEx”

Unfortunately

haha Seems like it! They are well known among the offroad community, but mostly not in a positive way. They are more in the infamous spectrum. I thought it wouldn't hurt giving them a try, but lesson learned

 

[HighVelocity]

There's enough warnings in the world about companies like this, but people just can't resist the allure of low-priced shit.

I have no helpful input here and it sucks when you're the one getting screwed by a shit company. I've been there and learned my lesson. I hope you can get a good resolution.

 

[23OBX2.7]

In the S550 Mustang world I had fun modding but learned expensive and time consuming lesson (did work myself) that majority of aftermarket stuff is overpriced low quality.

Now I see in Bronco world overweight costly body armor and bumpers, overpriced lighting can buy in CN for 15% of the branded price, and a wide range of suspension options.....

I know Koni 100% warrants products don't even have to return faulty dampers on my experience with 8 faulty dampers. Eiback quality is great.

Bilstein has QC issues.

Lots of the wheels are heavy weights or way overpriced for non TUV or JAL wheels with forged costing 10X what can get in CN for.

Other have paint quality issues or fit issues.

I'm going to keeps mods to Ford Racing or super premium aftermarket...

 

[Broncolander]

For me it’s not about the price. It’s about who’s behind the products.

I’ve come across some super pricey products that companies throw out there for beta testing without even getting consent from customers. Then you end up with a broken down Bronco and no support in sight. Some of these products are even well known.

On the flip side, I’ve found some really cheap stuff (or maybe it was actually faired priced) that works like a charm and hasn’t given any trouble.

In the end, it’s all about company greed and how much they're willing to cut corners on quality or re-selling a product from overseas and overcharging for slapping a tag saying "Designed/Assembled/Made" In US/CA just to make a buck. There’s a bunch of air compressors like that out there

A good example:
For a decade, I had these Amazon lights from a brand called Niilight, which is supposedly how AuxBeam started. Legend has it they’re made in the same factory overseas, but don't take my word for it. Anyway, I had those lights on my Jeep, and they worked perfectly. I paid CAD$50 the pair and never had a single problem. I’ve also seen an expensive brand that was supposed to be more reputable having bad quality products that kept failing until people gave up and paid out of pocket to remove it coff coffOraclecoff coff

 

[MayhemMike]

I am not an off roader. I own my Bronco simply because I always wanted a first generation Bronco but the prices for both restored and basket cases was insane. Ford came out with generation six and I was sold. Since then I have watched time and time again folks having issues with aftermarket parts and add ons. In 2006 I bought a Mustang GT and purchased a few aftermarket items. Three to be exact, and everyone of them failed. Sequential turn signal harness, audio system harness and Ford performance axle back exhaust. ( The garage kept GT suffered rust rot on one of the mufflers). I have refrained from the aftermarket urge with my Bronco except for a mesh shade top. BTW, even that has issues and the companies selling the tops have ignored my situation. Anyway, everyone enjoy your Broncos..

 

[Brian_B]

I’ve come across some super pricey products that companies throw out there for beta testing without even getting consent from customers. Then you end up with a broken down Bronco and no support in sight. Some of these products are even well known.

On the flip side, I’ve found some really cheap stuff (or maybe it was actually faired priced) that works like a charm and hasn’t given any trouble.

Yeah,

I have no issue at all paying good money for good quality. Other than the obvious, my budget doesn't always allow for it.

But there's been a lot of times where I've paid good money and got crap - so cost definitely is not an indicator of quality. And there's times where I've cheeped out and won the lottery (although I admit, I lose that bet more than I win).

A matter of how critical an item is to me - if it's a huge pain to install, or safety critical or something - I will not cheap out on. But if it's something just for show or easy to replace or non-essential... I may roll the dice. I take great pleasure in using an item that is well made and built to last.

Just a matter of weeding out the wheat from the chaff mostly. A big reason I lurk on forums like these - to see what other people are using and what works and what doesn't.

I have never regretted an expensive purchase if the item is well made and built to last (I don't always spend the money, I have a budget just like most everyone else). On the flip side, I feel like I got lucky if a cheap purchase works out, and like the OP, I am so disappointed and angry when an expensive purchase doesn't work out or the service just isn't there.

 

[NC_Oak]

In the S550 Mustang world I had fun modding but learned expensive and time consuming lesson (did work myself) that majority of aftermarket stuff is overpriced low quality.

Now I see in Bronco world overweight costly body armor and bumpers, overpriced lighting can buy in CN for 15% of the branded price, and a wide range of suspension options.....

I know Koni 100% warrants products don't even have to return faulty dampers on my experience with 8 faulty dampers. Eiback quality is great.

Bilstein has QC issues.

Lots of the wheels are heavy weights or way overpriced for non TUV or JAL wheels with forged costing 10X what can get in CN for.

Other have paint quality issues or fit issues.

I'm going to keeps mods to Ford Racing or super premium aftermarket...

Overweight costly armor? I'm sure there's some crap out there but my overweight armor prevents costly damage.

 

[23OBX2.7]

Overweight costly armor? I'm sure there's some crap out there but my overweight armor prevents costly damage.

No reason it shouldnt be AHSS a bench mark would be the Ford Racing B&C Bow braces that weigh total 11 lb incl packaging.....aftermarket would weigh 70 at least probably. How much does that clunky after market B brace weigh ....none of this stuff has weights incl in the descriptions.

 

[NC_Oak]

No reason it shouldnt be AHSS a bench mark would be the Ford Racing B&C Bow braces that weigh total 11 lb incl packaging.....aftermarket would weigh 70 at least probably. How much does that clunky after market B brace weigh ....none of this stuff has weights incl in the descriptions.

weights are provided with reputable companies. I knew every pound I was putting on mine. No doubt, I added plenty of weight. However, for comparison, it was the equivalent weight of a passenger.

UHMW, aluminum, carbon steel, and your referenced AHSS. All are availble. pick what you want. Don't shit on the Bronco aftermarker. Just be smart about it like all other things. Glad your mustang mods were smooth. Ask this forum and you'll get plenty of good insight, both what sux and what is great

 

[23OBX2.7]

Just stating my experience with aftermarket with several cars and many thousands of dollars and many many hours wasted time R&R.

I do understand that aside from tier 1s with no hassle warranty it's a gamble.

I think there should be a sticky on various main aftermarket categories like bumpers, belly protection, dampers, winches, racks along with respective material and weights. I for one can't find weights on anything on after market mfgs sites, other than Ford Racing who make it easy.

Have to remove my just installed IAG rear soft gate lift kit....POS nearly too much tension on the top when closed extremely difficult to reach window top clips plus is very hard to close. Definitely a huge down grade. What a waste of time...again.

Good thing Amazon gifted it to me after several delivery failures - may be someone will buy it, otherwise will toss it where is belongs haha.

 

[NC_Oak]

Just stating my experience with aftermarket with several cars and many thousands of dollars and many many hours wasted time R&R.

I do understand that aside from tier 1s with no hassle warranty it's a gamble.

I think there should be a sticky on various main aftermarket categories like bumpers, belly protection, dampers, winches, racks along with respective material and weights. I for one can't find weights on anything on after market mfgs sites, other than Ford Racing who make it easy.

Have to remove my just installed IAG rear soft gate lift kit....POS nearly too much tension on the top when closed extremely difficult to reach window top clips plus is very hard to close. Definitely a huge down grade. What a waste of time...again.

Good thing Amazon gifted it to me after several delivery failures - may be someone will buy it, otherwise will toss it where is belongs haha.

IAG customer service is great. They're also a member on this forum. That liftgate thing is one of their products, made in MD, and they will stand by it. Maybe there is a defect, or install needs adjustment. If you haven't already reached out to IAG, you should. They would certainly appreciate the opportunity to make it right or help troubleshoot before being bashed on the forum.

That tailgate lift is cool. I don't have it but have considered. Hopefully yours gets sorted.

Sponsored