Expedition Superstore — Local services in West Valley City

In response to your reply on my review and your phone call. I would never leave a negative review unless I felt I was treated unfairly. I’m not trying to get something for free. I was told by your employee that it might take 2 hours to install. He told me the shop rate per hour was $120 if you by the items at your store and $140 if you bring the parts in. Yes, I was quoted two hours on the job, but you did it in less than an hour. What kind of a shop charges for two hours when it only takes you 45 minutes. After I drove off I noticed what you actually did and it was a super simple installation, no drilling and you used existing jack brackets and holes. I never asked for a refund. I just wanted you to charge me for the actual time that you spent screwing in bolts. You even admitted that they only spent 45 minutes on the job. What kind of a shop charges two hours for that, the guy at the check stand acted weird and said it took a lot less time than they thought. He must have known it wasn’t fair, so he charged an hour and half instead of two. Sounds like to me your store got something for free not me, I had to pay a lot of money for the entire job. I’m not going to take down my review. That’s how I feel. I also wasn’t the one that called you up trying to get my money back.

If it was an actual two hour job we wouldn’t be having this conversation. I’m not an idiot there’s no way this job would’ve taken two hours let alone one hour. I appreciate the fact that you did the job so quickly however, when I got the bill I felt it didn’t reflect the actual work time that was spent.

It’s pretty tacky to accuse me, a paying customer of trying to get their money back over an honest review on Google. You called me, I didn’t call you. For some reason you feel the need to overcharge your customers for the amount of time you actually spend doing some of these jobs. It’s just not a good way to run a business and keep customers happy.

Original Review:

They took my truck back to install a zero23 batwing awning on my four wheel camper. About 30 minutes later while I was waiting in lobby it was done. I looked at how it was installed on the existing Jacks with four bolts, but I got charged an hour and a half for install. $192 dollars for installation of 10 bolts to a bracket. Kind of a rip off on the install. At first they were going to charge me two hours labor, but then he lowered it to an hour and a half. I doubt they spent 30 minutes on it. I could’ve installed it myself by ordering the brackets and batwing. Pretty disappointing that they would charge that much to screw in four bolts on jacks and maybe 6 bolts on the awning.

I drove from Kanab Utah all the way to salt lake and gave them my business. You would think to screw in 10+ bolts they would have done it for free. Beware of a huge labor bill. There will not be a next time for...

Brought my Prinsu rack to the store which I had ordered from Prinsu. Tech was a good kid and generally did a good job, but pulled all the roof trim and did not reinstall. When I brought this up with the manager, she made excuses, provided erroneous information which was later corrected by the tech, and tried to blame me for the tense interaction.

Prinsu recommended Expedition Superstore as qualified installers. I reviewed Prinsu's install videos and instructions and eventually decided to have Expedition Superstore do the install because I did not want to do the drilling in my Tundra. Manager provided a bid and we scheduled the install. Apparently whoever created the bid did not research to find out that drilling is required on a 2021 Tundra. The bid did not indicate that additional charges would incur if drilling is required, so I assumed that they knew what they were doing. I ended up being up-charged $200.

Prinsu established an install standard and provided manuals and videos. Based on their recommendation, I assumed that the install standard of Expedition Superstore was the same as Prinsu's training manuals and videos. Clearly, it is not the same standard. They did not leave the install in a reasonable fit and finish that a nearly $1,000 charge would indicate. There was no evidence of cleanup, with metal shavings and extra parts left on the roof and bed cover. And the sour attitude of the manager left me feeling bad about choosing this store. Still, I give props to the tech who was kind and not combative and argumentative like the manager was. I was so put off by her attitude that I did not want to stick around and spend my busy day waiting for them to try to fix the trim. The tech provided a roll of tape and I will try to do the fix myself.

UPDATE: LOOSE ASSEMBLY SCREWS. Upon arriving home from the store, I found that ALL of the assembly screws were loose. They are intended to be left loose at initial assembly and mounting on the roof. Then when mounting is complete, they are supposed to be tightened. None of the assembly screws were tightened. I did this myself. Sorry, I wish I could recommend these guys, but I would recommend finding...

First and foremost. Dustin over at Expedition SuperStore is THE man! Ask him for an inch he’ll give u a mile! I recently had snapped a locking key from the Racks Brax kit I had bought from their store. Panicking at first on how I was gonna get a replacement. I emailed them and got Dustin to respond. Surprisingly he was the same gentlemen who assisted me in store at their location. He said not to worry and that he would take care of it. “Just stop on by and pick it up.” No questions asked. Mind you I live in Las Vegas and they’re in Salt Lake City Utah. If it was a hop skip and away. I wouldn’t think twice. Be that as it may. I had a buddy who resided out there and that he was gonna do me a solid and pick it up for me. It would just be at a later date that my friend would come down to Vegas and bring it down for me.

Unfortunately his wife was about to give birth and had to take an emergency trip back to Vietnam to be with his wife and newly born son. Fast forward to this years Overland Expo and I was lucky enough to attend. I already explained to Dustin the unforeseen circumstances. He mentioned he would be hanging out at the 23Zero booth as well as the Racks Brax booth. I went in knowing I was gonna pay him whatever I needed to since he already did me a solid. I also told him thank u for going above and beyond. I just need to tell him in person. Since we didn’t know when my buddy would be returning with the replacement key. Dustin went ahead and busted open a brand new Racks Brax kit to get another key for me. Yes, another key! I was in utter disbelief that he was gonna go that far to take care of me. Dustin, if u ever read this. I just want u to know that you are too kind. You really helped me out even after months of purchasing the item. U still showed consistency of valued customer service. I can’t thank you enough! It wasn’t much but hopefully that home made Spam Musubi my wife made that morning tied u over till lunch. It was the least I could do brother. Again, thank you and much mahalos!

Rudel Antonio

P.S. I hope to stop by again soon in Salt Lake City and purchase more items from...