Main Line Overland

My experience with Main Line Overland was very poor. Im glad things generally go well for most of their customers. Unfortunately they appear to be an unprofessional company that is not equipped to deal with any problems beyond bolting on parts. I know it's a long review. I want to be concise and absolutely accurate. I gave them every chance to make good. When I was asked to leave an internet review I contacted Taylor Kronuch, their Customer Service Manager, instead. I asked for her help rather than criticize the company on a public forum. Unfortunately Taylor ignored me. I ordered almost $2,000 of stuff in September of 2022 for a new Winnebago Revel. I worked everything out with Don Cote. I told him that I need it completed by December at the latestwinter is busy and I barely get a day off from January through mid-March. The plan was to bring in the van and drop it off for a couple of days to mount all of the upgrades at once. I live in Maine and have to travel to New Hampshire to get this done. Don Cote said everything would be in by late October. Then I never heard from them. I emailed Don to ask what the hold up was. Unfortunately Don Cote had left the company and Main Lines IT department (if they have one) isnt equipped to have the email bounce back. Todd Ireland got back to me on 12/5 saying everything was in and had an opening the next day so I brought it in. On 12/8 he emails me that the van is all set except they had the wrong brackets for a light bar and would have to order the right ones. Todd blamed everything on Don Cote. He, and another Main Line employee, Luke, said they were still recovering from when Don worked there. My expectations may be high but if Todd thinks Don has caused so many problems why wouldn't he double check the order? Another question. Why would a client ever hear about an internal issue? That is poor form. I picked it up that afternoon and, because of the inconvenience, asked Todd directly if he would take care of the cost of the mounting of the light bar/brackets. He said he would. A week later the brackets came in and I asked Todd if I needed to drop it off or wait for it. His Reply (cut and pasted from the email he sent me on 12/13), "I will put you on the books for the 21st. You can surely wait, it may be a couple hours". I came in on 12/21 and wanted over eight hours. I missed two important meetings that afternoon and I was not pleased. When I asked what the holdup was Todd told me that he never would have said a couple of hours. He and Luke told me that it is an all-day job and that I was wrong to expect it to be done in a couple of hours. Not only that, he still charged me for labor after saying he wouldnt. Its bad enough that my day was blown but to have these employees, who based on my experience are inept, give me a hard time and charge me when they said they wouldn't is unacceptable. I showed him his email proving what he had said and all he could say was sorry. I explained the issues (also a ski box they had mounted improperly and needed tightened), in an email sent to Taylor Kronuch January 3rd and copied both of the company principles, Tom and Matt Henwood. Taylor replied This is not the customer experience we strive for, if there is anything you are interested in adding to your van in the future please reach out to me directly and we will do our best to make this up to you. I told her since Todd told me he wasn't going to charge me for the installation of that light bar I thought it's only right that Main Line cut me a check back for that charge and if she really want to do the right thing and compensate me for the day they caused me to waste, and, to send someone to me to fix the poorly mounted ski box. I asked her Please do the right thing and take care of this. I sent her a couple of emails over the next couple of weeks with no reply. She called me on January 13 and told me she would do nothing to help me. She also clarified that she would make it up to me if I bought more stuff. The low level of professionalism shown by Taylor and the lack of response from the two principles, Tom and Matt Henwood, speaks volumes. The funny thing is that the Revel gets more attention and more people talk to me about it than anything Ive ever owned. This includes antique sports cars, modified BMWs and Audisa Corvettea Shelby. I will let everyone I speak to know exactly where not to bring their van or truck for modifications. That said: If Main Line does decide to act in a classy manner and do the right thing I will let you know. know it's a long review. I wanted to be concise and absolutely accurate. My experience with Main Line Overland was very poor. Im glad things generally go well for most of their customers. Unfortunately they appear to be an unprofessional company that is not equipped to deal with any problems beyond bolting on parts. I know it's a long review. I want to be concise and absolutely accurate. I gave them every chance to make good. When I was asked to leave an internet review I contacted Taylor Kronuch, their Customer Service Manager, instead. I asked for her help rather than criticize the company on a public forum. Unfortunately Taylor ignored me. I ordered almost $2,000 of stuff in September of 2022 for a new Winnebago Revel. I worked everything out with Don Cote. I told him that I need it completed by December at the latestwinter is busy and I barely get a day off from January through mid-March. The plan was to bring in the van and drop it off for a couple of days to mount all of the upgrades at once. I live in Maine and have to travel to New Hampshire to get this done. Don Cote said everything would be in by late October. Then I never heard from them. I emailed Don to ask what the hold up was. Unfortunately Don Cote had left the company and Main Lines IT department (if they have one) isnt equipped to have the email bounce back. Todd Ireland got back to me on 12/5 saying everything was in and had an opening the next day so I brought it in. On 12/8 he emails me that the van is all set except they had the wrong brackets for a light bar and would have to order the right ones. Todd blamed everything on Don Cote. He, and another Main Line employee, Luke, said they were still recovering from when Don worked there. My expectations may be high but if Todd thinks Don has caused so many problems why wouldn't he double check the order? Another question. Why would a client ever hear about an internal issue? That is poor form. I picked it up that afternoon and, because of the inconvenience, asked Todd directly if he would take care of the cost of the mounting of the light bar/brackets. He said he would. A week later the brackets came in and I asked Todd if I needed to drop it off or wait for it. His Reply (cut and pasted from the email he sent me on 12/13), "I will put you on the books for the 21st. You can surely wait, it may be a couple hours". I came in on 12/21 and wanted over eight hours. I missed two important meetings that afternoon and I was not pleased. When I asked what the holdup was Todd told me that he never would have said a couple of hours. He and Luke told me that it is an all-day job and that I was wrong to expect it to be done in a couple of hours. Not only that, he still charged me for labor after saying he wouldnt. Its bad enough that my day was blown but to have these employees, who based on my experience are inept, give me a hard time and charge me when they said they wouldn't is unacceptable. I showed him his email proving what he had said and all he could say was sorry. I explained the issues (also a ski box they had mounted improperly and needed tightened), in an email sent to Taylor Kronuch January 3rd and copied both of the company principles, Tom and Matt Henwood. Taylor replied This is not the customer experience we strive for, if there is anything you are interested in adding to your van in the future please reach out to me directly and we will do our best to make this up to you. I told her since Todd told me he wasn't going to charge me for the installation of that light bar I thought it's only right that Main Line cut me a check back for that charge and if she really want to do the right thing and compensate me for the day they caused me to waste, and, to send someone to me to fix the poorly mounted ski box. I asked her Please do the right thing and take care of this. I sent her a couple of emails over the next couple of weeks with no reply. She called me on January 13 and told me she would do nothing to help me. She also clarified that she would make it up to me if I bought more stuff. The low level of professionalism shown by Taylor and the lack of response from the two principles, Tom and Matt Henwood, speaks volumes. The funny thing is that the Revel gets more attention and more people talk to me about it than anything Ive ever owned. This includes antique sports cars, modified BMWs and Audisa Corvettea Shelby. I will let everyone I speak to know exactly where not to bring their van or truck for modifications. That said: If Main Line does decide to act in a classy manner and do the right thing I will let you know. know it's a long review. I wanted to be concise and absolutely accurate. poor Service. Misrepresentationpoo

Our experience with Mainline Overland is extremely disappointing: We bought a new James Baroud Evasion roof top tent and a Rhino Rack 2500, both installed by Mainline Overland in April 22. Unfortunately, the RTT flew off our car on the NY Thruway about six weeks later. During the first confusion (not noticing that it did fly off), we reported the incident to the police who assured us that it can happen to lose big objects without noticing and that a RTT can hardly be stolen in a few minutes (which is all the RTT was unattended that very day). What followed was grotesque: Our RTT was found by the New York State Police on the NY Thruway, exactly where we were driving, about 45 miles north of our NJ home. When we informed Mainline Overland, they first stalled and didnt respond to our requests for help and support in this matter. Repeated calls remained unanswered and a week later we received an email, ice cold in its thread, absolving Mainline Overland from any and all liability. They argued - without evidence and reason - that RTTs are stolen all the time and that it was unlikely for a RTT to fly off a car without noticing. When confronted with the fact that nobody would steal our RTT in NJ only to lose it at the same time and place where we were driving, fell on deaf ears at Mainline Overland. We never heard from them again. We feel that Mainline Overland should have taken responsibility because there are only two reasons for the loss of our RTT: 1.A mistake when installing the Rhino Rack 2500 because the whole RTT together with the rack came off. 2.The material of the Rhino Rack 2500 was faulty and broke off the car. Either way, this should never have happened, and Mainline Overland should have taken responsibility. They are not trustworthy.