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| map-marker Albuquerque, New Mexico


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Updated by user Oct 23, 2023

Have not heard anything back from Roofnest about their defective item that they refuse to replace or refund under their extended warranty plan.

Original review Sep 21, 2023
I bought a Roofnest Sparrow XL (OB)-Black on was 5.09.23 for $2,803.40. In less than one month after purchase--and during the first use of this product--I started having problems with this defective product, most likely due to a manufacturing defect. The two pieces/shells of the item did not seal shut so from first use so the tent bulged out of the crack between the 2 plastic/fiberglass pieces while driving; this situation created a huge, scary noise that caused us to pull over on the side of the road to inspect the product. (We are very experienced gear users and review instruction manuals/videos; we know how to use gear and can confirm the latches on this product were properly shut when in use). We finally sealed the 2 shells together with a ratchet strap as we were afraid the item would explode on the road, fly off the car and possibly injuring someone. About 2 weeks after returning from the 3-week roadtrip (in which we used the product), a very loud pop/noise occurred while driving (the Roofnest remained attached/on top of the car after we returned) and we discovered a crack in the fiberglass/plastic shell directly above the Roofnest logo. Soon after the crack expanded and turned into a very visible hole (again, while driving we heard a loud, scary noise when the item popped and we had to pull over to inspect the item as we were afraid it might explode, come apart and possibly fly off & hurt someone). We immediately reported the crack/hole to Roofnest and they refused to honor its extended warranty policy & replace the item; they told me to buy a bonder/glue to repair it. They then claimed that the crack/hole was "accidental damage" as if I damaged the product. This was not accidental damage. This is clearly a manufacturing defect & the product is not repairable & cannot be repaired with their suggested glue/bonder. And I had to chase customer (they don't return voicemail, were slow to respond and very defensive and not helpful). This is the worst customer service situation I've ever encountered. With all the identical customer complaints online, this is clearly a manufacturing defect.
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User's recommendation: Buyer Beware--DO NOT BY THE ROOFNEST SPARROW

map-marker Perris, California

Product failure, no customer support

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We purchased a Sparrow 08-15-2020. We used it once on a short distance trip with no problem. On April 1, 2020, while driving in high winds and heavy traffic the Sparrow's latches malfunctioned the tent deployed. I was able to pull over safely. Thankfully, no one was was injured or vehicles damaged. I had tiedowns with me & was able to secure it closed for the remainder of the drive. Upon inspection I found; tent shell cracked, tent torn and several latches broken. I checked their warranty which claims 2 year coverage & contacted RoofNest customer support. I was offered a fiberglass repair kit, a can of spray paint, new latches & $300. I did not agree this to be acceptable, so next was offered the same but with $500. I informed customer support that I am not responsible for repairs, they are. I was then referred to the owner, Tom, who told me "our latches aren't perfect....". He then offered to to provide me with a new tent if I drove to LA and paid an exchange fee of $1000. I responded the I would to drive to LA for an EVEN exchange but he did not agree to my resolution. I quote "We do not replace tents for damage due to tents opening up on the highway". So RoofNest is aware this happens but offers no support when it does? This company has no integrity.
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User's recommendation: Do not buy a Roofnest tent

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