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Old 05-09-2013, 09:42 PM   #1
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Thumbs up Rancho Customer Service

Just thought I would pass along my experience with Rancho Customer Service.
I ordered the Rancho 2" Sport Lift for my 2012 JKU from Amazon. I submitted the rebate and sent the packing slip / invoice by mail to the rebate center. After waiting about 7 weeks I called the rebate center and was informed that the rebate was denied because the invoice wasn't itemized and didn't list the Rancho 9000XL shocks as being included.
After getting no results explaining to the rebate center that the shocks were part of kit I contacted Matt from Rancho and explained the situation to him.

Matt went above and beyond to do everything possible to correct the problem and after 4 days and several phone calls (one which was over 45 minutes) I was notified by the rebate center that the rebate had been approved and I should receive it in about 4 weeks.

The level of service that I received from Matt is almost unheard of now days and this experience has shown the integrity of Rancho and the quality of the staff. When it comes time for more upgrades Rancho will be number 1 on my list.

Well done Rancho.

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Old 05-09-2013, 09:44 PM   #2
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good post. always good to know about companies that really care about customer service.

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Old 05-09-2013, 10:06 PM   #3
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Old 05-09-2013, 10:41 PM   #4
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Just submitted my rebate yesterday and the invoice does not itemize the shocks. I wonder if every single person submitting a rebate with an Amazon receipt will have to call on Matt for assistance, or if Rancho has clarified this with their rebate processor?

Got the kit installed today, leveled out nicely and the 9000's are a world better than stock!
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Old 05-09-2013, 11:03 PM   #5
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I think after the ordeal I went through, the rebate center understands now that Amazon does not itemize the invoice and they are aware of the Amazon orders. Just keep a check on the status of the rebate on the rebate centers web site and if it gets denied call them and talk with Lekesha, she is very familiar with the Rancho/Amazon rebate... lol

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Just submitted my rebate yesterday and the invoice does not itemize the shocks. I wonder if every single person submitting a rebate with an Amazon receipt will have to call on Matt for assistance, or if Rancho has clarified this with their rebate processor?

Got the kit installed today, leveled out nicely and the 9000's are a world better than stock!
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Old 05-10-2013, 07:55 AM   #6
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can anyone assist with submitting multiple items? I purchased 4 of the RS9000 shocks, and the 3" lift kit, so I would need to get rebates for both.
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Old 05-10-2013, 11:36 AM   #7
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Nighthawk, I would think you would need to do 2 separate submissions, one for the 4 shocks and one for the 3" lift.
You can call the rebate center at 866-251-1393 and they should be able to help.

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can anyone assist with submitting multiple items? I purchased 4 of the RS9000 shocks, and the 3" lift kit, so I would need to get rebates for both.
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Old 05-10-2013, 11:55 AM   #8
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When y'all get those lifts installed post up some reviews on the install and how it rides on and off road.. Thanks
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Old 05-10-2013, 12:36 PM   #9
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I got it figured out, there is a selection for exactly what I need so only 1 submission is required. I am having 17" DC Torques with 35" Mickey Thompson MTZ's put on at the same time, I will post pics.
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Old 05-10-2013, 01:12 PM   #10
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Quote:
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When y'all get those lifts installed post up some reviews on the install and how it rides on and off road.. Thanks
Here is a link to where a few have put the 3" Sport Kit on.

http://www.wranglerforum.com/f33/ran...ft-232475.html
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Old 05-10-2013, 01:47 PM   #11
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Old 05-10-2013, 07:30 PM   #12
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Thanks for the links guys.. That's some good info
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Old 05-10-2013, 08:49 PM   #13
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Thanks for the heads up, mine was declined also, will be making a phone call on monday.
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Old 05-11-2013, 05:10 AM   #14
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Let us know how it turns out, I'm curious to see how they handle your claim. Hopefully they will have advised all their reps of the Amazon invoice issue and will take care of you.

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Thanks for the heads up, mine was declined also, will be making a phone call on monday.
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Old 05-11-2013, 05:55 AM   #15
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I was expecting I got taken care of. Not I waited over a month, had to make multiple long calls, with no luck. Finally had to get someone else to make more long calls within the company to finally get my owed money back for an obvious mistake that can be seen on the receipts another month later. At least that's how I read it. Not my idea of outstanding customer service and nothing like I've dealt with in my jeep purchases.
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Old 05-12-2013, 05:22 AM   #16
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If I'm reading your post right, I will clarify by saying the rebate center was where the issue was, not with Rancho. The rebate center failed to see that the lift kit included the shocks and was denying the rebate. Matt could have stepped back and said the issue was between me and the rebate center and washed his hands of it, however, he stepped up and helped with the issue.
Rebate center customer support = Horrible
Rancho customer support = Awesome

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I was expecting I got taken care of. Not I waited over a month, had to make multiple long calls, with no luck. Finally had to get someone else to make more long calls within the company to finally get my owed money back for an obvious mistake that can be seen on the receipts another month later. At least that's how I read it. Not my idea of outstanding customer service and nothing like I've dealt with in my jeep purchases.
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Old 05-13-2013, 08:33 AM   #17
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Took less then 5 minutes! Thanks to those who went through the leg work to show them their mistakes!
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Old 05-13-2013, 01:19 PM   #18
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I would always deal with Rancho.I have their 4" sport lift and have been more than pleased with it but their customer service is what makes me want to come back.I too had some problems with my rebate and they were very helpful finding out what happened to it.
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Old 05-13-2013, 08:23 PM   #19
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That's great news.
I'm glad the rebate center saw their mistake and apparently took action to fix the problem.
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Took less then 5 minutes! Thanks to those who went through the leg work to show them their mistakes!
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Old 05-20-2013, 10:11 AM   #20
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AMilton, thanks for the props!!

If people run into an issue please PM and I can offer assistance.

Thanks Matt!

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