Complaint Review: OUTLAW OFFROAD GREENSBORO NC - Greensboro NORTH CAROLINA

I am writing this review in hopes that someone does not have to go through the ordeal as I did with Outlaw Off-road.  It is lengthy, but worth the read if you are contemplating doing business with them.            

-  20 Mar - I reached out to Outlaw Off-road, informing them I would be bringing my 2015 Wrangler in for engine & possible transmission damage, & requested to have a supercharger installed.  I had conversations & text messages with Doug Langford (the owner), I had asked which supercharger he thought was best between Hamburger & Ripp. To which he texted “if you want whine, you want Ripp, 100%.  

8-10 weeks for new orders”.  

-  31 Mar, I towed my Jeep 168 miles (3.5 hours), to his shop spoke to Doug and Shane informing them of what was going on with my Jeep.  I asked for a copy of the diagnostic report once they ran it & the timeline, which Doug responded 8-10 weeks for the Supercharger, and once it gets here about a week for install.  

-  13 Apr, I received the invoice (two weeks later), for the minimum amount due of $13,661.10, which I immediately paid & notified them.

-  3 Jun, I called to ask for an update on parts for my Jeep, (I had called numerous times asking for updates).  Curtis responded, we were still waiting for the supercharger to come in, as it had only been eight weeks.  I asked if he could call Ripp to get an updated timeline & let me know.  I did not get a call back (this is the norm), so I called back the next day.  Curtis informed me that Ripp had no order from them for my Supercharger.  Supposedly they sent them the invoice, but Ripp denied it, (what I was told).  So, we had been waiting eight weeks for a supercharger that was never coming.  He informed me that they could get a Hamburger supercharger in next week.  I was fine with this, as I just wanted my Jeep back.  

-  28 Jun, (three weeks later, as I have heard nothing), I call and speak to Jennifer & Curtis asking what is going on with my Jeep.  I also ask for the diagnostic report that I have been asking for since I dropped it off.  They both tell me they do not know why my Jeep hasn’t started to be worked on as the parts have been sitting there for two weeks, & that I need to talk to Doug.  

-  28 Jun-8 Jul, I call & text Doug at work & on his cell, left messages with his employees numerous times.  I was on hold waiting for him to pick up the phone for 17 minutes, he was using the bathroom, then on the phone, at which point I hung up.  Jennifer even stated, she wasn’t sure why he won’t talk to me.  

-  2 Jul, receive a message stating that they will start working on my Jeep on 12 July. 

- 8 Jul, Doug & I finally had a conversation, not a good one, he does not listen at all and will talk over you.  He was bewildered as to why I wanted to speak to him.  He insisted that they are “still within their 15 week lead time”, which at no point was I ever told 15 weeks.  Regardless, this is at 14 weeks since I received the invoice, & 16 weeks since I dropped my Jeep off.  He informs me that my Jeep “has been on the schedule for weeks”., even though none of his employees could tell me what was going on with my vehicle. 

-  22 Jul, I am notified that my Jeep is ready.  I drive 3.5 hours, pay the remaining balance of $6,811.39.  I am then told by Shane that my AC does not work bc they cannot charge it.  They specialize in off-road vehicles, mainly Jeeps, do engine swaps, install superchargers, etc., I am not sure how they do not have the means to recharge the air conditioner on a 2015 JK.  Or even bother to tell the customer that it isn’t working & needs to be taken to the dealer to be re-charged, in the middle of summer mind you…...……I leave, make it 12 miles down the road & my check engine light comes on.  Code P0325 NoK sensor.  I call/text Doug & the shop, of course no answer.  I drop my Jeep off & put the key in the lockbox.  

- 22-28 Jul, I hear nothing from Outlaw until 28 July, after I sent a message the 27th stating my frustration.  

-  28 Jul,  Doug responds informing me that they are working on “previously scheduled jobs” & will get to my Jeep that afternoon, along with many excuses/justifications I do not care to hear.  Later that day he sends me an update stating the issue was due to the amount of 87 Octane left in the fuel tank & the solution would be to fill the tank with premium fuel & add an octane booster.  Install instructions & Hamburgers website clearly state to not use octane boosters as they will damage the supercharger, but this is the solution Doug is telling me.  

-  30 Jul, I get an update from Shane stating the old fuel needed to be completely gone prior to filling with 93 octane or it will cause a knock.  He quoted Dave from Hamburger Superchargers that it should have been completely emptied, & justified the failure to do so, by saying that nowhere in the install instructions was this stated.  Another issue was the engine was overheating bc they put a supercharger intercooler over a radiator that was covered in mud.  Not sure why, & I am not a mechanic, but common sense would tell me, maybe I should clean this first.  Also, I don’t know how you install an engine, transmission, and all components in an engine bay & parts that are covered in mud.  This is the pride in their work & quality that Outlaw provides.          

-  4 Aug, I am sent an invoice for additional work to clean the radiator.  I responded that my AC needs to be charged, as this is something that should have been taken care of the first time.  

-  6 Aug they drop it off at the Jeep dealership. 

-  10-12 Aug, I call asking for an update as I have heard nothing.  Curtis responds with ”they haven’t called”, so I asked do you think you could call them?  After, I call the Jeep dealership myself, (of course my Jeep is ready), I call back & Jennifer informs me that Doug needs to call the dealer & is in Charlotte.  I asked her to call him to tell him to call the dealership.  

-  16 Aug, Jennifer called to let me know the check engine light is back on.  I get a response to what the issue was two days later from Doug stating the NoK sensor is too sensitive.  

-  20 Aug, I am sent an invoice for an additional $912.40 for removal of the gas tank to diagnose the NoK sensor & remove the radiator to clean it.  (I was also, charged for coolant which there was none of when I finally did get my Jeep home).  I asked for my Jeep to have the keys locked inside & I would pick up Saturday the 21st.  

-  21 Aug, I drive (for the 2ND time), 3.5 hours & my Jeep is locked in the shop.  It has sat outside for almost five months, but is now locked up.  I call/message.  Doug responds with the usual justifications.  Even has the audacity to tell me “most of the delays have been caused by me!”  I texted him that I was not paying a penny until I test-drive my Jeep.  After all, they had been paid in full $20,472.49 for the past 32 days & I had no vehicle.  Doug didn’t seem to have an issue with that. 

-  23 Aug, (the 3rd trip to pick up my Jeep), I speak to Doug and tell him my issues with the “additional work” invoice.  I asked him how the delays were caused by me, which he responds bc I wanted the Ripp supercharger!  The supercharger I fully believe was never ordered, & we’d still be waiting for had I not asked Curtis to call.  I asked him to show me the invoice/order form, which he refused.  I told him again, I am not paying a penny until I test drive my Jeep.  He refused to let me drive my vehicle & I had to have Shane come on the test drive with me, to drive my own Jeep!  I reluctantly paid the invoice just so I could leave. 

-  31 Mar – 23 Aug, Total time my Jeep was with Outlaw Off-road.  4.8 months,  

145 days to be exact.

 -  22 Jul-23 Aug, time spent to diagnose a NoK sensor and overheating.

    -  I am not sure why I was charged to diagnose a NoK sensor.  A NoK sensor that is apart of the new engine that I paid for.  

-  Also, not sure why I am charged four hours of labor to remove the radiator after installing the intercooler over.  Yes, it took that long bc it had to be taken apart.  If it had been cleaned/flushed prior to, this wouldn’t have been an issue.  All of this was to diagnose the NoK sensor and overheating which could have very simply been avoided.  

-  Outlaw clearly has no clue from the amount of “solutions” I was given after going to pick up my Jeep the first time, after being told the overheating was due to the aftermarket grill, bumper, winch, lights, to putting octane booster in the fuel tank, to it being an issue with the engine and supercharger, and a tuning issue, etc.  

- I never did get a diagnostic report, bc one was never done.  Not sure how you just replace an engine & transmission & you do not know the issue with it.  

- I paid a total of $21,384.89 to not have a vehicle for 145 days & receive the worst service (if you want to call it that), ever.  I am honestly not sure how this place is a business & I most certainly would not recommend them to anyone.  

-  The one good thing I have to say is that Jennifer was the only helpful person there, but she has since pursued employment elsewhere.