Rackology

Very disappointed with the service.On my initial visit I waited 30mins past posted hours for the shop to open and payed >800$ for roof racks that were to be express shipped. Two weeks after their expected arrival date I started calling the shop to check in. No answer, and multiple phone messages were not returned.After a few tries I left a message expressing my frustration in the lack of response, and that I was leaving for the trip I had purchased the roof racks for in a few days. I finally got a call back and booked a time for the roof racks to be installed.I showed up at my appointment 5 mins early and waited 50 minutes until a staff member came to the front counter. While waiting I spoke to another customer that had an appointment scheduled 30mins before mine and had not yet been serviced.When I was finally able to speak to staff I asked for the parts I had paid for and then installed them in my driveway.Were the instructions frustratingly similar to Ikea?YesWas it less frustrating than dealing with the shop?YesI have no previous experience with roof rack installation but was able to instal them by myself in an evening with light only from a headlamp.I was especially disappointed because previous experiences with this company have been good (my old car had roof rack, storage box and bicycle rack all from Rackology) and I loved supporting the local small business. Will look elsewhere for future car accessories.

I show up this morning and wait until 10:20 am. The shop is still not open. Last month I have called about 40 times and the phone was picked up only once and never replied to my messages. If they have so much business, they should hire another agent. The feedback and reliability of customer service is a throwback to the pre-internet era. Sure they know plenty about hitches and racks, witch is awesome, but the rest is terribly lagging. They are lucky to be the only place in Halifax so no real competition.On top of that $260 for the hitch, the front desk agent wasn’t clear about if it included labour. For what I understood they would charge labour only if the installation takes more that 1 hour. Mine took less than than that. I was shocked to pay and additional $92 of labour once I picked the car. So that is roughly $350 without electric wire installation for trailer. U-Haul Dartmouth would have charged me $293 for hitch with installation with electric wire installation. But U-Haul is a big American corporation and I wanted to encourage local business. That was a mistake.Oh forgot to mention, they weren’t ready to work on my car when I showed up. They say they were 30 min late on schedule but they were more than that. It took almost 3 hours of waiting before I got the car.Another thing is when I picked the car up I questioned the guy who installed my hitch to know if there is some sort of maintenance/anti rust that can be applied to protect the car from corrosion since hitches can cause car frames to rust. It was very hard to get and answer as I didn’t want to know how to preserve the hitch, but my car from corrosion (because of the hitch). He wasn’t proactive and didn’t answer my question.

Phoned U-Haul 3 times, never picked up!Phoned Rackology, they picked up. Answered all my questions, determined type of hitch I need & ordered it in. Had the bike rack in stock & put it aside for me. In about a week the hitch came in & we scheduled an install. Install of hitch & rack took less than 2 hours!Highly recommend these guys. Customer service is the best & they know what they are doing.

We needed a carrier for our SUV quickly and after calling/visiting 4 other stores we were pointed to Rackology. Not only were they the only place in HRM to have the racks for our vehicle, they were quick to answer and help. They even helped us with install and made sure we knew how to adjust them to fit the carrier we were purchasing. Customer service was top notch!

These folks completely saved our butts. In the middle of a 3.5 week camping trip, I ripped the cargo carrier off the top of my camper van, rack and all, by trying to go into a parking garage in Halifax (I know, I know). Rackology got me back up and running with a miraculous one day turnaround, so I could get back on the road and our family trip didn’t skip a beat. Thanks so much for going the extra mile and saving our skins!

Super helpful and knowledgable people who run an excellent business. They are responsive and will go the extra mile to find exactly what you want at a competitive price. I highly recommend Rackology!

Grace in the main office was amazing! She knew the rack systems inside and out, specifications and was able to advise on what I needed. I had contacted other shops for a fit kit for my Thule roof rack for my new car, but she was the only one to ask the key question of which version of aerobar I was using. If I had used the other dealers I would have ended up with the wrong kit. Plus they had the Helium platform rack in that was not available anywhere else until the summer.Great customer service, technically astute, highly recommended. Support local!

Great experience at Rackology, staff was really helpful and had very fair pricing! Would definitely recommend going there instead of ordering online directly. They also help with installation

Thanks, James and team, for getting through all the hiccups we experienced while trying to install a bike rack for our family. The Camber 4 was just perfect for us.

James really knows his stock and how to do an install. However front end staff needs more training. We ordered a roof rack system for our kayaks and the base rack was wrong. No biggie, however my partner drove into the city and then waited around at Tim Horton's for an hour before going back to the shop to find this out.The new part was ordered and accidentally was shipped to the wrong location. Again my partner drove into town through rush hour to find out the part wasn't in. How about a phone call people? We were told they had tried to call but the number was wrong, however I'd been in contact via email as well...how about sending an email?In the end I went in for my appointment and watched the install of a bike rack before trusting anyone to do the work on my vehicle. James knows what he is doing. Unfortunately he is overworked doing installs as well as having to answer a myriad of questions from his staff. My install took much longer then expected due to interruptions.This is a great little local place and they sell top quality stuff. To make your shopping experience smoother then mine was here are a few tips:1. Do your own homework - the rack websites provide a lot of info, Yakima and Thule.2. If you have questions send an email to James - he's most likely the one having to answer the questions anyway and be patient he is a busy man.3. Bring your vehicle in so they can have a look first - this would have saved our first mistake.4. Don't book an appointment until your gear is in.5. Leave a number you can be reached at and make staff repeat the number back to you.This could have been a 5 star review if front end staff understood customer service and communication had been better. In the end I got my rack and Lucy Moose is on the loose!