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Old 03-31-2016, 01:09 AM
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ARB - a retailer, not a suspension shop

After nearly 10 months of dealing with ARB both Osborne Park and Welshpool in relation to issues with my ARB OME suspension, it's time to share.

I went to ARB back in June 2015 in the misguided belief that they were the best place for my lift to be installed, however I have since realised that a real suspension shop should've been my only option.

Due to errors made by their installers during some of the no less than 12 inconvenient full-day bookings my car had to be with them for (I work full time and have a 1 car family) they managed to damage other parts in the steering/suspension while making various spring changes.

They now want me to take the car in for a 13th, but not final visit, to have the entire suspension swapped back to stock, just to diagnose a knock that to me appears to be swaybar related, and caused by a front ride height that was initially way too high due to their incorrect spring selection.

SO please be aware that if you happen to be getting ARB to fit your new suspension, hope to hell that it goes well the first visit, because they don't have the technical know-how to diagnose problems with suspension and steering.

Furthermore, they have declined my invitation to take the car to a professional steering/suspension place for diagnosis at their expense.

Some credit though - they tried to be helpful in the first 6 months of the ordeal, and have covered the replacement of some parts affected by their handiwork. They also replaced a strut after they over tightened a mounting bolt, causing it to later fail.
However their reluctance to pay for a 3rd party to investigate a remaining issue that they have been unable to diagnose themselves, is the end of the road for me.

ARB is a retail store. The guy that initially scoped my suspension had all relevant information about the weight and placement of modifications like bash plates etc, yet they got it wrong straight off the bat, then continued to do so for 3 front spring changes and 2 rear spring changes over 6 months to arrive at the advertised ride height.



Cheers, Simon

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Old 03-31-2016, 06:23 PM
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Re: ARB - a retailer, not a suspension shop

One word: ACCC
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Old 03-31-2016, 06:28 PM
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Re: ARB - a retailer, not a suspension shop

Thanks allypally I wasn't sure if it was worth raising a complaint with ACCC, do you think that's warranted?

Also don't know whether I should be seeking a full refund given the quantity of bullshit they've served up.

Open to suggestions as I haven't yet looked into such a complaint.


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Old 03-31-2016, 11:33 PM
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Re: ARB - a retailer, not a suspension shop

If you have had the car in for repairs 13 times, I think you definitely need to escalate the issue. My approach would be as follows.
1. Determine what you want in order to resolve the matter
2. Contact ARB HQ and outline your expectations
3. Lodge a complaint to ACCC

I think it is very reasonable for ARB to consent to your having a independent specialist analyse the problem.
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