andywrote a review of Kuat NV 2.0 Bike Hitch Rack on June 27, 2018
Familiarity: I've put it through the wringer
I have owned this rack for two years. Daily use. First it is not compatible with a Tacoma. The tailgate will always hit the rack and damage your tailgate. Thatâs not the issue.
My rack was poorly assembled at the factory resulting in an issue where I cannot retract the integrated lock with ease. In fact it became such a struggle that I had to stop using that side of the rack if I was planning on locking the bike. Finally my wife persuaded me to call Kuat and see what the deal was. I was upset that I would have any issue with a rack that cost this much.
Customer service mailed me a replacement plastic inner piece in a box without any directions. It required a complete disassemble of the bike rack. Roughly 45 mins. Once I got the rack disassembled I realized my issue. Who ever at the factory built my rack put the locking mechanism in upside down! No wonder the issue I thought.
So I reassemble the rack another 45 mins and now the lock is completely stuck and will not come out at all. I had to call customer service back. The lady on the phone was trying to be helpful and she was nice, but she was telling me that I needed to completely take apart the rack again and start from scratch. I said no way and asked for a new replacement for the actual rear wheel holder. She said no. She tried to find a bike shop that would work on it but no one would except one place about 30 minutes away.
So I disassembled my rack again and found the issue. It was an obscure issue with the placement of the inner plastic piece they sent me. So I fixed it finally. 2 days later and a lot of terrible frustration. So in the end I emailed photos of the various issues and guess what her response was?
âOh you didnât need to take apart the rack, all you had to do was remove two screws and be done with it. We are sorry we forgot to send directions.â Imagine my disgust.
Do not buy this product. It may look nice and Work generally well but terrible customer service and awful assembly.
The photo is of the cheap piece of plastic that is on the inside of the Kuat 2.0 NV. This is the entire security of your integrated lock. It is housed inside this plastic. Notice the lack of directions inside the box.