1Up has very bad customer service matched only by their poor product design. After just two years of using their 'Super Duty' bike rack, I experiencing a catastrophic failure while on the road. From day-1 I've been trying to reduce the excessive movement in my bike while driving even the smoothest roads. 1UP's use of a 'security bolt' as an anti-rattle device is a joke. If I don't stop the car to re-tighten this poorly designed contraption numerous times in a given day's drive, I face the very real prospect of having the entire bike rack fall out of the car's receiver hitch. I've now resigned myself to using ratchet straps to lash my bike to my spare tire for stability when I use the 1Up bike rack for fear of loosing my bike along with the $1,000+ 1Up bike rack. I now see their product for what it is ...overpriced junk marketed by an organization whose customer service can only be generously described as combative. Despite my willingness to purchase duplicate components and do my own custom fabrication to make 1Up's factory accessories work on their rack, I've been consistently greeted with outright distain during each of the three times I attempted to get some help. On the most recent occasion, I simply wanted to confirm that I was in possession of the correct hardware packet to install an accessory that I had to purchase a 2nd time (free shipping was their only concession). My call was necessary because the installation instructions in the box they sent me made no mention of the accessory 1Up had sent me in the very same box! Instead of agreeing to hear me describe the hardware packet I'd been sent, this 'representative' immediately became confrontational while attempting to deflect away from the issue at hand: 1) "I'll send you the hardware packet for your accessory". Translation, after 2 years of not being able to use this accessory that I'd now purchased twice, I was being told to wait for yet another week or longer when it was very likely I already had more than enough hardware to complete my installation. I just needed someone at 1Up to explain which of the many hardware packets I was to use given the lack of instructions. 2) Although unrelated to the reason for my call, the 1Up rep then tried to blame me because, apparently, he'd remembered a conversation from a month earlier when (trying to be agreeable) I'd offered to do some of my own fabrication on the first of my two purchases in order to make their product work. 3) Despite all logic, this guy continued to lean into his resistance to my request to simply confirm whether or not I had the right hardware packet so I might proceed with the installation. Doubling down the 1Up representative says; "well, you could send us pictures of your hardware packet but right now it's 3 o'clock and we're getting ready to go home. Besides, it's going to take us at least several days to get back to you anyway." ...WTF! On reflection, I now realize that despite my attempts to use 1Up's automated phone greeting directory to get routed around a particularly bad employee, I'd ended up talking to the very same person on all three calls over several months time! This despite having selected 'sales' on my first call months ago, then 'customer service' and finally, 'technical support' on the third and most recent call. Does this guy run out to the CNC machine to also build 1Up's product between abusing customers on the phone?? It appears clear to me that 1Up is a very poorly run organization on its last legs with a poorly designed product. As such, I'd strongly recommend to anyone interested in a quality bikerack backed by a reputable organization that they look elsewhere. read more

1up Usa - 1Up 'Super Duty' bikerack failure. - Sporting Goods Near Me - Dickeyville, Wisconsin

See all

My experience with 1 up bike racks was horrible. The rack was easy to assemble but after that nothing worked. The tilt mechanism did not work at all, it locked into place and it took two of us with a crowbar to get it unstuck so I could get the rack off my car. The release mechanism works great as long as you dont tighten the retention bars, but if you tighten the retention bars tight enough to somewhat minimize the wheel wobble the bars are nearly impossible to release. Out of the 4 of us trying to release them, I was the only one that could apply enough pressure to release the bars. Half the screws were loose on the rack so I had to check every screw to make sure it was tight. The screws holding the retention bars on can not be tightened enough to keep them from coming out and still move the arms. The new trays on the rack are too flat, as opposed to the trays from the original, so the front wheels wobble like crazy. The trays on the Super duty double rack are too close together so the bikes wobble enough that they hit each other. When I called the company to discuss the the failures of the rack, I was told the owner/manager does not talk to customers, he is in meetings all day. That I was past the return policy and that I was not smart enough to work the back rack but if I sent them a video they would evaluate the bike rack and tell me what I was doing wrong. So I was stuck with a $1500.00 bike rack. Completely unusable! Fortunately I have a friend who can machine things. He had to mill down the bar for the tilt mechanism. Fabricate new levers for the release mechanisms for the retention and drill set screws in to all the screws that hold the retentive arms on so they don't wobble loose while driving. I have to pad the bikes from each other because they bounce around enought that the bikes hit each other, even with extra tie downs holding the front tires and pedals. But at least the rack is now usable. In my opinion, there is no way you should by a rack from this company unless you can do machine work to make it usable. The person I spoke with at the company was rude and blamed me for everything including being too dumb to use their rack correctly. Save yourself the headaches and buy a different rack. I have since spoked with others who have bought racks from 1 Up with similar stories and I am asking them to write reviews as well to save others the grief read more

I have a 2 yr old 1up "Heavy Duty" rack rated at 100lbs per bike. My new 50lb bike is causing it to rock back and forth so bad at 55mph plus I'm afraid bikes going to fall out of the rack. I emailed 1up for some help w my concerns and was emailed back to "sell old rack and buy NEW UPGRADED HD RACK. Guess I should of read all of the other pissed off customer reviews. 1up you guys suck! read more

I am 100% sure NOT to buy anything from this company! What a joke!!! Customer service is horrible! They're probably closing down soon so they don't care about selling their product! read more

Was sent incorrect parts on my order. They refused to expedite the correct parts. The correct part was sent and I questioned the quality of the weld on the premium price part I bought. First told me my picture was too blurry. Every welder I talked to said it was a bad start and finish on the bead. The overall product is not terrible. There is a reason they have such a low score on yelp. Customer service is not a priority for them. read more

Note: this review pertains solely to Customer Service. A review of the product is forthcoming. I bought a 2022 rack and held onto my unboxed unit until I could afford a new car until very recently after waiting for my dream car to be shipped (Rav4 Prime). In the meantime, I had convinced five, perhaps 6 of my bike group and my next-door neighbor to get the same rack. For the most part, everyone is content with their racks. Some had issues with the fitment to their receivers and the rack rotating or rattling around. I do not regret recommending the 1Up but am very very surprised that Customer Service would not send me a little Velcro strap (!!!!) that was not included in my box containing a Quick Rack, add-on unit for two more bikes, and locks. This was not cheap. A little Velcro strap is. I am deeply surprised that 1UP refused to send me a little Velcro strap, considering I spent such a large sum already. Standing on this "principle" may be penny-wise, but is not good customer service. read more

so far good product but poor customer service. Its very black and white with their customer service almost as if they just dont really care. Just expect more from a "USA" based company and pricey products. Do better. read more

We bought two of the 1up Bike Roof racks to transport our 52 pound e-bikes. The racks held the bikes firmly and were easy to use. Also, 1Up customer service was amazing. I had questions about caring our bikes with fenders on the wheels, and they quickly responded with an email and photos of our options. read more

After much research I decided on the SuperDuty 2 bike rack with cargo carrier, wheel chocks, extended release handle, Racattach and LED license plate, over $2,500 worth of bike rack but supposedly well worth it. I was immediately dismayed to find both wheel chocks had knobs unattached to the mechanism and even more dismayed to hear that their remedy was to tell me to "wale on it with an impact driver until it bites". So much for elegant. During installation, I found out the extended release handle not only couldn't be used with the added length of the cargo carrier but also wouldn't work with the LED license plate. Thanks for selling me things that don't work together? After finally getting it installed and fine-tuning fitment for my bikes, my wife and I left for a weekend vacation. Less than 1/2 block out of our driveway, the horrifying sound of metal scaping stopped us in the middle of the road. The rack had collapsed from the "ride" position to the "down" position, dragging our bikes on the ground with the "locking bar" jammed stuck in the down position. We had to remove the bikes & and cargo, then take the Rackattach off the van since we couldn't even access the Super Duty lock to remove it. I wanted to work on it to reload our bikes, but my wife forbids me from ever using it again. Let me know if you want to buy a new rack for 1/2 price, it's all yours! read more

Product arrived with multiple defects. * Powder coat flaking off * UHMW hacked up and looks like it was cut with a hand saw making it difficult to close. * Sloppy weld on the underside gouged the UHMW * Defective lock body Poor quality control, it does not appear anyone looks at these before they go out the door. Poor after sale service, could barely get three words out of tech support. It was clear my issues were a bother to them. This experience has been a train wreck, definitely not the "Less Hassle. More Riding" of their slogan. This could have been quickly resolved with some inexpensive replacement parts and would have resulted in a happy customer. Unfortunately, their tech department is terse, grumpy, and accusatory. My recommendation is to shop elsewhere. read more

I purchased the 1200$ Recon 5 bike rack last year and have lost two bikes so far. The hitch system is not adequate for the weight and has a ton of sway, even with a hitch tightener. I was told the rack is "not rated for OffRoad use" and was gaslighted from customer service. 1UP customer service is garbage and I will never buy another product from them. Save your money and buy literally any other bike rack. read more

Bit surprised by some of the negative feedback. Met a sales rep at a bike race and examined the products. Love this product. No cheap plastic or painted steal that will flake off and rust. I have had a couple different racks from well known manufacturers and this is superior in materials and functionality. Smart efficient design. Looks great ! This rack folds tightly to the back of your vehicle or can be adjusted out. Any bike rack and bike mounted can be compromised/stolen if someone wants to. I use the lock pins for the wheels along with the hitch pin that 1 Up provides and supplement with a cable lock system. Order processing and Shipping was quick. read more

The super duty 1UP rack is great. The lock is absolutely useless, Thieves can break the lock with the tap of a hammer and walk off with your $500 rack in seconds. You need to add a Kryptonite U-lock to the hitch or keep the rack in your bedroom to avoid having it stolen read more

Products appear to be good. What's lacking with this company is training on Good Customer Service. Also, their marketing gimmick is "Made in USA" however, they are not truly patriotic. I recommend buying elsewhere if you desire good customer service. read more

Customer service is very disappointing. I called twice to ask questions about their products and in both cases the man who answered the phone acted like he'd rather watch paint dry than answer my questions. I was concise and did not take extra time. Over the last 30 years we have been exceedingly happy with the customer service and warranty that we've had from Thule and we are now convinced that they are the company to stick with after our negative experience w/ 1up. After trying out our friend's 1up recently we finally decided that the loud grinding and squeaking sounds were intolerable when sand or dirt are in the track/moving parts when you raise/lower the arms. The black paint also scratches incredibly easily...on the first use with studs on a snow bike (according to our friends)... so we would recommend that you keep shopping and find a more positive customer service. read more