Purced ATV on 6/14/7 $684.55 incl'd 12 mo Serv Plan for $99.00. Shipping Policy states: Once it (ATV) reaches the terminal in your state, the freight company will call you to schedule an appointment window, so you must be present to sign for it. We didnt receive a call when the shipment was being delivered 6/29/7. We weren't available to inspect the package a 3rd party had to sign for the ATV. We inspected on 7/2/7 front bumper was cracked. Called Rightway on 7/2/7 & informed them that item was damaged & requested a replacement part & owners manual.
At least 10 calls took place over next 2 wks for status on the replacement. Spoke with owner Tony, Jeff, Brad & Justin & each person gave me a different response in regards to the status. Tony stated that the item was shipped via UPS & that he could not provide me with a tracking #. Call UPS & was told that every item that they deliver has a tracking # & instructed back to shipper - Tony refused to provide shipment #. I told him that I was going to file a complaint & he said go ahead that he would file a complaint against me.
Tony call my husband back & said that if we were going to complain then to send the ATV back at OUR cost & that he would refund us the money that we paid for the ATV & warranty.
Replacement part received on 7/12/7 & the item was for a different model. Call again on 7/17/7 & spoke with Vince, explained that we were going to file a complaint, Vince stated that he had the part & owners manual & that he would be sending it out & we would have it by Monday 7/23/7.7/23/7- We havent rec'd part. Call on 7/25/7 & spoke Justin, who told me that I would have to talk to Vince & that he cannot authorize a refund of any money. Justin would not look up the order to find out if it went out or not. Justin did say that there are tracking #'s on every item that goes out, contrary to what we were told by Tony the owner. I called spoke with Vince & he stated that the item has not gone out and that it would go out today. I asked for a call back from Tony. No call back.
I filed a complaint with the Dallas BBB - which resolved nothing, because owner denied what I complained about. Correct part has never been received nor have we received the money back for the warranty that we requested.
Response from owner:
we sent the correct replacement part already we asked the customer to send back the original damaged part so we could ensure a correct match... She refused even though that is the procedure as written on the website. As far as calling her back... No one wants to because of the foul language she uses on the phone... I hope she gets the part soon so she will never have to call us again... Jay
My response to his response:
We were never asked to send back the replacement part as stated. If the correct replacement part was just received, then a shipment label at their expense needs to be sent to me as I will not pay for this out of pocket. I have never cussed at any of these individuals, but my frustration level was very high each time I called as I was constantly lied to by everyone including the owner Jay. I was told by Justin that there are tracking numbers for each shipment that goes out and that he was not sure why Jay would not give it to me. Perhaps because he knew that they had not sent the part to me as he stated.
I did not get a call back from anyone at the facility, but did receive the product on 07/26/07, overnighted on 07/25 back from my original request date of 07/02. This is not the only issue. I also talked to Vince (7/17/07) and explanied that the throttle on the unit does not work. That we cannot adjust the speed. Vince advised how he thought we could fix it, but stated that Jay would call us back because that is a mechanical issue. Jay did not respond to this issue either. We still have not received the owners manual that was requested on 07/02.
8/1/7-Correct replacement part received is still incorrect!!! We have also spent countless minutes on our cell phones making these calls and have gone over our normal contracted monthly minutes. We have changes over $40 for minutes that we went over, because we used our in contract daytime minutes to call these people.
No response, BBB closed issue and said that I should have checked this company out on their website before doing business with them. I explained that I DID and then he said that there were complaints out there, that they just weren't posted when I did the search.
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