B.W. Incorporated (Backer Wencel Inc)

I am rejecting this response because: it maybe that part but the thing is that I have made several attempts to call the place and left messages with my number for them to call me and the very rude lady upfront says I'll get it to them but never have gotten a phone call back how are we to do service with someone who will not talk to you? We have had it over a year and never gotten to actually ride the thing

I am rejecting this response because:
I was out of town and didnt receive phone messages but I received email May 4th from UPS stating they had delivery for meI emailed back that day and asked what it was. Since I said that I wanted refund I was not thinking this was what it was. When Tracy said it was benches for a pool table I was quite surprised. I asked her if the table top was there and she told me that the paper work indicated that it was just benches. I told her that it was supposed to be a table top and a bench and asked her if she could find out if the table top was there. On Monday, May 8th she said she called Mr*** and left messages for him since that day and he was not returning any of her messages so she couldn't tell me whether it was there or not. I told her if it was the table and bench I'd schedule delivery date but with the trouble Ive had I didnt want to accept part of order. The table top is the most important part of replacement. I stated I wanted a refund and it returned & Mr*** is talking about manufacturer that I know nothing about. I didn't order or pay manufacturer, I ordered and paid a family business. That business should be handling all of the issues & what has to be done to take care of it and back their business not me. This should have been done last July! I let Tracy, UPS know and I will state here if she has table top and bench in warehouse and can deliver both to me I will accept them if they are going to be there in the next days. I dont intend to miss another holiday without the pool/ping pong table that was going to be there last July. I would love for this issue to be resolved. If this cant happen I want a refund and table to be picked up. How Mr*** makes that happen should not be left to me. Ive complied with everything he asked me to do and his company has let me down. They need to take care of it

Customer has been emailing and requesting partsWe have been working with the customer to provide those requested partsThe requested parts were delivered on 6/28/See attached PDF with proof of delivery via Fedex

The $deals with residential charge and fuel surcharge fee that the trucking company does not refundHowever as a gesture of good will we have refunded the $on 02/17/

As stated on the FamilyGokarts website under Customer Responsibilities: Please understand that laws in every state are differentMake sure you research and understand the laws in your area regarding your purchaseIn addition, FamilyGoKarts supplies safety information that we strongly urge you to read before making your purchaseCheck with your state and local laws to determine what is required to use your purchase on public or private landFamilyGoKarts is not responsible for ensuring your purchase is legal to use within your jurisdictionFamilyGokarts and Taotao, has went above and beyond to help the customer with these responsibilitiesBoth parties have researched the issue to assist the customer in resolving the issueTaotao has informed FamilyGokarts, that they have clients which register 49cc scooters in Hawaii as a motorcycle, with no issuesNo changes to the plates have been made, and they have been able to register multiple Taotao scooters as motorcyclesTaotao has also informed us that per their research, this unit cannot be registered as a moped per Hawaii guidelines as it is not electric, which the customer should have discovered upon their research prior to purchaseThis customer should not have issue’s registering this scooter as a motorcycle, but it is the customer’s responsibility to solve this issue, as stated on the websiteAs stated in the last response, the customer can return the scooter, however they are responsible for all return shipping charges, as well as restocking chargesOnce the return is received, a refund will be given, minus original shipping charges

We have been working very closely with Mr & Mrs. [redacted].  Jeff has been texting with them and then all of a sudden they stopped answering back. The last text sent to them on 1/29/18 at 3:37pm has gone unanswered.     Here is the txt.     "I am not understanding...

your text.  With the key in the on position, does the scooter's taillight come on without applying any of the scooter brake handles?  (I do not know what you mean by a switch). You are welcome to contact Revdex.com or whoever.  All those agencies do is share us each other's information.  We're already doing that.  Just like you I want to  get this solved, this is why we're asking these questions.  Thank you"   So we are still waiting for this feedback...

I am rejecting this response because:Jeff [redacted] is lying. Here is the email I sent him regarding the Manufacture label: Aloha Jeff,So I went to get my bike registered as a moped and the guy that looked at it says it has 2.5 horsepower and he said the metal plate is incomplete. He says you guys need to make me a new one that has the weight in kgs. AND Lbs. I took a photo of it to show you what I mean. He says without the lbs too it is considered incomplete and I can't get plates for it.Also that because it is 2.5 horsepower I may not be able to register as a moped.Can you please make me a new metal plate and mail to to me. And can you give me some kind of paper I can print to prove to the inspector that it is only 1.8 Never asked for false info on manufacture label, simply asked for LBS conversion to be added.Second fact that Jeff [redacted] is lying about: I spoke to Jeff on the phone and asked him."Does it come with plates? Do you guys do that?" He said "You would need to go and get it registered there at your local DMV"  But, that is besides the point. His website is falsifying information on what they are selling to people. The TaoTAo Racer 50 is NOT 1.8 Horsepower. It is reported to the National Highway Traffic and Safety Association(NHTSA) as 2.547941. The unit I ordered was supposed to be 1.8 horsepower. I did NOT receive that. Therefore, I want to a full refund plus shipping costs and I WILL NOT pay for the restocking costs.THIRD FACT THAT JEFF [redacted] IS LYING ABOUT: This unit CANNOT be registered as a motorcycle here. I told him that via email. It has an incomplete manufacture label, therefore it CANNOT BE REGISTERED at all here in the state of HAWAII. So all of this DOES NOT MATTER. He still told me that it can be registered when this unit CLEARLY CANNOT be registered.

We have had our tech person and mechanic working with customer troubleshooting to try to figure out the problem.  We have sent customer instructions on how to package ATV for shipment back to our facility, but he wants to continue working with us to find a solution.  If we cannot help...

customer find a resolution, then we will recommend he send it back to us per the instructions previously sent and we would then issue a refund after inspection.  We want to help Mr. [redacted] and will continue to work with him until we have exhausted all reasonable possibilities.

We are sorry that this issue has taken this long to get resolved.  We received pictures of the damaged merchandise from customer 07/07/2016. We sent replacement parts request to the manfacturer on 07/31/16 with the assumption that this would then be taken care of.  January 12, 2017 we...

received notice from customer (6 months later) that she still had not received the replacement parts.  January 16, 2017 we again sent request to manufacturer to send the necessary parts.  Now 3 months later, April 6, 2017 customer contacts us that still hasn't received anything.  We have now sent a 3rd request for parts replacement and have been persistent until we have received a tracking on the shipment of replacement parts to correct the damaged table.  This has shipped on UPS Freight PRO# 686740202 and will be at the UPS terminal which services Ms. [redacted]'s area on Tuesday 5/02/2017.   They will contact her for a delivery appointment so that someone can be at the location for delivery.   Sending replacement parts is the most cost effective resolution to correcting the damage incurred upon receipt.

Initial Business Response /* (1000, 8, 2016/02/08) */
A new engine, battery and rectifier were shipped at no cost to customer under warranty via UPS Ground [redacted] on 2/1/2016 and was delivered 2/3/2016 to customer door.
Initial Consumer Rebuttal /* (2000, 10, 2016/02/18) */

We have been working with customer asking her to provide a better photo showing what she is needing because we can’t tell by the photo that she had provided.  We have asked for her to please point to what she is needing. Also, Sara has asked customer  to  let us know what she...

has received and what she hasn't received for parts.   Her email is pretty confusing.   So we are waiting for more details from customer so that we can assist her.[redacted]copied and pasted from email.

We sincerely sympathize with Ms. [redacted] for the mishap with her pool.  However manufacturer warranty is for manufacture defect only and is prorated based on the length of ownership.  It does not cover perils of nature, ie wind, storms, tornadoes, hurricanes, floods, etc.   No...

manufacture warranty covers these types of issues.  We have attached a copy of the manufacturers warranty for review.  Ms. [redacted] purchased her pool using a FINANCE program thru a company we work with called "Time Payment".  Her invoice total is in the amount of $1709.68, this is the amount we received from Time Payment as payment in full for the order.  The difference up to $3000 plus would be the total paid in increment payments, with interest, to Time Payment for the total order purchase.  Using a Finance company to make a purchase will always cost more in the long run.  Since Ms. [redacted] clearly indicated that strong winds caused the pool to collapse, this is caused by nature and not manufacture defect and therefore the manufacturer will not honor any claim.    We recommend Ms. [redacted] contact her homeowner's insurance company for compensation for the loss incurred as this type of loss should be covered on such a policy.

Mike is currently working with her son -in -law (I believe) [redacted], and sent them a carburetor tracking number on Friday, April 6th.

We have been in communication with customer and have sent her instructions on how to prepare ATV for return shipment to our facility.   Once this is completed, we will have our trucking company transport the ATV at no expense to customer.  Once ATV has been returned and inspected to...

validate customer complaint, we will issue a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best it will be from this Vendor. I believe that they could have resolve this problem  months ago . I am excepting this and will never do business with them again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I accept the $500 and will keep the item that has been sent to me.  Thank you. [redacted]

We have been in contact with our vendor again and they are shipping out the housing to replace the customer's broken one that covers the rack and pinion via USPS [redacted].  They are currently out of seats, but will ship one to customer when they receive their next shipment in.  We do not have an ETA at this time.

We were in communication with Ms. [redacted] on Thursday 6/29/17 and came to an agreement that Ms. [redacted] would crate up the gokart for return back to our facility.  We would provide the necessary documents for return shipment with our shipper at no cost to customer.  Then once we received the...

gokart back for inspection, we would issue a refund.

Initial Business Response /* (1000, 5, 2015/11/13) */
Customer placed an on-line order on FRIDAY Oct. 30 using Instant Check as the method of payment. We have a very limited staff on weekends for taking calls. We usually present checks for deposit the next business day, but did not deposit Mr....

[redacted]'s check until Tuesday, Nov. 3rd. The fact that Mr. [redacted]'s account was overdrawn is not by fault of B.W. Incorporated. He should not have chosen Instant Check for payment method if the funds were not available in the account. Mr. [redacted] cancelled his order by phone on 11/4, after check was presented for deposit and therefore could not be stopped. Refund check #[redacted] in the amount of $676.93 (amount of initial check deposited) was mailed out via USPS on 11/10/2015
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I had the money in my account until after I submitted an email to customer service asking for a cancellation of order. The day after I sent the cancellation, the check was deposited. Mr. Backer just has trouble understanding the facts and admitting a mistake. They were not cashing the check earlier because they wanted a phone verification on the order which I was not able to get to them. They need to stick to that policy or quit using it haphazardly. Everyone I have told this to say that this is bad business.
Final Consumer Response /* (3000, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still refuse to accept for their cashing my check after I cancelled the order. I proved this was cancelled a day before they cashed the check. My email for cancellation on Nov. 3rd is proof that I cancelled the order a day before they cashed my check. They just don't get it!
Final Business Response /* (4000, 14, 2015/11/21) */
Mr. [redacted] placed an on-line order October 30, 2015 using "Instant Check" as the method of payment. In good faith, we deposited the check in our bank 11/3/15. AFTER the check was already at the bank, we receive email cancellation from Mr. [redacted] also on 11/3/15. Since the check was already at the bank for deposit and in the bank's system, we could not stop it. We therefore issued refund check #[redacted] for same amount $676.93 which Mr. [redacted] has cashed and it cleared from our account on 11/17/2015.

The part Ms. [redacted] ordered shipped via FEDEX [redacted] and was delivered 05/17/2017 at 9:09 AM.