B.W. Incorporated (Backer Wencel)

Customer used the sauna and then still wanted to return it They did not keep the original packaging and therefore had to improvise which took longer before sauna was returned back to supplier It has now been returned, and we have issued customer a refund for the return of the "used" sauna

We have attempted to contact the customer with a resolution for the past daysWe have called, left messages, and texted the customer with no feedbackWe would like to offer the customer a $refund, along with keeping the items receivedThe customer will keep the items and avoid the hassle of packaging, along with making an appointment with the shipping company and waiting for their pickup

Initial Business Response / [redacted] (1000, 10, 2016/01/08) */ Replacement parts to replace damage received during shipping were send via FEDEX Tracking# [redacted] and were delivered 12/16/at 11:am Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Merchandise was replaced

We place the set up instructions online for everyone to look at under the Support TabThese instructions are very detailedPlus also, When Ms [redacted] placed the order, we shared with her that you have to put on the tires, put on the top bars, bolt on the steering wheel, charge and hook up the battery and drain the shipping oil and put in fresh oilYes we respond by email so everything is documented for the ease of the customerWe use Zendesk as our support system so all customer communication is storedWe do our best to get back to all customers timelyHowever after Christmas and in the month of January we run behind because the high volume of requests from Christmas salesSo yes, we have been in touch with the customer, but there have been times it was several days before we were able to answer her email due to high volume at the timeWe received the gokart back and refunded the customerWe did not charge the customer the $restocking charge as a gesture of good willThe bolt on clutch came loose and fell offThat was the only problem with the gokart aside that it was returned dirty and smelled like manureIt took a while to get the gokart cleanedWe put on the clutch and tightened down the bolt and the gokart works very well

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

I am rejecting this response because:The dealer is stating that the manufacturer says the break is due to someone sitting on the rack which is not true.also not only the rack broke off but the frame underneath the engine is broke.I just want my money back this whole transaction has been a nightmare

The issues customer is having are most likely due to the carburetor needing some adjustments We would like the customer to remove the carburetor and send it to us for inspection and adjustments We will do this at no charge, even though unit is over a year old and is no longer under warranty (customer only pays for shipping carburetor one way)Send to: B.WIncorporatedAttn: Jeff ( [redacted] ) [redacted] ***Browns Valley, MN

We were in communication with Ms [redacted] on Thursday 6/29/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

Requested parts were shipped via FedEx Tracking# [redacted] and were delivered Friday 3/25/at 1:pm

Customer contacted us for a warranty claim We forwarded all photos and information on to the manufacturer as we clearly stated to the customer we would Manufacturer stated they would warranty the pool even though the customer did not use the correct chemicals to maintain the pool, as was evident in the photos customer supplied The pool is not brand new so there is a small prorated deduction The vendor did email the customer directly on 9/27/with their warranty decision Customer has all contract information by email as she was contacted directly by the vendor The vendor also has a location in Illinois The pool is made in Japan Again the manufacturer is honoring the warranty, even though the customer did not maintain the pool correctly

new replacement benches were shipped via UPS Freight tracking/Pro # and have been at the UPS destination terminal since 05/01/ UPS has attempted to contact Ms [redacted] on 5/1, 5/2, 5/3, 5/to make a delivery appointment Ms [redacted] is not responding and now UPS has contacted us for help We also have a new replacement table top that sets in to the existing frame, but we cannot ship until Ms [redacted] is at the delivery address so we can coordinate accordingly and don't run in to a delivery issue like we currently do with the benches Ms [redacted] indicated she wants us to pick up the existing table, etc and does not want replacement parts to make her table wholeOur supplier only accepts returns in their original shipping carton Since this would need to be returned on UPS Freight, it also needs to be strapped to a pallet Since the merchandise cannot be returned as is, Ms [redacted] would need to be at the location the table currently is located, package it in original shipping packaging, strap it to a pallet, and once ready as per specifications for return freight, schedule a pickup with UPS freight with documentation we can supply for return with our trucking company Packaging merchandise for return would be very burdensome for Ms***, and that is why we were persistent with our supplier to make sure they sent the benches that they failed to send on the previous two occasions we requested We are ready to also ship a new table top insert, but would need to wait to coordinate a time when Ms [redacted] is at the delivery location so that we don't run in to a situation like we currently do with the table benches that are sitting at the UPS Freight delivery terminal, but Ms [redacted] is not returning their calls for a delivery appointment

Initial Business Response / [redacted] (1000, 9, 2016/01/08) */ We contacted our Vendor to inquire about wheels customer is requestingThe wheels customer received on his scooter are the only ones available, there are no other wheels available We contacted the customer on 12/22/and shared with him this information Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/01/18) */ Final Consumer Response / [redacted] (4200, 30, 2016/02/17) */ I received the BOL and return instructions, but it does not say who will be paying for the shipping and all costsHow will this be paid for, and by whom? And just to make sure I understand correctly, there will be no re-stocking fees ***taken via phone Final Business Response / [redacted] (4000, 32, 2016/02/17) */ This is prepaid on our business accountCustomer does not payThe BOL is the necessary paperwork required for trucking company to pick the merchandise up

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

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Customer placed an on-line order on FRIDAY Octusing Instant Check as the method of paymentWe have a very limited staff on weekends for taking callsWe usually present checks for deposit the next business day, but did not deposit Mr [redacted] 's check until Tuesday, Nov3rdThe fact that Mr [redacted] 's account was overdrawn is not by fault of B.WIncorporatedHe should not have chosen Instant Check for payment method if the funds were not available in the accountMr [redacted] cancelled his order by phone on 11/4, after check was presented for deposit and therefore could not be stoppedRefund check # [redacted] in the amount of $(amount of initial check deposited) was mailed out via USPS on 11/10/ Initial Consumer Rebuttal / [redacted] (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 orderThe day after I sent the cancellation, the check was depositedMrBacker just has trouble understanding the facts and admitting a mistakeThey were not cashing the check earlier because they wanted a phone verification on the order which I was not able to get to themThey need to stick to that policy or quit using it haphazardlyEveryone I have told this to say that this is bad business Final Consumer Response / [redacted] (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 orderI proved this was cancelled a day before they cashed the checkMy email for cancellation on Nov3rd is proof that I cancelled the order a day before they cashed my checkThey just don't get it! Final Business Response / [redacted] (4000, 14, 2015/11/21) */ Mr [redacted] placed an on-line order October 30, using "Instant Check" as the method of paymentIn good faith, we deposited the check in our bank 11/3/AFTER the check was already at the bank, we receive email cancellation from Mr [redacted] also on 11/3/Since the check was already at the bank for deposit and in the bank's system, we could not stop itWe therefore issued refund check # [redacted] for same amount $which Mr [redacted] has cashed and it cleared from our account on 11/17/

Customer has broken the rear rack from the frame of gokart purchased from Familygokarts and is wanting it replaced under warranty All warranty issues are handled by the manufacturer, TaoTao We have been in communication with TaoTao on behalf of customer to assist in remedying the complaint We have forwarded pictures from customer to the manufacturer of the break Manufacturer responded back to us that "it is clear that customer had either someone sitting on the rear rack or had a very heavy object on there for it to break off so cleanly It is also engraved in the metal of the rear rack MAX 5KG, which is approximately pounds" Excessive weight caused the break, not manufacturer defect and therefore TaoTao is declining to warranty the break They have indicated that they do have one frame that would be a suitable replacement that they can provide at cost for $80, however due to the size it cannot be shipped on UPS Ground and has to go by freight which is costly at approximately $ The most economical resolution would be for the consumer to get the rack welded back on Since TaoTao is the provider of the warranty which is the customer's issue, this complaint should be directed towards the manufacturer TaoTao, not B.WIncorporated

I am rejecting this response because: Although the business did respond after weeks, they wanted to have the equipment ready by July 19th, I sent them this response on July 5th "I will try to build a pallet since I got rid of the ones they came with, they weren't in good condition anyway, I will let you know if I can get them ready for the 19th, what happens after you receive them? When will I get the replacements? And can you confirm what units you plan to send as replacements" Its July 14th and I still have no heard from them, this is the usual issue, the communication is horrible, they don't call, hardly e-mail and its like I have to chase them, what happens when I do pack them, how long will they be sitting on my driveway? In the meantime I'm still paying for them

I am rejecting this response because: In contrast to Mr [redacted] s’ claim that the “original” invoice he provided in his response is, in fact, not the “original” invoice but is an invoice he submitted when my credit card account was charged the $9, The “original” invoice was actually one printed off their website which shows an amount of $(see attached) I even pointed out to Mr [redacted] that the amount charged for the “True Bead liner upgrade - Liberty (Gauge)” was $more than was listed on the other/second invoice (compare the price differences) Mr [redacted] claimed that that was a computer error and he would fix the amount which, of course, HE NEVER DID!Mr [redacted] initially informed my that the pool was in stock which is why I placed the order As I mentioned previously, he assured me that it would receive the pool within weeks and when I repeatedly checked on the status, I was constantly reassured that it would ship “any day” After 2-1/weeks, Mr [redacted] , out of the goodness of his heart, stated that he preferred that I receive a model of the same pool but that it would have to be shipped from the manufacturer instead of the warehouse and that too would ship any day After several more follow-ups Mr [redacted] finally indicated that the model wasn’t even made but that it would only take a couple of days before the pool shipped Again, more phone calls to Mr [redacted] who told me the pool finally shipped When I subsequently called to track the shipment I was informed that the pool had NOT shipped but instead was still being made After weeks of getting the run around as well as an assurance from Mr [redacted] that he refunded my ENTIRE charged amount, I finally cancelled my order AT NO TIME, did Mr [redacted] indicate that the pool would ship on April 14th Common sense would tell anyone that if I waited weeks to have it shipped, I certainly would have waited one more day.Mr [redacted] had some woman named “Siv” call me regarding my order Contrary to Mr [redacted] s’ claim of “weeks,” I spoke to this individual who ultimately (times over days) informed me that she did not work directly for the manufacturer but was more of a pool broker who works for several companies She also stated that the pool manufacturer would not return either her phone calls or emails that she sent them I have absolutely no idea who this person is or wether or not she had any actual dealings with my order.Mr [redacted] s’ additional claim that he must charge a 5% cancellation fee (because that is what they are charged by the credit card processor) is also bogus as that amount is already calculated into the price of his products as evident by the fact that his company is willing to give any order 4% off if you pay with “Instant Check” (because once they have your money its impossible to get it back) Additionally, since my order was never shipped, why was my account charged at all? Standard business practices are to charge the customer ONCE their order ships! Therefore there was no reason to charge my account in the first place THE ORDER NEVER SHIPPED!Mr [redacted] still has failed to address the following: (1) Why my account was charged before the order was shipped; (2) Why was I told the pool was in stock when it obviously wasn’t; (3) Why was I told I would receive the pool within weeks when you never even had the pool; (4) Why was I told the manufacturer had the pool and it would ship directly from them when it wasn’t even made; (5) Why was I told the pool shipped on 4/1/when it hadn’t; (6) Why was I told I would get a FULL refund when there was never any intention to do so; (7) Why was I charged a “cancellation fee” when Mr [redacted] has never provided any written proof (at least to me - the customer) that an order was ever made/placed; (8) How do you charge someone a cancellation fee when YOU can’t fill their order; and (9) Why didn’t you cancel my order when you could not fill it in a timely manner?Mr [redacted] has never provided me with any written notification of possible fees PRIOR to charging my account or PRIOR to my authorization To do so AFTER the fact clearly amounts to fraud and theft, and just proves that this entire transaction was nothing more than a scam! You are just trying to make money without providing any service and you’re livid by the fact that someone has called you out on it Is this really how you do business?Provide any written and signed documentation whereby I agreed to those conditions and charges