Carts Parts N Service

On January 7, 2016, [redacted] from [redacted] , contacted my small business to have golf carts repairedWe set up a vendor packet with their company via email, and we picked up 36V EZGO golf carts for repair on January On January we sent an estimate for each cart via email (invoice & 318) Each golf cart needed extensive work due to neglectOne of the carts had newer looking batteries, but no dates were stamped on the terminals to tell us how old they wereOnce testing these, out of the batteries were bad and were weakIndicating the batteries were not maintained properly, causing them to not last as long as they shouldI forwarded an estimate for each cart, with a detailed description of each repairOn January [redacted] emailed and said she will forward them to her regional manager for approvalOn February [redacted] emailed and said they have decided to just purchase another cart from us, a Club Car Precedent with windshield and head/tail lights includedShe also wanted to purchase a new blue body to be installed on the cartI then sent over invoice for the cart, body, shipping and labor.With the snow delays in shipping, we received the body on Feb 23rd, and I emailed [redacted] to let her know to send payment, that we could deliver once we received receipt of paymentFeb we delivered the cart.March [redacted] emailed me and said they were experiencing issues with the cart, she said it would stall out and not go anymore [redacted] ensured me that all the charging procedures and usage of the cart was being performed correctlyWe scheduled the cart for pick up on March 29.When putting the scanner on the cart, the codes came up for not letting the cart engage in forward or reverse before pushing the gas pedalThis code popped up multiple times, so it was being done repeatedlyAlso codes for low battery voltage were showing, meaning the cart was not fully chargedI explained all of this to [redacted] over the phoneThey decided to add a cargo box to the back of the cart while we had it at our shopWe installed, and delivered the cart back(invoice 345)May I emailed to check the status on the balance remaining for Invoice of $ [redacted] advised me that the cart is having problems and she would have her maintenance crew call me and explain what is going onDavid explained to me the cart would die while he drove it, and sometimes wont move at allI advised him to make sure the batteries are charging correctly and that they are waiting until the charger is completely finished and cuts off on its own, to ensure a full chargeHe advised me that they do everything we say to do and the cart still stops workingI told him I would come pick the cart up again, and I wanted to keep it until it acted up on me like it did to himOnce the cart was back in our shop, again, we went over all of the aspects of the cart that are covered under the warrantyWe called the cart manufacturer and asked their advise since we could never get the cart to mess upAfter driving it around to find a problem for weeks, the cart started to die, which caused the hesitationWe charged the batteries correctly, until the charger cut offAnd once of the batteries were testing badWe then replaced the batteries with brand new ones, and the cart charges fully and no hesitationOn the invoice for the cart, #329, the cart warranty does not cover the batteriesAll warranty items on the cart (the motor, controller, computer) check out fineThere is no way to tell when the battery went bad, so I sympathized with them and only asked for half of the cost of the batteriesAlong with the numerous times we have driven over miles one way to pick up the cart and deliver it for free, because we honor our warranty when it is something coveredThis time is was clearly poor maintenance of the batteries, and we still picked up and delivered for free, and I am only asking for half of the cost of the batteries, $They also have the remaining balance of $from Invoice 345.I have attached all invoices for your reviewI am also going to deliver the cart back to [redacted] within the next weeks, when I have another cart to deliver up that way, and pursue the balance due until it is paidI don't have the heart to watch a cart sit here with brand new batteries until something is resolved We are a family owned and operated small business, my husband and I run this shop on our own, and I dont think trying to go up against a corporate company is in our best interestsAll we ask is that they pay half the batteries and the $balanceWe will honor the original warranty for the cart, since the batteries ended up being the problemAnd the batteries are brand new so they come with their own mo warranty from Trojan starting july -- Thank you and we appreciate your business,Mike and April R***

We picked up this golf cart on [redacted] from a customer we have worked with many times over the past * yearsWe were originally told the cart was running fine, then just stoppedOnce we got the cart to our shop, we are very busy in the summer and tell all of our customers it will take up to * weeks for a diagnosis, we had a full check out done on [redacted] The cart had many problems due to lack of maintenanceThe cart had been sitting so the battery needed to be replaced, after we tried to bring back up the charge with no successOnce we got the ok for the new battery and replacing the solenoid, we installed on [redacted] and there was no power going to the starterWe got the ok from the customer we picked up the cart from to go ahead and do what we needed to get it runningWe scheduled delivery for [redacted] to the same place we picked it up (see invoice [redacted] ) [redacted] customer called and said cart had stopped workingThis is when we find out the cart actually belongs to someone else, and we are now talking to the correct owner of the cart, [redacted] We picked the cart up for free, because we always back up our work, and give the customer the benefit of the doubt first, before we diagnose the problemIt was a bad starter that was sent from our distributor, and they sent us a replacement (just like every other time we have a part that falls under warranty)We installed the starter, and delivered the cart back [redacted] (going out of our way on a saturday to make sure the cart was back, when we do not deliver on saturdays.)On [redacted] they called and said the cart caught on fire and the replacement starter has now blown upThey delivered the cart to our lot themselves and told us that the lights have been dimming since we delivered the cart, so [redacted] said she had tried to change the fuse and see if there was a faulty wireThey did not call us about this problemShe then told me that another person took the cart around the campground and the battery terminal caught on fireThe person driving the cart smelled burning while driving, and lifted the seat to find a fire on the batteryWe reassured [redacted] that if it was a problem with the starter, we would get a replacement here and back to her ASAPWe sent pictures and went over all problems with our distributor and came to the conclusion that the problem was not with the starterThe replacement starter we put on was sent from a totally different manufacturer from a totally different lot and they do not see any reason that the problem started with the starterThey would not be able to warranty the starter due to evidence that the cart was tampered with (the motor mount was also missing that we just installed and battery terminal was not tightened enoughWe always double check our work and test drive to make sure all connections are secureIf it had been a loose connection , and that was why the battery caught on fire, causing the damage to the starterI called and spoke with the man we have dealt with in the past, since we were never informed of [redacted] contact informationI told him that we couldn't cover the starter or the battery since it was not covered under a warrantyI apologized and said I would do whatever I could to help them out by helping with labor costs and not charge to deliver it, but I would not be able to pay out of pocket for a [redacted] part (which we only charged [redacted] and gave a deal on the starter they originally paid for)He said he would have [redacted] call meI received a voicemail from a [redacted] , someone I have never talked to, I called back with no answerI received a text message from [redacted] saying we never call backI call again and left a voicemail explaining the part would not be covered, being very polite and trying to sound understanding and we would help with whatever costs we could if they wanted us to replace the partsI then receive text messages from [redacted] saying she took the cart somewhere else before bringing it here (which completely voids us backing up any work or warranty) and was told it was the starter that was badShe informed me she recorded me talking when they dropped the cart off (which is illegal)She said she has cameras on her lot at the campground and no one has messed with the cartI explained to her that we can not pay out of pocket for a part that isnt covered under warranty after examining the problemThe campground that they have the cart at, is about ** minutes away, once she started threatening law suits, I advised her to pick up the cart by [redacted] to avoid any storage fee of [redacted] per daySince we have never had her contact info, I had no idea she lived * hours away, she said I was a bad business for demanding the cart be picked upBut someone was here within an hour to pick the cart upThe campground where the cart is kept is an *** acre campground with hundreds of lots, thousands of people in and out and the roads are very bumpy and not well maintainedAnd the golf cart is how people get around the entire campgroundIn regards to we "seemed like the type of people that didnt back up their work", I can honestly say that is completely falseWe have gone out of our way multiple times to help people, and always put the customer first, but there is a time where we have to draw the line at putting out costs that affect our business and our familyWe would have been happy to help out with labor costs, like I explained to the gentleman we picked the cart up, and we have also helped out multiple times in the pastUnfortunately the owner of the cart was not able to call and talk the situation out, only texted threats and accusationsOnce I was accused of being a bad business and a nasty person, I simply defended myself and left it alone

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At this time, *** *** have decided to contact our attorneys and they are handling this matterThe notice by Carts Parts & Service does not justify why we still don't have a working golf cart that has been housed in their facility for the past several monthsWe paid for a Golf Cart that we still have yet to use several months laterBeing that the company specialize in the field of repairing golf carts they should've known initially the problem was occurring with the new batteries, it shouldn't have taken several months to determineThey had no remorse towards this matter, we should've been offered a loaner golf cart to accommodate us being that it took so long.
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

On January 7, 2016, [redacted] from [redacted], contacted my small business to have 2 golf carts repaired. We set up a vendor packet with their company via email, and we picked up 2 36V EZGO golf carts for repair on January 12. On January 19 we sent an estimate...

for each cart via email (invoice 310 & 318) . Each golf cart needed extensive work due to neglect. One of the carts had newer looking batteries, but no dates were stamped on the terminals to tell us how old they were. Once testing these, 4 out of the 6 batteries were bad and 2 were weak. Indicating the batteries were not maintained properly, causing them to not last as long as they should. I forwarded an estimate for each cart, with a detailed description of each repair. On January 28 [redacted] emailed and said she will forward them to her regional manager for approval. On February 9 [redacted] emailed and said they have decided to just purchase another cart from us, a 2010 Club Car Precedent with windshield and head/tail lights included. She also wanted to purchase a new blue body to be installed on the cart. I then sent over invoice 329 for the cart, body, shipping and labor.With the snow delays in shipping, we received the body on Feb 23rd, and I emailed [redacted] to let her know to send payment, that we could deliver once we received receipt of payment. Feb 26 we delivered the cart.March 22 [redacted] emailed me and said they were experiencing issues with the cart, she said it would stall out and not go anymore. [redacted] ensured me that all the charging procedures and usage of the cart was being performed correctly. We scheduled the cart for pick up on March 29.When putting the scanner on the cart, the codes came up for not letting the cart engage in forward or reverse before pushing the gas pedal. This code popped up multiple times, so it was being done repeatedly. Also codes for low battery voltage were showing, meaning the cart was not fully charged. I explained all of this to [redacted] over the phone. They decided to add a cargo box to the back of the cart while we had it at our shop. We installed, and delivered the cart back. (invoice 345)May 2 I emailed to check the status on the balance remaining for Invoice 345 of $111.10. [redacted] advised me that the cart is having problems and she would have her maintenance crew call me and explain what is going on. David explained to me the cart would die while he drove it, and sometimes wont move at all. I advised him to make sure the batteries are charging correctly and that they are waiting until the charger is completely finished and cuts off on its own, to ensure a full charge. He advised me that they do everything we say to do and the cart still stops working. I told him I would come pick the cart up again, and I wanted to keep it until it acted up on me like it did to him. Once the cart was back in our shop, again, we went over all of the aspects of the cart that are covered under the warranty. We called the cart manufacturer and asked their advise since we could never get the cart to mess up. After driving it around to find a problem for 2 weeks, the cart started to die, which caused the hesitation. We charged the batteries correctly, until the charger cut off. And once of the batteries were testing bad. We then replaced the batteries with brand new ones, and the cart charges fully and no hesitation. On the invoice for the cart, #329, the cart warranty does not cover the batteries. All warranty items on the cart (the motor, controller, computer) check out fine. There is no way to tell when the battery went bad, so I sympathized with them and only asked for half of the cost of the batteries. Along with the numerous times we have driven over 40 miles one way to pick up the cart and deliver it for free, because we honor our warranty when it is something covered. This time is was clearly poor maintenance of the batteries, and we still picked up and delivered for free, and I am only asking for half of the cost of the batteries, $390.00. They also have the remaining balance of $111.10 from Invoice 345.I have attached all invoices for your review. I am also going to deliver the cart back to [redacted] within the next 2 weeks, when I have another cart to deliver up that way, and pursue the balance due until it is paid. I don't have the heart to watch a cart sit here with brand new batteries until something is resolved.  We are a family owned and operated small business, my husband and I run this shop on our own, and I dont think trying to go up against a corporate company is in our best interests. All we ask is that they pay half the batteries and the $111.10 balance. We will honor the original warranty for the cart, since the batteries ended up being the problem. And the batteries are brand new so they come with their own 18 mo warranty from Trojan starting july 2016. -- Thank you and we appreciate your business,Mike and April R[redacted]

We picked up this golf cart on [redacted] from a customer we have worked with many times over the past * years. We were originally told the cart was running fine, then just stopped. Once we got the cart to our shop, we are very busy in the summer and tell all of our customers it will take up to...

* weeks for a diagnosis, we had a full check out done on [redacted]. The cart had many problems due to lack of maintenance. The cart had been sitting so the battery needed to be replaced, after we tried to bring back up the charge with no success. Once we got the ok for the new battery and replacing the solenoid, we installed on [redacted] and there was no power going to the starter. We got the ok from the customer we picked up the cart from to go ahead and do what we needed to get it running. We scheduled delivery for [redacted] to the same place we picked it up (see invoice [redacted]). [redacted] customer called and said cart had stopped working. This is when we find out the cart actually belongs to someone else, and we are now talking to the correct owner of the cart, [redacted].  We picked the cart up for free, because we always back up our work, and give the customer the benefit of the doubt first, before we diagnose the problem. It was a bad starter that was sent from our distributor, and they sent us a replacement (just like every other time we have a part that falls under warranty). We installed the starter, and delivered the cart back [redacted] (going out of our way on a saturday to make sure the cart was back, when we do not deliver on saturdays.). On [redacted] they called and said the cart caught on fire and the replacement starter has now blown up. They delivered the cart to our lot themselves and told us that the lights have been dimming since we delivered the cart, so [redacted] said she had tried to change the fuse and see if there was a faulty wire. They did not call us about this problem. She then told me that another person took the cart around the campground and the battery terminal caught on fire. The person driving the cart smelled burning while driving, and lifted the seat to find a fire on the battery. We reassured [redacted] that if it was a problem with the starter, we would get a replacement here and back to her ASAP. We sent pictures and went over all problems with our distributor and came to the conclusion that the problem was not with the starter. The replacement starter we put on was sent from a totally different manufacturer from a totally different lot and they do not see any reason that the problem started with the starter. They would not be able to warranty the starter due to evidence that the cart was tampered with (the motor mount was also missing that we just installed and battery terminal was not tightened enough. We always double check our work and test drive to make sure all connections are secure. If it had been a loose connection , and that was why the battery caught on fire, causing the damage to the starter. I called and spoke with the man we have dealt with in the past, since we were never informed of [redacted] contact information. I told him that we couldn't cover the starter or the battery since it was not covered under a warranty. I apologized and said I would do whatever I could to help them out by helping with labor costs and not charge to deliver it, but I would not be able to pay out of pocket for a [redacted] part (which we only charged [redacted] and gave a deal on the starter they originally paid for). He said he would have [redacted] call me. I received a voicemail from a [redacted], someone I have never talked to, I called back with no answer. I received a text message from [redacted] saying we never call back. I call again and left a voicemail explaining the part would not be covered, being very polite and trying to sound understanding and we would help with whatever costs we could if they wanted us to replace the parts. I then receive text messages from [redacted] saying she took the cart somewhere else before bringing it here (which completely voids us backing up any work or warranty) and was told it was the starter that was bad. She informed me she recorded me talking when they dropped the cart off (which is illegal). She said she has cameras on her lot at the campground and no one has messed with the cart. I explained to her that we can not pay out of pocket for a part that isnt covered under warranty after examining the problem. The campground that they have the cart at, is about ** minutes away, once she started threatening law suits, I advised her to pick up the cart by [redacted] to avoid any storage fee of [redacted] per day. Since we have never had her contact info, I had no idea she lived * hours away, she said I was a bad business for demanding the cart be picked up. But someone was here within an hour to pick the cart up. The campground where the cart is kept is an [redacted] acre campground with hundreds of lots, thousands of people in and out and the roads are very bumpy and not well maintained. And the golf cart is how people get around the entire campground. In regards to we "seemed like the type of people that didnt back up their work", I can honestly say that is completely false. We have gone out of our way multiple times to help people, and always put the customer first, but there is a time where we have to draw the line at putting out costs that affect our business and our family. We would have been happy to help out with labor costs, like I explained to the gentleman we picked the cart up, and we have also helped out multiple times in the past. Unfortunately the owner of the cart was not able to call and talk the situation out, only texted threats and accusations. Once I was accused of being a bad business and a nasty person, I simply defended myself and left it alone.