Desert Golf Cars

Review: We purchased a golf car in 02/2011 and were told that we had a "4 yr bumper to bumper warranty at ANY authorized [redacted]a dealer" (since we were thinking about moving out of state). Unbeknownst to us, Desert Golf Cars put in high-speed gears, which voids the warranty through [redacted]a! We have since moved to [redacted] have been working with an "authorized [redacted] dealer". The golf car was leaking something out of the rear end and they said that the rear end must have been "cracked open" and gears put in. We said "no, we asked them NOT to do that", and later learned that they had put in new gears because [redacted] said "you wouldn't have been happy with the standard gears"! Who gave them permission to change the car without our approval or knowledge? Now we have incurred repair expenses, and will continue to, due to them making unauthorized changes and misrepresenting us about the 4 yr warranty.

This started in 4/2013, when [redacted] told us that they would take care of any expenses, then we were directed to [redacted] who told us "not to worry", now 5 months later...no one will return our calls! We have contacted [redacted]a and they have been trying to help but said that it is between us, Desert Golf cars and [redacted] Golf cars in [redacted] We have paid [redacted] because they did the work and are waiting for Desert Golf Cars to reimburse us.Desired Settlement: We would like a refund for the charges that we have already incurred and a guarantee of payment of all future expenses that we incur for warranty issues, until 02/2015 (when warranty expires).

Business

Response:

In response to Mr. [redacted]’s complaint, the facts that Mr. [redacted] has brought forth are just plain false. To respond to each of Mr. [redacted]’s complaints I have included documentation to refute and offer 100% proof that Mr. [redacted]’s claims are inaccurate.

“We purchased a golf car in 02/2011 and were told that we had a "4 yr bumper to bumper warranty at ANY authorized [redacted] dealer" (since we were thinking about moving out of state).” This is completely inaccurate. T[redacted] is our most senior sales person and would never make any such claims. There is not a single written mention of any warranty on any sales invoice or worksheet (Pages 1, 6, 7, 8 or 9). Mrs. [redacted] initialed and signed our Customer Satisfaction sheet (page 2) and acknowledged that they received a copy of the invoice (item 1), sales order (item 1) and warranty information (item 6) at the time of sale. A copy of the warranty that is included in their owner manual (item 10 on Customer Satisfication sheet) is included in the documentation (page 4) that specifically outlines the 4 year limited warranty that was included in the vehicle. Not a 4 Year bumper to bumper warranty as Mr. [redacted] states incorrectly.

“Unbeknownst to us, Desert Golf Cars put in high-speed gears, which voids the warranty through [redacted]!” We have included notes that verify that the [redacted]’s were aware of how we increase the speed of their car. I even remember the conversation two years ago because of how strange of a question it was at the time. We were aware that the [redacted]’s might move to Florida and only be able to operate at speeds of 19mph max. I informed the sales team that we could remove the motor and keep the gears to maintain the 19mph. However, it was not possible to remove the gears and keep the motor. Exhibits 3, 5, 6, 7, 8 and 9 explain that the [redacted]’s knew they were buying a LSV/NEV with a Federal tax credit. In 2011 our only method of increasing the speed to meet the Federal requirement that a LSV/NEV maintain speeds of 20-25 was to gear and motor. There is NO other way we could have done it. The [redacted]’s as all customers would have been told this information and the customers would have been fully aware of the method we use. Notes on exhibit 7 explain further that the customer wanted us to slow down the car and we would have been able to do it. We would have removed the motor.

“…"cracked open" and gears put in. We said "no, we asked them NOT to do that", and later learned that they had put in new gears because [redacted] said "you wouldn't have been happy with the standard gears"!” Again, the only way we would have been able to sell the [redacted]’s a tax credit car in 2011 was to install gears and a motor. *y purchasing a LSV from us in 2011 the [redacted]’s were able to claim up to 10% of the purchase price as a Federal tax credit. If we did not put in gears we would not have been able to sell them a LSV tax credit vehicle.

“Who gave them permission to change the car without our approval or knowledge?” The answer from all the above information is the [redacted]’s. *y purchasing a LSV tax credit vehicle from us they knew how we would speed it up. This would have been discussed in detail. Again, we did not sell a LSV vehicle in 2011 without gears because there is no other way for us to qualify for the Federal credit except to install gears and “crack open” the differential.

“…due to them making unauthorized changes and misrepresenting us about the 4 yr warranty.” Again, we did not make unauthorized changes as those changes were required for the [redacted]’s to be allowed a 10% Federal tax credit. We did not misrepresent the warranty because we have documented proof that the [redacted]’s were given all information at the time of sale demonstrated by exhibit 2. They received a copy of the owner’s manual and a copy of the warranty itself.

“…[redacted] told us that they would take care of any expenses…” Simply not true. I told the [redacted]’s that I would work with [redacted] and [redacted] and we would do our best for the [redacted]’s not to incur any expenses. However, as the situation was not finished and the [redacted]’s had yet to take possession of their car I could not inform them of any liability they might have and I could not inform them of anything [redacted] or Desert Golf Cars might pay for.“…We have paid [redacted] because they did the work and are waiting for Desert Golf Cars to reimburse us.

“… We have paid [redacted] because they did the work and are waiting for Desert Golf Cars to reimburse us…” Desert Golf Cars is concerned that the [redacted]’s are still not happy with the repair and until such time that the repair is complete Desert Golf Cars will not make a determination whether or not to reimburse [redacted] for repairs. [redacted] did not furnish Desert Golf Cars with any pictures as we asked for. Due to the fact that we have never done the warranty internally for the repair that [redacted] performed, we are suspicious of the actual cause of the failure. We have performed over 4000 gear changes on the YDR since 2007. The failure that [redacted] described to us is 1 – the [redacted]’s. Other factors as poor tie down during shipping of the car from Arizona to Texas might be a reason. Desert Golf Cars has received no photos showing anything. We asked several times during 3 phone calls from [redacted]

The [redacted]’s have made this incredibly difficult because they have not and are not giving factual details about their vehicle. This has made the process of trying to satisfy them very difficult. If we receive the information we need we are more than happy to look at it object fully and render our judgment. Again, the documentation that we have and that I have included with this response completely gives a different picture than Mr. [redacted]'s statements. There was 100% honestly with the [redacted]'s transaction and we have made 0 misrepresentations. The [redacted]'s need to read the attached information with an open mind and they will come to the same conclusion that I have.

Thank you.

Desert Golf Cars

Consumer

Response:

I have reviewed the 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.

So even though we said we wanted a golf cart for [redacted] low speed, you sold us one that went faster?