Initial Business Response /* (1000, 5, 2015/03/06) */
Thank you for notifying us of this complaintWe have contacted the complainant, and have sent her a replacement unit to resolve this matterIt was delivered to her on March 4, :-)
I am very disappointed with this company and will no longer be giving them any more of my business We received a damaged item from them and they refused to do anything about it even though it is clearly their fault and they also have a warranty that says they cover thisThey have no remorse and are very umprofessional I would not recommend anybody buy their items
Initial Business Response /* (1000, 11, 2014/02/26) */
We contacted Mr*** on 2/20/2014, and have sent him a brand new Hello Kitty CoupeWe also asked him to return the damaged one to us in the box that he received the replacement in, at our expense; a prepaid label has been sentMr
*** is very happy that his issue has been resolved
Final Consumer Response /* (2000, 13, 2014/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the resolution, I feel that they have gone the extra mile to resolve my concerns
Initial Business Response /* (1000, 5, 2016/01/13) */
Hello! Thank you for giving us the opportunity to respond to this consumer's notificationWe have reached out to the customer, parts were shipped, and this and this has resolved the issue:-)
Initial Consumer Rebuttal /*
(3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dynacraft sent me a replacement front tire it was blueThe scooter is yellowI left several messages until CSR answered and basically advised I get matching blue back tire!
I paid almost $for a scooter with less then an hour run time it isn't a garage sale itemThis is unacceptable I called again they said they would send new yellow front tireHopefully bearings will not break not this one
Final Business Response /* (4000, 9, 2016/01/22) */
Thank you again for giving us an opportunity to respondAs we were unable to resolve the matter to the customer's satisfaction we will be sending our a refund to them
Final Consumer Response /* (2000, 11, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The replacement the company sent was the wrong color then the back tire bearings broke within minutes of replacing front tire due to bad bearingI would rather have a refund then continue to struggle with fixing the bike
I have not received a refund to date but I was told by Dynacraft they were going to send one
Initial Business Response /* (1000, 6, 2015/04/13) */
Dear Ms. [redacted]:
Thank you for your correspondence of April 2, 2015, concerning a complaint made by Ms. [redacted], and for providing us with the opportunity to respond.
Dynacraft is aware of Ms. [redacted] as Ms. [redacted]...
contacted Dynacraft's Customer Service department on March 23, 2015, to report an alleged problem with the brakes on her son's bike. Initially, Ms. [redacted] indicated that the front brake "broke," though photographs show that the front brake hardware is no longer attached to the front fork and the nut that secured it was missing.
Dynacraft's customer service representative initially offered to provide replacement parts, but Ms. [redacted] refused, indicating that she wanted a refund of the purchase price. As is standard company practice, the customer service representative informed Ms. [redacted] that she would email her directly with a request for information needed to process her claim. At this time, the customer service representative asked Ms. [redacted] if her son had been injured in the incident, and Ms. [redacted] responded: "no, but he could have been."
Before Dynacraft's customer service representative had a chance to send Ms. [redacted] an email to begin processing her claim for a refund, Ms. [redacted] sent Dynacraft an email indicating that the brakes on her son's bike had failed and that her son had been injured. As a result of the reported injury, Dynacraft, pursuant to company policy and procedures, referred the claim to its legal counsel, who in turn assigned the claim to third party administrator [redacted] & Co.
Shortly thereafter an adjuster from [redacted] & Co. contacted Ms. [redacted] to obtain the necessary information about the claim she had asserted. During the course of a telephone conversation with the [redacted] & Co. adjuster, Ms. [redacted] indicated that she had purchased the bike in August or September of 2014, and that her son had ridden the bike without any problems approximately five to ten times prior to the incident. As the [redacted] & Co. adjuster was asking Ms. [redacted] questions about the reported incident, Ms. [redacted] terminated the conversation, indicating at the same time that she was not making an injury claim but that she would be turning the matter over to her attorney. Before doing so, however, Ms. [redacted] also indicated that she intended to take the bike back to the retail store for a refund.
At no time did Ms. [redacted] ask Dynacraft's customer service representative or the [redacted] & Co. adjuster to have the bike repaired or replaced as indicated in her complaint to the Bureau. In fact, she rejected replacement parts and demanded a refund. Then, as that was being handled pursuant to company policies and procedures, Ms. [redacted] submitted an injury claim, which then had to be referred to a third party administrator. Ms. [redacted] then terminated that process, indicating that she would be referring the matter to an attorney.
Dynacraft has not heard from Ms. [redacted] or her attorney since that time. Dynacraft has attempted to determine if Ms. [redacted] returned the bike to the retail store for a refund but has been unable to do so. Dynacraft remains more than willing to work with Ms. [redacted] through the appropriate channels toward a resolution of her claim, but to date Ms. [redacted] has repeatedly failed to cooperate with the process as indicated above.
Please let us know if you have any further questions or need any additional information.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/13) */
[redacted]Document Attached[redacted]
Still no response from business and Target will not fix or replace bike.
Initial Business Response /* (1000, 5, 2015/10/24) */
Thank you for giving us the opportunity to respond to this complaint. We have contacted Ms. [redacted] and are working to resolve her concern. When we recently attempted to contact her via phone we were unable to do so as the line was...
disconnected. We are now attempting to communicate with her via email
Thank you for your correspondence of April 24, 2015, concerning a complaint made by Ms. [redacted], and for providing us with the opportunity to respond.
Dynacraft has been working to bring this matter...
to a close. Our check refunding her the purchase price of the Hello Kitty Light Up SUV was mailed to Ms. [redacted] via priority mail on April 20, 2015.
Please let us know if you have any further questions or need any additional information.
Initial Business Response /* (1000, 10, 2014/06/25) */
Received business response via email on 6/25/14:
Thank you so much for sending us the [redacted] complaint. As you know, we strive to provide the best customer service possible. Mr. [redacted] received his back-ordered part on June...
19, 2014. We also called to follow up with him after we received the complaint you submitted to us, and he is very satisfied. Please let me know if there is any additional information you need.
~~~~~~~~~~~~~~~~
Best Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2014/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the replacement part and did get a folloe up call to make sure everything was correct.
Thank You
Initial Business Response /* (1000, 5, 2014/10/15) */
Thank you for notifying us of this report, and giving us the opportunity to respond. As a customer service gesture we have contacted Mr. [redacted] and shipped him a replacement bicycle which is scheduled to be delivered tomorrow. Please...
let me know if there is any additional information you require.
Initial Business Response /* (1000, 5, 2015/03/06) */
Thank you for notifying us of this complaintWe have contacted the complainant, and have sent her a replacement unit to resolve this matterIt was delivered to her on March 4, :-)
I am very disappointed with this company and will no longer be giving them any more of my business We received a damaged item from them and they refused to do anything about it even though it is clearly their fault and they also have a warranty that says they cover thisThey have no remorse and are very umprofessional I would not recommend anybody buy their items
Initial Business Response /* (1000, 11, 2014/02/26) */
We contacted Mr*** on 2/20/2014, and have sent him a brand new Hello Kitty CoupeWe also asked him to return the damaged one to us in the box that he received the replacement in, at our expense; a prepaid label has been sentMr
*** is very happy that his issue has been resolved
Final Consumer Response /* (2000, 13, 2014/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am very satisfied with the resolution, I feel that they have gone the extra mile to resolve my concerns
Initial Business Response /* (1000, 5, 2016/01/13) */
Hello! Thank you for giving us the opportunity to respond to this consumer's notificationWe have reached out to the customer, parts were shipped, and this and this has resolved the issue:-)
Initial Consumer Rebuttal /*
(3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dynacraft sent me a replacement front tire it was blueThe scooter is yellowI left several messages until CSR answered and basically advised I get matching blue back tire!
I paid almost $for a scooter with less then an hour run time it isn't a garage sale itemThis is unacceptable I called again they said they would send new yellow front tireHopefully bearings will not break not this one
Final Business Response /* (4000, 9, 2016/01/22) */
Thank you again for giving us an opportunity to respondAs we were unable to resolve the matter to the customer's satisfaction we will be sending our a refund to them
Final Consumer Response /* (2000, 11, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The replacement the company sent was the wrong color then the back tire bearings broke within minutes of replacing front tire due to bad bearingI would rather have a refund then continue to struggle with fixing the bike
I have not received a refund to date but I was told by Dynacraft they were going to send one
Initial Business Response /* (1000, 6, 2015/04/13) */
Dear Ms. [redacted]:
Thank you for your correspondence of April 2, 2015, concerning a complaint made by Ms. [redacted], and for providing us with the opportunity to respond.
Dynacraft is aware of Ms. [redacted] as Ms. [redacted]...
contacted Dynacraft's Customer Service department on March 23, 2015, to report an alleged problem with the brakes on her son's bike. Initially, Ms. [redacted] indicated that the front brake "broke," though photographs show that the front brake hardware is no longer attached to the front fork and the nut that secured it was missing.
Dynacraft's customer service representative initially offered to provide replacement parts, but Ms. [redacted] refused, indicating that she wanted a refund of the purchase price. As is standard company practice, the customer service representative informed Ms. [redacted] that she would email her directly with a request for information needed to process her claim. At this time, the customer service representative asked Ms. [redacted] if her son had been injured in the incident, and Ms. [redacted] responded: "no, but he could have been."
Before Dynacraft's customer service representative had a chance to send Ms. [redacted] an email to begin processing her claim for a refund, Ms. [redacted] sent Dynacraft an email indicating that the brakes on her son's bike had failed and that her son had been injured. As a result of the reported injury, Dynacraft, pursuant to company policy and procedures, referred the claim to its legal counsel, who in turn assigned the claim to third party administrator [redacted] & Co.
Shortly thereafter an adjuster from [redacted] & Co. contacted Ms. [redacted] to obtain the necessary information about the claim she had asserted. During the course of a telephone conversation with the [redacted] & Co. adjuster, Ms. [redacted] indicated that she had purchased the bike in August or September of 2014, and that her son had ridden the bike without any problems approximately five to ten times prior to the incident. As the [redacted] & Co. adjuster was asking Ms. [redacted] questions about the reported incident, Ms. [redacted] terminated the conversation, indicating at the same time that she was not making an injury claim but that she would be turning the matter over to her attorney. Before doing so, however, Ms. [redacted] also indicated that she intended to take the bike back to the retail store for a refund.
At no time did Ms. [redacted] ask Dynacraft's customer service representative or the [redacted] & Co. adjuster to have the bike repaired or replaced as indicated in her complaint to the Bureau. In fact, she rejected replacement parts and demanded a refund. Then, as that was being handled pursuant to company policies and procedures, Ms. [redacted] submitted an injury claim, which then had to be referred to a third party administrator. Ms. [redacted] then terminated that process, indicating that she would be referring the matter to an attorney.
Dynacraft has not heard from Ms. [redacted] or her attorney since that time. Dynacraft has attempted to determine if Ms. [redacted] returned the bike to the retail store for a refund but has been unable to do so. Dynacraft remains more than willing to work with Ms. [redacted] through the appropriate channels toward a resolution of her claim, but to date Ms. [redacted] has repeatedly failed to cooperate with the process as indicated above.
Please let us know if you have any further questions or need any additional information.
Initial Consumer Rebuttal /* (3000, 8, 2015/04/13) */
[redacted]Document Attached[redacted]
Still no response from business and Target will not fix or replace bike.
Initial Business Response /* (1000, 5, 2015/10/24) */
Thank you for giving us the opportunity to respond to this complaint. We have contacted Ms. [redacted] and are working to resolve her concern. When we recently attempted to contact her via phone we were unable to do so as the line was...
disconnected. We are now attempting to communicate with her via email
Initial Business Response /* (1000, 5, 2015/04/30) */
Dear Ms. [redacted]
Thank you for your correspondence of April 24, 2015, concerning a complaint made by Ms. [redacted], and for providing us with the opportunity to respond.
Dynacraft has been working to bring this matter...
to a close. Our check refunding her the purchase price of the Hello Kitty Light Up SUV was mailed to Ms. [redacted] via priority mail on April 20, 2015.
Please let us know if you have any further questions or need any additional information.
Initial Business Response /* (1000, 10, 2014/06/25) */
Received business response via email on 6/25/14:
Thank you so much for sending us the [redacted] complaint. As you know, we strive to provide the best customer service possible. Mr. [redacted] received his back-ordered part on June...
19, 2014. We also called to follow up with him after we received the complaint you submitted to us, and he is very satisfied. Please let me know if there is any additional information you need.
~~~~~~~~~~~~~~~~
Best Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2014/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the replacement part and did get a folloe up call to make sure everything was correct.
Thank You
Initial Business Response /* (1000, 5, 2014/10/15) */
Thank you for notifying us of this report, and giving us the opportunity to respond. As a customer service gesture we have contacted Mr. [redacted] and shipped him a replacement bicycle which is scheduled to be delivered tomorrow. Please...
let me know if there is any additional information you require.