GoKarts USA

We see the two orders in question, however, both orders were cancelled due to the payment being declinedOur system shows an authorization, but does not show any charges to these orderscustomer should contact his Bank for further assistance

Initial Business Response / [redacted] (1000, 9, 2015/01/13) */ To whom it may concern, In Regards to our customer [redacted] order (20152824/XXXXXXXX)Both of these orders were cancelled because the information that you provided us did not match the banks recordsIn this industry we get a lot of credit card fraud, we have implemented a great system to stop that from happeningBut that means that sometimes customers may mistype their information into our system causing us to cancel your order to make sure that the customer his spending his/her moneyIn regards to the pricing we wish we could provide you with the holiday sale price but that price has come and gone and we have changed the pricing back to what the manufacturer wantsWith all this being said we will always have coupons available on our websiteIf you go into the top right hand corner, under our social media icons, there will be COUPONS, if you click on that you will see all the coupons available at that timeAlso you can give us a call at (XXX)-XXX-XXXX to see the available coupons Best Regards, Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I entered the correct billing information but the companies website has glitches that knocked me out of their purchase page, then without my knowledge reset the shipping address as the default addressThe company then voided my order without notifying meAround the time the product was due to be delivered I went on line to check the delivery status and found out that it was canceled by the companyI immediately called the company and spoke to a few pleasant service reps and was told that I should have been notified immediately once there was a problemWhich the company failed to doI was also told that they had no control over the pricing of their own products and could not honor the sales price of the product that I ordered while it was on saleSince the company's website failed to perform properly and the company failed to notify me immediately but there was an issue I felt that the company should honor the sales priceI met resistance from the beginning and kept requesting a supervisor or managerI believe I was able to either get a high level manager or even the owner himself and the higher I went to resolve this issue the nastier the customer service got!!! The last person I spoke to even yelled at meSaid I was a credit risk and they would never ever sell anything to me!!! Which is odd that he claimed I was a risk when I was paying by debit card and had the money sitting in the bank for this company's product I was trying to purchase!!! As an owner of a Revdex.com acredited A+ companyI was appalled at the horrendous customer service especially at such a high level of managementEven with my own company, if I had made mistakesI would bend over backwards to satisfy my customerEven if it meant losing money!!! Which I was only asking for them to honor their own sale priceI guess that's why this company has a a low Revdex.com ratingAt this point there is nothing this company could offer me to rectify this situation because this is a company that I would now never purchase from!!!

Some of our products are offered with free shipping Some products add the shipping to the price, I cannot find an order from this customer The Tumbleweed ATV sells for $plus shipping I don’t see a $price for this item Although I am not aware of any advertising of this product at the $price, Customers must reply on current prices as posted on our website when ordering Prices posted on our website are subject to change and price changes may not be relected in advertised prices that may be posted on the internetTell us why here

We have sent parts to the customer free of charge, under warrantyWe have done this as a courtesy, even though the customer's problem was a result of his improper assembly of his gokartThe wheel hubs must be properly tightened during assemblyThe manufacturer requires that assembly of the gokart be performed by a qualified ATV mechanicWe have offered to assemble the gokart for the customerWe have offered for the customer to return the gokart to us for a refundNone of the solutions we have offered were deemed acceptable to the customer

We have already issued a full refund to the customer including shippingOur GTC Torque Converters for Go Karts and Mini bikes are top-of-the-lineWe have a Large Mounting late, and a mall Mounting PlateThis customer wanted the Small plate which was out of stockIt is now back in stock

Dear [redacted] , You purchased your scooter on 4-23-On 3-13-2017, we received an MSO request from you requesting Title DocumentsTitle on a vehicle is only issued at purchase timeAfter years, we would have to request that the Manufacturer issue a Duplicate Title at a cost of $Also, we requested that the customer complete the PDI form as required by lawWe did not receive the $fee nor the PDI formThe customer can complete another MSO Request, Include the PDI and pay the Duplicate Title fee of $

Ordered karts to be shipped to Texas I have two confirmation numbers of successful wire transfers from [redacted] to [redacted] ***, but received a notice saying order terminated due to lack of payment When we called and spoke with [redacted] he stated we needed to talk to [redacted] in accounting Then he told us that [redacted] is very busy and doesn't keep regular office hours so we couldn't speak to him on the phone We then asked for a manager then we were told there were no managers available they keep irregular hoursSo after minutes of round and round [redacted] then told us he could no longer discuss our "case" because it was under review by management None of which were there at the time because they keep irregular office hours and are very busy Not sure how a company operates with such irregular hours by all staff that are responsible for resolving customer issues? We just hope we haven't been taken for $6,400.00! Needless to say proceed with caution with this company If you are looking for a company with a good costumer service team, LOOK ELSE WHERE!!!

Hello ***, We apologize that those packages were not shipped out dayThe correct amount has been refunded to your card for both ordersSorry it took so long, special order part refunds can take up to business daysNormally it takes 3-business days, which it should have and we hope you accept our sincerest apologies [redacted] Thank You, [redacted] Gokarts USA

Initial Business Response / [redacted] (1000, 13, 2015/03/19) */ In regards to our customer [redacted] , order number (XXXXXXXX) she purchased a SSR pit bike (12/1)We have an automated system that notifies the warehouse when orders come in and to ship them outWe check that system every day to make sure all our customers received the correct information, whether it be a tracking number or in regards to the customer's orderWe receive many emails a day in regards to our customers and in her circumstance we missed the email that informed us that the SSR pit bike at a different warehouse was out of stockOnce the customer called requesting tracking that's when we realized that this order hadn't been shipped yetOnce we figured that out we shipped one of the SSR Pit Bikes to the customer from another warehouseThat is when the Fedex label was created and a tracking number was given, but we have been getting back large scale items from Fedex shipping due to freight damageThat is when we decided against shipping via Fedex and decided to go with ODFL (Old Dominion Freight Line) to make sure that the pit bike would not be returned due to freight damageWe sincerely apologize for the fact that Josh told you that your pit bike had been shipped through Fedex and that it came backHe confused your pit bike with a MBX that had been dropped back off at the warehouse because it was damaged during shipmentWe apologize for the inconvenience but we tried our best to get that pit bike to the customer for ChristmasHowever, at this point, the proper refund has been given due to the information listed in our order terms Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had called several times before to check the status of my order and I was told that it had been shipped and then all of a sudden someone told be it had slipped through the cracksI would think that it shouldn't have shown up shipped if they had actually looked it up like they saidI called back the day after it supposedly shipped for real to cancel the order because I didn't believe it had really been shipped after all the lies I had encounteredI feel I should get my full refund back and not less than half of what I paidI don't believe I should be charged for shipping because I did cancel the order the day after and Go Karts never did cancel it they let it ship from California all the way to VirginiaWhen I cancelled the order the man I spoke to stated he could stop the shipment which he didn'tThat is not my faultI believe I should get my full refund backIf Go Karts USA would have followed through with all their promises and expectations we would have continued with the orderOn the website a couple of weeks after I ordered in big red letters it stated order today and get it by ChristmasI hope no other kids were disappointedEvery time I called after I ordered they said it had been shipped and it would take a couple of days to get a tracking number and by that time I should have received it and then they tell me it had slipped through the cracksThat is poor customer serviceThank you!! Final Business Response / [redacted] (4000, 18, 2015/03/25) */ The business stands by their original response Final Consumer Response / [redacted] (4200, 20, 2015/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the very least they should have cancelled the shipment the day I called and cancelled itI shouldn't be charge for the shipping from California to Virginia when that could have been prevented had they done what they were supposed to do

Complaint: I am rejecting this response because:They sent me an email yesterday afternoon letting me know that they were NOT refunding the additional $return shipping Fee.-----------------------------------------------This is message rec'd yesterday 8/16/ @ 6:36: Hi ***, I was able to speak to speak to my guys in payments here about your situation with this torque converter and got you the full refund on your order, unfortunately we were not able to reimburse you on your return shipmentYou should receive your money in 2-business days From, *** GokartsUSA---------------------------------------------- Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I have received no parts! I have never been offered a refund! Yes, I was offered by you to work on the cart if I come to California! Problem is that I live in Washington state! My wife and I are on holiday in Arizona right nowI paid for the buggy to be delivered to me by ltl threw your businessI have saved every email that I received from your businessIf you would like to have the same ltl company come and pick up the buggy at the same address where it was delivered after a full refund is made to meI would except thatIf this is not acceptable to you I will go forward with my previous statement.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 10, 2015/02/03) */ To Whom it may concern, In regards for our customer [redacted] , Order Number (XXXXXXXX) and Help Request Numbers (20153830/XXXXXXXX)He purchased Monster Dog II mini Bike on 12/10/14, which he received on the 16thHe contacted us requesting assistance, so one of our customer service representatives inform the customer to fill out a help request In that help request [redacted] states "I received the shipment today and found much damages due to the manner in which it was packagedThe front fender was shipped between the rear wheel and rear fender resulting in deep gouges due to the bolts attaching rear fenderThe handle bar had missing paint because it was tie-wrapped to the shipping frame with no protective wrappingThe faux fuel tank was scratched by the cardboard packed on it and scratched because it was shipped leaning into shipping frameSee photosI have more." On The 18Th one of our Advisers reviewed the photos that [redacted] Attached with his Help RequestAfter reviewing the Adviser responded with "Hi ***, my name is [redacted] and I will be your Adviser for this requestSorry for the freight damageI have reviewed your photos which show some scratches on the crate and productWe have requested the manufacturer to send you some toupaintGo ahead with your assembly, if you discover any missing or damaged parts, you can complete another Help Request with a list of parts or for any further assistancewe can request replacement parts free of charge under warrantyThanks, ***." [redacted] was also informed that same day that touch up paint had ordered from the manufacturerThat same day [redacted] created another Help Request, "This is my SECOND help requestI submitted one two days ago (Order NoXXXXXXXX)I have also called several timesI have not received any response to my multiple inquiriesAs I explained in my prior help request, the minibike arrived with a scratched fuel tank, handle bars, and front fenderI included photos with that requestI purchased this as a Christmas gift, but now you are leaving me in the position of giving a scratched up giftI can be reached at XXX-XXX-XXXX or XXX-XXXXXXX." At this point we gave the customer a two Choices; he can either return the bike, or he can fill out a warranty claim request with a list of the damaged parts to get them covered under warrantyAfter we informed the customer of his options we never heard back from the customerHe never filled out a Warranty Claim Request to get coverage on the damaged partsAt this point the offer still stands on the table, [redacted] can either return the mini bike back to us or he can fill out a Warranty Claim Request with a list of the damaged partsIf he would like to go down the path of returning the monster dog, please fill out a RMA Request on our websiteIf [redacted] would like to get the parts sent out to him, please fill out a Warranty Claim Request and use this link to the parts guide on our website http://gokartsusa.com/Monster_Dog_Minibike-1.aspxThe Parts Guide is underneath The Monster Dog IISome Assembly RequiredIf you will please provide us with the part number and part name that will be greatly appreciated Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) In addition to submitting written "help requests" I placed many phone calls to Go Karts USAI was only allowed to speak with their "customer service representatives," who have no authority to decide anythingDuring each of these call I asked to speak with a person who evaluates these issues and decides how they would be handledEach time my request was denied As a side note, the "help request" GoKarts USA requires its customers to complete to receive any response is a form that only allows characters to explain the many issuesThus, I could only provide brief descriptions of the problems Nevertheless, I completed "help requests," not just the two they described, in their responseIn each I asked and even pleaded for someone with authority to resolved the problems to please contact me via telephoneGoKarts USA never called meIn sum, their "resolution" of damaged products is limited to forcing a customer to fill out a short form, where the customer can only provide a brief description of the problemNo one will call you to find out more or discuss resolution of the problems, and customers are left with simply accepting the inadequate resolution decisions that are made As I explained in my original complaint, the torque converter and the rear wheel were also defectiveThose were the subject of other help requests that GoKarts USA fails to address in its response to this complaintIndeed, in response to my "help requests" on these issues, GoKarts USA failed to offer to do anything to resolve these issuesThe only response was that I could return the minibike, at my own shipping cost (to California) and also pay a 20% restocking fee on top of thatNor did GoKarts USA ever mention filing a warranty claimMoreover, many of the problems addressed in my original request, which is the only thing they discuss in their response to the complaint, concern damages that were caused because of their improper packaging for shipment, not warranty matters Since the submission of my original complaint, I have learned that the rear wheel of the minibike would not hold air because of defective welds in the wheelI had to replace this at my own costI also discovered, after the repairs to part of the torque converter, that it would not function correctlyCloser examination of the torque converter revealed that the bearings appeared damaged and the driven shaft appeared to wobble Since I had no luck in getting GoKarts USA to make any effort toward actually resolving any issues with the minibike, I contacted the distributor of the minibike directly to seek assistanceThe distributor informed me that the defective torque converter was common and that they had seen this same defect on a number of their minibikes recentlyThe distributor replaced the front fender and provided the black toupaint that GoKarts USA refused to provideThey also installed a new torque converter at a discountIn all, I am still out several hundred dollars an many hours of my own time in getting items repaired and/or replaced to get the minibike operationalIn fact, it was only yesterday, six weeks after I began seeking resolution of this matter, that the minibike was finally repaired and operational I am not deluding myself into believing that GoKarts USA will ever do anything to make this rightI simply feel that future customers should know what I experienced and what they should expect if they do business with GoKarts USA

Initial Business Response / [redacted] (1000, 12, 2015/10/16) */ Our customer [redacted] had his Lifan hp lost during shipmentNow once the customer filled out a freight claim with the shipping company FedexOnce the freight claim had been filed and Fedex came to the conclusion that they lost the package, he should have received a check refund from Fedex Thank You, Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Fed Ex claim was registered as requiredA letter was sent from Fed EX stating that Go karts would need to provide information in addition to my informationI called GO Karts and was told they would do their part of the claim processSeveral phone calls and emails later nothing is resolvedI need them to refund or finish the claim process with FedEx

Initial Business Response / [redacted] (1000, 12, 2015/10/16) */ Our customer [redacted] had his Lifan 3.0 hp lost during shipment. Now once the customer filled out a freight claim with the shipping company Fedex. Once the freight claim had been filed and Fedex came to the conclusion that they lost the... package, he should have received a check refund from Fedex. Thank You, Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Fed Ex claim was registered as required. A letter was sent from Fed EX stating that Go karts would need to provide information in addition to my information. I called GO Karts and was told they would do their part of the claim process. Several phone calls and emails later nothing is resolved. I need them to refund or finish the claim process with FedEx.

Initial Business Response / [redacted] (1000, 7, 2015/10/01) */ Revdex.com Complaint Resolution Department: Our customer, [redacted] , purchased his product on April 10th He received his product within a reasonable time frameThen, on April 24th 2015, the customer completed a Help Request stating that he accidentally drained his gear oil instead of engine oil and he wanted to know how to replace the gear oilAlso, he was unable to start the go kart and he was unsure if it was getting gasHe did not have a qualified mechanic perform the vehicle setupUnfortunately, as soon as the customer tried to change his oil he voided his warrantyWe require all product setup to be performed by a qualified mechanic or the manufacture will void your warranty Directly from our order terms, "If you are a new enthusiast, welcome to the exciting world of power-sportsYou should know that power-sport products require a substantial amount of mechanical support to uncrate setup, adjust, maintain, repair and upgradeThis support is required on an ongoing basisThese activities apply to a used product as well as an item brand new out of the boxWe strongly recommend that a qualified mechanic perform the setup and all other mechanical repairs to keep your product operating properly and safelyMechanical services and labor is not covered under warranty under any circumstancesAdditionally, manufacturers may require proof that a product was setup by a qualified mechanic in order to provide warranty coverageBy placing an order with GoKartsUSA you agree to these terms." In the three Help Requests that the customer filled out, not once did he provide a mechanic's setup invoiceNow, the GYis a clone of the Honda Helix Many of these motors were sold under the Honda BrandLastly, if the customer can provide a valid mechanics invoice for initial setup and maintenance on the product, we can discuss warranty coverage Thank You, GoKarts USA Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me start off by saying that when I made my first or second call I was insructed to change the oil because they said the oil in it was basically for shipping only.That wasnt in the poor instructions.They were very limited in information.Several more calls were made to ask about the machine leaking oil.I was told three times that it was for this type of motor to leak.My fourth call or so I complained out the machine only topping out at mph and no wear near the mph the specification indicates.I also complained about the oil again and was told this time that it shouldnt leak.I was transfered to I believe dennis a possible owner or manager and my displeasure first about the oil and why my machine doesnt get up to speedHis response was buy the performance parts and it will.Funny in the specs on the website it doesnt say it will go max speed if you purchase performance partsIt says max speed mph.We can probably go back and forth on who said what and get no wear.I dont have recordings or proof of my phone calls and If they do Its what they want you to hear.All is a mute point when I found out I bought a fake none existence motor honda gy.The proof I do have is that before you changed your website features of the trailmaster xrs after you received this complaint it know says a reliable honda clone.I purchased this product under you features and specsinformation it was a honda motor that goes mphnot a clone of a honda.Very misleading to all who have purchased this product.I am looking for a full refund or a honda gyengine with full labor to install but since that motor doesnt exist according to honda a full refund should be granted Final Business Response / [redacted] (4000, 17, 2015/11/18) */ Good afternoon [redacted] , GoKarts USA would like a copy of the invoice showing a licensed mechanic did the work on your engineIf you have a copy of that document please forward it to me Also here is the information they sent regarding the engine you purchasedThis was taken directly from their website email sent to the consumer Here is the Link on Website http://gokartsusa.com/hondagy6engine.aspx Final Consumer Response / [redacted] (4200, 20, 2015/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont accept the fact that they changed the website to further clarify rather than misrepresent the fact they are selling a motor that doesnt exist.Funny the website was changed when I made my complaintThere is nothing stating a clone motor is in the xrs.They may sell some clone engines but not stated in the features on the xrsI am very disheartened that the Revdex.com cant see through this advertising.Nonetheless it still doesnt run right and doesnt come close to the mph as specified in the specs.I was told it will if you buy performance parts.Not stated in there specs that way.Still looking for customer satisfaction .When I purchased this product it stated reliable honda gyengine that has max speed of not a clone and need to purchase performance parts

Complaint: [redacted] I am rejecting this response because: Payment was forward to GoKart USA as shown in the above documents from my bankSincerely, [redacted]

Initial Business Response / [redacted] (1000, 12, 2014/12/09) */ Customer [redacted] , order number (XXXXXXXX)He purchased his buggy on April 20, Customer contacted us on June 11, having issues with Centrifugal clutch - slipping Headlight, right side - not working Carburetor - leaking from float bowlCustomer was sent warranty claim formAfter that we have no data in our system with a response to the initial warranty claim emailThe helmet was on backorderWe sincerely apologize for not sending you,before shipping out helmet please confirm your shipping addressWe asked the customer to fill out a help request to help resolve the issueI looked in our system under both names and there are no request submittionsOur customer service system is highly rated with our customersIf the request has not been filled out we have no way of providing the customer with assistanceWe would be more than happy to resolve this customer's issues when he completes the help request to resolve the issuePlease fill out a help request and we will work diligently to resolve the issues mentioned Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Item was not delivered until June Help request was submitted on June Merchant requested that I submit a warranty claim - which I sent immediately, also on June (attached for record) Merchant never responded (not even once)or made any effort to correct this - even after I made countless callsNo clue how/where they get a "highly rated customer service system" for their horrible reviews (incl links) speak volumes and mirror these issues that I encountered [redacted] Final Consumer Response / [redacted] (2000, 27, 2015/03/23) */

Complaint: [redacted] I am rejecting this response because: During the 3/13/case, I never received a request to complete any forms nor pay $These items were also not requested from me during the 8/23/request or the 1/4/requestWhile I understand that you have "policies", they appear to be loosely enforced at bestOn 6/13/I provided you the information to collect the $fee and I now expect to receive a tracking number for the shipping of the documents, ASAPAnd if there is a form that I need to fill out, you need to provide that to me as I have not seen it on any of these occasions, including the current open case Sincerely, [redacted]

We purchased a new go kart and the seat belts broke the first week The go-kart arrived with other broken parts and we had to have them replaced at our cost When the company was contacted they were very rude on the phoneSubmitted all the information about defective seat belts etcand no one at the company ever followed up Had to purchase belts elsewhereWould never buy from this company again!!!!

Complaint: [redacted] I am rejecting this response because:Sincerely, first of all I ordered a minibike not a motorcycle, the bike I ordered was listed as in stock, and each time I contacted them, I was told a different story about the process of my orderThey lied about the order until I contacted my credit card company, and then finally admitted that the order was on back order until februaryNever once did gokartsusa, up front with me until the final moments when they where called on their liesOwn up gokartsusaYou lied to me over and over, and now you want to make it seem different? Sorry Revdex.com this company will never own up to their ways, and frankly, I don't understand how they are still in business I feel that they owe my compensation for all my time and trouble, can you make this happen? [redacted]