First, the customer came into the shop with a friend and stated she had been researching golf carts and stated clearly that she wanted a Club Car golf cart. I had awitness present at the store who can verify that customer requested a Club Car. She never mentioned purchasing an E-Z-GO golf...
cart. I also explained that I only hadYamaha and Club Car golf carts for sale at that time. In addition, invoice clearly states that she ordered a Club Car golf cart. It was also explained that Old DominionGolf Cars Inc. is a used golf cart dealership. Customer viewed the variety of body styles and colors and knew she was purchasing a lime green Club Car Phantom bodystyle for her cart. Customer came by shop twice while the cart was being customized and could visibly see that cart was used. In addition, both customer and her husband were told that customized carts are not returnable. There is also a sign in the store that sates that "All Sales are Final."Customer states that a friend purchased a golf cart from us for $2400. In fact that particular golf cart cost more than $2400 and we never told her the specific price ofthat cart. Her friend's cart was a different brand without any customization. Customer filing this complaint purchased a golf cart that was completely customizedwith the following items:* Brand new batteries under warranty and new floor mat at our expense* Brand new Club Car Phantom lime green body* Brand new tires and wheels * Brand new top of the line front seats and cushions* Brand new rear 2 in L seat - Max 5 with cooler insert - top of the line! * New standard light kit* New 80" sun top* USB port kit* New 2 LED side mirrors* New Dashboard* Chair holder attachment* 2 new Sun top handlebar attachments* New tinted windshieldIt is also important to note that it is not possible to purchase a brand new cart in lime green color. The price of new cart customized would far exceed the price shepaid for this particular cart.Customer's complaints regarding repairs:Upon delivery of the golf cart, cart drove perfectly and customer was very pleased with performance and appearance of the cart. Old Dominion Golf Cars Inc. hasattempted to address customer's complaints numerous of times. As stated by customer, we have gone out several times without expense to the customer to repairthe cart. We have been willing and continue to be willing to correct and repair issues customer had with the golf cart whether these problems occurred as a resultof damage after the sale and customer's use of the cart. We have hired a new mechanic and he can view her mechanics'observations to see if they are accurateand attempt to repair reasonable issues the cart might possibly have.Our response to customer's complaints regarding repairs:* The missing knob was delayed because it was on back order from supplier* Wires were not hanging until customer returned with golf cart from a camping trip* Regarding October 26th visit, mechanic was present longer than 10 minutes. Both the customer and her husband were not present - only a babysitter andtheir daughter. No proof he was only there 10 minutes.* Regarding October 16th visit, I never said that wires were old and corroded. They just needed cleaning. After wires were cleaned, golf cart charged properly.* Unfortunately during this time, I was very ill and shop was closed due to my illness and hospitalizations. I was originally diagnosed with Strep and Mono.Eventually it was discovered that I had dangerously low sodium levels and blood pressure issues. I was hospitalized immediately for several days at [redacted] and eventually hospitalized again for several days at [redacted]. Office was closed the majority of the month of October and some of November due my illnesses. All of this can be proven by my hospital and medical records.* In addition, my wife did have a wreck. This can be documented as well.* My mechanic did quit and my shop had one attempted robbery (police report was filed) and later my trailer was stolen from my lot.Whether customer has "buyer's remorse" or not, our business has a set policy that customized golf carts cannot be returned. We have been more than accommodatingby repairing issues that have arisen since she purchased the cart and will continue to repair issues that were discussed prior to her complaint. We have had nocomplaints by other customers. Jim Porterfield
I have reviewed the response offer 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.
The information in the response I received is inaccurate. In addition, I have no buyers remorse. I have a golf cart that is a safety hazard to drive and cannot be used.
Regards,
[redacted]
First, the customer came into the shop with a friend and stated she had been researching golf carts and stated clearly that she wanted a Club Car golf cart. I had awitness present at the store who can verify that customer requested a Club Car. She never mentioned purchasing an E-Z-GO golf...
cart. I also explained that I only hadYamaha and Club Car golf carts for sale at that time. In addition, invoice clearly states that she ordered a Club Car golf cart. It was also explained that Old DominionGolf Cars Inc. is a used golf cart dealership. Customer viewed the variety of body styles and colors and knew she was purchasing a lime green Club Car Phantom bodystyle for her cart. Customer came by shop twice while the cart was being customized and could visibly see that cart was used. In addition, both customer and her husband were told that customized carts are not returnable. There is also a sign in the store that sates that "All Sales are Final."Customer states that a friend purchased a golf cart from us for $2400. In fact that particular golf cart cost more than $2400 and we never told her the specific price ofthat cart. Her friend's cart was a different brand without any customization. Customer filing this complaint purchased a golf cart that was completely customizedwith the following items:* Brand new batteries under warranty and new floor mat at our expense* Brand new Club Car Phantom lime green body* Brand new tires and wheels * Brand new top of the line front seats and cushions* Brand new rear 2 in L seat - Max 5 with cooler insert - top of the line! * New standard light kit* New 80" sun top* USB port kit* New 2 LED side mirrors* New Dashboard* Chair holder attachment* 2 new Sun top handlebar attachments* New tinted windshieldIt is also important to note that it is not possible to purchase a brand new cart in lime green color. The price of new cart customized would far exceed the price shepaid for this particular cart.Customer's complaints regarding repairs:Upon delivery of the golf cart, cart drove perfectly and customer was very pleased with performance and appearance of the cart. Old Dominion Golf Cars Inc. hasattempted to address customer's complaints numerous of times. As stated by customer, we have gone out several times without expense to the customer to repairthe cart. We have been willing and continue to be willing to correct and repair issues customer had with the golf cart whether these problems occurred as a resultof damage after the sale and customer's use of the cart. We have hired a new mechanic and he can view her mechanics'observations to see if they are accurateand attempt to repair reasonable issues the cart might possibly have.Our response to customer's complaints regarding repairs:* The missing knob was delayed because it was on back order from supplier* Wires were not hanging until customer returned with golf cart from a camping trip* Regarding October 26th visit, mechanic was present longer than 10 minutes. Both the customer and her husband were not present - only a babysitter andtheir daughter. No proof he was only there 10 minutes.* Regarding October 16th visit, I never said that wires were old and corroded. They just needed cleaning. After wires were cleaned, golf cart charged properly.* Unfortunately during this time, I was very ill and shop was closed due to my illness and hospitalizations. I was originally diagnosed with Strep and Mono.Eventually it was discovered that I had dangerously low sodium levels and blood pressure issues. I was hospitalized immediately for several days at [redacted] and eventually hospitalized again for several days at [redacted]. Office was closed the majority of the month of October and some of November due my illnesses. All of this can be proven by my hospital and medical records.* In addition, my wife did have a wreck. This can be documented as well.* My mechanic did quit and my shop had one attempted robbery (police report was filed) and later my trailer was stolen from my lot.Whether customer has "buyer's remorse" or not, our business has a set policy that customized golf carts cannot be returned. We have been more than accommodatingby repairing issues that have arisen since she purchased the cart and will continue to repair issues that were discussed prior to her complaint. We have had nocomplaints by other customers. Jim Porterfield
I have reviewed the response offer 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.
The information in the response I received is inaccurate. In addition, I have no buyers remorse. I have a golf cart that is a safety hazard to drive and cannot be used.
Regards,
[redacted]