San West Inc

Hello ***,Sorry about the delay in responseI have been on an extended leave of absence and have just returnedThis customer was refunded via check on 07/He also filed a chargeback, so he has now gotten a $refundHe was not originally entitled to a $discountOur military discount
is 2% of the purchase price, which would have been $Please let me know if I still need to go online and respond.Thank you,***

Revdex.com:
I have reviewed the 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
I did not input the price your sale rep did as we spoke over the phone and Wayne was completely aware of the price on line vs the quoted priceThe first call to him he was selling the unit for $and said he could not do it for that price so he re quoted it at $and still can't honor that priceThe company needs to get it together took all my credit card info and four days goes by with no follow up I had to call to find out why the unit hasn't shipped all due to there inability to price something right that they sell Very unhappy how this was handled would not recommend this company to anyone.
Regards,
*** ***

Hello ***,">Sorry about the delay in responseI have been on an extended leave of absence and have just returnedThis customer was refunded via check on 07/He also filed a chargeback, so he has now gotten a $refundHe was not originally entitled to a $discountOur military discount is 2% of the purchase price, which would have been $Please let me know if I still need to go online and respondThank you,
***

This consumer placed an order in our system on 4/Their credit card was declined due to an address mismatchPer our terms the consumers credit card billing address must match the shipping addressThis is to protect our company and the consumer from fraudIf the consumer is unable to make this
change we automatically cancel any authorization and the orderOur sales team has the right to refuse and/or cancel any orders if they feel that a consumer is trying to defraud usThey also have the right to refuse and/or cancel orders if a consumer becomes verbally abusive towards them before we have even processed their orderIn this case our sales team felt that it would be at the consumers benefit to purchase the product elsewhere since they were already unhappy with our policiesNo transaction took place between our company and this consumerThe order was cancelled and they were never charged

Our advertised price for the unit the customer wanted to order is $1695.00 [redacted] (pre-tax price) with tax $1835.00.
We never advertised this bike for less than the above price. This is not an...

advertising issue. This customer was trying to get a deep discount on the unit of almost $300.00. This discount was submitted to processing by a sales agent and was not approved. (Please see attached copy of order, showing the cost of the unit as $1695.00). This unit is sold on other sites for $1799.00, our company already discounts the products for as close to wholesale to customer as we can and the price the customer wanted was below the our cost from the manufacturer. (Most of the time sales are not always aware of the manufacturer cost to our company). We try our very best to past the best price from the manufacturer on to the customer but we can not sale units to customers that will cost our company more than what the customer is paying. We apologize that the customer is unhappy but this sale could not be processed at the price he created. He probably can not find it anywhere cheaper than we have it listed and that is why he filed this complaint.

[redacted],I GOT A 50.00 DOLLAR CHECK LAST WEEK FROM SAN WEST INC WITH NO EXPLANATION FROM THEM.I CASHED IT  LAST WEEK ,I ASSUME IT WILL BE GOOD.THANK YOU VERY MUCH FOR YOUR TIME HELP[NG ME. I HAVE NO FURTHER COMPLAINT WITH THEM.  THANKS,[redacted] C [redacted] SR.    [redacted]

[redacted],I GOT A 50.00 DOLLAR CHECK LAST WEEK FROM SAN WEST INC WITH NO EXPLANATION FROM THEM.I CASHED IT  LAST WEEK ,I ASSUME IT WILL BE GOOD.THANK YOU VERY MUCH FOR YOUR TIME HELP[NG ME. I HAVE NO FURTHER COMPLAINT WITH THEM.  THANKS,[redacted] C [redacted] SR.
    [redacted]

This consumer knew the price when he placed the order online himself. This complaint comes down to a he said she said issue. It was a miscommunication on both parties. When the consumer placed the order online himself, he clearing wrote in the notes of the order "if there is a difference in price please do not ship", which indicates to our processing manager that the consumer didn't fully know if that was going to be the price or not. The consumer also did not express a desired resolution in this complaint and reached out to Revdex.com to complain about nothing. He is simply mad because he didn't get the unit for a super discount. Our management team reached out to him to let him know that our discounted price of $1695.00 was the lowest online. He said he purchased it from somewhere else (probably at the full $1799.00 price). He was never charged and the order was cancelled. This complaint should be closed at this point because he was never truly a customer of ours, no transaction has taken place. There can't be a resolution to a "NO desired settlement requested" claim.

This consumer did place an order with our company on 08/21/14. When this consumer placed the order they entered a different ship to address than the credit card billing address. Per our company polices we only ship to customers credit card billing address for fraud protection. However, we do in some...

cases ship to a secondary address ONLY after the customer completes the required steps to clear the secondary address with the credit card company. Below is item 9 from our Terms of Conditions that the customer agrees to before the checkout can be completed, the items in red is the first step that needs to be completed. Orders that are submitted into our system with an address issue are not processed until the consumer contacts us with the proper documentation. Also below, available on our site at http://countyimports.com/order_progress_definitions, advises customers that if they log in to their account and if the order has not moved there is an issue with the order. When the consumer called in to check the status of their order, they were informed of the steps they needed to take to get the order processed. This consumer was to add the shipping address to the credit company as an approved shipping address and our company needed to verify with the credit card company. On or around 09/26/14 they gave our company the 800 number to the credit card company to verify the ship to address. Our customer service agent called the consumers bank on 09/26, 09/29 and finally on 10/03. The shipping address was never added to the credit card. On 10/10 consumer requested that the product to be shipped to the billing address. The order was sent to the warehouse and they reported back that the unit the consumer ordered was no longer in stock. Our warehouses have a very high turn over rate and stock on product can change day to day. Consumer was offered an alternative unit which they refused and cancelled order. Had this consumer followed the steps in the terms of condition from the beginning of the order they would have received the unit within 21 business days.
 
 
 
 
9)
APPROVAL TO PROCESS PAYMENT:
I certify that I am
the card holder who is paying for these goods. I hereby authorize
Countyimports.com |
San West, Inc. Ride House to “authorize” payment of which I have will securely
provide below. I understand providing this information is for the sole purpose
of payment for the goods I am ordering now. I
understand my payment
will first be “authorized” when my order begins to process and will be “Payment
Captured”
at the time of
shipping my merchandise per federal law. I may be contacted by Countyimports.com
| San West, Inc. Ride House accounting staff to provide further proof of
ownership of this payment. Orders shipping to a gift address will be required
to fax a copy of identification with a written request to ship to an alternate
“gift” address. I may be asked to contact my bank and add additional addresses
to my file so that Countyimports.com can safely ship my merchandise with buyer protection
always in mind. Failure to do so, may result in cancellation of my order. I
also understand Countyimports.com | San West, Inc. Ride House will not use this
information for any other use than what I have given permission for. This information
will immediately be deleted upon payment of my order by Countyimports.com | San
West, Inc. Ride House.
 
 
If it has been business 5 days and your order has not been placed in "ready to ship","complete"or "shipped"Our staff may be trying to reach you about your order! We may be having trouble collecting payment, finding a color or unit you have ordered. Please send an email to [email protected] if it has been 5 days and your order is not in one of the 3 categories above. Please do not email sales unless this is the case. You can also call our staff at 702-628-5468 anytime M-F 9-5 pst. Please remember our volume is very large during spring and summer so phone calls may bog down our system. Emails are just as easy (and actually better)

Revdex.com:
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.
Regards,
[redacted]

Customer ordered from our company on 5/27 and mailed a Cashiers Check to us. After receiving the check the customer was advised that the unit he had ordered was no longer in stock and a new shipment would arrive in a months time. Customer could have requested a refund at that time but decided he...

would wait for the new shipment. (The units in the warehouse have a very high turn over rate during our busy season. Units could be avail. one day and not the next. Since the customer paid by mailing in a check and not by credit card the unit could not be secured for inventory hold until the check was received and cleared the bank hold). As soon as the unit was available in the warehouse to ship, it was shipped to the customer. Listed on every item's page on our site is the Purchaser Responsibly (Attached below). It clearly states that the customer is purchasing this unit at a wholesale price and skipping a dealers assembly. The unit is delivered unassembled and we highly recommend in our terms that the customer have a certified mechanic assemble and do a pre driving inspection before using. If the customer skips this step and chooses to assemble themselves there is no refunds. Also available on the sites terms and conditions http://countyimports.com/terms_of_sale_and_agreement, on Item 3 (also attached below) that because we can not physically at their location to help them with diagnostic problems and they can not resolve the issue and tell us the exact parts they need for repair, they would have to take the unit to a certified mechanic for diagnostic. The warranty is a Manufactures Parts Only Warranty (which is also on our site at http://countyimports.com/standard_warranty), we are more than happy to assist customers in getting the needed parts they need from the manufacturer.  We do all the steps for the customer in the claim process, in most cases they never need to contact the manufacturer ever. However, we can file a claim unless we know the exact parts a customer needs. I have also check our warranty claim email [email protected] and do not have any record of this customers claim. Our sales department does have record of customer calling in to report and issue but he did not know what the problem was. Our sales recommended that he take the unit to a certified mechanic to find out what parts he needed for repair. Customer has not complied with this request and is trying to skip this step and file a compliant. As soon as the customer knows the parts he needs for repair we will be more than happy to get the claim submitted and the parts sent out to him. Lastly our return policy is available our site at http://countyimports.com/terms_of_sale_and_agreement (also attached below). Please instruct this customer to email our service dept at [email protected] or call 877-300-8707 ext * for further assistance.


http://countyimports.com/inc/sdetail/150cc_side_winder____power_kart_fully_autom...⇄ />
Purchaser Responsibility

 
 


 Please remember that by purchasing a ATV | GO KART online, you are responsible for performing the setup that a dealer would normally perform - such as checking the tires, hooking up the battery, checking tightness of all nuts and bolts, changing oil, etc. Although we do provide some very good information and assembly manuals; occasionally some units may need other routine items checked/adjusted such as adjusting the carburetor idle and mixture screws, checking to ensure wires are well connected, adjusting chain slack and alignment, if needed. Since you are skipping a dealer and saving over half the price of a usual retail customer, you will need to perform the final assembly (as stated above). This will take generally 30-90 minutes to perform depending on your vehicle and skill level.  While we will gladly assist you with any technical questions, we will cannot refund or exchange your unit if you cannot perform these functions or refuse to let a shop do it for you. By placing an order with CMS you agree to these terms. If you would like a dealer to perform the assistance and easy set-up for you, we have one of the only brick and mortar dealer networks to assist you with this function for a fee. Contact us with any questions.



http://countyimports.com/terms_of_sale_and_agreement
3) We do have technicians on staff to assist you with any issues that you may have with your product. Please remember that you are purchasing your item wholesale, and because we are not physically on location with you, you will need to be our eyes and hands to walk you through any warranty or technical issues and have patience. If there are any technical issues that cannot be resolved over the phone or through email then the customer will need to take the unit to a certified mechanic for diagnosis.
http://countyimports.com/standard_warranty
Warranty is effective only if: (1) The product is completely and correctly assembled by a certified automotive or motorcycle technician with documented proof of completion and PDI. (pre-delivery inspection)(2) The product is used under normal conditions for its intended purpose.(3) The product receives all necessary maintenance and adjustments. 
http://countyimports.com/terms_of_sale_and_agreement
ATV, MOPED, SCOOTER, DIRTBIKE, GO KART MOTORCYCLE RETURN POLICY:
Warning! "Manufactures defects/missing parts will only be covered the first 30 days" Then by default the warranty will take over.  There are absolutely no refunds for any fueled items or used items regardless of damage or performance, all sales are FINAL! Any unauthorized packages returned without a valid RMA number written on the exterior packaging will be refused and sent back to the customer. Freight collect and COD packages will not be accepted.

Review: On 5/26/15 I purchased a BMS PALAZZO 150 cc motor scooter for 1520.89 dollars from County Imports ,San West Inc.I called them to place the order because I wanted to find out how to apply the military discount they advertise on their web site.I talked to [redacted] a sales rep for the company and he walked me through the order process' I explained to him I am a Vietnam veteran and what I needed to do on the order to get the discount.He told me when I get to the comments box on the order form to put Military Discount, [redacted] I did this and he told me I would get a 50.00 dollar discount bringing my total to 1470.89 dollars My order ID was 58326 .As of today over a month later I have not received any discount . I have sent 3 E Mails to them dating 6/8/15 ,6/18/15and 6/26/15 requesting the discount be applied to my credit card.they never responded to any of these EMails.I called and left messages with them and they never returned my calls.2 weeks ago I called again and talked to [redacted] the sales person that did the order with and he told me the company would send me the discount ,I do not see it and do not believe it .My patentce has run out with this company . If they were really going to send me the discount they could have put it in the mail along with the papers they mailed me for title work on the scooter. My resolution to this is they pay me the 50.00 dollar discount they told me I would get.I do not want anything less or more and will chalk this up as a bad business experience with no further complaints.Desired Settlement: As explained in my complaint refund me the 50.00 dollar military discount I was promised when I placed the order,

Business

Response:

Hello [redacted],

Review: I ordered a go kart from [redacted] owned by San West Inc. I was trying to get the product delivered within a week for my son's birthday. I called the 800 number before purchasing and spoke with [redacted]. He told me that the product was in stock and would ship out the next day once the payment cleared. I wanted to use a credit card, but he said that would take 2 business days to clear, and if I wanted it shipped the next day, I needed to wire the money. He sent me the information to wire the money to San West Inc, which I did that day. The next day, I received a call from [redacted] stating that the packaging had changed on the product I ordered and the shipper wouldn't ship it outside the state. He then tried to get me to switch to a product that I didn't want. I told him that I did not want that product and I wanted a refund. He told me then that they would wire the money back to my account. I have never wired money before, so I didn't know that this was a lie, as I had not given him any account information. After the wire did not post to my account I called back. He matter of factly said "Yeah, they're not going to wire that money back to you. You'll have to just wait for a check in the mail." I have called county imports close to 100 times and now I get no answer on the sales line or the customer service line. The numer is [redacted], ext 1 is sales, ext 2 is customer service (who has yet to ever answer the phone.) It has been almost 2 weeks since the payment posted and I have not heard a word from anyone with this company. I've noticed after the fact that a lot of people have had this or similar problems with this company. I know San West is a real company, because they are publicly traded stock. But I'm not sure where else to turn. I paid $1309 and it is looking like I will never receive my money back. Please help.Desired Settlement: I just want my $1309 back. I am not worried about the wire transfer fee that I incurred. I paid for a product that they could not supply, and I just want my money back.

Business

Response:

After looking into this report it has been confirmed that this customer did make a payment to our company via the bank deposit/wire method on 01/03/2014. The unit the customer ordered has recently been modified by the manufacturer and is no longer available for drop ship delivery. Our sales department was not aware of this newly current change until after the customer made his payment. (This unit has been removed from the website). Refunds for credit card purchases are refunded with in 5 business days from the day the payment processed. Refunds for other method of payments have a hold time of approx. 7-10 business days for fraud protection. After the payment clears, a check is sent to the customer with 21 business days. The customer's bank deposit/wire has cleared the hold time and is currently processing for a full refund. Customer should receive the refund check with in 21 business days.

Review: ordered 4 wheeler for my 9 year old on 8-21-14 and waited the 21 days they say it could take at the longest then called and emailed them several times and never could get a hold of them, so once I finally got in contact with them they would say they are going to handle it right away but yet still nothing, then talked to them today and then they tell me that they do not have the model I orderedDesired Settlement: just want to have this on record so someone else does not have to waste their time with this company

Business

Response:

This consumer did place an order with our company on 08/21/14. When this consumer placed the order they entered a different ship to address than the credit card billing address. Per our company polices we only ship to customers credit card billing address for fraud protection. However, we do in some cases ship to a secondary address ONLY after the customer completes the required steps to clear the secondary address with the credit card company. Below is item 9 from our Terms of Conditions that the customer agrees to before the checkout can be completed, the items in red is the first step that needs to be completed. Orders that are submitted into our system with an address issue are not processed until the consumer contacts us with the proper documentation. Also below, available on our site at http://countyimports.com/order_progress_definitions, advises customers that if they log in to their account and if the order has not moved there is an issue with the order. When the consumer called in to check the status of their order, they were informed of the steps they needed to take to get the order processed. This consumer was to add the shipping address to the credit company as an approved shipping address and our company needed to verify with the credit card company. On or around 09/26/14 they gave our company the 800 number to the credit card company to verify the ship to address. Our customer service agent called the consumers bank on 09/26, 09/29 and finally on 10/03. The shipping address was never added to the credit card. On 10/10 consumer requested that the product to be shipped to the billing address. The order was sent to the warehouse and they reported back that the unit the consumer ordered was no longer in stock. Our warehouses have a very high turn over rate and stock on product can change day to day. Consumer was offered an alternative unit which they refused and cancelled order. Had this consumer followed the steps in the terms of condition from the beginning of the order they would have received the unit within 21 business days.

Review: I had Placed an order for a scooter from this company on 4/6/15 order went through then it was reversed. I had gotten a email stating that the billing and mailing address were not the same, and to please contact them. As I tried numerous time no body ever got back to me, I finally got a hold of someone by the name of [redacted], and I proceeded to tell him the issue and at this point I was extremely upset and he told me to try and go somewhere else. I told him I should not and did not WANT TO DO THAT AS I WANTED TO STAY WITH THE SAME COMPANY.I had then proceeded to ask if there was any discount or warranty extension or generally if there was anything that they could do for me. He had said that he would call me back in 20 minutes. Well never got a call back. I called and left mores messages, and also at that point proceeded to email as well. still no response.. Finally a couple weeks later I had ordered it again on 4/21/15. I have since that date called to check on my order and have been also checking online, it had not shipped and clearly on the website it says 5-15 business days. and this wed would have been the 15th business day. I had then called today 5/11/15 and was able to speak to someone and it was [redacted] again. I proceeded to tell him I was upset again and that I see that this happens a lot as I came across some reviews and, why this is happening and why he never called me back ect. He basically told me to go somewhere else and said that he was cancelling my order at this point. which I had never said I wanted, I had then said that I am going to be contacting the Revdex.com in regards s to this matter and company and he said call your mother I don't care. very discriminating and unprofessional. I would greatly appreciate someone getting back to me in regards to this matter.Desired Settlement: I would really love what I had ordered and it discounted, as I am sure many other people as well. Just read the reviews on rip off report and all over.

Business

Response:

This consumer placed an order in our system on 4/6. Their credit card was declined due to an address mismatch. Per our terms the consumers credit card billing address must match the shipping address. This is to protect our company and the consumer from fraud. If the consumer is unable to make this change we automatically cancel any authorization and the order. Our sales team has the right to refuse and/or cancel any orders if they feel that a consumer is trying to defraud us. They also have the right to refuse and/or cancel orders if a consumer becomes verbally abusive towards them before we have even processed their order. In this case our sales team felt that it would be at the consumers benefit to purchase the product elsewhere since they were already unhappy with our policies. No transaction took place between our company and this consumer. The order was cancelled and they were never charged.

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.

Regards,

Review: Twice was told a price for a product which they would not honor.

Business

Response:

Our advertised price for the unit the customer wanted to order is $1695.00 [redacted] (pre-tax price) with tax $1835.00.

We never advertised this bike for less than the above price. This is not an advertising issue. This customer was trying to get a deep discount on the unit of almost $300.00. This discount was submitted to processing by a sales agent and was not approved. (Please see attached copy of order, showing the cost of the unit as $1695.00). This unit is sold on other sites for $1799.00, our company already discounts the products for as close to wholesale to customer as we can and the price the customer wanted was below the our cost from the manufacturer. (Most of the time sales are not always aware of the manufacturer cost to our company). We try our very best to past the best price from the manufacturer on to the customer but we can not sale units to customers that will cost our company more than what the customer is paying. We apologize that the customer is unhappy but this sale could not be processed at the price he created. He probably can not find it anywhere cheaper than we have it listed and that is why he filed this complaint.

I got my bike from county imports awhile back before it got bought out by joyride motors. I was happy at first till my muffler fell off while I was riding it. I called them which they told me they got bought out but they would send me a new one its been 5 months calling and saying it was sent or they would send it.. to call and talk to their boss who tells me now he will pay for half and I have pay the other half I only got to ride my bike a month before all this happened and now u want me to pay $100 when all your people say it's on its way.. and not to worry about getting a lawyer cause you can afford a bigger one... needless to say I'm not happy one my bike broke in no time and then to get my part I been asking about for months I have to pay you.. you be the judge on that