The Bath Connection

Initial Business Response /* (1000, 6, 2018/01/19) */
Contact Name and Title: ***, CFO
Contact Phone: 775-852-
Contact Email: ***
Response to *** complaint to Revdex.com - Case #*** 19th January,
CartBarn has had a long and successful
partnership with the*** Commune in ***We have a longstanding relationship with ***t, the leader of this CommuneHe called us in early November to negotiate a deal on behalf of one of his members***t and *** decided upon a used Club Car XRTIt was delivered on 7th December
We did not receive any communication from *** (verbal or email) indicating that she was having issues with the cart until we received her email on 5th January - almost one month after delivering the cart, although she claims to have had issues within the first week and a half
Since receiving this email we have been in communication with ***, who has refused to allow us to pickup the cart and look at the issues and then decide what to do to help herShe only demands a refundSince ***t, the Commune leader was the person we have dealt with at all points in this transaction, except for the payment, we called and spoke to himHe thought it was perfectly reasonable for us to pick up the cart and repair itAs per our Terms and Conditions, we do not offer refunds, but we do stand by our sales with a day repair warranty - which is above and beyond the industry standard***t agreed to talk to ***Some of the delay in our communication with *** was due to waiting for ***t to talk with herHe has recently said that *** has not been fully incorporated into the Commune and he is very sorry to hear of her attitude towards the CartBarn and that he hopes her behavior and lack of reasonableness will not harm our relationship with him and the rest of* going forward
The cart was collected from*** by CartBarn on 18th January, and assessed in our shopIt has been found that the cart runs absolutely fine, with no issuesAt no point was *** safety put at risk
I would like to address each of the issues *** detailed in her complaint in turn:
1_ The enclosure was $more than initially verbally quoted, since it required a special back to fit the 4-passenger cartThis was explained to *** on the phone when she called to make payment for the cart, so she was aware in advance of payment being taken that there was a $increase over the initial quoteWe process credit cards online whilst we have the customer on the phoneWe have to type everything in manually, so we always confirm, name, card number, invoice number, amount, zip code as we go through the form, so again this would have been verified for a second time at the time of payment
2_ The batteries installed in the cart were brand new Trojan batteries, that require no maintenance until after 6-weeks have elapsed, at which point the fluid level needs checkingI have no idea what would "intuitively prompt" someone to check the levelsSince each battery has cells and there are batteries, that would be cells to checkUpon checking the battery levels on return in our shop, ALL levels in all of the batteries are the sameIf any of the batteries had been filled with water, the levels would NOT all be the sameInspection shows that the batteries have not been filled and they are still at factory levels
3_ Loose ignition - if that was the case, someone has tightened the single nut securing it, as it was not found to be at all loose when we collected the cartThis is not a safety issue
4_ Reverse buzzer - *** claims that the reversing buzzer only worked intermittently and no longer worksReverse buzzer works fine upon checking at our shop upon it's return
5_ Continuous squealing noise - Upon checking in our shop, there is no squealing noiseThe motor noise that is emitted is for a used golf cart
6_ Brakes - *** claims that the brakes do not fully stop the vehicleUpon checking the brakes when the cart returned to the shop, the brakes work fine and we were able to fully lock the brakes up.*** is hilly and when doing 19mph downhill, the cart does take time to stop - it is a golf cartSince this is ***s first vehicle of any kind, maybe she was unaware of this, but there is no problem with the brakes
7_ Enclosure - completely agree with *** regarding the enclosureThe enclosure initially arrived at CartBarn before the cart was deliveredUpon fitting we realized that the enclosure did not fit - our supplier accidentally sent an enclosure for a cart with a cargo box and not a four seater as orderedWe returned this enclosure and asked for the correct one to be sentThe replacement enclosure was shipped directly from our supplier to *** two weeks laterThis was also the wrong enclosureWe apologized for this second error and sent *** a return label to return it to us
8_ Reverse issue - *** claims that the cart wouldn't reverse, but instead went forward when reverse was selectedThis is physically impossible! The failsafe of this switch is that the cart will not move AT ALLIt physically cannot go forward if reverse is selected! Upon checking the cart on it's return to the shop, reverse function works as it should
9_ *** claims that the cart "remains un-driveableWhen our driver arrived in*** to collect, it would indeed not moveUpon lifting the seat, the cart was found to have been put into tow mode - this is a toggle switch which has to be manually movedA cart will not run in tow mode - it is used as the name suggests, just for safely towing the vehicleOnce the switched was flipped back into "run" mode, the cart drove fine and was able to be driven onto our trailerThe cart has been thoroughly tested since being returned to the shop and still runs perfectly well
At the time of Ms Defour's complaint to the Revdex.com we were still in discussions with both her and with ***t as to how to move forwardOur terms and conditions of sale are no refunds but as a reputable dealer who values it's customers, we stand by our used cart sales with a day repair warranty, which is above and beyond the industry standard*** has not been reasonable in allowing us to even pick up the cart for assessment and then discussSince we have now collected the cart and assessed that there is nothing wrong with it, as a goodwill gesture we have refunded *** the full amount paid less a $pickup fee, since there is nothing wrong with the cart, yet she is demanding a full refund which is against our terms and conditions of sale
Please find attached attached a copy of our communications with ***
Kind regards,
*** ***
CFO/ Owner
Initial Consumer Rebuttal /* (3000, 8, 2018/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that I did not contact Cart Barn with the numerous inconvenient issues with the cart as they happened over the span of the short days of owning the cart and contacted them on 1/5/when it was a major issue of being undriveableIt was at this time I realized the cart was a lemon and wanted a full refund with free pickup of the cart, not repair or replacement of the cart***t stated on the morning of 1/7/2018, "I support you in asking for a full refund" based on all the issues in the short period of timeI was not given any terms and conditions with the purchase nor given notice of warranty information until I'd sent my email on 1/5/of the list of issues with the cart and requesting a full refundOn 1/22/afternoon, ***t said, "There was no delay in communication: when Mark called regarding your complaint with the Revdex.com, I called right back." He also said on 1/22/afternoon, "I didn't realize how many issues you'd experienced with the cart."
On 1/22/afternoon, ***t said, "I can't believe safety was not at risk."
1- 11/22/evening: I received an e-receipt by email from the Cart Barn rep I'd been speaking with, Travis Babbitt, on 11/22/that listed the enclosure costing $more than the price he'd quoted during my phone purchase conversation with him earlier that dayI emailed Travis (Weds, 11/22/2017) of the discrepancy and reaffirmed my desire for the $oneI did not hear back from him until Friday, 11/24/when he e-replied that the cart requires a custom size enclosure costing $According to my credit union account statement, I was charged for the golf cart and $enclosure on 11/22/I hadn't authorized the $enclosure charge
2- 12/7/afternoon: Correction: cells, not batteries, of the cells were empty of distilled water minutes after delivery when driving the cart home from the drop off locationThe cells were the most difficult to accessI filled the batteries to appropriate levels with distilled water***t offered to check the levels twice within the short time of my ownership of the cart and topped them as needed to factory levels
3- 11/25/afternoon, and ongoing: Loose ignition by degrees1/3/morning: severely loose ignition was greater than degrees, difficulty in removing key
4- 12/8/evening: reverse buzzer not working12/11/afternoon, and ongoing: reverse buzzer not working, and not working thereafter
5- 12/7/afternoon, and ongoing: continuous squealing noise, worse with repeated use of the cart within the day*** said on 1/22/afternoon that there had been a squealing noise he'd heard from the right rear of the cart that came on after minutes of driving it
6- 12/8/morning, and ongoing: cart not able to fully stop when fully pressing down on the brake after reducing speed at plenty of distance (over yards) before the two speed bumps on the flat parts of the main road in the Village
7- ---
8- 1/3/evening: cart wouldn't reverse but rather instead drove forward when the switch was clearly in R reverseI tried this timesThe first two times, the cart drove forwardOn the 3rd time, the cart didn't move at all: it was fully charged
9- 12/23/evening: it was cold weather, the golf cart would only drive feet and then automatically stoppedThe headlights were working, the cart was in F forward, and fully chargedThe following day afternoon, when temperatures were a little warmer, it worked fine again
1/3/evening: again the cart became undriveableIt wouldn't reverse but rather instead drove forward when the switch was clearly in R reverseI tried this timesThe first two times, the cart drove forwardOn the 3rd time, the cart didn't move at all: it was fully charged
1/18/The cart was picked up by Cart Barn while I was working at another building at the village
1/22/2018, ***t stated, "I had put the cart in tow mode to save the batteries since the cart was sitting undriveable for days."
Because of all the issues with the cart and enclosure within only days of owning the golf cart, I stated in my emails on 1/5/2018, 1/9/and 1/11/that I wanted a full refund, and free pickup of the cart (1/5/email)
*** is a spiritual-based yoga and retreat center (***) where residents live and work together, and is not a communeAbout two years ago, there was a change in management at Cart Barn; there has been a positive business relationship between*** Village and Cart Barn for years with the old management***t is a resident of the village who helps people with golf cart repairs and is the person about golf carts; he's not a broker, just a friend, and not the leader of the community***t has worked on carts since Residents here at the village buy Club Cars because they are reliable and have a long lifeThis is why I bought a Club Car instead of an EasyGo or YamahaI found the cart while searching on the Internet and asked ***t as a friend with years of experience with golf carts to assist me in looking at the carts currently for sale on the webpage I was looking at and which questions to ask in my process of determining the best one to purchaseGolf carts are used around the village as personal electric vehicles, used daily to get around the village and charged every nightIt is hilly here and there are speed bumps on the flat areas of the main roadI decided on a used Club Car XRT and purchased it and an enclosure via phone on 11/22/It was delivered on 12/7/
The issues I encountered with the golf cart may not show up in Reno, NV where it's flat and has non-repeated testing over the course of a day of the functionality of various parts and switches of the cartI'm not saying that anyone who buys carts from Cart Barn would be buying a lemonI'm saying the following is my experience personally with Cart BarnIn my experience, I didn't get the customer service nor the safe and working golf cart that I'd wanted: I didn't get what I paid forI'm not wanting to put them out of businessI simply want a full refund, including no charge for the pickup of the cart on 1/18/
Final Business Response /* (1000, 12, 2018/02/13) */
Firstly this golf cart was not a Lemon - Lemon law applies only to new vehicles (this cart was a used cart) and not golf carts! I addition for reference for it to be classes as a limo the same fault has to be attempted to be repaired times - we were not even given one opportunity to repair the alleged issues
With regards to ***t, *** comment conflict with the conversation we had with himI see no point into getting into a third parties comments, unless we wish to bring him in to provide a statement
I will no be going over the issues again - CartBarn addressed them throughly in the first responseCartbarn is a reputable business and experts in the golf cart industrySome issues claimed by *** are untrue and physically cannot happenFailsafes always provide for a neutral situationAt no point was anything an actual safety issue
After returning the cart to CartBarn and reviewing it, it was subsequently sold again within a few days and no issues have been reported from the new owners
*** fails to report that she was given a full refund less a pick up fee of $on the 19th JanuaryPer section or our terms and conditions, which it is her responsibility to understand, we do not offer refunds after 48hours of placing an orderAs a gesture of goodwill, we did go beyond this and provide a refundIt is therefore reasonable to charge the standard fee to collect the cart and bring it back to CartBarn
CartBarn has had no further response to communications sent to ***
This refund shows that we have been more than reasonable and have gone beyond our terms and conditionsCartBarn determines this case as closed
Final Consumer Response /* (3000, 14, 2018/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The vehicle having numerous issues within a short time of ownership that was sold by a dealer is known by drivers to be termed a 'lemon'Since there were many issues with the vehicle within the first days, I wanted only a full refund: not a repair or replacement
The issues I encountered with the cart occurred on the following dates:
11/22/17: unauthorized $charge
12/7/17: battery cells empty of distilled water
12/9/17(correction, not 11/25/17) and ongoing: loose ignition, 1/3/severely loose ignition
12/8/17, 12/11/and ongoing: reverse safety buzzer not working
12/7/and ongoing: squealing noise
12/8/and ongoing: no complete stop when full braking on flat road
12/23/cart stopped after feet, undriveable
1/3/18: cart drove forward when in R(reverse) twice, 3rd time undriveable
It seems therefore that the failsafe switches were not functioning properlyI felt my safety was at risk
Although Cart Barn stated on 1/19/2018,
'Since we have now collected the cart and assessed that there is nothing wrong with it, as a goodwill gesture we have refunded you the full amount paid less a $pickup fee, since there is nothing wrong with the cart.' there were never, at any time, any terms or conditions given to me with the purchase
Because there were indeed the many issues with the cart as I've clearly listed in detail, I believe it fair that I be fully, completely refunded
In my experience, I didn't get the customer service nor the safe and working golf cart that I'd wanted: I didn't get what I paid forI simply want a full refund, including no charge for the pickup of the cart on 1/18/
***t gave permission on 1/29/'for me to use each of his statements' including (1/7/2018) 'I support you in asking for full refund', (1/22/2018) 'I didn't realize how many issues you'd experienced with the cart', (1/22/2018) 'squealing noise has been heard from right rear of cart after minutes of driving it', (1/22/2018) 'put cart in tow mode to save the batteries while it was sitting undriveable for days'