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Review 2/12/2009
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I wish I had checked bbb.org to see the “F” rating this company has and complaints against them or even seen the previous review of this company before ordering from this company. I strongly recommend NOT doing business with this company. What I thought would be a simple transaction and a great present for my child has turned out to be one of the most stressful experiences I ever had with any company or maybe anyone.
Here is my experience:
I purchased an ATV online from ATVSWHOLESALE.COM 12/16/2008 for $399. The item was delivered on 12/24/2008. I inspected the item when I got home and saw that it was damaged. I contacted the seller and UPS on 12/24/2008 to report the damage. UPS scheduled a damage inspection for 1-2 business days and I was told by seller to send pictures of the damage to the seller which I did to Bre@JONWAYAMERICA.COM .
In my email I included pictures and description of the damages email shown below:
“To: Bre@jonwayamerica.com
Message contains attachments
100_1416.jpg (1180KB), 100_1403.jpg (1052KB), 100_1418.jpg (1060KB), 100_1419.jpg (621KB), 100_1408.jpg (1092KB)
Hi,
My name is *** *****, my order number is yhst-*************-****. I ordered an ATV on Tuesday Dec 16 2008 it was delivered today by UPS (Tracking Number 1Z xxx xxx xx xxxx xxxx).
I was extremely happy to receive the item today; however, there is a significant amount of damage to the ATV (mainly the front). I called the customer service number which was closed today but given your email address to report this issue.
Just looking at the ATV, here are some of the damage I saw:
1. the two front wheels flipped to the side
2. there where three pieces of the ATV
3. tires touching metal in wheel well
4. front frame/crossbar touching the ground
5. back reflector broken off
I tried taking pictures of what I saw. See attached images. I have additional pictures.
Contact me at anytime xxx-xxx-xxxx or xxx-xxx-xxxx.
Thank You,
*** *****.”
UPS up the item 12/29/2008, inspected the item confirmed the damages and shipped back to seller.
I contacted the seller (ATVSWHOLESALE.COM) at (323) 588-2000 again on 12/29/2008. I spoke with Bre, I explained that I had sent an email with images and description as requested and that UPS had scheduled the damage inspection. She had indicated that she would be contacting me within 2 hours with a tracking number for a replacement.
After about 5 hours and not receiving a call back I called Bre and was told she is on the other line did I want to leave a message I said I would hold. I was on hold for almost 1 hour then someone picked up and asked if I was sure I didn’t want to leave a message again I wanted but after maybe 10 minutes someone forwarded the call to voicemail. I called back moments later and was told that Bre was not in today I said I know she is in today because I spoke to her earlier then I was told she left for earlier in the day to which I indicated I was on hold for her and up to 10 minutes before she was there; anyway, I said I would call back.
I called back later that day and got Bre who said she was working with UPS to resolve the issue and would get back to me. The next day I called back and was told a replacement would not be sent to me because according to the seller indicating UPS said the item was not damaged but I refused the item; however, once I indicated I was in contact with UPS and was aware UPS confirmed damages and had contacted them that story changed.
Anyway, after some back and forth with the seller a replacement was sent out on 1/5/2009 which was delivered on 1/12/2009. I inspected the package as soon as I came home from work and saw that the item was damaged. Again I contacted the seller and UPS on 1/12/2009 to report damage. UPS indicated they would perform a damage inspection within 1-2 business day(s) and the seller asked me to email pictures of the damages to Tom@JONWAYAMERICA.COM which I did on 1/12/2009.
“To: tom@jonwayamerica.com
Cc: xxxxxx@gmail.com
Hi,
My name is *** *****, my invoice number is xxxx (Tracking Number 1Z xxx xxx xx xxxx xxxx). I ordered an ATV on Tuesday Dec 16 2008 it was delivered damaged, I was sent a replacement which is I received today; unfortunately the replacement is also damaged. After contacting you I contacted UPS to inform them of the damage also.
Again most of the damage is mainly the front. Here are the pictures as you requested.
I did not unpack the items completely but looking at the ATV some of the damages appears to be the same or close to item before.
1. the two front wheels flipped to the side
2. tires touching metal in wheel well
3. front frame/crossbar close/touching the ground
4. damage to the front left rim
See attached images.
Contact me at anytime xxx-xxx-xxxx or xxx-xxx-xxxx.
Thank You,
*** *****.”
I contacted the seller again on 1/13/2009 and was told that they were willing to pay for repairs. Bre, a representative with this company, said that I was not the only customer experiencing this kind of issue; however, they were losing their claims with UPS. I indicated that I purchased a new item, not used or damaged and would not accept damaged product. The damages are structural and significant therefore I can't see why any person would or should accept this.
Since there was nothing indicating I could not obtain a refund, I requested a refund at which point Bre indicated she needed to speak to her boss then a male came on the phone and I was told one would not be issued. He indicated I should find an ATV dealer in my area and they would pay for all repairs. I told him first I do not want a damaged ATV and second there were no ATV dealers in my area. Even though I insisted I wanted to return this item he looked up dealers in my area and of course confirmed there was none. He then said I could take it to a auto mechanic who could probably fix it and they would pay. I said no he can take the damaged item and fix it if he wanted to.
I asked on their policy regarding items damaged upon arrival (which is basically, report damages to UPS then contact seller then damaged item would be picked up and returned to seller) and was told I was not listening to their suggestion of getting the item repaired so there was nothing they would do for me. Also, if the item damaged during delivery was returned as policy indicated it should they would not accept the return. UPS has picked up and inspected the package, confirmed the damages on 1/14/2009 and has shipped the item back to the seller.
The ATV was returned to the seller and signed for by Esparanza on 1/21/2009 at 9:31AM; however, to this point I have not heard from nor received a refund from this seller. I would still like my refund from ATVSWHOLESALE.COM or Metro MotorSports whatever their name is this week.
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