Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about June 16, 2022, I placed an order for several model airplane kits and sent a check for $1,075.00 for the total amount of the order. The following excerpts from his side of the email conversation document my attempts to get the order fulfilled. On June 4, nearly one year after placing the order I requested that he cancel the order and refund my payment. There is no evidence that he has partially filled the order as he claimed on August 10, 2022. I believe this is a scam and that there is no partially complete order. On August 10, 2022, he wrote: “I've made the fiberglass fuse and cut the foam cores. I still need to laser cut the wood kit. It has just been too hot to sit in the garage and cut it." On September 30, 2022, he wrote: “I've shipped 7 Mach I kits in the last few weeks. I guess I missed cutting your wood kit, I just looked and I see your glass and foam kit in the box so I just have to add the wood kit. I will work on it this weekend.” On October 30, 2022 he wrote: "I'm freezing and I'm working on the heat the last few weeks, Hopefully I can get it fixed and back on today and tomorrow I think. Your fiberglass fuse and parts are made and the wood kit needs to be cut . You are number nineteen on my list." On Jan 10, 2023 he wrote: “You are being unreasonable. You need to relax, you have nothing to worry about. This lack of heat the last 3 months has affected all of my orders and everyone else understands and is being patient while I get it repaired.” “I should have the heat on today.” On June 3, 2023 he wrote: ”I had to have surgery May 24th to remove one of my hip implants that I've had for 8 years . . . I can't walk or go up the stairs to get to my hobby shop where I build orders for the next 90 days.” On June 4, 2023 he wrote: ”Most of your order was made before my surgery. As our policy says on the end of the price list that you ordered from: All sales are final no refunds.”

  Business Response

  Date: 06/27/2023

  I sent a letter to every customer explaining that I had an infection in my hip implant and needed surgery. Every customer wished me well. This guy is trying to tell me I'm a scammer. He's sent me about 50 emails. He has nothing to worry about. I am not a scammer. I've been in business over 50 years and I've never scammed anybody. I cannot do anything until my hip is healed.
  
  All sales are final and there are no refunds. The plane is almost 65% completed. I told him when he ordered last year that there were like 60 people ahead of him and he shouldn't expect anything to happen overnight because there are multiple delays in this industry. I've told him this as nice as I can. I periodically send updates on orders as a courtesy. 
  
  I tell all my customers up front that there may be delays and if they're not okay with this, then don't order from me. Some of the materials can take two years to show up. All of my other customers understand this and compliment me on how high quality my airplanes are. He has no alternative but to wait. He will get his order. All sales are final once we start an order. I apologize for the delay but this is out of my control. 

   

  Customer Answer

  Date: 06/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  The response from *** ***** of RCAiir is inaccurate to the point of being purposeful falsehoods. Attached .docx file explains in greater detail.

  Regards,
  
  ******* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  This is my response to *** *******’s response to your inquiry regarding my complaint that RCAiir has failed to deliver my order placed June 14, 2022 and paid for by check that he received June 20,2022.

  He makes many claims in his response to you that bear no resemblance to my records. The first one is that emailed him fifty times. Here are the dates that I initiated an email exchange and the germane text from his replies.

  August 10, 2022 – In response to my inquiry as to an estimated delivery time, his response was:

  “I've made the fiberglass fuse and cut the foam cores. I still need to laser cut the wood kit. It has just been too hot to sit in the garage and cut it. However I work every day in the cool morning hours and will cut it in the next week.”

  September 30, 2022 – Again, I inquired about a delivery time, many weeks after “next week” and the response was:

  “I guess I missed cutting your wood kit,  I just looked and I see your glass and foam kit in the box so I just have to add the wood kit.  I will work on it this weekend.”

  October 30, 2022 – I inquired again and questioned whether this was a scam. His response was:

  “It's no scam what makes you say a thing like that? 

  I've sold thousands of kits and only recently has it been taking months to ship some orders.  Everybody has gotten their kits that they order for the last 20 years. You have nothing to worry about.

   

  It's just very busy with Christmas nearing, I have hundreds of orders and no help since the Covid thing hit everyone that was here went back East to their families.

   

  I'm going a bit slower because in the last months of Summer my AC quit getting Cold and last March my Heat quit which I didn't think about when it was hot but now it's Cold. I'm freezing and I'm working on the heat the last few weeks, Everything was Backordered for many months but has now arrived. Hopefully I can get it fixed and back on today and tomorrow I think. 

  Your fiberglass fuse and parts are made and the wood kit needs to be cut . As soon as I get the heat fix I will be working on kits again. you are number nineteen on my list, out of over a hundred orders. So you see I have already done about half of your order.”

   

  January 12, 2023 -  I sent this inquiry: ”Too much time has passed for legitimate excuses. By the end of next week (Jan 20) either I have a tracking number or a refund check. Lacking either one of those, I will file a complaint with the Grand Junction BBB. Your choice.”

   

  His response was: “I am working on my heating again today, as I explained to you before and it has been a nightmare for me freezing since October 15th when the snows started here. Getting parts has also been time consuming. None of the store in town have any of the parts I needed and I have had to order and wait for everything. I ordered the main water tank last March and it only came in the beginning of December because it was backordered.

   

   You are being unreasonable. You need to relax, you have nothing to worry about. This lack of heat the last 3 months has affected all of my orders, over fifty others, and everyone else understands and is being patient while I get it repaired.

   

  I should have the heat on today, I have had to order parts several times thinking it was all fixed, only for something else to leak and these last few dielectric unions that were just delivered were the only places leaking the last time I filled the system with water to test it.”

   

  As you can see, I initiated an email exchange a total of four times, a far cry from fifty. Also, a month or more had elapsed between each one and nothing since January of this year. After each exchange that I initiated, there were only one or two responses each way.

   

  Note that he never claims any supply chain issues except for his home HVAC and only references orders ahead of me in the Oct 30, 2022 email. Somehow, my order went from sitting in front of him in early September to number 19 in late October. He has been in business either twenty or fifty years. It was too hot to work on August 10 and too cold on October 15. What did he do between January 12, 2023 and his email to me dated June 4? In the October email he claims more than one hundred outstanding orders and in January fifty. He also claims that he has been unable to work during that time.

   

  There are too many excuses and inconsistencies. He claims that he cannot refund my money. He is the sole proprietor; he can do whatever he wants. Any legitimate business would not hesitate to refund a customer if unable to fulfill the order. This has gone on for over a year.

   

  I truly don’t know what else to say. If required, I can provide the full text of each email.

   

  Thank you for your assistance. Next stop: ******** ******** ******* ***** *****

   

  Sincerely,

   

                  ******* ** *******                 *********************

   

  Business Response

  Date: 07/18/2023

  I've emailed ******* many many times and sent him updates. I told him I would ship him one of the two kits he ordered last june. and the second kit when it is ***e after my second surgery Aug.16th, and I recover. 
  
  He was told everything all along.  but chooses to have a fantasy that he has been conned. Nothing could be further from the truth.
  
  Today he agreed to that.
  He has from the beginning, June 2oth when he ordered, told me that he is in no hurry!
  
  That's about it. 

   

  ****** ******* ***********************
  Mon, Jun 13, 2022, 11:46 AM
  
  to me
  
  Hi ***,
   
      Thank you for sending your price list this past February. Your offerings are a dream come true for a fan of the 60s and 70s pattern airplanes.
   
      I would like to order two full kits for Norm Page’s Mach-1, one fiberglass fuselage (with wood pack) and one all wood. AAA balsa is more than adequate.
   
      I would prefer to pay with personal check. Since I am in no hurry for these you can wait for the check to clear before assembling the kits. Be generous in calculating the shipping charge. I would prefer that you have a few dollars left over rather than a back and forth to make up a shortage. Shipping address is: ******* *******, ***** * ***** ** ********* **  ****** ***** ******** *** ***** ******** ***.
   
      Thank you for making these great planes available.
   
      Sincerely,
   
      ******* *******
  <*****************
  *** 
  Mon, Jun 13, 2022, 5:01 PM
  
  to *******
  
  
  For the first kit :
  Are you wanting the Fiberglass fuse with foam cores sht kit with a wood pack, or the fiberglass fuse with wood wing &  stab sht kit  with wood pack?
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******

   

  ******* ******* ***********************
  Mon, Jun 13, 2022, 6:28 PM
  
  to me
  
  Hi ***,
   
      Yes, the fiberglass fuselage with the foam wing and stab. Please confirm that the wood kit is with wood wing and stab. I actually have foam wing and stab cores so a full wood kit would give me the option of either or both wood and foam wings.
   
      Thanks,
   
      *******
  

   

  *** <****************>
  Mon, Jun 13, 2022, 7:16 PM
  
  to *******
  
  ok, 
  
  First plane:
  Mach 1  fiberglass and foam short kit                              $285.00 
  wood pack                                                                     175.00
  S&H                                                                               110.00
                                                                                      570.00
  
  second plane:
  
  Mach 1 Wood kit with clear canopy                                 $395.00
  S&H                                                                              110.00
                                                                                    $505.00
  
  
  Total paid by check  is      $1,075.00
  
  
  
  
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******

  *** <****************>
  Mon, Jun 13, 2022, 7:20 PM
  
  to *******
  
  oops I see the feb list the wood pack is 10.00 less
  
  First plane:
  Mach 1  fiberglass and foam short kit                              $285.00 
  wood pack                                                                     165.00
  S&H                                                                               110.00
                                                                                      560.00
  
  second plane:
  
  Mach 1 Wood kit with clear canopy                                 $395.00
  S&H                                                                              110.00
                                                                                    $505.00
  
  
  Total paid by check  is      $1,065.00
  
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******
  
  
  *** <****************>
  Mon, Jun 13, 2022, 7:24 PM
  
  to *******
  
  I guess you'd need my address if paying by check;
  
  make it payable to :
  
  *** *******
  *** ** *** ***** ********* ** *****
  
  
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******

  
  ******* ******* ***********************
  Mon, Jun 13, 2022, 9:26 PM
  
  to me
  
  Hi ***,
   
      Thanks for the info and February pricing. I’ll get the check out in the next day or so.
   
      I have some GJ history and some friends from high school still live in the area.
   

  
  *** <****************>
  Sat, Jun 18, 2022, 7:09 AM
  
  to *******
  
  Did you mail the ck?
  
  
  
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******
  
  
  ******* ******* <**********************
  Sat, Jun 18, 2022, 9:54 AM
  
  to me
  
  Yes, you should have it by today. It went out Tuesday. We are out in the country and mail takes a day longer coming and going. The **** promised a slowdown and they seem to be honoring their promise.

  ******* ******* ***********************
  Aug 10, 2022, 2:21 PM
  
  to me
  
  Hi ***,
   
      I know that I mentioned that I was in no rush for the kits ordered. That is still true but could you give me an estimated delivery? I assume that you make/assemble each kit to order as opposed to “in stock” so I understand the time involved.
   
      Thank you for your prompt response.
   
      Sincerely,
   
      ******* *******

  
  *** <****************>
  Aug 10, 2022, 2:43 PM
  
  to *******
  
  I've made the fiberglass fuse and cut the foam cores. I still need to laser cut the wood kit.  
  
  It has just been too hot to sit in the garage and cut it.
   However I work every day in the cool morning hours and will cut it in the next week.
  
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******

  
  ******* ******* ***********************
  Aug 10, 2022, 2:58 PM
  
  to me
  
  Thanks for the update. As I said, no rush. Drop me a note when you are done.
   
  *******

  
  ******* ******* <**********************
  Sep 30, 2022, 10:03 AM
  
  to me
  
  Hi ***,
   
      How are you progressing on my kit order? By my count, we are six weeks past your “one more week” ETA.
   
      Thanks,
  

  
  *** <****************>
  Sep 30, 2022, 3:57 PM
  
  to *******
  
  I've shipped 7 Mach I kits in the last few weeks. I guess I missed cutting your wood kit,  I just looked and I see your glass and foam kit in the box so I just have to add the wood kit.  I will work on it this weekend. 
  
  
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******

   

  ******* ******* ***********************
  Oct 29, 2022, 9:18 PM
  
  to me
  
  ***,
   
      Still no kit arrival. No more excuses. This is starting to smell like a scam. Please prove me wrong.
  

   

  *** <****************>
  Oct 30, 2022, 8:59 AM
  
  to *******
  
  It's no scam what makes you say a thing like that? 
  I've sold thousands of kits and only recently has it been taking months to ship some orders.  Everybody has gotten their kits that they order for the last 20 years. You have nothing to worry about. 
  
  It's just very busy with Christmas nearing, I have hundreds of orders and no help since the Covid thing hit everyone that was here went back East to their families.
  
  I'm going a bit slower because in the last months of Summer my AC quit getting Cold and last March my Heat quit which I didn't think about when it was hot but now it's Cold. 
  I'm freezing and I'm working on  the heat the last few weeks, Everything was Backordered for many months but has now arrived.
  Hopefully I can get it fixed and back on today and tomorrow I think. 
  
  Your fiberglass fuse and parts are made and the wood kit needs to be cut . As soon as I get the heat fix I will be working on kits again. you are number nineteen on my list, out of over a hundred orders. So you see I have already ***e about half of your order.
  
   The recent snow we had was heavy and broke trees and bent others all the way to the grown. It's been very cold since that storm hit.
  
  
  
  **************** - Custom kits, Parts & Accessories for R/C Aircraft
   
  Best Regards
  *** *******

   

  
  R

  Customer Answer

  Date: 07/21/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I still have not received any part of my order or even a tracking number to indicate that any part of my order has been shipped. I will not consider this matter settled until I have received all of my order. Mr. ******* has had over $1,000 of my money for over a year and I have received nothing but excuses.
  
  Regards,
  
  ******* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 07/24/2023

  Wing Cores
  
   
  
  We cut foam cores for more than  a hundred models. We use 1lb. foam for all the cores. They are CNC cut.
  
   
  
  Plane and Parts Contributors
  
   
  
  Thanks to those that have loaned or given your parts and planes to me. Without you, none of this would have been possible.
  
  All the parts and short kits are offered at the lowest prices possible. To date the efforts had been to save these great pattern planes. So far I’ve invested my time and money into making all the molds.
  
  If you have a plane that you think may be a keeper and would like to see it saved, send me an email at **************** and we can talk about it.
  
   
  
  INFORMATION
  
  
  ·                      Fuselages and parts are made to order with West Systems Epoxy Resin.
  
  ·                     Building notes come with some kits if I have them. If you need advice, ask all the questions you need and I will     help you any way I can.
  
  ·                     All foam cores are CNC feather cut from One pound foam.
  
  ·                 Canopies are made with .020”, 030” & .040” PETG plastic depending on the size.
  
  ·                      Short kits are priced based on the number of parts included and adding the wood pack makes it a full kit - less hardware.
  
  ·                      Short kits, wood kits, full kits & parts are .60 sized unless noted otherwise.
  
  ·                      Wood packs with AAA Balsa are $135.00 for most of the Classic Pattern Short kits, it has all the plywood and balsa required to complete the short kit. Some exceptions for a few of the larger models may be priced slightly higher. Balsa prices are all over the place and may change monthly.
  
  ·                       Wood packs with Contest Balsa sheeting are - $165.00 for most Classic Pattern kits, it has all the plywood and balsa required to complete the kit.
  
  ·                       Wood laser cut kits, the average cost for adding Contest Sheeting to the kit is $45.00. (prices vary on kits)
  
  ·                      Most of the Classic Pattern kits are or will be available in wood laser cut versions. If you want more info please ask.
  
  Shipping Quotes
  
  E-mail me your shipping address and what you want to order and I will give you a total.
  
  Usually for most of the short kits or full kits we can Ship ****, ***** or *** within the U.S.A. lower 48 states with insurance for around $105.00 to the East coast and around $85.00 to the States on the West Coast. The **** Rates increase went into effect in Feb, 2022.  We make you a quote given to us from the ****, ***** or *** websites, for the most part these estimates are accurate. However on occasion we have been charged differently at the Post Office when the order is actually shipped and you will be liable to us for the difference in cost. We make no profit on shipping and make every effort to give you the lowest price we can find. Each order is unique and we do our best to guess the box size and weight for the finished order packed and ready to ship. The post office has many break points where an inch here and there can make a difference is the cost to ship. Some International shipping quotes from **** limit the insurance amount and many times it does not cover the full value of the order. In this case we must select a shipper that does cover the full value and it may be higher than **** International.
  
  Shipping
  
  We ship Worldwide. We ship the most affordable method to your area & insure all shipments. If you receive a damaged package please report it to us immediately and save all packing etc. Take photos and send them to us showing all damage to the exterior of the package and the contents. This is very important. If you wish expedited shipping, please specify at the time you request a quote. You may request to use any shipper that you like.   We mostly quote **** because they are the least expensive choice.            
  
  Handling
  
  This is $25.00 per box for most Short Kits and Full kits.  $50.00 for two box larger kits.
  
  It is for the cost of a box or boxes used, labor and packing supplies. For smaller parts the handling is free if we have a box or can use a **** supplied box there is no fee. We are covering the cost to package only.
  
  Purchase Policy
  
  Buy ordering any kit from me you are making an agreement that the products you are purchasing are for your personal use. You may not reproduce any item for commercial sales. All of our products are our property copyrighted. You also may not post our plans on forums or any other site.
  
        
  
                                                                                                               Insurance
  
  Insurance cost is added to all shipments. It is approximately $9.95 U.S. dollars on a kit and less on smaller items. If not insured it just seems like something always gets damaged or lost by ****.
  
  International shipping Insurance varies by shipper and country. International orders to some countries have limits of $600.00 insurance and if you have ordered a more expensive kit it may require us to quote the shipping from *****, ***, ***, or someone else in order to get the insurance to cover the full price of your order.
  
  Purchase Policy
  
  By placing an order you are confirming you have read, understood, and agreed to the terms and conditions.
  
  These plans, instructions and parts are provided as a resource for you to build our kits. You agree not to copy, reproduce, distribute or publish these copyrighted instructions, plans, kits and parts in any way without expressed written permission, nor link to them from any other website without written authorization to do so. By ordering any kit from me you are agreeing that the products you are purchasing are for your personal use. You may not reproduce any item for commercial sales. All of our products are our property, copyrighted. You also may not post our plans on forums or any other site.
  
   Our Refund Policy
  
  All sales on all kits and parts that are made to order are final. All kits and parts are custom made when you place your order. If we have made parts or spent time on the computer files, drawings, printed plans or ordered materials for your order we do not give refunds. Delays from suppliers cannot be predicted and we have had months of delays in the past with Balsa orders. We deal with multiple suppliers for our wood and do our very best to replenish our Balsa inventory long before it is depleted. ****** does not cover our orders because they are CUSTOM MADE. If you open a case and we receive any ****** fees, their new policy, you will be liable for them.
  
  Time Estimates to make your Order
  
  We make our best guess to give you a realistic time to make your kit and ship it. However life does happen and we may experience delays from our suppliers, unexpected machinery breakdowns or maintenance delays, labor issues, you name it, it has happened. So please be understanding and wait. We make orders as they are received.
  
  Payment Options
  
  •       Payment can be made by personal check for Domestic Orders.
  
  (Please allow time for the check to clear the Bank if using this option. It usually takes ten business days.)
  
  •     Payment can be made by **** Money Order (same as cash).
  
  •       Payment can be made by ******. Add $ .30 plus 3.5% to your Domestic order. Add $2.00 plus 4.5% to all International Orders. We include an        estimation of these fees in our quote to you in the category of handling. 
  
  •       Our ****** account:     ****************
  
  •       Prices are plus Shipping, Handling & Insurance.
  
  •       Prices are subject to change monthly.
  
   
  
   
  
  Thanks for Looking
  
  If you don't see what you want please ask.
  
  I have dozens of kits & 1,000’s of parts and about 700 plans
  
  that aren't listed yet while we are building on to our new larger shop!