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:06/19/2023

  Type:Sales and Advertising 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 Friday June 16, 2023, I entered into an agreement with ****** from Matts Custom Golf Carts located at ************************************************************************. He quoted me the price of ****** to pick up the golf cart and install 6 batteries. The date of pickup was Monday June 19, 2023. I had a representative physically go into the store and discuss these specifics while I was on speaker phone with ******. The important issue discussed was that the cart would be ready in 2 or 3 days or within the week at the latest from pickup on Monday, June 19, 2023. The urgency of the job completion date was repeated several times because ****** and his manager were told I would be leaving ******* next week!!!!AFTER AGREEING TO THE ***** AND SPECIFICS OF THE AGREEMENT AND GIVING ALL OF MY BILLING INFORMATION, the call concluded.However, on todays date Saturday, June 17, 2023, ****** called and said his manager had changed the agreement and wanted an additional $100 to do the job! I was not given the managers name or reason to violate the contract.,

  

  Business Response

  Date: 06/19/2023

  This is completely false. I was in the office when a gentleman came into the office and put his friend on speakerphone. The customer was saying rude remarks and then would laugh, she did this for several minutes. She wanted us to install a set of 6v batteries at her house. We told the customer the price of the batteries plus, labor, and onsite service call.  She began to strong arm ***** and DEMANDING that she get a discount because she's a judge in ******* and a first responder. ***** was not aware that we don't do discounts on batteries. Nevertheless, he did, he discounted the service call and labor. Customer informed us she was going back Wednesday the following week.  We advised her that we can do an on-site install on Monday. She then said that he was trying to hustle her out of money. When he asked how am I hustling you out of money? She claimed that we were charging labor and service fee. Which we normally do, however, she had managed to confuse ***** and he waived those fees.   

  We never took her billing information, we simply took her address, name and number for our records, so we knew where to send our driver. We never discussed picking up her cart due to our driver is out for medical reasons. We were only offering an onsite install. Customer called Saturday and began to say she needed her cart back Wednesday and we explained again that we would not be picking up her cart and would do on site only. We then asked customer if she still wanted us to come out Monday. 

  ***** advised customer that had forgot to add the $9.00 in solid waste fee's (state fees for batteries) and Customer said that her husband only sent her so much money and we had to eat that as well as the labor and trip charge. Customer was basically wanting us to drive there and install batteries at the pick-up price. Due to ***** being confused and not knowing how to handle the situation, we were going to honor it. 

  When ***** told customer new price that include the $9.00, customer became very irate again with ***** and was actually threatening to report him to the police. ***** being a minor, was scared and came running into my office with the customer on speakerphone again and I could hear her yelling from across the offices. He had customer on mute and with big, scared eyes, asked what should he do? I could hear the customer saying again I'm going to report you to the police department, I have all your information, DL number and I will get the owners business license taken away. That we should expect the authorities soon.  At this point, I advised ***** to end the phone call. ***** remained calm and waited for her to stop threatening and he said Ms. **** I have to end this phone call. She kept saying that she had all her phone calls with ***** recorded and wasn't afraid to use them against him.

  I advised my staff at that moment that I was refusing service for this customer due to her aggressive behavior. I then immediately emailed the owner and General Manager the situation. I have that email time stamped on June 17th 2023 at 1:10pm.

   

  I do not feel that this complaint is accurate at all. We went above and beyond for this customer. I am still standing behind on my decision not to do business with this customer due to how my employees were treated. Were sorry that we couldn't do business with this customer. 

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair 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 March 29, I called ****'s for warranty repair on my 2023 Evolution golf cart. They said I could bring it in. The next day, when I brought it in, they stated they weren't doing warranty repairs unless I would pay them their normal labor and material rates. When I asked why, they stated they weren't doing warranty work at this time. They are an authorized Evolution dealer, so I need them to do the repair as per warranty criteria.

  

  Business Response

  Date: 04/06/2023

  Hello, ***************** 

  I spoke with my manager of the store, and she explained that you brought your 2023 Evolution in for warranty repairs. She asked did you purchase the cart from ** since we couldn't find you in our system. You informed her that you DID NOT purchase the Evolution from us.  You purchased it from another dealership in *******. She explained that we can work on your cart, but you will be responsible for labor and any parts due to your cart was not purchased from my dealership. We do warranty our customers carts who purchased from either of our locations. I don't think it's fair that you put a complaint against us, when we didn't sell you the cart. This is why we stress to our customers that wherever you purchase your cart from is where it needs to be serviced and warrantied. I'm sorry that your dealer did not explain this to you. We care about our customers and make sure we educate them. I hope you reconsider your complaint against us, since we did nothing wrong. 

   

  Thanks,

  Miki 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19904436
  
  I am rejecting this response because:

  When you contracted with Evolution, you signed an agreement with them that stated you will do warranty repairs on their manufactured carts, regardless of where it was purchased. You seem to act as if I've slighted you. The reason I bought my cart in ********** is that this is my seventh purchase from my hometown dealer who has given great service, and not because it was cheaper. I had no idea this cart would be a problem, and if I knew of you first, I'd have bought a cart from you instead. The other problem is that the lady who answered the phone told me I could bring it anytime. Loading was quite difficult, and when I did bring it in, a different lady said "tough luck, we won't service your cart unless you pay us"...despite the fact that you are contractually obligated to make repairs with Evolution.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/19/2023

  Unfortunately, Evolution doesn't pay ** for warranty work. We only service what we sell. We would be more than happy to work on yours, but you will have to pay ** to work on it. Evolution is in agreement with our statement and company policy. I'm sorry you had a hard time loading your cart, but I can't imagine my staff telling you "Tough luck". Just so your aware in the future. Where you purchase your cart is where you need to have it serviced or for warranty issues. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19904436
  
  I am rejecting this response because: Did not perform warranty work as required by Evolution Company
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/22/2022

  Type:Product 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.

  I purchased a new golf cart from Matt's carts in January . The cost was over eleven thousand dollars . Within a couple of months the cart was making noises from underneath the cart . I notified ****'s. They came out picked it up told me that I needed a new rear end . It was defective and under warranty . They returned the cart , told me that they would order the needed part . Also charged me seventy five dollars for the pick up and return of a cart under warranty .
  That was three to four months ago . I have communicated with them a few times over that period and we are no closer to having the cart repaired now than we were back then . Their response has been that they are having trouble communicating with the manufacturer .
  I have tried unsuccessfully to contact the manufacturer on my own . They do not respond to any type of contact attempts. The name of the company is Evolution . They have offices listed in Orlando . Their main headquarters is in California.
  Can you please help me get my cart fixed ? I spent a lot of money and Matt's carts is not helping at all . Oh yes , they're nice as can be on the phone and I even stopped by in person . But they won't respond to anything by writing back and like I stated we're no closer to having my cart fixed today than we were four months ago . In my opinion these people at Matt's carts are professional scammers . I would like the cart repaired NOW or replaced with a new one . And my seventy five dollars back . If something is under warranty and pretty much brand new I shouldn't be charged anything for resolving the problem . Thank you

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Mr. ******,
  
  Your rear end was ordered when your cart came into our shop. As we explained, it can take time to get certain parts. As this isn't a common issue, they didn't have it in stock. I'm sorry for the inconvenience and sorry for the lack of communication. Per Evolution, they are shipping your part tomorrow and we should have it in the next few days. I will make sure your cart is a priority. Thank you for your understanding. I can promise you we are not scammers. We are a husband and wife ran business and we try our best. When it comes to parts, right now in the world were in, We are seeing more of a wait for parts than we were before covid. I waited 5 months for a part for my truck for a warranty issues. I understand your frustration. We will call you to schedule your cart to be picked up this time at no charge so please make sure you and your family aren't using it that day.
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Any form of communication is a start . It was a nice letter , but here we are one week later with no results .
  
  
  Business Response /* (4000, 12, 2022/08/22) */
  Evolution got us your rear end. As your aware, your cart was fixed and will be delivered Friday. We appreciate your patience.
  
  Thank you for your understanding.
  
  Miki
  
  
  Consumer Response /* (3000, 14, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  this case was opened on 7/25 . It is now 8/23 . Aside from the communication , the only thing that I know for sure is that they have picked up the cart from me . I received a call yesterday telling me that I should not expect the return of my cart anytime this week . PRIORITY?
  
  
  Business Response /* (4000, 16, 2022/08/23) */
  Our customers are always a priority. Your claim was opened 07/25/2022 we didn't have your rear end in stock, It's not a common part. We expedited your part and within 3 weeks we had it. Normally parts can take up to 6 weeks. I feel like we did do a good job. I understand your frustration. As your aware, our driver is out sick and that is out of our control. We just ask for you to have a little more patience with us. We are trying our very best. Thank you for your understanding.
  
  Miki