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:07/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Don't think i'll be back. They marred the c*** out of my revolver's finish, they were always incredibly rude on the phone. Wait time wasn't terrible, but for the wait and price i had to cough up for what was done i'd say it was very highly prized, especially given they destroyed my revolver's finish, but they did fix the revolver and it fires again fine now. Took over a month, and i called once a wk to ask for an update and always got treated like i was a burden. did not feel welcome or like i was a valued customer either..i used a mail in service, so i can't comment on any in person services or purchases, but 170$ to fix a s**** and ejector rod is high, when you add on a 200$ refinish that is now needed it's definitely not worth it. I'll look into my options for a refund or credit as my finish was damaged and scratched all to pieces.

  Business Response

  Date: 07/10/2024

  
  Hello ****, I am sorry to read this review as I felt that we had worked hard to get that revolver back to working order for you. First however, I would like to apologize for the phone error, it seemed the miscommunication was in that it was sent in under January,but when asked for updates for **** there was some confusion, so I apologize on behalf of myself all of the staff for that misunderstanding. I am glad that it does indeed work now and did not see any issue upon sending it back to you where you are stating that finish is ruined. I would like to address these concerns as if any error was made on our behalf, we will stand behind that and of course make it right. I tried to call and left a message but did see a BBB complaint was already formed -which is my first one and I am unsure of that process so will move forward from there. We always try to do the right thing and the best work for our customers and hope that we can solve this. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21951714
  
  I am rejecting this response because:

   

  Yes I had some finish wear, on the cylinder and right side plate, however the wear on the left side plate and barrel is new and looks identical to a clamp from a vice and steel tools.

  I was given extremely poor communication, and I can understand some given I accidently gave my girlfriends name. That should have been cleared up. I was never given a quote or told before any work, just when it was completely finished. I would have appreciated a heads up because I was able to find a ejector rod that fit, and it was alot less than 170$. If there was better communication I could have got it to you.

   

  i hope we can meet some type of in the middle agreement because my finish on the left side of my revolver which was fine is marred and I'll include pictures in my next message, before and after.
  

   

  I tried to reach out again today and was told to expect a call back sometime
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/23/2024

  Hello ****!
  Yes! The pictures with time stamps would be helpful! I want to make this right! But for now, addressing this issue- see below and attached correspondence.
  First again, I apologize for your experience and miscommunication, as most times we receive work as we did in this case with instructions to make the gun work, not knowing all what that will entail until we really dig in. Because of this, we try not to provide quotes on jobs typically of this nature- just the updates and take it job by job as they differ- and with the older guns it is virtually impossible to charge hourly on part fabrication, most places are at least 85 $-100$ for that (Then the bill would have been much higher!) since we could have to fabricate or define or source parts, and yes, as you know those older parts take time and money to find and are not easy or cheap to get and obviously I cannot charge so much for time as we try to keep our pricing and work very competitive and reasonable.
  In addition to the above info, upon speaking with the gunsmith he noted that no vise was used in the process- as we take these complaints very seriously, as you see this is my first and only bad BBB review, and of course want the customers to be happy with the work!
  To go through these line by line, we have attached the original invoice, (it is my original copy so ignore the chicken scratch!) the entire total was 176$ and no ejector rod was replaced,we were able to reassemble them back to a useable position, so would not have needed that part.
  The breakdown is as follows:we addressed the issue/issues, completed the reliability check and diagnosis and after calling Taurus offered the options to you for a replacement gun for $300.After speaking with you, you advised you wanted to fix this one and not take the replacement and we advised ****** had no parts as you already know and we would have to make what we had work. At this point, this investigation and work is free.
  After we spoke, we proceeded with this instruction as guidance and recommended working with what parts we had to either fabricate or make the ejector rod or completely fix it and had to replace old screws to fit, as well as a side plate s**** This involves a full reassemble and disassemble, a diagnosis and meeting with the gunsmith and NRA instructor who will fire it, as well as discovery as there is little to no info on this gun let alone finding parts or schematics. At this time, after that work was done, we asked for grips to be sent which you did so we could test fire. That breakdown is as follows- $16 for the side plate screw, see attached Numrich receipt,my cost $10.43, retail 16$, 2 hours of labor @ 55$ an hour to go through and make all the internals work and replace the screws fix ejector issue and total time disassemble, and reassemble. And then finally $25 to test fire, for instructor time and ammo and then 25$ for the shipping and insurance and signature.
  We hope this breakdown provides clarification and would appreciate if we kept all communication here on this platform instead of all over the place like calls or emails so it is all stated in one spot. We again apologize and how we can come to an agreement,like possibly refinishing the gun at cost pricing would that be acceptable? Let me know as you asked about how much refinishing would be anyhow, that might be an acceptable solution ??
  Thanks! 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21951714
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  This just goes again to show how poor this company is, I was able to source both of these parts within minutes on ***** Did you even check there?

   

  No I'm definitely not interested in a hack job refinish by this company, y'all can't even communicate and apperently use steel wire or vices on everything you touch lmao.

  I was treated terribly over the phone and communication each time was a f****** joke. You keep ignoring that fact. Why are your employees, or yourself so rude? And it isn't just me, your ****** reviews are showing.
  

   

  How exactly do you expect me to "time stamp" photos taken in the past? I can show you the photos I took, but clearly you don't seem interested in a resolution, I get the price break down, the price was fine other than the hack job that was done.  I took photos but don't have a time machine

   

   

  Business Response

  Date: 08/06/2024

  I am interested in a resolution, what would make you happy?

  Customer Answer

  Date: 08/08/2024

  I would like some type of refund compensation, i had to have the revolver refinished much sooner because it was marred and the left side was destroyed with a vice (or similar clamping tool). I was requested to show pictures w/ time stamps but given i don't have a time machine i cannot fulfill that. But i included pictures from before i got it and after, there is wear on both sides of the revolver from tool marks, probably vices, scratches all over it on upon close inspection, my phone isn't the best but i did what I could.
  
  The communication was rude, terrible and every time i tried to call and explain i found parts i never got an answer, picked up or etc Regardless of moving forward i will not be returning. It took me 10 minutes on **** to find the part that needed to be replaced/fixed and it was alot less than 170$, i get time is money but every time i tried to call and speak to someone about this possibility i never got anywhere, and that is infuriating as a customer. Even the Taurus website shows ****************** STOCK, and i tried to point this out, but again, despite being a (well) paying customer, that all got ignored. Even the screws were quickly found on ****, but no communication or even attempt to source anything..

  Business Response

  Date: 08/09/2024

  I would first like to state I am fully supportive of the BBB and everything that you all do. I started my business in 2017 and immediately set up a profile -and to my knowledge have not ever had another compliant sans this one. What I am disappointed in is the lack of monitoring customers responses.Previous to the last response, the customer was using foul language and such things seems unwarranted and should be prohibited. If the idea of the BBB is to mediate interaction, there should be rules to keep it reasonable and respectful. I do not appreciate being spoken to that way, I do not think anyone does, and this is not just trolling online talk this is what I thought, through a professional avenue.

  Business Response

  Date: 08/10/2024

  What amount of refund would you consider suitable? 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21951714
  
  30%. The finish damage, poor communication, and etc.