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:12/17/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 do not understand why this has Caribbean  in the title as this is about a 2025 ICON Golf Cart.  fixed. We asked why they could not return this "lemon" golf cart to ICON since they have a contract with them and just give us a new cart but they said it was under warranty. At this point, we just want our money refunded as no faith in this dealership or its service department.The service department for this Ace of Carts is at *************************************** ************. My spreadsheet will show numerous phone calls and visits with them also.

  Customer Answer

  Date: 12/19/2024

  We are trying to also work with ICON Corporate, but Ace of Cart is just telling them what they want to hear also. The District Manage with Ace of Carts on LPGA Blvd called us on 12/17/27 stating they would be bringing us a new cart they had in stock on Wednesday 12/18/24 to replace our defective cart as long as we would accept a different color, but not only did they not bring a new cart, but they also never called to say they would not be coming. Now they are telling the ICON dealership they did not come because they had to pick up a new cart at a business that was almost 150 miles away.   This business is a total scam and has not only stolen our$9,000 but also our cart since we have no longer have one.  We want our money refunded. 

  Business Response

  Date: 12/27/2024

  Mrs. ******** purchased a new 2025 ICON I40 Golf Cart from ACE of Carts on 10/18/2024. The cart was delivered as promised, but on 11/25/2024, nearly a month after we delivered the cart, she reported an issue with the odometer. We picked up her cart to replace the instrument cluster under warranty and addressed her concern about the reverse buzzer making an unusual noise. Both issues were resolved during this service visit.

  
  Subsequently, Mrs. ******** noted that the odometer still didnt register on her screen. After a short test drive, we noticed the same thing. Our service manager suggested that the wiring harness could be defective, so we ordered a replacement harness. Unfortunately, the part was back-ordered, and there was no ETA.  

  
  We brought Mrs. ******** a replacement cart, and when she drove it, she informed us that the odometer also didn't work. We drove another 2025 ICON at our facility at this point, and the odometer did not register on the third car. After driving the car further, we noticed that the odometer updates every six-tenths of a mile.

  
  We escalated the issue to ICON, the manufacturer, who confirmed that the odometer was functioning as designed. The new larger screen on the 2025 model year ICON updates the odometer on the electronic screen every six-tenths of a mile. After further discussions with the customer and ICON's confirmation that the gauge cluster was operating correctly, she agreed to have her original cart returned.

  
  Mrs. ******** did not incur any charges for the warranty work, which was completed promptly and following manufacturer guidelines. While there was a delay in receiving a back-ordered wiring harness, ICON assured us that this part was unnecessary as the cart was not defective. Mrs. ******** accepted the return of her cart on 12/18/2024, satisfied with its condition.

  
  We regret any inconvenience caused by the delay in resolving her concerns and have taken steps to ensure consistent communication with our customers. This matter is now resolved, and we appreciate the opportunity to clarify the situation.
  

  
  

  Customer Answer

  Date: 12/28/2024

  I do not know what happened, but my email was lost.  So I am sending this again to state that I do not agree with the information that ACE of Carts is stating.  First, they are stating that we did not report the issue until 11/25/24 which was one month after receiving the cart, which is a blatant lie, because if you look at the *** that was originally sent, it shows that we bought the cart 10/18/24, received it 10/23/24 and reported the issue to them 10/24/24.  They came to our home 10/25/24 to replace the monitor which they thought was the issue and replaced a brand-new monitor with a used monitor with over 159 miles on it.  Then they state they returned the cart on 12/18/24 which again is not correct, as it was returned to us on 12/20/24.  My first *** ends on 12/13/24, so I am attaching a new one that shows more detail up to the date the cart was returned. 

  We had to contact the manufacturer ICON ourselves on 12/13/24 to get them involved, and we believe had not the manufacturer started working with ACE of Carts for us, that this issue would still not be resolved. Yes, they did bring us a new cart but again not until the manufacturer became involved.  In fact, the dealership told us when we asked why they could just not give us a new cart to replace the cart that was not working properly, that we needed to contact ICON even though I said, but you have a contract, why not you contact them and just tell them you have a lemon cart that needs replaced.

  So yes, we agreed to accept the cart back after WE first verified with the manufacturer that the issue was as simple as the Odometer not rolling but every .6 mile and that ACE of Carts had replaced the used monitor with a new monitor.  But that being said, the fact that this dealership did not put the interest of us the customer first even after we paid cash for this golf cart and rarely would return a call or failed to keep us updated on the progress of our cart, we cannot in good faith ever recommend this dealership to anyone. 

  The stress and aggravation we were put through for two months was just totally unnecessary and now they are stating facts that are not true.

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22693084
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 01/13/2025

  I did receive the last response from ACE of Carts and I will agree that the issue with the golf cart has been resolved, but for them to slander my name by saying that I did not offer the same politeness and courtesy to them that they provided Is almost a joke.  What type of business slanders a customer?  After trying to work with the dealership for two months, as you can see from the *** that was attached earlier, I had no other options at this point but to take other steps because they were not willing to work with me.  Not only did we not have our cart, but we were out $9,000. In the two months this was ongoing, I was not being kept up to date and my calls were not being returned not even after we left on a week's vacation.   It was not until I called the manufacturer at this point, that this was finally resolved (which took only a week) which is when the manufacturer notified Ace of Carts that the cart did not have an issue but that the odometer was designed to only move every .6 mile on the new carts.  Why could Ace of Carts not have learned this from the manufacturer from the very beginning?  If they had done so, none of this would have even happened and I would not have been unpolite or discourteous as they stated for standing up for ourselves. I want nothing from Ace of Carts but an apology for all the hassle we went through in getting an issue (that was not even a real issue) resolved and for now slandering my name.  I am a Veteran, Senior Citizen and Cancer survivor, and never have I been treated with such disrespect. 

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 01/11/2025

  Dear BBB Representative,
  We appreciate the opportunity to address Mrs. ********** concerns. We would like to clarify that her golf cart repairs were performed entirely under warranty, and she was not charged for any part of the service. Our staff acted professionally and courteously throughout our interactions with Mrs. ********* even though the same courtesy was not extended to our team.
  The issue with the odometer was resolved after the manufacturer provided clarification on its operation for this brand-new model. Mrs. ********* golf cart is now in perfect working order, and we consider this matter resolved.

   

  Regards,

  Nick

  Business Response

  Date: 01/13/2025

  The customers claim that she is 'out $9,000' is inaccurate. She purchased a new golf cart with a warranty for $9,000, and when a repair was needed, it was completed under the warranty at no cost to her. In fact, the customer even admits that there is no issue with the cart. Our team in the office acknowledged and apologized for the delay numerous times, which stemmed from a communication issue with the manufacturer. Throughout this process, our staff remained polite and professional. The suggestion that we are engaging in slander is unfounded and deeply concerning. On the contrary, her statements could be considered defamatory toward our business.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/14/2024

  Dear ****************,
  Thank you for bringing your concerns to our attention. We value your feedback and would like to address your complaint regarding the battery warranty for your Epic golf cart, which you purchased from our ************* location in April 2022.

  
  We understand your frustration with the battery issues you've experienced. To clarify, your golf cart came with a 3-year vehicle warranty and a 2-year battery warranty starting from the date of purchase. When the original batteries failed in May 2023, they were replaced under the manufacturer's warranty at no cost.

  
  The recent failure of the replacement batteries in August 2024 has been understandably disappointing. However, per the manufacturers policy, warranty coverage applies from the original date of purchase of the golf cart, not from the date of warranty replacement batteries. Unfortunately, since your original purchase was in April 2022, the battery warranty has expired.

  
  Despite this, we have gone above and beyond to assist you. As a goodwill gesture, we offered a significant discount on a lithium battery upgrade, reducing the price from $3,300 to $2,000. When you declined this option, we further agreed to provide new replacement AGM batteries, which retail for $2,000, at a heavily discounted rate of $500. This is $500 cheaper than Epics offer of $1,000 to replace your AGM batteries. These new batteries come with a fresh 2-year warranty.
  

  We are deeply disappointed that you felt the need to file this complaint, given that we took extraordinary measures beyond the manufacturers warranty, including heavily discounting the batteries you purchased at our expense. Our goal has always been to maximize customer satisfaction to the extent possible. It is unfortunate that, despite this, customers sometimes choose to take to a public forum and disingenuously mischaracterize their experience.

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  See attachment

  Business Response

  Date: 10/04/2022

  see attachment