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:08/31/2023

  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 bought this defective cart new (supposedly) for $15,983.93) and it has been back to the shop now 5 times for repair. When the cart was delivered the directional did not work and I told ***** the delivery driver that I did no want to take possession of this cart as I felt it has electrical issues. I was assured boy both ***** the delivery guy and ***** the shop ******* that I would be taken care of so I accepted the cart. I was told that you would pick up cart the next week and fix the directional. The next day my cart would not charge. I called you and asked that you change out my cart as I was afraid of electrical issued. ***** at Bayside told me NO and said he would take care of the issue. A year later and 5 warranty appointments later and the cart is not running properly. I want a new cart that runs properly

  Business Response

  Date: 09/07/2023

  As our first escalated complaint, we were a little blind-sided by this since we feel we have done everything in our power to satisfy this customer, including our last trip to his home on 9/5/2023. The cart is in no way defective, though we have given him the benefit of the doubt for the 3 times (not 5) that we picked up the cart at his request.

  Mr. **** purchased a new ICON Electric Vehicle on November 1, 2022, and had us add additional accessories to the cart as well as getting the cart titled with the *** as an LSV (low speed vehicle) so it would be street legal for driving on certain roads in the ****************. Mr. **** was thrilled with the cart upon delivery on November 4, 2022, to his home in **************, ******* with the exception of the directionals not working properly. We advised him that he could keep the cart if he wanted, or we could address the concern with the directionals and return his cart at a later date. He chose to keep the cart with our agreement to pick it back up the next time we were in his area (he is located 288 miles round trip from our shop). We then picked his cart up a week later and found that the issue with the directionals was due to a pinched wire from when the *** placed the *** sticker on the shaft of the steering wheel where the directional wiring is placed. Even though we explained to him there was no electrical issue and that we repaired the pinched wiring, he insisted that his cart was a lemon, and he wanted a new cart. We returned the cart to him on November 16.

  He then called us on May 1, 2023, advising us that his cart will not charge and that we need to come pick the cart up again. At this point, we normally charge a pickup and delivery fee of $300 to his location, plus a diagnostics fee of $150 as stated on his invoice, but once again in good faith, we waived these fees in an attempt to satisfy this now very irate customer. We tried troubleshooting with him over the phone, but his yelling and cursing made working with him over the phone next to impossible, so we made the trip once again and picked up his cart on May 4, 2023. When we diagnosed it, there was absolutely nothing wrong with the cart or charger, but we did go ahead and replaced the full set of batteries in an additional effort to provide excellent customer service. When we returned the cart to him, he immediately plugged the cart in, and it would not charge.It was determined by ****** and our delivery driver that the power outlet he was using was defective, so he moved the charger to another outlet, and it worked perfectly. We advised him of the new battery break-in process that is required on all new batteries but cannot confirm he did it. He was thankful to us for replacing the batteries at no cost to him and apologized for his error.He seemed satisfied on that day.

  We received a call from Mr. **** on August 3, 2023, where he was complaining that his cart does not accelerate as it should and demanded that we pick up his cart immediately and replace it with a new cart. We advised him that we did not have a driver available to pick up his cart that day, and we would get back to him with the soonest time available for us to pick up his cart. He was also advised at that time that he could take his cart to any ICON dealer and that there was one 5 miles from his home if he wanted it serviced sooner than we could get to it. He was so irate and full of foul language and threats that we would not be able to pick up his cart that day, he continued to call and text our shop and employees for the next three hours and continued to speak unfavorably and threatening to all our staff. We advised him that we would pick up his cart on August 8 and that there will be a $300 pick up and redelivery fee. We also told him that we would waive the $150 diagnostics fee as a good faith gesture. He argued about the pickup fee but agreed to it after it was pointed out to him on his purchase invoice (see attached).

  We rearranged our pickup and delivery schedule to accommodate Mr. **** and picked up his cart on August 7, 2023. He advised us that the directionals were no longer working and once again demanded a new cart stating the cart had electrical problems. Upon our diagnosis, the flasher relay needed to be replaced and the directionals were working properly. We went ahead and reprogrammed the cart again and increased the rate of acceleration as he requested. We also took the time to run all other diagnostics to ensure there were no other issues with the cart and found none. The cart runs perfectly, and Mr.**** was very happy when we returned the cart to him on August 15, 2023. In fact, he thanked our driver for going above and beyond and said to apologize to the staff for his previous actions.

  Mr. **** called our office on August 28, 2023, complaining that the cart does not go as fast as it did before. He was extremely rude and harassing our employees and demanded we replace his cart immediately. After our exhaustive diagnostics and extensive test driving to ensure there were no issues with his cart, we were once again surprised to hear from him. Even though we do not know how he drives the cart,or if he has attempted to make changes to the cart on his own or through a third party, we agreed to come to his home at our expense and check the programming again and sent our expert programmer. After hooking up our diagnostics in front of him and showing him that all the codes are perfect, he said he was not satisfied and said we could take the cart or leave it. ************** then drove the cart himself and recorded the speed and acceleration,which were both perfect. He advised Mr. **** there was nothing wrong with the cart and Mr. **** then threatened violence to our staff and said he was going to come to our office and flip over our desks. At this point, we feel a need to file a restraining order against Mr. **** due to his fluctuating mood swings and demeaner towards our entire staff. We are completely at our **** end on how to please this customer and have gone above and beyond trying to make him happy. The problem is not with the cart, but the fact that he for some reason feels we owe him a brand-new cart. There was never any kind of mechanical or electrical issues with the cart, so there is no justification for such.