Complaints

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• Initial Complaint

  Date:09/18/2023

  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.

  I asked Kustom archery to restring my bow around July 11th 2023 and they accepted the job, ticket #****. I picked up my bow a week later (July 19th) and paid $110. I used it until the sight in the string came out while I was shooting it, issue one . I brought it back a week later to be fixed and they accepted my request. I pick it up another week later and shoot one arrow, and the sight falls out again, issue two. I come back again and they claimed it was my fault, but helped me and seemed to fix the issue.At this point its September, I used the bow one more time and it exploded on me, and whipped my arm.So I go back again and the bow technician claims my cam (the bow) cut the string and that he can't fixed it in time for hunting season in October. They wouldn't help me with the repair date or with a discount on the work. I called back and they claimed their work isn't the issue. My bow had been working fine since 2017. As soon as I bring my bow to Kustom Archery I have had multiple issues with function, let alone a major safety hazard that could've put me in the hospital. And they refuse to refund or help me out even though I started this process almost 2 months prior. They are also located 30 minutes from my residents which means every trip took me an hour of driving. I just want a refund for a service that was performed incorrectly. I feel I was abused as a consumer and never wish this upon any body else.

  Business Response

  Date: 09/19/2023

  While he did bring his Cabelas bow to get new strings/cables installed back on July 18th, 2 months ago, we did inspect the cams at that time and there were no defects. If there were any defects we would not restring it. When he came in on Tuesday (9/12/23)  to purchase a new kisser button and get it installed everything was fine even when he pulled it back for us to adjust the kisser to where it fit hit. He mentioned he has shot his bow every day since he got the new strings/cables and did not mention any issues other than the peep coming out (repaired prior to this day so it was fine that night when he came in for the kisser). The peep had originally come out because he wanted to install his own peep tube on the new string. He installed his own peep tube too short and it was not stretchable therefore pulling the peep out when he pulled back and shot it. To resolve the issue we installed a new rubber stretchable peep tube at the proper length and at that time his bow was inspected and tested again with no string or cam issues. Then yesterday (09/14/23) he brought his bow into the store in pieces and the cam was damaged and the cable had a clean cut in it. We have been a warranty and repair center since **** and see this type of damage from a dry fire (pulling back and letting go without an arrow nocked on the bowstring), a bow being dropped or banged against a hard surface damaging the cam causing sharp edges which can cut a cable when pulled back and shot, or the string cut from a ********* blade. While I am sorry this did happen to him this is not the result of any work done from our store back in July.  Over the time from when the new strings/cables were installed we inspected it 3 times (when the new strings/cables were installed, when we installed the proper peep tubing, when we installed the kisser button) and there was no damage to the bow or strings.   The string/cables were not the problem as there was a clean cut in the cable from something that we are not responsible for.  He himself stated he shot arrows everyday since he had his bow back and did not have an issue with the string/cables. We would be more than happy to assist him with repairing his bow, but can not guarantee it will be ready for hunting season as we would have to  have our certified bow techs inspect his damages and order manufacturer parts and install once received.