Complaints

This profile includes complaints for B.W. Incorporated (Backer Wencel Inc)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  B.W. Incorporated (Backer Wencel Inc)

  PO Box 150 Browns Valley, MN 56219-0150

• 

  B.W. Incorporated (Backer Wencel Inc)

  316 W Broadway Browns Valley, MN 56219

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:04/07/2023

  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 am writing because I brought a product from the consumer and the product arrived defective. It has been several months and the complaint has not be resolved. It seems like the company is ignoring my emails and my calls. I have reached out several times for assistance, therefore, I am reaching out to the BBB for further assistance.

  Business Response

  Date: 04/21/2023

  Hello, Back on April 7 we sent client the following email.  We have NOT yet received the 17 digit vin number from the client.   Please provide so we can continue to help.                     Apr 07 ?03:25 pm?     The option we gave you is to use the product at the end of the video or provide the 17 digit *** number. You are wanting a new tire and the issue that you are experiencing would be considered a warranty issue which means the *** is required. 
  **** Backer
  FamilyGoKarts.com | FamilyPoolFun.com
  ************.com (Snirt happens. Stop it!)
  ************(o) ************(c)
  
  
  

• Initial Complaint

  Date:03/31/2023

  Type:Customer Service 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.

  This company is lying and scamming customers and hanging up on them when they call and not answering direct questions in 60 plus email chains back and forth. I have sent upwards of 50 plus photos including videos which are documented.I have everything documented and can clearly show how you are purposely not answering questions, hanging up on phone calls, and giving coustomers lies and the run around until they give up or stop trying. An honest elected ********* officials can clearly see with the lengthy honest reviews on ****** of hundreds of upset and scammed coustomers that there is a major problem here.As I clearly signed the *** "damaged" and sent proof and notified you in under the 3 days necessary. I sent over detailed pictures and videos with a written description of damage.

  Business Response

  Date: 04/10/2023

  Hello.

  We have been waiting for Claims to provide us an update.   Claims is asking for this information.  This was emailed to *************** Monday morning 4-10-23 ticket 94373.
   
  1> Labeled picture & damage written description of the "steering column plastic body work."
   
  2> Labeled picture & damage written description "speedometer cover"
   
  3> Labeled picture & damage written description left side of the fork
   
  4> Labeled picture & damage written description of the "plastic body sections"
   
  5> Labeled picture & damage written description of the trunk that was received
   
  6> Labeled picture & damage written description of the muffler that was received
   
  7> Labeled picture & damage written description of the foot rest area
   
  8> Labeled picture & damage written description of the rear mud flap

  Thank you
   

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because:
  All issues with scooter were not addressed. Other damaged areas and radio not functional not addressed. Engine issues not addressed.
  
  

  Business Response

  Date: 04/13/2023

  Hello. I am happy to report that the same day *************;rejected this response, he replied favorably to the Exact Same Email sent directly to him the  very same day. At 11:32 am on April 10th, the day ******** received our email and the bbb received the same email that ******** told the BBB he rejected, ******** replied to BW favorably; and, as you can see from his email reply to BW on 4-10-23 ******** shared with us he will provide the information so we can continue with this claim.

  *************; April 10 ?11:32 am?
   
  **** Backer,
  Thank you for your response and your stance change in attitude and solution to get this issue resolved. I will get working on this. I appreciate your assistance in getting this matter resolved properly and how it clearly states in the print on your website and how you have responded to customers concerns online in the past.
  
  Sorry for the inconvenience so far and look forward to being done with this issue.
  
  Hope you had a wonderful Easter,
  ****************************;
  
  

  Customer Answer

  Date: 04/13/2023

   I am rejecting this response because:
  
  The company has now changed their stance and seem to be now working with me. I am grateful for that but realize they did not address all the detailed issues I brought up like the radio not functioning and how these neumerous parts that were damaged with get properly installed once they are shipped free of charge. BBB thank you for your assistance in getting this company to start working with me.

• Initial Complaint

  Date:01/06/2023

  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.

  After countless hours spent on this and reaching my limits, I want to share the worst online purchase experience of my life. On 11.05.22 I purchased a ************* E1 childrens ATV from Familygokarts.com which is owned by Backer Wencel for $770.92 via PayPal. I also paid $104.04 for delivery as well as an extra charge to have the machine be taken off the truck with a special lift gate. I assembled the machine as instructed and it was turning on by not accelerating or going in reverse which renders it useless. I contact the company immediately and they told me to create a trouble ticket and upload it to the website. I created the ticket on ***** under support #*****. On *****, they said they never received it and I needed create a youtube.com link for them which I did on *****. They finally responded and would only communicate via email for troubleshooting. After my own research and carefully following their troubleshooting steps still not working. After this filed an inquiry with PayPal so I would be protected with my purchase. I was told by **** Backer on ***** in support that this would slow down the process you need to know. By this time, I have already missed our Godson birthday and surprise was ruined. Nevertheless, I continued troubleshooting and they told me I needed a new controller. The rub was that it would cost me $24.99 since the part was covered under warranty but I was responsible for shipping and then part would take the average person around 1 hour to install. However, they needed me to send them a picture which I argued that they already had a full video of the machine. Reluctantly I sent a pic and paid the shipping also through PayPal on ***** and as of today **** and many calls into the company they promise to get back to me and nothing. Not only did we miss his birthday now Christmas has passed, and I am stuck with this unusable machine. I want a full refund on my purchase & shipping on this machine and this company deserves to be reprimanded.

  Business Response

  Date: 01/18/2023

  Hello

  Our tech department has reached out the customer a number of times asking for the serial number on the controller.  This has been requested by ******************************* the part per prior customer request can be sent out.  This is what *** has been waiting for, for several weeks.  Please provide. 

  Thank you.

  Customer Answer

  Date: 01/18/2023

   I am rejecting this response because: after over two months of troubleshooting and providing them a video of the machine and all its components, we do not want to keep this machine. They have since agreed to a full refund via PayPay dispute.  However, we need them to provide a shipping label and the proper packing materials so we can send this back safely and efficiently. We paid over $100 extra to have this delivered on a truck with a lift gate so if they want this machine that doesnt work back, they should send us the shipping label and packing materials.  Even if they send me this controller it takes over an hour to install and we do not want the hassle and completely unsatisfied with this company and product.  
  
  
  

• Initial Complaint

  Date:12/31/2022

  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 bought a go kart from this company also known as familygokarts.com We had the cart for a few weeks. It came with zero instructions but my husband installed it with some instructions we found on the internet. The cart was very hard to steer and it shook so hard that it caused the lug nuts to fall off causing the wheel to come off while my 10 year old son was in the cart. It is very dangerous and could kill someone. We immediately contacted the company, sent numerous emails with pictures and videos. This has been ongoing since June 2022. The owner finally agreed to have it shipped back but he refuses to give us our money back. My husband packed everything up and now the owner states a spare wheel is missing but its not. We have pictures to support that all wheels were shipped. We have contacted our attorney but havent filed a lawsuit yet. This owner is a scammer. He makes his money by selling defective products and doesnt give you the money back. We have done everything the owner has asked us to do and no refund. He wants to charge us a restocking fee for a dangerous product he sold us. We are out of $4100 from this company. I contacted my credit card company in September 2022 to get a refund but the owner lied and said the product was not defective and the credit card company didnt refund the money. The owner said he had a 3rd party mechanic inspect the unit and it is in good working condition yet this 3rd party mechanic works for his company. We want our money back.

  Business Response

  Date: 01/09/2023

  Hello

  BOTH Parties mutually reached a refund amount. That check will be issued and mailed to the client.

  Thank you

   

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because: He only agreed to a refund when we filed a lawsuit last week. That is the ONLY reason. He was going to charge us a "restocking" fee for a defective product. Funny how things change when a lawsuit is filed. 
  
  
  

• Initial Complaint

  Date:09/07/2022

  Type:Delivery 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 4 four-wheelers from this company - Order No. ******. They were received damaged and parts missing. I have called numerous times without anyone calling me back. I have sent numerous emails including ticket numbers ***** and *****. I have sent pictures of the damage and the missing pieces.

  Business Response

  Date: 09/16/2022

  The challenge we are working through is that the customer did NOT document freight damage upon receiving the units. The units left the warehouse damage free. Without damage being marked on the freight invoice by the customer, it is making it difficult to file a freight damage claim. However, we ARE still working towards a solution. 

• Initial Complaint

  Date:08/30/2022

  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.

  I ordered a pool cover and was told it would arrive between 08-30-2022 and 09-02-2022. The item has not shipped. I tried contacting the company via Amazon as well as directly with no response. It seems they advertise a product they don't provide and they will not respond to inquiries

  Business Response

  Date: 09/06/2022

  Tell us why here..This is an Amazon order.  We are not Amazon.   On behalf of the customer we did reach out to Amazon and found out that they cancelled the order.  Again we are not Amazon and the customer purchased this from Amazon.  

  Customer Answer

  Date: 09/06/2022

   I am rejecting this response because:
  
  The company did not respond to Amazon in a timely manner. I know it was an Amazon purchase but the company never did respond to my personal inquiry either. I had to delay ordering from a reputable company while I waited on a response from this company that never came. Amazon was finally able to cancel my order so I could move on. 

• Initial Complaint

  Date:08/20/2022

  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.

  Date of transaction: January 11, 2022 The amount of money I paid to the business: $1000.00 What the business committed to provide me: A refund.What the nature of the dispute is: I have yet to receive my refund. I placed an order with Family Go Kart for a pair of ATVS. After consideration, I chose to cancel my order. After speaking with them, I was informed that I had to make the request via email on their website. Following their instructions, I waited for over a month and still had not received the refund. When I tried contacting them again, I was told that the check was mailed via **** and that I should wait. They did not have a Tracking Number or any other information to provide to me to ensure delivery. After waiting an additional week, I called again. They informed me that they would have to stop payment on the check and reissue me another one. So, I had to wait another week for their bank to "Cancel" the check and another week for them to process a new one for me. Today, (August 20th) I was informed that this second check was mailed to me on August 11th (again, no tracking information was provided). Whether or not the business tried to resolve the problem: They keep telling me The check is in the mail. I asked them to send the funds electronically like I sent to them, but I was informed that they MUST send me a check. In fact, I was also told today that if I did not receive the second check, then they will have start the process again. To me, this is just flat-out madness. I tried explaining that I did not want to have to go through that process again but the gentleman was very short with me over the phone and could be less concerned about the time I wasted constantly having to follow up with them.Im hoping this can be resolved before litigation has to occur.Account/Order/Tracking Number:Order Number: ****** Order Date: 01/11/2022 Customer Number: *****

  Business Response

  Date: 08/29/2022

  On 6-30-22 the first check was sent to the customer on **** to the address on the order: **************************; 8801 **********  
  *******, ** 60617.  
  

  On 7-13-22 the customer called that he had not received the check. On 7-22-22 the first check was still not cashed and the customer was emailed for verification of address to send check to, and the first check was cancelled at the bank.  The customer was emailed for verification of address to send check to and the customer replied on ******* that the first address sent to was correct and to send again to ********************************************** 60617.

  On 8-10-2022 a second refund check, #****** was sent by **** to the address directed by the customer, ********************************************** *****.

• Initial Complaint

  Date:08/12/2022

  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.

  I had an issue with the TaoTao Scooter that I bought from them and I had it repaired and **** Backer sent an email to the loan ******** saying that he would pay for the part for the scooter to ********************** In ********, and also he said in the email that he would reinburse me for 2 hours of labor! It was $75.00 an hour, So it came to $150.00 to pick up my scooter from the shop. So on July 11 2022 I went to *********************** and paid the $150.00 for 2 hours of labor. *** from ********************** sent him a couple emails and he has has never responded to these emails for the part that he said he would pay for! I am still waiting for a reimbursement from **** Backer, I also sent him an email when I paid for the labor. Here is a copy of the email he sent to ********. ***** (Bread)May 25, 2022, 5:01 PM EDT Hi *******, Hope all is well! We have reached out to the merchant on your behalf in regards to the claims that were provided to us, they informed us of a couple of options they are willing to do for you. Here are the options detailed below: Family Go-Carts stated that the reimbursement amount for the battery was already stated before the receipt was provided and that was the amount they were willing to reimburse as a courtesy. The unit left the factory in working order so the problem you have would seem to be something simple.1) The warranty you picked during ordering was a parts-only warranty and labor is not included. However, As a gesture of good you are welcome to take the unit to a trusted small engine mechanic. We will reimburse you up to 2 hours of shop labor rate at $75 per hour as long as they solve this problem for you. Once the unit is up and running email us a copy of the shop receipt so we can reimburse you. Reach out to a small engine independent mechanic that works on lawnmowers or any small engines in your area.2) We will help provide the needed parts to the shop as quickly as we can