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:06/25/2025

  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 bought the note to cart in the beginning of 2025 it was the evolution forester and loved it when we first got it then we had to take it out due to a leak of brake fluid everywhere and they proceeded to tell me nothing was wrong and I said u need to look again I have a puddle of brake fluid on my floor and then I start cleaning my golf cart with water in my garage just to keep up the color and keep it clean to find under the dash is broke and I send pictures to ***** in ********* and he ask me to bring it out to see it and I do on Monday June 23rd around 11-11:30 to find out the front is bent almost in half the strut is bent and other parts are bent and of course I was accused of wrecking it and all kinds of stuff who else drove it what did u hit or did u roll it over which none of that was done if that was the case I would have damage done to the brush guard on front or the tire or some kind of damage else where I called on Wednesday June 25th for and update and spoke with **** ******* and I asked for an update he said it would be a couple of weeks possibly for warranty and all of that to go through and to get parts and they said damage had to be done before the brush guard so again happened before I owned the golf cart they say they r suppose to be inspected twice before leaving I dont agree I should get a full refund and they can keep the golf cartv

  

  Business Response

  Date: 07/02/2025

  This matter has been brought to the attention of our regional manager and is being handled accordingly. Thank you for reaching out and giving us the opportunity to resolve your issues.

• Initial Complaint

  Date:05/25/2025

  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 2007 ********* golf cart on 05-17-25. On 5-23-25 the first time me and my family rode the cart together the cart cut off writhing 60 seconds forcing me and my family to push the cart back to our beach house. Once I got it back to the house I waited about a hour to try again and it drove for about an hour then done it again. I was told the cart recently had new batteries installed and to my surprise when I lifted the rear seat one of the terminals were melted off. When I bought the cart I was very detailed about how I planned to take my wife a 4 kids on a vacation to the beach, I was told it was in GOOD RUNNING CONDITION. I would really like to return for a refund if possible or get me into a good running cart for me and my family to enjoy

  

  Business Response

  Date: 05/26/2025

  We will absolutely return the cart for a full refund and attempt to find another cart for you and the family. I sincerely apologize about your experience. The picture of the melted terminal is shocking to say the least. I'll have the staff reach out immediately.

• Initial Complaint

  Date:05/21/2025

  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.

  company failed to deliver the product that i purchased with the completed upgrades and will not schedule a service call to fix it. and refuses to do the work in a timely manner.

  

  Business Response

  Date: 05/26/2025

  I have instructed the staff to satisfy your requests immediately. I was told they increased the speed and ordered new mounts for the whip lights. As soon as the new mounts arrive, we will adjust the lights and resolve the issue. Please let me know if this does not get handled within a reasonable time frame.

• Initial Complaint

  Date:04/10/2025

  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 purchased a golf cart from ****** * on 12/16/24. The first time I drove the cart, it died a half mile from my house, forcing my wife and two toddlers to walk home. ****** told me it needed new batteries for $1,000. Something I should have been told before I purchased it. I also let him know that the alignment was so bad that the cart is sharply forced right every time you took your hands off the wheel. Lastly, I was unable to register the golf cart because the title transfer from the previous owner to ******* was not handled appropriately. I was misled about what I was buying and even though I paid for the cart, it is still registered in Bartelos's name. I have only been able to drive the cart a handful of times since buying it and won't take it on the street because its not registered. Also, because of this I cannot insure it.I would like to return the cart and receive a refund to include the cost of the new batteries.

  

  Business Response

  Date: 04/13/2025

  *****, I am very sorry to hear about your experience with us. I asked the staff in ******* to return the cart for a full refund. This cart was a 'trade-in' from another customer and we were unaware it had any issues.

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. They reached out to me almost immediately and were understanding and professional. I appreciate how this was resolved. 
  
  Thank you. 
  

• Initial Complaint

  Date:02/27/2025

  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.

  We pur*****d a cart from this company and it has been nothing but a headache from the start. Their employees have done nothing but lie, deceive, and try to scam us the entire time. We pur*****d a cart on 02/01/2025. Once our down payment was received they cut all communication and then the ***** began. We received our cart the following Friday after a whole bunch of miscommunication and a whole lot of back and forth. Once we received our cart, it was faulty and the drive motor was not acting correct. It was an *************** We called about 2 hours after delivery of the 1st cart and were told we wouldn't hear back from ***** until the following Monday. Monday rolled around and no communication. Finally we had to call Tuesday afternoon to find out he hadn't even heard of the issue. They agreed to send us a second one and they did. The second one was worse than the first. The drive motor was missing a bolt and would rotate and hit the frame which is not a normal thing on a golf cart. The delivery driver even stated had he been the one to load it up he wouldn't have brought it after ***** assured me it was the best one he had. They took both back. Monday rolls around and again we are having to ***** them. We call and ****** states "it was just a missing bolt" but we're going to refund your money back to you. Then ****** got involved. He stated that they were going to send our money back and we should have it in a few days. Its been 10 days, and got nothing. I sent an email and needed proof of refund and cancelation of contract. They just canceled the contract 10 days later on 02/27/25. We were still being billed for something we didn't have. They have done nothing but lie and deceive us. ****** then makes the comment "all of this over $900 dollars?" There is plenty more that cant be included due to a limit on words. This company is a scam, they are there to take your money and thats it. ****** is a liar, ***** is a liar, and this company is terrible. Dont waste your $

  

  Business Response

  Date: 02/28/2025

  Dear ***** *******
  
  We sincerely apologize for any frustration you experienced during this process. Our goal is always to provide quality service and ensure our customers are satisfied with their purchase.
  
  Upon receiving your concerns about the initial cart, we promptly exchanged it per your request. When the second unit did not meet your expectations, we mutually agreed to cancel the sale. As promised, the refund of $850 was processed, and check was over nighted the same day, and the contract was canceled.
  
  We understand how important clear communication is, and we regret any missteps that may have contributed to your frustration. Our team is always working to improve, and your feedback helps us do so. If there are any outstanding concerns, please dont hesitate to reach out, we are happy to assist in any way we can.
  
  Thank you for your time, and we truly appreciate the opportunity to make this right.
  
  Best regards,
  Botero Carts
  

  Customer Answer

  Date: 02/28/2025

  This response is nothing but a lie to diffuse a situation that we as the customer should have been placed in to begin with.I have attached a copy of an email we received on 2/17 stating our refund was being processed same-day.After several follow up calls and being told over and over again that the people we needed to address our concerns with were not in the office (because that seems to be Botero Carts scapegoat excuse) we were told it would be ***** days for a refund to be processed.We had to threaten ****** with legal action just to get him to provide us with documentation that the refund had even been processed.And to our surprise, the refund was only initiated YESTERDAY, 2/27/25, 10 days after we received verbal confirmation that our refund was processed.I had to DEMAND a check be cut and overnighted to us in order to avoid taking legal action, and the check was supposedly mailed yesterday, pictures also attached, but has not been received as of today, 2/28/25 at 11:30am.Your team has done nothing but avoid our calls, our concerns, and has had a severe lack of respect from a customer service ************* you really feel as though Ronnies comment of, "all of this over $900.00?" was an appropriate response to being lied and scammed by your company for weeks on end?Until we have a verbal response stating that you did in fact send us not one but two damaged carts, (THE SECOND ONE BEING THE WRONG GOLF CART ALL TOGETHER), refusing to properly communicate with your clientele, lying about actually issuing a refund on 2/17 as promised, and taking full responsibility for your lack of caring about the product you are selling and the customers you are selling to, we will continue to reject your response in order to make sure future customers know they type of individuals they are potentially about to do business with.  All of this wasn't over "only $900.00".  It's over the principal behind how Botero Carts does not follow through with their promises to your customers.
  
  

  

  Business Response

  Date: 03/04/2025

  I appreciate you taking the time to share your concerns. I understand that this situation has been frustrating, and I want to clarify a few important details to ensure transparency.
  
  First, I want to emphasize that this was not a direct purchase from Botero Carts but rather a rent-to-own agreement through the leasing company. Because of this, the refund process follows the policies and timelines set by the leasing company, not our dealership. That being said, we understand how important clear communication is, and we regret any delays or confusion that may have contributed to your frustration.
  
  Regarding your refund, while we initially believed it was processed earlier, we later confirmed that the formal initiation took place on 2/27/25. Once we became aware of the delay, we worked to expedite the process, including issuing a check as an alternative solution. We understand how critical this was for you, and our intention has always been to resolve the matter as quickly as possible.
  
  We take customer satisfaction seriously and regret that this experience did not meet your expectations. We are committed to improving our processes and communication to prevent similar frustrations in the future. If you have any further concerns or need additional clarification, please feel free to reach out, and we would be happy to assist.

  Customer Answer

  Date: 03/04/2025

   
  I am rejecting this response because:
  
  Botero Carts was paid the deposit through their credit card processing system, not the leasing company. Botero Carts lied about issuing a refund on 2/17 as admitted in their second response. Botero Carts has also lied about overnighting our refund as it is now 3/4/25 and said check has yet to be received. 
  

  Botero Carts takes no responsibility for their actions, and their lack of customer service is absolutely appalling. 

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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.

  From day **** purchased a brand new cart and took delivery in the middle of a thunderstorm when we got home I realized that they had put used tires on it so they next day my wife went to the dealer and swapped out for different ones. Once again used worn out tires and she didnt know so a third trip to dealer was made and finally got new tires but no compensation for all the time wasted. Next problem with 39 miles on the cart I was going over the cart really well and found that the rear end was really low on oil witch means they did not do a pre delivery inspection at all I contacted them and somehow its not their fault. Third problem Im needing some warranty work and they said they had to order the parts and I have been waiting about 2 months now it has multiple problems its a complete piece of junk they have since I purchased dropped the price $3k so I will never be able to sell it. I have had a horrible experience with this business

  

  Business Response

  Date: 02/04/2025

  ******, I am personally very discouraged to hear about your experience with us. I have advised the staff to pick up your cart asap and address all of your issues. Please let me know if they cannot resolve the matter. Our goal is to treat each customer like a member of our family or as we would want to be treated ourselves.

• Initial Complaint

  Date:05/19/2024

  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 purchased a cart from Bontero Carts in August of 2023 for $14,806.14. Since my purchase I had that cart picked up 6 times between August 2023 and December 2023. Scratches that werent addressed before delivery that I was told would be addressed. Plastic brackets not staying in place when driving because rivets fell out. Lights stop working because of bad cable routing, etc. Each time the cart would be picked up for a week and a half up to 2 weeks at a time. I tried calling to speak to someone at the shop about my issues and I never got a return call after leaving voicemails. I went to the shop in person and spoke with the shop manager about all of the problems I had and how long I was without the cart while it was being repaired each time. They gave me another cart. It took over 3 weeks for delivery. I went to look at it being it was to be delivered. I got the cart in January 2024. I put it in the garage and didnt go to drive it until March 2024 since it was cold outside. I took it out in March 2024 and discovered the *************** didnt work. It just made a static noise. I called the service **** and they came and picked up this new cart for the 7th time. It was returned a week and a half later by the service manager and we tested it before I took it back. I drove it when he left and it seemed like everything was finally good. I put it back in the garage again and recently went to take it for a ride and the battery is dead and it wont take a charge. The charging light flashes and stops. I immediately sent a text message on May 12th with pictures to the service number as Ive done for past issues. I got a response on Monday May 13th asking for the name on the account and last time cart was driven. I responded and didnt hear back from anyone to date. I really like this cart but at this point I would simply like all of my money back. $14,806.14. 2 bad carts and 7 pick **** and returns is too much. They have had the cart more than me.

  

  Business Response

  Date: 05/27/2024

  Hi *****, we are very sorry to hear you are having another issue with your cart. ****, our store manager is aware of the issue. When a lithium golf cart falls below a certain voltage (after not being used for several months), the battery monitoring system (***) will not engage. This will prevent your cart from charging. Although frustrating, this is not a 'manufacturer defect' and is common among all brands. As always, we are more than happy to pickup and drop off your golf cart 'free of charge' to satisfy your issue. If you would like to expedite the process, there is a small 'reset' button on the side of the lithium battery. You can hold this button down for 10 seconds to reset your battery and engage the *** once again. To prevent this from happening again, we recommend 'cycle charging' or 'trickle charging' the battery once a month and making sure you charge the battery back to 100% before using the cart (if you let it sit for months without any use).

  Customer Answer

  Date: 05/27/2024

   
  I am rejecting this response because: Thank you for making **** aware. At this point I am not interested in troubleshooting or having the cart picked up for the 8th time. Respectfully, Im only interested in a full refund of the purchase amount of $14,806.14, and the return of this golf cart please. If that isnt going to happen I will quickly seek another course of action. Thank you. 
  
  

  

  Business Response

  Date: 06/04/2024

  We are very disheartened to hear you are unhappy with your golf cart, however we cannot issue a full refund. According to management, you came into the store to inspect the cart prior to delivery and approved delivery of the new replacement unit. The issue you are having at the moment is not a manufacturer defect (not covered under warranty). This is a very common occurrence with any electric golf cart (regardless of brand or dealer). The battery simply fell below a certain voltage because the cart was sitting for an extended period of time. The owner's manual is a very valuable guide that will keep you informed on how to maintain your cart.

  Customer Answer

  Date: 06/07/2024

   
  I am rejecting this response because:
  After I came and I inspected the new golf cart, the new cart had to be picked up because the Bluetooth speaker did not work. They kept the new cart for a week and a half before returning it. The carts that you sold me have experienced issues or there is an issue with quality control. Please come and pick up the cart and repair it. I took possession of this new cart in January. I would like it warranted for a full year from when I took possession of the new cart. I would also like to get the cart back quickly after picking it up please. Not 2 weeks. 

  

  Business Response

  Date: 06/09/2024

  Yes sir. *** have a 2yr warranty on the cart and 8yr warranty on the battery. The manufacturer does not cover pickup, drop-off or labor, however we offer this service free-of-charge for the first year. I will notate your account as to the correct start date for your warranty. Also, I've reached out to management and instructed them to schedule complimentary pickup and repair of your cart this week. Please let me know if you do not receive a call by Tuesday. My email is *******************************

  I apologize for all of the headaches. We hired more employee's and added more phone lines to prevent issues like this in the future. Hopefully we can make your experience better. We truly appreciate your business and would very much appreciate the opportunity to redeem ourselves.