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:12/04/2023

  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 purchased a poker table and shuffler in the beginning of September. It was advertised as fully reconditioned and refurbished. After significant delay, that I was told was needed to make sure my shuffler was working perfectly, I received my shuffler and it is objectively not what was advertised. Not only was it broken on arrival, its also heavily used and not in refurbished condition. I brought these issues to the attention of ***** and ******* at Rye Park. I notified them that I had to get the machine fixed because it was broken on arrival. I also noted that the machines log shows that it wasnt powered on during the period that ***** claimed he was testing it, which shows that the reason for the delay in shipment was a lie. ******* told me my reimbursement for my out of pocket expense was being processed. I waited and waited, and no partial refund arrived in my account. I then contacted *****, who told me that he decided not to give me anything. So now, not only did I have to spend more of my own money fixing the machine, I still have a heavily used shuffler. The shuffler was $11,500, which was a significant expense for me. Its a disgrace that Rye Park can get away with false advertising and ignoring a customer who received a broken unit. Id like new rollers for my machine and reimbursement for the $595 I spent fixing it, so that I can at least have something resembling the item that was advertised.

  Business Response

  Date: 12/04/2023

  This Client received a shuffler in good working condition and it was fully refurbished.  He had an original complain that the "card Recognition" feature wasn't working, he admitted the shuffler was functioning but he didn't know how to setup the "card recognition" feature.  I told him we could walk him through setting that feature up over the phone, he never responded to that.  He then took it upon himself to bring it to a tech he knew locally to have it repaired, he never told me about that, but then he emailed me a receipt for the repair bill for $595.  Our company policy if the client is not happy with the shuffler is so ship it back and we would have our tech fix the issue.  He did not send it back he took it upon himself to make repairs on it without consulting with me.  I do not feel I'm responsible for those fees.  

  This customer is a mean spiteful individual, as you can see in his email that I have attached.

   He posted several bad reviews on ****** that are not accurate, he's really upset and acting irrational.  I have been in business for 18 years and I have a very good reputation in my industry.  I always try to take care of my clients but once every few years a get a person like this.  I do not think he should be able to get away with this false slander and bad reviews that will negatively accept my business. 

  Please let me know what else I can do to resolve this matter.

   

  Regards,

  *******************

  President / Founder

  Rye Park Gaming

   ************

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