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Business Profile

Toys

Millhouse River Studio

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/11/2023

    Type:Product Issues
    Status:
    Answered
    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.
    The model train turntable that I purchased does not work as advertised. The turntable is advertised with an auto indexing system which is designed to accurately align the bridge train track of the turntable, to the adjoining train tracks. When the train tracks are accurately aligned the locomotive should move flawlessly from one track to the other. However, the turntable that was supplied to me does not accurately align the bridge train track with the adjoining track sections. In fact, the bridge track misaligns with the track sections anywhere from 1/8" to 1/4" in many instances. This misalignment causes my model trains to derail from the tracks and short out electrically, which potentially damages the sensitive electronics on board the trains. The electrical short caused by the derailed train also damages the tracks on the bridge, as well as adjoining tracks. The auto indexing system has not worked right since the date of purchase on 3/11/2019. I have contacted the Owner of the company (Alan Z*******) numerous times since the date of purchase in an effort to rectify the issue. Alan assured me that the turntable has a lifetime warranty, and that he will help to make it work right. First, he insisted that either the drive belt or allen screws might be loose and he asked me to tighten them which I did, to no avail. Alan then asked me to make modifications to the table in order to make sure that the drive belt is as tight as possible, and to make sure that the T-bar does not slip by inserting a pin into it. Following his direction, I made these modifications which ultimately did not solve the problem. Alan then sent me an encoder under warranty to replace the existing one. This also did not solve the problem. Alan then asked me to send the turntable back to him so he can troubleshoot and repair it. Alan then called and told me that everything was repaired and charged me for it. After all of this, the turntable still does not work right or as advertised.

    Business Response

    Date: 12/12/2023

    BBB spoke with the business owner and the following was relayed: I contacted the customer directly and we have a time scheduled, I'm going to go there and program it for him.  I believe that this resolves the matter.  Thank you. 

Millhouse River Studio is NOT a BBB Accredited Business.

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