Complaints

This profile includes complaints for Range USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Range USA

  10870 Kenwood Rd Support Center Blue Ash, OH 45242-2812

• 

  Range USA

  10930 Deerfield Rd Cincinnati, OH 45242

• 

  Range USA Akron

  812 Killian Rd Coventry Twp, OH 44319

• 

  Range USA

  99 Orangepoint Dr Lewis Center, OH 43035

• 

  USA Gun Range

  6035 Canal Rd. Cleveland, OH 44125

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:01/27/2024

  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 paid and signed up for the Conceal and Carry class in Mokena, Illinois for $200.00 for today, January 27th, 2024. I also realize I signed a waiver that I would have to cancel two days prior to the class to be able to re-schedule the class for no fee, but I tested positive for COVID yesterday at approximately 4:15 p.m. and tried to reach out to the facility without success. There isn't a Corporate number that I could find to contact, and I sent a message right away. I was finally able to reach out to someone today about having COVID and asked if they could make an exception because I couldn't predict or arrange COVID for two days prior to the class, at which time I was told NO. I have medication I was prescribed for COVID and a bad cough, and had I known I wouldn't be accommodated for this situation I would have put a mask on and went to the Conceal and Carry Class with COVID. I am sure going to the class and putting others at risk wouldn't be ideal and the right thing to do, but $200.00 is a lot of money to lose for something I couldn't control. I would hope that this Business would be kind enough to re-consider and understand this isn't a situation of "just not wanting to attend today." I will re-schedule the class and pay the other $200.00 but a refund for today's class would be more than appreciated.

  Business Response

  Date: 01/28/2024

  Hi, ********

  We are uncertain about your request. It looks like you already rescheduled the class in question to Sat, Mar 16, 2024 8:00 am. Are you wanting to reschedule it again?

  Business Response

  Date: 01/29/2024

  Hello 

  My name is ***** with the Support Center .  I have tried to call you for a reschedule.  Please give me a call at *************  We apologize that you were denied the reschedule due to being ill.  

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:01/26/2024

  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.

  On 11/28/21 three spots in conceal carry class were purchased with a **** credit card for $597.00 (order number ******). The class was for Mom, Dad, and Son and was to be held on 01/15/22. On 01/09/22 (customer service ticket ******) we canceled class because Mom and Dad contracted COVID at a family member’s funeral and Son was exposed. This cancelation was five (5) full days before class was to be held.
  
  Credit for the cancelation was made not to the **** card from the original purchase but in the form of a non-refundable gift card.
  
  On 03/05/22 three spots in conceal carry class were purchased using the gift card refund that was provided for $597.00 (order number ******). The class was again for Mom, Dad, and Son and was to be held on 04/09/22. On 04/04/22 (customer service ticket ******) we canceled class because unfortunately in late March Dad received a cancer diagnosis and was occupied scheduling treatment and surgery. This cancelation was four (4) full days before class was to be held. After the second cancelation we never rescheduled.
  
  To my knowledge, the class cancelation policy is 48 hours (2 days) prior to the start of the class in order to be eligible for a refund.
  
  Ultimately, the plan was to take the class as a family and that was not able to happen. My Dad subsequently passed away, and now taking the class is no longer a priority for my Mom and I. Since late 2022/early 2023 we have simply been requesting a credit to my Mom’s ****, which was the original form of payment (not a credit in the form of a non-refundable gift card), so we can just move on down the road. All of the above has been communicated to customer service many times via e-mail and most recently over the phone where we hoped to find resolution. But instead of doing what they know is right in this situation, we continue to be told how we violated the terms and conditions and are not eligible for a credit card refund.

  Business Response

  Date: 01/28/2024

  Hi, ****.

  We are familiar with your issue and have spoken to both you and your mother about it multiple times. The purchase in question was already refunded in full to a gift card some time ago. Multiple exceptions to our policies and procedures were already made to provide that refund and accommodate your mother. No further exceptions will be made. We consider this issue resolved.

  Customer Answer

  Date: 01/28/2024

  Better Business Bureau:
  
  
  
  The response is unacceptable; however, BBB please close this ticket.  I could not be more disappointed with Range USA corporate customer service as our store experiences were nothing short of excellent.  The fact is that no exceptions were made here.  We did not violate any cancelation policy (both done well in advance of 48 hours as previously stated).  Also, we did not purchase a product (gun, ammunition, accessories, etc.) or gift card that would rightfully warrant a refund in such a way.  I have not requested a penny more than what we paid on our **** for class services that we were unable to take advantage of due to illness and death.  We have since canceled our memberships and have no intention of ever stepping foot into a Range USA store again.  Please enjoy the $597.00 Range USA, you deserve it.  
  
  
  Regards,
  
  
  
  **** *******
  

• Initial Complaint

  Date:01/23/2024

  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.

  They make it impossible to cancel a membership a continue to charge a membership fee. They won’t do it in the store or on the phone. You have to create an account on the website and even then there’s nothing that ever says “cancel membership.” Multiple people on the customer help line said “I don’t know how to cancel.” I tried to create an account and it said, “user already exists.” I tried to reset my password and it set an email with a link that didn’t work. I’ve attached screenshots. I get that message on every device. Still trying to figure it out. Still can’t cancel.

  Business Response

  Date: 01/24/2024

  Hi, *****.

  We see no previous messages from you in our logs, so it looks like this BBB complaint is your first attempt to reach out to us.

  It also looks like you may have already canceled the membership on your own and already resolved this issue.

  In any case, you have a profile on our website where you can easily cancel this membership. We have reset the password for you.

  username: *******************

  password: **********

  Once you log in, simply hover over your name in the upper right, and then click 'My Membership' on the dropdown menu to see the page where you can cancel your membership.

   

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Filing my BB complaint is not the first time I am contacting them about this issue.  This is a flat out lie on their part.   I spoke to the store in ********* ** several times and they said they were filling a tech support request internally and I never heard back.  I also have tried to cancel using the website more than once and was unsuccessful.  That is why I called the store in the first place.  The only way this issue will be resolved is if they cancel my account and refund my membership fees.  

  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 02/05/2024

  Hi, *****.

  We do provide an easy way to cancel online, and in our previous response we verified that you have your login information and that your membership was canceled. We do not provide refunds for payments made prior to cancelation. We did check again for any prior emails, tickets, or messages sent by you to us, and we see none. The terms and conditions for our memberships do clearly state "Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service."

   

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  In their response they said "Member’s accounts will continue to accrue monthly membership fees until explicitly canceled by the Member. Member understands that the Store will under no circumstance cancel an account on behalf of the Member and that the Member is responsible for giving appropriate notice to Customer Service."

  I have called to cancel my account, I send a request through a staff member who said he filed a request internally at the ********* store with no reply, I tried unsuccessfully to login to the website to cancel.  I’m not  wasting any more of my time on the website.  They sent me a link to reset my password that didn’t work.  I have filed a request in writing to cancel my account through the better business bureau.  But I guess none of that counts as “appropriate notice.”  So please consider this request to cancel my account since all my other attempts haven’t worked.  And a refund for charges incurred since I started trying.  

  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 02/08/2024

  Hello 

  We have looked into this and see that the membership was already canceled on the 23rd of January.  Please make sure to check your account for this information. 

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Range USA could have saved everyone a lot of trouble if they would have notified me that they cancelled my account already last month.  Dealing with this company has been a nightmare.  Glad I don’t have to deal with them anymore.  
  
  
  
  Regards,
  
  
  
  ***** ******

   

• Initial Complaint

  Date:01/17/2024

  Type:Product 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.

  On January 16, 2024 I went to Range USA's ********* ** location. I purchased 2 boxes of Federal 12ga ******** (25 rounds each) and one box of ******* 7.62x51 M80 Ball (50 rounds). After leaving and getting home I opened the ******* box and realized there were only 45 rounds in the box. I called the location to see if they could fix this issue for me; I was told to call the manufacturer. I left a review on ****** stating my issue. Range USA replied to that review advising me to create a "ticket" for the issue on their website. I did as they advised only to receive the same response from when I called in the form of an email. If the outcome wasn't gonna change why ask me to create the ticket? If I buy a product from anyone I expect it to be complete and if it's not I expect a refund or a replacement. Most vendors would do this for their customers.

  Business Response

  Date: 01/18/2024

  Hi, ******.

  We can swap the shorted box of ammunition for you at the store any time within the next 30 days. We're sorry for the complications.

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Thank you for making this right. 
  
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:12/19/2023

  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.

  First, if you live in ** I highly suggest you ignore the elite membership, especially if you think you are going to purchase a gun on ********* and have it shipped to Range USA for your free monthly transfer. Range USA removed themselves from ********* for IL after the laws changed. So I paid $70 for an elite membership that I cannot take advantage of my free gun transfer. When I complained about this, Range USA told me to reach out to *********, did not tell me that they removed themselves from IL. Then, I went in to pick up an order for a couple of firearms I purchased from them along with some ammo, and one of the guns I ordered I was told they could ont sell me becaause it has a threaded barell attachment. Keep in mind that the photo on line does not show a threaded barrell and their website did not say not for sale in IL like all the other illegal guns in **. Because I had fianced this order, I was not able to tke any of the merchandise that I had ordered. No help in figuring out which gun I needed, no help in getting sale price that had expired or things that were no longer available. So I naturally complained about all of this. All through email, no swearing. I went on the website and found the correct gun for **, added even more $ to my order, and sent that in. I got an email saying it was being processed and then being shipped. Then 2 days later I get an email saying my order was cacelled with no reasoning whatsoever. I go on line and log in and see that now it says I am no longer a member. No refunds for my membership have come, so I emailed again to find out what is giong on. They responded with because of my complaining through email earlier this week they have cancelled my order, cancelled my membership, and put me on their list of people that is blackbooked from all of their locations. They banned me from spending money, cancelled my $2500+ order, and banned me form all facilities because I complained about their customer service.

  Business Response

  Date: 12/20/2023

  Hello *****

  We are sorry you feel this way however, you were denied due to the harassment of corporate employees that were trying to help you.  As for *********, we do not own them or their website and suggested you reach out to them for better instructions.  You were asked nicely to calm down so that we could help you and you refused to .  Below is an example of one of the emails sent to us. 

  Posted by ***** ******* ****** on 12/19/2023 11:48am
  Wow, so you guys screw up and now I am not allowed to use your facilities.
  I never made any issues in a store or anything, never cussed at anyone,
  nothing. Wow. I was trying to spend money with your company, even become
  an employee. You guys are a joke. I will make sure as many people as I
  can possibly tell hear about all of this. My mission now is to destroy
  range usa's reputation. Worst customer service ever. I will spread the
  word throughout the 65,000 employees with ***** **** that Range USA treats
  their customers like crap. Dont think I can? Wait and see.
  

• Initial Complaint

  Date:12/18/2023

  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 went in on 11/04/2023 to discuss a private gun lesson, I spoke with Jake the instructor, and he scheduled me an appointment for 11/27/2023, he never mentioned a refund policy or missed class protocol. I then paid for range time that day and went in by myself, I was advised the person inside could assist but he's not an instructor. I stayed about an hour and left.
  I misplaced my receipt so I called in on 11/27/2023 at about 12:32 pm and asked if they could confirm the time of my appointment which is scheduled for the next day. I was told they don't have access to the schedule but to call back "later" when Jake comes in he would have access to see the schedule.
  I then called back about 6:30pm-6:45pm as I got off work at 5:30 pm. I spoke with Jake advised I had called earlier trying to get my time for tomorrow. He said your appointment was for today. Now I paid for a 2-hour lesson. I asked if I could reschedule he said to go online and create a ticket and they are pretty good about reschedules. (Had I known it would result in this I could have gone in late of course but at least got an hour) But I followed Jake's instructions and was advised the next day that they don't reschedule missed appointments. The response to the email said they only reschedule if it's within 2 days of the appointment. Now I called on Tuesday to speak to the store manager Shawn, he said he would reach out to them because they have taken the option of the store rescheduling. He acted as if he was understanding and said no one has money to just give away now days. I agreed! I called several times after that and even spoke with the assistant manager and was told he would reach out to Shawn because it was the weekend and get back to me by Monday. Well, I didn't hear back again, I then called to speak to Shawn but he wasn't in so I spoke with the assistant manager again to advise I found my receipt and there's nothing stated about no refund. He said he would leave a message for Shawn and still didnt hear back.
  I called today and Shawn's whole demeanor changed. He said they won't refund your money saying an email was sent saying there are no refunds. I told him I never received that email and if you dont mind sending that to me because I would be contacting an attorney. He said that makes no sense when you would have to pay more for an attorney you dont need the $133 after all. I said are you serious right now? He said yes when you people start talking about an attorney if sounds ridiculous because you're not ( making a mockery of me). I said its funny how your whole attitude changed since our first phone call. He said because I cant help you, its the instruction department if they dont want to help I sure can't. And you knew when your appointment was because everybody knows when their appointments are. I said apparently I didnt which is why I called and if I wouldvebeen told I wouldnt come in dont you think.

  Business Response

  Date: 12/19/2023

  Hi, ******.

  As explained in our Reschedule/Cancelation policy, customers are permitted ONE class/lesson reschedule per order as long as the reschedule is made at least 2 days in advance of the ORIGINAL class/lesson date on the order.

  We do see that you did not contact us until that time had already passed.

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********

  As I previous said and it was noted I called in on Nov 27 about 12:32pm asking what time was my appointment on what I thought was Nov 28. I was advised they could not see the schedule and to call back "later when Jake comes in". I was never given an exact time just told "later". So I called after I got off work which was about 6:45ish. I talked to Jake who then told me my appointment was scheduled today. When I asked about rescheduling his exact words were "you need to go online and create a ticket, they are pretty good about rescheduling". So nothing indicated urgency or I would've just come into my appointment late because it was for 2 hours. I could've gotten at leat an hour instead of just loosing my money all together. How do you think thats fair, there was no reminder sent as if they want this to happen so they can just take people's money.

  I was never informed of a rescheduling/missed policy. And again I called the afternoon of the Nov 27. Like the store manager said they should be able to see the appointment times to assit the customers. Or there needs to be a backup method in place. What business now days are not sending reminder emails or text. Shaddy businesses lke RangeUSA who wants to make a profit off of stealing from their customers.

  Business Response

  Date: 12/21/2023

  Hi ******,

  You were provided with the receipt that listed the time of the class in-person, and you were also sent an email with the time of the class on 11/04.

  As explained in our Reschedule/Cancelation policy, customers are permitted ONE class/lesson reschedule per order as long as the reschedule is made at least 2 days in advance of the ORIGINAL class/lesson date on the order.  

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********

  As I keep saying I cashed in Nov 27 @ about 12:34pm asking for the time if my appointment which I thought was scheduled for the next day Nov 28. 

  I was advised to call back "later" to speak with Jake because only the instructor can see the schedule. I was very given an exact time to call back.

  I was on my lunch break at the time, so when I got off work and called back to speak with Jake after 6:30 he said my appointment was today.

  I asked about a reschedule he said go online, create a ticket and they are pretty good about rescheduling. Which apparently was a lie.

  How can you just take someone's money when you never bothered sending a reminder email or text? 

  Which I see why.. So you can steal from people. I need my money back! This is just bad business all together, especially when you're trying to hold on to the fact you send an confirmation email but I never received it!

  Business Response

  Date: 12/29/2023

  Hello

  We do apologize, however, these were in the terms and conditions you agreed to at the time of checkout.  You had the date and time in your account online that was there to view at anytime.  We do not do same day cancellations as we have to pay the instructor for showing up for the full time.  It is up to the customer to cancel within time .

  Customer Answer

  Date: 12/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********

  You keep saying the same thing over and over again. You got $133 of my money and did not provide me a service. I would like to get a refund! Or $133 in store credit. I do not have $133 to just be wasting when I made a conscious effort to check for the date and was not given the information and then was told by your instructor that I can reschedule and it shouldn't be a problem. No one is saying seems to take that into consideration

  Business Response

  Date: 01/02/2024

  Hi, ******.

  You were presented with the terms of service via email when you made your purchase. The terms of service were included in that email along with the time and date of that class. The time and date of the class were also printed on the receipt you were provided in-person at the time of purchase. Unfortunately, there are costs associated with these types of lessons, and we cannot offer refunds for missed lessons, as it would result in a loss to our company.

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********

  If that your stance thenthat's a bold face lie. Clearly the reciept is attatched to this claim. There's absolutely nothing saying anyting about cancellation of a class. Again I did try t call the day of and no one was willing help me because they didnt have access to the schedule. This shows how again you just want to take people's money because you never sent a reminder text or email. And how about the fact that your instructor told me I can reschedule by creating a ticket? Why are you fighting me so hard not to at least give me store credit? You want to just have $133 for absolutely nothing? that makes no sense to me. This is bad business and horrible customer service. 

• Initial Complaint

  Date:12/12/2023

  Type:Billing 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 made a online purchase with Atlantic Firearms. I contacted Range USA at **** ******* ****** Cv in Memphis Tn to facilitate a FFL transfer request and was told to fill out a online form with all required information regarding my order and weapon make and model which was a Century Arms Mini Draco pistol. I was required to do this by Atlantic Firearms before being able to make the purchase. Range USA sent their license to Atlantic Firearms accepting the transfer. The order was shipped and delivered on December 11th 2023. I received a email from Logan K***** on the same day stating that they would not be able to facilitate my transfer based on information in their system and that they would be returning my purchase to Atlantic Firearms. No explanation of why. I am not prohibited in any way from owning or purchasing firearms. I just recently purchased a pistol from this exact location less than 3 months prior. So this information in their system in my opinion just way of them saying that they don’t want to sell this type of firearm to a woman or based on my address.. a African American woman. Now this restocking fee is 20% and will cause me to lose money because of their discrimination. In fact the same gun is on their website but cost more which is why I bought it from Atlantic Firearms. I believe this action was discriminatory based on the fact that there is nothing im their “system” preventing me from purchasing this particular firearm.

  Business Response

  Date: 12/13/2023

  Hi, ********

  We refused your transfer due to a straw purchase concern. That concern arose from a previous issue in which you placed an order for a firearm using a credit card in someone else's name. We do monitor our orders for activity of that type, and in accordance with ATF regulation and federal law, we are required not to proceed with any transaction for which there is any indication the firearm will be transferred to any other person than the person filling out form 4473.

  In reference to your refund request: We never charged you anything. We did not charge any "restocking fee" and we do not charge restocking fees for incoming FFL transfers. If ******** Firearms charged you a fee, you should direct any requests for refunds to them.

  Customer Answer

  Date: 12/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  ******* *****
  

• Initial Complaint

  Date:11/03/2023

  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.

  On 10/25/23 I purchased a CCDW class for myself (****** ********) & my daughter, ****** ***** to attend on 11/4/23. Store cancellation policy is you may cancel/reschedule 1 time only, 2 days in advance of the class date. On 11/1, I became ill & went to my doctor. I tested positive for *****. I called the store on the evening on 11/1 & spoke to Stacy & asked to reschedule the class for myself & my daughter due to me having *****. He instructed me to go online & open a help ticket to get the class rescheduled. I opened help ticket #****** on 11/1 requesting a class reschedule for the class on 11/4. I received a response to the help ticket on 11/2 stating I had to log into my account to update the class. The help ticket #****** would not let me response directly to that thread. So, I created a new help ticket #****** on 11/2 summarizing my need to reschedule due to illness & stating I did not create a login when I registered for the CCDW class. So, I needed to know how to reschedule the class another way. I received a response on 11/3, referring to the cancellation policy that I was no longer able to reschedule the class as the 2 day advance deadline for rescheduling had passed. They made no acknowledgement to my previous contact attempts &/or offered further explanation for how to adjust class issues on their website.
  I called the Florence location on 11/3 & spoke to Kevin where the class was to be held on 11/4. Kevin stated he would look into the situation & return my call. I received a new help ticket response referring to the cancellation policy again. Still their response had no acknowledgement of my previous contact attempts to them &/or how to adjust classes on their website. Since we are unable to attend the class on 11/4 due to illness & ***** protocols, I would like a refund of the $170 class fees paid ($85 each) as services will not be received & the company refused to give sufficient assistance to reschedule.

  Business Response

  Date: 11/03/2023

  Hello

  Unfortunately, at the time of purchase the terms and conditions were emailed to you.  These at the time of purchase were agreed upon.  You may also visit our FQA on our website at rangeusa.com.  We will provide this link below.

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

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ********

  I notified the store on 11/1 which was within the timeframe I was allowed to reschedule. I completed the online help ticket as instructed on 11/1 (see automated response email from website which is dated 11/1 (Wednesday). 

  It is not my fault that when I notified the company that myself and my daughter could not attend the class due to ***** illness that they did not provide proper instructions to actually reschedule the class. I responded timely and attempted to find out how to proceed with rescheduling as the instructions given did not work. They ignored my requests for assistance and just stated I was no longer eligible to reschedule because the timeframe to reschedule had expired. That is not proper customer service.  You don’t ignore people or give them vague answers and then just say sorry we are keeping your money and refuse to reschedule the service they paid for. 

  Business Response

  Date: 11/03/2023

  Hello ******,
  On 11/01/2023 @ 10:30 PM EST, we received a ticket/email from
  you (afterhours, we close the office at 7:00 PM EST), regarding the illness. We
  replied to you the next morning on 11/02/2023 @ 7:55 AM EST giving you step by
  step instructions with pictures on how to reschedule your class. In the first
  line of this email, we state that this will only allow you to reschedule if you
  are within the timeframe. The email also includes our Reschedule/Cancelation
  Policy at the bottom. This policy can be found in the description for our
  classes/private lessons, in the Terms and Conditions you accept prior to the
  purchase, and in the email received once a class/private lesson is purchased.
  The second ticket/email you sent to us on 11/02/2023 @ 10:42 PM
  EST, you notate that you were not able to reschedule as you were not within the
  two-day timeframe... this is correct. The third ticket/email that was sent from
  the store to us regarding another phone call made to them, we stated the same
  information... it was past the timeframe.
  Your first and second tickets/emails were not submitted until
  after business hours for our ranges and our main office, which is why we could
  not respond to you until the next morning. You would have been able to
  reschedule this class up until Noon on 11/02/2023, as per our policies it does
  clearly state (only referencing the first line): Reschedule/Cancelation Policy: Customer will be
  permitted ONE lesson reschedule if the reschedule is made at least 2 days
  before the ORIGINAL lesson date on the order. Any attempt to reschedule your
  lesson after Noon on 11/02/2023 would result in the inability to do so per this
  policy.
  Again, our policies are clearly stated, and you would have had
  enough time to do so even with the late submission of the ticket/email, but
  because this was not completed, this is why you were not able to reschedule,
  and why you are not eligible for a refund.
  Thank you.
  

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I did not find the response to be accurate  However, the corporate office contacted me and issued a refund. So, the situation has been resolved elsewhere   Thanks to the BBB for your assistance with this situation.   
  

   

  
  
  Regards,
  
  
  
  ****** ********
  
  

• Initial Complaint

  Date:10/25/2023

  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 firearm online, and the purchase went through. I showed up in store (******* **), driving 20 minutes, waited 20 minutes, filled up the form **** form which went through background check, and then the store informed me that they don't sell firearms to lawful permanent residents , only to US citizens. IL law makes it a violation to refuse service based on immigration status in several contexts. Notwithstanding that point, I was given no documentation at the store that the sale was refused, and the only receipt I was given only showed that I had paid 297.00 , with no indication that the sale was actually refused. I was told that the store cannot refund me any money. And asking to see where their policy is written I was insinuated physical violence, "not a good idea to make trouble, this is a gun shop" (the trouble I was making was asking to see their policy). This policy of no sale to legal permanent residents is only mentioned in tiny fine print. The web-page can easily make it so that a sale is refused unless someone checks a citizenship box, but that is not the case. I guess they want to take your money, and then its on you to make hundreds of calls and emails to get that money back. I want the full amount refunded, and compensated for harassment, discrimination, and wasting my time. The rude borderline racist store manager was Alfonso R. and Chuck H. order #*******

  Business Response

  Date: 10/25/2023

  Hello, ******.

  Your order was already fully refunded.

  The ATF expressed in some recent communications their future intention to revoke, or attempt to revoke, our license to sell firearms, simply based on our willingness to sell to anyone who is not a U.S. citizen--even though those transactions are fully legal. As a result, we have been forced to choose between discontinuing those transactions, or losing our business. Given those terms, Range USA has chosen to discontinue firearm sales to anyone who is not a U.S. citizen. It is simply too great of a risk to our company. We hope you understand. You are more than welcome to utilize our range and make any purchase except for a firearm.

  We are sorry for any inconvenience this caused you. We hope that circumstances change in the future, so that we are able to revert this policy.

• Initial Complaint

  Date:10/05/2023

  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.

  Coming from A Law Enforcement background , and working with multiple police departments... i seen a good deal at Range USA on a ******* ** **** *** ******.. so i purchased it on September 13th 2023... today is october 4th im writing this review ... on october 3rd after over 2 weeks i got the proceed i drove to the store and i was still not allowed to get my gun even after it said "proceed" the salesmen said the computer said "do not serve" even with a proceed... long story short dont buy from this company.... go there use there range and leave.... nothing more nothing less.... horrible expeirence. Amount of money spent was 476.99

  Business Response

  Date: 10/05/2023

  Hello
  We have been in contact with you multiple times to let you know the firearm is not given to the customer unless the **** is a proceed.  All of the times you were trying to collect the firearm, we expressed to you that the background check was still a delay.   We have then had to deny you service due to the threat of a chargeback and multiple times of coming into the building and verbally assaulting the staff with inappropriate words.  The firearm was refunded 10/04/2023 and will go back onto the card on file.