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:04/15/2025

  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.

  Dear BBB, I purchased an electric cart for ***** ******** winter 2023 as I had hernia surgery. I was told by *** ******** that I would get 500 charges for a total of 500 golf rounds-3 months after recuperating from my surgery I started using the cart and while going down a steep hill sparks and smoke came out of the plug area-the arcing was due to a high current draw or bad wiring (no mention of this in the manual-I called and spoke with ***** and had to send back the cart back which was still under warranty-*** ******** charged my credit card $50 dollars to ship the cart back which I was not happy about, however, I would have not been able to use the cart and would have been out $1,200 dollars-i requested the return to also include the battery because that could've easily been damaged along with many of the other components and ***** said no as I asked several times-now the battery won't charge (using the cart less than 100 times) *** ******** suggested I purchase an electrical plug for $20 dollars which I did and of course it did not work. Now *** ******** will not take my calls on what is next to do - the web-site says to mail back the battery and purchase one in the $400 to $500 dollar range. I do not feel I need to spend that kind of money for a faulty product that *** ******** will not stand behind. For all I know it my be something else that is wrong with the motor based on the cart sparking and smoking when it short-circuited. The sad part about this is that it is now golf season and I do not have a cart. I tried to e-mail and call several times with no response indicating to me that *** ******** wants me to go away. *** ******** is trying to pinch pennies and ignore people who have issues with his carts. I have also had to purchase a speed dial button which I suspect was caused by the arching and all the sparks.. I wish to receive a (NEW) battery which may or may not fix the problem and wil also reach out to any other social media to plead my case.

  Business Response

  Date: 04/15/2025

  Subject: Response to BBB Complaint ID #********

  
  Dear *********** S at the BBB,
  

  Thank you for your communication regarding the concerns of Mr. ******* ***** and for providing us
  the opportunity to respond. We take customer satisfaction seriously and are committed to addressing
  and resolving any issues that our customers experience.
  

  Mr. ***** purchased an electric cart from us in November 2022. Following a malfunction reported in
  June 2023, the cart was promptly returned to us for repairs under warranty, which we completed and
  returned to Mr. ****** Since then, Mr. ***** has not reported any operational issues until recently,
  when he experienced problems with the battery charging.

  
  1. Battery and Charging Instructions: Our batteries are rated for 500 charge cycles, with explicit
  instructions provided in the manual to charge the batteries after every round and at least every 60 days
  while in storage. Failure to follow these instructions can reduce the lifespan of the battery.
  

  2. Initial Repair and Warranty Coverage: ************** first reported the issue in June 2023
  involving sparks and smoke, we repaired the cart under warranty and advised that the battery did not
  need replacement as it was not affected by the reported electrical issue. The cart has been operational
  for the last 20 months.
  

  3. Recent Communications: In response to Mr. ****** recent concerns about the battery, we
  recommended replacing the battery cablea common wear itemas a first step to troubleshoot the
  charging issue. Unfortunately, this did not resolve his problem. We then requested Mr. ***** to return
  the battery for inspection, as per our standard diagnostic process, which involves the use of a diagnostic
  kit to safely transport the battery.
  

  4. Battery Replacement Cost: Mr. ***** has mentioned a replacement battery cost of $400-$500. We
  would like to clarify that our replacement batteries are priced at $369, including shipping. This pricing
  is consistent and transparent across all our communications and is listed on our website.
  

  We would also like to emphasize that each time Mr. ***** reached out to us, we responded promptly.
  

  Here is a brief timeline to illustrate our ongoing efforts to communicate and resolve the situation:
  March 19, 2025: Mr. ***** left us a voicemail regarding the battery issue. We returned his call on the
  same day at 4:24 PM PST.
  March 20, 2025: Mr. ***** sent us an email, and we had a phone conversation on the same day to
  suggest troubleshooting steps. We left a voicemail for him at 9:11 AM PST, and then he returned our
  call and we spoke on the phone at 10:02 AM. We mentioned to him about the battery cable, and sold
  the battery cable at this time.
  March 29, 2025: *************** reported that the new cable did not resolve the issue, we contacted
  him on Monday March 31, 2025, leaving two voicemails (10:08 AM and 11:23 AM) with further
  instructions on the necessary steps to send the battery back for inspection.
  April 1, 2025: Mr. ***** sent us an email which unfortunately was initially missed as it was directed
  to our spam folder. However, we promptly addressed this oversight.
  April 4, 2025: Mr. ***** followed up with another email to which we responded on the same day. In our response, we detailed the necessary steps to acquire a diagnostic kit. This kit facilitates safe

  shipping and enables us to conduct a thorough examination of the battery. We provided a link to
  purchase the diagnostic kit and explained the procedure for safely packing and returning the battery for
  inspection.
  

  These instances demonstrate our commitment to maintaining open lines of communication and our
  dedication to resolving customer issues promptly. We are prepared to continue this level of
  responsiveness to ensure that Mr. ****** concerns are fully addressed.
  

  We are committed to resolving Mr. ****** issue in a satisfactory manner. We understand his frustration,
  especially given the timing during golf season. We propose the following steps to move toward
  resolution:
  Mr. ***** to send the battery back to us using the diagnostic kit were sending to him for
  comprehensive testing and repair.
  Upon receipt, we will expedite the inspection and any necessary repairs to ensure minimal
  downtime.
  ? If the battery is found to be faulty due to a manufacturing defect, we will replace it free of charge.
  ? Lack of proper charging maintenance is not considered a manufacturing defect, and is considered
  abuse on the equipment, and will not be covered under warranty.
  

  We regret any inconvenience Mr. ***** has experienced and are eager to resolve this matter promptly.
  

  We value our customers and are committed to supporting them throughout the life of their product.
  

  We appreciate the BBBs assistance in facilitating this process and hope this response clarifies the
  situation and demonstrates our commitment to resolving our customers concerns. Please forward this
  response to Mr. ****** and we look forward to his cooperation in returning the battery so that we may
  proceed with the necessary service.

  
  Sincerely,
  ***** ********
  Cart-Tek Golf Carts, LLC
  e-mail: **********************************************************
  phone: ************
  ******************************************************************************

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23207173
  
  I am rejecting this response because: Dear *********** and thank you for your time on this.  After reading Mr. ********** 'word salad' I'm even more confused.  Bottom line: Mr. ******** sold me a defective cart and he knows it and that is why he would not return my calls or e-mails when the plug I had to purchase from him a couple of weeks ago did not work to charge the battery.  On several social media sites I noticed complaints with customers being ignored by ********.  The cart Mr. ******** sold me caught on fire with sparks and smoke (under warranty)  and what I am told the battery internal components short circuited causing a surge of current including arcing.  Mr. ******** strong armed me to pay for the return of the cart $50 dollars and refused to allow me to include the battery.  Mr. ******** claims a new battery is $369 dollars, however, he does not mention that he wants an additional $125 dollars to send the battery back for his inspection.  Which puts the new battery in the $500 range mentioned in my complaint.   When I purchased the cart Mr. ******** told me I would get 500 charges and the cart currently has less than 100 charges - and of course now does not work at all.  I request a new battery no questions asked based on having the cart catch on fire.  I am told that it could have been a lot worse as the battery could have exploded causing me great harm.  Mr. ******** needs to stand behind his product and send me a new battery.   

  I request *********** that you please keep this complaint open as I would think Mr. ******** knows after 7 days the case is deemed closed - based on his offer of just sending back the battery.   

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/13/2023

  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.

  I had a water problem with my cart in early August, 2023, and spoke with ***** who was very helpful at first. I was sent an incorrect control board as a replacement and was given the option, by *****, in August to send back existing parts off my cart (receiver, remote control) for reprogramming to work with the control board part I was sent. (I still have it, of course).The parts were sent via *** and arrived at Carttek on August 24 (received by "*******"). ***** even requested the *** tracking number so he could follow up personally. All good.Unfortunately that's the last I've heard from anyone at Carttek even after repeated emails and telephone calls. No status or response of any kind - it's as if the business closed completely unexpectedly.My $1,500 cart has been rendered useless without the parts I sent and I either need to get the original parts back or Carttek needs to fulfill their original promise to supply components that will work with the incorrect control board they sent me. I have been without the use of an expensive piece of golf equipment (my power cart) for 2 months and this needs resolution now. The company's lack of response is a real mystery and I hope I'm not going to be stuck an expensive Carttek product rendered useless by an upgrade that they offered me, but failed to follow through on.original cart = $1,499.00 (3/2020)parts = $192.45 (8/2023)

  Business Response

  Date: 11/28/2023

  We received the parts, updated them via a free firmware update for the customer.  Then shipped them out.   We had communication from ****, and responded back to him via voicemail.   We had shipped the package via ***** but apparently was lost in their warehouse in ****, **, and then all of the sudden one day showed up at our office.  That next day the package was shipped out to ****.

  Customer Answer

  Date: 11/28/2023

   
  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.
  

  While the lack of communication during this period was not explained, Carttek did completely resolve the problem and the product is working again. Their customer service is generally very good but we did have a major disconnect on communications for many weeks which was ultimately resolved. I have no further concerns and continue to like the product. 

  Sincerely,
  
  ***************************