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:04/24/2024

  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 purchased the **** Trampoline Grand Champion InGround from Amazon in May 2021, with **** *** listed as the seller. The invoice clearly states that the product comes with a lifetime warranty. However, in December 2023, I reached out to **** *** with a complaint that the product was already breaking apart. The springs had broken, and the hooks from the jumping mat had deteriorated. The manufacturer responded by stating that the warranty was only valid for two years and they couldn't assist me further. They even provided a document to support their claim, which surprisingly listed a five-year warranty for the springs. Despite this, the manufacturer continues to refuse to honor either the lifetime or the five-year warranty.

  Business Response

  Date: 05/16/2024

  According to **** staff, this customers warranty claim has been settled.  Although rust is not covered under warranty, a **** representative has previously been in touch with the customer to allow for a one time courtesy replacement for springs and the customer has accepted the resolution in writing.  Regarding warranty, I have submitted copies of the warranty as printed in the owner's manual of the product. The warranty applies only to material and manufacturing defects related to the **** product and related parts.  As shown in the attachment, the warranty becomes null and void if any of the conditions exist.  Damages caused by the influences of weather such as Rust are a condition that voids the warranty.  The pictures provided by the complainant clearly show that the point of attachment from the springs to the jump mat have severe rust causing failure.  This is not covered under ****** warranty as this condition is caused by improper drainage under the inground trampoline which allows water to puddle vs drain.  Also attached is the **** manual page detailing maintenance for the trampoline.  As listed, the hole beneath the trampoline should be inspected to ensure there is adequate drainage for rain water.  A full manual exceeds the upload requirements but will be forwarded upon request.  

  Customer Answer

  Date: 05/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. A representative as called me and promised that the springs will be shipped to me soon.  I find that this resolution is satisfactory to me.  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:12/30/2022

  Type:Delivery 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.

  BBB, I ordered the below products from BERG USA on 12/24/2021 and I never received the product. I have contacted BERG USA support several times, but they have never responded to my request. BERG New Holland XXL-BFR SKU: *********** Frame XXL-BFR 1 $1,325.00 BERG Go-kart Cover SKU: *********** 1 $125.00 I would either like to receive the items ordered or receive a refund.

  Business Response

  Date: 02/23/2023

  We have been communicating with *** ***** throughout the process.  We have had 2 lost shipments to him after his initial order that was placed and paid for while the item was out of stock with no planned date for replenishment.  A negative mark on our account is unfortunate.  I have all of the information available to show that we have sent *** ***** 2 karts that were lost, offered a discount on the kart he finally received and had sent additional accessories at no charge as an apology.

   

  Please let me know if I can continue to try to clear this up.

   

  The facts from my side are

   

  1. *** ***** placed an order of an item with no eta of delivery
  2. We shipped on 2 separate occasions his item once in stock and both were lost by carriers
  3. We repeatedly offered a full refund for his purchase
  4. We offered a discount on the purchase when he refused to cancel the order
  5. *** ***** waited an extremely long time for his item that was paid for in full
  6. We were finally able to secure delivery of the item to *** ***** (we always paid the freight)
  7. We sent *** ***** additional items at no charge as an apology to try to rectify the errors in shipping failure

   

  Thanks for your time

   

  CliffC**** Manager, NorthAmerica