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:12/08/2023

  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.

  We purchased a Premium Package from Mechanical Bull Sales June 7, 2023. Documents were completed June 23, 2023 for the Loan and purchase.MBS said the Premium Control was backordered and should ship in 2 or 3 months. We received our order minus the Premium Controller at the end of August. MBS sent their standard controller to use while waiting on our Premium Controller. We paid for the complete order including the Premium Controller upfront.Since August MBS continued to tell us the unit is in Production. At one point I was told it would be ready in November, then December and now we have not received any updates on that MBS is contacting a production contact. During a recent event I tried to call MBS Technical Support with questions an electrician had about a location we were setting the Mechanical Bull up. When I tried to speak to the tech, George, he hung up on me, was angry and sent me a text which he said, "Your too dumb to work with. You have no respect for people or their business hours. You will always fail."I called Kim B**** from MBS and she sent a text stating, "not to call them". Kim has not returned any of our calls. This is unprofessional considering we have paid MBS in full for our Premium Package and paying on a loan for the total of our purchase. I would expect MBS to be updating us delivery dates. Instead we have not received the proper technical support for our MBS Premium Package that is under a 3 year warranty. We have been insulted for trying to reach technical support when it was critical for our operation and cut off from contact with the only representative we have a number to. We reached out to the owner Gracienne M**** to let her know what is going on, including our encounter with Technical Support contact, George.This situation seems out of hand and we are very concerned about the money we have invested in this equipment.We would like to informed about the time line and delivery of the equipment we have paid for.

  Business Response

  Date: 12/08/2023

   

  In regards to customer complaints, we have responded in blue below:

  We purchased a Premium Package from Mechanical Bull Sales June 7, 2023. Documents were completed June 23, 2023 for the Loan and purchase. This is incorrect. The Sales Agreement was signed June 15th, however, MBS did not receive notice of payment from Customer’s bank until June 28th, and the payment did not clear MBS bank until June 30th, date of actual purchase considered. Sales Agreement with email from customer as well as payment receipt from financial institution attached. MBS said the Premium Control was backordered and should ship in 2 or 3 months. This is incorrect. Customer was told an approximate 4 month lead time. MBS Would not give a sooner date and set ourselves up on purpose for failure to meet a date. We received our order minus the Premium Controller at the end of August. - MBS sent their standard controller to use while waiting on our Premium Controller. Customer received bull system on August 21, 2023. In an effort to help the customer have possession of a working bull system sooner so they could start earning an income, MBS offered, and customer accepted, a "Loaner" panel with the mechanical bull system because he was aware of the long estimated lead time on the Pro-Series (Premium) panels. The difference between the "loaner" panel and the Pro-Series control panels are: The loaner is run manually while the Pro-Series can be run manually but it also includes 20 preset auto rides and a display timer. They are both 220 volt only systems. We paid for the complete order including the Premium Controller upfront. Customer financed through a third party where he makes payments to. Since August MBS continued to tell us the unit is in Production. At one point I was told it would be ready in November, then December and now we have not received any updates on that MBS is contacting a production contact. Customer admits in this statement he was aware of the approximate 4 month lead time. From the date MBS received payment, an approximate completion date for the Pro-Sereies panel would have been in November. Customer started inquiring about the Pro-Series panel well before the estimated delivery date. There were unfortunate delays due to supply chain issues out of MBS control. Customer continued to keep and use the loaner panel. Customer had been given updates, even recently. Please see the attached update from just yesterday. During a recent event I tried to call MBS Technical Support with questions an electrician had about a location we were setting the Mechanical Bull up. When I tried to speak to the tech, George, he hung up on me, was angry and sent me a text which he said, "Your too dumb to work with. You have no respect for people or their business hours. You will always fail."I called Kim B**** from MBS and she sent a text stating, "not to call them". Kim has not returned any of our calls. This is unprofessional considering we have paid MBS in full for our Premium Package and paying on a loan for the total of our purchase. Customer has continued to contact MBS tech support and management at all hours of the day and night via phone calls and text messages, to the point of harassment. He was not contacting MBS with technical questions but complaining via calls/texts that the mechanical bull system is a 220 volt system and he wants to rent the bull out to a location that does not have the power setup to run a 220 volt system. Customer was aware of what he purchased (signed a sales agreement) and continued calling and demanding MBS provide him with items to make that location work for him. Customer was given suggestions on what he could purchase if he wanted to work at any location that does not provide 220 volt power, and was also told he needed to contact a local electrician. MBS does not provide those products outside of a mechanical bull system. Customer continued to call with the exact same demands over and over as well as complaining that he cannot find any business anywhere, that nobody will hire him. The non-stop harassment of management and tech support would not stop, therefore that is the reason that we have had to push him to only communicate with MBS via email. There have been no technical issues with the system he has been using since August 21, 2023 and we have provided over-the-top support outside of technical issues. Customer service and support is very important to Mechanical Bull Sales and we have hundreds of satisfied customers with a current A+ rating on BBB to show after 17 years in business. Unfortunately it seems there is no amount of effort that we can make to satisfy this customer. I would expect MBS to be updating us delivery dates. Instead we have not received the proper technical support for our MBS Premium Package that is under a 3 year warranty. MBS provided updates to the customer as we received them from the production line and our vendor. Most recently this week. There is a 3 year warranty on the motion base and the control panel for technical problems - not buyer's remorse. We have been insulted for trying to reach technical support when it was critical for our operation and cut off from contact with the only representative we have a number to. We reached out to the owner Gracienne M**** to let her know what is going on, including our encounter with Technical Support contact, George.This situation seems out of hand and we are very concerned about the money we have invested in this equipment.We would like to informed about the time line and delivery of the equipment we have paid for. Customer contacted our tech support technician and verbally berated him, cursing at him with repeated profanities, and yelling. MBS staff does not expect any of their staff to endure any sort of this type of abuse from another person or customer. Our agent should not have lost their cool with the customer even so and we have used corrective action with our agent. Again, customer was recently advised of a completion date for the panel. The customer has had an entire mechanical bull system since August 21, 2023 in working order with no technical issues. Since August 21, 2023, the customer has continued to complain, demand money back on items that are not defective, has demanded MBS provide items outside of their scope of work, and has argued with one of MBS's vendors. Another mechanical bull customer of ours contacted us indicating that this customer would not stop contacting him and harrassing him as well, and he ultimately also blocked his phone number.

   

  Customer Answer

  Date: 12/11/2023

  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, details of the offer I reviewed appear below.
  

  My responses are in bold:

  We purchased a Premium Package from Mechanical Bull Sales June 7, 2023. Documents were completed June 23, 2023 for the Loan and purchase. This is incorrect. The Sales Agreement was signed June 15th, however, MBS did not receive notice of payment from Customer’s bank until June 28th, and the payment did not clear MBS bank until June 30th, date of actual purchase considered. Sales Agreement with email from customer as well as payment receipt from financial institution attached. MBS said the Premium Control was backordered and should ship in 2 or 3 months. This is incorrect. Customer was told an approximate 4 month lead time. MBS Would not give a sooner date and set ourselves up on purpose for failure to meet a date. 
  

  This is incorrect, I was told the Premium Controllerwas 2 or 3 months behind.

  We received our order minus the Premium Controller at the end of August. - MBS sent their standard controller to use while waiting on our Premium Controller. Customer received bull system on August 21, 2023. In an effort to help the customer have possession of a working bull system sooner so they could start earning an income, MBS offered, and customer accepted, a "Loaner" panel with the mechanical bull system because he was aware of the long estimated lead time on the Pro-Series (Premium) panels. The difference between the "loaner" panel and the Pro-Series control panels are: The loaner is run manually while the Pro-Series can be run manually but it also includes 20 preset auto rides and a display timer. They are both 220 volt only systems. We paid for the complete order including the Premium Controller upfront. Customer financed through a third party where he makes payments to. The

  Financing company was recommended by MBS.

  Since August MBS continued to tell us the unit is in Production. At one point I was told it would be ready in November, then December and now we have not received any updates on that MBS is contacting a production contact. Customer admits in this statement he was aware of the approximate 4 month lead time. From the date MBS received payment, an approximate completion date for the Pro-Sereies panel would have been in November. Customer started inquiring about the Pro-Series panel well before the estimated delivery date. There were unfortunate delays due to supply chain issues out of MBS control. Customer continued to keep and use the loaner panel. Customer had been given updates, even recently. Please see the attached update from just yesterday.

  We did not receive timely updates from MBS and this is why I called to ask about the status of our Premium Controller.

  During a recent event I tried to call MBS Technical Support with questions an electrician had about a location we were setting the Mechanical Bull up. When I tried to speak to the tech, George, he hung up on me, was angry and sent me a text which he said, "Your too dumb to work with. You have no respect for people or their business hours. You will always fail."I called Kim B**** from MBS and she sent a text stating, "not to call them". Kim has not returned any of our calls. This is unprofessional considering we have paid MBS in full for our Premium Package and paying on a loan for the total of our purchase. Customer has continued to contact MBS tech support and management at all hours of the day and night via phone calls and text messages, to the point of harassment. He was not contacting MBS with technical questions but complaining via calls/texts that the mechanical bull system is a 220 volt system and he wants to rent the bull out to a location that does not have the power setup to run a 220 volt system. Customer was aware of what he purchased (signed a sales agreement) and continued calling and demanding MBS provide him with items to make that location work for him. Customer was given suggestions on what he could purchase if he wanted to work at any location that does not provide 220 volt power, and was also told he needed to contact a local electrician. MBS does not provide those products outside of a mechanical bull system. Customer continued to call with the exact same demands over and over as well as complaining that he cannot find any business anywhere, that nobody will hire him. 

  Many of our potential customers with indoor venues did not have access to 220 volt power and posed an issue with potential bookings as it would require an electrician an additional cost for installations. My calls to MBS were an effort to seek solutions for this issue.
  

  The non-stop harassment of management and tech support would not stop, therefore that is the reason that we have had to push him to only communicate with MBS via email. There have been no technical issues with the system he has been using since August 21, 2023 and we have provided over-the-top support outside of technical issues. Customer service and support is very important to Mechanical Bull Sales and we have hundreds of satisfied customers with a current A+ rating on BBB to show after 17 years in business. Unfortunately it seems there is no amount of effort that we can make to satisfy this customer.

  Many of my concerns have come from using the Loaner and making sure we were using it to its capabilities and locations we are setting up with on site electrical and the fact MBS uses 220V systems. Many electricians have asked why MBS uses a 220 volt platform for power setup. Most buildings use 208/110 Volt electrical. Even during a conversation with the MBS electrician he mentioned 220 volt could be a challenge in many locations. Most outlets are 120v from a 208 volt Service. This was the situation at the Mall with only a 208 volt service. Our efforts to contact MBS were to confirm the system could be used on a 208 volt service to accurately project the job cost for the electrician.

  I would expect MBS to be updating us delivery dates. Instead we have not received the proper technical support for our MBS Premium Package that is under a 3 year warranty. MBS provided updates to the customer as we received them from the production line and our vendor. Most recently this week. There is a 3 year warranty on the motion base and the control panel for technical problems - not buyer's remorse.

  My concern was because I wanted to take care of the Loaner unit we were using to ensure we had the proper power connections to the unit.  Yet, they took this as harassment. At no time did I harass Tech support.  I was hoping to receive prompt, professional advice. The night of November 14 we needed advice on a setup at the Asheville Mall. The electrician at the Asheville Mall had questions about the voltage for the MBS system. I was paying an electrician to install an electrical connection and did not want to get the wrong product and end up spending more money. I contacted MBS in order to have these items addressed for the setup. I was trying to reach Tim Tuggy, the MBS electrician for some equipment details, but he was not available. Instead, MBS had George call me at 7:25 PM. When he called I was having trouble with cell reception and I told George that. He got mad and cursed me and the call dropped. I tried to call him back because of the cell service where I was located. George then sent a Text saying "You're too dumb to work with. You have no respect for people or their work hours. You will always fail."
  This was a disturbing response since I was only trying to get the proper information to our electrician.

  We have been insulted for trying to reach technical support when it was critical for our operation and cut off from contact with the only representative we have a number to. We reached out to the owner Gracienne M**** to let her know what is going on, including our encounter with Technical Support contact, George.This situation seems out of hand and we are very concerned about the money we have invested in this equipment.We would like to informed about the time line and delivery of the equipment we have paid for. Customer contacted our tech support technician and verbally berated him, cursing at him with repeated profanities, and yelling. This is not true. When I contacted George I told him I had a bad cell service connection, I was frustrated with my cell service and was trying to deal with limited cell service.

  MBS staff does not expect any of their staff to endure any sort of this type of abuse from another person or customer. Our agent should not have lost their cool with the customer even so and we have used corrective action with our agent. Again, the customer was recently advised of a completion date for the panel. The customer has had an entire mechanical bull system since August 21, 2023 in working order with no technical issues. Since August 21, 2023, the customer has continued to complain, demand money back on items that are not defective, has demanded MBS provide items outside of their scope of work, and has argued with one of MBS's vendors. Another mechanical bull customer of ours contacted us indicating that this customer would not stop contacting him and harassing him as well, and he ultimately also blocked his phone number.

  Who is this? I have been in contact with only one current MBS owner and we talk often. The system he has is similar to mine except in a 120 volt version but even has said the 220 volt would be a challenge at many locations he has serviced.

  MBS has informed me of a potential completion date and has now added additional stipulations that are not part of our current contract.
  Originally,MBS had agreed to ship our Premium Controler once it was complete, once I received the Premium Controller then, I would return the Standard Controller.  Now, Kim has sent an email, asking us to put a credit card down on file before they will ship the unit, which we have already paid for. Then we return the Loaner unit. MBS has received payment for our entire Premium Package in Full. If we have to ship the Loaner back then wait for delivery of the Premium Controller it would cause us to shut our business down. We cannot afford to be without a Controller during this time, it would shut us down for 10 or 15 days days and be catastrophic to our business to send the Loaner back before we receive our equipment that has already been paid for. 
  
  It is unfortunate that it has come to this. It is not my intention to draw this out, rather to be a good owner of the equipment we use in our business. We enjoy the MBS product as do our customers. Since we have a Loaner unit we treat it very carefully and want to make sure it is well taken care of while in use.
  ******* and I would like MBS to send us our Premium Controller once it is completed. Once It arrives we will immediately ship the Loaner Controller back to MBS.  We would ask MBS to honor this agreement.
  

  
  

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

  Business Response

  Date: 01/02/2024

  Here is the email that was sent to the customer today.  He was told this same information on 12/21/2023 via an email where he was advised the panel was completed.  The credit card auth form to is also attached for his signature and information to insure receipt of the loaner panel.  This can be emailed directly to MBS and not through the BBB portal for security purposes. 

  ****,
  
  We are not going to change any language on the credit card authorization form.   
  
  You have been provided the options below and both have zero cost to you:
  
  Option 1 -  We coordinate with you to have the loaner panel picked up so that we get it within two-three business days and we then ship the new controller to you which should also take two to three business days.
  
  Option 2 - You provide a valid credit card on a signed Authorization Form, we would charge the card half of (to secure the loaner controller) and ship the new premium controller. Once you receive the new premium controller and test it, you can ship the loaner panel back to us and we will reverse/refund the charge and return the money to the credit card once we receive it back.  
  
  We are stating in writing that we will refund the hold on the credit card when we receive the loaner in good condition. You should take pictures of it prior to shipment and make sure it is packed well that way in the event it is damaged during transport, it will be insured by FedEx and not your responsibility.
  
  
  Kind regards,

   

   

   

   

  Customer Answer

  Date: 01/04/2024

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

   
  MBS is asking us to pay $3,000 as a deposit to get our Pro Controller which they have been paid $32,500. This is an excesive amount that is causing a financial hardship to our business. We have paid MBS $32,500, in full for our complete equipment package payment since July 2023. Kim voluntarily offered to send the Loaner controller because of a manufacturing delay. At no time during the past four month's did Kim ever indicate they would charge us to exchange the Loaner controller for our Pro Series Controller that they have been paid in full. We even spoke about this during a phone conversation just after we recieved our order in August along with the Loaner and Kim said they would simply exchange the Pro Controller and then we would return the Loaner as not to interupt any business operation.MBS continues to move the goal post. We feel they are taking advantage of the situation and placing harsh requirements on us that were never part of our original conversations and agreement. The equipment is fully insured and yet Kim and the owner Graceinne remain unresponsive not returning any of our phone calls, MBS continues to hold our Pro Series controller which has been paid in full while demanding more money to send us our completed order that they have been paid $32,500. This situation is making us feel hostage to MBS demands and causing a great deal of stress for my wife and I. All we want is our equipment that MBS has been paid for and return the Loaner Controller to MBS. Yet MBS continues to require us to pay $3,000 to make this exchange. I offered to pay MBS a $1,000 deposit to make the exchange which is reasonable for us. After all this, we are concerned MBS will not refund our money and continue to cause problems. 

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