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Business Profile

Gun Dealers

Innovative Arms, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gun Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 7/16/24 I contacted Innovative Arms (IA) via their website for warranty work on a rifle suppressor I purchased from one of their dealers in 2015 for $614.00. The unit is covered under a lifetime guarantee and was damaged during normal use. Same day I received an email from Jenny R.W. with instructions on how to return it for repairs along with a shipping label. I shipped it on 7/18/24, was told via phone repairs would take between 2-4 wks.
    Follow Up:
    1. 8/8: Emailed for update, told repairs not finished
    2. 10/14: Called service dept, advised would take 3-6 weeks. I told them it was already 13 weeks. She said they received it 9/30; told her I have shipping receipt for 7/18 and demanded to speak to a manager
    3. 10/14: Received call from Phillip, co-owner, who advised repairs were almost complete and would ship back on 10/18. Asked me if I used a crush washer on my rifle, told him no
    4. 11/29: Emailed company again to advise I still haven’t received it and had no communication from them since the call on 10/14. Asked for an expected date; no response
    5. 12/19: Tried multiple times calling the company but phone rang no answer. Sent them a message through their website requesting an update; no response
    6. 12/20: More calls, mailbox full
    7. 12/23: Voice mail said they’re closed til new year but service dept was open; couldn’t leave msg
    8. 12/23: I sent an email demanding a response and advised next contact would be to an attorney; no response. Received msg back office closed until 1/6/25 but service dept was open
    9. 1/6/25: Called and spoke with Jenny, who immediately went into a tirade about my email sent on 12/23 and said the repairs will not be done and they are shipping it back to me unrepaired. Told her of my call with Phillip and she said he is “just an employee here”. She wouldn’t listen to anything I had to say and hung up on me.
    10. Next day I received it and it was marked “Destroy”. Clearly they never even tried to repair it

Innovative Arms, LLC is NOT a BBB Accredited Business.

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