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Business Profile

Computer Hardware

Trugolf, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints 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 status

Complaint type

  • Initial Complaint

    Date:12/31/2023

    Type:Customer Service Issues
    Status:
    UnansweredMore 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 golf simulator from TruGolf. TruGolf requested that I sign a contract, which included the following provisions regarding installation.
    --
    Space Planning, Delivery, and Installation
    3.1. Upon receipt...TruGolf’s Design Department will reach out to discuss the space planning, installation, and delivery process. Within these efforts, a Pre-Installation package... will be sent to ensure proper points of contact to support Space Planning efforts identify and develop space preparation plans, and coordinate shipping & installation.
    3.3. If Customer provides assistance or technicians for the TruGolf installer to utilize... during installation process, they must be covered by the Customer’s insurance... The Company shall have no liability...for any delay in delivery or installation caused by Customer’s failure to comply [with preinstallation requirements].
    3.5. The installation quote on the Order is an estimate based on the simulator model and...reasonable installation effort... If more time is required to complete the installation solely due to the space not being ready for installation, Customer will be charged...
    4.1. Basic system training will be provided by the Company immediately following the completion of installation.

    TruGolf claims it is not responsible for installation, and has offered a variety of differing arguments. One, the signed sections above are only meant to apply to "full simulator installs." Although offered and signed, TruGolf did not intend for them to apply here. Two, no line-item for installation was included in the attached invoice, therefore TruGolf is not obligated to provide installation (see 3.5). Three, because only I signed TruGolf's offer, the terms were only binding on me and not TruGolf. Four, TruGolf counsel provided that TruGolf only agrees to "discuss the installation process," and not to provide that service (see 3.1). TruGolf also never "discuss[ed] installation." They did not even provide a shipping information.
  • Initial Complaint

    Date:08/26/2022

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    Bought my simulator in June of 2021. Received it in July 2021. The moment I hooked it up, the graphics card didn't work for 5-10min everytime I turned it on until it warmed up.

    1 Yr later the computer completely quit on me, sent it back to true golf to have repaired, emailed me to let me know its been repaired and is back on route to my home. Got it home, hooked it all back up and it still wouldn't even turn on.

    Sent it back again after paying $200 for duties to have it shipped back to me, and came back to me even more damaged, they emailed and said its my fault for the damage because it was improperly wrapped. That's completely inaccurate because I wrapped it in the same bubble wrap that they sent it to me in and the damage was caused when they sent it to me, not other way around.

    They are not taking any responsibility for the damage and are trying to charge me $250 for repairs plus the $200 I already paid for duties and will have to pay another $200 to send it back to me. This machine is supposed to be covered under warranty and will not cover the damage for providing me with a computer I've had problems with since day 1.

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