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:03/14/2024

  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.

  I purchased a pitching machine to work with my son for ************* baseball. I received it on June 13th as scheduled, but after putting it together, I found that it did not work correctly. The description on the website states it should pitch up to 100mph (included in the attached documents), but when turned to max ****** it may pitch 20-25mph. I initially emailed and contacted them on June 30th, letting them know the machine was not working correctly. I had gotten very busy with work and had knee surgery, so I did not have time to look into it further at the time. As my schedule began to balance out, I got the machine back out and tried to get it to work correctly, with no luck. I contacted them back on Sept 25th, letting them know I wanted a refund for the defective machine. They told me that they do not accept refunds outside of a 45-day window. I have attached their actual refund policy, and nowhere does it state there is a 45-day window for defective products; that is only if you change your mind when that policy goes into effect. The person I was dealing with refused to send me a refund or even talk about it. I have attached part of our conversation. I also have emails and correspondences back and forth. I contacted them again on Feb 2nd, letting them know the machine was still defective, and sent them pictures of the control panel as they asked. They sent a replacement panel, and I sent the old one back. After installing the "new" control panel, the machine is still in the same state it was before the replacement. I messaged them again on March 11th and they will not respond back at this point. So now I am stuck with a machine that does not work and $1,904.87 out of pocket. All I want is a refund for the machine and to never deal with that company again. I appreciate your assistance; please let me know if you need any other information.

  Business Response

  Date: 03/14/2024

  The customer was not interested in having us help him get his machine repaired, he wanted a full refund. He is outside the 45 day return window when he contacted us.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21423735
  
  I am rejecting this response because:  Their statement is 100% false.  If you look through the attachments I sent that have our conversations you will see that I have asked numerous times for their help to fix the machine.  They would not have sent a replacement control panel if I had not asked for help.  When the control panel did not fix the problem I asked them again for their help and sent a video of how it was not operating correctly, but they will not respond back to me, I have added that conversation in the attachments as well.  Also, as you can see in the refund policy that I attached there are no refund limits on defective items, the refund policy and the 45days are in regards to changing your mind on the purchase.  I would still like a refund since the machine has not worked from the moment it was delivered.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/02/2024

  The customer was shipped a Mound Yeti 2 pitching machine. The reason he is having trouble with the ball speed is that the customer moved the ball adjustment shown in the attached photo. The machine comes from the factory set for the baseball setting. In the photo, you can see the scratches in the paint showing the setting was moved to softball.  This setting is not designed for baseballs, but softballs. Because softballs are bigger, this is the reason he is not getting velocity on his baseballs going through the machine. We don't have any proof that the customer showed us the problem with the settings set properly. 

  In addition, the customer showed the machine being used with the both wheels at the same number. The instructions clearly say NOT to do this as the machine will throw knuckleballs. See the additional attached item.

  This customer has been difficult to communicate with and made up his mind he just wanted to return the machine without proof of an actual malfunction.