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:07/23/2024

  Type:Product 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.

  We attended our first Road America Indy Car race June 8th & 9th, 2024 in Elkhart Lake, *********. We planned ahead and rented a 2- person golf cart for the weekend online in January 2024 and online they only allow 3 day rentals, $425 for Friday- Sunday. When we picked up our golf cart on the race weekend Saturday, June 8th, we were told to keep the cart overnight because if you turn it in, they assume you are done with your rental, and you can't get the cart back, so we parked it where our car had been parked as they recommended.When we arrived Sunday morning, our golf cart was gone. We informed the golf cart staff at the event that our cart was stolen, they called security and told them to look for the cart (by number) and staff told us they often find the carts in 20 minutes. They also told us that the golf cart keys are all the same, so the carts are sometimes taken by mistake, but our name was on the cart with a green zip tie tag. We checked back with them an hour later and they had not found it. We asked for another cart, staff said they could not give us another one because they were all sold out, although they continued to rent carts to people without reservations while we were standing there! We checked in again 2 more times later in the day and still no cart was found. Meanwhile there were many golf carts sitting in the lot, but staff said they could not give us one. We asked for a refund of our money for that day (Sunday) and we were refused. I asked to speak to someone in charge and the staff member said that person was at the *********, a location far away from ******, where we were stranded, and they said they would say the same thing also, no refund, no substitute cart. I have a picture taken after the race started on Sunday at 3:21 pm of at least 50 unused golf carts that we were denied access. We want a refund of $141.60 for Sunday only. We have contacted Road America by email, they denied us a refund.Sincerely ,**** & ***********************

  Business Response

  Date: 08/15/2024

  Knowledge:  When a customer rents a cart from us, we reserve it through our vendor, once a cart is reserved the vendor provides us with the number of carts we request based on the reservation.  The carts in the corral, picked up or not, cannot be resold to another customer just because they are not picked up.  This is why she probably seen carts in the corral or it was ones that were already returned for the weekend.  Which those need to be inspected prior to renting again.

  When a customer rents a cart, they sign a golf cart agreement stating they are solely responsible for the golf cart during its use.  When the cart went missing, the golf cart staff is instructor to notify security and wait at least 30 minutes before reissuing the cart.  We do this because of customer who damage carts, leave them stranded and indicate it was stolen.  All customers would be told the same thing.  After we contact security and if they cannot find it, we would normally issue a different cart to the customer.  During the Sunday she is in reference too, we simply did not have any carts available to exchange for her.  We did eventually find her cart and security attempted to contact her, but there was no answer.

  I would happy to issue a one day refund since this is the first I have heard of her request.

  Customer Answer

  Date: 08/17/2024

  [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 ********, and find that this resolution is satisfactory to me. 
   I do look forward to getting my one day rental refund. 
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/20/2023

  Type:Delivery 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.

  On June 14th, 2023 I placed an order for 1 ticket for their basic rider course, I was charged for 2 even though I had selected 1 on the order portal. Their terms to any order of this sort is no refunds at all, however this was a site issue and not on my end and as such I feel I should be entitled to the money back. It came out to 595 dollars instead of 301, which I had budgeted. I sent them an email as soon as the purchase was made and there has still been no resolution to the issue.