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Report: #1307462

Complaint Review: Masterbilt Golf Carts - Orange Park Florida

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  • Reported By: Z Elkins — Fleming Island Florida USA
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  • Masterbilt Golf Carts *** ********** **** * Orange Park, Florida USA

Masterbilt Golf Carts DO NOT USE THEM. TRIED TO RIP OFF BY CHARGING ME TWICE WHAT THE UNIT COST. Orange Park Florida

*Author of original report: Response to MasterBilt Golf Carts

*UPDATE Employee ..inside information: Response to Mr. Z. Elkins

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DO NOT USE MASTERBILT CARTS IN ORANGE PARK UNLESS YOU WANT TO GET RIPPED OFF!!!!!!!!DO NOT USE MASTERBILT CARTS IN ORANGE PARK UNLESS YOU WANT TO GET RIPPED OFF!!!!!!!!

I purchased a controller for my golf cart and after working on it for hours I could not get it to work so figured I would refer it to a professional. I called Masterbilt Golf Carts of Orange Park, FL and was told they had delivery service and would pick it up and check it out for me. After picking it up I did not hear from them for 3 days. I called and asked what was going on and was told they were busy but I was next in line. A few more days past when their head technician Donny called him to tell me a cable bolt was not securely tightened and that casued the unit to burn out and had no power at all and was flashing an error code. He then said he could sell me a new unit which was top of the line for $800. I told him I paid for $450 for my unit brand new and it has never been used and asked how much would he charge me for the same unit. He told me he would cut me break and only charge $700. Obviously, I told him I was not going to pay $700 for a unit I just paid $450. I called the manufacturer and was told the issue was with grounding to the frame and to have the tech check it out. After the technician checked it the next day the unit was "full bore" as he said and he couldn't turn off. So 1 day the unit has no power and burnt out the next day it has too much power and can't turn off. I again called the manufacturer of the unit and was told since it was under warranty to send it back and they would replace for no charge. I called Masterbilt and said don't do anything else that I would send the unit back. The next day I called and said when are you dropping my cart off so I can send back the controller. Donny told me he put the cart outside and to come pick it up. I do not have a trailer which is one of the reasons I used them was because of their delivery service. He then tells me he had to quickly fix a part on the trialer that would take 10 mins and he would be on his way. 3 hours later I called and after conversation got heated he tells me hes at lunch and was not going to re-arrange his day to bring my cart back and then hung up on me. I called the office and spoke with the owner Tim who tells me it's company policy they do not install customer purchased units(because they cant make mark up of course) so I said why did you pick up my cart. He tells me they sometimes make exceptions but don't make any money on it. He EXACT words to me were you dont take a steak to a steakhouse and expect them to cook it for you do you?  I told him my cart has been there for 8 days and I wanted it back. He then goes on to tell me they are short staffed and too busy to return the cart now. If you're company policy is to not install customer units and you are short staffed and you too busy then why would you agree to work on my cart. Oh becuase they charge $75 for delivery fee and $85/hr for labor. This place is completely unprofessional, rude from the back of the house to the top. I still do not have my cart and have made arrangements to now have to borrower a trailer and take off from work to go and get my cart back. This company and their staff do not know how to treat customers and tried to sell me a unit for twice the amount I already purchased brand new. They are a complete rip off and I will be filing a complaint with the BBB as well. DO NOT USE THEM!

This report was posted on Ripoff Report on 05/24/2016 11:38 AM and is a permanent record located here: https://www.ripoffreport.com/reports/masterbilt-golf-carts/orange-park-florida-32073/masterbilt-golf-carts-do-not-use-them-tried-to-rip-off-by-charging-me-twice-what-the-uni-1307462. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#2 Author of original report

Response to MasterBilt Golf Carts

AUTHOR: - ()

POSTED: Thursday, May 26, 2016

I actually was not going to take this any further and leave this at rest but based on YOUR rebuttal I have no choice but to respond. Right out the gate the 1st paragraph is a lie becuase I was never informed you were busy and it would be several days before I heard anything. If that was the case why did I call on day 3 for status because I hadn't heard anything. Did that happen or not? It did...so LIE#1. 2nd paragraph goes on to say you offered to not charge me anything due to the misunderstandings. The owner of the company TIM and I sat as his desk and his exact words were " I know things got testy so what do you think is fair to pay". He continued to tell me on my bill he only had P+D( pickup and delivery) as of right now of $75. I suggested I pay 1/2 the P+D(since I had to leave work and make arrangements with a friend to get a trailer and pick up the cart myself) and 1 hr labor which I though was fair. You rang the bill up as $128.40 and I paid in full. If you offered to NOT CHARGE me then why did you take $128 from me. If you intent was to make the customer happy due to these misunderstandings then why don't return my $128 I paid.....LIE #2.

 

1. Another LIE the 1st quote was for top of line controller of $800 which I said was too much considering I paid $450 already and I asked your employee what would he sell same controller I purchased already to me for and was told $700. Never once heard $575 so we will leave at as a he said/he said.

2. Agree that is what I said and if you say the technology is older then you're the professional and maybe the reason I got it cheaper but it was brand new and still under warranty.

3. Agreed I may not have tightened all the cable bolts down securely. A moot point because the whole premise of my dissatisfaction with your company is because I was initially told due to the loose bolts the unit was fried and nhad no power....thus why we got into pricing for new equipment.  Did the unit burn up as your tech said and would need to be replaced due to loose bolts.....NO....another LIE!!

4. Actually not true again. I told him not to bolt the controller back on because it would be easier for me to ship to the manufacturer and have replaced since it was under warranty. At that point I was under the assumption it was burnt out as you diagnosed. Again, actually your technician didnt tell me he would deliver it as soon as possible. He informed me he was at lunch and had scheduled appointments the rest of the day and would not re-arrange his schedule for me. Told me to call the office and then hung up in my face. Does that sound more like what ACTUALLY happened or shall you continue the LIES?

5. Didn't ignore instructions at all. I put together to the best of my ability having done something like this before and after a week of failure of working I contacted your company. I don't build golf carts or work on them for a living. Sorry I reversed 2 wires on the install. I also asked your technician several times to check and make sure all the wires were placed correctly because I had never done anything like this before and was not confident it was correct. 3 times he told me YES everything was installed. You want to ask him?

6. If it is your company policy to not install customer purchased units(because you can't make a mark-up or profit) and you were understaffed as you said due to an employee family's death, and you were extremely busy and wks behind on your work why did you agree to diagnose my cart again?

7. Again untrue. Actually it was me that called the manufacturer of the controller after the 1st diagnoses when I was told it was “burnt up” and flashing a 7 LED code. The manufacturer said that code meant there was an issue with the grounding and to check it. I called the tech to inform him which he did by removing the ground then said it was ”wide open” and he could not turn off the unit. A day before it was burnt out with no power now it has too much power and wont turn off……hhhhhhmmmmmm sounds fishy. Let ME call the manufacturer again and see if I can troubleshoot with him. After speaking with me he asks if he could contact the tech directly to troubleshoot and wanted to hook his leads up the  controller. I provided # at 2.30PM….at 5:00PM I called the manufacturer to get a status and was told the tech NEVER called back. I called the tech at 5:30PM and requested a callback because the manufacturer was trying to get a hold of him. He NEVER called back. Would you like phone records too to verify this? It actually wasn’t until our fallout on the phone after your employee hung up on me that I told you I was coming to get the cart myself. Then you called the manufacturer and they hooked up the leads and resolved the problem. Is the controller “burnt out”….NO….is it “wide open”…..NO…Does it work fine now that you actually did your job and troubleshooted the issue with the manufacturer and they fixed the problem. Did YOUR COMPANY find the problem?.....NO…..Did you tell me repeatedly everything was hooked up correctly?....YES….was it….NO.

You don’t have to respond to this as you requested me to respond to you because it’s only making you and your staff look worse. First, I thought you were just unprofessional now it’s apparent you’re a LIAR too. If you rode in on white horse and tried to make the customer happy and said you were not going to charge me due to time and trouble then why do you have $128 of mine. Did I arbitrarly come up with that # or did YOU give me that price? Do you know anyone that would pay $128 for something that is free…………………………………crickets!!!!

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#1 UPDATE Employee ..inside information

Response to Mr. Z. Elkins

AUTHOR: Masterbilt Golf Carts - (USA)

POSTED: Thursday, May 26, 2016

Response to Z. Elkins

 

When Mr. Elkins called us to pick up his cart, we advised him that we could pick it up soon but we were very busy and it would be a few days before we could look at it.  Since it wasn’t running anyway Mr. Elkins agreed.  True, it was several days before we were contacted by Mr. Elkins, not our usual protocol, and we apologized.

 

Mr. Elkins also posted his Ripoff Report BEFORE he picked up his cart, which was running, for much less than anticipated. Due to misunderstandings we offered to not charge him for anything.  He willing offered to and did pay $128.40 for repairs.  We shook hands and he left smiling. 

 

We do need to correct some of Mr. Elkin’s claims and provide correct information.

1)      He told us he paid $450 on line for his controller.  We told him list price was $700 and we could do better than that.  $700 is not twice what he paid.  And the discounted price of $575 is no way close to twice $450.  Yes a top of the line, state of the art controller is $800, we quoted the more reasonable and appropriate controller.

2)      The controller he purchased on line was also a very old technology unit which we have not seen for nearly 10 years. We quoted him a current technology controller.  Mr. Elkins commented after hearing that “May be why I got it so cheap.”

3)      Inspection of his cart revealed most of the terminals on his battery and controller were loose.  Several of his battery terminals were severely corroded and a couple cables had ruptured casings. Obvious possible causes for failure.  Mr. Elkins chose to correct those issues himself.

4)      When we diagnose a vehicle, advise the customer, and the customer decides to do the work himself, we do park the cart outside and stop all work on cart.  The technician did say we would deliver cart back to customer as soon as possible, but deliveries were busy and it may be a couple days.  OR the customer could pick up himself. 

5)      The cause of failure: Mr. Elkins had ignored the instructions with the controller and connected the cables to the controller reversed.  This one controller operates on reverse negative input     and negative output.  Our technician missed that as it appeared correct.  Remember this is an old technology controller. Also the markings on the controller were covered by over spray from bed liner paint.  The manufacturer even missed it as they were diagnosing problem thru direct on line connection.  After several minutes, much dialogue, and consternation, both manufacturer and technician had ah ha moment: This is a DCX model! Reverse connections.  Reversed connections and cart runs fine.  Note: incorrect connections do cause controller to default to “full on”, full speed only.

6)      On line purchases and customer supplied parts.  Our policy is not to install customer supplied parts.  That policy is reinforced by Mr. Elkins’ predicament.  We do diagnose and correct customer performed repairs often.  But we correct with parts we supply.  If a customer wants to return his parts, he may, but it is his responsibility to contact manufacturer, supplier, and remove and replace himself.  We did not make the purchase.  We do not get involved with returns. 

7)      Despite customer voicing his displeasure with us over the phone and on his way to pick up cart, we and manufacturer persisted in finding solution to problem. Successfully and to the surprise of customer who is quite satisfied.

 

Again, due to misunderstandings we offered to not charge him for anything.  He willing offered to and did pay $128.40 for repairs.  We shook hands and he left smiling. 

 

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