This is a copy of the letter I just sent to the CEO, COO, President, and such at KiS Golf and felt compelled to share my story:
We purchased a membership and golf package from KIS in August of 2007. From the level of service that we received while we were there, we had great expectations. We loved the golf simulator and decided to go ahead and purchase one. That's where we apparently made a mistake.
When we asked what came with it, it was explained to us by Demetryk and JD that everything we saw there, minus the wooden stand, came with it. Great. So after placing our order, we had to wait around 6 weeks before our new simulator arrived. Thinking that maybe the computer was going to be shipped separately, and was just a little delayed, I waited another two weeks. (They had said everything should arrive in 6 to 8 weeks.) At the 8 week mark, I decided to check up on the computer. I called and spoke to someone and was informed that the computer doesn't come with the package. I explained that I purchased the package on the premise that the computer was part of the simulator. The simulator doesn't work without the computer, and for nearly $15K I wouldn't have purchased the simulator.
So I go into the location at Discover Mills and talk to them in person. The manager checks with Demetryk and is informed that yes, we were promised the computer came with the package. At this point, we're told, don't worry about it. We'll order the computer, it should be there in two weeks. No problem.
Two weeks later... still no computer. I called and left a voicemail. The call wasn't returned. I called again the next day. The call wasn't returned. I figured maybe it would take them a couple of days to get back to be, but being that the service was so great while we were there, surely someone would return my call. After not hearing from them the rest of the week, I called again. Still no answer. By this time, I'm rather upset and go into the store. One of the "partners" comes out to talk to me and again informs me that though they don't include the computers, since I was told that it came with the package, they would order me one. He acted as if he was going out of his way to do this. Fine. Whatever. Order the computer.
In the mean time, I'm getting married November 10th, and have way too much to do with finishing up getting ready for the wedding and confirming honeymoon reservations and planning sight seeing while we're out there, that I don't have the time to make sure they follow up on their promise.
I came back from the honeymoon and waited throughout the rest of the Thanksgiving break, not wanting to deal with the hassle of making them keep their word. So I called the next week when I went back to work. I left a voicemail at around 10:30 in the morning. The next day I still hadn't heard from anyone, so I called back and left another message. The next day I still hadn't heard from anyone. I called back the next day (Thursday) and got the voicemail. Unsatisfied, I called back several more times until someone finally answered the phone. I informed him that to start with, his company was horrible at returning phone calls. I was told that he was a "partner" in the company (whom I believe is the same partner I talked to before) and that the store manager was actually in a meeting right that minute about that same problem. Apparently there was a new voicemail system and she didn't know how to work it or something. He told me again that they don't normally include the computer with the purchase. However, he would check into it and definitely return my call. He calls me back about 20 minutes later or so and informs me that he will personally order my computer. It should take 10 days, but let's say two weeks to be on the safe side. (This was November 29th.)
I wait some more. Finally after 4 weeks (understanding that UPS and FedEx sometimes get delayed during the holidays) I go back to the store. Today is Thursday, December 27th. It has been nearly 5 months since we purchased the simulator, and I still can't use it. So I leave the office and go to their location at Discover Mills again today. Keep in mind, this is my 3rd trip out there to deal with this in person, since apparently they don't know how to use phones very well. I talk to this same "partner" (Steve). He explains yet again that they don't normally include the computer, but since I was promised they would include it, that he'll take care of it. He promises they'll order a computer right away and that it should be there within a couple of weeks. It's beginning to sound a little bit repetitive by this point, don't you think? Unsatisfied, I tell him someone needs to cut me a check today. I'm tired of waiting, I'm tired of excuses and promises. I just want the computer that I paid for, and apparently I'm going to have to purchase it myself.
He says he needs to go talk to the president. So he leaves and five minutes later he returns with the president, Chuck Nance. Now, by this point, I've been lied to, treated very rudely, and been treated to their lack of customer service. Chuck, being more of a business person than a customer service oriented person, apparently decided the strongarm technique would work best here. I'm informed quite simply that they're not in the IT business, that they don't sell computers, nor do they have any intention of doing so, because they would have to support them. However, I wasn't there to argue with him about the logistics of how he runs his business and what he should or shouldn't sell. I'm there as a consumer, having purchased a nearly $15K golf simulator and clubs package, and still can't use the simulator because I was told that a computer was included with the package. Now, sure, I could take one of my other computers and put it on the simulator. That's not the point. The point is that I want what I paid for. Mr. Nance agrees that they will include the computer because I was told that it was included. The attitude again was as if I was asking them to go way out of their way to do this. I explained to Mr. Nance that I had heard this several times already. His response? "Well, you haven't heard it from me.".
Agreed, I hadn't heard it from him, until that time. However, does that mean that the only person I can believe within his company is him? I would certainly hope not. So I posed the question, what if I haven't received the computer in the two weeks he's telling me that it will take to arrive? Do I just need to file a lawsuit? His response? "Go ahead! File a lawsuit! We haven't lost one yet. Of course, there's our lawyers fees, who are on retainer, and there's your lawyers fees, and the court costs and everything, but go ahead and file a lawsuit! I don't need some smartass coming in here and threatening to file a lawsuit."
Excuse me? So at this point, he's gone from impolite to rude. I'm really tired of dealing with this company and at this point would like nothing more than to return the rest of the package, cancel the financing that was set up, and wash my hands of the situation. I've got Chuck's card with several contact numbers if you're having the same situation, or would like to talk to him. He should have my number as well if he would like to take advantage of this offer.