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Report: #467871

Complaint Review: Exoto Models And Owner Tony Keusseyan - Moorpark California

  • Submitted:
  • Updated:
  • Reported By: Aurora Ontario
  • Exoto Models And Owner Tony Keusseyan
    5440 Atlantis Court
    Moorpark, California
    U.S.A.

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Exoto 1/18 scale automobile models rip-off Canadian consumers. I have been writing and phoning them to get a refund for a defective model for over a year. They keep stalling so now I cannot get a refund from the credit card company as too much time has elapsed.

I have supplied them with all documents and they keep stalling.

The model I ordered came shipped by UPS. It came COD for extra charges I had not agreed to, so I refused delivery and UPS has returned the merchandise to the seller.

They acknowledge receipt of the return and promised a speedy refund to my Visa account. I have spoken to them after each of my Visa statements arrived and they promised the credit would be on my next statement. This has been going on since last June. I phone them, they make promises but still no credit.

The merchant is: Exoto Inc
5440 Atlantis Court
Moorpark, CA, 93021-7101
Phone: 1-800-872-2088

This is the timeline of this dispute.

May 21/08
Order placed for a car model, cost $177.60
They ship order
May 27/08
Order arrives via UPS with COD for $21.18 for brokerage
I had asked order to be mailed not sent UPS, no brokerage fee with mail
Model was defective
June 9/08
Phoned Exoto, customer service rep, Shane
I told him I did not want a replacement as quality was poor
He said to ship model back and they would credit my Visa acct
Ship model back via Canada Post Expedited Service with Tracking number
June 20/08 Post office delivers returned model to them
June 27/08
Exoto ships replacement without consulting me, against my express conversation with Shane on June 9/08
July 15/08
UPS attempts deliver with COD fee.
I refuse to accept package
UPS ships package back to Exoto
August 10/08
UPS returns package to Exoto
Aug 12/08
Phone Exoto, speak to Shane
He says credit will be on my next Visa statement
Sept 22/08
No credit on Visa statement
Leave voice mail message for Tony, company manager
Oct 14/08
Phone Exoto, speak to Shane
He says credit should have been on Sept statement, will check with their accounting dept, credit will be issued within a week
Accountant was sick
Will phone me back when credit posted
No call back
Nov 21/08
Phone Exoto, still no credit, speak to Shane
He says credit should have been issued, he will speak with manager Tony and get it processes ASAP
Dec 22/08
Phoned Exoto, Shane is off sick, on one else can deal with matter
Leave voice mail message for Tony (manager) recapping the problem
Dec 23/08
Phoned Extoto, Shane is sick, no one else can deal with refunds they say
Jan 23/09
Phoned Exoto, Shane not available today
Left voice mail message about the delays for Tony the manager
No response
Feb 09
Numerous letters go unanswered
March 09
More letters and phone calls go unanswered.

So in short, I acted in good faith with this company. They have their product back, I never accepted delivery and I am out $177.60.

I realize that this dispute has dragged on excessively, but I believed they were sincere just inept at accounting matters. Each time I phoned, I was told the credit would be on my next statement but it never came. I now believe that they are dragging this out indefinitely with no intention of a refund.

John
Aurora, Ontario
Canada

This report was posted on Ripoff Report on 07/09/2009 11:29 AM and is a permanent record located here: https://www.ripoffreport.com/reports/exoto-models-and-owner-tony-keusseyan/moorpark-california/exoto-models-and-owner-tony-keusseyan-ripped-of-refund-for-defectice-model-moorpark-califo-467871. 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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Updates & Rebuttals

REBUTTALS & REPLIES:
2Author
1Consumer
2Employee/Owner

#1 REBUTTAL Owner of company

The Truth Cannot Be Using Aliases!

AUTHOR: Exoto Inc. - (United States of America)

POSTED: Tuesday, July 26, 2011
Reading through this old complaint, one can clearly understand that Mr. Mahler's problem was resolved with Exoto Inc.

The problem with RIPOFF REPORT is that they do not draw a line between a company or a person; turning a simple business misunderstanding into a personal insult! What is more, they accept complaints or reports from aliases! Now what kind of a name is Windrider? Who is this person? Aliases ought not be acceptbale if RIPOFF REPORT are ever serious about their endeavor as a professional web-based consumer service.

My name is Tony Pierre Keusseyan, and my company of 25 years is Exoto Inc., and Windrider is?

Wake-up RIPOFF REPORT and do what is fair to you and all concerned.

Regards,
Tony P. Keusseyan
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#2 Consumer Comment

Exoto Models And Owner Tony Keusseyan Ripped of Refund

AUTHOR: Awindrider - (USA)

POSTED: Saturday, September 11, 2010
On Nov.1.2007 Exoto charged my American Express account with an amount of $1071.37 for a preordered Die Cast model car 1967 Ford GT40 MK-VI 1:10, the charges to my credit card and the order was confirmed in a letter from Exoto and signed by owner Mr. Tony P. Keusseyan.   In the letter Mr. Tony P. Keusseyan promises a delivery about two month from Nov.1.2007.   The company never built nor delivered the promised model, in numerous times the companys representatives and Mr. Keusseyan convinced me with different stories that the car will be delivered within 2-3 month so I should wait canceling the order.

Finally, On Aug.11.2010 (close to three years after charging my account) I canceled the order on Aug.11.2010 by calling Mr. Keusseyan.     On Aug.12.2010 Mr. Keusseyans email indicated that about two weeks from the Aug.12.2010 he will mail the full refund check to me, since then after multiple calls to Mr. Keusseyan, his manager Mr. Jason Bittinger, his controller Mrs. Azar Iranfar, Mrs Don a customer service rep. , etc and emails by Mr. Keusseyan confirming that he soon will sign and mail the refund so far no checked have received.

I sincerely believe that Mr. Keusseyan and Exoto employees lie and deceive their customers so finally they can steal customers money, his record on the Better Business Bureau and his multiple emails to refund me without doing so is the prove of his and Exotos intentions.

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#3 Author of original report

Tony Keusseyan Solves Exoto Problem Personally

AUTHOR: John - (Canada)

POSTED: Thursday, April 15, 2010

After reading my post on this website, the head of Exoto Models emailed and then phoned me to solve this problem of a missing refund.  He personally found my file which had been closed by a staff member.

Mr Keusseyan then telephoned me and quickly arranged for a full refund including shipping charges to my  PayPal account.  He also apologized for his company's errors in how they treated me.

Problem solved.

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#4 Author of original report

Exoto Just Does not Get It

AUTHOR: John - (Canada)

POSTED: Wednesday, April 14, 2010

Thank you for your quick response.

This has nothing to do with Canada Customs. Simply put: ordered car, model defective spoke to Shane, explained that car was defective also explained that I had had requested shipment by post office not UPS, as UPS charges a $20 brokerage fee, post office does not.

You shipped by UPS anyway returned car with tracking, your warehouse got it according to tracking.

Exoto shipped replacement car anyway instead of refund again by UPS, another $20 brokerage fee. refused the package from UPS UPS returned it to Exoto, tracking showed you got it back

Phoned Exoto and wrote about the problem Nothing was ever forthcoming. You know the rest.

John

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#5 REBUTTAL Owner of company

Exoto's First Answer to John Mahler

AUTHOR: Exoto Inc. - (United States of America)

POSTED: Wednesday, April 14, 2010

April 14, 2010


 


Dear Mr. Mahler:

 

I checked on your problem.

 

Before we discuss a resolution, you need to know this.

 

As a mail order or direct marketing company, we are RESPONSIBLE for the goods until they reach your hands safely. We get many requests from Canada to ship USPS because people don't want to pay the additional clearing charges associated with UPS. The problem is that ONLY USPS EXPRESS is insurable for international shipments (yes, Canada is international). USPS EXPRESS INSURED usually will cost $20.00 to $30.00 extra; over and above what our UPS contract dictates. Therefore, when you order USPS in order to save some money, there is no saving. Why is it like this? We don't know and we don't make the rules.

 

Exoto will not ship goods to CANADA using standard USPS (risky for us and no insurance accepted by USPS) unless USPS EXPRESS is requested which will cost extra. At the end of the day, it will cost more than the additional $20.00 you have paid on the first shipment.

 

We can credit you for the amount paid minus shipping charges --or-- you immediately dismiss your complaint and I will refund you in full just to close the file on this subject.

 

Please let me know.

 

Best regards,

Tony P. Keusseyan

Exoto Inc.
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