ComplaintsforCharco 2000, Inc.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned a firearm to this business for a warranty claim. This business reports a lifetime warranty on their products. The firearm was received by their business on January 2nd 2024. On february 6th 2024, I have yet to receive a progress update on the status of the claim, and as to whether or not the firearm is to be repaired or replaced. In my opinion, this constitutes an unreasonable wait time for this to be completed.

  

  Business response

  02/07/2024

  Charter Arms did receive the firearm on 1/2/2024. I called **** ****** yesterday on 2/6/2024 and left a message. However, I never received a call back. His firearm has been repaired and he will be notified via text or email once an invoice is made to get it ready for final inspection. There will be no charges on the invoice. It will only explain what was done to repair the firearm. 

   

  Thank you. 

  D. E**** (President)

  Customer response

  02/08/2024

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct 20th 2023 my daughter bought her 1st weapon from Charter Arms...(********** * *** *******)... On Oct 23rd it was determined to be defective, as it kept jamming and locked up( unable to pull trigger)...I immediately contacted Charter **** to report this, and was happy w/ the customer service recvd...I sent the weapon in for repair,appx Nov 3rd and got it back in appx 10 days... On Nov 14th it was determined to still be a faulty weapon, as it would not fire...I called immediately and spoke to Nick w/ customer service, who apologized, and said he would send me a NEW weapon... On Nov 16th the gun was sent back, and recvd by them on the 17th....I waited to be contacted by Nick per our conversation, on Nov 14th... On Nov 22nd I called to inquire , and got the runaround from Nick , who blamed Sandy, and said this was not his job, and became agitated and frankly acted like a little girl.... As of this complaint I have yet to be made whole, either by refund, a new weapon, or a weapon that works... If you promote a LIFETIME WARRANTY, perhaps you should stand by that.. Stop blaming others and take care of your customers..If that's too much trouble, perhaps it's time to find another profession.... I expect a reasonable resolution to this complaint, in a reasonable time frame....If not further action will be initiated!!!!!

  

  Business response

  12/22/2023

  ******* ****** was contacted today by our Plant Manager, Chris. He did have to leave a message for him. We do apologize for the delay that ******* has experienced. We have a new revolver that will be ready to be shipped to ******** **** for him. Charter **** will cover any cost associated with the shipment and transfer of the replacement firearm.  

   

  Thank you. 

  D. Ecker

  President

  Customer response

  12/26/2023

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 04/18/2023, I shipped a handgun back to this company (the manufacturer) for an estimate on a possible repair. After about 3 months and hearing nothing back from them, I sent an email requesting the "status" of the gun and possible repair estimate. A short time later, I received a communication from them that the gun was in its "final stages" and I should hear something soon. About a week after that, I then received a voice mail stating that my gun was repaired and to contact them so they could collect payment. I called and asked them why they had performed any repairs whatsoever to my property without first notifying me of what repairs/work needed to be done, what the cost estimate would have been and why they hadn't contacted me in order to get my approval to proceed with any repairs before any work was performed. The man I spoke to was very arrogant and told me that if I wanted my gun returned, I had NO CHOICE other than to pay their fee otherwise, they would "hold" my property until payment was received. I had no other reasonable choice than to give them my credit card information in order to get my property back. Once I received my property back, I contacted my credit card company to dispute the charge. After an investigation, my credit card company declined my dispute and told me that this was due to the fact that the gun manufacturer (LIED) told them that I'd given my number WILLINGLY AND WITHOUT PROTEST, therefore the charge was valid. I wrote a detailed letter explaining my position and my credit card company explained that they had no power to assist based on the blatantly false statements made by the gun manufacturer. This is NOT RIGHT - you CANNOT repair someone's property WITHOUT FIRST providing a cost estimate and receiving approval to perform the work. This is a despicable and contemptable business practice.

  

  Business response

  11/02/2023

  Good Afternoon, 

  Per our company policy, any customer who has to pay for repairs is supposed to be contacted with an estimate. After reviewing our records we found that you were not contacted prior to payment. I have refunded your card in the amount of $99.95. Please see the supporting documentation below. 

  Thank you. 

  Customer response

  11/03/2023

  
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent the company my ******* **** revolver, for warranty repair, in May 2022. They received it May 25th 2022 & issued it repair ticket #******. I have contacted the company 6 times in the past 3-1/2 months trying to find out when it would be repaired & returned to me. Each time I'm given what I believe is the "runaround", i.e. company shut down,on vacation, short manpower, etc. The last time I contacted them, I asked that if the revolver couldn't be repaired in the next two weeks, just return it to me as is and I would take it somewhere else for repair. This time has passed & I have not received it, nor any correspondence regarding when I would.

  

  Business response

  10/21/2022

  1. The revolver question has been repaired and returned to the customer. We have spoken directly to Mr ***** and he acknowledged that the item appears to function much better.

  2. The turnaround time in this instance was way outside of Charter standards.

  3. The basic reason for the extended delay was that Charter had just gone through a product design change on our 22 model line; going from a six shot model to an eight shot model.We had to special order a run of six shot cylinders from a new supplier, and the startup took longer than anticipated . We now have adequate cylinders in stock for any potential repairs to prevent this unfortunate situation from happening again.

  Terry J R*** 

  VPE Charterarms  

  Customer response

  10/21/2022

  
  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.
  
  Sincerely,
  
  *** *****

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