ComplaintsforGorilla Rides

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a cart from Gorilla Rides at ************************ on 3/26/2022, it was a 2022 EV 4L2 Blue sky for *********. We have had an ongoing issue now that seems to be ignored since our warranty will be up. In November 2023 we started experiencing an issue when the cart would reach 60% charge it would start slowing down, the battery gage would start dropping down, the cart would start jerking or stuttering and eventually till it only went 1 mile an hour. We contacted them and they picked it up. 2 weeks before Thanksgiving. They had the cart till 2nd week in February and added 100 miles(we didnt even have 300 miles on it). It was a nightmare experience, still dont know what they did, the manager at this location was terminated and we spoke with ****** and ***** in *********. We were told it was a computer controller issue and was fixed.(we never received any paperwork on it) We get the cart back and a week later, same problems. I reached out to ***** and he said they would get it fixed, that was a week and a half ago, I have left messages and heard nothing. I contacted the ******* road location and they are under new ownership as Ace of carts but sell Gorillas. I was told they would work on it but a week later nothing. We have asked for a refund or a product swap. The communication is horrible, I have tried to be so polite but I am passed angry and want this resolved. All I get is pushed off and excuses since our warranty will expire in a few weeks.

  Business response

  04/02/2024

  The cart was owned and operated for over 19 months without incident.  The cart was then serviced by a technician, by request, and  thoroughly tested.  The charging cycles of the lead-acid batteries were tested by driving and recharging the cart while being serviced.  The cart was then returned to the customer after determining that the cart requires a complete charging cycle of 10 to 13 hours, for optimal use.  During use the cart may see a reduction in performance, which is known as limp mode.  This is the indication that the cart needs another complete charging cycle of 10 to 13 hours. When and how soon this limp mode occurs has many factors including; the amount of time that has passed since the last complete charging cycle, the age of the lead-acid batteries, owner maintenance of the batteries, and the water levels in the batteries. The lead-acid batteries, in this cart, have a typical lifespan of 18 to 24 months, and are under a battery only manufacturer's warranty. 

  Customer response

  04/02/2024

   
  Complaint: 21410092
  
  I am rejecting this response because: First and foremost, please ask them for a copy of what they actually did to our cart when they had it for 3 months. We were told several different stories. We were specifically told by **** the previous General Manager in ****** ******* the District manager locatd in *********, and by ***** the Parts Manager in west Palm that this was not a battery issue. We were told that this was a computer or controller issue. We were told that they were even taking it to an offsite electrician to have the issue dealt with. We have asked repeatedly during this process for an invoice or statement regarding the actual work but yet we were told recently by the OPerations Mnager in ********* (Bill) that he couldnt locate it, because they didnt do any work. We waited 3 months because they were waiting on a controller piece to fix it but now they are saying that was never done.  The cart is beyond dysfunctional, everyday its something new, for instance we charged it overnight and it said 0% but ran at full speed, we charged it another night and it said 80% but would only allow you to use it to 60% before doing an awful shudder from the drive unit and dying. We charged it another night and it said 56% and let us go to 21% before dying. This is not a battery issue, when we brought it in they said it wasnt a battery issue, it is a contoller problem. After we received it back from being worked on, we immediately started having the same problems, I contacted ***** to see what we could do, he said he had reached out to the manufacturer because this is a known problem. We aren't the first person to have this problem. 

  We were recently told by **** that Gorilla stands behind that there is nothing wrong with our cart and its of perfect operating standards. We assked yet again for them to supply us with what they did, diagnosed, and even just saying its of standard operating behavior and we have received. 

  We are asking for them to make this right, either refund us the current full value or exchange the cart. 

  This has been beyond frustrating.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Alpha cart on 9/19/20 for 12,439 Dollars. The cart came with a 2 year warranty. Soon after my purchase the cart started malfunctioning. I contacted Gorilla several times. After numerous calls I finally was able to get a response. Cart was picked up for repair. Gorilla had the cart approximately 4 weeks. I called once a week to find out status and was later informed that tires were being ordered. I informed them there was nothing wrong with tires and again explained that the cart has problems that prevented it from actually running. Eventually, and numerous calls later, I was informed I needed new batteries. I paid 1008 Dollars for new batteries in December of 2021 even though the batteries that came with the cart supposedly had some sort of warranty on it. After it was returned I experienced the same issues. More than once I had to push the cart home because it simply does not run. I started calling Gorilla again and was told that I would have to wait because there was no mechanic on staff. I asked to speak to the owner of the business and was not provided this opportunity to resolve my ongoing issue. The cart has been parked in my garage for months now as it doesn't run properly. I keep calling Gorilla leaving messages with staff for the owner or management to contact me in hopes Gorilla will stand behind their product and repair the cart so I can actually enjoy it. The two last staff members I spoke to were someone named Justin and Mark. Both said they would contact the manager/owner and get back to me, yet I still have not heard anything. This has been the most frustrating experience dealing with a business after spending a significant amount of money. All I want is to have a cart that actually runs and for the owner to come forward and help me resolve this issue.

  Business response

  01/05/2023

  Business Response /* (1000, 11, 2022/11/28) */ Good afternoon, we already contacted the customer, and the cart is scheduled to be picked up and checked out.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gorilla rides sells used/defective golf carts as brand new! The golf cart was purchased brand new with zero miles on September 17th. On November 9th we had the first incident with the golf cart slowing down and the tomberlin logo started flashing on the screen. Around that same time I realized the windshield wiper did not work. The golf cart then started to give more problems. The golf cart would drive under 2miles, the battery percentage would drop to 50% and the cart would slow down to 10mph with full acceleration. The cart was picked up and worked on and delivered 11/22. Conclusion was wires were loose. Drove the golf cart later with the same problems. Drove about 2miles, battery dropped to 50%, tomberlin logo started flashing, max speed was 11mph. The golf cart sat for 30mins. The battery level dropped more and max speed was 12mph. Gorilla rides had the golf cart for weeks on end saying it was fixed and it never was. Now they refuse to give us our money back even though they have had the golf cart for over 7 months. A brand new golf cart with brand new batteries should not have any problems, let alone problems where the cart is not drivable.

  Business response

  08/16/2022

  Consumer Response /* (2000, 9, 2022/08/11) */ Company has provided a full refund

*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. ↩