ComplaintsforMatt's Custom Golf Carts of Naples, Inc.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a street legal golf cart on July 28, 2021, and took delivery and completed the purchase on or about September 22, 2021. The cart is known as an EVolution Forester 6 Plus and the purchase price was $16,579.65. I used the cart approximately 200 hours during the first year of ownership. The purchase documentation states that the lithium batteries are warranted for five years and major components are warranted for two years.The cart was picked up by the dealer at my home on August 19, 2022 for annual maintenance and to make a warranted repair to the hydrostatic brake. Without the brake repair the golf cart does not lock in place and rolls freely whether turned on or off and therefore is unsafe. I paid the dealer $318.79 on September 12, 2022 for the annual maintenance services which they said were completed. The dealer has not repaired the braking system and returned the golf cart after having it in its possession for four months. The dealer does not offer any time frame for repair other than to say it is a priority. I have visited the dealer in person on several occasions and have spoken in person and by phone to the office manager (*****), store manager (***) and regional manager (Hollywood). The owner, ****, has not returned my calls to him. Additionally, the dealer has failed to properly store and care for the golf cart while in its possession. The cart has been stored outdoors with no protection from the elements. This is in conflict with the owners manual that the dealer provides upon purchase which states, in part, keep vehicle dry, keep it from rain - incorrect storage can cause battery damage etc. I personally viewed the cart at the dealership on December 2, 2022, and observed a salty film on the entire cart, mildew on the seats and other surfaces, and corrosion occurring on metal surfaces. On December 2, the cart was not plugged into power even though the owners manual instructs to put battery on charge during extended storage, incorrect storage will void the warranty.The dealer has refused to offer a time frame for repair, has refused to provide a loaner cart while I wait for repair, and has refused my offer to trade in the cart for a new cart.

  Business response

  01/17/2023

  The customers cart is up and running and all is now resolved. 

   

  Sincerely

  *****

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with them since July. They took my business no problem. I had a noise to be fixed and some parts installed. (I gave them a to do list)They said they fixed my cart and sent it home. To install some parts and fix the noise it was $1300. I go to ride the cart and the SAME loud noise was still there. Like they never even tried to fix it. I called them and they told me they usually dont work on my kind of cart(ezgo). Then WHY did they take my business?! Seriously why?!My bill was just a hourly rate x hours for the total. When I asked for a detailed bill of what they did, they never gave me one!Then they picked up my cart again to fix the noise again and they told me it was a bearing and they fixed it and sent it home. Guess what? Still not completely fixed! Now the noise is gone at low speeds but still there at speeds over 19mph. (After I wrote this, I tried the cart and the noise is back all the time again)They pick up the cart again. Now they tell me the noise is the shocks and they are $650+. I just got the cart back. It should have been back to me before hurricane Ian. And the noise is sooo loud and easy to hear the clanking. How could they return it and say its fixed? (I sent them multiple videos with the noise)Shame on them. I asked to speak with "Matt" a few times and just got directed to a manager. Now, today, I get my cart back and it looked worse than when it went in to them!!! They kept it outside! And its still not fixed! And they wanted $650+ for new shocks and they werent even sure if it was the problem. Just guessing whats wrong and trying to charge me for it. How sad. Shame on them. I was really hoping to speak with "Matt". I would give negative stars if I could! I never got a detailed bill(I asked for one), and never got any money back. And my golf cart is still broken. I have no more money to get it fixed. I want them to fix it! On there dime. I dont have any more money to fix it. Just fix it!

  Business response

  11/04/2022

  Matt's Custom Golf Carts Response To The Statement Above:Matt's Custom Golf Carts strives to offer a level of service equal or beyond a customers expectations in reference to their cart needs, and this is a prime example of us going out of our way to satisfy a customers request and needs, back in July when we were contacted by this customer we did not perform work on his particular brand or model of cart but about the same time when he called us we were in the process of hiring a trained technician the same day so we agreed to pick the cart up and do a evaluation and quote on installing a electrical upgraded system as per his request and he supplied all the components (which voids any type of warranty on the parts) to complete the job, once he was quoted we came to a agreement for us to proceed and during the work in process the technician resigned so we assigned the completion of the job to a second technician that completed the agreed upon work which equaled $1,041.60. After the completion of the work there was a recognized issue with how the system performed so we picked the cart back up "Free of Charge" to evaluate the issue which was corrected after the technician spoke with the supplier of the electrical upgraded system, we then delivered the cart back to the customer "Free of Charge". A short time after the completion of the original work being completed we received a call from the customer complaining that he was hearing a noise in the front of his cart, so we picked it up and completed a evaluation and the technician determined it needed the front suspension bushings for a aftermarket lift kit replaced which the customer agreed for us to proceed with the repair so we completed the repair and returned the cart back to the customer and the cost equaled $228.06 including delivery. Now to clarify the noise being heard in the cart as described within the complaint has absolutely no relation or relevance to any previous services or repairs that were rendered by Matt's Custom Golf Carts. The noise was a new occurrence so we picked up the cart again and performed a evaluation and determined that the cart needed two front shocks replaced because they were not performing at the level they should therefore they were making a noise, the customer was advised that both of the shocks need to be replaced to eliminate the noise, one note:this particular aftermarket lift kit is known for bushings to fail over a period of time and must be replaced because it can become a safety issue, the kit is also known for the failures in other places such as requiring the shocks to be replaced depending on the conditions of where the cart is operated such as rough or off road terrain, after the quote was verbally given to the customer he insisted that it was the same issue as the previous issue that Matt's Custom Golf Carts repaired.
  
  I feel that Matt's Custom Golf Carts has gone well beyond any agreement with this customer and all services were rendered as approved, but we are willing to work with the customer to seek a resolution 

  Customer response

  11/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  This response is Matts custom golf carts way of trying to look good like they were trying to help me. No. They were taking my money. First off, I sent them multiple videos of the noise, like the one I sent to the bbb. Go listen to that video. You hear that LOUD clanking noise- that was the main reason I sent the cart in to be fixed. 
  I was told that they fixed it and they sent it home. 
  I go to use the cart and the noise is still there. I didnt want to believe the noise was still there after they said they fixed it. But then my son says to me why is it making the same noise. This was all after they took my $1300. Then I text the shop more videos of the noise still being there. 
  First, if you listen to the noise it is blatantly easy to hear. How could you send that home and say its fixed? So, then I had them come and get it and FIX it right. They werent being nice and helping the customer by picking the cart up again(like they said in there response) - they were trying to fix a mistake on their end. It wasnt Matts custom golf carts being nice, it was them trying fix their mistakes. The first time it went in to be fixed I was told it was bushings that made the noise and I needed them replaced. I was told it was 8 bushings at 18-19$ a piece. So I told them to go ahead and change the old ones out. Like I said after I get the cart back after I paid $1300, the same noise was still there. They pick the cart up again because they were lying to me about what the problem was(they dont even work on my kind of cart, I was told this after they took my business) obviously they were guessing what my issue was. Next time it goes in to be REFIXED they tell me its a bearing making the noise. They replaced the bearing(at no charge because they made a mistake) and sent the cart home again. Guess what? The same noise is STILL there! So here we go again- they pick the cart up again to FIX the problem. I also told them I needed the cart home by Friday fixed. Friday went and I didnt get my cart back. Now hurricane *** is coming and I want my cart back before the storm. I was told I wouldnt get my cart back before the hurricane and that it would be safe(even though they are WAY closer to the beach than me). So now the next time they try to tell me they think its my shocks, and I need them replaced at $6XX.00 dollars!!! They THINK this is the problem now, because they DONT work on my kind of cart and just guess. What are they gonna keep guessing til they find the problem? Thats not how it works. They never should have took my business in the first place. And I was stuck waiting for my cart to be fixed while Matts custom golf carts is selling lots of new carts every day. And I asked for a detailed bill so I could see what I was charged for and I never got it. I was told lets not make a big deal of this and well get it fixed. Probably trying to get me to not post the horrible way they do business, on social media. So, as they claim they were being nice by picking up my cart after they lied to me and told me it was fixed and charged me $1300, they were NOT being nice by helping me, they were trying to hide there mistakes they made on my golf cart. The way they try to make it like they were helping me the whole time is so false. They were trying to even get me to buy $6XX shocks that they think is the issue after all the other mistakes they made. And they dont work on my kind of carts(right from their employees mouth), so why would I send it back to them now? It needs to go to a shop that DOES work on my kind of cart. So the last time they tried to get me to buy the $6XX shocks I said no thanks and had the cart sent home(by them because all the mistakes were there fault, not because they were trying to help me) And when it was sent home, it was dirty, like leaves all over it and salt corrosion on certain bolts and screws on the cart. I keep this cart in my garage, and I dont live close to the salt water. They kept it outside at the shop. Now I have my cart back with the same noise it went in for, and I have no more money to send it to another shop that does work on my kind of cart to fix it properly. Be carful w this place. Make sure you get a detailed receipt from them on what they did. Like I said I asked for a detailed receipt of work done and never got it. Thats a bit shady if you ask me. I have multiple texts and ******** messages from Matts custom golf carts about this whole situation. Its a lot of screen shots and videos of the noise, so what is the best way to send them to the bbb so you can see how this interaction all went down. 
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Matt's on 8/30/2021 to get prices to replace the batteries in my golf cart. The phone quote was $712.40 for 6 8 volt batteries installed with new cables (coupon) and round trip pickup and return of the cart, plus tax. The battery replacement was completed on 9/9/2021. I went to Matt's on 9/10/2021 to pay the bill and was charged $950.27, which included FL Sales Tax of $62.17, FL waste fee of $9.00 and a shop supply fee of $15.00 which were not included in the phone quote. I was charged $864.10 for the work and batteries that were quoted at $712.40, a difference of $151.70. I respectfully request Matt's honor their original quote and refund the $151.70 difference.

  Business response

  10/07/2021

  Business Response /* (1000, 5, 2021/09/17) */ Contact Name and Title: MIKI Contact Phone: 239-333-8895 Contact Email: ****************@YAHOO.COM Good Afternoon Mr. *******, We have to charge taxes, Florida solid waste fees. You were called back and told the correct price over the phone and you wanted us to honor the mistake price. You came in to the Naples store the next day and still wanted us to honor the mistake price and we explained that we couldn't due to she caught it right away and she called you and informed you. We don't make that much on batteries, we sell them to drive traffic. We will refund you $60.00 that's profit on batteries. Please let us know. Thanks, Miki

*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. ↩