Complaints

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this new EZGO Liberty Elite for near $20k on Dec. 19, 2022 and paid cash in full. Dealer put temporary windshield at the delivery next day, said to come back to put the right one. But after one month, never heard back. So I called, they said to call back on Monday or Tuesday. However, no one ever called back. So I called again on Wed., he said to come on Thursday, time period from 9-4. I waited whole day on Thursday, no one show and no one call. So I called again, he said might be Friday. Of course, no one show on Friday. Finally I tried to call owner, but she handed up phone on me. I reached EZGO customer service, they indicated that they already shipped the windshield on 12/19/22 to that dealer. If they provide part to us, will have the charge. As of today, no response and no windshield from dealer for this brand new golf cart. Please help me to reach this unethical dealer who took full cash with the incomplete product. Thanks for your help.

  

  Business response

  02/02/2023

  On Dec. 19, 2022 ************** purchased an EZGO for *********. The golf car arrived to us from EZGO without the correct windshield. In a gesture of good will, we offered to install a larger windshield, temporarily, until the correct one arrived at our store.
  
  On Jan. 20, 2023, ************** called us and we confirmed the correct windshield had arrived and we scheduled installation for Jan. 26 2023 at his home. The phone call scheduling was handled by a new Service Writer on their third day, who put it in a pile meant for future on-site appointments, instead of putting on our dispatch schedule for Jan 26th. Therefore, we missed our appointment with ***************
  
  ************** called on Thursday, Jan. 26, 2023 upset at the mistake,but still polite and cordial. In order to rectify the mistake, the service team scheduled ************** for the following day, Jan. 27th, 2023 to install the windshield. After apologizing to the customer, the new employee who took the call offered to hand the phone to the service manager. The Service Manager apologized to the customer and offered to schedule the customer for the following Monday. **************, who was now irate, started to rant at the service manager for several minutes. ************** used extremely distasteful profanity, insulting and calling the Manager names during the rant. The Service Manager kept apologizing, trying to de-escalate the situation.
  On the next business day, ***************************, co-owner, emailed ************** apologizing for the mishandling of the appointment, and offered to send a technician as soon as ************** wanted. ************** did not reply. The same day, the Service Writer called ************** to confirm installation of the windshield, leaving a voicemail. ************** called back within the hour of the voicemail and the new employee picked up the call. The new employee offered to send a Technician out the same day within an hour in order to get the windshield installed. ************** made his frustration clear, once again using profanity and name calling. *******************************, co-owner, called and calmly apologized for missing the initial appointment and told ************** it is never acceptable to use profanity with our staff. ************** replied, Then dont install the f****** windshield. ******* said, ok, we wont. and disconnected the call and notified the service staff the appointment is cancelled.
  During that same week, *************** wrote a ****** review, while ************** emailed EZGO with a cc to Affordable Golf Cars, expressing his displeasure. ******* responded to the review stating that we do not tolerate profanity directed at our staff.
  On Feb 2, 2023 ******* read an additional ****** review left by **************, so *************************** personally delivered the windshield to *************** residence at 11:42 Feb 2, 2023. No one answered the door.
  At 12:11 on the same day, we received the email from the Better Business Bureau, with a complaint from ***************
  We feel profanity, two ****** reviews, an email to EZGO and a BBB complaint are excessive over a missed appointment. We no longer wish to have any contact with Mr. or ***************.

  Customer response

  02/20/2023

   
  Complaint: 18969781
  
  I am rejecting this response because:

  Sorry missed your email sent on 2/3, until now to see your closing.

  The reason I missed it was due to a golf cart accident.  When I rode this cart from ******************* to home (2 minute ride in the same subdivision), the cart flipped and I was injured.  See the report to U.S. Consumer ************************** also reported to Textron.  I was focused on recovering and dealing with this incident and bigger defective product issue. 

  Affordable Golf Cars of Venice is a big Lier.  First of all, they got the part on Dec. 22, 2023 per Textron/FedEx, but dealer never bother to call, until one month later, we called, then as you can see from outline, they never called back, and finally called back and scheduled, kept missing appointments.  The worst is that co-owner, *******************************, when she called, was not the apologize, but yelled at me and cut me off.  They caused all issues and stresses, how dare that she had no conscious and screamed at me, and blamed me rather than to focus on her staffs and management issues.

  I work with Textron due to the accident, we will see if it is another issue due to dealers miss-conduct during the assembling and shipping, or it is a manufacturing issue.

  It is so unfair and unfortunate, one thing after another on this cart, so not to its brand and cost.  No one should tolerate this unethical dealer.  I will keep fighting for justice for other consumers to be aware, and to have better and safer treatment.  It is such a shame for such dealer still stays in the business.

  We do not need this windshield anymore because the cart is defective and will be returned to Textron, so we can off on this subject, but still want you to know the fact, if there is any way to get this unethical dealer to be more behaved

   Affordable Golf Cart failed to fulfill its contractual obligations, including providing a three-year warranty on all parts and labor. They should have completed their responsibilities as agreed upon. Despite dealing with Textron, we need to keep this moving forward.
  
  Sincerely,
  
  ***********************

*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. ↩