ComplaintsforHorizon Hobby, LLC

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a new, unopened and sealed ******* ********* HO scale locomotive with DCC and sound from an authorized retailer. It was delivered by UPS (tracking number ******************), along with $948.43 of ******* locomotives. There is no damage to the shipping box, nor to the box of the locomotive itself. To date, none of these locomotives have been opened/test run/etc and are sealed from the factory. Please refer to the attached photographs. Looking at the locomotive through the packages clear plastic window, the front stantion handrail is broken in half, another missing altogether, with a large section in the middle missing. On January 31 2022, I contacted ******* (**** ******** and Horizon Hobby ***** ******** by phone and email at ****************************. Horizon Hobby/******* are not allowing incoming calls to speak to a representative and prompt you to visit there website for service 24.7. This message is false as they have stated business hours of operation. Either way, they have not responded to email or called me when was able to request a call back. From this moment, I now have 2 complaints. First, for lack of customer service and not providing quick turn-around. Secondly, I have a defective locomotive at with a significant cost. They will manufacture and sell goods to consumers, but are not providing after sale service as stated in there warranty policy for defects (please review BBB complaints and Facebook reviews). First and foremost, I am requesting prompt customer service regarding this new and defective locomotive. Customers should be allowed direct customer service through phone. Secondly, I am requesting a new replacement as this locomotive is new and factory sealed, with zero cost on my end. It was packaged this way at the factory with no loose parts ratting around inside. Third, a letter of apology for lack of customer service along with a pledge to do it better next time.

  

  Business response

  02/07/2022

  We apologize for any inconvenience due to delays in responding.  Our Service Manager has followed up with our customer on his ******* issues. We are sending him pre-paid shipping label to return his units for repair. It also seems that we are not receiving his emails to **************************** and we will verify our site information. For any further assistance, please use our online chat feature or email us at *******************************.

  Customer response

  02/10/2022

   I am rejecting this response because:
  
  Although the service manager has contacted me via phone, he has not provided a return shipping label for service as promised. Label was to be received February 8 2022. Time of this responce: February 10 2022 at 3:10 PM EST. 

  

  Business response

  02/11/2022

  As our customer has stated, our service manager has been in contact and discussed his product issues extensively. Two (2) pre-paid shipping labels have been sent out as a courtesy for repair return of his product. The pre-paid shipping label does not from our Company, but is sent directly from the shipping company through email. The customer may need to check his email "spam" folder or other folders on his system. For any further assistance, please use our online chat feature or email us at *******************************.

  Customer response

  02/21/2022

  Horizon Hobby: Please provide direct contact via phone for service inquiries. Though FedEx sent a shipping label for service, the return address is incorrect and I want to assure the 7 locomotives sent for service are returned to the correct address.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Spektrum s 1100 smart charger at the recommendation of horizon hobby in December 2021. I specifically told them it’s for 1 cell LIPO batteries and the specs showed the charger works with this type battery. When I use the charger with 1 cell LIPO it attempts to charge at 1.5 amps which is too fast and will damage the battery. This is regardless of any input I make. I’ve been in contact with horizon and all I’m told is we don’t have any more information for you. This has been ongoing for almost 2 months and in the mean time I am without the use of this $100 charger. All I want is a direct answer on when I can expect an update. Another acceptable solution is to exchange the charger for another model that works. Horizon told me the exchange wasn’t an option since I used the charger to trouble shoot with them and it is now used.

  

  Business response

  02/07/2022

  We have contacted our customer on this issue and are waiting for an update on this charger's firmware. We apologize for the long delay on the update and hope to have a resolution to this soon. I have schedule a follow call on 02/08/2022 with our customer on possible solutions from our vendor on this. Thank you again for your understanding and patience on this matter. 

  Customer response

  02/07/2022

  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.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a F-18 rc airplane made by Horizon Hobby. Just out of the box there were 5 servos bad and a receiver that didn’t work. Then the nose landing gear was broken in several spots. I contacted Horizon and got no response. I sent them pictures of the broken and not working items and my receipt and nothing from them. I paid $529 plus tax for the plane and almost $200 to make it able to fly.

  

  Business response

  01/05/2022

  Per our customer logs, the customer contacted Horizon on plane issues on 12/23/21 and provided photos with receipts of the product. The customer was sent a pre-paid to return parts or the plane for inspection, per our warranty policies. It is highly unusual that all (5) servos would be bad at one time and may simply be a programming or receiver issues. Please provide a convenient time for a call back or simply send in items for inspection. Sorry for any inconvenience. We would like to resolve this matter as quickly as possible according to our company guidelines and to get you back to flying.

  Case # ********

  Customer response

  01/06/2022

   I am rejecting this response because:
   I am rejecting this response because:
  
  I don’t not accept their response. They need to either send the parts or refund the price of the airplane. That is the only resolution that I will accept. I have been given the runaround from them long enough.
  
  

• Initial Complaint

  10/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Horizon hobby cranks out expensive garbage and offers no product support. I want other people to beware of this bad company

  

  Business response

  10/18/2021

  Horizon is never happy to hear that item are not preforming as expected by our consumers. Items are warranted to be free from defects at date of purchase and off road vehicles do require additional maintenance depending on driving conditions and skills. Our logs show that our customers has been in contact with on his parts issue and has agreed upon a replacement part resolution. For any further assistance, please use our online chat feature or email us at ********************************

• Initial Complaint

  07/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a rc heli in for repair because the heli would not fly no higher 3 feet or 4 feet of the ground. The tech that fit said he replaced a servo and that the tail rotor was on backwards. I replace one of the servos myself and put a new tail rotor on this heli the rotor was not on backwards as he states. When I got my repair back it flew just the same as it did before I sent in in for repair. He told me he would look at or fit at no charge. I sent this back using fedex ground that cost me $24.54. Two days later Horizon sent me a return form but I have already sent the heli in. I requested a refund for the shipping charge and was told by the tech named Tony S that they do not give refunds for the shipping cost I paid. This guy it really rude and some of the things he said, I should adjust setting on the transmitter. The transmitter was sent in with my repair that the reason I sent in for a tech to do all of this to get it to fly like it suppose to.

  

  Business response

  07/19/2021

  This return repair found after repairing your transmitter (terminal corrosion and an unplugged ** ******* **** ****** was test flown with your transmitter, and my test DX9, with no issues found. With both radios the unit was test flown over and around our building, which is two stories tall with no issues. The helicopter  and transmitter unit is being returned at no charge. For any further assistance, please use our online chat feature or email us at ********************************                                       

  Customer response

  07/20/2021

   I am rejecting this response because:
  This is not the same e-mail I was sent before and if the technical would have did this the first time I would not had to send it back in. I requested a refund for the shipping fee I paid to send the repair back of either store credit.
  
  

  

  Business response

  07/21/2021

  Per our phone conversation with Horizon Tech , the agreement was if the customer wanted to send it back in, then Service would look at it once again free of charge. We do not reimburse for shipping costs and will not be refunding your money. On the first repair our Service Department replaced the blade grips and spindle set. The helicopter was test flown with the transmitter and no further issues were found. Our Service Department waived the labor and return shipping. On the second return repair, the transmitter sent had terminal corrosion and the RF deck was unplugged. The 200SRX was test flown with both the customer's transmitter and a DX9 service transmitter with no issues found. The customer is responsible for and must pay shipping charges for original and return shipments. When applicable, the customer is responsible for all brokerage fees, duties, and taxes associated with the service and shipment of the product.        

  Customer response

  07/26/2021

   I am rejecting this response because:  He sent this radio back and whatever he did to it - it won't bind to the helicopter.   
  
  
  

  Customer response

  07/26/2021

  He sent this radio back and whatever he did to it - it won't bind to the helicopter.   

• Initial Complaint

  07/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regards to case/repair ********** I bought 2 Blade Helicopters including over $1,000.57 dollars into equipment and repairs due to a faulty transmitter inside package and false advertising. Promised this would be a 2 week turnaround when I spent over $100.00 on UPS for repairs. The transmitter/helicopters checked in, 8th of July. They say it will be a few months, and they don't know. Chris from product support told me there was a faulty transmitter for the 230S, and they would send me a new transmitter, and it never happened. This helicopter crashed several times because of a faulty transmitter, and cost me over $600 for repairs. I bought a 330s, and BNF/RTF both use transmitter (DXS/DXe), in the 330s box. They claim transmitters will bind to the aircraft (I had DXS from the 230s), and as soon as I turned it on it went vertical, took a 200 vertical upward crash and almost injured 2 people in a park in Utah. I will accept refund, or at least free repair and return shipping.

  

  Business response

  07/16/2021

  Regarding repair & cases * ******** ******* * ********* his item was checked in on 07/09/2021 and is in line for servicing. This complaint is dated 07/15/2021, which is only five (5) business days. Turnaround time is initiated when the product is checked in by Horizon Hobby. The turnaround time provided is an estimate based on the incoming repair volume and is subject to change without notice. Our current Service time is 12 days due to high volume effected by delays in inventory from current Pandemic restrictions.
  

  Horizon reserves the right to inspect any and all Product(s) involved in a warranty claim. Service, service and/or replacement decisions are at the sole discretion of Horizon. Proof of purchase is required for all warranty claims. Crash & Collateral damage is NOT covered by the manufacturer's warranty. Horizon is not responsible for any loss of data or information associated with the service. For full warranty information, please refer to your product manual or the product pages on www.HorizonHobby.com The customer’s repair has been inspected on 07/14/201 and the helicopters are not cost effective to repair due to damages. The DXS radio has passed all function tests and was used to test fly our in-house 230s Helicopter with no issues on function or range.
  

  Our customer has also filed a small claims complaint in the Justice Courts of Arizona for full refund. His repair status is currently on hold, pending outcome on the court case he has filed.

  Customer response

  07/16/2021

   I am rejecting this response because:
  Hello Horizon Hobby, and thank you for responding to Better Business Bureau’s investigation; however, I actually brought these issues with you before, and you never actually responded to them until you knew that The BBB was involved. At the end of the day, the only thing that matters is what you can prove, and not what you say. The Turnaround time was explained to me that (when the product is checked in it takes them 2 weeks to service, and then they give it back to you). Not only that, I didn’t know that my helicopters (were so badly damaged that they cannot be repaired until I got this message). Horizon Hobby said, “The turnaround time provided is an estimate based on the incoming repair volume and is subject to change without notice.” Yet, there is no evidence of this anywhere. They could have easily told me this when I spent $100.00 on UPS to send it right now, but because they told me that (it would be serviced in 2 weeks, “when they check it in), I drove 30 minutes away (both ways) and paid to have it done when I was tired after work. This isn’t rocket science Horizon Hobby. All this, the time is based on “x y z” because if that was the case, you should have told me that in the first place (before I sent it).
  So, yes, Horizon reserves the right to inspect any product(s) as they have said. And I knew that they would say the transmitter wouldn’t work even though **** * told me via chat message that he promised me he would send a transmitter overnight. Just so everyone knows, I am not the one who came up with the idea that the transmitter didn’t work. **** *. Sales Force, Horizon Hobby told me that. And the reason I know the transmitter didn’t work is because when I was flying the 230s, it was fine, and it took an immediate nose dive up, and went straight up, about 50 yards in the air (when I was controlling the aircraft to settle down, and the left stick was pointed down (slowly), and the right stick was easily being adjusted to balance the heli. It was being flown in safe mode, and not only that, I pushed the panic button several times, and every time I pushed the panic button, it went vertical, and that’s why **** told me it was a problem with the transmitter. This wasn’t my idea, actually.
  I get it, many customers have crashes, and it’s hard to prove. And of course, Horizon Hobby is going to say that the transmitter doesn’t work! Like every business in the world, they are looking after their own! It’s not rocket science! I told Horizon Hobby that I wanted to get a 2nd opinion about the transmitter, and take it to a Horizon Hobby dealer in the area. The representative became angry, and said, “how would they know!”
  In regards to the 330s, I was told by the salesman who sells the products that the same controller (inside of the 330s) is the same controller for the 230s. At this point, I was ready to give up, and just move on to the next helicopter. Even though I paid over 600 dollars for a helicopter with a bad transmitter! In addition, the BNF 300s does have the same controller as the 230s inside the box BECAUSE WE LOOKED AT. BNF means bind and fly which means that Horizon Hobby makes a ton of money off selling products that claim they can bind to their other Spektrum transmitters. There is no information about this whatsoever on the box, nor the instructions! There are some vague instructions which suggest that “your helicopter might need new software” but nowhere does it say that the 330s needs to have a new download. In fact, the verbiage they use, “must have smart technology” which the DXS controller has! It doesn’t say it on their website, nor their Horizon Hobby site, nowhere. So buyers spend $400.00 on this helicopter and expect to bind it to the helicopter. However, when I called Horizon Hobby they told me that transmitter doesn’t work with that helicopter. And they said, “yeah but, it doesn’t work because you need to have this technology.” And they wouldn’t answer the question about their false advertising saying that it can’t be bound to the DXS. So yes, of course, I will consider taking these claims to a small claims representative. However, this needs to be investigated because upon further investigation I have to find out where I need to find the claim, and if the BBB can help me, there is no reason to pay the court costs. I have already lost a ton of money because of these people, and their false advertising. Horizon Hobby is all about squeezing every penny out of their customers. In addition, the 330s has been discontinued on the Horizon Hobby Website, and it’s no wonder.
  They actually wanted to work towards a resolution, and now they want to just say the helicopter isn’t worth repairing. (*** ***** **** *****
  
  Hello,
  
  I apologize for the delay in getting a response, I will be elevating this case up.  We do not usually do full replacements. A member of our L2 Staff will reach out regarding this issue and work towards resolution. 
  
  Best Regards
  **** *
  
  

*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. ↩