Complaints

This profile includes complaints for B.W. Incorporated (Backer Wencel Inc)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  B.W. Incorporated (Backer Wencel Inc)

  PO Box 150 Browns Valley, MN 56219-0150

• 

  B.W. Incorporated (Backer Wencel Inc)

  316 W Broadway Browns Valley, MN 56219

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 2 electric ride on for my children and it's now been almost a month and I haven't received any tracking or updates on this order. I contacted them multiple times via email with no response and over the phone which a guy answers and keeps hanging up on me after telling me I sound like a child and acting like a toddler. I explained it's been a month with no update I would like a refund. He keeps saying they will call me later and I keep calling back and he keeps answering and hanging up. I explained this is over $800 you are messing with of mine and I demand a refund.

  Business Response

  Date: 11/19/2024

  Hello

  Our records indicate that the customer has been contacted by our shipping team and informed that they would receive a callback regarding delivery. Despite this, the customer called ************ times within a 9-minute spanand used inappropriate language. Our staff handled the situation professionally, and the customer was advised to wait for the scheduled delivery day. We have documentation that confirms our teams communication and professional conduct. Subsequently the order was cancelled by us and the customer was reimbursed.

  Thank you

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because:
  
  This business is lying. By starters I NEVER received a phone call from the shipping department. It was over 3 1/2 weeks and I was NEVER communicated with about my order. I contacted multiple times and was told I was acting like a child by *** Backer on the phone. 
  I asked for an update on my order and their response was they didn't have an update at the time and I would be contacted back when they do have an update. At that point I wanted a refund for my order because it was well almost a month and my order still hadn't shipped nor had I heard anything. I called over 20 times in a 9 minute span because I kept getting hung up on by *** Backer. That is not professional. 
  I DISPUTED and opened a claim on ****** (my form of payment) since they would not give me a refund when I asked them to. Backer's response when I asked for a refund was "you'll have to wait to talk to ****." **** NEVER called about a refund so I disputed it. After I disputed it, is when I received my refund. This company did not cancel my order, they HAD to refund me due to my dispute. 
  please let them know to stop lying. 

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pad for under a pool liner from this company. They charge my credit card. I never received the item I was told. On September 24th, that the item would be received either on September 28th or September 30th. The order did not arrive. I called the company on October 1st. I'm looking for my item. They would not give me a tracking number. I asked about canceling the order told him I do not want it. If you can't give me a tracking number, I need to get this job done that. I need this item 4. Then they told me it would be here by october fourth, my u p s and u s p s deliveries have came already. Then I called the company again. Now you told me it will be next week and again, they would not give me a tracking number. I want the item or I want my credit card. Refund it for the full amount every time I talk to this guy. ***, he has another story why I did not get my item. I um yeah, tired of dealing with this company.And I need help to either get my item or to get my refund

  Business Response

  Date: 10/13/2024

  
  *** Backer
  Oct 12, 2024, 6:54?AM (1 day ago)
  to me
  
  Dear BBB,
  
  We appreciate the opportunity to address this matter. We regret to report that the customers claims are inaccurate. Unfortunately, during our interaction, the customer did not conduct themselves in a professional manner.
  
  The customer was informed multiple times that three of our staff members were hospitalized and that our system had crashed, leading to delays and lost data. We sincerely apologized for the inconvenience, but the customer was not understanding of the circumstances.
  
  At the customers request for a refund and decision to decline the product, we advised them to refuse the package upon delivery. A refund to their credit card was processed two days before the customer filed this complaint, which contains misinformation.
  
  We stand by our efforts to handle this matter fairly and efficiently. Please do not hesitate to reach out if further information is needed.
  
  Best regards

  Customer Answer

  Date: 10/13/2024

   I am rejecting this response because: I had asked several times for a tracking number and was denied I was told three other times that the package would be here either Saturday or Monday and the package still has not showed up I still have not received my package this company is a scam
  
  
  

  Business Response

  Date: 10/18/2024

  Hello,

  It is clear that neither the customer nor the ********************  Dispute Resolution Specialist read our first response. As we stated in our first response, the CUSTOMER WAS REFUNDED BEFORE HE FILED THE ********************. There will NOT be a package delivered, THE CUSTOMER WAS ALREADY REFUNDED. Again, BEFORE the customer filed the ******************** complaint, they were REFUNDED. There will NOT be anything delivered when the order was ALREADY REFUNDED.

  Thank you

  Customer Answer

  Date: 10/21/2024

   I am rejecting this response because: this gentleman keeps saying I got a refund I have not gotten a refund I have not gotten a package he keeps telling me that the package was going to be delivered Saturday or Monday for 3 weeks in a row but he could not provide me with a tracking number I do not know how you can give me a delivery date without a tracking number he blamed the storm down in ******* if we're not having a tracking number he is up in ********* I don't care about the $140.81 I filed a cyber crimes complaint with the *** the man is crooked and if you look at his reviews on ****** you will find the same thing that I am stating that he gives every customer a hard time and he hangs up on customers and tells them stories that never come true hey ***** reading this do yourself a favor and go to ****** reviews and check this company out also and like I said I did not get a refund as of my bank statement that came in on October 9th. The gentleman has bad business practices
  
  
  

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, 2024, I ordered a Vitacci Focus 150cc Scooter on the www.FamilyGoKarts.com website. According to the website, the Scooter was In Stock. After 4 days of not receiving anything about shipment, I called Family Go Carts at: ************. I was then informed that the scooter I purchased was not available and that I had to select another scooter. I reluctantly selected another scooter, a Tao Quantum 150cc, which cost $400 more. I authorized the charge and I received the scooter on Monday, May 6, 2024. I received the Tao Quantum 150cc Scooter without a Title, No Assembly Instructions, a broken part and missing parts. I called the company on Wednesday, May 8, 2024 to let them know what was going on. I was told to go to the website and submit an inquiry. I submitted the inquiry, and I received an Email reply the next day, telling me to call ************. When I called this number, I was told that someone would call me back. No one ever called me back. So I resorted back to communicating via Email. I have asked for a supervisor, but I was constantly told that they are not available. It has been exactly 2 weeks today since receiving the scooter and the company still has not done anything to resolve any of these issues. I have not been able to drive it and I have never cranked the engine, nor have I put in gas.The resolution I seek at this point is that they pick it up and give me a full refund of $1,637.82 Thank you for your help

  Business Response

  Date: 05/29/2024

  Hello

  This was the message of what we asked for from the customer on Friday *******.  As of May 29th We did not get these details.  As soon as we get this information we will be happy to get this resolved. 
  
  This is what we need in order to get you the parts, the vendor will not send parts without confirming the vin# to avoid sending the wrong parts.
  Please provide the vin# so we can send
  -speedometer hub
  -fender bolts
  -shock bolts
   
  Thanks

• Initial Complaint

  Date:04/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Bought this Dirtbike from B.W.I. And got the bike shipped to my address put it all together the bike did not want to start oil leaking out of the motor. The motor just failed out on me this morning . i would just like My $1300.00 refunded back to me Please.

  Business Response

  Date: 05/14/2024

  This was sent to the customer back on  April 29th for the second time

  *****
   (1) We want to help.  
  a. The dirt bike left our location in working order.  
  b. We asked back on April 6th to send us an updated video.    We still have not received that video.   
  c. For us to submit a request to a manufacturer we need to document your concerns.  
  d. Also when you send that video about the kick stand please send a video about this:
   
  Today you stated.
   
  "My engine just failed out on my dirtbike the engine is leaking oil out of it , you guys need to replace my engine plz because i am not paying for another bike from you guys this is crazy i have had so many problems with this bike ."
   
   
  (2) How are we able to get you a refund when you still have the bike.   For a refund to be issued the dirt bike would have to be returned.
   a. Shipping the item back. You have 60 days from the time you ordered the unit to return it. Therefore the unit must be delivered to our location in ************* on or before May 18th 2024.
   
  Ship to address:
  BW Inc
  Ticket #*****
  ************************************************************************************
   
  Packaging:
   
  i. The unit needs to be packaged in the original crate/box and strapped on a pallet. If you do not have the original crate you can build an identical one out of wood. The unit needs to be clean, in like new condition. Completely surround the crate by cardboard and wrap the box with clear wrap.
   
  ii. No loose parts are to be in the box/on the pallet. Wrap up all loose parts in some type of protective wrapping and secure them so they don't move around; you are responsible for any parts lost in transit due to improper packaging.. You'll need to wrap the unit in clear bubble wrap to protect it from possible damages.
   
  iii. You can ship the unit back any way you want. The cost to ship the unit is your responsibility. Once the unit ships, provide us with the tracking/pro number so we can keep an eye open for it.
  
   
  
  

   

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The initial transaction occured on January 23, 2024 for a total of ******. I purchased the Snirt Grabber Mat which was 4'x6' in size. this mat was not delivered until 2/7/24 This specific mat was marketed to "hold" snirt like snow, melt, dirt and grime. Following are marketing descriptors stating what this mat will do: "Keeps the floor clean from melt and run-off that gets tracked in on dirty cars and trucks.""Want to park your motorcycle or four-******* in the garage without worrying about ************* getting all over the floor?""The mat is easy to clean, too. **** up the water with a shop vac or just drag it outside and pick up to dump." "The mat is made from the same stuff that makes our SnirtStopper garage door seals so awesome, and its bound with a large, rolled foam perimeter to catch and help hold snirt like snow, melt, dirt and grime!"After reading the description and looking at the pictures posted, I understood this would "hold" water as stated in the description. When I received the ******* was full of stitching holes around the entire perimeter of the mat. I purchased this mat with the sole intention of holding the "snirt like snow and melt" that dripped off my snowblower to contain the mess. I contacted the company and spoke to **** who assured me that the description is accurate and the mat was never intended to be waterproof. If it wasn't intended to be waterproof then I'm confused how it could possibly "hold snirt like snow and melt." I was enlightened by **** that they would be developing a mat over the next two years that would use a different manufacturing process to make the SnirtGrabber mat completely waterproof. After several conversations and getting the run-around, **** agreed to not charge a restocking fee, reimburse the mat charge and pay $10 toward the $20.25 shipping I paid. I was also required to pay the return shipping in full. This leaves a total out of my pocket of $30.75 for a product that was falsely advertised.

  Business Response

  Date: 03/11/2024

  Hello

  1) This product is not promoted as waterproof.  

  2) We talked to *************.  He asked for no restocking fee and we agreed with that.

  3)Then he came back asked for credit for the original shipping.  Customer agreed to us giving him a $10 shipping credit on the original shipping of $20.25.

  4. Now he is asking for more again, as soon as he gets what he wants he continues to ask for more and does not honor his verbal agreement.

  5. At the time of the sale the customer understood the terms and conditions of the sale and that it included, but was not limited to, the customer being respoinsible for the return and shipping back.

  6. As a gesture of goodwill, we will credit the customer the rest of the original shipping, $10.25.

  Customer Answer

  Date: 03/12/2024

   I am rejecting this response because:
  
  If the mat did as you marketed it to do, the return policy wouldve never been exercised and we would not be in this current predicament. 
  

  I also did not previously agree to the conditions of the return and am all the sudden asking for more. I stated that I dont believe that I should pay anything for the process as I have been extremely misinformed through the way you worded the marketing description. You told me thats all you could do and that you had to get off the phone to help someone else; realistically leaving no other option. 
  

  There would be no reason to use a large foam rolled perimeter or a Kevlar reinforced polyester material (which is waterproof) if you didnt intend on this mat actually holding water and keeping it off your floor as you described. 
  

  If this mat did everything as you marketed it to do, I wouldve never needed to return it. You have a picture of a snowblower sitting on top of it on your website which is exactly what I wanted the mat for.
  

  If the mat did everything the website described it to do, why did you inform me that youre changing the manufacturing process in the next two years to make a waterproof mat? 

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with *** for a year now. I was told from Blue Wave my ****** credit for my faulty liner was sent to your accounts department. I had to purchase a replacement liner out of pocket with that credit to be applied. It was never applied. *** Backer continues to give me the run around. I want my money back. This has gone on for entirely too long and you are stealing money from me. I would like this situation resolved. I have emails that go back to last summer, text messages as well. Your company is not making an attempt to solve my issue.

  Business Response

  Date: 07/11/2023

  The customer stated they reached out to Bluewave to get a credit for a liner under warranty.  This is most usually as warranty issues are handled between the manufacturer and customer in the pool liner industry.  As the customer knows, we will be happy to give the credit, once the credit has been issued by Bluewave to us.  We have not forgotten about this.    Bluewave has had turn over of staff members during this.   

• Initial Complaint

  Date:06/29/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a go cart on familygokats.co. I also purchased the extended warranty for parts and support. After 3 days on email only support the go-karts is defective and doesnt run. There is no reply when emailed. I am having a local repair shop picking up the kart and need to pay a fee for transport and repair. This is brand new out of the box. The people over the phone were not helpful nor is there support. I paid extra for the warranty and support yet I havent received an answer or email from them.

  Business Response

  Date: 07/05/2023

  Hello

  On Friday we shared this information with ***************: Friday ?05:38 pm 

   Just like you we never want clients to have problems.  The unit left the factory in working order. We are disappointed just like you. 1) The warranty you picked during ordering was a parts only warranty and labor is not included.   However, As a gesture of good will you are welcome to take the unit to a trusted small engine mechanic.   We will reimburse you up to 3 hours of shop labor rate at $75 per hour as long as they solve this problem for you.    Once the unit is up and running email us a copy of the shop receipt so we can reimburse you.   Reach out to a small engine independent mechanic that works on lawn mowers or any small engines in your area.2) We will help provide the needed parts to the shop as quickly as we can as we want this up and going for you also. 

  Feedback from customer
  Friday ?08:33 pm?
  Thank you very much. They picked up the kart this afternoon. Once I receive the bill I will email you. Thank you for getting back to me as well and understanding. 
  ****

  
   

  Customer Answer

  Date: 07/05/2023

   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.

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a scooter that came destroyed from this awful dishonest company around March and it is now June and I have around 150 emails back and forth owner. The owner and Minn ************** backer refuses to send me my title for the scooter.I have requested countless times for the title to be sent as I am not shipping the item back and paying a nearly $400 restocking fee.I want my title sent immediately.I signed the *** as damaged and notified business and I have been hung up on and lied to since day one. No parts were sent or any money was returned to me as it says on there website. The local Sheriffs explained that they are getting alot of calls and complaints about the company. Call the Sherriff at ************ to report issues.Do not trust or do business with this company.

  Business Response

  Date: 06/20/2023

  Several times we have given *************** all the needed paperwork to return the unit.  As stated in ******************* new BBB communication, the unit is destroyed.   The amount of parts the customer is requesting is worth more than the vehicle.   *************** refuses to return a scooter he has called "a destroyed unit".  Once the unit is returned a full refund for the value of the scooter will be given. *************** paid  $1343.98 for the Spark 150 Black.  The scooter needs to be returned complete with all damage parts.  *************** has stated in his email chains the scooter has not been used and is still in the original crate.  The unit would have to be returned to Browns Valley on or before 7/7/23 to receive a full unit refund  of $1343.98. 

  
  

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new go kart on 4/5/23 for $2125.23 It arrived on 4/14/23. The battery that was shipped and purchased with this go kart does not work at all. I took it to a professional to have it tested and they explained the battery was no good. I contacted customer service and gone back and forth with **** and was told by him the warranty does not cover a battery. I purchased a brand new battery not one that was used and completely broken to begin with! I just want what I paid for a brand new working battery!!

  Business Response

  Date: 05/15/2023

  On May 1st 2023 at 9:46 pm we sent the following email to the customer: May 01 ?09:46 pmassign)
  Thank you for those details 
  Batteries are not covered under warranty. As a gesture of goodwill you can buy a battery locally and the vendor will reimburse you $25.22 for the battery if you get a copy of the receipt.

  The warranty for the MidXRXR is provided by the manufacturer, Trailmaster.  Trailmaster does not include batteries in the warranty.  Also BEFORE an order is sent the customer reads and ACCEPTS the condition of sales though our Release form and in the form it talks about this warranty policy.   FamilyGokarts/****** does not set the warranty policy. This is why we shared with the customer that we would reimburse the $25.22 for a battery as a gesture of good will.   We have not yet received a copy of that receipt from the client for that reimbursement. 

  Thank you

  
  
  

   

  Customer Answer

  Date: 05/15/2023

   I am rejecting this response because:
  
  I purchased a brand new battery as advertised that I was getting all brand new. They sent me a faulty battery that never worked! Selling items that do not work or are as advertised and then claiming its a warranty issue and offering a quarter of the cost is false advertising and unacceptable! 

  Business Response

  Date: 05/22/2023

  Hello The warranty is provided by Trailmaster.   Trailmaster does not include batteries in their warranty.  We completely understand the frustration from the customer, We are not able to change their warranty policy.   So as a gesture of good will we offered to reimburse the customer $25 for a new battery.  Our margins on these units are tight because we offer Free shipping to the customer.   We will raise that to $30 as long as the customer submits an image of the receipt. Thank you.

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing because I brought a product from the consumer and the product arrived defective. It has been several months and the complaint has not be resolved. It seems like the company is ignoring my emails and my calls. I have reached out several times for assistance, therefore, I am reaching out to the BBB for further assistance.

  Business Response

  Date: 04/21/2023

  Hello, Back on April 7 we sent client the following email.  We have NOT yet received the 17 digit vin number from the client.   Please provide so we can continue to help.                     Apr 07 ?03:25 pm?     The option we gave you is to use the product at the end of the video or provide the 17 digit *** number. You are wanting a new tire and the issue that you are experiencing would be considered a warranty issue which means the *** is required. 
  **** Backer
  FamilyGoKarts.com | FamilyPoolFun.com
  ************.com (Snirt happens. Stop it!)
  ************(o) ************(c)