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Business Profile

Home Accessories

Family Center

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Family Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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Family Center has 3 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/11/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Transaction date February 7, 2024 amount of transaction $11,999.99. The item is a ****** utv went to pick it up it would not start, they got it started after many attempts it would not start when I got home l had to pay to get it back to the store. They said it was fixed. I paid to get it home, tried to take it out for a run it would not shift. I talked to them about a replacement they refused. Its now sitting at the store I have never been able to get it out of the driveway and had to make my first payment today. Im legally blind, I bought it so I could take my dog around town so we would not be home bound. I cant get it resolved when I call I get the runaround l get a different person each time who is supposed to return my call but has not. I called the manufacture I thought they may be able to help me but no success. I dont know where to go for answers. Its a new machine and its been a month in repairs and is still not working Im very frustrated and worried I will have to pay for something, I will not get to use. I live on a budget and cant afford to buy another one and pay for this one to.

      Business Response

      Date: 03/26/2024

      We have had several phone conversations with our customer ******************************, since the purchase of his new Hisun *** on 2/7/2024.  At the time of the purchase ***************** stated that his son owned the land where the *** would be used. So no sales tax was charged at the time of purchase, once looking into the purchase application there was no tax exempt verification on file, our company contacted ***************** to have him provide a form to us, sign a new one or pay the sales tax.  We have made 2 seperate repairs to his *** & we have tried to explain how his warranty works.  Timeline listed below:

      Purchase of *** 2/7/24

      Brought in for first repair 2/18/24-Picked up from repair 2/24/24.  Customer had for 11 days before bringing in for repair.

      Sent our Mechanics out to customers home 3/5/24. Customer had for 10 days before calling about repair. 

      2nd repair completed 3/19/24-unit has not been picked up at this time

      2/18/24 ***************** returned his *** stating that it was not running.  a work order was filled out & customer refused to sign, stating that he wanted us to order his a new unit.  After our diagostic testing and warranty approval for repair.  The fuel injector was replaced & map sensor plugged in.

      2/19/24 ***************** contact the store upset about us not ordering him a new unit. He used vulgar language & was very loud over the phone. As he ended the conversation He stated that he was contacting an attorney to *** our company.

      2/24/24 ***************** picked up his unit from the repair shop.

      3/5/24 ***************** called stating that his *** was not shifting correctly, so we sent out 2 mechanics to his home to see if the unit could be repaired on-site or needed to come to our repair shop.  The mechanics made an assessment that the unit needed to return to the repair shop.

      3/18/24 ***************** was contacted by our company to inform him that his  *** was ready for pick up, he stated during that conversation he didn't know if he wanted it back. That he does not own any land & is not going to sign the tax exempt form & we could pay his sales tax.  He also stated that we could keep his ***.  Later that day ***************** contacted us to know that we could keep his *** for a week 7 then check back with him on Friday.  He wanted us to contact the manufactor and get a him a brand new unit.  We did contact ***** and they told us that we area licensed warranty repair provider under their warranty their *** are to be fixed, they are brand new when sold.

      3/21/24 ***************** called to state that he would be out of town this week, but will call back next week for delivery date & time to be scheduled.

      Please see attached documents for all phone conversations from our managers.

       

       

       

       

       

       

       

      Customer Answer

      Date: 04/19/2024

      They are holding the utv hostage. I am being charged monthly payments and haven't even ridden it. I would like to cancel this transaction. 

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