ComplaintsforAce Golf Cart Covers

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $729.00 for a golf cart cover that does not fit. Sent it back. Company has been very rude in helping us resolve issue. NOT HAPPY! Going back to December. This is NOT right.

  Business response

  03/23/2022

  This customer has submitted numerous requests for additional components under the guise that each of these components have been damaged. It is clear to us that the customer is fraudulently attempting to obtain an entirely new enclosure piece by piece. We have sent this customer numerous additional components at no expense to the customer (tracking information for these components is available). 

   

  The customer has been informed that no further components would be shipped until the entirety of the original order is shipped back to us for inspection and /or replacement. The customer has yet to do this despite having been sent a prepaid return shipping label. Customer additionally filed a chargeback with his financial institution which is pending. No further components will be issued to this customer until either the credit card dispute is resolved or the customer returns the original enclosure. 

  Customer response

  03/24/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  We respectfully reject the business's response. 

  * We never claimed damage. We claimed that the components were/are too small.

  * Tried to resolve numerous times over the phone but were hung up on. 

  * We are not trying to obtain an entirely new enclosure. We want one that fits, or our money back. That's it

  * We DID ship back all components, except for doors, which they instructed us to keep. Proof of Delivery attached (Rec'd 2/21/2022 ******* **** *************).

  * Business has put us in the position to contact our credit card company for a refund. We would be happy to resolve credit card dispute on our end. 

  
  

  Again,

  All we want is our money back or an enclosure that fits. Nothing more. 

  
  

  
  
  Sincerely,
  
  ****** *******

  Business response

  03/25/2022

  Our position has not changed. This customer is flagrantly and fraudulently attempting to obtain a second full enclosure piece by piece and has done so with hostility and a complete disregard for candor, decorum and a general sense of professionalism, hence being "hung up on". 

   

  We refuse to conduct business with customers of this nature and stand by our position to refuse shipment of any other components until the FULL ENCLOSURE is returned to us. 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Will not cancel my order after six weeks of holding my money with NO communication. When I try to cancel this order, I get nothing but disrespectful comments. What is the 10% charge cover? Nothing has been made! I feel that the 10% is covered by the loss of my interest on my money that they held onto for six weeks! The absolute worst!

• Initial Complaint

  02/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ORDERED A WINDSEAL KIT (WIND PROOF) FOR MY GOLF CART IN NOVEMBER 2021. AS OF THIS DATE I HAVE NOT RECEIVED MY PURCHASE. THEY TOOK MY MONEY OUT OF MY CREDIT CARD ACCT AND FAILED TO DELIVER THE ITEM. THEY HAVE NOT CALLED OR EMAILED ME BUT 1 TIME IN JANUARY (JAN 12) NO FURTHER UPDATES. ON 2/11/2022 I CALLED THE ACE GOLF CART NUMBER ************* AND ASKED THEM IF THEY HAD ANY WINDSEAL KIT (WIND PROOF) FOR MY GOLF CARTIN STOCK. THEY ASKED ME FOR MY GOLF CART DESCRIPTION ( 2015 CLUB CART, PRECEDENT) THEY SAID THEY DID HAVE SOME IN STOCK. I ASKED "COLOR BLACK" YES., WAS THE REPLY. THEY ASKED IF I WANTED TO PLACE AN ORDER. I SAID NO. I FEEL THE COMPANY HAS TAKEN MY MONEY AND HAS NOT PROVIDED ME WITH MY ORDER. 3 1/2 MONTHS I HAVE WAITED. I FEEL THE COMPANY IS DECEPTIVE IN THEIR ORDERING PROCEDURES. IF THE COMPANY IS OUT OF STOCK THEY SHOULD HAVE TOLD ME AND NOT CHARGED ME. I WAS NOT AWARE IN NOVEMBER THAT THEY HAD NO STOCK. I DIDNT FIND OUT UNTIL DECEMBER (20-23) WHEN I CALLED THE COMPANY ENQUIRING ABOUT MY ORDER.

  Business response

  03/14/2022

  Customer placed order on 11/26/21. At that time, the estimated shipping times were posted on the order page and listed as being in stock, but ships in 4-6 weeks. As the state of shipping and logistics has been convoluted for several months, lead times have been subject to change based on mitigating factors and delays with shipping companies. Customer was made aware of said issues and assured that while his order was back-ordered, it would be shipped in as timely a fashion as possible. Customer's order shipped complete on February 18th, 2022 as is evident by the following tracking information associated with the following tracking information: *************************************************************************************

  Customer response

  03/14/2022

  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We order a Golf Cart cover that came with defects. We reached out to *** and ask for assistance in making this purchase right. The defects include two grommets missing along with the tie down straps. Second the stitching in one of the clear brake light windows was defective and came loose just after a couple time driving the cart in normal mode. We are simple asking for a resolution to get this cover as we ordered

  Customer response

  03/02/2022

  The business has made things right

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a golf cart cover from this company on Dec 24. The cover that I received was not the one that fit my cart. I contacted Ace by phone, spoke with a representative, who stated that I should return the cover at my expense. At that time, I had decided not to replace my cover and ask for a refund of the purchase price I shipped the cover return via UPS to *********, as instructed, provided a proof of shipment and subsequently provided proof of return acceptance at *********, in order to expedite a refund. Original Order Number was ******, for a total price of $903, which included a shipping protection of $50. I have requested a refund of $853, which was the price of the cover and door guards, recommended for this cover. Last response from Ace is as follows: "Again, you ordered incorrectly. As a result, we have allowed you to return the enclosure for an exchange for the correct enclosure (something that we do as a courtesy for our customers). That is per our policies. Also, we are waiving any restock fee which would normally be 20% (also per our policies). So if you'd like to indicate the correct cart year, make and model, we can process the exchange and ship the correct enclosure, however the return for a refund is not authorized at this time." Since I am not wanting to replace the cart through Ace at this time, I have continually requested a refund of the purchase price. .

  Customer response

  02/22/2022

  As pf today, it appears we have reached an amicable solution with the vendor-AceGolfCartcovers.com and an agreeable refund is being issued by them.

  
  

  Thank you for your efforts in this matter.

  
  

  Sincerely,

  
  

  ***** ** ******

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered an enclosure on Dec 25/21 - Order #******. I requested a change in the color on Dec 26/21. On Dec 27/21, Ace confirmed the change and advised me that my order was updated. On Dec 30/21, I received the order but color was not changed per my request. I immediately contacted *********************** but received a response from ***** ***** on Jan 3/22 advising me that "I have, nor do not see any indication that a request for a color change was ever made". Although I forwarded him my email and ***** confirmation, he responded that "I have no record of that mail having received in our mail system". After several back and forth (9 to date) with ***** *****, I concluded that "I was screwed" and so decided to install the product. Unfortunately, the cover does not fit my cart. I reluctantly contacted ***** ***** once again, and supported the mis-fit with pictures. Specifically, the windshield incline on my cart does not match the enclosure's - indicating this is not a "custom order as advertised. ***** ***** responded that "you have received the correct enclosure ..... revert to the installation instruction". Regardless which method of installation I use, the enclosure dimensions and configuration is not correct. As the Cover will not fit (because of the huge difference with the windshield profile, I will be returning this enclosure - per the "so called" return policy, thereby, loosing 20% for stocking fee plus FedEx shipping cost. Since this item is supposed to be a "custom made" I would like to receive a replacement in BLACK color with the corresponding striped Valance (red and black).

  Business response

  01/24/2022

  Sorry for the inconvenience. It seems that the incorrect enclosure that was ordered is being sent back. We are sending the correct enclosure to customer that will fit the cart. Originally a Drive was ordered but customer has a G14-G19. 

  Customer response

  01/25/2022

  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.
  
  Sincerely,
  
  ****** *****

  PS  - I would like to thank you for expediting a resolution in short order. It is great appreciated.

  I have responded to the supplier thanking them for the resolution. Once again I requested that the COLOUR of the replacement cover should be BLACK c/w black and red striped valance. I will pay the additional charges, if required, and accept longer delivery time, to make this happen.

  the attached picture shows the cart model to be G22 series, not G14 - 19.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I've purchased a golf cart enclosure and a Windshield Kit from Ace Golf Cart Covers for $473 on September 19th 2021, order ##******, but have never received the goods. It was supposed to be shipped 10/15/21, and then we were given another date by Mr. ***** ***** November 18th, but it never happened. we had a lot of patience trying to make it work, but we don't even get information from them anymore.

  Business response

  12/14/2021

  A refund was issued and the order has been canceled on 12-9-21 for the full amount. Due to a few shortages of supplies we could not get this order out as fast as originally quoted. Sorry and have a good day.

  Customer response

  12/16/2021

  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.
  
  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. ↩