ComplaintsforUltimate Defense Firing Range & Training Center

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company left me a voicemail that I had 48 hours to pick up an item I had paid $518.00 for. They also said that if I could not pick it up, they would buy it back. I called to find out about the buy back offer and was told they had sold it to someone else. This company is refusing the refund my money, per some hold policy I was never made aware of before my purchase. They have sold the same item twice.

  Business response

  09/16/2022

  Hello,

   

  We are responding to the complaint filed against us referenced in the subject line.  Below we have composed a response to the complaint filed against us by ***** *******.   We have made every effort to communicate with *** ******* and due to her lack of response, the events below have unfolded.

   

  • ******* purchased a firearm from us on 2/12/22.  We conducted a federally mandated background check that indicated that she returned with a “Delay” status which by federal law, prevents us from transferring possession of the firearm. Two days later, 2/14/22, the *** indicated that ******* background check was changed to a “Proceed” status. That same day (2/14/22) we contacted ******* via phone to ask her to come and pick up firearm. 

   

  • ******* did not answer the phone, so a message was left. ******* failed to respond to the message left on 2/24/22, nor did she respond to the messages left on 2/25, 3/01 3/8 or 3/15.  Because 30 days passed from her original background check, the status was no longer valid, and another background check would have to be conducted. That message was relayed to her on 3/18/2022.

   

  • On 4/1/2022, staff again attempted to contact ******* to get a second background check completed and to advise her that in compliance with the ******** ******** ******** guidelines for abandoned property, we would activate our policy of a $10 per day storage fee which is posted behind the checkout at both our retail location and posted at our remote gun show booth as well. Again, we received no response from *******.

   

  • Two months later, in mid-April, staff was able to make contact with ******* and inform her over the phone of the need for another background check and offered to waive storage fees to that point if she would respond and complete the transaction. ******* stated she would make arrangements to complete an unexpired second background check and complete the transaction, but that never happened.

   

  • In the next 4 months, numerous attempts we again made by staff to complete the background check and to pick up the firearm, all of which went with no response.

   

  • Late September, staff advised ******* that in the 5 months and 12 days that she refused to complete the background and transfer, that storage fees had now accumulated to $1350, all of which would be waived if she could respond in the next 48 hours. After the 48 hours, in accordance with the ** ******** *******’s guidelines, we could take fiscal possession of the firearm to apply to the balance of the fees. ******* again refused to respond to the store to complete the background check.

   

  • From the day we are legally entitled to charge storage fees to the date we took fiscal possession of the firearm, 135 days had passed, leaving ******* with a bill of $1350.00. The value of the firearm ($510) leaves a balance of $760 that we have written off die to the assumption of non-payment.

   

  • Once ******* discovered that we took action on the situation she has undertaken a mission to attempt to slander us on internet reviews and file false claims with organizations such as yours.

   

  • In summary, Ultimate Defense staff made every effort to accommodate ******* and she flatly refused. Refused to respond to phone messages, refused to accept multiple offers of storage fee forgiveness to complete her transaction and refused to pay storage fees after leaving her purchase for over 6 months.

   

  The original dated receipt is attached.  We look forward to your response.

   

  Customer response

  09/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  As stated before, and even in their response, they noted they put into affect a policy months after the original purchase of the item.  They did so so that they could re sell the item without having to provide me with anything. I was told they would be sending me a check for a buy back of the firearm. Months passed and I received nothing. Finally they said, they no longer had the firearm and they wouldn’t be providing any refund. 

  
  

  I was told they registered the firearm as lost property, but they did not and it was not registered as lost property with the state. 

  
  

  The number provided in this email does not match the communication I was told with the store. Once they learned I was African American the tone of their sells person changed. There are even clear racial undertones in the stating of the “assumed non payment”.

  
  

  They are making up numbers to bully me. When I was told only $50 was due, I said, great I’ll pay it to receive my firearm. That is when they told me they no longer had it and I would need to buy a new fire arm completely. 
  
  Sincerely,
  
  ***** *******

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