ComplaintsforRange USA

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 25th 2023 My family and I visited a Range USA facility in Wixom, MI. I was told all the benefits of a membership. I agreed and signed up. The staff member struggled with creating the membership and took down multiple email addresses and names. He then used my card to pay for it. On a subsequent visit a different staffer could not find my membership and told me maybe it was cancelled. I then paid a non-member rate for my party. A month later I see a debit in my checking account for a membership. Numerous emails with customer service requesting cancellation and a refund resulted in customer service blaming me for not checking all the emails that were used for the membership and I was denied a refund. I request a full refund ($39.99) and also the monies I paid as a non-member on the subsequent visit because of their mistake.

  Business response

  05/03/2023

  Hi, ********

  We do see that you presented at least 3 identities to us across several occasions, and that purchases were made under each of these, including 1 Range USA membership. Our sales associates cannot be expected to find your profile or provide any discounts due to you if you present yourself as a different person each time you visit the store. The membership in question did not have your name attached to it. Out of an abundance of caution, we have canceled that membership and any recurring charges associated with it. We will not be issuing any refunds in this instance. We apologize for any inconvenience.

  Business response

  05/04/2023

  Hi, ********

  Our stance has not changed on this issue. We are sorry if you are dissatisfied.

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The company continues to say I provided multiple email addresses & names during the membership process - I did not. The staffer took it upon himself to create this bizarrely complicated membership that cost me money thereafter. Their lack of standardized business practice should not result in monies being incorrectly taken from me. 
  Regards,
  
  ******* ******
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order a suppressor ******* ******** *** $687) through silencer shop to Range USA, Louisville. (Order number:#*******) I have asked the Range USA manager before order, and he failed to mention they have changed their policy this year which they no longer provide service to none-US citizen. Now, the suppressor is delivered to Range USA, and they are not willing to certified the suppressor due to Range USA company's policy. ( I am legal to buy & own suppressor at my state) I have talked to their store manager & team lead multiple times, and they are not able to transfer it to another dealer or shipped back to silencer shop. They state that this can only be done at Range USA "corporate", and the only way to communicate it is through their internal email system. The team lead has sent out the info, and state it normally took 24-48 hours for them to respond. However, the "Corporate" has not respond in a week. I file this complaint to hope it can reach to their "Corporate office", so they can either: a. Certify this suppressor like other normal FFL do b. Transfer this suppressor to another FFL dealer c. Ship this suppressor back to Silencer Shop Thanks

  Business response

  04/18/2023

  Hi, *******.

  We did reply to the ticket you submitted on our website, and we are still investigating possible solutions to this issue. We will respond again soon via email when we have determined a possible resolution.

  Customer response

  04/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  For the record here is the respond their were talking about:"Your help request:
  
  This Customer is not a US Citizen. We cannot transfer his Silencer due to him not being a US citizen. He wants it transferred to ******** *** ** where they can transfer it so he can have his silencer."

  It's just state the problem, meanwhile, after a week, I still do not see a actual plan or personal I can reach to solve this issue. No one from Range USA has contacted me yet (14 days after they submit the ticket in their system).

  Regards,
  
  ******* ***
  

  Business response

  04/24/2023

  *******,

  We made arrangements last week to transfer this silencer to you. Store management will be reaching out to you to proceed with the transfer.

  Customer response

  04/24/2023

  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. 
  
  Regards,
  
  ******* ***
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the store located in ***** *****. I agreed to join their “membership” so my son and I could shoot for a few hours. A few weeks later I decided I didn’t need to pay $43/month for something I wouldn’t rarely use. I called the store to cancel my membership. I was told I had to go online to cancel it. I got on my computer and went to their website but they conveniently make it difficult to find where you should go to cancel. I called the store back and a young lady helped me find it on their website. I then submitted, IN ALL CAPITAL LETTERS, and in no unclear language, that I wanted them to cancel my membership EFFECTIVE IMMEDIATELY. My wife told me they charged us the following month. I then submitted ANOTHER message directing them to CANCEL MY MEMBERSHIP. To this date they have YET to cancel my membership and they are STILL CHARGING ME WITHOUT MY PERMISSION OR APPROVAL.

  Business response

  03/05/2023

  Hi, *******.

  We see that you requested to cancel your membership on 12/01 at 8:29pm and we sent you the following response 1 minute later at 8:30pm to ask if you were sure. You may want to check your spam or junk folder for the email.

  "Hello,
  Thank you for reaching out to us!
  Before you decide to cancel, we want you to look over your current Membership Benefits to see if you are currently registered for a membership that suits your needs.
  If you would still like to cancel, please reply back with a confirmation and if you could a reasoning as to why you are canceling."

  We never received a response from you after that.

  We have canceled your membership now, in response to this message.

  We're so sad to see you go but we can confirm that your membership has been canceled. Thank you for your tenure as a Range USA member. Please let us know if you have any questions or if you need further assistance!

  Customer response

  03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I submitted my request to have my “membership” or “subscription” cancelled, as I was informed is SOP. I want the excess charges to my bank account credited back to me from that request date forward. Anything less than this is fraudulent behavior and not a good business practice. 
  
  Regards,
  
  ******* *****
  

  Business response

  03/07/2023

  *******,

  We can see that you used your membership in the store to get free range time on 1/15/23. Please note that this was after the 12/01/22 on which we asked you if you wanted to cancel your membership and you did not respond. This indicates that you knew the membership was still active and you chose to continue. We have canceled your membership and you will not be charged anymore, but we will not refund fees for services that were rendered. We are sorry for any inconvenience.

  Customer response

  03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  You are correct in your determination that I did in fact “use range time” once in January. I stopped by the retail location to speak with Store Management to verify my “subscription” has actually been cancelled (as I’d requested the month prior), yet my wife had informed me we were STILL somehow being charged (even after following your stupid online request procedure).  Store Management informed me that, for some reason, our “subscription” was in fact STILL active and we were STILL being charged. This was the SECOND time I requested, IN PERSON, that my “subscription” be cancelled. As we were STILL being forced to pay for a service I no longer wanted I decided I’d at least get some use out of it so, yes, I “used some range time” that afternoon.  Now, if you were still being charged for a car you’d rented and ATTEMPTED, TWICE, to turn in so you wouldn’t be charged anymore, but your spouse told you that you WERE STILL BEING CHARGED FOR, for some unknown reason, wouldn’t you take it for a spin again??…since you’re ALREADY PAYING FOR IT??

  
  

  I tell you what…you do what you want, but if you’re seriously not going to refund me those few dollars for “service provided” from which YOU FAILED to release me from, EVEN AFTER I FOLLOWED YOUR STUPID ONLINE REQUEST PROCESS, and you have PROOF that I did…well…that’s fine. Besides being a combat veteran and a member of a family who’s served in all branches of our armed services, the sheer number of friends and associates I have who will know about how I was handled…well, let’s just say this isn’t a wise business decision. But I understand your corporate mindset. I work with it every day. Good luck. 

  
  

  
  

  And Thank YOU,

  
  

  
  Regards,
  
  ******* *****
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2022 I visit Range USA in ************* **. I never encounter anything like this before I walk in no one greeting me when I tell you they was standing against the wall I stood there for 20 minutes and I said excuse me I would like to buy this gun so randy ran my background and told me that I was delayed and I said to him really that never happen to me before. I contacted corporate office and I spoke with Holly and I told holly what was going on in Holly told me to go back to the store and they will correct it I went back November 30, 2022 Mike corrected my name they still delayed me for a month I never heard from them. On FEBRUARY 10, 2023 I called Holly again and told her that no one from her store reach out to me and Holly said really so she ask me can I go back to the store today and I said sure and Holly said to me if you have any problem call me as soon as I walk through the doors I ask where was the manager and Tanner and Davion told me he is gone to the bank I told Davion that a background doesn't take a month Davion stood there with his arms folded and said you just have to wait until the background come back then I told Tanner and Davion Holly told me if I had any problem to call her and Tanner said ok like what she going to do to me I don't think Tanner knew who Holly was I called Holly and I put Holly on speaker and Holly heard everything that Tanner and Davion was saying Holly was surprised they refuse to help me they told me to wait until the manager come back from the bank Holly said to them there should be a shipping manager there that's when RICHI. T came over once he heard Holly say that and I told Holly she need a whole group of new peoples in here that deal with all nationality and Holly said I agree when you leave that store call and give me everyone name I said ok I still have not heard from RICHI. T when he told me I will call you its been 15 days no call from no one. they customer service sucks in store.

  Business response

  02/27/2023

  Hi, ******.

  
  It seems that your firearm purchase was delayed multiple times by the FBI. When you made your purchase in November, we initiated an FBI NICS background check (as is required by federal law) but the FBI did not respond. After 30 days, we requested for them to run the background check again. Once again, they did not respond. We asked them to run the background check for you again on February 10, and they have not responded as of this time.

  At this time, we would like to refund your purchase. You can visit the ************ store for a full refund.

  If you have any questions about why your firearm purchase was not approved by the FBI, you should direct them to the FBI. You can contact the FBI at this link: *************************************************************************************************************************************************

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******** 

  In November I reached out to the FBI and they told me it was Range USA and to go to another gun store so they can run my background and I did so I don’t know what games Range USA playing to make it look like I’m on delay and I never received a call from anyone yet 

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a gift card when I went to use it more than half the money was gone… I asked range usa to look up the history of the gift cards use. I was told only corporate could do that. Yet they don’t have a email or phone number to corporate. I like to know who used my gift card

  Business response

  01/23/2023

  Hello, 

  Thank you for reaching out! I see that you submitted a ticket. Please check your spam/junk folder for any of our responses. Please reply back so that we can assist you further with this issue you are having. It's possible there was an interruption with the generation process however, we need more information from you. Please reply. Thank you and we look forward to hearing from you soon! 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a membership and then was unable to find the ammo for my own gun that they require anywhere. I couldn't even purchase it from them, and I could not rent a gun from them because of their rule on have another person with you the first time. I emailed for a refund because they don't put their phone number out there the same day I purchased it for a refund, and they will not give me one. I want a refund of 53.99.

  Business response

  01/23/2023

  Hello, 

  Thank you for reaching out to us! 

  I see that you submitted two tickets, ticket * ****** but we never heard back from you to discuss this further. Please locate our responses, as we sent another email to you. They may be in your spam/junk folder. We look forward to hearing from you soon!

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sorry but ***** ***** ** location is the worst place to have your FFL gun transferred. The item was transferred/delivered with signature on 12/19 and it is now 12/23. No signs of email or call yet to have my items picked up… for sure, no future FFL transfer from this company ever again. I’ve regret having my items sent and transferred to this place. I should have sent it somewhere else if I’ve only known.

  Business response

  12/23/2022

  Hello, 

  Thank you for reaching out! 

  Have you completed our required FFL Form on our website? There is required documentation from your dealer in order to legally transfer. We hope you can understand that we cannot transfer to you without it. This is also the holiday season and Villa Park is one of our busiest stores, we appreciate your patience while they work through the shipments between walk-in customers. Please also know that all orders are unpacked in the order it was received and some of those packages are pallets so it can take some time to process them. Please submit a ticket with your information at rangeusa.com so that we can assist you better with your order. We need more information. We look forward to hearing from you soon at rangeusa.com so that we can assist you! Merry Christmas! 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I canceled my membership on 02/23/2022 Range USA continued to bill me monthly until May 2022. I removed my credit card information from their website to stop any additional payments. I emailed them on their website request form explaining I canceled my membership in 02/2022 which they agree in an email. I sent another email to their billing department asking for a $162.32 refund to my credit card (February - May 2022 at $40.58 per month). I received an answer back in way of "POLICIES & TERMS OF PURCHASE MEMBERSHIP CANCELATION POLICIES". Considering my membership was canceled on February 23, 2022. I think reimbursement of funds erroneously charged is fair. Attached is the string of messages between Range USA and myself.

  Business response

  02/03/2023

  Customer submitted ticket # 38002 on 09/25/2022 at 12:10am stating “Is there an update on my order?
  Has it shipped?” to then we replied on 09/25/2020 that his order was backordered as we weren’t able
  to pull it from the distributor before another company could. On 09/25/2020 at 9:07am we gave him the
  opportunity to wait until it can be filled or we can cancel the order and issue a full refund.
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a membership at their facility and received an email that my membership was active. On that day I went into their business in ****** **** and was told that I did not have a membership. I purchased the range time, which would have been free with my membership. When I got home I found that they took money from my account for the membership. I canceled the membership, but was told they would not refund my purchase or my visit.

  Business response

  02/03/2023

  *** ******* made a Membership purchase on 06/11/2022 at 11:44am (Order # ******). He submitted the following ticket the day after his purchase.
  
  We sent him the terms and conditions he agreed to prior to submitting his membership purchase. This is viewable as well on our FAQ page. Membership purchases are non-refundable. *****************************************
  
  We assisted with ensuring his membership was canceled for the following month and we stated he was able to use our facilities through 07/10/2022.
  
  He then stated he couldn’t use the membership because it wasn’t existing in the store. In the purchase confirmation email they receive it does state to bring your membership purchase receipt in on your first visit so that we can finalize the setup after verifying their identification.
  
  We also gave him additional written confirmation to provide to the attendant on his next visit if he was unable to locate his purchase receipts. It’s often sent to spam and junk folders until they add our email to their contact list however membership receipts can also be found when the customer logs into their membership account.
  
  Unfortunately, his complaint cannot be resolved as memberships are non-refundable. We were in constant communication and all his questions were answered. He was able to utilize his membership along with their benefits until 07/10/2022.
  

  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a gift card at Range USA in Villa Park Illinois, formally known as Shoot Point Blank in the amount of $850 to buy an item online since it was not in stock in store. An employee told me that it will work online. I get home and try to finalize the order online and it doesn't go through. I submitted a ticket on the Range USA website and was told I need to wait 24 hours for it to work. I've waited beyond 24 hours to try again and it still does not work and I can not get a refund of $850.00 since it's on a gift card. Employees lied to me, had zero help in figuring out the situation, and zero response from any further tickets submitted online. Range USA has my money and I have a useless gift card. Would not recommend purchasing anything from Range USA

  Business response

  06/09/2022

  Called the customer 6/9/22 at 9:56am and left a message to help him walk through the checkout process. 

  Customer response

  06/09/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  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. ↩