ComplaintsforUltimate Toys

• Initial Complaint

  11/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Failed to reimburse a $1,000 security deposit on a transaction that was not successful. I wanted to purchase a customize limousine sprinter from a employee, Delaney G****. I have submitted my information into Waze through my business and personal information I gave to attempt in order to get my transaction approved they were not able to do so upon submitting my information, I was assured by tax that if they were not able to get me done, I would receive a full reimbursement of my deposit with no problems. I went through the process with the two banks that they used and they were not able to get the deal approved. I requested a deposit from Delaney who told me about a third bank that other customers have used in order to get approved he suggested that I try this bank, the reason why they were not able to submit the information that I’ve submitted to them to the bank is because they did not sign on to this bank. At first I was apprehensive it’s off the reviews I’ve read on the bank that they suggested it felt like the bank was more of a chop shop. However, the bank also did not approve me. Ultimate toys is now holding my deposit, and will not reimburse it on a transaction that was not successful. I am requesting a full reimbursement of my thousand dollar deposit, and for this complaint to be posted on their business profile for shady business practice also the disclaimer clause letter is ethically, unlawful by trying to keep clients money for a transaction that is not rendered, especially when they offer financial services and inside the disclaimer, it claims if we cannot get you approved meaning Ultimate Toy ‘s cannot get you approved they will reimburse your deposit.. I understood why I was not able to get approved and still had it in my heart to revisit Ultimate Toy ‘s to purchase my sprinter after getting my things in order. However, this experience with the failure to reimburse my deposit have completely turned me off from ever doing business with them again.

  Business response

  11/20/2023

  A full refund was issued back to the original form of payment to Mr. ****** **** in the full amount of $1,000.  Mr. **** was informed last week this can take up to seven business days to show on his credit card.  Ultimate Toys uses best businesses practices and apologize for the experience Mr. **** had.  If in the future Mr. **** is able to get his financing approved we would be delighted to work with him towards the purchase of  a luxury Mercedes Benz Sprinter or any of our Ultimate Toys. 

  Customer response

  11/20/2023

  Better Business Bureau:

  
  I would like to go on the record by saying ,After multiple attempts of reaching out to my sales person, Mr. Delaney G***** who eventually informed me that the owner Mr. ***** has okayed the return of my deposit. I appreciate and is thankful for my refund. However, the business practice of ultimate toys is a very big turn off and buyers should be aware. The disclosure notice of non-refundable deposit that is sent out should be terminated and deemed not ethical in conducting business .I have reviewed the response made by the business in reference to complaint I* ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ultimate Toys [hereafter UT] agreed to sell us a "luxury" RV, built on a chassis manufactured in 2023. We were told in writing, by Sales manager (Bill E***) that a Bla** chassis would be delivered to the Manufacturer (******* ********** ****** *** in ******** *******) by March 2023. On February 27, 2023, we received an email from UT that new chassis had not been delivered to the manufacturer (*******). ******* Sales Rep (****) confirmed that they had, in fact, received multiple chassis that could have matched with our order. UT had lied to us. However, UT chose not to pair us with a new chassis. We questioned the timeline via email on March 15th, and were told again, that the manufacturer was waiting on new chassis to be delivered. Then, on March 21, 2023, we were informed that we were paired with a chassis for the new build. The VIN provided was not match an RV model, which we ordered, and I confirmed these facts with ******* Sales (****) via phone. He informed me via text that he spoke with UT, and that someone would reach out to explain the details. UT told me and ** Finance (preferred lender of UT) that we were receiving a newly built "2024" RV model, and they corrected the VIN. All documentation from UT to ** Finance repeated the VIN and listed as a 2024 model. So, we (my wife & I applied for joint credit) agreed to the Contract (attached) and purchased via installment loan through ** Finance. The loan officer (****** confirmed the 2024 vehicle year, via email & phone calls). The vehicle was delivered to our home on 4/5/2023. We immediately noticed material discrepancies, including animal nest in the engine compartment. A technician was sent from *******, and confirmed the vehicle was built by ******* in August 2022, on a recalled chassis from 2022. To date, ******* & UT are ignoring our calls & emails, and this RV violates the ******* Lemon Law. We expect timely compliance, and complete replacement. I'm 100% disabled Veteran. Please help!

  Business response

  05/11/2023

  Settlement and release documents attached.

  Josh G****, CEO

  ###-###-####

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

  Customer response

  05/17/2023

  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.

  On 5.5.2023, Josh G**** (CEO) offered the option for remunerations, which *** ***** describes (attached refers):

  "By phone earlier this week, we discussed 2 possible solutions of which I've outlined below -
  Option #1: Keep your current van and identify a storage solution to afford you the flexibility in use as intended. I have enlisted **** ********** from MAD's assistance as the manufacture to advise on options. While I know **** has been in touch, I was recently made aware of a combination hitch solution that might be of interest also and requires no aftermarket modification (HERE). Since any solution may require an out of pocket expense (unless MAD is willing to install something complimentary), I am willing in good faith to provide you with a che** in the amount of $2,500 to assist with this. To be clear, this is a mere courtesy to the situation and hope that it alleviates the remaining concern.

  ...Once you have decided on a direction, I'll do everything in my power to assist as promised. If you have any questions, I would be more than happy to reconnect by phone. Here is a link to my schedule to book something convenient for you: SCHEDULE
  
  PS - **** ********** from MAD is copied on this email in case you want to validate any of the information I've provided.
  
  Best,
  Josh"
  

  We are still making several trips and hours on the phone with the ******* BMV and the **** ****** clerk regarding the model year on the title of the vehicle.  Attached the application for the Title, which indicates a model year 2024, and which was reflected on the contract information sent to us from ** Finance at the time of our agreement to purchase.  ******* BMV could only refer to the VIN verification of model year, which states 2022 due to some clerical errors related to the Manufacturer's Certificate of Origin that should have updated the date when the conversion was completed.  This valuable information of record was not provided to us until May 15th, after repeated requests for the history of this vehicle.  (Recall, vehicle was purchased on 4/30 and delivered on 5/4, with Bill of Lading attached recording model year 2022.)

  This has been a fiasco, and we are hoping for a very prompt resolution.  The final document (MCO) had been withheld from us, and prevents us from titling the vehicle in ******* with the correct model year.  After receiving the MCO (attached), we provided response to Josh G****'s offer, via email.

  On May 16th, I provided an email to Josh G**** to accept his gracious offer with modification to Option 1, above/attached.  Per his email, above, he'll do everything in his power to assist as promised.

  Please assist to ensure Josh G**** (Ultimate Toys) fulfills this promise immediately.  I think we're all ready to move on from this ordeal with any lessons learned, as soon as possible.

  
  Thank you.

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

  Business response

  06/16/2023

  This matter has been fully resolved as legally confirmed by the client (see attached). Related to the complaint, the client's van has been fully repaired by the manufacturer. Although not our company's fault, our team worked tirelessly with the client to get this corrected and is now complete (see attached). Please close this complaint.

  Customer response

  06/16/2023

  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,
  
  ******* *******
  

*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. ↩