Complaints

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.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  December 9th 2024 order placed Amount spent: $1,029.95 Hi I was wondering if you can make Airforce Airguns honor their warranty. Airforce Airguns has a lifetime warranty on all their Airguns and they sold me a defective one. I called and called and sent email after email trying to get the situation resolved but nobody was answering me. Worse yet I know people that have gotten a hold of Airforce Airguns on the first call and first email. I was being discriminated against for some reason. Because I sent so many emails and called so many times Airforce Airguns told me that since I had tried contacting them so many times that they will opt to give me a refund instead of honoring the warranty and giving me a new rifle. The rifle was defective from the start both in craftsmanship and function as the power wheel wouldnt turn and the rifle simply would not fire. They first agreed to send me a new rifle but then they informed me that since I sent so many emails they were just going to give me my money back instead of replacing the rifle. One would simply repurchase the rifle using the money given back but I purchased the rifle on sale. This would force me to purchase at full price and is not fair. I was hoping the better business bureau would help me get Airforce Airguns to honor their warranty contract and give me a new working rifle.Thanks -**** ****** ***** ****** Please contact me through email or text at ********** or *******************

  Business Response

  Date: 01/16/2025

  To Whom it may concern;

  
  Before I begin, please let me state that it is our mission here at AirForce Airguns to provide the best customer service as is possible and to ultimately have a happy and well-informed customer. 
  Our facility closes for the holidays, this year we were closed between the dates of 12-24-2024 and 01-02-2025. During that time,customers are of course able to email and/or call our toll-free number and perhaps leave a voicemail. When / if a customer sends an email during that time,they receive an automatic response to let them know that 1. We will be unavailable during the dates of 12-24-2024 and 01-02-2025 and 2. We will respond to them as quickly as possible upon our return. We also have an automatic response should a customer decide to contact us via telephone that states the dates we are unavailable as well as providing the same message to make the customer aware of any return. We do ask our customers to be patient with us while doing so as there are many customers that may require our attention upon a return from a shutdown such as this.
  Mr. ****** placed an order with us through our online ordering system. This invoice, *****, is attached to this complaint. 

  
  Mr. ****** unfortunately received an air rifle that has issues with firing. (These issues can be contributed to many different things)The proper customer service response on our end is normally to perform extensive troubleshooting and if that isnt successful, we would provide a warranty replacement. Mr. ******* case was given to one of our **************** Representatives who reached out to Mr. ****** as quickly as he was able to. His initial email does go through some troubleshooting steps and after a couple of emails with the customer he then decided that we should do the warranty replacement. This email is attached. During the time that our *** was attempting to assist the customer (January 3) he sent more than 50 emails Way more. We stopped counting. This is while a customer service agent is attempting to perform their job and assist the customer. The following is an excerpt from one of these emails where the customer admits he was a bit over the top.
  
  > ?I sent those emails today on January 3rd so people were in office but
  > can you blame me? Ive been getting no response AFTER employees were
  > back from holiday. Ive been making numerous phone calls to no avail.
  > Nobody has been trying to get in contact with me.Even crazier is that
  > people from the forums were telling me that they were able to speak to
  > somebody immediately after calling only one ******* why have I been
  > getting ignored? Why have I been getting singled out?  Put yourself in
  > my position. I know it was immature to send that many emails but put
  > yourself in my position. Please reverse this decision
  
  Are you really going to let a little temper tantrum get in the way of me joining the Airforce Texan family? Im sorry, if it means anything to you guys. I really am, I was just angry

  
  We do our best to satisfy every single customer and for the most part we succeed at that endeavor. The notion that we are discriminating against Mr. ****** is simply untrue and quite frankly insulting to our customer service staff.
  Mr. ****** mentions that our warranty is a contract many times in emails as well as in this complaint. Our warranty, while it is the best in our business, is not a contract. The customer asks you to help with this complaint by having AirForce Airguns honor our warranty. We have provided the customer with a return label to return his defective merchandise so that we may credit his original method of payment. This is honoring our warranty. As the customer has been informed, we will refund his original method of payment within 24 hours of having received the return merchandise.

  We will not be exchanging for this customer. 

  Additionally, I am being informed that the customer is still using every method possible to communicate that we are NOT honoring our warranty.  A credit is most certainly honoring the warranty, however we cannot do so until the customer returns the merchandise.
  
  I am happy to answer any additional questions or concerns as they may pertain to this case, please do not hesitate to contact me with any needs you may have.
  
  Sincerely,
  
  **** ****
  AirForce Airguns
  ************ *************************************************************
  
  
  

  
  

  Customer Answer

  Date: 01/16/2025

  Complaint: 22774132
  
  I am rejecting this response because: I would rather have a replacement rifle instead of a refund. A warranty is a contract. Yes, a warranty is a type of contract. It's a promise or assurance that one party makes to another in a contract. Warranties are often used in sales contracts to guarantee the quality or functionality of a product or service 
  
  
  Regards,
  
  **** ****** ******

  Business Response

  Date: 01/17/2025

  In all honesty, the customer needs to make up his mind. He is saying here a refund is unacceptable and bombarding not only us, but our retailers with emails. Some emails ask for refund, some ask for replacement, and at least 1 asks if the retailer can repair. Please see below a copy of our most recent email from the customer asking if we will still honor the credit if he sends us the rifle. 

   

  -----Original Message-----
  From: ******************* <*******************>
  Sent: Thursday, January 16, 2025 1:06 PM
  To: *******************
  Cc: *** ******* <***********************************************************************>
  Subject: Re: AirForce Airguns refund assistance
  
  Will you still honor the refund if I send my gun back to you

   

  The answer to this is a resounding YES. Never have we said we wouldn't. The customer has a label with which to return the rifle for credit and credit will be applied within 48 hours of receiving the rifle. 

  I stand firm in my answer to this complaint in the regard that crediting the customer in full is absolutely honoring the warranty. 

  I beseach Mr. ****** to use the label he has been  provided and return his rifle asap. I will stand behind what I have said here and make sure the credit is issued. 

  Please do not hesitate to contact me with any additional questions or needs. 

  Sincerely, 

  **** ****

  AirForce Airguns

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

  Customer Answer

  Date: 01/17/2025

  Complaint: 22774132
  
  I am rejecting this response because: your company should honor its warranty, it doesnt say anything about a refund, only repair and replacement. I have another question, why is your company, Airforce Airguns, taking this to such a personal level. You guys would rather have me never own one of your rifles ever again, instead of replacing or repairing the rifle as your warranty states. Is this how you do business? Take things to such an extreme level that you personally want to spit in my face and kick me while Im down? I spent good money on that rifle, over 1000+ that I worked my blood sweat and tears for just to get a defective rifle that wouldnt fire. I emailed you guys several times while you were on break, then many times AFTER your company was back on break, still no reply. Tens of calls to the company all along the while Im hearing from buddies on the forums that they were able to reach somebody at the first call! First email! Why was I the only one singled out and not helped. Thats what prompted me to send multiple emails in order catch the attention of your staff and guess what, still nobody answered. The only response I got one was when I finally found YOUR email from a previous inquiry that I had made. And your company blames me for sending multiple emails to get your attention that I wasnt being helped? Now you guys want to spit in my face and kick me while Im down by not offering a replacement but only a refund so I would have to pay full price for a new rifle since I got it on sale. *****, thanks. Thats for the ignoring my messages and calls and thanks for kicking me while Im down as to not honor your warranty after I spent 1000+ on a rifle that wouldnt work. Its so simple, replace or repair the rifle and everyone is happy but your company wants to take it to such a personal level all because I sent some emails to get your attention that I wasnt being helped and that your company sold me a rifle that didnt work. What is wrong with you people. Yes Ive called other retailers because I want the thing just to work! But there is nobody that can service them but you. What happens if I happen to purchase another rifle from your company will you still not honor thr warranty and would tell me to just get a refund instead? This problem has a clear solution just stop taking this so personal because 1) you shouldnt, and 2) it is ultimately your company that is at fault because you sold me defective merchandise! It says clearly on your warranty you will repair or replace any defective guns in terms of functionality or craftsmanship, please stand by your warranty, its the only moral ethical thing to do. Anything else is just spitting in my face and kicking me while Im down, as you intended. Very cold company it seems 
  
  Regards,
  
  **** ****** ******

• Initial Complaint

  Date:06/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company has been holding my $1,450 Air Force Texan 510, which has failed, in engineering three times, as a liability to the face, a liabitilty to FIRING large projectiles at ~800 ftlbs, when Safety is DISENGAUGED. This is a tremendous HEALTH RISK, 3600PSI into a human face or body, that could be deadly. Also, the gun, when it is on 'SAFE' when user pushes to disengauge 'Safety' , IT FIRES. this is a massive health risk and liability. After numerous attempts, there has beren NO RESPONSE from the company. I have been waiting for a NEW REPLACEMENT or a REFUND, their continued ELUDING my emails and calls, it is now reached a point where I need HELP. The company has chosen to do nothing, keep a FAILED gun, three times over, and persists to do nothing, no contact, no follow up, so, how exactly can i get recourse to receive either a NEW replacement air rifle, valued at same price, or a full refund. I need help on this matter, Thank you for any recourse here.

  Business Response

  Date: 06/29/2022

  To whom it may concern,
  
  While we are sorry that ************** feels we are and have held his Air Rifle 3 times, this statement is simply not true. From the beginning of our correspondence with ************** until now, we have had this rifle back only 2 times. There were 3 attempted Return Authorizations, however at the request of **************, one of these was cancelled.
  
  The first of 2 times we received his rifle here for repair on October 18, ******************************************** repaired condition on November 3, 2021. This return was processed in 2 weeks, much less than the 6-8 that we likely had informed the customer his repair could have taken and hardly holding his rifle. The 2nd of 2 times, we received his rifle here on May 3, 2022, and now have his rifle repaired and ready to be shipped back to him, again coming in lower or around our estimated times to complete a repair. Once again, I fail to see how this would be considered holding his rifle. Please also note, the customer did not contact us to obtain this Return Authorization as is our policy the second time around, he simply sent it in.
  
  The first time when ************** provided his reason for return, he stated that the rifle would fire with the safety engaged, even after being told numerous that wet lube, undersized ammo and not having the tuner set to the proper setting could be the culprit. In his own words on the first return, he states that he is using undersized ammo. We gave the customer the benefit of the doubt the with the first repair and did not charge him. Normally the repair that we performed would have had a charge associated with it.
  
  The second time the rifle was returned his notes were much different.  In the notes, he first says he hates this platform before only mentioning that it may be firing with the safety engaged as an afterthought. In this letter, he asks for a refund or an exchange, neither of which we can nor will do at this time due to the shape in which the rifle was received back. If indeed his request was due to catastrophic failure of the safety mechanism, wouldnt he first have mentioned this issue instead of stating he hated the platform? It seems to us that he is simply trying to get his money or trade a rifle that has been defiled by his own hands.
  
  Upon close inspection of the returned rifle there were many cosmetic, as well as functional damage that was caused by the customer. We tried many times to repeat the rifle firing while the safety was engaged. We were unable to get the rifle to fire with the safety on even 1 time after trying over 30 times to repeat the issue.
  
  Please note, we take it very seriously when a rifle is reported to be shooting without disengaging the safety and always do our best to first understand the problem and secondly fix the problem as quickly as possible. This was the case when the rifle left here after its 1st repair, however when the customer returned the rifle the 2nd time around, this was not the case. Typically, if a rifle is firing while the safety is engaged, it will happen in at least 4-5 shots. Our Technical team tried to imitate this issue more than 30 times. The rifle did not fire while the safety was engaged even once. Other things that were discovered during the 2nd return were an excessive amount of wet lube inside the rifle. We recommend not using wet lube as our trigger parts are dry lubed to maintain proper function with one another. Mr. ****** rifle had the same exact problem during the examination for the 1st return. He was told at that time and many times prior and subsequent that wet lube as well as undersized ammo was the root cause of his failure. In our email and telephone correspondence, we discussed what ************** was doing wrong and how to fix the issue. The paperwork (handwritten by **************) states that the ammo being used is **** cal. Ammo and smaller. We have explained in detail that the ammo he is using is undersized and that is not only dangerous to himself and others around him, but it can damage the Rifle.
  
  Any damage that is customer induced is not covered by the warranty. We have also discussed over the phone and via email that our parts are coated in a dry lubricant, the use of wet lubricants will cause damage to the internal parts, repairs associated with this kind of customer neglect will not be covered by warranty.
  
  The rifle also had 2 rounds of ammo stuck inside, this is generally due to low power which can result from many things, including perhaps not having the Tuner Wheel of the rifle set for the ammo that is being used, or perhaps a low amount of air required to power the rifle and can even be caused by undersized or mis sized ammo.
  
  For this repair, not only would we not refund him or replace him we will be contacting this customer to pay for the repairs that were performed on his rifle as they were not manufacture related and indeed customer induced.
  
  While ************** states that we have eluded his calls and emails, he fails to mention in his complaint that I as well as many of our customer service staff, and our Head Technician here have helped the customer troubleshoot the issues his rifle was having multiple times, each time referring to the setting of the power wheel, the amount of air being used and the sizing of ammo. Each time ************** was either unbelieving or unwilling to perform our ultimate troubleshooting advice. He was notified with each conversation that we could and would be willing to issue an RMA to have the rifle returned to us so that we could check it over and eliminate any issues.
  
  The fact of the matter at hand is the customer is unhappy with us as he wishes to obtain credit or exchange for a rifle, and we cannot and will not do this due to the rifles condition. Refunds and or exchanges are not typically done after *************************************** order to do this within the 90 days, the rifle would have to be returned to us in New Resalable condition. Mr. ****** rifle is neither new nor resalable. Also, as ************** did not purchase directly from us a credit would absolutely be out of the question, we cannot refund money to someone that we didnt take the money from to begin with.
  
  In closing, I would like to forward my gratitude to your organization for the expeditious resolution to this matter. We work very hard to maintain a great reputation of customer relations as well as quality manufacturing and or repairs when necessary. We feel that Mr. ****** biased opinion is superfluous in nature and is an insult to all personnel that have worked with ************** as well as worked on his rifle and have done so to this point with all the decorum possible.
  
  Please remove this **** from our Record and do not hesitate to contact me directly with any questions you may have regarding this response to a false claim
  
  Kind Regards,
  
  *****************
  AirForce Airguns
  ***********************************
  

  Customer Answer

  Date: 06/29/2022

  
  
  
  Complaint: 17466973
  I am rejecting this response because: Return Instructions *** REP2721LB which WAS ISSUED , however NO return label, Feb 2022. This was the THIRD problematic return, SAME issues and failures. Below is extensive information, an ***, which Airforce claims to have NOT issued for last return, organizational issues? These show THREE RETURNS same issues(1st return to ************, two other returns to Airforce at customer expense), and also, forcing a customer, AGAIN, to pay for expenses for a failing rifle. 
  I was advised to use Mr ************ a manufacturer of specific big bore ammo for AirForce after using Hunter Supply Ammo, which **** at Airforce explained can be inconsistent. So, I followed ALL her instructions, paid even more for MrHollowpoint for a correct diameter, and still, it FIRED upon release of Safety, again, this is three different shipments and returned guns to me, same one, same issues. I continued to follow their protocol, and even recorded and dictated all the conversation on the phone to remember best.
  Below shows THREE returns/failures, to the original Distributor, ************, then the final TWO returns, also, included. THis is a joke, and a dismal display of how customer service backing a product is NOT working and how the expenses of an outdated platform is a straight physical liability, to the shooter and to ANY LIVESTOCK in the greater half mile region. to be expected to PAY, AGAIN, to deal with a DANGEROUS TO A HUMAN's face, releasing ALL 3,600psi into my face, and also into my stomach, this is a failure in engineering. I should NEVER be expected to pay for failures on the part of engineering. 
  It turns out, I record every conversation, then I dictate into a voice program, so I have ALL the conversations, in depth. Below shows HOW they operate, make sure to BEND the FACTS.
  Please fill out this form thoroughly and place it inside the package with your item.
  Date: ***#REP2721LB *** SUPPLIED as well as EXPECTING CUSTOMER to pay $90.00 to ship back.
  *********************************** Mon, Feb 21, 2022 7:28 AM to me
  Good Morning ****,Please print this out, fill this out and include inside the package with the item(s) you will be returning for repair as well as writing the *** on the outside of the package.Please feel free to contact us with any questions or concerns that you may have.Have a great day!
  *****************
  Auto-Numatic Corp. |Retail Products Division
  AirForce Airguns| BKL Technology|AirForce International|
  ------------------------
  2nd RETURN to AirForce: *** / reference REP2516RG 
  11/03/21 73628B
  AirForce Airguns
  PO ******************************************** / ************ Page Date Invoice No.
  1 11/03/21 73628B
  ********************************************************************************** 98290
  Customer No. Sales I.D. ***************** Code Terms
  67669 LC /RG REP2516RG RWC/R PRE-PAID BY CHECK
  Ordered By Warehouse Phone Number Total Wt. Zone # Packages Ship ***********) 349-0125 0.0 Lbs 0 FEG
  Message:
  FedEx Tracking Information: 519163550328
  FIRST RETURN TO ************, the original Airforce seller: 
  ******* R (************)
  Apr 20, 2021, 16:45 EDT
  Dear ****,
  Thank you for contacting us regarding your order #********. We are sorry to hear you had a less than perfect experience with your item(s). Because you are within 60-days of receiving your order, we will accept your return.
  Your *** number is #*****--> PLEASE WRITE THIS NUMBER ON THE OUTSIDE OF YOUR RETURN PACKAGE TO AVOID DELAYS IN THE RETURN PROCESS.
  Your shipping label* is attached to this email
  Regards,
  *******************