ComplaintsforMotis, LLC

• Initial Complaint

  06/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number2934598 I ordered these ramps last week and they arrived on 15 Jun 2023. I examined the motorcycle ramps and noticed that the ramps had slanted bars that were uneven and slanted. They shouldve never passed quality control and inspection. This is unsafe and under wet conditions can cause harm and injury to include damage to the motorcycle. This also hinders the dexterity, strength and longevity of these ramps which were pricey and as a servicemember in the ************* Army I work hard for my money. I left descriptive review with pictures as well as emailed that same day. I also called and was told the customer service department wasnt there. The next morning I got an email asking for pictures when I had the sales associate ******** over the phone put these notes in so that the next person would know. I sent the pictures anyway through email and didnt hear back until the afternoon asking if the ramp was the left or right. The left and right ramps are both the same length and width! The middle is the larger width and I said it didnt matter which end it was but I replied back right anyways to include explaining the above stated. Still nothing so I called the service department and this lady which I couldnt get her name clearly (crhristy?) said that theyre about to close in 3 mins. I explained my frustration and that I wanted higher up to investigate this matter, she kept insisting everyone is off and shes about to close in 3 mins so Ill have to wait until Monday or Tuesday. I told her write in her notes that I want this escalated and resolved and she kept saying she cant do anything about it and she said have a good day and hung up as I told her to write all this down and send it higher! I am highly disappointed and appalled that a service rep would hang up becuase shes closing and wont listen to a customer. ************************** CEO please contact me ************. As a former Drill Sergeant and an ******************* member I am shocked!

  

  Business response

  06/19/2023

  I am sorry for any trouble with the ramps you received.  The order was placed on 06/12 and received on 06/14.  Customer contacted us to report the problem on 06/15 at 9:18PMCST and a message was forwarded to our team to assist during business hours.  At that time he was instructed to email us some photos so we could assist.  We never received an email with photos from the customer.  The customer then proceeded to enter an online review shortly after the phone call where he attached photos.  The next day 06/16, we reached out to the customer for additional information.  Online reviews are not handled by our customer service department, so we were not able to view those photos, we requested that he send them to us.  He was very unhappy with our request.  Before we had photos, we contacted our warehouse team to find a suitable replacement.  This item indeed is specific to left or right, because it has the connection bar that runs through the center of the three ramps to make a complete set.  If the incorrect side is sent, then they would not align properly.  Once we got the photos and additional necessary information from the customer, a replacement was entered over the weekend 06/18, and shipped on 06/19 via FedEx ************.  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a ramp (order#webn003278836) for a total of $823.89 (699+$175 shipping+53.90taxes) on April 6th 2022 and the unit was delivered April 10th, 2022. The ramp weld hinge is broken and the Discount Ramps will not honor their warranty. The rod/pin weld on the hinge has broken and the advice the discount ramps suggested was "go to a local hardware store to buy a bolt because they can't send a new ramp piece for a defective pin". It is physically impossible to put a bolt through the hinge eye hole because its welded shut on one end. We have been trying to work out a resolution with discount ramps for over a couple of weeks. We currently have multiple emails and phone messages without any responses from the warranty department. We are only looking for the replacement ramp thats defective. We are Hard working Americans that are just trying to use our $823 investment

  

  Business response

  04/18/2023

  The order was placed on 04/06/2022 and received one year ago on 04/12/2022.  We are not able to send a complete new unit for a missing hinge pin.  The item does have a one year warranty, see below for info as listed on our assembly instructions.  The hinge pin falling out after a year of usage is not a defect, but happened due to normal wear and tear.  The easy solution is to purchase a replacement hinge pin at a local hardware store.  Products purchased from the Authorized Dealer will be free of defects in material and workmanship at the time of receipt, and will meet the specifications stated at the place of purchase transaction or online at the Dealers website, under normal use and service when correctly installed, operated and maintained.  We did issue a refund of $50 back to the customer.  I understand this was not satisfactory to the customer as we have been in close contact for the past few weeks.  I apologize for any trouble that the customer has experienced. 

  Customer response

  04/18/2023

  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, details of the offer I reviewed appear below.
  

  We contacted the vendor while the warranty claim was still valid and never received a valid resolution.  The "hinge pin falling out" is not a valid description, the pin is not a loose item but instead a welded piece to the ramp unit.  The hinge is designed to be welded into place with a welded enclosed end, so buying a "bolt" from a "local hardware store" is not a valid resolution as there is no way to secure the bolt.  As of 4/17, we finally got a hold of ******* after 10 calls, who was the warranty claim representative stated on the phone that "they don't want to send a new ramp or unit just because of a hinge pin."  The fact being that they don't want to send a ramp with shipping because of a hinge pin which is not our fault, instead they said we can locate a local welder, drill it out ourselves or visit a local hardware store.  A welded hinge pin is not normal wear and tear of an item as it is a manufacture defect that the weld did not hold.  Also, the $50 credit to our account was automatically given to ** instead of replacing the piece needed.  

  If the rod/pin was able to be replaced with a bolt from the local hardware store, then we would have done it.  All we want is a replacement ramp that I bolted into the bottom of the platform, we aren't looking for a whole new unit.  We were only able to speak to the representative twice and they won't return any phone calls or emails to discuss concern.  

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

  

  Business response

  04/19/2023

  I am very sorry for any inconvenience.  The ramp itself is attached to the basket.  We are not able to send a ramp without sending a complete unit.  This item has been in use for a year, and the missing hinge pin that fell out was due to wear and tear, usage, not manufacturing defect.  I understand how this can be frustrating for the consumer and we sincerely apologize for the situation.  Typically we are not able to refund on an order of that age but we were able to compensate the consumer for the cost which was equal to the time left on the warranty period.  The customer has indeed spoken with a representative at each of the times they have called and have been advised the same thing each time.  I understand that this does not satisfy the customer, as we have been in discussion regarding this situation prior to the complaint being filed. 

  Customer response

  04/20/2023

  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, details of the offer I reviewed appear below.
  
  Good morning, 

  the Information is again stated incorrectly as we explained on our latest (2nd) phone call (4/15).  When we contacted the vendor, our product was NOT used for a year and was still within the year warranty also the ramp is not attached to the basket and it is bolted on; so they are able to send the ramp.  It was also faulty stated that we talked to a representative every time we called in, as it took multiple phone calls, voicemails and emails to try and have someone talk to **.  I have attached three emails requesting someone to call ** and zero response from the vendor.  The hinge pin that is WELDED into place is not wear and tear, the weld that is designed to hold a rod into place on a steel unit, is welded into place to last.  
  

  Lastly the vendor admitted that they didnt want ship the replace the ramp because it he only issue was a pin - so since they cant replace just the pin they tell ** to go buy a bolt from a local store (which will not work because the the end of the eye hole is welded shut) 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently ordered a lift table and a jack/***** *********** set from them for my business. Both items showed to be in stock at the time of payment. 3 days later I get an email from them saying the lift table is backordered for a month, didn't appreciate the false advertising and it put me in a bind, but I figured OK if they can ship the available jack/dolly *********** that is in stock I could make do. Emailed customer service and they refused to ship the available item until the backordered item was back in stock unless I cancel the whole order and get back in line for the lift table, that is very poor customer service on their part.

  

  Business response

  04/10/2023

  I am sorry for any delay in response.  This order was placed on 03/19 and the item was showing in stock ready to ship.  We had sold a few of the same table on the same day and the stock was depleted.  We shipped part of the order *at no charge* on 03/28 via ***** 641131736237.  The remainder of the order shipped on 04/05 via R&L transfer and is out for delivery today via PRO 345565602.  Thank you for giving us the opportunity to correct the situation. 

  Customer response

  04/11/2023

  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, details of the offer I reviewed appear below.

  While they did send the needed part nearly a week after talking to them their original response was not to try to help their customer but to instead respond with an email telling me I would have to cancel my entire order. They did nothing to try and make it right until after complaint was filed. Kudos for trying after the fact next time maybe work with your customer before they have to file a complaint. 
  
  Regards,
  
  ***************************

  

  Business response

  04/12/2023

  I understand your frustration with the delay.  I am unsure what else I can do to ensure your satisfaction.  We did send you an additional product at no charge.  The order shipped and was delivered in good order 3 weeks from when the order was placed.  Please advise what we can do to satisfy this situation. 

  Customer response

  04/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  09/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Discount Ramps has put a virus onto my computer that creates an advertisement pop up multiple times throughout the day. Repeated calls to Discount Ramps have been unsuccessful - they are unwilling to tell me how to remove the ads. I had no idea that ordering a ramp would result in multiple daily targeted pop up ads from this seller.

  

  Business response

  09/07/2022

  Thank you for your purchase.  The notifications you are receiving were opted in by you.  There is not a virus and these things can easily be cleared.  Please follow these simple instructions:

  Paid/Social Ads
  These ads are based on cookies and will follow you throughout your internet/social media activity
  To remove these ads, it can be done by clearing your cache, or browser history, including cookies

  
  ******* Notification
  This is a notification that will pop up once you visit our website. The first will be a drop down that requests permission to send future notifications to you.
  You have two options Allow or Dont Allow. If you click dont allow, you will not receive any future notifications. Reversely, if you choose allow, we will send you notifications whether you are on our website or not.
  To be removed from this list, you must go into your browser settings and remove on your end.

  
  Here are some helpful guides that you can follow to accomplish this:

  
  https://support.google.com/chrome/answer/3220216?co=GENIE.Platform%3DDesktop&hl=en
  https://www.howtogeek.com/235224/how-to-turn-safari-website-notifications-on-or-off/
  https://www.pcworld.com/article/3099172/software/how-to-turn-off-web-notifications-in-chrome-edge-and-firefox.html

  I hope this helps, and I hope this can be useful to you in any future ads you may receive by others as well. 
  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had to order a wheelchair ramp for one of my clients so I found one on Amazon within their price range and was what they were looking for. I placed the order on April 22, 2022. I received an email on April 25, 2022 that the ramp had shipped and would deliver between April 28-May 3. When I checked tracking all it would tell me is that it shipped with Dayton and that the carrier picked up the package on the 25th and that was as far as it went. There was never any other tracking information provided. I checked the tracking again around May 5th and there still was no other information but it said it if hadn't delivered by May 7th I could request a refund. On May 10th I checked again and still no more information and it was saying the package may be lost. I put in that I wanted a refund. Discount Ramps messaged me back and said they would refund me. I paid $392.72 on April ********************************** an email on May 10th about the refund saying I would only be receiving a refund of $63.21. I asked them why I was only receiving that amount and they said due to the shipping of sending it back. It it is lost how can they send it back??? Not to mention the fact that shipping was free when I placed the order. I would like a total refund of the $392.72 placed back on my card. Thank you!!

  

  Business response

  05/12/2022

  The order was placed on Amazon and shipped via Dayton Freight.  Freight orders require a delivery appointment.  The delivery contact was made and the person stated that they were unaware of any delivery and refused the shipment.  Amazon sent correspondence regarding the "potentially lost" package because the tracking info has not yet delivered.  The unit was returned at the request of the consumer.  The refund was issued in full.  See attached. 

  Customer response

  05/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I visited the website discountramps.com to look at handicap chair vehicle lifts. The first thing to pop up was a box asking for my email address in exchange for a 10% Discount as a new customer so I provided my email address. Afterwards I found the chairlift I needed: A Silver ******************************* Chair and Scooter Lift and Carrier, Item ID: ******. The price was $1299.99 and at that price I could not afford it. The next day I received an email from discountramps.com offering me 15% off with a PROMO CODE of BAG15 with a picture of the specific item I needed so with that I went ahead and ordered lift/carrier. While entering the order I was asked for any promo code and entered BAG15 which showed was applied to my order. This promo code came from discountramps.com and applied on discountramps.com checkout. I did not receive any discount. My order # is WEBN003177620 for a total of $1390.99 which is the $1299.99 sales price plus $90.00 sales tax. I immediately contacted customer service at ************ on Saturday 11/27/21 at 9:27PM just after ordering. Today I received an email stating the manufacturer of that product does not participate in their promo codes.

  

  Business response

  11/30/2021

  Thank you for sending the screenshot of the discount offer.  It does clearly state that the discount is available on select products, in the image that you sent.  The item you ordered was unfortunately not compatible with your vehicle, and your order was promptly cancelled and refunded.  I am unsure of what resolution you are looking for since we resolved this together the next business day after you contacted us over the weekend. What can I do to assist in this situation? 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a disability wheelchair ramp from Discount Ramps on 05/21/2021 at the cost of $4910.93. The ramp was delivered in early July, 2021, after having the ramp for approximately a week and unable to find someone to assemble the ramp I informed the company I wanted to return the ramp. Working with ******* Braurn I received an invoice form for the return of the item. I informed her that the equipment packaging was never unwrapped, nor disturbed in anyway and that I had it in a large tarp to ensure that the weather would not be a factor. On July 12, 2021 the entire pallet (which was broken at the time of delivery through no fault of mine) was picked up by **************** company and shipped to ***********************, ********************************************************. From my understanding the product was delivered to the *****/Discount Ramps. I have contacted Discount Ramps on a number of occasions and someone would get back to me, to date have received no response, nor have I received my refund on my $4910.93 that was collected from my account.Thank you in advance for your help with this complaint.********************************

  

  Business response

  11/12/2021

  Customer purchased on 05/21/21, order shipped 06/07/21.  Customer called 30 days later, 07/07/21 and requested a return.  Customer is responsible for the freight charges associated with the return plus a 15% return processing fee.  The amount of the refund issued is $2844.01 plus tax.  We have not heard from customer at all until this notice from ********************.  We have been in process of issuing refund, first attempted was back in July when the item arrived, however this is the first time hearing that customer has not indeed received the funds back.  I will be requesting a paper check refund since the credit card refund was rejected.  The customer will expect to see the paper check in the next 2 weeks.  Thank you for alerting us of this issue. 

  Customer response

  11/15/2021

  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, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

  I had made contact with the company on several occasions, the product was delivered in July, not in June.  However, before I agree to anything I need to see how the refund determination was calculated.  I do not understand the calculations were applied for me to lose approximately $2000.00 for returning an item.  I also spoke with **** several times.

  When can I  expect to receive an answers to the question?.

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

  

  Business response

  11/15/2021

  Your item cost was $3992.95 plus you paid $550.00 in shipping cost to get the item to your location.  Total purchase price after tax ($367.98) and shipping ($550.00) was $4910.93.

  You requested a return for reasons that we had no control over.  You are responsible for the return freight charges, which were quoted at $550.00 plus a 15% return processing fee of $598.94. The total deduction for the return is $1148.94 (plus tax).  Your refund that was issued via paper check on 11/12/21 was in the amount of $3074.37which was for $2844.01 plus tax of $230.36.

  You can expect to receive that via US ******************* this week.

  Here is our return policy:

  https://www.discountramps.com/return/a/A3/

  Please note that the original shipping cost for all returning items is non-refundable. There is a 15% return processing fee for all returns. The processing fee for returned items that ship by freight will include a freight shipping cost deduction.

*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. ↩