MX Mini Bikes Moto USA Coolster Fraud..gives good product bad reputation Acton, Texas
I found this company by search engine, when searching for a Coolster ATV for my 6 yr old son for Christmas. Their price was right and had no shipping, no tax, I called and talked to an representative to make sure this was the exact ATV we were looking at because their price was $150 cheaper. Jason from them answered all my questions and I felt good about buying this product over the internet, which I really don't like to do with a large purchased. All seemed well, but then went down hill fast. I got the bike, with written instructions to MX Mini Bikes and the Courier that I needed a phone call about 20 mins prior to delivery to meet at the house, since this was a present from Santa. Well never got the call, instead the big truck showed up and my 72 yr old mother signed for quickly so my 6 yr old wouldn't see. Well once my husband examined the product to find the body was damaged and a hub bolts were stripped. I contacted MX Mini Bikes immediately, talked to Jason again. I believe this is the only guy that works there. Well he told me I needed to file a complaint with UPS, I said ok, I get that for the body kit, but the hub. He said oh the bolts can be damaged in shipping. I told him I am a female, but I know shipping can not strip a bolt. Needless to say I was up against the wall here, Santa was coming in less than a week and I couldn't let a 6 yr old that only put a quad on his list to have a damaged ATV let alone one he couldn't ride. Santa doesn't delivered damaged goods. So I bought the stuff from them and felt I would deal with this later. UPS did great and covered the body kit, but Jason insisted I file a claim under UPS for the hub. They agreed with me also, that their shipping did not strip bolts. This retailer wanted me to lie so he could get out of a "warranty" issue. After this, I contact Coolster, I spoke to a gentlemen from California, Andrew he was quite upset that I was sold something that was about $40 more than what he charged and if I would of had time, I could of ordered from him (which he was willing to do, but normally only sells to dealers). He told me that this MX Mini Bikes isn't even a vendor of his, which tells him he is a 3rd party dealer and he needed to find out who was selling his product to him. Once my little guy woke up and saw the only present he wanted all of this I just wiped away as Never Again, lesson learned.
Well since my son has rode this quad 10 x max and the caliber keeps getting hung up, my husband is very mechanical bleed the brakes etc, but didn't want to take apart because I was told I got a 1 year warranty with MX Mini Bikes and with our past experience with them, didn't want blamed for voiding the warranty. So I called them again today 6 months later, only again to talk to Jason and before I called I looked on their website under FAQ and the one said what kind of warranty do I get? Looked at the exclusions to find brakes, nothing about the caliber, so I called. He informed me not cover (am I shocked) and said brakes aren't cover, I said Jason this is a caliber problem not brakes, he said same thing. Yes, I am a women, but I am married to a very mechanical person and I know they aren't the same thing. But I once again get, but I can help you out, I will see at cost..Yeah right..so now I am calling Coolster again.
Coolster makes a great little ATV for kids, but they really need to be careful who they have representing them because I will never buy another Coolster product.
This MX Mini Bikes, is the worse company I ever dealt with. They don't want to follow a warranty and told me they can change my warranty at any time and what kind of company wants you to blame a strip bolt on UPS..nice rip-off.. Stay clear of this company and their only employee Jason, he is rude and has a answer for everything. Even if it is the wrong answer. I am in the process of filing a claim with the BBB, even against Coolster which I hate to do, but have no choice. Now I have an ATV that I payed $150 less for, but has cost me soo much more in parts because of them not standing by their product they sold.
3 Updates & Rebuttals
Dick
grants pass,Oregon,
USA
Shipping damage? B.S.
#4General Comment
Thu, June 21, 2012
I can buy that a body may have been damaged in shipping. But after seeing the pictures of the hub and lug bolts, saying they were damaged in shipping is pure unadulterated bullsh*t! Unless you care claiming that UPS unpacked the unit, changed tires or wheels and stripped the bolts in the process of putting them back on, you are full of sh*t!!! That whole unit should have been returned to you, Xmas or not, for total replacement! Not only do you sell damaged goods, you are a bunch of liars from the looks of it!
Craig
Pittsburgh,Pennsylvania,
United States of America
Wow..Wrong Customer..so now you have 2 customers you have done too
#4Author of original report
Wed, June 20, 2012
Though I appreciate the response, heh as part of his story with me being the customer and the second part being another customer. I NEVER called you in February about the brakes not squeezing tightly, wrong customer, wrong unhappy customer. Below is an EMAIL confirmation from your company (oh wait..you have SEVERAL DIFFERENT NAMES!)
Thank you for your order with Orion Pit Bike Sales. THIS IS YOUR ONLINE ORDER CONFIRMATION ONLY. You will recieve a seperate email with an attached invoice.
Date : 11 Nov 2011 - 11:17
Order ID : 8975759
Payment by Credit card
Product : Quantity : Price
Coolster 3050 C ATV, Red, Red : 1 : 599.00
Subtotal :
xxxx
TOTAL :xxxx
Billing details: xxxxxxxxxxxxx United States
Telephone : xxx-xxx-xxx-xxxx
Fax :
E-mail : xxxxxxxxxx
Shipping address (if different from the billing address): xxx xxx United States
Message: : Please notify of delivery date, Christmas present from Santa and need to make sure little one isn't home that day from school!
Your charge will show as Pit Bikes on your statement. statement.
I was told to "clear my cookies" to get the updated warranty..again, when I did that, still no mention of anything but "brakes" normal wear and tear. I would not be contacting this company if it was a normal brake problem and riding the bike 10x does make the brakes wear..so obviously there is an issue. I can't believe the uncooperation this company shows and really thinking about contacting the credit card company to reverse payment to them and let them see how much cooperation they will get from me..they can sue me or whatever and see how they like being the one trying to get results. This company and their ONLY employee Jason is a con-artist and needs to man up to his product he sold..karma will come back to him..maybe it will be in the sign of my credit card company taking the funds back off the company. I don't care what I signed or what, if he can change his warranty anytime, I can change my mind anytime and not pay them!
MXMB
United States of AmericaThe other side of the story
#4UPDATE Employee
Tue, June 19, 2012
This situation with our customer is unfortunate and a little misleading. A lot of what this customer says doesnt even make sense.
The first statement she makes that we had written request to call her 20 minutes prior is false. We provide a tracking #, if requested, to our customers and it is the customers job to coordinate all deliveries with the delivery company since they are the receiver. This customer, upon initial purchase, also signed a sales invoice agreeing to check the freight over and make sure it had
no damage when it arrived. They did not do this and did not sign for it as any damage.
In December of 2011 we get a call from her saying the body and hubs were damaged. We checked our inspection report and there was no damage to this unit when it left our facility so we knew the shipping company was the culprit. This is not abnormal and we have insurance on everything we ship for this reason.
Per the shipping company and to have the right to file a claim, all we ask is that the customer inspects it upon arrival and notes any damages. Again she did not do this. We instructed her that she could still attempt to file a claim but it may get denied for this reason. She immediately wanted no part in a claim filing and asked us to replace both parts for free. We explained again that we have insurance on damaged items and cannot be responsible if the shipping company did it. After she argued with us and tried to get the parts for free, we offered her a discounted price on the items to make her happy. She agreed and all was fine.
She did call us in February 2012 (4 months ago) and said the brake was not squeezing as tight as she thought it was supposed to. We offered her free tech support and recommended replacing the fluid and bleeding the brake. We also recommended she
get this done by a motorcycle shop or certified motorcycle mechanic. This was the last time we heard from her until yesterday.
She called and claimed the brake is completely closed now and will not release. We tried to offer more free tech support and she claimed that her husband tried to bleed the brakes and it did not work still. We were a little apprehensive since we recommended a mechanic do it and she did not take the advice. When questioned her on what method he used, fluid used, etc and she demanded the brake be replace under warranty. We explained that the warranty does not cover the brakes because it is considered a "wear & tear" item. She immediately threatened to call Coolster, the Better Business Bureau, etc and file complaints on us because we wouldnt give her a free replacement brake. We even offered to give her a brake at a discounted price to help her out. We then explained that Coolster only covers the first 3 months of warranty and we pick up the rest of the year on covered items which the brake did not qualify. We also explained that even if the brake was covered under warranty it doesnt mean we would replace it as the warranty only covers manufacturers defects. We explained to her that the brake may have air in the line, dirt, debris form riding, etc. She called us a rip off, threatened to report us once again and hung up.
We understand she is upset because she has a broken part but threatening us and trying to discredit us is not the way to resolve it. We welcome customer feedback and strive to take care of any issues fast and fairly. Unfortunately the brake is not covered under warranty and she is not satisfied as she thinks we should give it to her for free. Our offer for a discounted brake still stands and we believe this is more than fair.