Complaints

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We ordered a replacement golf door frame ($150) from AceGolfCart and their vendor, DoorWorks, sent the wrong frame. DoorWorks refused responsibility and forced us to buy a 2nd frame and return the incorrect size frame. ***** quoting shipping cost over $150. Doorworks refused their company Fed Ex rate of $55 shipping even when we offered to reimburse return shipping fee. We cancelled the 2nd order due to shipping costs. We are requesting Doorworks to refund the original order of $150 and email their ***** label to return their frame.

  Business response

  03/05/2024

  I wanted to let you know that you have the wrong DoorWorks.  We are Brookline Doorworks that sell and install GARAGE DOORS.  We have never had any dealing with Golf Cart Frames. Please take this complaint off of our profile!!

  Customer response

  03/07/2024

  March 6th, we sent an email to ****************** manager of the Door Works golf cart, and other appropriate parties, already send to BBB ID ********.  We requested a refund of the frame of $95.  We request we split the cost of their shipping rate of $55 dollars.  We do not need to reorder the correct replacement, as we had the frame fixed ourselves.  

  I read in our claim BBB that we sent our information to Door Works that make garage doors.  That is incorrect.  If you re-read all our attachments we have communicated with the original company, based on the original 2022 purchase.

  Standing by to hear back from ******************

  Business response

  04/03/2024

  They wrecked a golf cart that belongs to someone else.  They went online to find the door to replace it, and they ordered the wrong one.  The door they were shipped was the door they ordered.  We offered a refund and to waive restocking fees with the return off the door.  Returning the door was $150 for them to ship it, but the wrong door was not our mistake.  They emailed us to let us know they disputed the charges with their bank, and they have their money back already.  There is no reason for a refund at this point as a result.  We worked with them to come up with an amicable agreement.  We could not come up with a resolution. 

  Customer response

  04/03/2024

  Complaint: 21319651
  
  I am rejecting this response because: 

  To-date, ********** has not completed a "stop payment," from Door Works since they never sent a written response.  We spoke to ********** today and they will reopen the case.  Keep in mind the order of events. 

  1.  January, we requested and paid $150 for a new door based on the original purchase order by the owner but they sent the wrong door. 

  3.  In February, we ordered a new door but cancelled that order since we found a fabricator that fixed the frame on the cart, paying $100. 

  4.  We requested a refund of $150 and asked door works to allow us to use there Fed EX shipping account, which we would have paid. because of the high cost. which they refused. 

  5.  We want to return the wrong frame but Door Works will not sent a letter confirming they will refund the $95, regardless of the shipping cost.

   

  So far, our out of pocket cost has been $250, to-date.   
  
  
  
  Sincerely,
  
  ******* and *************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Two years ago, we had an Allied Lithium battery installed in our golf cart by ********************* in *********************, **. They were an authorized Allied Lithium battery dealer. Upon their recommendation, only one battery was installed. We paid $2,000 for this battery 2 years ago. It has ceased working. We weren't worried because we have an 8-year warranty on this battery.After numerous communications with Allied Lithium, we were told that the battery is not covered by the warranty because we should've had 2 batteries installed - not one. We were going on the recommendation of Affordable Golf Carts, an Allied Lithium battery dealer. Obviously, Allied Lithium Battery does not work with or back their dealers.We are now out the $2,000 and we are forced to go to another golf cart store to get a better lithium battery installed. We had a Roypow battery installed.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This is the second cart cover I have purchased from Ace out of ************. The first cover would have fit all their reviews. 5 stars. This cover is a triple bogey at best. When I discovered I didnt have all the velcro pieces to install on the cart, I tried calling, emailing and chatting online. No help at all. I have spent an additional $30 in velcro, glue straps and carpet tape. I didn't get the cover I thought I ordered, the cover w the bungee cord straps. I had someone help me w the install, only to find the fabric cover is too short. The cover popped off the passenger side the first time I used it. I have never been so disappointed. Last night, I was sent an email asking for a review. It showed me the cover I thought I ordered - the bungee hook attachments. I gave it 1 star rating, and lo and behold, they only post 5 star reviews. I refuse to drill a bunch holes in a $12K golf cart when the cover itself is too short. The only remedy at this point, because the tracks are installed, is to send me the cover w the bungee cords. There is literally no way to speak w a human being at this company. It is beyond frustrating. Thank you your assistance with this matter.

  Customer response

  12/08/2023

  Here is picture proof of how short the cart cover is.  Pic one is my new cover.   Picture 2 is the first cart cover I purchased from Ace.   It has the hook bungee cord and is the cover I thought I purchased this time. 
  
  In fact, when they sent me a review this product email, it showed the purchase being the cover w the hook straps. 
  
  This has been a nightmare.  $500 and no customer service.  They didnt send enough Velcro, and the cover is too short.   The Velcro I purchased breaks free when the wind blows. 
  
  I appreciate your help.

  Customer response

  12/22/2023

  I am enclosing more photos.   I havent heard from anyone on my $500 golf cart cover, and I just wanted you to understand how poorly this item fits.   I had to send the company a pic of my golf cart.  I did not receive the cover I felt I ordered.   I could never reach anyone to talk to about what I initially considered a mix up.  We tried to make do, but this cart cover is the worst.  
  
  *** said he was the only person working and couldnt answer phone calls.   I never could figure out if he was a live person or chat bot.  Anyway, they didnt send the Velcro to attach the cover to the cart.  We purchased Velcro, carpet tape and now we are waiting on some sort of clips. 
  
  When I was asked to review my purchase I gave it a 1 - terrible, for nonzero customer service.   They sent it back to me.  Couldnt post.    If you read all the reviews, they are five star reviews.  
  
  The first windy golf day my whole cart cover blew loose, and it was as if I didnt have a cover at all. 
  
  I am not a complainer.  I pay my bills and rarely say a word.   ************ is terrible.   They would not discuss the 1 star rating, nor make good on this cover.   I refuse to hire someone to drill holes for snaps into a $12k golf cart when the cover is too short, and does even fit the frame well. 
  
  I realize its the holiday season.   I dont expect a quick answer, but the more I think of how awful this transaction has been, the more frustrated I become.
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered golf cart batteries through Ace. I could not find anywhere on their website indicating a delay (I looked, they were the only site without a delay mentioned - there is one now). They failed to follow up with me about my order status. I reached out and was informed that there would be a 6 week delay. I asked that my order be cancelled. They ignored me. I called to speak with support. They hung up on me. (Please check the recording, I was professional, just insisted on my order being cancelled). I emailed again, they said there was a 10% cancellation charge ($300 in this case). Poor communication, horrible customer service. Stay away.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order placed on 10/27/22 for $697. I ordered a golf cart cover that was advertised to fit my golf cart. Before placing the order I had to submit a picture of my golf cart and select the model to ensure the product fit. When my cover arrived the cover didn't fit. The tracks are too long for the cart, the panels are too tall, the holes for the track don't line up with the bolts on the cart. I was also missing a zipper connector. Ace offered to send me a zipper connector but claimed that the cover is "not necessarily designed to fit your particular cart." Well- why do I need to send a picture and select my cart model from your advertised list?

  Business response

  01/31/2023

  We apologize for your experience with our company. If you're requesting a refund, we would appreciate the return of the product(s) ordered. We'd be happy to send a prepaid shipping label in order for you to return the order. 

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a cart cover for my Icon I20 cart on September 30 and was told it would be four to six weeks for delivery. Cover arrived on November 3rd and I immediately tried to install it. The first two metals pieces to install were so far out of tolerance that the bolts wouldn't go through the bars. I immediately contact customer support through the chat function on their web page. I was sent a image of the drawing used to make the pieces and asked to check the dimensions. I reported what I had found and the support representative agreed that the parts were defective and will be replaced. He said that it would be three weeks for delivery. It has now been two months since that initial conversation and I still have not received my items. I've sent emails and had several chat sessions with customer support and keep getting told that it will be two weeks or they will ship in a week. Contacted them today and was told that the pieces are out for powder coating and should be back to them in 10 days. I'm extremely frustrated with their lack of customer support and inability to correct a problem quickly.

  Business response

  02/02/2023

  Looking at the history of this order, it seems as though we, in fact, did send replacements to this customer (verified via ***** Tracking number ************). We have fulfilled the customer's request and aren't exactly certain of what this customer is requesting further. This customer, in his own words via the email which they attached, admittedly made alterations to the product and as such, voids the warranty on the item(s). 

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a golf cart cover 2 month ago and have not heard from them since. I have emailed and called with no response. I want a refund. My order number is #******.

  Business response

  01/09/2023

  We have received only one email from this customer with regard to the order and that was over the weekend. We have responded to the customer in the form of a return email reply and have no understanding as to what this customer's issues are regarding the order. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  order #****** I purchased a cart enclosure which was delivered on 11/19/2022. Because of difficulty of installing part of the enclosure we decided this simple install was NOT SO SIMPLE!! I have installed much more complex pieces of equipment and my friend who assisted me in the install (a mechanical engineer) agreed this is far beyond a simple install. When trying to install the cover: No matter how many washers / spacers we use to get the door to sit properly we cannot get it positioned correctly. I am extremely disappointed in the installation process and do not want to waste any more time installing it. When I contacted your support the first person to answer was rude. I guess I was asking too many questions so he hung on me! During the second call I was TOLD that since I agreed to the terms of the contract, I could send it back and the return would be subject to a 20% restocking fee and I would have to ship it back at my expense. Why do I have incurred the full cost of returning this enclosure when the vendor stated how simple the install would be, no drilling blah, blah, blah. I would like to return it if the vendor reduces the restocking fee to 15% and pay for the shipping and use any packaging I decide. ****** ********

  Business response

  12/19/2022

  We rarely get complaints about ease of installation, however it has happened in the event that the customer is unable to complete the simple install task are allotted a return. We agree with the request to lower the restock fee to 15% for this transaction, however since the correct item(s) were delivered, we cannot issue a prepaid return label. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a full cover for my golf cart on 10/4/2022. After I installed it on the cart I tried to put on the included removable windshield. The included windshield is about 3" too wide and 3" too tall to Velcro on the cover. I reached out to the company and told them the issue and sent them several pictures that clearly shows the windshield is way to large to fit on the cover. The customer service representative was very rude and said it is a universal cover and maybe it dose not fit on my cart. I asked him to please look at the pictures I sent which clearly shows the windshield is too large to fit on the cover and has nothing to do with the cart. After that the representative would not respond to any of my follow up emails.

  Business response

  11/21/2022

  We'd be happy to issue a return shipping label to return the item(s). Once received, we will process an exchange or refund. 

  Business response

  11/23/2022

  Unfortunately we cannot issue refunds on items not returned. We can issue a prepaid return shipping label and will refund on receipt. 

  Customer response

  11/23/2022

  Complaint: ********
  
  I am rejecting this response because: This company is not trust worthy at all.
  
  
  
  Sincerely,
  
  Jerry Ettel

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the cart enclosure which was delivered on 4/12/19. Because of the lack of installation info it was not installed and used until 5/23/19. **************** is rude. This is corroborated by other complaints on you site. The driver side was always difficult to close while the passenger side was always smooth and easy. Finally the plastic window started separating from the zipper creating a hole. I contacted them and I was told, it was not covered, it was probably due to me pulling to hard on it, so it was my fault and I should just glue it together. I then had our pro shop staff help me to measure both panels. Lo and behold the driver side was 3/16 of an inch shorter. Thus creating the excessive stress. I am an 80 year old cancer patient with zero testerone and muscles. I cant pull hard on anything. I emailed the results to them. ***** emailed me that, the golf cart is manufactured shorter on the left side of the cart than the right. I called the manufacturer and they could not stop laughing. I apprised him of this and he responded by email, that he would send me a pre paid return label at 6:45 this morning and they would make the repair. Then about 3pm this afternoon he emailed me that this was a warranty issue and I was over the warranty period (by about 6 weeks or so) and that the matter was closed. He said he didnt know when I purchased it. He knew in my initial phone call and he has all the records. Then he wrote me that the enclosure was manufactured to exacting specifications. The product was misused and damaged and that I was attempting to defraud the company. However he already admitted earlier that the product was mis manufactured to the wrong length. Their customer service has been rude about everything from day one. Glueing it together rather than stitching it back to the zipper will not work . I just need a panel that is made to the correct specs. I never would have been aware until the separation occurred.

  Business response

  08/02/2022

  Customer contacted us without any order information. Customer did provide photos of the damage to the enclosure which is indicative of damage via misuse. Customer was instructed of this and informed that the manufacturer's warranty does not, in fact, cover damage caused by improperly using the enclosure. After multiple phone calls in which the customer was rude to multiple employees, we attempted to find a solution, still based upon the fact that the customer did not provide any information which was helpful in locating his original order. Based on our belief that the order was newer than 3 years old, customer was informed that a warranty replacement component may be possible. At that time, customer provided further information leading to his order being able to be looked up. At that time, it became obvious that the order was well over 3 years old and outside of the terms of the manufacturer's warranty, ergo unable to replaced. (see attachment showing original order w/ order date. 

   

  Manufactuer's warranty information can be found here: https://***********************/pages/dwparts-warranty 

   

   

   

   

   

  Customer response

  08/03/2022

  Complaint: 17563167
  
  I am rejecting this response because:
  

  Here are the facts.

  1. In my first conversation I pointed out that I was probably6 to 8 weeks out of warranty.

  2. I never spoke with anyone else but this gentleman.

  3. I was never rude to anyone. I believe if you check their previous complaints, he has a history of being rude to  everyone.

  4. I only pulled on it hard enough to close.

  5. I had the pro shop measure both sides of the enclosure. The driver side is 3/16 of an inch shorter than the passenger side, which is fine. This caused the problem.

  6. I emailed him with this information. He responded that the golf cart is manufactured with the left side shorter than the right side. This is ludicrous.

  7. I informed him that I spoke with the manufacturer Club Car, and they could not stop laughing at this ridiculous claim.

  8. He then agreed in writing to make the repair.

  9. Then a day or two later he reneged, because he claimed he just found out my date of purchase. Which he originally had on day one.

  10. He claimed in his email that it was manufactured to "exacting specifications". This was as far from the truth as possible.

  11. According to the Uniform Commercial Code, the implied warranty for a product exceeds the manufacturers warranty to a period of a minimum of four years if the product is defective, which in this case the product is. The product must be "free of substantial

        defects." Which it was not.
  

  12. Therefore I am also protected under the Uniform Commercial Code.

  13. I believe I attached the original emails between myself and the company in my original complaint. If you need these again please let me know.
  

  
  
  Sincerely,
  
  *******************

  Business response

  08/04/2022

  At this time, despite the points that we unanimously still agree that the damage is and has been inflicted as a result of customer error and that the warranty time has elapsed, we are willing to replace the enclosure at no cost to the customer, barring that the customer retract any negative reviews and or disparaging content regarding the company and our commitment to our customers. 

  Customer response

  08/04/2022

  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.
  
  Sincerely,
  
  *******************

*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. ↩