The Family Exchange Lacking in Family-Friendly Business
Consumers Complain to BBB They’re Sold Defective Merchandise
Austin, TX – Fun is sputtering to a halt for some customers of New Braunfels, Texas-based The Family Exchange. The new go kart, ATV or dirt bike they ordered is not working and they are out the money they spent.
Consumer complaints received by BBB allege that products ordered from The Family Exchange are not delivered in the expected time frame. Additionally, some consumers allege that The Family Exchange does not honor requests for refunds or repairs under the terms of their warranty agreements. BBB contacted Brandon Olson, the owner of The Family Exchange, Olson Powersports and Big Time ATV in June to discuss these concerns and again in July to address advertising issues, but like some consumers, has not yet received a response.
The Family Exchange currently has a BBB rating of F due to 42 complaints filed against the business and their failure to respond to 36 of those complaints. Click here to view the company’s current BBB Reliability Report™.
Most disputes received by BBB come from the company’s additional names of Olson Powersports and Big Time ATV. A BBB investigation has concluded that both of these companies have the same phone number and address and nearly identical Web sites. The Family Exchange lists the same phone number and address, however the physical location in New Braunfels, TX has The Family Exchange listed on the sign at the front.
Johnathan Westbrook of Seguin, TX placed an order through Big Time ATV for a brand new Sun L go kart back in April. After taking the go kart home, Westbrook found a gas leak and broken headlight and called the company requesting a repair or refund.
“The sales rep got very shady saying it was nonrefundable in any way,” said Westbrook. “The receipt says returned goods must be accompanied by this receipt, which indicates it’s returnable.”
Westbrook currently does not have a working go kart or a refund for his purchase. BBB contacted the manufacturer, Sun L, to inquire about the go kart Mr. Westbrook purchased through The Family Exchange. Sun L indicated The Family Exchange, Big Time ATV and Olson Powersports are not authorized dealers of their products.
Reuben Canody of San Antonio had a similar experience after purchasing a brand new ATV from Olson Powersports for $1,299. After paying a mechanic to assemble his ATV, Canody found problems with the battery, radiator fan and other items and called the company to have them addressed.
“They do not answer my calls or return e-mails,” said Canody. “All I want is for this brand new ATV to work. I don’t expect something that I paid so much money for to not work.”
Like Westbrook, Canody has not received a refund from Olson Powersports and continues to have problems with his ATV. BBB offers tips for making an informed decision before purchasing expensive items like ATVs and go karts:
- Do some comparison-shopping. Make sure to include as many similar items as possible. There are several online resources that will allow you to compare different styles and models, evaluate prices and option packages.
- Ask friends who have recently bought ATVs, dirt bikes, go karts etc. about their experience with local dealerships. Ask them about their impressions of the salespeople, the service department and the management.
- If the company is online, get at least two other price quotes from additional Internet dealers and if you want to make further comparisons, get at least two price quotes from local dealers.
- Make sure there is a warranty and find out what the terms and conditions and time frame are. If there is an inconsistent message on what will be covered, it may not be a good idea to do business with the company.
- Check each company out at www.bbb.org to see if any complaints have been received and how the complaints were resolved.
About BBB:
BBB's mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by creating a community of trustworthy businesses, setting standards for marketplace trust, encouraging and supporting best practices, celebrating marketplace role models and denouncing substandard marketplace behavior.
Businesses that earn BBB Accreditation contractually agree and adhere to the organization's high standards of ethical business behavior. BBB is the preeminent resource to turn to for objective, unbiased information on businesses and charities.
Contact BBB serving Central, Coastal and Southwest Texas at (512) 445-4748.
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