BBB issues warning against ATV, go-kart business

Fun is sputtering to a halt for some customers of the New Braunfels-based The Family Exchange. Consumer complaints received by the Better Business Bureau allege products ordered from The Family Exchange are not delivered in the expected time frame. Additionally, some consumers allege the business 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.

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.

Before purchasing expensive items, such as go karts or ATVs, the BBB suggests consumers do some comparison shopping, ask friends for recommendations on local dealerships, find out the terms and time frame of any warranties and research the company’s complaint history. 

Article courtesy of the BBB of Central, Coastal and Southwest Texas.