Controller Plus, a St. Charles County-based business that sells custom-painted video game controllers, continues to receive complaints from consumers who say the company fails to deliver product for which they have paid, Better Business Bureau (BBB) warns.BBB advises consumers to use extreme caution when dealing with the company and owner Arie Van Mansum. BBB previously alerted consumers about Controller Plus in October 2015. Since that alert, BBB has received 45 complaints about the business, 36 of which have not been answered by the company. Controller Plus has an “F” grade with BBB, the lowest possible.Complainants told BBB they paid between $100 and $250 for the work, but never received their merchandise.Among those consumers left waiting is a 10-year-old Pennsylvania boy who had hoped to get a controller as a Christmas gift last year. His family paid $117 for a custom controller.“[Controller Plus] gave me a million excuses,” the boy’s grandmother told BBB. “They had me fooled for months. We were really scammed. We had one very upset grandson at Christmas. These people are terrible.”Michelle Corey, BBB St. Louis president and CEO, said consumers in the market for custom-made controllers might consider companies other than Controller Plus.“This company has done little, if anything, to address its problems,” Corey said. “Consumer complaints now are the same as they were previously when BBB alerted the public about this company’s poor business practices. People tell us they are not receiving products for which they have paid.”According to paperwork Van Mansum filed with the Missouri Secretary of State in July 2016, his company is operating out of a residence in St. Charles.Attempts to contact Van Mansum by mail, email and phone were unsuccessful.Consumers told BBB they waited months – and in some cases more than a year – for their product to be delivered, and that the company eventually cut off communication with them. The business operates at pluscontrollers.com and has robust followings on Facebook, Twitter, YouTube and Instagram. On its website, the company states “customer satisfaction is our deepest desire” and claims it offers “real-time live chat, email support and ticket system to assist” customers.The company says each order has a “lead time of roughly 6-9 weeks” and “on some rare occasions custom orders may take up to 10 weeks.”Consumers contacting BBB said they waited well beyond the company’s time window to receive their product.The father of a 13-year-old Tennessee boy told BBB his son used $100 he received as Christmas gifts to order a controller on New Year’s Day 2016. The man said the family attempted to contact Controller Plus on multiple occasions to see where the company was in the painting process. The man said Controller Plus gave the same answer each time, saying the controller would be shipped in two weeks. The man said the controller was never delivered and the company quit communicating with them about six months ago.“They have such a slick website and Facebook page,” the man told BBB. “It looks like an OK deal.”A Nevada man told BBB he paid $228 in July 2014. He said he never received a controller or a refund. He said he found the company through YouTube and only communicated with the company through email.“I assumed they were a legit company,” he told BBB. “They left me hanging every time. It’s kind of a shady business practice.”At the time of the October 2015 BBB warning about the company, customers from 26 states and several foreign countries had filed more than 60 complaints and reports about Controller Plus. Since that warning consumers from 21 states and six foreign countries have filed complaints with BBB.BBB offers the following tips for consumers buying merchandise online:Research any business and its owners carefully before paying any money. Go to www.bbb.org to search for BBB Business Profiles or find contact info for your local BBB.Ask for references and contact them.Try to determine whether the business has an actual office, and try to speak with someone there before ordering merchandise.Read all terms and conditions carefully before completing a purchase. Make sure to read and understand all warranty information and refund policies. Know your options in case you receive an item that was not advertised.Pay with a credit card in case you need to challenge the purchase later.Check a site’s security settings. If the site is secure, its URL (web address) should start with “https://.” You may also see a picture of a small closed lock in the lower right hand corner of the screen. St. Louis Area Media Contacts: Chris Thetford, Vice President-Communications, (314) 584-6743 or (314) 681-4719 (cell), email@example.comShellie Kreter, PR & Communications Manager, (314) 584-6723 or (314) 348-5451 (cell), firstname.lastname@example.orgDon O’Brien, Investigator, (314) 584-6785, email@example.comColumbia media contact: Sean Spence, Columbia Regional Director, (573) 886-8965, firstname.lastname@example.orgCape Girardeau media contact: Joey Keys, Cape Girardeau Regional Director, (573) 803-3191, email@example.comQuincy media contact: Mara Clingingsmith, BBB Quincy Regional Director, (217) 209-3972 or (217) 242-6272 (cell), firstname.lastname@example.orgAbout BBBBBB is a nonprofit, business-supported organization that sets and upholds high standards for fair and honest business behavior. Most BBB services to consumers are free of charge. 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