ComplaintsforDiscount Ramps.com, LLC

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called about the issues I was having and have had no response yet. The issue is that when the lift is folded up on the car you cant see the tail lights and the other drivers behind you cant see when you are turning or stopping. Very unsafe. Also, the two times I tried to use the lift it felt like it was going to fall off the back of the car. I was told someone would get back to me about a return and refund and no one has replied in over a month.

  

  Business response

  02/16/2024

  This order for a mobility hitch mounted carrier was placed online on December 12, 2023 and delivered on December 15, 2023.  The customer contacted us on December 20th, stating that there were some small parts missing and we shipped those to him via ***** 721177055111.  The item itself is 108 lbs, 5 feet x 3 feet.  The customer was provided with our return policy over the phone which does require them to secure their own shipping back.  Below is the listing of the item they purchased, along with our return policy.  At this time, the order is over 30 days old, but if the customer wishes to return it we will be happy to work with them on the return less a return processing fee, as long as the item arrives back in original resellable condition.  This is a very specific product that does require the consumer to understand how it is to be utilized and what laws that need to be followed in their local area while in use. Please advise what we can do to assist with customer satisfaction. 
  

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  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed your response here.  The lift covers the entire back of the car so you cant see the turn signals or the brake lights making it unsafe to use on your suv. Also when installed on your suv it is very shaky and unstable  I feel this lift is an accident waiting to happen as well as I dont think it is legal to not be able to see your lights  

   
  
  Regards,
  
  *********************

  

  Business response

  02/20/2024

  Thank you for including a copy of your online review.  This online review is a way for other consumers to make buying decisions based on other people's opinions of the product.  It does not provide us any direct contact in order to resolve any concerns you *** have.  May I ask what is the vehicle you are using this carrier on?  We do provide quite a bit of information on our website to ensure that our customers make an informed purchasing decision.  I have included some articles below that *** help understand the concerns you are addressing regarding covering the tail light and license plate.  It is up to the consumer to understand the limitations of their vehicle based on size/weight capacity/license plate concerns.  The below articles do address some of those concerns.  Also I have included a link to a light kit.  As noted before, we are past the 30 day return policy, but if the consumer wishes to repackage the item and ship it back to us we are happy to issue a refund as requested. Please provide tracking and a photo of the item in its original packaging so we can speed up the process. 
  

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  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed   
  I have a 2023 Bronco and when lift is up no lights are visible. I dont have the packaging because I thought it would be the right fit as your 800 number was aware of the vehicle it was to be installed on and I was informed that it wouldnt be an issue. 
  
  Regards,
  
  *********************

  

  Business response

  02/21/2024

  You should have no issues with transport on your 2023 Bronco, as long as the combined weight of the both the scooter and carrier do not exceed 300 lbs. for an aftermarket installed hitch, and 400 lbs. for a factory installed hitch.  Regarding the purchase, this was made online, not via our call center.  The item I presented yesterday is a light kit that can be added to your carrier.  I am not able to issue a refund without return.  The issues you describe are not due to any defect of the product.  I understand you may not be satisfied with the purchase; it sounds like the dissatisfaction is with the purchase of the product, and the expectations that you had were not the same once product was received.  I apologize for any inconvenience.  We are always happy to ensure our products are free of defects, and that the consumer is aware of the usage of the product before purchase.  I am unsure as to what else I can do here. 

  Customer response

  02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer response

  02/21/2024

  I feel like the company should return my money because I feel its unsafe to use and may cause a terrible accident. If they dont return my money I will have this documentation in case of a ticket by authorities or an accident. The lift is not stable and I also feel like my scooter could fall off during travel. If youre not satisfied with a product you should have right to a refund. If they would like to pick it up from my house they are welcome to do that as I feel like I cant use it safely for me and the other people on the road. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a modular ramp. It arrived with a damaged part. A person asked me to send pictures which I did. She promised to send a replacement but never did. This was in December. In January I called again and sent pictures again. No replacement.

  

  Business response

  02/14/2024

  I do have orders for this customer from March 20, 2023 for two threshold ramps, another order on March 26, 2023 for two more threshold ramps, and another order on May 28, 2023 for a pair of portable telescoping ramps.  I will be happy to assist this customer with any concerns.  Can an order number please be provided for the order in question, as I do not have any recent orders nor any noted correspondence regarding an order arriving damaged.  Can you please advise more information?  You can contact us directly at ************ or *******************************************   

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have contacted customer service by phone twice and at their request both times emailed pictures of the damage. His statement that they have no record is self- serving at best and probably untrue. I will send another email but with low expectations. . 
  
  Regards,
  
  T *****

  

  Business response

  02/15/2024

  Can you please provide order details so I can assist you?  There is an option to add an attachment here.  We are here to help but we need additional information in order for us to help with this complaint. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I purchase a ProLift Pneumatic ATV Lift Table - ***** lb on 1/10/24. I have an issue with this lift and sent a video to customer service showing the lift does not go down. I didn't hear from them until 1/23/24 because the other rep ****** left. I am dealing with customer service who has said they sent out the new parts but I did not receive a tracking number. Today, 2/8/24, they sent me an old tracking number showing delivery on 1/18/24. These are not the parts tracking. I have also asked for instructions to install these parts and nothing! It should not take a month to solve this issue.If this machine can't be fixed, I would like a refund and they can pick up the lift. Motis Brands will need to arrange the pick-up and cover the shipping cost.

  

  Business response

  02/15/2024

  I am sorry for any trouble with the lift table that you purchased.  We have issued refund in full for your purchase.  Please donate or dispose of the item in question. 

  Customer response

  02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ramp with a ***** lb rated capacity. They delivered a ramp with a 750 lb capacity. I have a 900 lb motorcycle that cannot be used with what was provided. I reached out twice and they have not responded.

  

  Business response

  02/06/2024

  Hello,

  I do not have any record of correspondence from this customer.  We are happy to assist.  Please reply to the email that was sent to you regarding your concerns.  This order was delivered on 01/08/2024 and this is the first we have heard of any issues.  I have reached out separately and look forward to your reply. 
  

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  Not sure why they are not getting my communications. I reached out on both their on line comunication system and I texted them. I have copies but the system isnt accepting them.
  

  They did reach out by email earlier today and I provided photographs as requested.

  
  Regards,
  
  *****************************

  

  Business response

  02/07/2024

  I do see that photos were sent shortly after 5PM yesterday.  Upon review of those photos you did indeed receive the item that you purchased.  **** lbs. is the correct weight capacity for the entire ramp system because of the distributed weight if the customer is only using a single ramp by itself,then the weight capacity would be 750 lbs., but combining the ramps together increases the weight capacity as it uses a connecting rod that has to be used with the 3 ramps that adds strength by distributing the weight between the other 2 ramps through the pin.  I was in process of responding when this complaint popped up.  I will respond separately as well.  I am sorry for any confusion regarding weight capacity. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #***-2261969-2565841. I ordered two identical ramps from this place. Both ramps arrived today and both had damage. Not just typical scratches and paint chips but bent flanges. The boxes were pretty beat up and it appeared as if they were opened before. Possible sent to someone else that refused them. So I went ahead and started the return process. I was told that they would send a prepaid return label for ****** A few hours later I got the email with return labels. I boxed them back up, taped them up good, printed the shipping labels, taped the labels on the boxes and hauled them both down to ****** Waited in line and was told that the labels were not prepaid. They wanted me to pay for return shipping for both boxes! Very expensive for an issue that wasnt at all my fault. So I had to haul them back out to the truck, load them up, bring them back home and unload in garage.This situation is ridiculous. Refund my money now. If you want the ramps back, send ***** truck to pick them up.

  

  Business response

  02/01/2024

  I am sorry to hear that you had trouble with your Amazon return.  Please note that Amazon's return labels are not prepaid.  I do not see that you had contacted us to alert us of any issues with your shipment.  Thank you for including photos in your complaint.  If you would have contacted us directly we would have assisted you, but I am not able to pull up any communication with us either on the Amazon portal or directly.  I have taken the liberty of refunding you for your purchase due to the condition the items arrived in.  Please donate the ramps.  You can contact us directly at ******************************* or **************************** or by calling ************.  You can also reach us directly through your Amazon account.  Thank you for giving us the opportunity to correct the situation.

  Customer response

  02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited their website on January 15th **** and 2 or 3 times a day I get a notice on my phone that leads directly to their website.

  

  Business response

  01/30/2024

  I am sorry to hear you are having trouble with ads on your computer.  The information that is being sent to you is all controllable by you.  Here is info that we sent to you via email on how to remove those notifications.
      Paid/Social Ads
  o    These ads are based on cookies and will follow you throughout your internet/social media activity
  o    To remove these ads, it can be done by clearing your cache, or browser history, including cookies
      ******* Notification
  o    This is a notification that will pop up once you visit our website. The first will be a drop down that requests permission to send future notifications to you. You have two options Allow or Dont Allow. If you click dont allow, you will not receive any future notifications. Reversely, if you choose allow, we will send you notifications whether you are on our website or not.
  To be removed from this list, you must go into your browser settings and remove on your end.
  I hope this helps, and I am sorry for any inconvenience.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order date Aug 2, 2023 ORDER DETAILS Order ID: ******************* Merchant name: Discount Ramps Item(s) to ship:Name: Silver ******************************* Chair and Scooter Lift and Carrier Qty: 1 ASIN/ISBN: B01G3W6DGI Delivery scheduled for Aug 31- SEPT 1 I've repeatedly contacted company with no response Never delivered and they cancelled order.I purchased on Amazon.com and paid $1,500.00 to be shipped from Discount Ramps

  

  Business response

  09/18/2023

  Thank you for reaching out.  *** order was placed through Amazon on 08/10/2022.  *** financial transaction is between the consumer and Amazon.  Amazon requires an order to be shipped within 30 days or it will be automatically cancelled.  Amazon does not give us customer direct contact information so we must communicate through the Amazon portal.  We had requested additional information from the customer to confirm the compatibility for the item the consumer purchased.  We were unsuccessful in getting any additional information from the customer and the order was automatically cancelled by Amazon on 09/11/2022.  We do not have any financial transaction from the customer in which to refund as that is between the customer and Amazon.  Customer will need to reach out to Amazon for any refunds needed. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was non weight bearing in a cast after rt ankle fused May 24, 2023. Used ****** to help get around in house. Initially re hospitalized with complications. Used the ramp very little until mid June and noticed the ramp having white/gray marks. Put on tennis ***** on rear of ******. As the black grit wore away the area on the surface of the ramp started to become slippery and I contacted Discount Ramps with pictures of cast, ramp and ****** as requested. I was told after their review by the company representative that the grit would wear away but no resolution on their part existed. Their advertisement on social media , of their products states, 100% satisfaction guaranteed yet I am not satisfied as I do not want to fall due to the products slipperiness,as the product material wears down. I do not care so much that it has changed colors but definitely concerned with the safety issue.

  

  Business response

  07/18/2023

  Hello and thank you for sending photos. This order was purchased on 05/08/2023 and arrived to you in good order on 05/12/2023.

  In the photos, I do see that the grey tennis ball is dragging on the grit coating and leaving marks behind.  The fabric of the tennis ball is getting caught in the grit coating of the ramp; similar to a hook and loop fastener.  I do not see any of the grit coating peeling nor impeding the walking surface in any way.  We are happy to accommodate your satisfaction for any material concerns brought up upon receipt of the item.  In this instance, the visual marks on the ramp have been made due to regular usage, and are not imposing a safety hazard.  If we send a new ramp and the usage is the same, the exact same thing will happen to a new ramp.  The ramp shows no signs of structural damage. 

  I apologize that we are not able to accommodate your request for a replacement ramp. 
  

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  The issue is not so much that the grit is wearing away but the safety with it being slippery because it is wearing away. NO disclaimer anywhere in the information does it say it will wear away and especially in such a short time span. The tennis ***** were put on about two weeks after the initial use and the grit began to wear down from the start after return from the hospital on June 6th. The ramp did not get attached until May 23rd for my expected post op  return on May 25th  but due to post op complications the ramp was first used on June 6th to get into my house from the garage.  The usage for the first couple of weeks was very limited but the grit wearing off started right away.  Either the quickness of the wearing away is a defect in the product and yes I would not want a replacement with this same type of ramp, if what you are saying is this is to be expected, but maybe another ramp without the grit that would be safe for walkers and wheelchairs or if you do not have a safe product then I would expect a refund.

  
  Regards,
  
  *******************************

  

  Business response

  07/19/2023

  The grit is not wearing away or there would be metal showing underneath the grit.  The fibers of the tennis ball are being built up in the grit of the ramp, causing it to lessen the grip of the grit due to the build up of the fibers.  We do have other grit coated ramps, but you would find yourself in the same situation.  We do have ramps that are bare aluminum instead of grit, or a punch plate surface instead of grit.  We are happy to show you the other options that we have available.  We will be happy to accept a return from you if you up until 08/08/2023 which is 90 days from the time purchased.  Our return policy is to receive items back within 30 days so we are making an exception for your situation.  Anything over 90 days we would not be able to issue a refund. You would be responsible for the acquiring the shipping to send the item back.  You would need to find the original carton or a suitable replacement.  Upon return an inspection would be made to determine the condition of the returned item.  We are always happy to assist. 

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Customer response

  07/20/2023

  Please see above documentation

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As a practicing attorney, I have been involved in the practice of consumer and insurance litigation for over 30 years, so I have seen my fair share of bad business practices. This company, Discount Ramps took it to a whole new level where customer service is so bad and non-existent that literally you can't even place an order? On Sunday 7/16, I called on behalf of my parents to place an order for two wheelchair ramps. My first attempt was to process the order online. When I placed the order online it just went into a processing mode and remained there, leaving me unaware if I had completed the ordering process. I then called to verify the order and if needed to place the order in person and spoke to a women who was just totally incompetent and not even able to figure out how to place the order. This is a sales representative for the company??? Her mannerism was completely unprofessional and in fact, the companies own representative did not even have the knowledge to place the order? Twenty minutes into the call, when she advised me she had all the information, I was just placed on hold and just left there? After 15 minutes on hold, I called back and got no answer. Twenty minutes later called back again and no answer. They claim sales is open 24/7 but the business practices of this company are deplorable. The following day Monday, I called their office and left two messages for a supervisor, never heard back from anybody. At that point, I started looking at their reviews and see this is a pattern for this business.

  

  Business response

  07/18/2023

  Customer contacted us on Sunday night.  We do have a 3rd party call center who takes calls for us outside of regular business hours.  This representative did take an estimate for the customer.  Customer called at ***** Monday morning, never left any messages for a supervisor, as there were no messages in my VM.  I spoke with this customer at 9:07 AM and provided him with the information as requested from the estimate.  Customer was more interested in complaining than getting the order placed.  The order would have been placed and shipped at the time we spoke if the customer would have placed the order.  We are here to help customers, and we do provide 24/7 service.  We are sorry that we were unable to satisfy this customer. 

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  The response by this business is completely false. I asked the representative to please review the recording of the representatives conversation with me, as they state that all calls are recorded, which she said she would do. However, if this is a third-party, how can she do that this? Based on my experience as an attorney thats involved with business and insurance litigation for over 30 years as well as taking into consideration the reviews that I have seen, is just a very poorly run and mis managed company. 
  
  Regards,
  
  ***************************

  

  Business response

  07/19/2023

  Thank you for your feedback.  Calls were reviewed and employees addressed.  Please advise what we can do to satisfy this situation with you. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number2934598 I ordered these ramps last week and they arrived on 15 Jun 2023. I examined the motorcycle ramps and noticed that the ramps had slanted bars that were uneven and slanted. They shouldve never passed quality control and inspection. This is unsafe and under wet conditions can cause harm and injury to include damage to the motorcycle. This also hinders the dexterity, strength and longevity of these ramps which were pricey and as a servicemember in the ************* Army I work hard for my money. I left descriptive review with pictures as well as emailed that same day. I also called and was told the customer service department wasnt there. The next morning I got an email asking for pictures when I had the sales associate ******** over the phone put these notes in so that the next person would know. I sent the pictures anyway through email and didnt hear back until the afternoon asking if the ramp was the left or right. The left and right ramps are both the same length and width! The middle is the larger width and I said it didnt matter which end it was but I replied back right anyways to include explaining the above stated. Still nothing so I called the service department and this lady which I couldnt get her name clearly (crhristy?) said that theyre about to close in 3 mins. I explained my frustration and that I wanted higher up to investigate this matter, she kept insisting everyone is off and shes about to close in 3 mins so Ill have to wait until Monday or Tuesday. I told her write in her notes that I want this escalated and resolved and she kept saying she cant do anything about it and she said have a good day and hung up as I told her to write all this down and send it higher! I am highly disappointed and appalled that a service rep would hang up becuase shes closing and wont listen to a customer. ************************** CEO please contact me ************. As a former Drill Sergeant and an ******************* member I am shocked!

  

  Business response

  06/19/2023

  I am sorry for any trouble with the ramps you received.  The order was placed on 06/12 and received on 06/14.  Customer contacted us to report the problem on 06/15 at 9:18PMCST and a message was forwarded to our team to assist during business hours.  At that time he was instructed to email us some photos so we could assist.  We never received an email with photos from the customer.  The customer then proceeded to enter an online review shortly after the phone call where he attached photos.  The next day 06/16, we reached out to the customer for additional information.  Online reviews are not handled by our customer service department, so we were not able to view those photos, we requested that he send them to us.  He was very unhappy with our request.  Before we had photos, we contacted our warehouse team to find a suitable replacement.  This item indeed is specific to left or right, because it has the connection bar that runs through the center of the three ramps to make a complete set.  If the incorrect side is sent, then they would not align properly.  Once we got the photos and additional necessary information from the customer, a replacement was entered over the weekend 06/18, and shipped on 06/19 via FedEx ************.  

*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. ↩