FamilyGoKarts.Com Scooter Buying Experience

[90GTVert]

www.familygokarts.com/

March 5, 2013 (after business hours) : Purchased 2013 TaoTao ATM50A1 scooter for $675.19, including shipping with residential lift gate service.

March 6, 2013 : A representative from FamilyGoKarts called to verify the order and go over some details. She was friendly and asked if I had any questions.

March 7, 2013 : UPS Freight picked up the scooter from TaoTao USA in Texas.

March 8, 2013 : UPS Freight called to set up a delivery appointment for March 13, 2013.

March 13, 2013 : The scooter was delivered to me. The box was in excellent condition.

March 13, 2013 : I filled out TaoTao's product registration as instructed by an email sent after purchasing the scooter. Then I emailed [e-mail] my new scooter's VIN, my order number and customer number, and my name and address so that I could start the process to receive the Certificate of Origin and a bill of sale needed to register the scooter.

March 22, 2013 : Received the Certificate of Origin and bill of sale.


After hearing so many horror stories about people never receiving the paperwork for their scooters, I was very relieved to have paperwork in my hand just over 2 weeks from ordering the scooter on their website. The whole experience has been hassle free and I would do business with them again. Since they are based in Minnesota and the scoot is from TaoTao USA in TX , they seem to be a dropshipper, but I really have no complaints about my experience with them.

[shakerdriver]

So where's the pic of what ya bought Brent?

Sent from my Nexus S 4G using proboards

[teddy554]

Sweet couldnt have gone better, you getting bored with the 2t....but one request and i will chip in.... naruku 52.4mm cylinder and head combo review been trying to get some good feedback on this kit, i myself been eyeing the taotao gt5 with that kit inmind for it

[90GTVert]

It's still sitting in the crate all this time. lol

Not bored with 2Ts, just wanted to mess with the GY6 again. My last bout with my SunL really turned me off to them because it was such a piece of junk. Poorly machined parts and what not. Finally started making power and it blew up. lol

I already have a 52.4mm Naraku kit allegedly on the way from RP. Got a cheap 50mm eBay kit too. I'm parting out my poor Mustang and supposed to be putting the money away, but there are just so damn many scooter parts out there. lol You know me, you'll see plenty of info when the time comes to start my next project.

The 2Ts are bad enough with me being so heavy. I'm kind of afraid of what I'll have to show you guys with the 4T. I hope it surprises me though. There are certainly plenty of people claiming good speeds with their 50s these days... but they prob aren't basically 300lb.

[holydiver]

June 12, 2014- (Before business hours)- Purchased 2014 IceBear PMZ50-4 scooter  with residential delivery and Lift Gate service.

June 13, 2014- A representative from FamilyGoKarts called to verify the order. She was very friendly.

June 23, 2014- 12:30pm I called FamilyGoKarts to inquire the status of my order. A rather rude lady answered and asked for my order number. I gave it to her and she informed me that I’d have to email Tracking@FamilyGoKarts to find out about my order. I sent an email right after the phone call at 12:34pm.
2:17pm FamilyGoKarts emails me that my color choice was not available and I had 3 other color choices available from which to chose.
2:37pm I responded with a question.
9:01pm they respond with an answer.
9:50pm I sent them an email with my choice of one of the available colors.
11:00pm I receive an email that they well take care of it.

June 25, 2014- UPS Freight picked up the scooter from Icebear in Georgia.

June 26, 2014- UPS Freight called to set up a delivery appointment for June 27, 2014.

June 27, 2014- My appointment window was between 10am and 4pm. UPS Freight arrived at 4:03pm. Because of my location I figured I’d be the last one on his route for deliveries anyway. The Driver apologized up and down about being a little late. The box was in great shape. Love the liftgate service. Broke open the box, did a quick walk around and signed off and he was on his way.

June 29, 2014- I was finally able to get it out of the crate. Discovered I had issues with two parts that I wasn’t able to see when I did the walk around. Emailed FamilyGoKarts at 10:19pm with my issues and VIN for the scooter.

June 30, 2014- 12:01pm FamilyGoKarts responds to my email about damaged parts that they were contacting the IceBear warehouse but they need photos of the parts that were damaged. Also they informed me that they were sending the MSO and Bill of Sale out. Due to work I wasn’t able to email FamilyGoKarts the photos until 10:22pm.

July 1, 2014- 9:55am FamilyGoKarts emails me that they got the pictures I sent and forwarded them to IceBear. They hoped to have a response that day.

July 6, 2014- I emailed FamilyGoKarts about the status of the parts.

July 7,2014- 11:30am MSO and Bill of Sale arrive in the mail. The letter was post marked July 3,2014 I think they had to wait to get the MSO from IceBear and that caused the delay.

July 8, 2014- 11:12am FamilyGoKarts responds to my email that they are inquiring with IceBear about the parts. 2:00pm I went to my local Secretary of State office in 20 minutes and $59.12 for Registration and sales tax I was out of there.

July 9, 2014- 1:45pm I email FamilyGoKarts asking if they have an update for me.

July10, 2014- 1:33pm I get an email from FamilyGoKarts that they are submitting yet another request with the IceBear Warehouse and that they C.C. the head person there. 2:19pm I get yet another email from FamilyGoKarts that my parts will be sent out today. 2:38pm I email FamilyGoKarts thanking them for taking care of this so far.

www.familygokarts.com

I’m going to update this when I get the parts and that they are in good order but it was kind of a crazy roller coaster of an ride so far. So I wanted to get this up. Over all I’m happy the most freighting thing is the MSO and I got that. Thanks for reading.

[scootnewb]

Wow so it takes 9 days from the time you get it and give them the VIN number until you got the Certificate of Origin and bill of sale? Is that normal?

[90GTVert]

Scoots don't usually ship with the MCO/MSO, so it does generally take some time to get documents back and forth once you get the scoot. I guess you could speak with whoever you buy a scoot from and find out if there's any way to expedite the process. I think 1-2 weeks is pretty standard though. If you want instant gratification, look for a local shop. The issue there is that you usually have to pay extra for the ability to ride off on your new purchase immediately. At least in my area I don't see scoots advertised for what I could have them delivered for.

[scootnewb]

I wanted to avoid the additional cost and sales tax at the local dealers.

Here is my experience so far.

March 7th

7:45am: Contact familygokarts via the contact form asking how long it takes to receive a Hellcat after placing the order and if it is the 2019 model.
7:49am: Receive auto reply saying my request was received and being reviewed by the staff
7:59am: Can't wait. Place order with Hot Move option
8:02am: Get a confirmation email with my order, an email explaining important steps to complete the order, and another email saying the item(s) will arrive in 3-5 business days.
8:05am Follow steps leave voicemails, fill out liability form.
4:00pm Call and speak with someone who is very nice and confirms it is a 2019 model. Her name is Maggie
4:28pm Email completed liability form.
4:30pm Auto generated response from emailing the liability form letting me know it has been received, and is being reviewed by their support staff.

March 8th

11:00am Receive a call confirming everything and letting me know if I wanted white, the color I’d ordered, it would cost more because those units were located in a CA warehouse and it would take longer to ship. So I chose a different color to make sure nothing was delayed. (this seems extremely fuckey) but I just want it ASAP with no drama. I'm told the bike should arrive on Friday the 15th. I was told no matter what not to refuse the crate even if it was damaged and I should make note of everything, if anything, and make sure the driver has signed off on it. 

What happened to 3-5 business days?

March 9th

10:26am Receive an email response to the questions I'd submitted on the 7th. The response says it will take approx 9 business days to receive the bike from the time it was ordered. It also says they offer a Hot Move option where I would receive it within 5 business days of placing the order and the Hellcats are 2019 models made in 2018.


I debate about sending a slightly harsh response but decide not to because I don't want to delay anything. I can always get the refund for the Hot Ship option after all the paperwork arrives.

So already they attempted to charge me more for the color I wanted and failed to make good with their Hot Move package.

[90GTVert]

Thanks for the detailed review of the process so far.

[scootnewb]

No problem. I'm going stir crazy without transportation.

[scootnewb]

cont...

March 11

11:52 AM Get email from FamilyGoKarts with shipping information.

Noon call shipping company and find it is going to arrive Wednesday the 13th. Schedule drop off between 1 and 4pm.

Awesome. Hot Move package in effect.

[scootnewb]

March 13

1:50pm Shipping company called to confirm someone would be here.

2:30pm It arrived in good shape

3:00pm Got VIN from the frame and registered with Tao Tao and submitted information to FamilyGoKart to get the title.

[scootnewb]

It looks like familygokarts.com is not up to speed on dealing with damaged merchandise. On March 14th I submitted a trouble ticket through the website. The won't address any problems over the phone.

So far I am a week in after receiving the bike and i don't think I am any closer to a resolution from when I submitted the ticket. I'm having to explain a 2nd time the problems already addressed in the original trouble ticket. It's not that bad, a little more than $75 out of pocket  and a day's worth of labor addressed the defective parts (cosmetic issues and broken ignition lock not included) but it kind of sucks. 

[scootnewb]

March 23rd Certificate of Origin and Bill of Sale arrived but I still haven't received a response about the broken/defective/damaged parts on the bike.

[scootnewb]

April 6th

So far nothing has been done about the damaged and defective parts. Three days ago Jeff at familygokarts.com updated the ticket. He said he was going to call Tao Tao to get some of the replacement parts sent out. Was going to? You mean he hasn't done this yet? Feeling like something might get done. I spent more time and money on the bike.

I reminded Jeff nothing has been done three weeks in and his advice to address the damaged front hub by using oil was bad. I made an itemized list of all the parts and damage (again) and asked Jeff exactly what was going to be done. Money taken off for parts I had to replace and the time and hassle.

He replied with, and I shit you not. "But your last statement was rude and completely unprofessional. At this point it is best to have the unit return so a refund can be given to you. "

Then went on to say I need to pack up the bike in the original cage and cover it with cardboard and send it back.

What fucks.