Excel Industries Reviews (%countItem)
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Excel Industries Rating
Address: 1601 Fremont Ct, Ontario, California, United States, 91761-8309
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I own an Excel Arms MP-22 Pistol that was in need of warranty repair. I contacted Excel Industries and spoke to ***, who gave me a return authorization number with instructions to return. I shipped to Excel Industries / Excel Arms for warranty repair, who received the firearm on November 5, 2019. I received a confirmation email that they received my firearm on November 21, an that their normal turnaround is 4-6 weeks. After four months I finally received a response on March 12, 2020 that Excel Industries will replace my pistol with a new pistol around the last week of March / first week of April. This was the last communication I received.
Today is April 29, 2020, almost 6 months have passed, and the company has not returned any of my phone calls or emails. They still have my firearm, and I have not received anything to date.
In response to complaint by Customer *** who sent in a used firearm with complaint firing pin does not seem to be striking the bullet hard enough. There was no warranty on this firearm however we had decided to replace the pistol with a new one for him. We had advised him on 3/12/2020 that a replacement model was to be manufactured and scheduled to ship to him last week of March or first week of April. Unfortunately due to the COVID-19 crisis that developed immediately thereafter, as well as we are experiencing some delays and are listening to
the CDC and local government organizations while prioritizing the safety and
well being of our employees. We will do our absolute best to get the new replacement firearm sent off to the customer by the end of May 2020.The customer also states in his complaints that he has not received any returned calls or emails.. This statement is not true as I have corresponded to him in at least 6 emails of which I have records and I have returned several telephone calls to him from the time he requested to get a return authorization and send his pistol in for repair. to my call to him on 3/12/20 where I advised him of the pistol replacement. I have advised him on at least two occasions that when he calls he must leave a message if we are unable to pick up his call as voicemail is in place for this reason. Currently with the crisis going on we are not able to respond back by phone or email as quickly as we would like, as we follow the orders and restrictions placed upon us at this time.
In these challenging times.we appreciate everyone's understanding and patience and will advise the customer as soon as we have information available for him regarding the shipment.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.I just want my firearm to be sent to me as promised. I understand COVID-19 has impacted businesses, but it is very frustrating when Excel Industries has not returned any calls or emails for six weeks. I am not stating *** never responded to my calls and emails. There have been probably a dozen between October 10, 2019 and March 13, 2020.What I did try to explain is that the last response I received from *** was on March 13. I emailed April 7 requesting an update, and over the next two weeks made a several more attempts to call and email through April 20 with no response.I will accept a shipment of the firearm scheduled for late May.Thank you
In January of 2019 I sent my Accu-Tek 380 Firearm in to be prepared or replaced based on the company's recommendation and warranty information on their website. In addition to sending in my firearm I was also told to send in a check/money order for $65 to cover the cost of the return shipping. I have reached out to this company on multiple occasions and have not gotten any follow-up feedback on when my firearm will be returned either repaired or replaced. However, the company has already cashed my $65 check and refuses to answer any of my emails or phone calls regarding when I will be getting my firearm returned.
We have return shipped the firearm to the customer. We apologize for the delay. Since it is a firearm It will require an adult signature upon receipt. The customer has been notified by email about the shipment and provided the tracking number.
This business is terrible..........unresponsive.......Same issues as Anthony G.......my issue stated back in February 2019 and still no resolution and they still have my pistol.
Bought a pistol from them several years ago. To my thinking, it was pure garbage. I returned it to them for 'repair' but it never did work correctly. Then, (Shame on me), I bought another (same model pistol) from them in October, 2018 thinking that surely their product was improved. Had to return the pistol for repairs in OCTOBER, 2018, (unusable from the box). Had to continually follow-up as they never contacted me with update information. In MARCH, 2019 I had still not received my repaired pistol. Following up (again) the company rep stated that they would not be shipping MY pistol but that they were making a new one. I filed with DOJ to drop the original pistol from my ownership. Excel rep stated '3 - 4 weeks' more for the new pistol. After EIGHT weeks more I once again contacted them. I informed the rep that I would like either a check or the pistol by June 31, 2019 and that I actually would prefer a check. I was informed on May 16, 2019 that the pistol would be shipping 'the end of next week' which would have been May 23, 2019 since the company is closed each Fri,Sat,Sun. Today is June 3,2019 with still no word from Excel. (In MY opinion) this company manufactures a useless product (22 mag, semi-auto pistol) and does not understand the concept of 'customer service' at all. Very frustrated at this point.
I purchased item from budsgunshop. Com they get them they don't open them they get them from excel arms and sells them and I bought it for 465 august 4th 2018 I received the item bought 2 boxes of browning 22 long range 40 grain bullets I went home I shoot it ever since I shoot it first clip bullet explodes in chamber I thought maybe it was just one of those things I kept shooting reloaded clip it did it again so I contacted them and told them the problem they let me send it back to them I filled out the limited warranty card that came with it sent it to excellent arms I sent it to them at the end of august they told me the turn around time would be 4 to 6 weeks well I did not receive it for bouts 3 months right before December they sent it back with a letter stating they cleaned it and it was extremely dirty comom since bullets blew up in it so of course it is going to be dirty I had 3 witness that will say what happened anyway they claim they cleaned it and shoot 50 bullets and had no problem well it is certainly a problem they sent it back to me I got it out tried to shoot it and it would not shoot at all unless I put clip in cocked it pull trigger click pull clip out cocked it again shoot it shoots repeat over and over finally they shoot a few with clip in it then jam shoot it a few time jam shoot some more boom bullet blows up in gun well when they sent the rifle back to me after the first time I received it the scoop was broke so I contacted them and they exchanged the scoop get the new scoop the new scoop it broke it is striped at the end where the rectical is attached to.. so their is no way they had no problem anytime I loaded the clip either bullets jam up in it or the bullet blows out the gun powder blows out the side all I wanted was either a new gun same thing in new condition as I paid for full price they also gave me the exact same clip didn't even exchange it out either I have messaged them and said it still does it and scoop is broke no response they are not helping please help
Please find attached my correspondent to *** by email on several occasions, with most recent email dated 3/23/19 today. He had a complaint about rifle not working. And his *** he claims was broken after receiving it back from rifle getting repaired. 1. Re *** See attached documents 2 page email dated 3/22/19 and warranty form from Aim Sports Inc.We Excel took care of freight both ways and requested our supplier Aim Sports Inc replace the *** at no charge for the customer who says it got broken in shipping. Excel sent out a new *** on 3/5/19. *** advised us the replacement *** was broken and now wants to return the rifle, and *** for a new rifle and *** or a refund. We contacted Aim Sports Inc,, whom have a warranty policy in place and on 3/22/19 have referred *** to Aim Sports Inc for any further assistance, which we should have done the first time around, instead of offering this courtesy to our customer.2. *** first asked for a refund after we sent him a return ship label. We advised him he would need to return the firearm to whomever he purchased it from in an email on 1/15/19. He later said he would send it to us to service. Upon inspection of rifle Excel found it to be extremely dirty. We cleaned the rifle and shot 50 rounds through it with no malfunctions or case ruptures as he stated he was having. The Rifle was returned to him along with a copy of the invoice, ( attached # ***). Upon return to him he stated in email he was still having same problem, We advised him perhaps his case rupture was from either the gun being extremely dirty, or inferior ammo, or he was holding on to the magazine? He wrote back in an email 1-17-19 that he figured out the problem. Now he states its not working again. (email dated 1/15/19 along with refund request information.)3. We have once again provided a return authorization to *** to send the rifle to us should he decide to. He must take care of shipping both ways. We emailed him a return authorization form and number and return instructions. Excel has advised *** if he wanted a refund he will have to contact whomever he purchased the firearm from. Attached for the file is correspondence, invoice for repair and email history where *** stated he found out what is was doing. We don't know what this might be. Copy of email to *** regarding *** and Aim sports email and warranty form. (email dated 3/23/19 attached)In *** Revdex.com complaint he consistently writes scoop. We do not sell scoops. I'm sure he means ***, for the record. He also asks again in Revdex.com complaint for a refund. You will find a copy of the email dated.1/15/19 where Excel clearly tells him "if you want a refund you will need to contact whomever you bought the firearm from"At this point its up to the customer *** to either send the firearm to us, if he wants us to look at the rifle, and to contact Aim Sports Inc, for his *** issue.Excel has not ignored the issue with this customer and has lots of documentation to prove this, as well as the many phone calls made to him by our office.Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a accelerator 22 wmr manufactured by excel arms. The first time I tried to fire the rifle it jammed. Contacted the company and *** sent me the information to send it back for repairs under "warranty" along with a check for return shipping on this gun they know is defective. That was November of 2017. I have left dozens of phone messages,emails trying to find out what has happened to this gun that is registered in my name. After doing some research on the internet I have found that this same scenario has happened to several people.And that they have never had their guns returned. What is going on with this company?
In response to the letter for Customer Complaint
regarding Mr. ***, We have in our possession the Rifle he sent in for repair,
which we received on 12/6/17. Excel Arms Rifle, We have sent a letter and email to Mr. ***, requesting he advise us of his choice, please see below.
The letter to Mr. advised him of the following:
We are contacting you to follow up on the rifle you sent
in for repair S/N ***
We would like to apologize to you for the lack of
communication and the delay in getting your rifle repaired and returned to you.
The rifle is in need of parts for the repair which have
not been in stock, which is the reason for the delay in getting the firearm
returned repaired to you. The parts are
expected to be available in 60-75 days. At
that time we can make the repairs and return the firearm to you.
We can replace the firearm with a new rifle if you would
prefer, however the delivery on that new firearm is the same timeframe. If a new firearm is chosen it will need to be
shipped to a FFL gun dealer near you Mr., for a firearms transfer. You will need to advise us of this FFL
Dealer and we will contact them to get the necessary paperwork for the
transaction. There will be no additional
fees on our end for a firearms transfer to the dealer. We suggest you check with the FFL gun dealer
as they sometimes require fees to be paid for this service. Please let us know your choice, so we can get this issue
resolved, as we would like for you to be one of our many happy customers.
We are awaiting his reply.
Thank you - *** G.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I want the company to send me a new rifle.
I am rejecting this response because:
Originally filed a complaint against Excel industries on 9/28/18 ID#*** the company said they were going to send me a new rifle by 1/25/19 then I received another reply on1/25/19 that the company was going to refund me for the rifle in the amount of 547.00 and that I would receive payment by thirty days. It has now been two months and no payment and no reply of emails sent to *** G.
The refund check has been issued. Check # 2330 to the customer. Once the customer receives the check and cashes the check we will consider the complaint closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. After trying for eighteen months to get this gun manufacturer to repair, replace or refund this rifle it took contacting the Revdex.com, California attorney general, and the ATF to get them to refund the rifle.
Over a year ago, April of 2017, I sent a customers firearm back to them for repair. They told me they had no stocks at the time to repair it, the last time I talked to anyone was in Feb of 2018. Sense then no one has gotten back to me, I have called about every week or filled out the online form. I have asked them to send the firearm back but no response at all not even a we are working on it.
Sorry for my delay. I need a few more days to respond to the complaint if possible. I will respond to the complaint by 7/7/18.THANK YOU in advance.K
In researching this request, we found no rifle sent in in cal 5.7 x 28 mm, by customer of the complaint, as stated in the complaint. No serial number was provided in the complaint. All of our records are by serial number. We did however by reviewing our records show we did receive in a rifle from *** in caliber .22 WMR. Since receipt of the firearm, I have responded to Marks phone calls and emails, I have email records showing several times where I tried to return his call it rang to a fax, and noted this in the follow up email to him.. I responded to his email dated 4/23/18 advising him we still had no stocks, and as soon as we had them available we will be sending him a rifle as the one he sent in had a broken stock. I sent *** an email on 7/2/18 requesting a current signed copy of his Federal Firearms License, as this in required to ship him a firearm. He promptly sent it to me. We do not run every firearm line all of the time, therefore the stock item that we have been out of for some time have just become available. This rifle return is top priority and will be shipped with a new stock to the customer on or before 8-2-18, possibly sooner. We apologize for the lengthy delay this has taken, and will have it resolved in the next couple of weeks as stated herewith. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12909661, and find that this resolution is satisfactory to me. But only if they do return the rifle by the time specified. I goofed on the caliber, and I have a few times they did send some type response, only once did they say it went to fax, but not as many times as stated. I also ask then to return it unfixed since the start of the year and got nothing about that. Truely I didn't get any action till I got you involved. I will close this out when the rifle is back in my hands. I will never sell there products again due to the terrible customer service. I can not truly believe that they couldn't get a stock for repair in over one year. Mark Micoley