Sales Warning! Neutronics (Neu Motors / NeuEnergy)

[xcntrk]

As an advocate of customer satisfaction, fair business practices, and consumer-rights; I have an ongoing dispute with a popular business in this community and thought it my duty to share this feedback for future consumers to heed.

This issue and experience is with Neutronics, popular manufacture of NeuEnergy batteries and Neu BL Motors, regarding a purchase that was submitted via their business sales front-end (i.e. direct purchase / web-store). The bottom line is I sent money to this business for a tangible product that I’ve not received, have since requested a full-refund, and to this date have received NO reimbursement.

Their unacceptable business practices surround an inadequate web-store that has no indication of product availability, simply an “Add to Cart” Paypal purchase option despite whether the product is IN or OUT of stock, or entirely unavailable. Also their inexcusable customer service & communication practices are also to blame. Only after weeks of not receiving the “ordered” product, and after repeated (unanswered) inquiries with customer service, was it finally conveyed the product I ordered was not available.

As of this writing, Neutronics has $190 dollars of my money originally submitted for a product I have not received, and has yet to return any funds. After many attempts in communication, I was previously informed they would issue a refund. It’s been days since that communication and no refund has been submitted!

They’ve jerked me around for over a month now, have never processed any order for me (nor shipped anything), yet continue to keep the funds I’ve previously submitted. How can a business, especially one in the US, continue to operate in this fashion? I don’t care if I’m the biggest Ahole on this planet; the fact of the matter is they’re a private business offering products to public consumers with their own direct sales (all dealers aside). It is unacceptable for this business to accept consumer funds for products they can’t deliver, then not return the funds for goods not rendered! If these actions were premeditated, it would be a clear case of Fraud!

I’m the victim of this company’s deceptive and unfair business practices. I have since opened a dispute with the Paypal resolution center in an attempt to obtain a return in funds. Depending on this outcome, I also intend to file a complaint with the Better Business Bureau of San Diego, the Federal Trade Commission (FTC) Bureau of Consumer Protection, and Office of the Attorney General - State of California.

Caveat Emptor!

Disclaimer: These views are my experience as a first (and last) time consumer with Neutronics direct public sales. We all know this company manufactures some very high quality products that should not be confused with their public sales business practices. In my opinion this business should forgo their direct-consumer sales and only operate as a dealer merchant; as it’s clear they cannot offer the same caliber of direct-consumer customer service their superior products warrant. I would strongly encourage any Neu products be purchased through a reputable dealer such as RC-Monster. Let poor Mike deal with Neutronics directly.

[Serum]

I just contacted Neu about this, ( i spoke to Steve Neu) and forwarded this thread to him, so they can help you out. Since they are a reliable and well known business, i expect them to help you out.

This is the first issue that i heard from them, so i am sure there is an explanation for this.

I can understand your frustration, but when this is settled, i will close this thread, and probably delete it, i hope you understand my point of view.

[Arct1k]

Serum - Very impressed - total RCM service - All the best

[bdebde]

They do have trouble with communication I think; they fail to tell you that something is not in stock. I waited two weeks on a battery order then contacted them via email, was told they were out of stock and it would be another week before in stock. I did get the ship notice three or four days later though.

[xcntrk]

Originally Posted by Serum

I just contacted Neu about this, ( i spoke to Steve Neu) and forwarded this thread to him, so they can help you out. Since they are a reliable and well known business, i expect them to help you out.

Thank you for the assistance; I too want nothing more then a prompt resolution.

Believe me I intend no harm to Neu’s business reputation, but their behavior throughout my entire transaction has been terribly aggravating and unacceptable (to my standards). All I tried to do was purchase a NeuEnergy lipo battery directly and for whatever reason have been subjected to this whole fiasco of unavailable stock, poor communication, and unwillingness to refund.

I’ve already taken my business elsewhere and purchased a PolyQuest from Mike. I guess I should have made my Neu purchase through RCM to begin with. I have a philosophy of spreading my money around to the various pioneers of the industry explaining the direct purchase.

[xcntrk]

Thank you RCM.

Neutronics has issued me a full refund! In the refund and response from their sales department; I didn’t even get an apology.

Thank you for the run-around Neutronics!

[lincpimp]

The squeaky wheel gets the grease! Glad that it worked out for you.

[Serum]

Guys;

With all respect; i suggest you to get one day with Mike to see what the RC business is like.

You will notice that a day is about answering hundreds of emails, about 30-50 phone-calls and about developing and producing parts. Packing stuff, special customer requests etc. It's hectic, that's all i can say;

Combine that with some other factors that can happen; illness, a bad day in general or other personal issues. it's not a reason to ignore customers, but it might explain why somethings some things simple take time.

I don't know what happened here, perhaps a package got lost, but was not insured? i 'don't know, i can't tell from here.

The reason why i wanted to delete this thread is because you basically advise people to avoid Neu.

[supralover72]

Same thing happened to me but I got my credit for the same amount of money, 190 bucks, for the same reason, so I'm sure they're trying.

[bdebde]

Originally Posted by bdebde

They do have trouble with communication I think; they fail to tell you that something is not in stock. I waited two weeks on a battery order then contacted them via email, was told they were out of stock and it would be another week before in stock. I did get the ship notice three or four days later though.

Stock status in the web store or at least notification when something is out of stock would be nice. I have seen others here with long wait times on Neu batteries. However my second order from them was filled within days.

[mkrusedc]

I have come across the same thing with a different RC web based reputable buisness. It turned out to be a communication problem. Honestly, it was my impatience that was partialy to blame. I think Mike's incedible reponsiveness has spoiled us.

Rene you also helped me solve that problem and I appreciate it.