ComplaintsforComplete Hunter's Outlet

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi My name ***** ********* I had SS (ten point service dealer) Springville NY fix my crossbow(10/15/24) a siege 410 still under warranty! Which it should be for over $1800 purchase price. The bow cocker exploded while decocking. It was about 1/2 way decocked. SS Taxidermy contacted TenPoint about warranty coverage, which you (Ten Point) denied. Staying I over cocked it. I disagree with your decission! It makes a loud click when cocking letting you know the trigger assembly is locked in place. I never overcocked it! ALSO IT EXPLODED WHEN 1/2 WAY DECOCKED( NOT DURING COCKING) This is a serious safety issue due to a defective part/cocking device. As I don't agree with your decision I will be forwarding this issue to your local Attorney Generals office,BBB and consumer reports. It's not the money, it's your dishonesty that has my attention. I will add that after researching the Siege 410, the first years of production had some issues. This isn't a isolated issue and this isn't my first crossbow.

  

  Business response

  10/24/2024

  Customer: **** ********
  

  Bow: 2021 Siege 410
  

  Serial  number:  *******
  

  Bow was shot here at TenPoint on 4/29/21 and shot 428 fps and operated as designed.
  

  The bow was originally sold to Lancaster Archery supply on 4/29/2021
  

  The bow was never registered by *** ********* Because of that lack of registration, technically there is no warranty on the bow.
  

  Text from our Owner’s Manual and on the website registration page:
  This warranty only becomes effective if activated by the purchaser within 30-days of the purchase date by completing the warranty registration online. TenPoint Crossbow Technologies reserves the right, at their sole discretion, to accept proof of purchase in lieu of a complete warranty registration.
  
  Call log from 9/28/22: Call logs states that the customer had an issue while sighting in the bow and the string broke and he took the bow to a dealer. The dealer deemed the issue to be a partial dry fire, which is where the bow does not transfer enough energy from the bow into the arrow on the shot, and the excess energy left in the bow can cause damage to the string, cables, possibly cams and other parts on the bow. Partial dry fires are usually caused by misloading the arrow, or shooting a damaged arrow.
  
  Call log from 10/14/24: Customer apparently had a cocking/decocking issue with the bow and took it to a TenPoint Service Center. The Service Center decided the issue was not a warranty issue and charged the customer for the repair. The diagnoses was that the bow was over cocked, thus causing the damage that ended up creating the cocking/decocking issue for the customer.
  
  Call log from 10/23/24: Customer called and threatened to call the Attorney General, the BBB and whoever else on TenPoint because his warranty was denied at the Service Center. The customer did not want to send the bow in for TenPoint to inspect. The customer kept repeating himself and the call was eventually terminated telling him to have a good day.
  
  The bow did not come back to TenPoint in either instance. The ACUSlide unit on his bow is in thousands of bows of different models and works very well in all of those models. The cocking unit is tested manually before it goes into the bow and then again when the bow is test fired at the end of the assembly line, in this case on 4/29/2021.
  
  The customer used the bow for several years without issues from the cocking mechanism, as far as TenPoint is aware. Our Service Centers are trained on how to repair and maintain TenPoint products as well as thing to look for that may cause damage to the bow that are user error. When a bow does not come to TenPoint, we use the Service Center to decide if an issue is covered under warranty or not. When the customer called TenPoint on 10/23/24, the customer did NOT want to send the bow in for TenPoint to inspect.

  Customer response

  10/25/2024

   I am rejecting this response because: I have attached my response. I also attached a few reviews as proof this isn't a isolated issue.  
  
  
  

  

  Business response

  10/25/2024

  I apologize for the typo on ***** ********** name
  
  The bow was sold by TenPoint, to Lancaster Archery Supply, a distributor, on 4/29/21. We have no way to tell when it was sold by Lancaster to the shop he purchased it from.
  The customer again states that he will not send the bow in. He also states that the bow is working, and he is using it. TenPoint does not issue refunds or replacement products, but we are still happy to get the bow in and go over it, if he is concerned.
  The customer also states that “Upon DECOCKING the bow it exploded/fired(safety issue?) Luckily I had removed the arrow prior to decocking.”
  You ALWAYS unload it to decock it, per the instructions and manuals.
  
  TenPoint is happy to get the bow back in at the end of the season and review the bow. The customer just needs to contact us when he is ready to send it in and TenPoint will issue a return ship label, so there is no shipping cost for the customer. For clarification, TenPoint will not be issuing a credit or refund.

  Customer response

  10/25/2024

  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. At the end of the NY hunting season. I will contact Tenpoint and ship them the bow so they may go over it. I appreciate this offer from TenPoint. I look forward to contacting you in a few weeks. Who should I contact to send this back? 

  Thanks to all parties ***** ******** ************

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *********** **** crossbow 9/2023 from BassPro in Harrisburg pa. It was on sale $499.00 regular price was $799.00. After only 12 shots the left cable serving wore through and tour. I contacted (TenPoint) and they recomended repair at Tenpoint Authorized repair shop. I took the bow for repairs and had to leave it at the shop. A week later I shot it and after just 9 shots the serving on the same cable tour again. I contacted Tenpoint again and they said there could be a problem for this to happen. They again recommend repairs at authorized repair shop. The shop BaseCamp Outfiffers in newport pa looked at the bow and reserved it again. Again I had to leave the bow at the shop. A week later I picked up the bow. I shot 10 arrows and serving tour again. I took it back to the shop and this time they found a Crack in the left limb. The same side the serving was Wearing out. The pro shop kept the bow. I called them a week later and they said TenPoint was sending new limbs and cables but it would be a couple weeks total for repairs. When I picked up the bow the technicians handed the bow to me stock first to inspect repairs. When I got home and inspected it further I noticed they didn't put any twist in the cables there was a small scratch on the limb pocket and a little dent in the cam. I contacted Tenpoint for advice and they recomended sending the bow to them for inspection. When I disassembled the bow to send it back I found the shop stripped the mounting bolt to the stock. Tenpoint put twists in cables fixed bolt but told me I would have to get compensation for damage from repair shop. ( Gift card etc). When I got it back I shot 3 arrows and put it away. I just shot it and after 12 or so arrows the same serving tour again. I contacted Tenpoint and they said go online fill out a RA form and after they Authorized it they would send a RA to print. 24 hours and no form. Called they sent form. $40 to repair serving not one day of hunting with this bow last year.

  Customer response

  09/09/2024

  Last phone call to Tenpoint the woman thought she had hung up but phone was still connected. I heard her sign and say I hate dealing with people like that. She said I knew as soon as he started talking he was going to be a problem. Then she hung up. 

  

  Business response

  10/14/2024

  Given the repeated issues that **** *********** has had with his bow, some of which were at the dealer, TenPoint will replace it with a Commander with Acudraw. We do show an open RA from  when he called in and we show no receipt of his bow at this time. His RA number is ******. The Commander is a newer version of the bow he has. He still needs to send his bow in on the RA that he has.

   

  Thanks,
  *****

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 12/12/2023 Bought for: 1349.98 Ten point Turbo S1 serial number: ********** I bought a brand new crossbow from bass pro shops in Sun Prairie WI. When I got it home and attempted to site in the crossbow per manufacturer’s instructions the bolt shredded and so did my cables and string. I took the bow back to Bass Pro Shops and their archery expert took a look at it and within seconds pointed out the issue was from the manufacturer and the cams were not timed correctly. He informed me ten point is very difficult to deal with and he would personally call them on my behalf. They ended up sending the bow back to the manufacturer. Ten point emailed a a repair bill for a brand new product that they sold defectively. The bill was 145 dollars that I refuse to pay. I called their customer service back and they refuse to take responsibility and hung the phone up on me twice. All I want is my bow back and repaired like it should have been when bought new.

  

  Business response

  03/25/2024

  The consumer is in error as this complaint is not about our company. We are a business development center(contact center/call center) in Plain City, OH.  This person's complaint is about a company that sells crossbows. We have nothing to do with selling crossbows. He has filed a complaint on the wrong company. Our website is www.tenpointcomplete.com -you will see we have nothing to do with this. 

  **** ****

  Partner

  

  Business response

  04/24/2024

  Repair request issued on 2/2/24 from Bass Pro. Below is the information on the request:

  Little information received about the event. Cams have signs of impact marks and the string serving is severed. Several different situations happening. 
  I will have to charge for string and cables on this repair due to them being a wear item and not covered under the tenpoint limited warranty. I will cover the other material cost.
  The tech will test the crossbow after the repairs.

  Tech assessment of the bow on 2/16/24:

  Little information received about the event. Cams have signs of impact marks and the string serving is severed. Several different situations happening. 
  I will have to charge for string and cables on this repair due to them being a wear item and not covered under the tenpoint limited warranty. I will cover the other material cost.
  The tech will test the crossbow after the repairs.

  We reached out to the consumer via email on 2/16/24 and 2/28/24. We then reached out via phone call on 3/11/24 and 3/13/24 and left voicemails both times. The customer called back on 3/13 and let us know he was not going to pay for the repair and he would file in small claims.

  I have attached photos of the left cam, the left limb, and the string and cables. The photos of the left cam show damage consistent with an impact with an object during the shot cycle. The damage to the string matches up to the damage on the cam when the bow is in the cocked position, again, suggesting the damage occurred from an impact during the shot cycle. There is also a rub mark on the outside edge of the left limb. The cause of this is unknow and has no impact on the bows current condition. It could have happened during the shot cycle that caused the issue with the string.

  The repair cost to the customer of $144.54 is for the string, cables, return freight  and tax. String and cables are a wear item and are not covered under warranty. Even though the damage to the cam shows signs of user error, TenPoint was willing to pay the cost of the cam, $100 plus the $35 labor charge for a total of $135.  

  We are awaiting payment from the consumer to make the repairs. Once the repairs are made, the bow will function as new.

   

  Please let me know if you have any other questions.

  Sincerely

  ***** ****

  ***************************

  Customer response

  05/03/2024

   I am rejecting this response because:
  
  The bow was obviously out of time from the factory i only drew the bow back one time, according to the manufacturer’s specifications and tried to sight in according to the manufacturers specifications. 
  

  it’s a 1400 dollar bow and is unacceptable to be sold in this condition. All damages that this bow has is due to the cam being out of time from factory.

  

  Business response

  05/10/2024

  Tenpoint's Authorized Technician determined that the manufacture warranty would not cover this repair due to the fact that there was no manufacture defect failure found. The damage that occurred to the bow was caused by actions that are not covered under the standard manufacture warranty. 

  The cams have clear impact marks on them where the cams came into contact with an object. The serving of the string was severed as well.  

  As a courtesy, we did not charge for the new cams, even though they were clearly damaged due to an impact, which is not a manufacture defect.  We also waived labor and service fees as a courtesy. The only charges were for a new string and cable set, as string and cables are never covered under warranty.  They are wear items and have always had a charge for them.  This is stated in the owner's manual, assembly instructions, on our website.  

  Repair costs are: $112.00 for the string and cables, $25 for return shipping (we do not cover shipping if it is not a repair covered by warranty), and $11.60 for sales tax.  Total is $148.00.

  Again, Tenpoint waived $140 for the cams and $85 for the labor, saving the customer $225.00. 

   

   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased a tenpoint ‘certified pre-owned’ cross bow. I was extremely disappointed when I received the bow as it had not only ‘cosmetic’ corrosion as explained online, but also had broken contents. The ratchet was cracked, there were multiple stripped bolts, and a sticky substance all over the bow. Upon receipt, I called customer service and returned the item in question within the qualified time period. Customer service provided me an RMA # for return. I explained that I planned to purchase a new bow since the certified one was in such POOR condition. I returned the item and received confirmation that they received it. Now they are telling me it will take + 8 weeks to process my refund even though they received the return. Complete ********* Why the **** would I float the cost of two bows for +8 weeks? What in the literal ****? Even ******* company’s don’t do this. TenPoint should know better than this! I don’t have my merchandise and I don’t have my money… this is wrong!!!

  Customer response

  03/28/2024

  [[BBB transcription via phone call]]

   

  The matter has been resolved. Consumer has received a refund. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new bow from them on October 25, 2023, and when it came in, I put things together Per instructions and first time shooting this one it came all apart I have used their cross bows before so i do know what i am doing I paid 4,659.99 for this new bow because it's supposed to be one of their best bows available. So, i called and stay on hold for almost an hour and finally get someone to send me a shipping label to send it back. I sent it back that very day November 2 2023.and they got it on November 6th, 2023. I had my wife call them on November 7th, 2023, and she stayed on hold for over a hour and they told her that just because it's there don't mean that it has been looked or unpacked yet and that things are slow in the back unpacking returns and that they would be in touch with me soon as they look at it so i called today November 14th 2023 and i stay on hold another hour or more and they tell me pretty much the same thing they told my wife so my bow season has been ruined by these people and i feel like that they should have just sent me a new bow to replace the one that came apart there customer serves is horrible and that they need to do better especially after me spending so much money on their product they have not tried to call me or email me about this matter at all .

  

  Business response

  11/15/2023

  As this is hunting season for all of the ****** ******, our call volumes are much higher between September through December.  We are a small company and customer service has 5 representatives at this time. Due to staffing challenges most companies are experiencing in ****, we are always looking to add more staff members, but this has proven to be difficult.  The combination of those constraints and it being busy season has extended our hold times, unfortunately.  

  The customer's tracking states his bow arrived at our facility on 11/6/23.  However, we have to "receive" the bow into our system, which is the first step in the repair process.  Given the above extenuating circumstances, receiving times are prolonged at this time.  I did check the RA today, and it shows the bow was received into our system on 11/14.  The customer was sent an email yesterday letting him know his bow was received.  The customer has been instructed to continually check his junk/spam folder in the chance our emails are not going to his inbox. 

  The next step in the process is for an assessment tech to inspect the bow to determine what repairs and parts are needed.  It will be a few days before the assessment occurs but once that has been completed, the customer will receive another email letting him know what repairs need to be done.  There will be a phone number and extension to call in with approval of repairs and to ask any questions he may have.  

  Once the customer calls in for approval, the bow will go to the repair tech, who will perform the actual repairs.  Once that is complete, the bow will go on to be shipped and the customer will receive an email with tracking once it does.   Customer was informed on 10/26/23 when he called in that our complete turnaround time after the bow is received into our system is up to 21 days before it ships out.  

  Customer response

  11/16/2023

   I am rejecting this response because: this was a new bow and its being treated like it's a older one, I Feel like being that it was a new purchase that at least they should have pushed this one towards the front to be repaired or sent me a new one. but instead, it just lingers along. I do understand that it's a busy time of year, but I also feel like it's being treated like it's not important to them especially being that it was a new purchase. I had not received any emails or phone calls from them until after I raised a red flag with the BBB. they either need to fix it or send me a new one.
  
  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about Compliant Ten point crossbow technology’s there adress on the costumer service is the same as the dress from the business above. I reached out to the company about a missing part that was supposed to be with my bow. I have filled out the warranty for the bow and there are refusing to send the missing part to me. I bought the cross bow still in the sealed box fro there manufacturer at a local Now shop. After putting the bow together I noticed the ACUdraw system that was supposed to be with the bow wasn’t there. I contacted them and they stated if the shop didn’t have one to exchange to which they don’t then I’d have to have it sent back And pay for the missing part that was supposed to be on there in the first place. Then they want me To pay for their tech to put in on and return shipping. This also goes against their warranty policy. I have sent them all the photos they have asked for and now will not return my emails. I am not the only customer who has been having problems with this company. If you could please assist me that would be great. Have a wonderful day. Thank you for your time.

  

  Business response

  09/13/2023

  This bow was made 9/1/2022 and left our facility on that date and was shipped to ******* *******.  Customer registered the bow, stating his date of purchase was 8/26/2023.  We have not had possession of this bow since 9/1/2022.  This bow left our facility as a complete package, with an acudraw decock unit installed in the stock, as indicated upon passing our QC inspection before shipping out.  

  The dealer received this bow on 9/8/2022.  Tenpoint policy is if there is a discrepancy of any product a dealer/customer has 10 days to report that to us.  We never received any communication from the dealer stating anything was missing from the bow package.  

  Given that our history of the bow, while in our facility, shows it left here as a complete bow with a cocking device installed, and that the dealer never reported any discrepancies with it in the 1 year they have had it, and also given the fact that the customer has a responsibility to inspect the bow package in the store before taking possession of it, we instructed the customer that the burden to provide a decock unit would be on the dealer.  We also explained to the customer that a decock unit is installed during production only and is not a unit we sell to retail customers, as this is not a unit they have the ability to install themselves.  

  As the bow left our facility complete, TenPoint will not be providing another unit for this bow.  We told the customer to contact the dealer for a new unit or a return.  We have responded to all correspondence the customer has sent us. 

  Customer response

  09/14/2023

  [BBB transcription via email]

   

  Hello I am respond to the response sent to my from by ten point bows. I explained to them the box was never opened from their factory to the bow shop it was sealed. Then never mentioned a date it was sent to the shop nor when it left there wear-house. I have the emails that have been sent back and forth from them. They also do sale the ACU-Draw system on their web page to customers. If you would like I can forward the email from their customer service. They also told me to leave a review and I didn’t and now since it was a negative review they are saying I am violating their review policy. I can also forward that email upon your request.
  

  
  

  
  

  
  

  

  Business response

  09/19/2023

  This is the Raider 400 Decock bow that the customer purchased:  *************************************************************

  The cocking device in this bow model is not the same cocking device as a regular acudraw: *****************************************************************  

  We do sell the regular acudraw unit to consumers.  We do not sell the acudraw decock unit to consumers.  

  Our return policy is posted on our website:  ************************************************ 

  It is also in our owners manuals.  It is the customers responsibility to educate themselves on our publicly posted policies. 

  He was instructed by Tenpoint to contact the dealer, as he purchased the bow directly from them and that is where the financial transaction occurred.  The dealer declined to take the bow back or swap it out for the customer.  In our experience, dealers will often say they don't open the packages.  That is their choice, we cannot make them.  However, our dealers know, or should know, our return policy and the 10 days they have to report a discrepancy.  This is printed on every dealer invoice and pack slip, which comes with every shipment they receive from us. 

  It was already explained to the customer that the bow package was complete and that Tenpoint is not going to send out or install another unit in the bow.  If the customer would like send the bow into us to have a unit installed, we can create a workorder for him to send the bow in.

  This will involve costs for the customer for: shipping in, the unit, labor, return shipping.  We have already offered this option to the customer and suggested he have the dealer send it in to have that done.  Customer declined that option. 

  

  Business response

  09/19/2023

  Please click ****************************************************************************************  to see all the cocking devices we sell to retail consumers.  The de-cock unit is not one of them, which is why it is not advertised on our website.  

   

  

  Business response

  09/19/2023

  After communicating with the dealer, they did offer to give the customer a refund. However, since the bow was on sale, the customer declined a refund as he did not want to purchase a new package through them at the regular price as the sale was over.  Customer did not offer to provide sale price on a new purchase as they did not have anymore raider 400 decock bow packages in stock. 

  Customer response

  09/25/2023

  [BBB transcription via email]

   

  The never said any thing about a refund at all. They said take the bow back and swap it out. The shop doesn’t have any more. Then they said to have to shop call them to have the bow shipped and that I’d have to pay for the parts that were missing and the tech fee and return shipping on something that they never attached to the bow. I asked my bow shop and they said it’s a manufacture  issue not there’s due to the pet not being in the sealed box. I told them this in the first message. They also haven’t got back with me. I sent 2 email before contacting you. Here are the msged and responses I have gotten back from them. 
  
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased TenPoint Titan M1 Crossbow Package with ACUdraw on 10/26/2022. I have had trouble with sent it in to be fixed has not been resolved.

  

  Business response

  03/13/2023

  Mr. ****** placed a bad review of his product around 12/20/22. TenPoint reached out to Mr. ****** to get more details about his bad experience with the product. The bow was purchased at a *******s store, so TenPoint advised Mr. ****** to work with them on getting the bow repaired.

  TenPoint got a return request from ******'s for Mr. ****** on 1/4/23.  The bow arrived at TenPoint on 1/10/23.

  The bow was assessed and fixed and sent back to TenPoint on 1/26/23.

  TenPoint received another complaint from Mr ****** on 3/2/23 that he did not think the repair had been done correctly and that he was reaching out to the BBB. The bow was still at ******'s so TenPoint reached out to the store archery tech and he felt the bow was operating correctly and saw no issue. They also sent TenPoint a video to verify.  Mr. ****** was adamant the bow was not correct, so TenPoint is bringing the bow back again for the manager to review and verify it is in good working order. As of 3/13/23, the bow has not been arrived back to verify the original repair was correct.

  Mr. ****** has been given good communication from TenPoint and has been emailed about his concern in at least 12 emails since December. TenPoint expects the bow to arrive any day and will expedite checking the bow when it arrives.

   

  Sincerely,

  ***** ****

  TenPoint Crossbow Technologies. 

  Customer response

  03/14/2023

   I am rejecting this response because:
  
  I have been dealing with this since was bought in Oct 2022 would like a refund to buy something else more dependable. I have my old Defender cross bow and the limbs are tight to the stock. I also had a response from them saying no matter what I am stuck with it. They have a return policy they are not honoring

  

  Business response

  03/15/2023

  The bow was repaired here back in January and the repair was done correctly and sent back to ******'s at the end of January. The customer had the opportunity to take the bow then,but did not. As I mentioned in my previous letter, I offered to bring the bow back to verify everything is correct. The bow arrived here, and it was inspected by our warranty manager and me. The bow is performing as it should, no issues. We are going to shoot the bow and send the target back to ******'s as proof of accuracy for the customer.

  The Customer has spoken to our team members and emailed me with some very off-color comments, which I don't appreciate, but we have continued to be very professional with him despite that. 

  The bow will be shipped back to ******'s tomorrow, 3/16/23. The bow was purchased through ******'s, so if the customer is looking for a return, that is a conversation he needs to have with ******'s, not TenPoint. We have honored our warranty in fixing the bow as needed, at no charge to the customer. 

  Please let me know if I can be of any other assistance.
  

  Sincerely,
  

  ***** ****

  TenPoint Crossbow Technologies

  Customer response

  03/15/2023

  I have had discussions with 10 point Im stuck with the bow so be it. I guess if a big company has to beat people out of money to stay in business. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March (March 27, 2022), I bought a Tenpoint Crossbow from *************** store. I began using it in November 2022 for archary season. one day at the end of the day, I tried to shot "with a practice arrow", to disengage the crossbow, it would not shoot. I thought the safety was on so I tried to move it and tried to shoot again. it would not release. After a few more attempts the string broke and things went flying. I contact ************************ about the repair. the sales assistant ****** and told me that he could not touch the fire mechanism so he would have to send it to Ten Point. Ten Point stated that the cams were bent so they would replace them on warranty but not the string nor the fire mechanism. ****** called me to state it would cost me about $400 to replace the fire mechanism and string. since the warrant is still in effect and this fire mechanism is the problem plus no one else is allowed to work on it; I'm asking the be fixed on warrant since Ten poiint is the only one who touched the fire mechanism, and it was faulty which is what caused the issue to begin with. The fire mechanism/safety could have been what caused the string to break but at the same time it could have been wear due to the bent cams. which they denied, but only Ten point has looked at the crossbow. I'm asking they repair it free of charge or refund my money in full which is $512.99 plus tax

  

  Business response

  01/10/2023

  We have not responded because she has sent it to the wrong company. We are TenPoint Complete, a market research company for the automotive industry. The company the complaint party is referencing is Tenpoint Crossbow, a manufacturing and sales company based in the hunting and outdoor sports industry. Further, we have never heard of ******************* Store.

  Let me know if you have a question.

  
  

  *****************

  

  Business response

  01/25/2023

  Based on TenPoint tech notes from the repair and other information it was determined damage occurred due to causes outside of the manufacturer warranty. String & cables are not covered by warranty, as stated in our online FAQ as well as owner's manual. However, ************** did provide a discount on parts - cams were no charge. String and cables were discounted as well as labor.  I called the consumer a few times to provide this information but was not able to make contact.  

  Customer response

  01/26/2023

   I am rejecting this response because:
  I spoke to them when they called me at 730am. They called back once and I was not able to answer. It was manufacture problem that caused all the other issues. The cams caused the string and locking mechanism to malfunction. Therefore, regardless of there policies it should be covered also they claimed that the " case was cracked" this I didn't see, so at this point they could have damaged it themselves since they were the only ones allowed to look at the mechanism 
  
  

  

  Business response

  01/27/2023

  I called the consumer twice and received no answer.  Our TenPoint technicians/service centers are trained and have a long experience in determining how damage was sustained and being able to differentiate between manufacturer defect and damage that falls outside of that warranty.  Due to the string breaking at the loop and the cam anchor where the string attaches being broken, it was determined not to be due to a defect.  This, again, is based on experience and hundreds of hours of testing by our engineers.  Also, as stated earlier - the tech provided a large discount in parts and labor to the consumer. If he did not do that, parts alone would have totaled over $500 before labor and shipping.  *********** center who sent the bow in will also have a fee for boxing materials, shipping in, and their time for contacting us for an RA and disassembly of the bow, packing it, etc.  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Tenpoint crossbow in Traverse City, Michigan from a licensed dealer (********* *******) on September 13th (or within a few days of this date). The first time we used the bow, it malfunctioned and we had to return it to ********* for repair. After they fixed the malfunction, a bow arm broke while THEY were testing it out. They replaced it before they returned it to us, but the bow arm broke the next time we tried to use it. Because the bow broke 3 times in less than a month and with very light, minimal use- we requested an exchange. ********* could not provide this because TenPoint refused to accept the exchange, since at this point, it was considered a "used crossbow" since it was registered to us. We spoke with customer service at TenPoint for over an hour before they agreed to look at the bow and give us a call to discuss it if we sent it in for repair to their headquarters. The weapon is unsafe to use, because if the bow arm breaks, it could potentially kill the user. We paid $45 to return this bow and they never looked at it, didn't call us to discuss the issue upon receipt, and sent the bow back with an extra bow arm in the box, but it wasn't installed, so therefore they never fixed the bow or exchanged it. They sent no packing slip and refused to work with us. The customers email was *****************. I am seeking a $45 refund for the shipping we paid out of pocket, as well as an exchange for the same crossbow, or a refund and return. Attached is proof that we shipped the bow to TenPoint to be fixed on our own dime. We already attempted to dispute the charge, but it was denied.

  

  Business response

  12/06/2022

  EMAIL SENT TO CUSTOMER AFTER I TRIED TO CALL HIM: 

   

  ********,
  I tried to contact you but there was no answer.  I apologize for the experience you have had.  I do want to reassure you that when your bow was in previously, all limbs were replaced with brand new ones. 
  I have created a return authorization and provided a label attached to this email so you can send the bow into us.  We will replace your front end with a brand new one.  I am also sending you some Match 400 arrows, which should ship out in the next few weeks.  You don’t have to send the whole bow in, you can remove the front end and just ship that.  If you have any questions please let me know. 
  
  Your ra number is ****** 

   

   

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bough a stealth N.X.T I broke 3 strings an 2 cables. The plastic nocks broke making it dry fire and breaking string and cables they cost ****** dollars one cable broke half way though they fix it ***** an ***** for the 2 strings that is ****** dollars I had to drive 120 miles round trip 4 times to get it fix. Once I had to leave my bow and come back and get it. I called several times and text them several times with no luck. They come out with aluminum nocks that took care of the problem. They new there was a problem and should reimburse my losses. That is ****** plus 480 miles at 50 cents a mile that is a total of ****** . I fell this is only fair. These bows have a lot of pressure and should not been sold till the problem was fixed.They are very lucky someone was not injured very bad

  Customer response

  06/24/2022

  I don't under stand but I would like to proceed.

  Customer response

  07/20/2022

  [BBB transcription via email from consumer]
  
  

  I want to thank you very much. I have settled with them because of your help. I hope this stays on your records so people can read it.

  

  Business response

  07/20/2022

  [BBB transcription via business email]
  
  
  Hello,
  
  I spoke with *************************** today about his complaint. 
  
  He is upset because we havent answered the multiple text messages he sent us or returned his calls. I explained we have never had the ability to send or receive text messages as the number he is texting is our business landline, not a cell line.  I let him know we record all incoming/outgoing calls and in searching the recordings, dating back to the end of last year, I found no calls to us from the phone number he provided (the only number he says he has).
  
  He purchased his bow in 2018 and had his string replaced three times and cables twice. 
  
  First string issue the serving was unraveling. A dealer re-served it.  I explained to him re-serving the string voids his warranty, as stated in his owners manual.  This occurred sometime in 2018 - 2019
  
  Second string issue he states the string broke due to the omni **** dry firing the bow.  The **** was damaged as well.  I explained to him if there is a gap between the **** and the string, the damage he describes is what we commonly see.  Also, given that the string was re-served outside of our guidelines, we cannot be sure the issue was not due to the serving material used. The dealer put a custom string on for this 2nd string replacement.  I explained using another manufacturers string also voids his warranty as we cannot be sure they are made by the required specifications for his bow model.  This repair was sometime in 2019
  
  Third string issue -   Customer didnt state why he had the string changed this time. I did explain to him we recommend he have a string/cable change every 2 years as regular maintenance.  This string change was about a year or more ago. 
  
  We didnt talk in detail about his cables, but he did say they were re-served at some point as well.
  
  He switched from the omni **** to the aluminum Alpha ****, which he is still using currently.  He told me he has not had any problems for a little over a year now with string, cables, or bow.  I asked him why he is just now filing a complaint if he is not currently having any problems and he stated it was because we never contacted him after he reached out to us, and his friend told him he should file with the BBB. 
  
  As a resolution, I sent him a new string and cable at no charge & he was satisfied with that.  

*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. ↩