Call Kurtis

TURLOCK (CBS13) ― A Turlock man paid for a hunting rifle but four months later, he still didn't have it. It was time to call Kurtis.

He says he was told by Auto Life Sporting Goods in Modesto his gun would be specially ordered and would take about a month to arrive.

So, how did he end up being a lame duck?

"This is a standard Remington 30-06," says Doug Cribbet, Turlock resident.

Doug has been hunting all kinds of game since he was 16.

"Yeah it's fun, better than any sport," says Doug.

He's had his Remington for about 20 years and wanted to get a new rifle for deer season.

"The reason I got it because I don't have to keep on doing this," says Doug, as he reloads his rifle.

Back on May 1, he came here to Auto Life Sporting Goods in Modesto. He ordered a rifle, similar to this one, and paid $1,236.86.

"They promised me I'd have it before deer season and now they won't call me back," says Doug.

Doug says the store originally told him it would take one month for the gun to arrive.

When that came and went, Doug asked his girlfriend, Dawn, to make calls while he was at work. In July, Dawn went to the store and spoke with the owner.

"He told me that because of our new president, they're not shipping out as many guns as they used to," says Dawn Bornn.

But she says the owner assured her the gun had been ordered.

"I went home thinking, since I've been there in person, I used to own my business and I thought that did it. Now, it's coming for sure," says Dawn.

They say more than 50 calls and four months later, still no gun.

"I put it on my agenda, feed the baby, call Auto Life... it's an everyday thing," says Dawn.

"They don't even have the respect to call you back, it's quite... it makes me mad," says Doug.

When they asked for a refund, they say the store would only refund half their money because of a 50% re-stocking fee.
"So I said screw it, I'll wait and we're still waiting," says Doug.

"I felt it was a small thing to call (Kurtis) about but you know, $1,200, that's a mortgage, that's a lot of money, that's baby food," says Dawn.

We contacted Auto Life Sporting Goods. The owner, Tom Lucas, Jr., tells us in an email:

"... The claim that phone calls were never returned is grossly inaccurate..." and "... Our people had numerous conversations regarding the availability of the gun..."

And when the manufacturer said it wasn't going to produce the gun, "... They were given a refund."

One week later, Doug got his money back and he knows exactly what to do with it.

"Go buy another gun.. he'd go buy another gun.. same exact one, I bought the gun cause I want it," says Dawn and Doug.
Auto Life tells us they require customers to pay in full and in advance because they don't want to be stuck with the goods, in case customers change their minds.

The Federal Trade Commission has a rule, requiring companies to ship products within 30 days or the time frame agreed.
If that 30 day passes and the customer doesn't agree to the delay, companies are required to refund your money right away.

Auto Life Sporting Goods Statement:

"CBS 13 news

Let us address the issues;

When in May Doug Cribbet and Dawn Bornn order the specific gun in question they were well aware that that specific gun and caliber was currently not available. They elected to pay for the gun and wait until it was produced and allocated to Auto Life Outdoors. Please note that we as a dealer are required to actually place an order for this specific gun to have it allocated to us by our supplier. Our customers knew that at the time of original purchase that it could be months before it was available. We require that purchasers of special ordered guns be paid in advance to insure that we do not end up with these in our inventory if the customer changes their mind and wants to cancel for any reason.

Originally when they wanted to cancel the order they were probably told it was a 50% cancellation or restocking fee, as we have already placed the order and will receive the gun as soon as it's available. This rarely ever happens as most guns can be substituted into another caliber or another manufacture. This being the case here, we offered to substitute for other calibers that were available and Dawn Bornn had entertained that thought, however later Doug Cribbet refused to substitute and requested a refund and was given 100% back.

Addressing the issue of phone calls, the claim that phone calls were never returned is grossly inaccurate. As a matter of fact our people had had numerous conversations regarding the availability of the gun in question and they were kept up to date over the period of time in question and when Browning finally advised us that the specific caliber they wanted just wasn't currently scheduled for production they were give a refund.

Under current demand for firearms it is not uncommon to wait many months for availability to the consumer, that being the case here. To make Auto Life the bad guy when we were trying very hard to satisfy our customers needs as we have been doing such for over 32 years is unfair.

I don't understand why KOVR would even be involved? This is a simple case of customer and business relationships and would have been solved with or without your contact, or is it just because it involves a firearm transaction??

We formally request you do not air a derogatory story about our business. We have been and continue to be a fair and reputable retailer in the state of California for over 32 years and have been up front and completely reasonable with Doug Cribbet & Dawn Bornn with regard to this transaction.

If you choose to run this story we request advance notification from CBS 13 & KOVR with dates times & transcripts.

Respectfully,
Tom Lucas
Auto Life Inc."

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