Taurus International MFG, Inc USA Complaint - Bad Customer Service
MIAMI, FLORIDA -- I sent a rifle in for repair. I used the on-line form for faster service (was told later by a representative that the form was not used by Taurus.. so why do they have it on their website?).
First problem, I got several different dates by different reps on when my rifle was received by Taurus. There was an issue with the physical address of the dealer who shipped it and the only way I found out was by calling Taurus.. no one contacted me or the dealer. And Taurus is not a toll-free call and can have long wait times for a representative to answer.
After weeks, I got that issue resolved by faxing a second FFL license to them (don't know what they did with the first one).
Then call after call until finally I was told the gun should have been repaired by now. Then I was told it was listed as non-repairable and an "expediter" was to call me.. no phone call. I called back numerous times and was told they would "e-mail" the "expediter" to call me.. no phone call.. then I finally got through to the expediter on my dime again. I was told the gun was not repairable. Since this was the first time I shot it, was obviously a manufacturing defect.
I was asked if I wanted a pistol or revolver to replace it since this model rifle was no longer made.. and Taurus USA only has pistols and revolvers. I chose a pistol and. 38 caliber. I was then told to look at the model 85's on their website and chose one I liked.. and that there were pearl grips, wood grips, etc.
I chose one and called back .. left a voice message to the expediter on his extension. Days went by and I called back to make sure he got my choice. He said he didn't get to read his e-mail yet, even though I told him it was a voice message.. and this was 3 or 4 days later!
Then I was told the model I wanted wasn't available. He did have the same type, but w/o the pearl grips. I had a list of several models I liked and asked about those.. he said the only one he had available was the one he told me. So why did he have me go and chose from all the ones on the website? He could have given me the model #'s of the ones I could chose from instead!
OK.. now it's a done deal.. they will replace my rifle with this pistol.
But now it is weeks later and I still have not received a pistol! I called and was told they didn't know when one would ship out.
In the meantime, I find out from my local gunshop owner that he had sent a pistol back to Taurus for repair and forgot about it until the owner asked him. When he called Taurus, he was informed the pistol was not repairable and was destroyed.. but no one from Taurus bothered contacting him or the owner! And a replacement will be sent sometime, but right now they are busy supplying their distributors!
This tells me I may have to wait a long time for my replacement.
I've searched the website and can't find a name of a company president to write my complaint to! I'm going to be doing some web searching now to see if I can find someone who has control over this company. The gunshop owner told me he could only get the "expediter" (same one I have) but was told this expediter had a boss, but was not available to talk to him!