I copy this from a consumer complaint site.
Exoto Models Rip Off on Refund
Exoto 1/18 scale model cars
Exoto, Inc
Exoto Inc
Attn: Tony Keusseyan
5440 Atlantis Court
Moorpark, CA, 93021-7101
USA
Moorpark, Ca 93021-7101
CA
exoto.cam
Exoto 1/18 scale automobile models rip-off Canadian consumers. I have been writing and phoning them to get a refund for a defective model for over a year. They keep stalling so now I cannot get a refund from the credit card company as too much time has elapsed.
I have supplied them with all documents and they keep stalling.
The model I ordered came shipped by UPS. It came COD for extra charges I had not agreed to, so I refused delivery and UPS has returned the merchandise to the seller.
They acknowledge receipt of the return and promised a speedy refund to my Visa account. I have spoken to them after each of my Visa statements arrived and they promised the credit would be on my next statement. This has been going on since last June. I phone them, they make promises but still no credit.
The merchant is: Exoto Inc
5440 Atlantis Court
Moorpark, CA, 93021-7101
Phone: 1-800-872-2088
This is the timeline of this dispute.
May 21/08
� Order placed for a car model, cost US$177.60
� They ship order
May 27/08
� Order arrives via UPS with COD for $21.18 for brokerage
� I had asked order to be mailed not sent UPS
� Model was defective
June 9/08
� Phoned Exoto, customer service rep, Shane
� I told him I did not want a replacement as quality was poor
� He said to ship model back and they would credit my Visa acct
� Ship model back via Canada Post Expedited Service with Tracking number
� June 20/08 Post office delivers returned model to them
June 27/08
� Exoto ships replacement without consulting me, against my express conversation with Shane on June 9/08
July 15/08
� UPS attempts deliver with COD fee.
� I refuse to accept package
� UPS ships package back to Exoto
August 10/08
� UPS returns package to Exoto
Aug 12/08
� Phone Exoto, speak to Shane
� He says credit will be on my next Visa statement
Sept 22/08
� No credit on Visa statement
� Leave voice mail message for Tony, company manager
Oct 14/08
� Phone Exoto, speak to Shane
� He says credit should have been on Sept statement, will check with their accounting dept, credit will be issued within a week
� Accountant was sick
� Will phone me back when credit posted
� No call back
Nov 21/08
� Phone Exoto, still no credit, speak to Shane
� He says credit should have been issued, he will speak with manager Tony and get it processes ASAP
Dec 22/08
� Phoned Exoto, Shane is off sick, on one else can deal with matter
� Leave voice mail message for Tony (manager) recapping the problem
Dec 23/08
� Phoned Extoto, Shane is sick, no one else can deal with refunds they say
Jan 23/09
� Phoned Exoto, Shane not available today
� Left voice mail message about the delays for Tony the manager
� No response
Feb 09
� Numerous letters go unanswered
March 09
More letters and phone calls go unanswered.
So in short, I acted in good faith with this company. They have their product back, I never accepted delivery and I am out US$177.60.
I realize that this dispute has dragged on excessively, but I believed they were sincere just inept at accounting matters. Each time I phoned, I was told the credit would be on my next statement but it never came. I now believe that they are dragging this out indefinitely with no intention of a refund.