BBB Investigation: Consumers claim utility terrain vehicle company fails to deliver ordered products

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When Jack Canon of Pecos, Texas, was trying to find the perfect accessories to fit his Polaris utility vehicle, he happened to stumble upon Texas Outdoors’ website. The company manufactures UTV accessories and is based in Garden Ridge, Texas, outside of San Antonio. Canon was looking to buy a roof, a stereo sound system and some other equipment for his vehicle. He thought he had found the best site for his needs.

“It was easy. I just filled out a form of what I wanted then submitted it. The company emailed me back with the final price,” Canon said.

The final price turned out to be around $2,000. Canon was told through email he could only pay for his products with a check.

“Nick told me he didn’t accept credit cards,” Canon said.

Although hesitant, Canon agreed to mail the check and placed the order online in late November 2015.

Texas Outdoors owner, Nicholas Schycker, told Canon in an email he would receive everything in two weeks.

Those two weeks turned into four months, according to Canon. Schycker allegedly told Canon he was experiencing delays. The two initially kept in contact, but Canon said Schycker eventually stopped answering phone calls and emails.

“He wasn’t responding to me. So, I asked for a refund on everything,” Canon said.

After requesting the refund, Canon said Schycker responded to him and told him he should be receiving his order shortly. His order came in early March; however, the $550 stereo sound system he ordered was missing. Canon then decided his next step was to file a complaint with BBB.

“I just wanted my money refunded or for the sound system to be delivered,” Canon said.

Schycker promised to refund Canon the full amount and to “make it good,” but Canon said he has yet to receive the money.

Based on complaints BBB has received, other customers of Texas Outdoors also allege their items were never delivered. In the past year, Texas Outdoors has received 15 complaints. The complainants allege after paying the company through check, they had limited communication with the business. On average, customers allegedly lost close to $1,200.

One consumer BBB spoke with, Skyler Dusek, said he was able to get a full refund of nearly $4,300 from the business after waiting five months for his parts and equipment to be delivered. He eventually involved local law enforcement and drove down to Texas Outdoors’ physical location.

“They wouldn’t answer the phone and everything had stopped. They finally sent a money order after the sheriff’s department got involved,” Dusek said.

BBB emailed Texas Outdoors in September asking them to address the pattern of complaints. Owner Nicholas Schycker responded by email saying he would be submitting a formal response, but none was ever received.

BBB also attempted to find a business filing for Texas Outdoors through the Texas Secretary of State and local county clerk. According to the Texas Secretary of State, a business operating in Texas is required to register in the state. BBB found multiple corporations under Nicholas Schycker’s name. However, the corporations are currently listed as having forfeited existences.

When ordering items online, it’s important to know what risk you may be taking.

BBB offers the following tips:

  • Pay with a credit card. Paying with a credit card online means your transaction may be protected by theFair Credit Billing Act. This law allows you to dispute charges under certain circumstances and temporarily withhold payment while the creditor investigates them. Some credit card companies may also provide added protections and won’t hold you responsible for unauthorized charges. Remember, paying by check is just like cash.
  • Read about the policies, along with terms and conditions. Are you able to return the item if you’re not satisfied with it? Are there any additional fees? What is the refund policy? These questions are normally answered in a company’s terms and conditions on their website. Make sure you understand them, along with any policies before making a purchase.
  • Keep key information. Be sure to save any receipts or emails you receive from the company. This can be essential when filing a dispute with your credit card company. Keep a watchful eye on your online transactions, too. Make sure there are no additional charges that you don’t recognize.
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