Multicopter Warehouse — Attraction in Denver

I spent $10,500 on a DJI Matrice 300 RTK demo unit, and the experience was far from professional.

On the day of the transaction, everything seemed fine until after I paid. The drone was displayed alongside the batteries and charger and assumed were included. However, once the payment was complete, they handed me an older model charger and batteries instead of the ones shown. They explained, only after the fact, that what was displayed was not what I was actually purchasing.

They also mentioned that the rear-left light was damaged but assured me it would be replaced. When they brought out the drone in its case, it was missing most of the accessories, including calibration plates, prop holders, the remote strap, and necessary wires. It was essentially just the drone and its stands—far from what I expected from a demo unit.

The follow-up process was even worse.

I was told to bring the drone back the following week, which I did, but they weren’t ready. They promised to call me the next week, but that didn’t happen either. After several calls and being told to wait another week each time, I finally went to their location a month later, only to find they still weren’t ready.

When I spoke with Thad and requested a refund, he informed me that they don’t issue refunds on “used” drones. Suddenly, he had all the missing parts available but claimed I would need to wait yet another week to pick up the completed package. This lack of accountability forced me to dispute the transaction with my credit card company.

What’s more concerning is their misleading branding.

While they don't explicitly claim to be a DJI authorized dealer, they surely do present themselves as one, but they are not listed on DJI’s official website as an authorized dealer. This was a significant reason I initially trusted them, and I feel misled. Like wearing a police uniform in public knowing that you aren't a police officer.

Thad also referred to the drone as “used,” but there’s a big difference between a “demo unit” and a “used” item, especially when buying from someone giving the impression of being an authorized dealer. Considering the small discount of just over $1,000, this purchase fell far below expectations for both the product and the service.

In summary: This was a disappointing and frustrating experience. I expected professionalism and transparency, but instead, I received poor communication, false advertising, and questionable business practices. Proceed with caution if you choose to deal...

Dropped off a Phantom 3 Pro for repair and paid the expedited service because of a busy shoot schedule. After their initial review period they said it needed a new camera and new HDMI board on the remote. With shipping our bill was $500+. Seemed very high, but we were on a shoot and needed it back. We left Denver on a three week production and had them ship to our first location. They shipped our "repaired" drone in a timely manner. When it arrived, it was in disarray. It was as if they'd taken every piece out of the case for inventory then had a drunk blind man put it back in the case. Not even the camera guard was attached. We flew the "repaired" drone and after 2minutes the camera wouldn't return to level after tilting down. It just shook uncontrollably. We called them and informed them of the problem. They asked for video of the flight and video of the aircraft, which I promptly sent. They then had us send the drone back. After they received the drone, they claimed nothing was wrong with it. The camera looks and performs as new, they claim. Uh huh. Flash forward to today- 3weeks from initial drop off. The process has been drawn out and we didn't have access to our drone on our shoots. We're back in Denver and I just inquired about physically coming down and picking up the drone and talking with them about the issue. FRANCISCO claims that he has no time to speak, just hand off the case. Really? You don't have 10min to discuss this issue with a customer that paid a ridiculous rate for expedited service? Also of note, we first dealt with a different repair tech named LOGAN. It seems they pass off customers as to avoid any direct fault.

In short, this place has been a nightmare. Customer service is smug at best. I wouldn't recommend them to...

Three days ago I opened a repair inquiry with these guys for a gimbal fan failure on my used Inspire 2. Two days ago I called and was put through to voice mail. Today I get an email response from these “experts” that referred me to DJI service. That’s the extent of it. Completely stupid and utterly unhelpful response. Fortunately I had also contacted another repair facility that understands what e-communicating is supposed to be. Within minutes I had a response and preliminary estimate. Since that time I have shipped the I2 to them and they immediately confirmed that they began tracking the package and would contact me the minute they get it. That’s the service professionals want and expect. Take a lesson Multi-Copter. Right now you get an F from me.

To respond to MCW’s response below. The I2 was not under warranty and although it is referred to as a gimbal fan, it is not part of the gimbal. It’s part of the lower shell and sits above the gimbal (which by the way operates perfectly). I sent you a photo of the fan that was inoperative but apparently nobody bothered either to read my inquiry or look closely at the annotated photo. Also nobody bothered to check with me either by phone or email as to the nature of the problem. This was done by your competitor in a timely and...