Complaints

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• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a "new" 2021 Argo 8x8 from Motosport Plus NB located in Saint John, NB.
  
  At the time of the purchase I was not feeling well, and chose not to test drive the unit, as I had test drove a different unit. I failed to check the odometer until I offloaded the unit in my yard. The salesman took it for a test drive on his end, as it was a leftover unit, and he went above and beyond to have the fluids changed before sending it off with me, as it had been sitting ~a year.
  The first time I drove it I had a hard time getting it into reverse. Contacted them and was advised give a little throttle with the break and shift (requires three hands to do this combination as throttle is one side, break on the other and the shifter is below the steering). I ended up taking the bike back to be checked as it was impossible. There were ~4h on the bike of which 90% I believe were on it at the time I took ownership. The dealership fixed the clutch, which failed again when testing. They ended up keeping the bike for ~12 days as they could not figure out the issue. Around day 10 I sent the attached email to the salesman and I was advised the letter was forwarded to the owner. I have followed up with the salesman who acknowledged / forwarded the email advising I have not received a response but have not heard back. I also followed up to inquire A) why the bike was returned from the service with 18h on it, and B) the status of the spare key that was promised at time of sale (May 9th).
  
  while some of the items were actioned after the letter was submitted, they have not provided the second key all new units come with or clarified why the bike was returned with 18h on the odometer. I purchased the bike as new. I would have to verify, but 18h on a bike likely does not fit the definition of new. (Note, I have put maybe 2h on the bike the other hours were put on by them before and post sale to fix the issue(s).)

  Business Response

  Date: 07/08/2024

  When we were made aware of the issue with the shifting we had the unit brought back to our store to investigate and repair.  Our technician determined that the clutch was defective from the factory and placed an order for a new clutch.  The clutch was on back order from the factory, so after a few days of back and forth with the factory asking about availability we took a brand new clutch off of a brand new in-stock machine (rendering it unsellable until the replacement clutch arrived), and repaired Ms. ******* machine with that clutch.  While we appreciate Ms. ******* frustration with the time-line for the repair, we cannot manufacture the replacement parts for a repair - we are at the mercy of the factory for replacement parts.  We felt that we went above and beyond the normal requirements by disabling a new machine to repair her machine.

  As for the hours on the machine, Ms. ******* sales representative, ******* ******** had asked her to send us a photo of the hour meter, as we have no idea what the hour meter says it has on it for hours, but can't imagine that the machine has that many hours on it.  It should be noted that the machine is in fact a 2022 model.  We received from another retailer for our inventory, but I do not believe it had any abnormal hours on it at the time we received it.

  As for the missing key, ******* ******** is in the process of getting a second key for Ms. *****, and will advise her when the key arrives.

  Ms. ***** seems to think that after three months she can simply return the machine - this is not the case as there was nothing done out of order on this deal.  In fact, if we were inclined to take the Argo back Ms. ***** would owe us in excess of $11,000 as we paid out the lien on her ********.  She seems to have forgotten that we paid off an over $18,000 loan on her behalf.

  Customer Answer

  Date: 09/08/2024

   I am rejecting this response because:
  
  
  When the Argo was purchased the mule was taken on trade- I was required to make a down payment of the difference between the lean and value of the trade- which is documented in the original submission. 
  

  also, I did not wait three months to request resolution. It was next day after purchase I advised there was an issue and within the first month submitted the request for assistance through BBB as I was not getting resolution. 
  

  the second key and manual which are you promised with a “new” unit have never been provided. Bill (sales) advised this week they have ti replace the entire ignition as they cannot just send the second key. He also said every new unit comes with two keys- which implies they sold a used as new. 
  

  the explanation regarding the parts in back order would have been nice to have been communicated on the front end - again my complaint about poor communication and no one getting back to me. 
  

  I have also requested an explanation as to why there are you so many hours put in the bike to determine what was wrong. 
  

  as of today, the bike is still not functioning properly and I have advised Bill from sales this is still not resolved. 
  

  I expect the business to make it right.