Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2023

  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 2022 Side by Side ATV from Rugged Edge.
  After the money was exchanged is when I was told it was a demo.
  This ATV wasn’t serviced nor ready for us to take home. We live 9 hours away and was told the ATV was ready for the next day.
  I was also told that any garage on my side of the island could service it.
  After driving it on a trailer home it wouldn’t start, had no oil, had no gas and rear end was leaking.
  So I called Rugged Edge and they said there was nothing they could do for me.
  They sent the seals needed for the rear end.
  I was told after I paid for the ATV there was a 1 year warranty on it. When I called Rugged Edge to get the seals fixed under warranty then I was told the sale of the ATV wasn’t registered so there was NO warranty.
  Because I wasn’t satisfied with the bike because it wasn’t running correctly after 3 or 4 months of owning it ,I called Rugged Edge to see if they would buy the bike back and they weren’t interested.
  This ATV was purchased in November of 2022 and I have had it to a mechanic about 4 times for different reasons.
  This bike is a lemon and no one will help me with the problems I have had .
  I am a very dissatisfied customer of this bike and Rugged Edge.
  The bill of sale they emailed to me is even for the wrong bike.
  They never ever sent me the proper paperwork.

  Business Response

  Date: 25/07/2023

  attached is the customers invoice, which was sent to the finance company that he financed the unit with. Please return the unit to us and we will repair. If the customer wants to exchange the unit , again bring the unit back to Rugged Edge and make arrangements with his Finance Company to refinance or to find a unit of similar price. 

  Customer Answer

  Date: 26/07/2023

   I am rejecting this response because:

  I have spent enough money on this side by side to date , I have no intentions on returning the unit 9 hours away on my own dime. As it has already cost me $1000 dollars to come and get the unit in gas and hotel room. 
  

  I have currently changed my mind on my settlement of a replacement, I WANT A FULL REFUND OF THIS UNIT because once this issue is resolved I don’t want to ever deal with Rugged Edge again.

  If Rugged Edge wants to take the unit back I want them to make arrangements to come pick it up at their expense. 

  you have to remember before I submitted this complaint Rugged Edge didn’t register the bike for a warranty after I was told it had 1 year warranty. I still was given the wrong receipt. I was never given a copy of the correct receipt. I never saw the correct receipt,Rugged Edge never helped in any way to elevate any problems with this unit

   

   

   

  
  

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 brand new machine in August of 2021 and got about 200km of use before the machine broke in January of 2022. I then had to wait until April of 2022 for Rugged Edge to pick up this machine and bring it back to corner brook to be repaired “since now that the deal was done, Rugged Edge decided that it would not hold up its end of sale tactic that it offered me when I purchased the machine” I told the sales rep that I was a little concerned with buying from Rugged Edge as the company was located about five hours from me and if something were to happen to the machine I wouldn’t have a way to get the machine to them and they assured me that it would not be an issue and if something were to happen they would pick up the machine and take care of any issues, what they neglected to tell me is that would be done at their convenience (only when they had a truck travelling across the island)” and I was also told that I was never given that assurance because they would never offer that….so now I’m being accused of lying as well, they finally picked up the machine in April, didn’t bring it back until June (even though it was fixed and sitting there awaiting a truck to travel across the island. I got the atv back at the beginning of June, went for three rides and then the machine breaks again. I call Rugged Edge, explained my concerns and since the Atv was still under warranty I asked if maybe they could replace the unit because there is clearly a defect with this particular bike. that didn’t work as apparently warranty’s don’t work like that, I have to wait for them to repair it. Well how many repairs are going to be needed on this brand new 2021 atv before I as a customer get to use it? To date this atv still has not been repaired and I am unclear if it is at a repair shop near me or if it has been brought back to corner brook. I have tried contacting them on two occasions
  Jan 5th, 2023 and again today. A lot more details to provide but not enough space here.

  Business Response

  Date: 03/02/2023

  It is unfortunate that Miss *****-**** is unhappy with her
  purchase but, she purchased this vehicle from ****** Financial not Rugged Edge
  (she has attached a Sales Invoice). We have never declined any warranty work.
  The warranty does not include transportation to and from a dealer and we do not
  imply otherwise. We pride ourselves on our good reputation and do not employ
  any such sales tactics. As a gesture of Goodwill, we have on two occasions
  picked up her machine at no charge to her (seven hour return trip) and brought
  it to our repair facility. Furthermore, we paid a repair bill of $387.00 at
  another dealer she had brought it to. 
  

  Business Response

  Date: 14/02/2023

  Hey *****

  I will offer ***** a credit of $5999 plus tax towards another unit or a refund , the issue we will have is the amount owing on her loan, we did not finance this unit. I just want this gone away

  
  

  Thanks

  ***** 

  
  

  Customer Answer

  Date: 14/02/2023

   I am rejecting this response because:
  
  
  Hi, 

  Please let ***** know that I would accept another unit at equal value with delivery to me as they previously agreed that they would deliver the ATV in question once repaired. I have already paid the financing company $4624 for the current unit since August of 2021 and have not gotten expected performance that one would expect to get from a Brand new product. I still have a remaining balance of $8029. So for me to accept his offer of $5999 plus hst as a refund is just not financially fitting as I will be out all this money already paid and still not have an ATV; therefore the only acceptable solution would be another unit at equal value. I am not trying to be difficult, just as a customer who purchased a product from Rugged Edge, weather or not they are involved in the financing the unit was still sold by them; therefore they should be the one to find an acceptable solution for their customer. I don’t think that I am asking for anything out of order here as I just want what I have paid for. I appreciate your help, and just as ***** “wants this gone away” I would like for this to be resolved ASAP as I have been without the product since Dec 2021 and I have paid a lot of money for already and still have a significant amount left to pay. 
  

  Thank You,

  *****