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:03/11/2024

  Type:Product 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.

  On October 22nd/2024 I brought my 2021 ******* quad into Freshwater Motorplex in *** ******* ** for a trade-in inspection which the company demanded as part of the trade-in process to purchase a new quad. I found this extremely unusual, and off-putting, though they explained the money it cost would be applied against the cost for the new machine. I agreed to pay for the trade-in inspection because I was confident a deal for a new quad was in hand. After all, the sales associate provided written sales quotes on two separate machines, which he said were in stock. I was highly motivated to buy one of those machines. The next day when I returned to iron out minor details to close a deal on the quad on decided on, I was informed by the sales associate that the companies website was out of date and neither of the quads for which I was provided written quotes were actually available. I was offered no other remedies, such as trying to get the quad I wanted from ******* or another dealer. There were other quads in the showroom, but not what I wanted. I consider the affair extremely unprofessional, as a waste of my time and effort. Surprisingly, Freshwater Motorplex still demanded I pay the bill for the trade-in inspection on my old quad, even though they could never have met their commitment or promise to supply me with the machine I wanted. I consider this the fault of the sales associate, who had clearly failed to confirm availability of inventory from the beginning. I would never have paid for a trade-in inspection had I known Freshwater Motorplex did not have the quad I wanted. Why would I? Several emails have failed to bring this matter to a satisfactory conclusion. I paid for the inspection days later to protect my credit rating, and now I would like a full refund of the money for that inspection.

  

  Business Response

  Date: 14/11/2024

  Good Day, 
  
  I am writing
  in response to the complaint you received by our customer.
  

  As
  background, we are a recreation dealership for both ******* and ****** and as
  part of our regular business practices often accept trades. These trades are
  accepted on a case by case basis. As part of the trade process an inspection to
  determine the traded vehicles condition is performed to provide the best possible
  trade value for the customer. It also allows the customer insight on the
  vehicles condition to be used if they decide not to pursue at trade and sell
  privately. This service is sold for $119.95 plus fees and tax to be paid by the
  customer. If there is an agreed upon value and the vehicle is traded we,
  Freshwater MotorPlex, agree to absorb the cost of said inspection.    
  I want to
  make it absolutely clear this service is something we conduct regularly
  (multiple times per week) and that all customers are fully aware of this
  process and the associated cost. This customer is no different, as he was made
  aware of the process by our sales team. He was also made aware of this process
  and associated cost by our service advisor upon bring his ATV in for the
  inspection.  

  
  When the
  inspection was performed, the customers ATV was in really good condition. Upon
  picking up his ATV, he began to question our service advisor saying he was
  aware of the condition and was unsure of the purpose of the inspection. Our
  service adviser thoroughly explained the work performed. It was at this time the
  customer explained to our service advisor he needed to take his ATV that day
  cause he had interest and could get higher then our presented trade value by
  selling privately. He agreed to drop in over the next few days to further
  discuss the ATV purchase with our sales associate and pay for the inspection at
  that time.  Given the interactions with the
  customer up to this point had been very pleasant/kind, he is/was a regular
  customer and is seen as a local celebrity, our staff had no reason to believe
  this invoice would not have been paid.
  It is my
  understanding the customer sold his ATV privately in the following days.

  
  Within the
  next day or so the customer did drop by the dealership and it was then he
  decided not to purchase a new ATV from Freshwater. He is correct in saying two
  of the multiple units he expressed interest in were not immediately available
  in stock, however, there were options to secure an ATV. All our sales staff are
  aware of these options. Ultimately the customer decided not to purchase from us.
  It is my understanding the customer purchased a new ATV he desired from a
  competitor at a lower price.  
  After the
  potential sale had fell through our service advisor did reach out for payment. In
  no way did we insinuate or threaten collections. It is absurd to think we would
  undertake credit harming action after several days for this amount of money
  outstanding.   

  
  The customer
  feels he was drawn into a process and ultimately, Freshwater MotorPlex, failed
  to satisfy the sales contract.  I feel
  this is disingenuous as the inspection and payment for this inspection was
  agreed upon before he made the decision to not trade his vehicle. Again, I acknowledge
  the ATV the customer subsequently decided to purchase was not immediately available.
  However, this is not uncommon in our industry and does not negate the fact the
  customer, as clearly communicated, is responsible to pay for the inspection.  
  There was
  email correspondence between the customer and I in which I explained our
  position and asked him to judge himself accordingly regarding payment. The
  customer DID pay his bill. Given his correspondence and the manner in
  which he began to conduct himself with our staff, we did not expect to receive
  payment. I planned to move on. Payment came as a surprise but very much appreciated.
  

  
  Honestly,
  I’m not sure what else we at Freshwater Motorplex can do. I responded to the
  customers initial email to provide an explanation, asked him to use his own
  discretion for payment and extended him sincere best wishes on his new purchase
  (from our competitor). Ultimately this was a service that was presented and explained,
  the customer authorized and agree to pay, and Freshwater completed …….. but yet
  he is disputing.

  
  I will end this
  response in saying the recreation industry in *** ****** is extremely
  competitive and we are not always the lowest cost option. However, as the owner,
  I pride our business on our customer service record. I acknowledge we are
  unable to satisfy all customers as needs and expectations often differ but we
  do strive to provide an exceptional and thorough customer service experience to
  all our customers. Freshwater Motorplex is well known in the ATV community as a
  provider of this exceptional level of service. I take matters of customer
  service very seriously as I feel it is paramount to our success and longevity
  (in business since 1982), hence why I am responding personally. 
  
  Thank You,  
  P*** ********
  General
  Manager / Co-Owner
  
  
  PS: I have
  included the complete (unedited) email correspondence between myself and the
  customer.
  
  
  
  
  
  Hey P****
  
  Thanks for getting back to me. I won't belabor
  this issues any further, except to say I did not choose 'not to purchase'. That
  decision was made for me because you didn't have either of the two models I was
  quoted on in writing. Also I was not informed remedies existed to supply the
  quad I needed. Therefore I was forced to shop somewhere else. As a final word,
  sir, I was drawn into a buying process, which included a paid-for inspection,
  when Freshwater Motorplex could not have satisfied a sales contract. The bill
  was paid by me today. Glad it provided a "coaching
  opportunity." 
  
  Regards,
  G*** ******
  
  
  From* **** ******************************
  Sent: October 31, 2024 4:43 PM
  To: ******************* *********************
  Cc: *** ******** *****************************
  Subject: RE: Customer complaint
  
  Good
  Afternoon *****
  
  *** forwarded me your email and I just wanted to touch base.
  
  We implemented the trade inspection process several months ago to determine the
  vehicles condition and to provide the best possible trade value for the
  customer. Unless there was complete breakdown in the process, customers are
  always aware that if they decide not to purchase they have to cover the cost of
  this inspection.
  
  From our regular sales meetings I was informed you were presented and
  potentially interested in 3 separate 570 ********** and that you were aware of
  the trade/inspection process. If the unit you ultimately decided to purchase
  was not in inventory there were several available from ******* (2-4 weeks).
  Also, we have great relationships with other dealers with whom a dealer trade
  could also have been potentially arranged. If you were not made aware of these
  options, I will have conversations with staff and treat this incident as a
  coaching opportunity.
  
  I hope you can appreciate there is a cost associated with this process and our
  technicians are paid based on the jobs they complete. I will ask you judge
  yourself accordingly.
  
  Regardless, we pride ourselves on our level of customer service and I will not
  let this incident spoil any future business. I hope you are enjoying your new
  machine and don't hesitate to bring it in for service etc.  We appreciate
  your business and look forward to you continued support. 
  
  Thank You,
  
  P*** ********
  
  Freshwater Motor Group of Companies
  Tel: ***** ******** * **** ***** ********
  Cell: ***** ********
  Email: ****************************
  
  
  
  Please consider the environment - only print this email if absolutely necessary
  
  This email message (including attachments, if any) is confidential and may be
  privileged. Any unauthorized or disclosure is prohibited. Disclosure to anyone
  other than the intended recipient does not constitute waiver of privilege. If
  you have received this e-mail in error, please notify us and delete it and any
  attachments from your computer system and records.
  
  
  
  -----Original Message-----
  From: **** ****** *********************
  Sent: Wednesday, October 30, 2024 12:12 PM
  To: *** ******** ****************************
  Subject: Customer complaint
  
  Hi R***
  
  This is the latest in a string of emails I have sent to Freshwater Motorplex in
  the past week.
  I walked in to your store last Monday ready to purchase a new ATV. I was
  interested in one of two units which I was told by ***** ****** were available,
  A ******* 570 EPS, and a black ******* 570 EPS Trail version. I was asked to
  bring my trade in ******* 450 to the shop for a $145 inspection which I was
  told was required. I agreed since I was also told the cost of that inspection
  would be added to the trade in value if I moved ahead with the purchase of a
  new machine. With the $145 inspection done I was emailed cost sheets for both
  units for my consideration which included my trade in value ($4250). I stopped
  in the next day to close a deal on a black ******* Trail. To my surprise I and
  was informed by S**** ****** that neither of the units I was interested in
  existed in inventory. In fact, the only ******* Trail (in black) had been sold
  the previous week. I was then offered a ******* Premium, in a colour which I
  did not prefer. At that point there was no possibility of a deal and never had
  been, so the trade-in inspection was a waste of my time, effort and money. I
  would like the charge for that trade in inspection set aside. So far my request
  has not been met.
  
  Regards
  G*** ******
  
  PS I have been dealing with your shop for years now for my ATV needs.
  
  
  
  
  This email below from S**** might be helpful.
  
  
  From: S**** ****** ******************************
  Sent: October 22, 2024 5:16 PM
  To: **** ****** *********************
  Subject: Sportsman 570 EPS/Trail.
   
  Hi there ****. Thanks again for choosing to look at Freshwater to service your
  ATV needs. Attached you will find the files for the 2 units. The Sportsman EPS
  and the Sportsman Trail. I know that the bottom line is always important for
  everyone.  As we talked about today there is a small difference in the
  cost of the 2 bikes. Equipping them the same with Front and rear Bumpers and a
  winch. The balance is not as much as yo might think. The bottom line on the 2
  bikes is 1260.00taxes included at the end of the day I think more than enough
  reason to step up to the Trail.  However I am of course spending someone
  elses money. LOL   On Page 2 I believe you will find the Quote page
  on the worksheet which will give you a ball park on the payments with the
  downpayment you suggested. Thsi is the worst case scenario. M*** our fineance
  manager may be able to get you a better interest rate and payment once we have
  processed the application if you would like to go ahead and Pick up one of
  these units.
  
  
  
  

  
  

  Customer Answer

  Date: 14/11/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.