Complaints

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• Initial Complaint

  Date:14/11/2022

  Type:Service or Repair 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.

  Jan 29/22 Bought a new ******* ****** vehicle from Innisfil Powersports. Took it out as soon as I got home. After a few minutes, it suddenly shut off and was reluctant to restart. It did eventually and seemed fine. Apr 30/22 Took it on 4x4ing weekend. It again shut off. Trail-side troubleshooting revealed cooling fan was not coming on and vehicle was running hot. Rewired the cooling fan to run continuously. Vehicle ran well the rest of the weekend. Periodically since then it has shut off after minimal use. It has less than 14 hours on it. Arranged to take it in for service. Aug 20/22 Vehicle would not start even after sitting overnight. Used winch to load it on trailer. Winch handle snapped. Innisfil Powersports said they would get right on it and get back to me. They didn't. They wouldn't answer my phone calls unless I used a blocked number, then they would pick right up. This happened multiple times. They said they were were waiting for parts (there were over 50 units in crates on their lot that parts could have been borrowed from), parts finally came, problem wasn't fixed. I made two separate in-person visits to get answers. Next they said they changed the wiring harness. Spoke to sales manager who said if that if they couldn't resolve the overheating this time, they would get me a new unit. Latest they said it's still overheating, they need to rebuild the engine, but..they don't have parts. They have had the vehicle for nearly three months and seem unwilling and/or unable to resolve the problem. I liked the vehicle when it worked, but this unit is clearly a lemon. I am sick of the run around that I have recieved from Innisfil Powersports. I would like a refund.

  Business Response

  Date: 21/11/2022

  Good afternoon, We are sympathetic that it had to go this far ******.  The main source of the delays were the availability of parts and the long wait times for shipping, much like other industries in the world are facing daily.  Your vehicle is now repaired in good order and ready for delivery. The warranty has covered all repairs of course and we will be extending your warranty for an additional year.  We would like to deliver your vehicle at your earliest convenience, please contact us to arrange the details. I have tried to reach you on the phone but to no avail.  Warm regards

  Customer Answer

  Date: 23/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I've owned that vehicle
  for 10 months (3 of which it has been in your shop) and used it for a total of
  13 hours.  In that time, it has overheated, refused to start and the winch
  has broken.  It is clear that it is a defective unit.  It is a
  lemon.  I purchased a new machine precisely to
  avoid problems and it has been nothing but a problem.  Your
  repair shop apparently had great difficulty trouble shooting, finally resorting
  to replacing the entire wiring harness and who knows what else by now.  I
  would not trust this patched back together vehicle as far as I could throw
  it.  
  
  The customer service has
  been equally deplorable.  I am well aware of supply chain issues and
  understand that there are circumstances where there can be unavoidable
  delays.  However, when it became clear that weeks of waiting for various
  parts were dragging into months, and there were many new in crate units on your
  lot, there is no excuse for not pulling parts from one of those to try to get
  the vehicle fixed in a timely manner.  And there is certainly no excuse
  for not calling me back when promised.  I had to make not one, but two,
  surprise in-person visits to the shop to get updates when calls and
  messages went unanswered.
  
  I am not only out of
  pocket for the purchase price of this new vehicle that has been all but
  unused and unusable, but I have also paid insurance, spent a day to trailer it
  back up there, and repeatedly spent my time following up.  Your
  offer to deliver this now suddenly repaired/refurbished/defective machine back
  to me is simply not enough.
  
  I would like a refund.
  
  
  Sincerely
  
  
  
  ****** ********

  Business Response

  Date: 30/11/2022

  Good afternoon, 

  We will not be offering a refund, and here is why. 

  As you stated in your initial response, you rewired your cooling fan and continued to drive it.  An authorized service center must work on the ******* vehicles to avoid voiding the warranty, and to avoid further problems. Re wiring the cooling fan caused more damage to the vehicle then good which resulted in more parts being ordered and more wait times.  Re wiring a cooling fan was not the solution.  We spoke with you several times to arrange to have the vehicle brought in for service but it did take 3-4 weeks for you to bring it in.  A lot of the wait times and issues could have been avoided if this was dealt with immediately when the problem happened.

  We have offered to extend the warranty an additional year and deliver it right to your home.  That is all we will do.

  I hope we can also speak on the phone to resolve this soon. 

  Warm regards, Innisfil Powersports 

  Customer Answer

  Date: 10/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  While I understand that unauthorized work on any new machine could, under normal circumstances, be grounds for voiding its warranty, the root of the problem is that this vehicle was defective from the start. Had this not been the case , there would have been no need for any work to be performed on it ( authorized or not ). Had a proper PDI been performed , we would not find ourselves in this situation.

  The day I brought it home, I immediately took it for a test ride . It was a cold winter day, and I hadn't been out for more than 15 minutes when the engine suddenly shut off while driving. Since the vehicle was absolutely BRAND NEW, with 0 hours on it, I could only assume the shut off was a hiccup, the result of some sort of air bubble in the coolant system.

  In April when I took it on an trail ride in Algonquin area, after a couple hrs on the trails it suddenly shut off again. Trouble shooting revealed that the engine was hot and the cooling fan was not running. There was no way to get a trailer down to where it had shut off. in order to get it out of the bush, I wired the fan to run constantly. It work perfectly and I was able to drive out.

  Back home as the weather warmed up, the cooling fan was unable to keep up and it began the shut off more often. I made arrangements to bring it in. It wouldn't start at all so on this day so i went to use the winch and the handle broke off. It has 13 hours on it.

  I was told that your techs at the shop were stumped as to the cause of the issues and were trouble shooting with the US techs. I still have not been told exactly what the problem(S) turned out to be , or how they were corrected and what would be done if the problem(S) reoccur. I can only deduct this is a defective unit. I was told by the Head of Sales, Jared H. that this unit would be replaced if this wasn't able to be resolved.  

  Once again I am asking for a refund or a replacement of this unit after13 hours of use. 

   

  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 17/01/2023

  Good afternoon ****** and the BBB, 

  We have arranged to deliver ******'s vehicle to him on January 19, 2023 as per his request made via email to us. 

  It is in perfect working condition.

  Please consider this matter resolved as of January 19th, 2023.

  Thank you, 

  Warm regards, 

  -Innisfil Powersports