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Business Profile

Powersports Dealer

Carlson Sports RV Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Powersports Dealer.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I purchased a ****** generator in ****** for approximately $5,300.00 plus Hst. The generator stopped working while still under warranty. I brought the generator to my point of purchase, Carlson Sports . They kept it for a few months trying different parts as each part never corrected the problem. I asked for a replacement and Carlson declined. I picked the machine on May 10 2024 . I never tried it until the end of June 2024 as my solar system provided proper service. No need for the generator. When I began to use the generator it would overload when I put on a minor appliance of 800-1200 *****.. The generator is a ****** 6300 watt. This was the original problem not fixed. I contacted Carlson and they refused to repair it , replace it or give me a loaner while they serviced. In addition Carlson demanded payment for any service without providing a reason. I would never trust their service department due to their incompetence at repairing the generator in the beginning

    Business Response

    Date: 11/07/2024

    The generator was brought in September 15th, 2023. After ordering parts and finishing the repair it was completed on November 8, 2023.

    During this 7 week time period the customer demanded both that we replace the generator with a new one and also that we provide a loaner generator while his was being repaired. We declined both demands as we don't have a loaner generator nor did ****** authorize a new generator replacement. The customer demanded that we have it done by a certain date or he was leaving it at our dealership all winter. We were unable to meet his demands for having it done in that time frame so the customer left the generator here by his choice (he was not charged storage from November 2023 - May 2024).

    The customer came to pick up his unit in May 2024 and our service confirmed 100%that the generator was working when it was picked up. He is out of factory warranty and is claiming he never used his generator until now. His warranty expired June 21, 2024. He had lots of time to use his generator after the repair was done and before his warranty expired.

    Subsequently we did not refuse to look at the generator however we did let the customer know that he would be responsible for the diagnostic time and if proceeding with the repair - if the manufacturer did not cover that repair under their goodwill policy then he would be responsible for the repair bill as well.

    We stand behind the product we sell and service to a reasonable timeframe. Unfortunately the customer has not given us the opportunity to help him resolve this issue within this timeframe.

    .

     

    Customer Answer

    Date: 16/07/2024

     
    Complaint: 21958150

    I am rejecting this response because:

    Sincerely,

    *******************

    carlsons sports comfortably neglects the 'smoking gun'   That being the generator has an hour guage that can't be ignored. I picked up the generator from Carlsons with the same hours on it as I have currently at the time of complaint. That proves clearly the generator wasn't used before my complaint. That means Carlsons did not fix the generator and is shirking it's responsibility as a decent business that should do the right thing but has made the decision to take the 'low road'. Caveat emptor (buyer beware)

    Business Response

    Date: 09/08/2024

    A breaker can trip due to overloading or short circuits within anything plugged into a generator (which of course can occur the instant power is asked from the power source).  The generator in question was fully tested and working when it left the dealership.

  • Initial Complaint

    Date:16/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Original complaint was that the hose connecting the fresh water tank to the pump in my "brand new camper trailer" popped off due to the hose being to short and improperly clamped which resulted in water damage to the floor and water pump damage. I had asked Carlson Sports to repair the hose and to check the pump and floors, subfloor and insulation for water damage. The same day I dropped the trailer off, they had called me back saying the hose was fixed and everything was checked and fine (which I have paper documentation of from Carlson sports). I brought the trailer back home which is 1.5 hours away, and tested everything. The water pump leaks now and there is a big yellow stain on the floor by the entrance which leaves me to believe water trickled down and pooled there. I have since tested the pump and it continues to produce a leak sometimes small sometimes very large to the point it flows out from underneath the bed frame and across the floor and underneath the fridge area. Our carbon monoxide detector which is located in the same area as the water pump also went off recently in which we just opened windows and vents and turned the propane off. I have asked Carlson Sports for a refund and for me to return the trailer as I am very unhappy with the issues we have had, especially for a brand new trailer that we used for two camping trips. I have more pictures, videos, and emails with Carlson Sports all regarding this matter.

    Business Response

    Date: 22/08/2023

    Unfortunately not every unit is perfect from the manufacturer.  In spite of our best efforts, sometimes we aren't perfect either and for that I truly apologize.  Nothing would make us happier than to make the necessary repairs under the factory warranty.  We truly appreciate your business and look forward to resolving these issues.

    Customer Answer

    Date: 30/08/2023

     

    ****** ******** *******



    I have reviewed the response made by the business in reference to complaint ID 20477901, and find that this resolution is satisfactory to me. I will contact Carlson Sports to book a service appointment to have the necessary repairs made to honor the warranty. 



    Sincerely,

    ****** ****

Carlson Sports RV Center is NOT a BBB Accredited Business.

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