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:08/15/2023

  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.

  The Husqvarna z454 mower was bought in Oct or Nov 2021. The purchase price was around *******. From day one The mower broke down. When I tried to return the mower I was told I would have to use **********. The mower was vibrating so hard The nylon locking bolts were coming off the deck. I had to wait a week for new nuts when they are avaliable locally. Each time I used the mower after this it was continued issues with vibration. The belt tension under the seat would not stay adjusted along with the deck spring tensioner would loosen until finally the bracket had to be modified by grinding it down. Next time I used the mower a deck support bracket broke. I welded it back on. Next time I used the mower several bolts came loose, I replaced them myself. The next time I used the mower it would not steer to the left, which took weeks to get a new one in. the deck started vibrations,I had to take it to shop again a spindle went out. Another time the mower was sluggish, would not open up so I carried it into the shop, after I changed the oil and filters fuel and air. The shop found an ignition module bad and replaced it. Finally in an effort to relieve the vibration in the deck The shop agreed to replace the whole deck, after waiting 2 or 3 weeks it was replaced. The 2nd time I used it two brackets broke three bolts broke or came up missing. The mower is still under warranty but continues to vibrate , brackets break, bolts are lost or break. When the warranty goes out this mower will cost me too much to use. Oh this last time the electric clutch engagement mechanism fell loose causing it to turn freely cut both wires. The next day I found the bolt had come loose, and found it in my floor. Now Shoal outdoors tells me the motor is locked up. This mower is and will always be a lemon. Shoals outdoor should have given my money back when I requested it numerous times. Needless to say a bad product can make anyones day miserable bad. I had to give up 2 customers because of this

  

  Business Response

  Date: 08/21/2023

  The service advisor and manager have contacted the customer to notify him that the warranty company wants the motor tore down for ******************* and advisor let customer know that if the warranty denies the claim that he would be responsible for the labor of tear down motor and the repair if he allows us to do the repair. Customer responded to advisor about getting an attorney so the advisor let him know that he could not continue the conversation if the customer was going to pursue legal action. Managers call was ended by customer when manager said that he could not go forward without his approval. We will continue with tear down if the customer gives us approval. After tear down, inspector will be notified so that warranty company can make a decision on claim. We have made all repairs in the past per the warranty coverage. 

  Thank you

• Initial Complaint

  Date:05/01/2023

  Type:Sales and Advertising 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.

   
  Complaint: 19994388
  
  I am rejecting this response because:
  
  At no point in the sell did I EVER agree on replacing just the shock, as I told your salesman 3 times in order to make the deal I wanted the machine that had to be assembled outback, he persisted on replacing a shock on a machine that was hard to get in gear and told me it was normal. For any sales manager to call the customer a liar and believe a lying salesman that at no point did what he said he was going to do, is beyond belief. I did a credit application on a machine that was agreed upon to be put together on 2 to 2 1/2 hrs. The credit app was not to be ran (per your salesman) until he could verify that he was going to get me in the machine that had nothing wrong with it. You yourself even said you werent over there to hear any of the conversation, then had no way to make anything right. No I didnt want a machine that had to already be taken apart as I was going to spend 32k dollars on it. So yes who wouldnt be entirely upset at the entire situation. We had a 5 hour round trip in hopes to leave with a machine and got the run around like a used car dealership!!!!! So next time make sure your salesman doesnt lie. Bad business practice. If he wasnt so concerned about me spending extra money in the parts department he probably wouldve been able to over see what was going on. As far as (all the years experience you guys have you may want to gain a little more knowledge on how to treat your customers.) 
  Sincerely,
  
  ***************************ow it on the other one, come to find out they ran my credit after what we had agreed on. Then proceeded with the I dont knows and Im sorrys little to say I left with no machine and entirely disappointed in the sales manager and Marks colleague, I was a repeating customer but I will no longer be back, apparently a mans word is no longer valid in todays society, so think twice about who you purchase a machine from as they will try to pull a fast one on you just to get you out.

  

  Business Response

  Date: 05/18/2023

  Please see attachment for a picture of the actual shock in question. For shipping purposes Polaris uses ratchet straps to compress the shocks so the machines sit lower and Polaris is able to stack them two high in a shipping container. I suspect that the metal ratcheting part of the strap came in contact with the shock tube causing a small blemish. There was also a decal on the on the shock that had some slight damage.  We have removed it and re-ordered a replacement.  After the blemish was discovered the customer agreed that a satisfactory resolution was to remove a shock from a unit that had yet to be assembled.  For warranty purposes we created a work order for our technicians to swap the shocks and they proceeded to do the work asap.  As this was happening the customer decided that he wanted another unit we had in stock but it had to be assembled.  He also completed a credit application authorizing ** to do a credit check on his behalf.  The salesman and customer both agreed that there would be some time involved in prepping the machine approx 2-2 1/2 hours and the customer left for lunch.  The customer returned in about and hour. Per insurance requirements we do not prep units until they are stocked in.  The unit the customer wanted to buy had not been stocked into our inventory yet.  We were working to do so by contacting our administrator who stocks in the units and have the unit stocked in so we could begin the work on it. She does not work on Saturdays but remains on call to assist if needed.  When the customer returns from lunch he sees the original unit with the shock that had been replaced outside the shop per the original agreement. What he failed to understand is that the shock had been replaced per agreement and the work order that was created to do so. We were  in the process of trying to get the new unit he had selected stocked into our system and in the shop to prep it and return the undamaged shock to it.  The customer then started accusing us of dirty practices and stated he did not want a demo unit that had two miles on it already.  I informed that all new units will have some degree of mileage on them as they are moved from manufacturing to distribution and then on to the dealership where they go into final assembly and are test driven. He became so loud in the showroom I had to ask him to step into a back office to try and resolve the issue.  After I repeatedly asked the customer what it would take to resolve the issue he brought up the fact that he was not buying and what was I going to do about his credit being pulled.  I informed him that as far as I knew, because in my many years working in the sales department and this issue never coming up when a pull is made from the credit bureau it cannot be reversed.  I assured the customer that I would inquire about having the pull removed and he seemed satisfied with that. After the customer left the store I proceeded to call the credit bureau and through a series of automated prompts realized that the bureau was asking for personal information from the customer that i did not have access to.  I called the customer and informed him that the credit bureau was asking for his personal information and I felt it would be best for him that he made the call himself  I gave him both the phone number and a website address and we said goodbye.

  

  Business Response

  Date: 05/19/2023

  We respectfully are not calling ******************** a liar.   Nor will we accept the fact that ******************* is calling our staff liars.  Everyones perception is their reality and unfortunately there are two conflicting perceptions.  One thing for sure is that we have done all we can do to have ******************** credit pull removed as per our agreement when he left the store.  Please review an e-mail that was sent to ******************* recently.
  
  ********************
  Regarding our conversation 4-15-23 I have reached out to Equifax and talked to a customer service representative.   He informed me that with a letter from ** you can contact them to have the credit pull removed from your file.  It is unfortunate that the timing of the credit pull was not to your approval as customer service is a top priority for **.   If you have not reached out to Equifax please contact them at ************ to have the pull removed. 
  
   With that being said we stand behind our 4.9 out 5 ****** review score with well over **** reviews posted.
  ******************** was a repeat customer and we welcome him as a customer again.