Complaints

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• Initial Complaint

  Date:01/12/2024

  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.

  On August 31,2023 I took my 2022 Polaris RZR to Liberty Motorsports for a warranty repair.They told me they would get started on it right away, so after two weeks I called, and they said they found the leak and that they were waiting for the approval from warranty company. So I waited a week then called back and the service representative told me it was approved. Then I call back a day later to see when I can expect to pick it up, he tells me they found a second leak and that they will have to put it in and see if it will get approved. I waited a week then I call back and the service rep said it was approved and that it should be in soon to get worked on. I called the next day, and he said it was in and they are working on it and that I should expect to have it back by end of the week. So, its already October 6, 2023 I call and he said it should be done, I go to the shop and I dont see it in the maintenance bay. ******* says oh im so sorry we got your car mixed up with a similar model as mine, I said how is that possible my car has no stickers and has a custom cage windshield and Light bars. I asked where my car was, so ******* walked me to go see it, its tucked away in the corner of there yard outside where its been sitting for the past month. So all this time ******* has been lying to me about the status of my car and blaming it on the warranty company. He told me that they should be working on it soon, but before this he said that I shouldnt lose my spot in line to get worked on because my car was there before all the other cars I left from there and contacted the warranty company and asked whats taking so long for the approval of the second claim, but the warranty company told they only see one claim and that it was approved on September 15 2023, Liberty never put the second claim in until Oct 17 2023. I went to liberty 10/20/2023 and they told me now that they are waiting on an inspector to come and check out the Second claim and put it in for approval. I called on Saturday October 21, 2023 and they said they are still waiting on warranty company. Liberty motorsports has given me the run and around and have told me multiple times that my car was getting worked on and assured me that it would be done by the end of the week and almost two months later my car has not been touched or any work done. I have went back and forth with the representative and he keeps telling me that they are going to work on car but dont.. My car has been garaged kept since I have purchased the car, but it has been sitting outside of there shop for way to long now. It is now October 25,2023 I have come to get my RZR so it can be kept in my garage and not just outside there shop to not get worked on. The maintenance Rep said he would call as soon as he heard that the second claim was approved. It is now January 12, **** and I have reached out to ******* multiple times he just tells me he will look to see if he has received an email from warranty company. There is no reason why they needed to lie to me about my car being worked on and give me false hope of my car being done by a certain time. This is very unprofessional and bad customer service. I am under the impression that since I did not purchase the vehicle from them that I am not a priority or worthy of there service. I would not recommend anyone to purchase or get warranty work or repairs from Liberty Motorsports.

  

  Business Response

  Date: 01/23/2024

  3rd Party warranty company that the customer purchased is what is delaying the approval/repair.  We have been in contact with them and they are back logged and also because the repair is substantial they are reviewing before making decision on warranty coverage.   The customer has had the unit and has called the 3rd party warranty company many times also, but they state they will not talk with him anymore.  He will not get the ball rolling any faster and needs to try and back off.  This issue has started with the warranty company coming and inspecting the wrong unit and delaying in response.  We will let the customer know as soon as we know.