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:08/13/2022

  Type:Billing 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.

  6/14/22 2:00PM - Paid cash for service (his only payment method). Charged me $2,540.18 to repair an ATV. Originally quoted me over $3,000 which was very high for what was to be done, I asked him to use aftermarket parts, and may also use quality (in good condition) used parts as long as he thought it would be ok using his best judgement.
  
  6/14/22 4:00PM - I got home, took it off the trailer and went for a 2 minute ride and lost my brakes, almost causing an accident. I looked underneath the ATV and realized the front brake lines have busted due to rubbing against the rim. After further inspection I realize the brake lines that ***** bought, charged me for, and installed, were installed incorrectly. This caused the brake lines to rub against the rim, and every time the wheel turned it cut into the brake line, hence why the brake line only lasted a few minutes until blowing out and leaking all brake fluid.
  
  6/15/22 through 6/20/22 - I called and texted him with no response. ***** finally returned my call on 6/20/22 where I expressed my concern about the brake line. He verbally said he would order a used line free of charge asap. At the time I felt that I was in good hands and started talking about doing additional business with him.
  
  6/21/22 He texted me and said he bought one but it was the wrong one
  7/5/22 through 7/12/22 He says he can't find a replacement
  7/30/22 After several unanswered voicemails I sent him a link to a used brake line
  7/31/22 - 8/12/22 He ignored 4 voicemails and 2 texts.
  8/12/22 - He calls and says he never received my calls or texts. Claims he never said he would buy another brake line. Claims he only warranties install errors on used products. Then claims he won't warranty install errors after I proved it was an install error. He has not offered any solutions or means of fixing his install errors. There are several other parts he installed that were incorrect that I had to pay another shop to replace/fix.

  Business Response

  Date: 08/16/2022

  The customer brought two ***s in non running condition and asked if he could get both ***s running for $1,000. We told him we would start with one *** first and have to do a diagnostic to see what work it needed but given the condition the ***s were in, it was not possible to get one done for that price, non the less both ***s. The customer said he was open to using parts off one *** to get the other one running, which we advised against and told him we did not do.
  
  The customer agreed to get a diagnostic. Once the diagnostic was completed, we called the customer to inform him of the findings. We explained in details all the parts needing to be replaced, the labor costs, and informed him the total was $3,070.90 tax included. This price was for all OEM new parts and labor. The customer expressed he didn't want to spend that much, he had a budget of $2,000, and asked if we can find some used parts and/or aftermarket parts to help with the price. We informed him that we do not like installing used parts and advise against it but he was adamant about saving some money. A new set of OEM brake lines cost around $340 so the customer decided he wanted us to find used OEM brake lines. We were able to find the complete used OEM brake lines which did save him around $200. The customer agreed to proceed with the used brake lines and some aftermarket parts. We informed him of the updated total cost of $2,540.18 and sent the customer the updated work order for approval, which he signed.
  
  Once the *** was repaired, we test drove it and found it to be running/driving perfectly. We messaged the customer on 06/13/2022 @ ****** to inform him that his *** was finished and ready for pick up. He came the following day, 06/14/2022 around 2pm to picked it up and test drove it before loading on his trailer. He was satisfied with the service we had provided and thank us for the work.
  
  On 06/18/2022, the customer messaged us about getting started on his other ***. We called him back on 06/20/22 but got a voicemail.
  
  On 06/21/2022 @ 11:59am, a week after the customer had picked up the ***, he messaged us with a picture of a broken brake line and said "Brake lines were installed wrong. Please call". We called and explained that it looked like the grommet broke off, making the line rub on the tire and break it, but that it was installed correctly. We explained there was no other way the brake line could be installed differently because of the angle it has and the length of it.
  
  We do not offer any warranty on parts other than that of the manufacture warranty. Since used parts do not have warranty, we offered to find him a replacement in the same condition but he would have to pay for the replacement. We also told him we would give him a break on the labor to help him out. The customer was not happy with that solution because he felt it was our fault the used brake line failed. He expected for us to pay for a replacement brake line and replace it for free.
  
  In addition, the customer is falsely making claims stating he had to pay for more work to be fixed but never mentioned this previously until now. Also, he stated the got home the same day he picked it up and the brakes failed after 2 minutes of riding but we texted and spoke for one week before him mentioning the break line failing. Another false statement, customer stated he called from 06/15-06/20 without a response but he was messaging about getting started on his other *** and I did return his call on 06/20 and got his voicemail.
  
  In conclusion, the customer decided to go with a used part to save himself money which we advised him against from the beginning. He signed a contract before we started work on the *** that states we do not offer any warranty other than manufacturer warranty.
  See Attachment/File: estimate-59-********-******

  Customer Answer

  Date: 08/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm extremely dissatisfied with the shop owner's unwillingness to accept their incompetence to fix the problems at hand. If the task at hand was too tall of an order, they should have declined to service my ATV. Before picking it up I texted to see if it would go over 25. He responded and said "it seems to go over 25". After a few texts, I called to confirm how much he test drove it, and he said he can't drive it much because his HOA does not allow him to ride ATVs in the neighborhood. When I test drove it, to be respectful of his HOA/neighbors, I kept it under 25 mph. I took a 45 second cruise to make sure it atleast drives, but at the time I was not able to fully test drive it due to his community guidelines. Upon offloading it off the trailer and taking it for another spin, that is when the brake line burst and called him right away. He made me feel like I was in good hands by saying he will order a new (used) set free of charge. Furthermore, they have continued to not take responsibility for their installation errors and push the blame on me, the consumer. As mentioned, we talked on the phone about the brake lines where they agreed to order a new (used) set. I mistakenly even offered to pay for installation to help him out, where he offered to give me a discount on installation. I even sent him a text with a link to a brake line, and said to save him time (assuming he was busy since he doesn't answer most texts/calls) I would install myself - no response from him between that 7/30/22 text and 8/9/22. After multiple texts and calls and dragging their feet on finding a new brake line for me, they changed their tune and decided they no longer would give me a new (used) brake line. They said they would warranty them because they were installed wrong, then after showing proof they were installed wrong, he said he would not warranty installation errors. As you can see in their response they continue to claim they will not cover it.
  
  On the phone on 8/12/22 I told him the brake lines were not the only issues I had. He did not believe me and asked for more issues that were his fault. I told him he installed the new vacuum fuel pump incorrectly (thanking him for installing a $13 pump free of charge) but told him if he didn't know how to install it he should have left it alone. I also told him of several other issues like the carburetor (supposedly cleaned and tuned) and an inline fuel filter for example. I also left a ****** review stating the same thing. I then sent an email to his business email, expressing the same thing, reminding him that I had to pay another vendor to fix items. Since then, I have spent multiple hours and money replacing and fixing their issues. For the things I could not do myself I had another shop complete. For their lack of professionalism and lack of technicals skills, I have paid them $2,540.00 + $1,235 for replacing parts they installed incorrectly (not including my time and labor) + $581.00 (see attached) for having a legitimate business fix the rest of Ultimate Powersports' errors. A total of $4,266. I am seeking a full refund from their lack of work plus the amount from another shop to fix their issues, a grand total of $3,121.00 as of now.
  
  They need to own up to their mistakes so we can both cut our losses. I have given them plenty of time and ample opportunity to make things right.
  See Attachment/File: IMG_8394

  Business Response

  Date: 08/28/2022

  The first request from the customer was for us to replace the used part he decided to purchase for another used part that cost $180 and for us to reinstall it (although he states we installed it wrong from the beginning but wanted us to install it again). This would have solved the issue he had and everything would have been ok.
  
  We were trying to help the customer get his ATV running so we did inform him we would look for a replacement part. The customer probably assumed that we were going to pay for the replacement, but that was never told to him. We were just looking for the replacement as a courtesy.
  
  When he reached out to us regarding the status of the part, we informed him we hadn't found one. He did his own search and sent us a link to one he found for $180 on ***** That's when he mentioned us paying for the replacement and shipping to him. When we spoke on the phone, we informed again him that we did not install the line wrong and the brake line failed. We told him we would not be replacing the brake line but would help with the labor to reinstall. We were willing to reinstall the brake line for free, he just needed to purchase the brake line.
  
  This was not the response he wanted and got upset on the phone. He proceeded to leaving two bad reviews on our ****** page for this one issue (one from him and one from his wife/significant other) stating all the work we did was wrong. He now requests a full refund for all the work we completed plus work that he supposedly had another ********, not just the $180 replacement part he originally wanted. Once more, we were never informed of any other problems until his bad review.
  
  We do apologize if it was miscommunicated from our part when we said we would look for another brake line to replace it. It was never our intention to pay for the brake line since we clearly have a policy regarding parts warranty that was signed by the customer.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/16) */
  The customer brought two ATVs in non running condition and asked if he could get both ATVs running for $1,000. We told him we would start with one ATV first and have to do a diagnostic to see what work it needed but given the condition the ATVs were in, it was not possible to get one done for that price, non the less both ATVs. The customer said he was open to using parts off one ATV to get the other one running, which we advised against and told him we did not do.
  
  The customer agreed to get a diagnostic. Once the diagnostic was completed, we called the customer to inform him of the findings. We explained in details all the parts needing to be replaced, the labor costs, and informed him the total was $3,070.90 tax included. This price was for all OEM new parts and labor. The customer expressed he didn't want to spend that much, he had a budget of $2,000, and asked if we can find some used parts and/or aftermarket parts to help with the price. We informed him that we do not like installing used parts and advise against it but he was adamant about saving some money. A new set of OEM brake lines cost around $340 so the customer decided he wanted us to find used OEM brake lines. We were able to find the complete used OEM brake lines which did save him around $200. The customer agreed to proceed with the used brake lines and some aftermarket parts. We informed him of the updated total cost of $2,540.18 and sent the customer the updated work order for approval, which he signed.
  
  Once the ATV was repaired, we test drove it and found it to be running/driving perfectly. We messaged the customer on 06/13/2022 @ 5:09pm to inform him that his ATV was finished and ready for pick up. He came the following day, 06/14/2022 around 2pm to picked it up and test drove it before loading on his trailer. He was satisfied with the service we had provided and thank us for the work.
  
  On 06/18/2022, the customer messaged us about getting started on his other ATV. We called him back on 06/20/22 but got a voicemail.
  
  On 06/21/2022 @ 11:59am, a week after the customer had picked up the ATV, he messaged us with a picture of a broken brake line and said "Brake lines were installed wrong. Please call". We called and explained that it looked like the grommet broke off, making the line rub on the tire and break it, but that it was installed correctly. We explained there was no other way the brake line could be installed differently because of the angle it has and the length of it.
  
  We do not offer any warranty on parts other than that of the manufacture warranty. Since used parts do not have warranty, we offered to find him a replacement in the same condition but he would have to pay for the replacement. We also told him we would give him a break on the labor to help him out. The customer was not happy with that solution because he felt it was our fault the used brake line failed. He expected for us to pay for a replacement brake line and replace it for free.
  
  In addition, the customer is falsely making claims stating he had to pay for more work to be fixed but never mentioned this previously until now. Also, he stated the got home the same day he picked it up and the brakes failed after 2 minutes of riding but we texted and spoke for one week before him mentioning the break line failing. Another false statement, customer stated he called from 06/15-06/20 without a response but he was messaging about getting started on his other ATV and I did return his call on 06/20 and got his voicemail.
  
  In conclusion, the customer decided to go with a used part to save himself money which we advised him against from the beginning. He signed a contract before we started work on the ATV that states we do not offer any warranty other than manufacturer warranty.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm extremely dissatisfied with the shop owner's unwillingness to accept their incompetence to fix the problems at hand. If the task at hand was too tall of an order, they should have declined to service my ATV. Before picking it up I texted to see if it would go over 25. He responded and said "it seems to go over 25". After a few texts, I called to confirm how much he test drove it, and he said he can't drive it much because his HOA does not allow him to ride ATVs in the neighborhood. When I test drove it, to be respectful of his HOA/neighbors, I kept it under 25 mph. I took a 45 second cruise to make sure it atleast drives, but at the time I was not able to fully test drive it due to his community guidelines. Upon offloading it off the trailer and taking it for another spin, that is when the brake line burst and called him right away. He made me feel like I was in good hands by saying he will order a new (used) set free of charge. Furthermore, they have continued to not take responsibility for their installation errors and push the blame on me, the consumer. As mentioned, we talked on the phone about the brake lines where they agreed to order a new (used) set. I mistakenly even offered to pay for installation to help him out, where he offered to give me a discount on installation. I even sent him a text with a link to a brake line, and said to save him time (assuming he was busy since he doesn't answer most texts/calls) I would install myself - no response from him between that 7/30/22 text and 8/9/22. After multiple texts and calls and dragging their feet on finding a new brake line for me, they changed their tune and decided they no longer would give me a new (used) brake line. They said they would warranty them because they were installed wrong, then after showing proof they were installed wrong, he said he would not warranty installation errors. As you can see in their response they continue to claim they will not cover it.
  
  On the phone on 8/12/22 I told him the brake lines were not the only issues I had. He did not believe me and asked for more issues that were his fault. I told him he installed the new vacuum fuel pump incorrectly (thanking him for installing a $13 pump free of charge) but told him if he didn't know how to install it he should have left it alone. I also told him of several other issues like the carburetor (supposedly cleaned and tuned) and an inline fuel filter for example. I also left a google review stating the same thing. I then sent an email to his business email, expressing the same thing, reminding him that I had to pay another vendor to fix items. Since then, I have spent multiple hours and money replacing and fixing their issues. For the things I could not do myself I had another shop complete. For their lack of professionalism and lack of technicals skills, I have paid them $2,540.00 + $1,235 for replacing parts they installed incorrectly (not including my time and labor) + $581.00 (see attached) for having a legitimate business fix the rest of Ultimate Powersports' errors. A total of $4,266. I am seeking a full refund from their lack of work plus the amount from another shop to fix their issues, a grand total of $3,121.00 as of now.
  
  They need to own up to their mistakes so we can both cut our losses. I have given them plenty of time and ample opportunity to make things right.
  
  
  Business Response /* (4000, 9, 2022/08/28) */
  The first request from the customer was for us to replace the used part he decided to purchase for another used part that cost $180 and for us to reinstall it (although he states we installed it wrong from the beginning but wanted us to install it again). This would have solved the issue he had and everything would have been ok.
  
  We were trying to help the customer get his ATV running so we did inform him we would look for a replacement part. The customer probably assumed that we were going to pay for the replacement, but that was never told to him. We were just looking for the replacement as a courtesy.
  
  When he reached out to us regarding the status of the part, we informed him we hadn't found one. He did his own search and sent us a link to one he found for $180 on eBay. That's when he mentioned us paying for the replacement and shipping to him. When we spoke on the phone, we informed again him that we did not install the line wrong and the brake line failed. We told him we would not be replacing the brake line but would help with the labor to reinstall. We were willing to reinstall the brake line for free, he just needed to purchase the brake line.
  
  This was not the response he wanted and got upset on the phone. He proceeded to leaving two bad reviews on our google page for this one issue (one from him and one from his wife/significant other) stating all the work we did was wrong. He now requests a full refund for all the work we completed plus work that he supposedly had another shop fix, not just the $180 replacement part he originally wanted. Once more, we were never informed of any other problems until his bad review.
  
  We do apologize if it was miscommunicated from our part when we said we would look for another brake line to replace it. It was never our intention to pay for the brake line since we clearly have a policy regarding parts warranty that was signed by the customer.

  Customer Answer

  Date: 11/17/2022

  Yes - thank you ******.

   

  I wanted to add that I still have not heard from the vendor on a resolution. They mentioned they tried to make things right, but have since not ordered a replacement, offered refund, or provided any solution. Waiting to hear what they are going to do to rectify the situation.

   

  Very professionally,

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

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 17839333
  
  I am rejecting this response because:

  Yes - thank you *************

   

  I wanted to add that I still have not heard from the vendor on a resolution. They mentioned they tried to make things right, but have since not ordered a replacement, offered refund, or provided any solution. Waiting to hear what they are going to do to rectify the situation.

   

  Very professionally,

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

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