Complaints

This profile includes complaints for Montgomery PowerSports Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Montgomery PowerSports Ltd

  550 N Nimitz Hwy Suite #2 Honolulu, HI 96817-5030

  
• 

  Montgomery PowerSports Ltd

  300 E Kawili St Hilo, HI 96720-5044

  

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:06/14/2023

  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.

  On June9, after my Kawasaki Z1000 arrived to this business from Pasha Hi, I signed it off to Montgomery power-sports for a light checkup, Later that day, I was informed by service personnel named ******, that I would need to replace both tires, he said they had some in stock, as he was giving me options, I specifically stated I did not want a smaller tire, he assured me this particular tire was updated not smaller, so I agreed to have it installed. Later w/the bike in my possession and after I took pictures to send to Family, we realized it indeed was a smaller tire. I sent before and after pictures to ******, he never responded. Another technician **** told me he'd look at the pictures, and call me back. He never called me back, i have since called back one time and left a message for him w/a receptionist, he still has not called me back. My bike is un-ridable right now, I was told the clutch cable was adjusted AFTER I called to also complain about how my bike shot off almost w/full throttle after i released the clutch slowly when I left the shop on the 10th. That day ****** had told me to be careful because the tires are new, however he never said anything, nor did my receipt, say anything about a clutch cable adjustment. Luckily I'm familiar with my bike which ive had for almost 5 years, that I was able to control it. And i have been a regular customer, buying parts and getting service for my bike for almost 5 years. I've never had such a horrible experience as I'm having right now. As it stands currently, I can not ride the bike, theres a safety issue, w/the clutch cable in that condition, and the rear tire thats on now is one that I did not approve of, I was told it would not be a smaller tire, but the before and after pictures show, it clearly is a smaller tire. I would like for them to remove this tire and give me a refund so i can buy what I requested. I also want them to re--adjust the cable clutch, so I can ride my ********** safely.

  

  Business Response

  Date: 07/14/2023

  The issue has been taken care of about 10 days after visiting MPS, June 24th.  The customer simply wanted a larger rear tire installed on their motorcycle. We kept the original tires to show the customer the tire installed was larger. It was discovered the customer wanted an even larger tire.  As for the complaint of MPS adjusting the clutch, our Service technician did adjust the clutch to be able to move the bike. What was not mentioned is the bike was received from Pasha with a bent handlebar and a damaged clutch perch and lever. The customer is correct, we did not charge him for the clutch adjustment that we had to do in order to move the bike, but the damage that was caused was not due to MPS and a claim has been filed with Pasha.  

  
  

• Initial Complaint

  Date:03/19/2023

  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.

  Date of transaction : 3/17/2023 Amount paid: $513.12 The business committed to provide a diagnosis for my battery drainage issue (vehicle battery kept dying).The dispute here is that not only did Montgomery Power Sports not diagnose my issue properly, it came back to me with new issues (screen not turning on). The worst part of this whole situation (and why I decided to contact BBB) is that the dealership horribly mishandled my vehicle and caused damage to it that according to them, will cost about $7,000 to fix. I have clear video evidence of them leaving my Polaris slingshot outside in the pouring rain with the hood completely open, and not a service mechanic in sight. There were puddles all over the engine compartment.After speaking with the manager (****), he declined to address the main issue entirely. He offered to take off a portion of the diagnostic charge which brought the total down from about $650 down to what I paid which was $513.12. This did nothing to address:- the $7,000 in repairs (roughly what they quoted just to fix the *** screen)- the loss of rental income I make on Turo that I use to feed my family (about $2,500/mo, $30,000/yr)- the fact that I still have to make payments on this vehicle which are about $700/mo ($8,400/yr) I bought this vehicle from them brand new in 2019 from them with 0 miles on it and now in 2023, it has only ****** miles on it. This is because it has spent most of its life sitting in the shop or waiting for repair parts. It has been one nightmare after another with Montgomery Power Sports these last several years, but leaving my vehicle out (hood open) to be destroyed in the rain was the last straw. This type of behavior shows clear neglect, and arguablypurposeful intent due to how odd it was to mistreat a customer's vehicle that badly.I am seeking for Montgomery *************** make it right by at the very least, agreeing to fix my *** screen at no cost.The R/O number is ****** The invoice number is ********

  

  Business Response

  Date: 04/07/2023

  BBB Complaint ID #********

       ************** purchased a NEW 2019 Polaris Slingshot SL on August 30, 2019. ************** was given a $1,549.00 discount off the **** upon his purchase, he expressed using this vehicle for the purpose of a rental business.  Snice receiving Mr. ****** vehicle November 14, 2020 to address a Manufacturer campaign, precaution in replacing a fuse that could possibly fail. ************** was not charged for the repair. Our technician notes indicated the onset of corrosion and poor upkeep of the vehicle, condition to be considered rough. On March 10, 2021 ************** brought is vehicle into our service department to troubleshoot a power steering issue, Normally the vehicle warranty would not cover the power steering in which it has failed.  Montgomery Powersports good willed the power steering, Saving ************** $1,765.12 in repairs.  Currently ****************** vehicle has several issues, some are small and others more critical.  Upon owning the Slingshot for almost 4 years, we are unable to confirm if any servicing was performed. Being that Mr. ****** vehicle is rental, the standard 2-year warranty upon purchase would be waived.
  
    The current concern relating to contacting B.B.B., ************** brought his Slingshot into Montgomery Powersports Service to address a battery issue.  It's unfortunate the day ************** brought his vehicle into MPS it was raining, he proceeded to video his vehicle sitting in the rain.  ************** informed us of his concern of his vehicle sitting in the rain, arrangements were made to store the vehicle in our service shop. In short, the rough condition of the vehicle was accumulated over years of being in the weather, not a day or two.  Upon diagnosing Mr. ****** complaint our service technician confirmed the problem to a wire harness connection issue. Being how sensitive the wire harness is, normal repair practice / procedure by manufacturer is to replace the wire harness. It is possible for other components to be affected when the wire harness is compromised.       
  
  In good faith Montgomery Powersports has warranted a total of $3,400 for ************** to date. We feel ************** still continues to press on Montgomery Powersports to cover the cost of his personal repairs for his rental.  The lack of general maintenance and upkeep is the result of the vehicle in question. 
  To be clear, we will accommodate ************** with any service or repairs needed for his vehicle. Moving forward MPS refuses to conduct further repairs for FREE.   
  
  We have provided a copy of the communication and photos between ************** and Montgomery Powersports to better understand the issue we are experiencing. 
  
  
  
  
  
  ***************************
  General Manager 
  
  
  Montgomery Powersports, Ltd.
  ************************************************************************************
  Phone: ********************* | Fax: ************