Complaints

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• Initial Complaint

  Date:12/30/2024

  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.

  10/31/23 - Dropped off my 1999 snowmobile s/n ending in 7227 at Blackfoot Motorsports (BMS) for preseason service. I authorized all recommended work, and on 12/13/24 I paid $682.08 and took my machine home.1/14/24 - Took the machine out for the first time since the service. It died after less than 1 mile, and would not restart. A quick inspection revealed a broken spark plug, so I replaced the plugs, but it still wouldn't start. I towed the machine back to the trailer, and dropped it back at BMS around 1/20/24 for diagnosis.2/1/24 - I received a voicemail estimate of $1484.00 for extensive engine repairs.2/13/24 - I paid the $101.00 diagnostic and was unable to get any further information nor assistance from the young cashier. I took my machine home to plan next steps.2/21/24 - I saw a ******** ad by *** that advertised new "customer-oriented" management, so I sent a message to GM **** ****** detailing my situation. After reviewing all the information he decided that *** would do the needed repairs at their expense. 3/19/24 - I dropped my machine back at *** for the gratis repair. I was not asked to sign any repair order, which seemed ok since I was not going to be paying for the repairs. ***, the mechanic, admitted on more that one occasion that my machine never should have left *** in the condition it did after the preseason service. **** seemed to delegate handling my situation to ***, as I never spoke to **** again.11/1/24 - After being repeatedly put off by ***, I emailed **** requesting he get *** to finish the gratis repairs on my machine instead of doing more lucrative (customer-pay) *******/**/** - Extremely frustrated, I emailed **** requesting a refund of the original repair invoice. *****, the new **, replied that my machine should be done on 12/20/24.12/20 - I received an email from ***** reversing BMS position, stating that I now owe them $*********** needs to stand by its promise to repair my machine at no cost to me.

  Business Response

  Date: 12/31/2024

  Here is our correspondence and offer of a goodwill gesture to try and figure out a reasonable resolution. There is no documentation stating that any repairs would be free. including several emails when customer requested a "goodwill gesture" regarding the cost of repairs. Below is our most recent email chain. a 20 year old machine is bound to have potential repairs, and a pre-season check of a machine doesn't put all liability on the mechanic shop for any and every future repair. especially of the nature that isn't a directly correlated mechanical issue. we are always willing to do the right thing, but a demand of free mechanical services is unreasonable. 

  On Monday, December 23, 2024 at 01:40:37 PM MST, Blackfoot Motorsports <***************************> wrote:
  ****,

  I wanted to follow up on our recent discussions about the snow machine repairs. After reviewing all our communications, double-checking with **** on what he had agreed to, and the work carried out, we confirmed that our team did not perform any work that led to the failure of the snow machine. As such, we cannot cover the repair costs.
  We acknowledge that the repair took longer than anticipated, and we apologize for any inconvenience this may have caused. Your several emails questioning the completion of the repairs show a traceable, assumable approval of the work being completed; otherwise, the emails wouldn't reference the completion, they also only referenced a Goodwill discount. as such, the final bill is lower than the original quoted estimated price.
  The repairs have been completed. and to the best of our knowledge is ready to go. Your balance due to pickup the unit is $1,263.62. as a final goodwill gesture to put this all behind us we are willing to discount the work to $1,000/ this is $484 under the original quoted price of $1484. as part of this discount we also insist all public comments, posts, etc... are to be immediately & permanently removed and you'll not post, review, or comment regarding our business, or future businesses. This Offer expires Dec 31st at 4pm when we close for the year.
  We will be closing Christmas Eve at 2pm and will be closed Christmas Day if you plan on coming around that time.
  
  Best regards, 
  *****
  
  On Friday, December 20, 2024 at 07:14:49 PM MST, **** **** <************************************> wrote:
  
  Considering that you weren't employed by *** at the time, corrections need to be made to your inaccurate timeline.
  
  12/13/23 - ************* had preseason service done, and I authorized all recommended work at that visit. I was told both had been run after the repairs and were good to go. At no time was I advised verbally, or in writing, that there was no warranty on the work performed. 
  
  1/14/24 - ************* were taken out for the first time since *** did preseason service. S/N ending in 7227 died while riding less than a mile, and would not restart. In an effort to get it restarted and back to the trailer before doing any further damage, I inspected the spark plugs and found one broken. Like any responsible rider, I carry a new set of plugs which I installed, but it would not restart. I towed it back to the trailer with the good machine, and it was back at BMS around 1/20/24, including the broken plug.
  
  That's when I paid $101.00 to be told it now needed a cylinder, pistons, and gaskets to rebuild the motor. I came and got the machine so it wouldn't take up space while I mulled over what to do.
  
  After seeing a ******** post about new customer-oriented management, I reached out to GM **** ******, who reviewed the invoices and made the decision to make it right and do the repairs at *** expense. I was hoping to get it repaired in time for the rest of ice-fishing season but that didn't happen. I remained in email correspondence with **** until March 11, 2024, at which point he delegated it to ***. ***** communication was poor at best. He made promises that he didn't keep, and never reached out to me to advise me of status; I always had to call him, and I never got the details about wrong parts or additional findings that you seem to have been able to get.
  
  By November 1, 2024 I had lost my patience with ***** excuses, so I emailed the address I had been using for ****. I never received a response from you, just a phone call from *** basically denying that he'd been putting me off, but that he was still committed to making it right. He knew, as **** did, that it was the right thing to do, even if it cost the company money. He openly admitted it never should have left the shop leaking oil that way, and for a while, took some responsibility.
  
  The handwritten RO's and the email chain at your other email address clearly supports this version of events. I am giving you one more opportunity to follow through on the contractual agreement that was made by other representatives of *** before you, and absorb the current invoice. If you agree, I will not pursue any further action against ***, and I will update my and ******** reviews to show BMS in a favorable light.
  
  
  ****
  
  Looking through the timeline as documented in emails, in our service tracking software, and as noted on invoices, I believe it brings more clarity to the situation
  
  12/05/23 Two 1999 (23 years old) Units brought in for basic pre-season and once-over.
  The referenced unit required minor repairs including: Clutch Spring, Exhaust Spring, Mikuni Primer, and Drive Belt.
  12/8/23 replaced Muffler
  12/13/23 repairs made, unit picked up and invoice paid.
  
  1/22/24 Unit returned due to running rough, and alleged spark plug hanging (which as noted was replaced/repaired by unit owner not by our shop)
  2/1/24 Unit was inspected, and we called and quoted repairs on voicemail estimated at  $1484 for the recommended repairs
  2/9/24 called again and left voicemail
  2/13/24 Invoiced for 1 hour labor for diagnosis paid and unit picked up. (Per your email on 2/21/24 confirming Oil tank full & no apparent oil leaks) mechanic recommendation to repair wasn't implemented (Mechanic notes written on invoice recommended repairs to top-end including top-end kit replacing both pistons) Had there been liability concerns, it should have been addressed prior to any diagnostic payments being made.
  
  3/19/24 Unit returned for repairs as the top end had blown, oil was leaking.
  3/19/24- to Today Apparent in person meetings, conversations, and phone calls happened with prior employees that are no longer employed here, unfortunately I dont have any direct knowledge of any facts or details from these meetings, but details Ive been told second hand have followed this timeline, and basic details. although anything Ive heard is hearsay and impossible to verify.
  Conclusion:
  After looking at verifiable documented facts, no refund of any type is warranted, as even per your email on 2/21/24 any discounts would be appreciated as a goodwill gesture toward the top-end repairs. the time taken to repair the unit has primarily been, waiting on back-ordered parts that were just received on 12/19/24. I believe trails have not been fully opened to snow machines quite yet. Off Season repairs in any repair shop are de-prioritized for in-season repairs.
  Due to your choice to not making the suggested repairs that were offered at the time, the timeline of events, and online reviews already posted we are not offering any discounts or good-will gestures. We also wont be refunding prior invoices. The final repair bill for your unit is $1,263.62 (which is lower than the quoted estimate of $1484) the unit is finished and once invoice is paid in full youre welcome to pick it up. Due to the age of this unit the repairs do not come with any warranty. We directly request-demand any non-factual defamatory online statements and reviews be updated to verifiable facts only. We understand this situation is frustrating, and units of this age can be expensive and unreliable. We do have options available if youd be interested in purchasing a more modern set of sleds.
  We look forward to closing out this matter.
  *****
  
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22748056
  
  I am rejecting this response because:

  It is a gross misrepresentation of the facts by someone who was not employed by *** at the time, and it is a disingenuous offer; the original arrangement from 3/19/24 of no charge to me applies. You can't change a no-charge repair to a $1284.00 bill at the time of completion of work because you don't like a ****** review.
  

  On 12/19/24 my email to ***** clearly stated that I felt that *** (the mechanic) needed to complete my machine instead of choosing to do more lucrative customer-pay work, and he did not take issue with the "goodwill" at that time. ***** brought it up after I requested a refund of the original repair invoice on 12/20, which indicates he knew it was no charge to me.

  The off-season excuse for the delayed repair holds no water, because *** had plenty of time between 3/19/24 and the start of boating season to finish my machine, especially if the correct parts had been ordered the first time. Not to mention that *** often told me my machine was in the shop over the course of the summer.
  

  I am not trying to hold *** responsible for all future repairs needed just because they did the pre-season service over a year ago. *** admitted more than once that my machine never should have left in that condition after the 2023 pre-season work. If this had been customer-pay all along, *** would have created a written work order, just as had been done on my prior visits. The lack of documentation further points to the goodwill nature of the agreement.

  If this had been a customer-pay repair, I would have never tolerated the endless excuses from *** as to why my machine wasn't done yet. I would have yanked it out of their yard, and it would have been fixed months ago by a different shop, and I could have been using it for this ice fishing season.
  

  My ****** review is hardly the only one complaining about their service department; and I don't take pleasure in giving bad reviews. I needed to get someone's attention in management there, and now we are here in a dispute. This could have been easily avoided if it had not been dragged out for so long.
  

  The correct resolution is to abide by the original agreement, and *** release the machine to me at no charge.

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