Complaints

This profile includes complaints for Torque Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Torque Group LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Torque Group LLC

  2113 Maxwell Avenue Darmstadt, IN 47711

  
• 

  Torque Group LLC

  41 W Division St STE C Evansville, IN 47710-1374

  

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:11/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Torque denied my warranty claim on a new Can Am commander with less than 2 days of use. The equipment started vibrating. I bought it to the shop. Torque sent a rep to look and the findings was basically pushed on me. I’ve owned this less around 6 months and have only used less than 2 tanks of gas. I tried calling a torque rep to discuss. They hung up on me the moment i said i have a lawyer looking over the contract documents. I purchased this for peace of mind to cover repairs just to find they deny claims and try to push the blame on me. I purchase the Can Am to enjoy with my grandkids. The warranty is refusing to pay for the part listed from the place i bought it.

  

  Business Response

  Date: 12/11/2024

  A portion of the customer's claim was approved. The components that were not covered were damaged to continued use. Once the machine failed to operated properly the customer failed to stop operating the machine, causing additional failures do to continued operation of the machine. Those failures are specifically excluded to from coverage. Also to note that we did not hang up on the customer. All of our phone calls are recoding and no such situation happened.

  Customer Answer

  Date: 12/12/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:  You cannot have continued use with less than  2 days on the machine.  What they are not telling you is this has a small amount of hours and miles on the machine.       Torque contradicts its comments.  There is additional noises that started under the dash as well.  Of course this is not covered either.  For the noise i hear they will not fix. This has to do with the steering.  For the noise i did not hear.   They do not repair.   At one point i was asked for maintenance records.  It has not even been used enough hours to require oil changes.  The moment i noticed a problem i brought it to the shop. 

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

  

  Business Response

  Date: 01/24/2025

  Based on a 3rd party independent review and the review of our claims team, we authorized the One-Way Bearing as it was the original cause of failure.  We denied the other parts requested on the claim for continued operation after the One-Way Bearing failed, as outlined on the Contract Holder’s agreement: 
  “Exclusion E. REPAIRS TO SEIZED OR DAMAGED ENGINES DUE TO CONTINUED OPERATION AFTER A FAILURE ARE KNOWN OR SHOULD HAVE BEEN APPARENT TO THE OPERATOR. CUSTOMER IS RESPONSIBLE FOR MAKING SURE THE OIL WARNING LIGHT/GAUGE AND THE TEMPERATURE LIGHT/GAUGE ARE FUNCTIONING PROPERLY BEFORE OPERATING THE VEHICLE.” 
  
  We reached out to the Repair Facility (RF) to try to see if we could provide some additional consideration for this claim.  However, the Contract Holder (CH) had already taken the unrepaired vehicle back into their possession.  We would be willing to provide some reconsideration on this claim, but that is assuming that the ** didn't continue to operate the vehicle after it was taken back in his possession.  The ** would also need to be willing to authorize the total disassembly of the primary clutch to determine if the other requested components that were damaged were not collateral damage from the One-Way Bearing failure, as we previously concluded.
  We received a second claim for an issue with the steering. We requested the RF provide photos to show the failure, however no photos have ever been provided
  

  Customer Answer

  Date: 01/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The unit was picked up for further inspection.   ******* ***** ****** charred an inspection fee over 200$.   After evaluation and inspection of the CVT it was found that the insulation that is attached to the inside cover became loose and entangled into the primary and secondary.    The complete CVT was disassembled and found that the only issue was the needle bearing.   This unit does not have a one way bearing.   All other components show no damage.  The belt was even in satisfactory condition.  The unit never made a sound except a vibration.    When it was picked up and loaded on a trailer.  It made  noise and began to try to move forward in neutral.  It did not do this when it was dropped off. Only a vibration.   Looking at the insulation caught in the primary.  This would explain the vibration.  This would also explain the bearing failure.      In addition the boot attached to the CVT cover was not attached.  This was the second complaint when brought to the shop.  The third complaint was the high pitch squealing noise under the dash.  Found to be in the power steering mechanism under the dash.  This was an original complaint.   My equipment was there month after month.  I kept getting responses from ******* that it was due to Torque taking the time.  It was torque denying everything.  It was torque blaming me.    Now after looking at the  CVT.  I feel like they were being dishonest.   Not one part is damaged beside the bearing.   Why was i being told there was so many more parts?  Why was i being told torque was unwilling to work with me.  I feel if i could have communicated with Torque myself things would have been different.   It’s obvious from looking at the disassembled parts that there was  not the need for all the parts to be replaced.  I would like to be contacted discuss  legitimate repair parts.   If feel like i was being taken advantage.  Looks like i was purposely cheated by ******* ***** ******.  All the time being told the problem was Torque.     I purchased the warranty because i work all the time.  I dont have time for repairs.  I am a construction manager and along  with that i am certified on several different small engines.  Honda, Lombardini,  diesel engines.   I worked as a mechanic for many years and built race cars.   Im shy of a 2 year degree in electronics.   Im saying this because i can work on this myself, but don't have the time.  I have attached a photo of the insulation.  There was fibers all up around the bearing when it was removed.   I can send pictures of everything but it will be pictures of parts that have no visible damage to them.   The bearing hardly spin.   I washed it and cleaned it and  material came out of it.    Torque was right saying it was just the bearing.  ******* said all parts needed to be changed.   They were up-charging me.  They were cheating me.    ****** **********************   **********  
  
  Sincerely, 
  
  ****** *******