Complaints

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

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  Kirby Supersports

  3901 S Santa Fe Ave Chanute, KS 66720-5402

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  Kirby Supersports

  PO Box 682 Chanute, KS 66720-0682

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:10/25/2024

  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.

  We dropped off our Polaris on the 17th of OCT for an oil change, diagnostic of a front end noise, and a cost estimate for lights. We picked up the Polaris the same day and with the diagnosis that it needed a new axel. We returned the next weekend to drop off the Polaris after the part had been ordered on the 23rd and mentioned a squeaking in the back end and asked if they’d take a look at it, assuming it might be an easy fix. They took down the list of items to repair and look at. We picked up the Polaris on the 25th and we discovered that they only replaced the passenger side axel and that the squeaking noise was still there. The technician was called into talk to us about how Polaris has lots of squeaks and that “they are not Cadillacs”. While that was happening, someone else drove the Polaris onto our trailer. The service manger the said if you don’t like our service, don’t come back. Seriously, this is some of the worst leadership and customer service I have ever experienced. They don’t seem to even like to work on Polarises even though they are a dealership. Strange. I’d like to be reimbursed the $600 we spent not get the thing fixed. I think that’s fair given the run around and mistreatment we experienced. By the way, we never got the estimates for the lights and the original price they quoted us was 200+ 1 hour labor. They “threw in replacement of the break pads” to address back squeaking noise, but never confirmed cost with us. In the end, it was way more than they estimated.

  Business Response

  Date: 11/19/2024

  Customer showed
  up without a required appointment for service. Because they had come from about
  45 minutes away, we re- arranged our techs schedule & did their oil change
  & quick estimate on other items they had on Friday, October 18. We then ordered
  the axle at their request, without getting prepayment for their part. Customer
  came in the next week to have axle replaced. Customer called multiple times
  each of the 2 days we had the unit, often asking the same question about light
  pricing, with the estimate repeated each time and asking when the unit would be
  ready to pick up. She was told of the rear brakes needing replaced and that
  they were checking to determine any other issues. The lights would have needed
  to be ordered as it is not possible to stock every variation and she was told
  this and complained about having to bring it back in if this was to be done.
  Customer was told verbally the axle would be AROUND 200 and it takes around 1
  hour (shop labor rate is $105 hr). However, she also requested other items to
  be checked & verbally approved over the phone for any additional work to be
  completed. Again, customer called several times each day, and was not pleasant
  spewing profanities etc., not only to our service manager but also the
  receptionist & office manager. When customer did come to pick up the unit,
  several people came with them & in multiple vehicles. They were rude to all
  of our employees. Three different employees drove the unit & deemed it as
  normal noises & ready to go. The estimate for the lights were also on the
  receipt when they left. The person that paid was complaining and he said when
  he left he was unhappy & wouldn’t be coming back. The service manager said
  that was fine. Usually the customers we have sold their units to are first in
  line to our very busy service department, but we granted this exception. Customer
  is not owed a refund, we have already gone above & beyond especially given
  their treatment of our employees.