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:04/15/2025

  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.

  Complaint: 23209339
  
  I have reviewed the business' response and am rejecting it because:
  
  They didnt not complete service it was to get a deck belt payed for blades that didnt go to this mower and they wanted me to pay to fix what they did and the wheel was broke a year ago and service didnt fix it and I came down 2 more times and they still didnt fix it and I ask for some of money back if I would have to drive a 3 hr round turn they didnt want to fix what they did this is why I went to bbb 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/29/2025

  ******* ****** originally had his unit serviced in our service department which was completed and picked up on 4/10/2025. HIs total due for this was $239.95, which he paid in full. The next day Mr. ****** contacted us and stated that the deck leveling rod broke which had caused the anti-scalp wheel to become separated from the deck , bending the bracket and breaking the bolt that secured the wheel to the deck. We were unsure exactly how this occurred, but assured the customer we would warranty any parts that had been damaged when the deck leveling rod broke. As you notice from the attachments this warranty ticket was made that day on 4/11/25 and the parts were ordered. The parts were received at my business on 4/15/25 and immediately shipped out to Mr. ****** via *** and showed delivery on 4/16/25. Nothing done at the time of servicing this unit could have caused this failure on the part that broke, but we honored the warranty on this machine and immediately got the parts Mr. ****** needed and shipped to him. I am unsure why he is requesting money back on the annual service on his unit when that is completely unrelated to this failure. We will not be issuing a refund for this amount. I am also unsure what Mr. ****** expects to obtain from filing this with BBB as we have went above and beyond to ensure Mr. ****** was taken care of and received his parts on his mower. In reality we could have requested Mr. ****** bring the unit back in, but due to his location and distance from my business we did not require this and shipped him his parts, all at no cost to him. 

  We did everything we could to help Mr. ******* as you will see reflected in the dates of the attachments. We will not be issuing any type of refund as stated previously. Since Mr. ****** does not approve of how we do business, although we attempted to do everything in our power to ensure he was taken care of, he is welcome to seek warranty services from another ****** dealer moving forward. I would be happy to provide a list of those around his area if he so chooses to go this route moving forward. 

  Customer Answer

  Date: 05/05/2025

  Complaint: 23209339
  
  I have reviewed the business' response and am rejecting it because:
  
  You are not telling the truth the leveling deck arm broke last year and I told the service department about the wheel was broke or loose them told me they wouldnt warranty it because it a moving part then I went and talked to the lady that is behind parts she said it will be ordered and it was never ordered I ask 2 times when I came there for service to just fix it and I will pay for it then I made a appointment for 4/22/25 to have it serviced for the year service and I asked for them to put blades and a new deck belt on service had me talk to parts Toto have them order parts I came down I waited to have mower serviced came back a hour later to pick mower up service said they didnt have a belt for the mower I told service to have it ordered and Id just put it on myself I then drove an hour home to find out service put the wrong blades on the mower I call to see if you would send me the right blades I was told I would have to bring the mower back and ask if you would send someone to me and fix it you said not happening Im just going to have to bring the mower back I then asked if you was going to pay for my gas and time and you said not happening I when got mad and told you to go f*** your self then you want to ship me parts its not my fault you guys put the wrong parts on and for me to spend more money to get the right parts and service that I have payed for and get. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/02/2025

  Mr. ******, 
  Your response does not even begin to make sense and correlate with your invoices. Listed below is a detailed timeline of the experience we had with you. 
  

  On 9/23/2023 you purchased the mower. 
  

  On 10/19/2023 you brought the mower in for its first service with 9.7 hours on the unit. This just involved the oil filter and oil change. This was completed and you paid $134.01. 
  

  On 4/25/2024 you brought in the mower for the annual maintenance. A complete service was done including an overall inspection of the mower and no issues were found. The amount owed was $215.97 which you paid. 
  

  On 4/10/2025 you brought in the mower for its annual maintenance. This service was completed and overall inspection was done. The tires were noted to have lost some air, but no further issues with them. It is documented that the tire psi was set at 20 in the front and 13 in the rear. The deck belt was noted to be fine with no issue, as was the battery. The customer requested that new blades be installed on the unit, but he said he had to buy them from the parts counter on a separate ticket, so he didnt get in trouble with his wife for spending too much on his card.
  Mr. ****** purchased these blades on a separate parts invoice and they were brought over to the service department for installation. You paid $239.95 for the service and you paid cash  $84.29 for the blades. 
  After taking the unit home to mow you noticed that the blades were streaking the yard. We figured out you were given the wrong blades and we immediately sent you new blades at no cost to remedy the issue. You then let us know that the deck leveling rod had broke, which caused the anti-scalp wheel to become separated from the deck, bending the bracket and breaking the bolt that secures the wheel to the deck. We also immediately got these parts in and shipped to you at cost. This issue was filed under warranty and has no direct impact on the previous service. These are two different scenarios. The one on 4/10 was just an annual maintenance and you paid $239.952 plus the blades for $84.29. Then you had the deck issue which we provided parts for at no cost through warranty. The warranty work again has no bearing on the service. The warranty exists for situations like this one and covers it. 
  

  To recap a few things you noted. There was never an issue with a belt or tire documented that we found or you stated was an issue. You had this unit brought into our service department 3 times for service work (basic maintenance). You paid for said services and those services were performed and you received parts on these.  We did everything in our power to make sure you were taken care of and that additional trips were not being made from your location to ours. There will be no money refunded to you as the money you paid were for services you received and no issue was due to the services performed. 
  

  
  

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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.

  Tried to purchase a side by side but if youre not super cautious about the numbers its super easy to get tricked up. My experience was they asked what I wanted for my trade and then just raised the **** $5000 without adding any equipment and agreed to my number. I know this method is against the law with cars to do to people but I guess not on powersports. I was referred there only to be charged $5000 too much with the hope I wouldnt catch it. I believe this is a poor business model and customers should not have to go through this to purchase anything

  Business Response

  Date: 03/12/2024

  This statement is regarding the potential sale we were working on with *************************. ****************** started messaging our team on or around February 22nd concerning purchasing a Polaris Expedition and trading in his 2022 Can Am. We initially asked him for the *** on his potential trade-in unit and pictures of the unit. He would not send us the *** so we could verify the unit he had for trade, and he sent only one picture which realistically did not provide an overview of the entire unit so we could even quote a correct trade price. The initial price ****************** was given was an out-the-door sale price with no trade-in, which he was quoted when he was in-house looking at the unit. At the time of this pricing, there was no mention of the trade unit. Once the trade unit became involved, we had to look at the pricing.
  

  Since ****************** would still not provide more pictures, the ***, nor bring in the unit for review we had to quote based off looking at one picture of this unit. We came to this evaluation which was sent to him by messenger:
  Sappingtons Team: We looked at your unit and ours. It looks like we would be at $25,000 difference plus payoff pending inspection. That is giving you $17K for yours. Your unit is $15,455 *** loan value, which is the retail pricing on that unit. To give you top dollar on your unit, we will have to start at MSRP for the expedition.  
  

  Unfortunately, we are not able to sell our products at extreme discounts and buy customer units through trade for more than the retail pricing of that unit. When pricing a unit, which is easier to do with the units information and at least multiple pictures of the unit which we were never able to get from ******************, we must take into consideration what the worth of the unit is. We must be able to clean it, stand behind it, and pay commissions to our sales team. This all goes into the pricing of these used units. Had ****************** been willing to bring in his unit or even provide more information on it, we could have potentially worked out a better deal for him.
  

  ****************** was very hostile from the very beginning of this potential transaction towards my employees, and it was very difficult working with him. He sent very demeaning messages to my sales team which is unacceptable. We gave every attempt to try and accommodate his requests, but it is hard to work with someone who is not forthcoming on their unit and willing to work with us in an appropriate demeanor.