Complaints

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• Initial Complaint

  Date:03/05/2023

  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.

  Granite sportland, You installed a new crate engine in 2022 on a 2018 Arctic Cat M8000. Only 180 miles later, the engine is blown up again. Your comments stating that this sled has had significant damage done to it within those 180 miles to which caused the engine malfunction is false. As shown in the included evidence image articles, there is absolutely zero difference in the physical appearance of this sled between the dates of 2021 and now. If there was such an impact to anything to cause so much damage, the physical appearance of this sled would be changed dramatically. The wrap itself would show physical damage, yet is still in the same condition as it was in 2021. Also shown in the included evidence articles, dealer comments about the motor mounts, oil lines, and pull rope, are all standard mechanic practices, and should be mandatory things that go along with a brand new crate engine install by a certified mechanic. Yet along with all of the physical characteristics, none of these issues were brought to our attention when, before or after, your mechanic installed a new engine. If these issues were supposedly going to cause future damage to a new engine, I would think a certified mechanic would bring these to our attention and have them fixed before agreeing to install a new engine. Your company is refusing to even look at this malfunctioned engine, and now the vehicle is out of service because of the nonconformity for a cumulative total of 30 or more days after notification to your manufacturer, agent or dealer.We were willing to work with you, the dealer and mechanic, to resolve this; either, 1. Improper installation by your mechanic and/or 2. A lemon of an engine that was produced during the years of covid where manufacturers were short on labor, supplies, and resources. (I.e, engine was slapped together at bare minimum to get it out.I am really trying to be civil about this matter, and hoping to resolve this without the use of legal aide.

  Business Response

  Date: 03/15/2023

  TellMs. ********,
  We understand your dissatisfaction and grievances in time lost riding your 2018 Arctic Cat M8000,
  unfortunately, Granite Sportland cannot accept liability for work completed a year prior to your current
  incident. There are too many extraneous factors to rule out throughout the past year and resulting
  accumulation of 181 miles since motor replacement. We are happy to partner with you on a solution,
  however, due to riding conditions and the inherent risk in the recreation of snowmobiling, we have
  determined, in partnership with Arctic Cat, that your sled in its current state is due to mountain riding
  conditions as well as improper upkeep/maintenance. This vehicle has only been in our shop twice, once
  during motor replacement on December 23, 2022, and second, a year later on February 4, 2023 with its
  current issues. Without allowing the dealership, along with a certified technician to perform proper
  maintenance on a new motor or any component of the Arctic Cat, we cannot ensure that proper break-in
  was performed nor servicing to protect the integrity of the motor and its existing components. The motor
  did come with a 90 day warranty, however, we are well beyond those limits. These issues may have been
  addressed or entirely avoided if proper care by a certified dealership was provided. Since this vehicle is
  out of warranty, the risk you have incurred is one that every consumer takes when purchasing a
  recreational vehicle. As shown in the photographs below, the snowmobile has sustained damage from use
  which has resulted in its current condition. The issues are derived from the internal damage, not
  necessarily a reflection of its exterior components. Our aim is to resolve this claim with you and we look
  forward to working with you in the future and most importantly, ensure that your riding season is not
  compromised in the coming months. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19542653
  
  I am rejecting this response because:

  what is your solution then to resolve this? I still have hundreds more pictures and videos of this sled in 2021 with all of the same issues you explained it has and so when it was in your shop for motor replacement in 2022. Why wasnt it serviced properly then? Why did the technician not address anything a year ago if it was such a problem? 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/04/2023

  While we are very sorry this has happened to you, we are well past the offered manufacture's warranty of ******************************************************************************* Granite Sportland.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19542653
  
  I am rejecting this response because:

  in your last message, you said you wanted to resolve this, but now offer no resolution when asked. 
  
  Sincerely,
  
  *****************************