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:10/18/2023

  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.

  I purchased a new dirtbike from Wilson power sports on Sunday October 15, 2023. On October 16 ************************************************* cycles. I noticed the bike was not running properly. I contacted the dealership and they said they would pick the bike up and fix the issue. Once the issue was fixed, they sent me a bill for it. The service manager antagonized me, argued with me, and told me he was ok with charging me to fix a brand new bike I had bought from them just a few days ago. He said they had done everything right. I fully believe I should not have been responsible to fix the issue with the brand new, never used bike. But Im order to get it back I had to pay the bill. This company was very unprofessional during this process and did not do the right thing whatsoever.

  Business Response

  Date: 10/24/2023

  CK purchased a new 23 KTM 250 XC-W on Sat 10/14. We are not open on Sun or Mon like his complaint stated.   
  CK's salesman, the service advisor, and the service mgr spoke with CK on Mon 10/16 about the issues he was having with his bike. 
  Ck informed the advisor of the following: He was running through the heat cycles. He ran through 2 15 minutes sessions at 40% throttle. On his 3rd session he went to open it up more and it wouldn't fully wind out. He checked the power valves, pulled the power valve cover, he pulled the throttle the internal parts were not moving the way they were supposed too. Stated that he manually moved it and the bike would rev ******************* thing Tuesday 10/17 morning we sent a driver the 2.5hr drive to pick up his bike at no charge.  We were able to get a technician to look at his bike and fix it by end of day Wed 10/18. 
  ************** notes: Found that the spark plug was fouled. There was debris lodged into the isolator. Power valve: the base setting is within spec. When CK tried to manually move it, they dislodged the spring off of the exhaust control arm. 
  We called to inform CK that the bike was ready for pick up and let him know the above information.  He followed that conversation with profanities.  We have in the ********************************************************************************** such a derogatory fashion. 

  We explained to him that the problem with the bike would not be covered under warranty as it wasn't a manufacture defect.  We also would stand by our mistakes had there been one.  We charged CK $135.28.  That is the charge for the tech's time and spark plug.  3 employees attempted to help CK on their day off.  We drove and picked up his bike 2.5hrs with no charge.  We fixed the damages caused by the customer within 48 hrs after pick up(quoting 2 weeks out to new service intakes).  Our position would always be that we were not the one to cause the damages, but the manor in which CK handled himself was not appropriate. 

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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.

  I have had my Polaris razor at the shop for over two months. It initially took them seven days to do the diagnostic. Then after that, I ordered a brand new motor. The motor company needed the old motor pulled out and sent off as a core, before they could send a new one. It took them two more weeks to pull the motor out and another week to ship it off. Since then they have had the motor for 10 days and have not started installing it. Along with this any time I call my service tech is never there, or if he is, I cant talk to him. As well as switching out my service advisor in the middle of this process without my knowledge. Once the motor was pulled and I ordered the new one, I was given a quote of $1800 which was to include the current hours for the diagnostic, engine, install hours for the new engine, and some miscellaneous parts. A few weeks later, my quote had gone up to $2250 and my machine had not since then worked on. And then again a week later it went up to $2550 both times with no reasoning of cost to rise that much.

  Business Response

  Date: 05/26/2023

  
  During the time frame that ************************ machine was in our department there were a few staffing changes, because of this we have had the sales manager heavily involved to make certain that the job would be taken care of.
  During the 7 weeks of the time ************************ RZR was at our dealership we were waiting on the outsourced company to send back the engine for ** to be able to complete the repair.  Though this is not a time span we had control over, we were in touch with ********************** many times through this period.
  On the morning of 5/23 ********************** met with our sales manager, and vocalized to us that he understood the situation, and voiced his concerns at that time about pricing.  It was explained to him that the $1,800 quoted to him prior to receiving the engine was what the labor would cost, not including the additional parts it would require to complete the repair; this was a point articulated to him when labor was quoted.  It was also discussed with ********************** that the $2,550 is a total estimate including the required parts, but if the job requires less then we will adjust accordingly for the final bill.
  The parts have arrived and as of the morning of 5/26/23, his RZR is in the service bay for the technician to get started on the repair.  This job should be completed by 6/2/23, but hoping to finish sooner.

  Customer Answer

  Date: 06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because today June 2nd, Ive spoke with the service department at 10:45 am and I was told there is no estimated time that it will be done. I was told it could be tomorrow or next week. As well as their response states that my RZR has been there 7 weeks. When in fact I dropped It off March 18th, which is a few days shy of 11 weeks ago. Motor was purchased April 2nd and took them 1.5 weeks to get it out for the new motor to be sent back. 
  it is a clear time management problem. Parts should have been ordered when the new motor was ordered or received, especially since my service advisor had already spoke with the motor company for what needed done the day I purchased Motor.
   Another issue is I got A email stating motor had been delivered to the shop, when I called to see if they had started a few days later, I was Informed that they didnt know they had got the motor and it would be pulled in a day or two later to be looked at and order parts. 
  Moving along with the next part of their response. The only way we have kept in contact is ME the customer calling to make sure things are being done. I have been contacted no more than 2 times by them, and that is only because I asked and hounded them to call and keep me in the loop on things. I have been given the run around, lied to and can not get a straight, honest answer from anyone. If it was not for the warranty on ************, I would have pulled my rzr out and done the work elsewhere. I will not be recommending this shop to anyone again. 
  

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