Complaints

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• Initial Complaint

  Date:06/22/2022

  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.

  We took our 1996 Polaris 780 SLT personal watercraft to Jason at Biffle Powersports in Wagoner, Ok. for him to LOOK at ( a diagnostic check) to determine why it was not starting or running. He said the diagnostic checkup would take one and a half hours & his hourly rate is $100.00 per hour (Which seems very high). He said to leave it at his shop & he would look at it when he could. We left it at his shop and we said that NO WORK was to be done to it until he told us (from his diagnostic look) what needed to be fixed or replaced and what the Price would be for the work .....and that we must approve the amount and the work being done. Three weeks later.....He called my Grandson and told him that we owed him $541 dollars for him looking at it ( The diagnostic checkup) & to repair it could be $1200 dollars or more! We said $541 dollars to look at it diagnostically is NOT what we were told by him!!!!! & that this was robbery. He said : "If you want your Personal Watercraft & Trailer back.....bring me the $541 dollars ..... or bring me your Title signed over to me and I will keep it and Part it out & Sell it. THIS IS TOTALLY OUTRAGEOUS AND UN ACCEPTABLE!!!! This is Outrageous!!!! & hostage theft in my opinion!!!

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ Contact Name and Title: Jason ****** Contact Phone: 918-485-2887 Contact Email: ******************@gmail.com This is a prime example of why the owner of the ski should always bring the machine being worked on into the shop. At no time did Mr. ***** contact me with his wants or needs regarding his PWC. I write down everything customers tell me from last time ran to problems they are experiencing now and what they want done. In this case said machine was running 3 weeks prior to being brought into the shop and was experiencing loss in power or performance... upon self diagnoses from customers grandson the ski went to a no start symptom. At time the ski arrived at my shop the ski had no electrical power at all. It was expressed at that time the steps that would be taken and there would be repairs made in order to diagnose loss of performance cause as stated that was the main concern. Once power was established to ski we could determine engine status and start the diagnostics of the performance concerns. I pulled machine in pulled electrical box which had water and debris sitting inside it and it had damaged the electrical terminal board. Rust had overtaken the board and had broken several connections from board. Cleaned debris from box and replaced terminal board with new parts also replacing wire connectors on several wires. Once this was completed I charged battery and reconnected to determine machine had gained all electrical power. Once the machine was able to crank with electrical power the compression test was completed and a no spark issue was determined to be cause of the no start customers grandson was experiencing at home. A stator test was performed and found to have a faulty reading on the pick up coil on the stator. This would be the next step in getting to the main issue which was a running issue. When customers grandson dropped of he said "get it running but to call if it was too crazy." Well a call was made to the grandson laying out what was found and what needed to be repaired in order to get to the performance issues which were likely carburation and fuel related but a lake test and a likely a teardown of the carbs would need to be done to be 100 percent certain. The grandson took information to the original owner of the ski and relayed what we had talked about. Now to the part about the amount due. There is no such thing as a free exploratory diagnostics especially on a ski. There were going to be repairs made to ski to regain power at that time an estimate would be given to customer in regards to original performance complaint. After owner of ski was called by myself he wanted to negotiate a price because the ski was not fixed and apparently didn't want to continue the repair. This was fine up to the point were he wanted me to take parts of the ski which I told him I would but the hourly rate of 100 an hour would start again until I was finished removing parts that gave ski power. This was not a good option for the owner as he was upset of the total already. His options were laid out plainly as this 1) pay the bill and pick up ski. 2) I remove the parts and lower the ticket total slightly but the hours worked would remain. 3) He could bring the title to the ski and I would sell the ski and trailer for the total due. Either way I did not want the ski and had expressed concerns with grandson about working on it being so old of a ski. I have been in this business for 18 years and I've seen customers get in over their head before and it won't be the last time I'm sure. Customers and people who know me and have done business with us know I am a man of integrity and will continue to be. If anything is taken away here from this it should be never let someone bring a machine in and try to explain what you the owner want done. I will write down what is told to me and whoever brings it in will sign the write up sheet before they leave just as this customers grandson did above. It should be noted that his grandson is a grown man... If any potential customers have concerns about doing business with me just call me and or come by and we'll talk about those concerns. Thank you.