Complaints

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

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  Karl Malone Powersports

  345 N Main St Heber City, UT 84032-1437

• 

  Karl Malone Powersports

  1379 W 3300 S Granger, UT 84119

• 

  Karl Malone Powersports

  1480 N State St. Provo, UT 84604

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:08/11/2024

  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.

  Business has had my motorcycle for 2.5 months. Business has made no attempt to repair my vehicle in a timely manner. Business will not give me a date on which it will be done. Business has poor communication. Business lost parts on my bike for 2 days. I do not have faith that the Business can repair my vehicle correctly at this time.

  Business Response

  Date: 08/22/2024

  Hi- While I am sorry for your troubles, we do not have any record of you ever coming into Karl Malone Powersports in Heber City **** under the name of ***************.  I would bet that your probably dealing with **** Malone Plaza Cycle in **************, which is a completely different location.  I would be happy to try to help you out as best as I can, but I do not have any control over anything that happens down there.  Please feel free to reach out to me, my name is *******, I am the ** of this Heber Location and you can reach me at ************

• Initial Complaint

  Date:05/29/2024

  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.

  I went to Karl Malone power sports because I trusted the name and the products they sell. When we arrived we told the salesmen that we were new to riding world and this would be the first Machine we ever owned and that we wanted something reliable as we had 3 kids with us and needed something we could trust. They immediately showed us a 2018 Polaris 1004 seater that had roughly 1260 miles on it. They told us it was a well-maintained and took care of machine. That was an excellent running order. They sold us on the machine and we bought it, when it came time to financing, they crammed a warranty down our throat. I was a little thrown back about the way they just added it on there, but I figured it was probably a good purchase anyways so we bought the warranty. Lucky I did the first time we put it in the dirt and off the trailer. It was making some ***-awful noises. We took it immediately back. The service technician that works for Malone told me out of his mouth that we were lucky it didn’t split into with us he said the only thing holding the clutch assembly machine was the bolts were broke off, it was in the shop for about a month when we got it back. It had immediate problems and went back. Got it out of the shop and went back the last time they said it was fixed. I took it off the trailer thank *** to wash it before taking it out of town , and it was some awful noise. I took it back the following Monday and apparently it needs a new transmission. I’ve put less then 50 miles on this machine. I’ve gone back to the dealership and asked them to honor the Lemmon law as they have sold me a machine that had major problems. I have included receipts, but they do not include the new transmission It is going to need. I want an exchange and I want them to put me in a new machine like they should’ve in the beginning. They should’ve never sold this machine. It was never gone through and I have had to pay time & money out of my own pocket. This is a scam they run.

  Business Response

  Date: 05/29/2024

  I am sorry to hear about your experience at Karl Malone Powersports in Salt Lake City.  Unfortunately you have reached out to me and I am at a different dealership in Heber City and have no authority over the Salt Lake store.  Please reach out to the GM Jeff at the dealership ###-###-#### or you could try Kris at ###-###-#### (management).   Please note this complaint does not involve this particular dealership.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 motor cycle from the dealership in Jan of 2023. Since then the bike has been in twice for warranty work due to malfunctioning parts. In total the bike has been at the dealer for about 7 months. I dropped it back off in Oct of 2023. It took some time for a part that was on back order to come in. Nothing the dealer can do about that. So they put the bike back together and for several weeks can not get it to start. It drove it in so it was running when I dropped it off. Now I'm being told they are passively working on it as to not charge cfmoto or myself for the work. It's under warranty, a new bike. For several weeks I have been told give us a little more time. My patience has run out. I paid for extra warranty coverage on my contract and wish this resolved. This is the Provo location.

  Business Response

  Date: 03/11/2024

  I am sorry for the inconvenience you have and are experiencing.  In an effort to help, I will reach out to management at the Provo location and try to help you.

  Unfortunately, this issue is at a completely different location than this one and I don't have any ability to do anything for you.  If you want to go forward with this discrepency please do so with Karl Malone Powersports Provo...(we are the Heber location).  I will however, reach out to them to try to help and encourage them to get this resolved for you.

  Customer Answer

  Date: 03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/01/2023

  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.

  We took our Rzr to the dealership to have recalls taken care of and an oil change done. Prior to this we didn't have one problem. The first time taking it out after getting it back our Rzr over heated bad enough to ruin the motor. The dealership told ** it would be covered under warranty so we had them pre-order parts. Also told them if the warrant doesn't cover it for any reason that we would pay a restocking fee for the parts. The warranty did not cover anything. After two weeks of no communication I had to call them just to find out that the warranty didn't cover anything and that they tore apart the motor without notifying ** about anything. A week after that we had to call again to find out the status. This being done left ** having to pay $6000 to get our Rzr back. The communication with this company is absolutely ridiculous.

  Business Response

  Date: 06/06/2023

  Customer dropped machine off on 04/10/2023 for an overheating issue. Customer states that the machine was overheating and got up to 284 degrees. Technician diagnosed machine and originally thought it was the thermostat. After replacing the thermostat, the issue persisted and there was no change in the overheating. Technician then looked deeper into the issue,checked compression and found that it was low. He then did a combustion leak down test and verified a leak and found that the coolant reservoir tank was being pressurized. Service writer then called the customer on 4/12/23 for the approval of the tear down of the head to verify that the head was still flat and not warped. Technician found that the head was indeed warped and needed to be replaced along with other components that were necessary to replace during the head replacement. The service writer then contacted the warranty company and submitted a warranty claim with them. The warranty company then sent out an inspector to go over the damages and they reported back to the warranty with their findings. On 4/20/23 the customer had contacted the shop to get an update on what was going on with their machine and got the service manager ****** on the phone. During the conversation with the customer and ****** the customer asked ****** about the probability of the machine being covered under warranty.****** responded with stating that it was out of his hands. He couldnt promise anything and that it is totally up to the warranty company and that we will do our best about getting it covered. ****** did state that he had other claims similar to this one that he was able to get covered in the past but was still unsure of what the outcome was going to be. The customer then asked if we could pre order parts so we could expedite the rebuild while we were waiting on the answer from the warranty company. The parts got ordered that day after that conversation. There was no conversation about restocking the parts if the warranty company didnt cover the damages. Customer then called back to get another update on their machine and ended up talking to ****** again. ****** then informed the customer that the damages were not going to be covered under warranty as we could not find a manufacturer defect on any parts of the machine and asked the customer if he wanted us to proceed with rebuilding the engine and putting it all back together. ****** and the customer went over pricing on what it was going to cost to rebuild the motor and what he would be out of pocket in order to get the machine back up and running. The customer agreed to the pricing and the rebuild of the engine to get him back up and going. The customer then called back about a week later to get another update on their machine and found out that it had just gotten finished earlier that day and asked again how much it was going to cost and the customer became very upset and frustrated. The customer Talked about having to take out a loan on his vehicle just to pay for his RZR to get it out of the shop and informed ****** that he would no longer own a Polaris. ******** also stated how upset he was that we moved forward with repairs and that he could have paid that ***** had he taken it elsewhere. ****** then proceeded to remind him that he did approve us to move forward with repairs and he stated, Well did I have any other choice? ****** informed him that he most definitely had other options and could have taken the machine and motor in a box and taken it to any other shop of his choice to get the engine rebuilt. The customer then informed ****** he would come up with a check to get the machine and he was selling it as soon as he got it back. Customer then shows up to the dealership to pick up the machine and one of the salesmen and sales manager greet him and the customer proceeded to use profane language toward them and flipped the salesmen off while walking in the back to pay his bill and get his machine and leave. The customer before he left canceled his warranty and left.  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20128580
  
  I am rejecting this response because: what they are saying is not true on everything. They claim they called on April 12th for approval of tear down. They never called. Yes, there was conversation of restocking of the parts if the warranty did not cover the damage. Again, not the truth when theu say it was never a topic. As far as putting the Rzr back together, it needed to be put back together to get on the trailer. But there was never permission to tear it apart for the new parts. I had to call again to get the status of my machine. Making that the 4th call. Communication was never once done on their end. When I showed up I was very upset. I think anyone in my position would have been as well. I asked the salesman to please leave me alone three different times and was heading straight to the service. I was put in a position where I had no other choice than to pay to get my machine back. I honestly feel like the dealership doesn't value their customers. Losing one customer isn't doing anything to them. I want to make sure my situation is known so that hopefully someone does their research and will go somewhere else. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/08/2022

  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 dropped my Polaris RZR Pro R off at Karl Malone Powersports in ***** to get repaired. I was initially told I would have the machine at the end of July. I still do not have the machine, and have been given the run around for the last 4 months. Each time I call in I get a different answer as to why the machine is delayed. One time I was told they were waiting on a shock from Polaris. I reached out to Polaris corporate through ******** and explained the situation and they said they didn't even have a request in from ******************************* for the part. They then sent the part. ******************************* then alleges that they broke the part trying to install it, and are now waiting for another part from Polaris which was supposed to take 2 days, but a month later they still don't have it, and now I'm told they're also waiting on a handful of other parts as well. A month ago I was told all the parts were in. They've also gone back to my insurance company multiple times, increasing the amount of the request alleging they found more parts that were broken which is completely untrue. In their initial estimate they had doubled the quantity of every part on their request to my insurance company, and I caught it so they changed it. Completely fraudulent and they continue to hold my RZR to milk my insurance company for more money as they string me along.

  Business Response

  Date: 09/13/2022

  I am sorry to hear about the troubles you have had. Unfortunately you will need to reach out to management at the ***** location of Karl Malone Powersports in order to resolve your concerns, as I do not have any authority over that location.  You may want to reach out to *********************** at *********************************** and see if he can be of any assistance.

• Initial Complaint

  Date:07/11/2022

  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 have had my sxs in the shop twice within the 3 months ive owned it. First time they fixed it and this time they want me to fork out over 2k on a machine that should have never been sold in the first place. If they would have properly serviced the equipment they got on a trade before reselling I might not be in this situation, but they flat out don't care.

  Business Response

  Date: 07/22/2022

  This customer did not purchase his machine from this dealership. Please reach out to the dealership at which the machine was purchased.  We do not have any record of this purchase or this customer at this location.  We are the ************ dealership on the North end of Heber.  If this information is incorrect, please reach out to me directly at **********************************  Thank you