Complaints

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• Initial Complaint

  Date:10/17/2022

  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.

  the front dry shaft where it goes into the engine, the bolt that holds the dry shaft together inside the engine has backed off...i took my four wheeler to Mac's cycle supply on Nov. 2021 to be fixed and they said they went into the engine and fixed it and i had to pay $980.00. Then i had to take it back shortly after that because it was free wheeling and they put a EMS repair kit on it. It has set most of the summer and then i started riding it in Sept. 2022 and it has started doing the same thing again, free wheeling and the bolt has backed off inside the engine. I called Mac's back and they said i could bring it back down and leave it until they could look at it but they have at least a four week wait. I am needing this issue taken care of and i dont feel like i should have to pay for it again. Actually i should not have had to pay for it the first time since the problem in my opinion is a factory defect. This is hunting season, the reason i bought this and i shouldnt have to be without one at the point.

  Business Response

  Date: 11/02/2022

  The complainant brought his ATV in for repair on November 6, 2021. Complainant stated
  that the front end was cracking and not pulling. He also stated that it was like the front end was not
  engaging. A bolt had backed out that holds the front coupler tightly on the prop shaft in the engine.
  The coupler had become stripped and had wore on the prop shaft. Customer had 2,026 miles on it
  at that time and had been out of warranty for 10 months. The ATV comes with a 6-month warranty.
  The coupler and shaft were replaced along with oils and clamps for $980, as stated in the complaint.
  Customer felt that it should have been covered under warranty. He contacted *** ** customer
  service and we contacted service on the dealer side of it. *** ** stated that due to mileage on the
  machine and that warranty had been expired for 10 months that they were not able to provide
  assistance. Mac’s service work has a 30-day warranty. Customer picked up on December 10, 2021.
  On February 3, 2022, complainant brought the ATV back saying that the oil light was
  coming on, especially when going uphill. We ran a computer diagnostic that showed one fault for a
  transmission code. We cleared the fault and rode on the property 2 miles. Mac’s then took the ATV
  to the hills to try to replicate the complainant’s concern. We rode it 7 miles on primarily hills and
  machine did fine. ATV was picked up on February 10 with 2,194 miles and there was no charge.
  On March 16, 2022, ATV was brought in saying that the light was still coming on right
  away and the machine would quit. We rode 4 miles and machine operated appropriately. Mac’s
  contacted *** ** to see if they had seen any issues similar to this. They responded that not on an
  ATV, but they had seen some SSV that were ridden a lot on the asphalt and had rough tires. They
  made a repair kit for those and stated that it could be used on an ATV also. Mac’s installed the kit
  and rode 8 miles with no issues. ATV was picked up with 2,234 miles and once again there was no
  charge.
  On October 12, 2022, the complainant called saying the ATV was doing the same thing as
  before. Mac’s informed the customer to bring the machine in and we would look at it. He was
  informed that the service department was backed up a few weeks. He said he wouldn’t bring it
  because it was hunting season and he couldn’t do without it for that long.

  On October 19, 2022, the complainant called asking what we had in stock. He said he was
  just thinking about trading in and getting rid of the aggravation. There was additional conversation
  where the current mileage was brought up and the machine has over 500 additional miles on it from
  the last time it was in for service.
  If the ATV does have problems, continuing to ride could cause additional damage that
  would be mitigated by dropping it off for the service technician to inspect it.
  I feel that Mac's Cycle has used reasonable diligence that it uses with all customers. The
  details of this referenced matter shows that there has been no lack of service provided my Mac's
  Cycle Supply.
  Regards,
  
  ****** *******
  Macs Cycle Supply