Airline Services, Inc.

Re:ID # *** - Fun Center CyclesLet me tell about my buying experience and then I will address more specifics later in this text.We had just bought our off the grid house and winter was looming so I went in to Durango Fun Center to buy a snowmobileLarry the salesman met me at the doorRight there was two prior year models that were rebated for quick sale.The price looked good and having only ridden once before I asked Larry if my husband had a heart attack could I strap him to this machine and get him down the mountain to town since they don't plow for miles down the mountainLarry said oh sure of courseSo so I bought it.Turns out this machine is for expert riders who ride off trails in deep snowIt's not for trail ridingIt's totally wrong for a beginnerIt's hugeI am years old and poundsMy husband isn't much bigger or any more experiencedAnd only one person can be on it at a timeI feel duped by Larry. Well a few days ago Polaris Resolution determined that it was operator error that caused the firesIf it was operator error it was because Larry got greedy and sold me the machine with the big commissionNot the one I needed.And the first time the machine burned it was under warrantyWe had only had it three months and it was newI have never spoke to the owner of this companyWhy? Why can't I speak to the ownerThat's weird.I can't sell this machineWho would buy it? I need another oneThe owner probably doesn't know we bought a rmk from him and paid cash because we couldn't rely on the burned one last yearI feel like I am getting a bad deal.Plus I never got a manual when I bought it( see attachment)We ordered one the next year from the *** *** ***Same ownerSo how would I know the machine was so wrong for me?The owner has ordered us to remove the snowmobile from his property within daysOf course it wasn't him that called.Sincerely*** ***

The customer has a valid concern here with the unit not functioning properly.  While it has been determined this is do to improper use, as the unit has over 100 overheat codes, we are doing everything we can to help as it is unacceptable that the unit is not operating properly.  As we have...

explained to the customer; we are on their side and we have been, and will continue to work with Polaris to find a resolution to this problem.   The first time the unit had an issue it was out of warranty but we resolved the issue as a ‘goodwill’ to the customer.  The second and latest time this happened, we sent two employees on personal equipment up to the owner’s remote property to retrieve the unit.  During our visit, the customer berated our employees to the point that they left the premise to avoid any further drama.  Only after working with the husband was our team willing to go back to the customer’s location to retrieve the unit.  Please note, we have no obligation to perform this personal service but are doing so to try and appease a very difficult customer.    Since we retrieved the unit we have been working with Polaris to resolve this issue despite the unit being out of warranty.  As we have explained to the customer, we are doing what we can to help but unfortunately this process takes time and we have asked for the customer’s patience while this plays out.  We doing this, even after the customer left bad reviews on multiple web pages and other avenues.  Again, we are not obligated to retrieve the unit or even work on the unit for that matter.