All Seasons Powersports Mineral Wells

Thank you for notifying us of this customer complaint, and allowing us the opportunity to respond. While we understand the position of the customer and how they feel, we are unfortunately not able to assist them in the exact way they wish. This customer purchased a machine with a color scheme that...

was new for 2015, and wanted their bolt-on accessories to match. Prior to the actual sale date of the machine, we ordered all accessories that they wanted, but discovered that several of them were backordered at the factory, due to the color. This information was relayed to the customer, who agreed to bring the machine back to us to install them when they arrived. It was originally thought this would be at the time of the break-in service, which is due at either 10 hours or 200 miles of operation, whichever occurs first. As the customer mentioned, they reached 200 miles sooner than expected, and brought the machine to our shop for its initial service. Unfortunately at that time, not all of the accessories they ordered had arrived. We did install the parts we had received by then, yet there were still some outstanding. When they finally arrived, we notified the customer immediately. They did not wish to bring their machine to us for installation, but instead decided to pick up the remaining accessories and install them on their own. Since we had charged them previously for installation labor, we verbally issued them a credit, which was then applied to the purchase of a winch mounting plate. This credit was not documented on paper, but was done in good faith with the customer. It was fully explained to this customer, as it is to ALL of our customers, that the break-in service is the customer’s responsibility. It is also explicitly stated in the Operator’s Guide (from the manufacturer) that “The break-in inspection is at the expense of the vehicle owner.”. When we present this to the customer at the time of sale, we are often asked about the cost of this service. It is our usual response to break down the items involved “parts are this much, labor is about this much, etc.”. We then approximate the total cost to the customer. The break-in service IS expensive, but it is also very thorough. We charge for about 75% of the time that it actually takes our technicians to properly perform this service. We are aware that there are other dealerships providing a break-in service for less money, but we believe that they are less thorough, and do not properly inspect, lubricate, adjust, clean & change all service points that are appropriate. Using our service management software, we have created job-specific templates that list all the service points and the action that should be taken at each. These templates are used in the interest of thoroughness and also fairness, so that customers are universally charged the same dollar amount for the same service. We corrected the roof issue at the time of the break-in service. We added additional padding to the Ubrackets that clamp the roof in place. This was not specified in the roof manufacturer’s instructions; we did not know to do this at the time we installed their roof, but we have changed our installation procedure for subsequent roof installations of this type. This corrective action was performed at no cost to the customer. The customer called some time later stating they broke an axle, and asked if it would be covered under warranty. Using the customer’s verbal description of the type of axle failure, we were unable to determine over the phone if it would be covered under warranty. We advised the customer to bring the machine to us, as it was the only way we could determine for sure. Customer declined to bring us the machine to inspect, but instead purchased an aftermarket axle, which we had in stock. When customer opened the package at their location, they discovered that it had been damaged in shipping. This damage was NOT evident on the outside of the package. We refunded their money promptly, but could not exchange it directly with another, since we only keep one of those in stock. We located another aftermarket axle at our sister store, and directed our customer to purchase it there, since it is close to their location. On 08/14/2015, customer brought their machine in with a broken front axle. Using sales records and other clues, we determined it was the same axle that was damaged before. Since this was now an aftermarket axle, OEM warranty will not cover the failure. We attempted to get coverage through the customer’s Extended Warranty company. Their Extended Warranty was purchased through us at the time of sale. This claim attempt was denied by the warranty provider. The axle shaft sheared where it entered the differential housing. This is viewed by the warranty provider as damage due to misuse/abuse, caused specifically by overloading the axle. When an OEM axle is still under OEM warranty, this particular type of breakage is generally not covered as well. The OEM publishes detailed warranty guidelines that exhibit what is a covered failure, and what is not. We go to great lengths to ensure that we conduct our business ethically and morally. This extends to our customers, as well as the companies with whom we do business. In a case like this, we have dual obligations: we must balance customer expectations with the specific guidelines and decisions of our service providers. Neither our customers nor our service providers should suffer. We try very hard to obtain warranty coverage whenever it is at all possible. In this instance, OEM warranty is unavailable because it is an aftermarket part that is broken; the Extended Warranty has denied the claim due to apparent misuse. We cannot “eat” a $500+ repair with no compensation. We have, however, disassembled the customer’s machine and identified all parts that need replaced. We provided this service at no cost to the customer, and let them have their machine back when they declined the repair. It always amazes us when others think we should work for free. One would not continue going to a job if their employer stopped paying them. Our service department exists to support our customers. We have invested very heavily in service the last year. We constructed a new shop, and outfit it with the best tools available. This investment is not free to us. We believe that service work is worthy of compensation. When we have a warranty claim, it is paid by a warranty provider. When we have customer-pay service jobs, they are paid by the customer. We should not be asked to provide service work for free. If we did, we wouldn’t be in business very long, and we would not be able to support our customers. There is a big difference between supporting customers’ recreational activities and subsidizing them. As a continued gesture of goodwill, we are willing to perform the repair of this machine at a reduced cost, however we simply cannot do it for free. Please let us know if this resolution will be acceptable.Sincerely, All Seasons Powersports

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]