Initial Business Response /* (1000, 8, 2015/06/02) */
June 1,
***, Mediation Coordinator
Revdex.com of MN & ND
south River Ridge Cir
Burnsville, MN
Re:
***
Case: ***
Dear ***:
I have received your letter regarding Mr***'s concerns with his ProwlerI researched this concern and I am sending you my findings on this HDX Prowler
This Prowler was purchased by and registered in our system to *** on 09/19/and the Arctic Cat limited warranty expired on 03/19/While in warranty we found that there were two warranty claims done on this machine and one Goodwill claim for clutches after warranty on 5-16-Although Mr*** had an extended service contract with *** with a $deductible the selling dealer and our Customer Care advocate contacted us to ask for our assistance as goodwillWe did assist to promote and continue to keep Mr*** as a satisfied Arctic Cat owner and customer on 08/16/
I spoke to Larry at the dealership and he told me that they had tried to explain to Mr*** that the air filter needs to be checked also but extra care needs to be taken to make sure the air filter cover is completely cinched down or that the air filter be checked more frequently in dusty, muddy, and wet conditionsHe also tried to explain that if the cover is not put on correctly the engine may ingest dirt and cause it to need an engine replacement
Care of the air filter is covered in the owner operator manual on page If the vehicle is operated in dusty, wet or muddy conditions, inspect and service the filter more frequentlyWe have a "Caution" area on the same page that also states "failure to inspect the air filter frequently if the vehicle is used in dusty, wet or muddy conditions can damage the engine."
I would like to take this opportunity to thank you for your concern and encourage Mr*** to contact our authorized Arctic Cat dealer for further assistance if needed
Regards
Judy J***
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (3000, 10, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This vehicle is checked regularly and maintainedThe air filter is located in the worst place possibleIt was to no fault of mine that is issue happenedI was told that this needs cleaned daily! I will definitely not buy or advised anyone to purchase this make or modelI will be purchasing a different UTV, it will NOT be from ARTIC CATThe location of air filter is a joke, under the dump bed, so when you take cover off to clean, debris will and fall into filterI would like to know how I can maintain a whole fleet of vehicles and heavy equipment, and not have ANY issue, but I have an issue with this when it is maintained as per book! This is not an acceptable solution, I am not satisfiedI am Supervisor of my Township, Chief of Fire Department, Superintendent of the Water Authority for the County in which I reside and own my own Heavy Equipment Business, and we regularly look to buy these vehicles to cover the terrain in our area, I will strongly advise not to purchase this equipment, it is designed poorly, and obviously fails at performing even when it is maintained properly
Final Business Response /* (4000, 16, 2015/06/23) */
***Corresponding documents attached
RE: ***
Case: ***
Dear ***,
I have again received your letter regarding Mr***'s concerns with his ProwlerI further researched this concern and I am sending you my findings on this ATV
*** purchased this Prowler on 9-9-and his warranty with us expired on 3-19-Mr***'s dealer gave him a promotional offer with no cost for him, of an extended service contract with a company called *** to start after our Arctic Cat warranty ended
I researched the warranty claims under the VIN and found that none of the claims that were paid were in Arctic Cat warranty timeThe first claim was for plastics on the unit, this was paid on 5-12-and this was done as goodwill not warranty as *** his extended service contract company did not cover these under their contractThe second was on 5-15-which was for a repair that the dealership wanted us to assist on as there was a $deductible that Mr*** would have to pay so Arctic Cat again agreed to paid for the parts as goodwill to try to assist Mr***The third and last claim was for the labor to do the second claim to again assist Mr*** and promote goodwill
*** had declined to pay this for Mr*** as it was caused by dirt ingestionThis is not a warranty matter and is considered a maintenance issueLarry at the dealership and technical assistance agreed to assist on this with goodwill, and the dealership explained to Mr*** that it was not warranty and would not be given again but did explain to him the maintenance and importance of checking the filters if the machine is driven in dusty dry conditionsThe dealership did explain that the air intake should be checked frequently to make sure that this does not happen again
As I stated before in my previous letter, I spoke to Larry at the dealership and he told me that they had tried to explain to Mr*** that the air filter needs to be checked also but extra care needs to be taken to make sure the air filter cover is completely cinched down or that the air filter be checked more frequently in dusty muddy, and wet conditionsHe also tried to explain that if the cover is not put on correctly the engine may ingest dirt and cause it to need an engine replacement
Care of the air filter is covered in the owner operator manual on page If the vehicle is operated in dusty, wet or muddy conditions, inspect and service the filter more frequentlyWe have as "Caution" area on the same page that also states "failure to inspect the air filter frequently if the vehicle is used in dusty, wet or muddy conditions can damage the engine," I will send a copy of this on to you also
We have gone above and beyond to try to assist Mr*** when he requested assistanceEven though it was rejected by his extended service contractor we tried to step in to try to promote our goodwill and help retain our customer
I would like to take this opportunity to thank you for your concern and encourage Mr*** to contact our authorized Arctic Cat dealer for further assistance
Regards,
Judy J***
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Business Response /* (1000, 10, 2015/10/07) */
October 7, 2015
[redacted]
Mediation Coordinator
Revdex.com of MN & ND
220 S. River Road Cir
Burnsville, MN...
55337
Re: [redacted]
Case: [redacted]
Dear Angela:
I have received your letter regarding Mr. [redacted]'s concerns with his snowmobile. I researched this concern and I am sending you my findings on this 2013 F 1100 Turbo SP RR.
This snowmobile was purchased by and registered in our system to him on 12-3-13 and the Arctic Cat limited warranty expired on 9/07/2014. Our records indicate that there was no extended service contract warranty on this unit. While in warranty we found that there were two goodwill claims and one service bulletin done on this machine while in warranty. There were over eight phone calls from Mr. [redacted] for goodwill. Our Customer Care advocate did pay for two other out of warranty goodwill claims on this to try to assist him in belts and an update that he felt would help him.
I spoke to our Customer Care advocate who had been working with Mr. [redacted]. On 2-20-15 we were informed that there was a heel clicker modification on this unit. Any modifications to the stock unit will void warranty. This heel clicker in particular, could very well have been the thing that was causing him to have an issue with his belt. We as a manufacturer do not test our units with these modifications so we are unsure how our machine will run but our dealers have told us that they have run into problems with these belts and engines if this modification is added by the consumer.
Mr. [redacted] has made numerous calls to our customer care agents and had gone on social media 03-03-15 to try to promote a class action law suit against Arctic Cat. When Mr. [redacted]
Threatened to take Arctic Cat to court our customer care advocates asked him to have his attorney contact us in the future as there was nothing we could do for him. Goodwill and warranty were denied due to modifications to this snowmobile.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Initial Consumer Rebuttal /* (3000, 12, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This the same statement of lies I received from Arctic Cat for the last 2 1/2 yrs. I notified Arctic Cat of the issue immeditaely after my first use of the sled and they denied it. But, agreed to keep giving me belts and useless upgrades such as gearing and a new secondary. After nothing worked and I was at a total loss, my Arcitc Cat certified dealer told me that I need to put in a cluthc kit with stronger springs and weights to keep better grip on the belt and lower the temperature to reduce premature failure. This was another waste of $500 and got me about 20 extra miles on a belt. As for social media, I am an avid passionate snowmobiler and I am on the forums with the other passionate community regularly. We are all on there trying to fix what Cat did to all of us. I certainly did try to get a class action going becasue myself and the others that were "screwed" out of thousands of $ are at a loss. The attorney that I contacted is one of the most reknowned class action litigators in the state of Michigan. I trust his advise and didn't want to waste time or money. He did not see a viable class action suit becuase arctic cat does not warrant belts. But, I most certianly have individual causes of action for breach of warranty of fitness and merchantability; as well as the false advertising. This machine was advertised as a race ready sled; however, one pinch of the throttle and the belt snaps. I am waiting on my bar exam results and fully intend to pursue this when licensed and can do for minimal cost. If you read the forums, you can read about 100s of people in my position bewteen 2011-2015. Its awful. Hence, why arcitc cat threw out its enitre clutch system and installed Team clutches on the 2016 sleds. I requested this update and was declined.
Also, the response above continues with its inaccuracy stating I have no extneded warranty. I purchased and extended head to toe warranty through 2017.
In summary: Arctic Cat advertised this as the most powerful race ready snowmobile with a $16k price tag that I purchased brand new. I have blown 8 belts in 2 season, 5 of which were prior to the clutch upgrade recommended by the dealer. Again, I had tried all cat recommended fixes and spent thousands. Cat told me I needed a new secondary, gearing, and belt guard, all instaleld and failed to fix issue. Finally, I was told that I am the problem becasue of the way I drive and the clutch kit installed by the dealer. The above response is a complete lie and thoroughly disgusting. All of this behavior led to a completely new clutch on 2016 sleds (not manufactured by arctic cat) and a new CEO as shareholders were pulling out. Unfortunately, Cat still won'y accept its failure and take care of the consumer. Last, I offerred to remove the cluth kit installed by the dealer and put back to stock spring and weights if Cat would buy my sled back and they said no. Becasue they know 100% certainty as well as I do, the belts will blow even faster with the stock setting; hence the brand new system installed from Team for 2016. Typical use of a belt is 1 per season; not 2 everytime your ride at $160 per belt. This has cost me around $20,000 with constant trips to dealers, parts, labor, etc. More important, I'm stuck with a sled I can't ride and it is my most passionate hobby. Please help me!
Initial Business Response /* (1000, 5, 2015/05/18) */
May 18, 2015
[redacted]
Mediation Coordinator
Revdex.com of MN and ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re:...
[redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his ATV. I researched this concern and I am sending you my findings on this 2013 MUD PRO 700 EPS .
This ATV was purchased by and registered in our system to [redacted] on 10/04/2013 and the Arctic Cat limited warranty expired on 04/04/2014. While in warranty we found that there no warranty claims done on this machine. As the consumer has stated it does appear that the selling dealer did give the consumer an extended service contract with the company Cornerstone United.
I spoke to Mr. [redacted] who had contacted us by e-mail. I have made a copy of the e-mail he sent us for you.
The four wheeler either caught and fire and blew up or just blew up. luckily it was not running and no one was injured, but it blew up 2 small four wheelers sitting next to it and burned and melting the side of my son's truck and the side of our untagged just bought 1977 Camaro. We called the police an fire dept. and have a report and picture. We went to location we bought from and they said they are no longer a dealer and gave us a number for Thomasville, my husband was told that he is to bring it to Thomasville, over 60 miles away from our home. We don't want to move it until you guys look at it. We have an extended warranty and want your company to do something to fix this. We are so blessed our children or ourselves or our home was not destroyed. Please advise us. I feel if we move the four wheeler it will just crumble... nothing much is left. Please advise us in writing what to do? My husband has warranty info at home his number is [redacted] (he was home when this happened). Mine is listed below
We sent back this letter to assist them.
Dear [redacted],
I have received your letter regarding the unfortunate incident with your Arctic Car Mud Pro. I understand your frustration, and your position, unfortunately Arctic Cat is not in a position to replace the ATV.
All motor vehicle manufacturers regardless of the products they produce (cars. trucks. recreational vehicles. etc.) take the position that in cases of fire it is the responsibility of the owner's insurance carrier to replace the damaged unit. If the insurance company feels there is a claim against a manufacturer, they then subrogate the claim. This practice is followed so that the vehicle owner can quickly have their vehicle replaced, as these subrogation proceedings can sometimes take years to settle
I regret that you had this experience, but ask that you take the time to realize that going through your insurance company is the quickest way for you to get back to ATV riding.
Regards
[redacted]
Legal Coordinator
Arctic Cat Sales Inc.
I would like to take this opportunity to thank you for your concern and encourage Mr. and Mrs. [redacted] to contact their insurance agent for further assistance.
Regards
[redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Business Response /* (1000, 9, 2016/01/22) */
January 20, 2016
[redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re: [redacted]...
[redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his snowmobile. I researched this concern and I am sending you my findings on this 2012 F 800 SP ANV US BLK.
This ATV was purchased by and registered in our system to [redacted] on 09/23/2013 and the Arctic Cat limited warranty expired on 11/30/2014n. While in warranty we found that there were no warranty claims done on this machine.
On 2-11-15 Arctic Cat received a call from Mr. [redacted]'s dealership asking us to try to assist in goodwill with the purchase of an engine for his snowmobile. We told them we would send the engine but they would need to pay for the labor of the installation as it was out of warranty.
After discussions with Mr. [redacted], we decided to send unit to an authorized Arctic Cat dealership for a second opinion. They found a few cosmetic items and will repair these along with a radiator cap and the reverse repair. Arctic Cat again used goodwill to assist Mr. [redacted] on this repair in hopes of fostering a better relationship.
As you can see Arctic Cat has gone above and beyond to try to assist Mr. [redacted] when he requested assistance. I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (3000, 11, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Judy at Arctic Cat has been good with me every dealer that has had my snowmobile is telling me that I should of not had to pay for any of the labor with them knowing that I had a bad machine from the beginning.A bad motor at 62 miles and all my lost time driving this from dealer to dealer.I work hard for my money to make this right I believe I should get my money back for all the labor I paided to Vechicle City I get my snowmobile back sometime this week wont be able to make sure its right until we get more snow.If Arctic Cat wants me to be 100% happy they will give me back the labor charge back on a snowmobile that had 62 miles on it and the motor was bad I paid $934.34 in labor they do that and this will be over.Be real 62 miles and a bad motor hundreds of miles of towing a dead snowmobile from dealer to dealer my gas and time and loss of riding something I saved up for years to pay cash for not really fair for me is it ?
Final Consumer Response /* (4200, 14, 2016/01/28) */
I picked up my snowmobile today 1/28/2016 it is suppose to be all good now but having no snow right now cant test it.Once again leaving the dealer was told that I never should of had to pay for the labor and I believe all the time and money towing this sled from dealer to dealer I should get 100% of my labor back $934.34 its only right thing to do I believe.That will resolve this complaint and were done thank You....
Initial Business Response /* (1000, 9, 2016/01/11) */
January 11, 2016
[redacted]
Revdex.com of MN & ND
220 S. River Ridge Cir.
Burnsville, MN 55337
Re: [redacted]
Case:...
[redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his Prowler. I researched this concern and I am sending you my findings on this 2013 PRLR 700 HDX EPS AT.
This Prowler was purchased by and registered in our system to [redacted] on 03/26/2014 and the Arctic Cat limited warranty expired on 09/26/2014. While in warranty we found that there were two warranty claims done on this machine along with one goodwill claim done in January 8, 2016. At this date the dealership and Tech decided to try to assist Mr. [redacted] a goodwill claim to try to assist and retain him as an Arctic Cat consumer.
I contacted Mr. [redacted] and he was happy with our assistance. He said he was not upset with Arctic Cat but rather was unhappy with the dealer he had been working with. He will contact us if he needs us.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (2000, 11, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 18, 2015/11/23) */
November 20, 2015
[redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S River Ridge Cir
Burnsville, MN ...
55337
Re: [redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his accessory parts he ordered for his unit. I researched this concern and with Mr. [redacted], his dealership owner John, and our accessories department. We were able to get the parts he was looking for.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance. If John cannot assist him he will contact us to further assist.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Business Response /* (4000, 12, 2015/05/27) */
May 27, 2015
[redacted], Mediation Coordinator
Revdex.com of MN & ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re: [redacted]
Case:...
[redacted]
Dear [redacted],
I have received your letter regarding Ms. [redacted]'s concerns with this 2003 Mountain Cat Snowmobile. I again researched this concern and my findings remain the same.
Mr. [redacted] purchased this snowmobile on 1-7-2003 and his warranty with Arctic Cat expired on 1-7-04.
We paid goodwill for parts and no labor in 2006 and let them know this was not warranty but rather goodwill to try to keep and retain them as satisfied Arctic Cat customers.
I again called [redacted] who are the selling dealers for this machine and was told again that this machine had not been taken in to this dealer for any maintenance. The last time they saw it was for this repair and also the repair we did in 2006, other than selling the machine that is.
We have gone above and beyond to try to assist Mr. and Mrs. [redacted] when they requested assistance in the past but are unable to assist in this repair. This machine has been out of warranty for just too long.
I would like to take this opportunity to thank you for your concern and encourage Mrs. [redacted] to contact our authorized Arctic Cat dealer for further assistance.
Regards
[redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Final Consumer Response /* (3000, 10, 2015/05/20) */
I'm not understanding the statement that was said you had contacted the selling Arctic Cat dealership and they have had NO communication with us EXCEPT just lately with their new issues (which was about this complaint). Then it states "this dealership has not been doing the maintenance or repairs since the last time in 2004". We just took our Arctic back in in March 2015 (for the exact same thing (with the engine) and they did do the repairs on it AGAIN and we were charged a little over $1100.00. The machine only had another 1,000 miles on it since last time they did the engine work. The machine only has 2800 miles on it total and we have had to have the engine done twice. We also have a Polaris that has 4800 miles on it with NO problems. You can't tell me that there is nothing wrong with this picture. Also, we were not expecting it to be covered under warranty, but want an explanation of why this keeps happening. Either the parts are bad that there repairing it with your their doing some thing wrong when putting it back together.....
Another statement that was made in the response back was "If they feel that is something that we should cover they would contact us". We were told that they would contact you and see what they can do (obviously that was a lie), since you stated you were not contacted. It's one thing to follow up and nothing can be done, but to say one thing and don't follow through (that is bad business)...
This is very frustrating....
Initial Business Response /* (1000, 10, 2016/01/22) */
January 22, 2016
[redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re:...
[redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his snowmobile. I researched this concern and I am sending you my findings on this 2008 T660 TOURING US BLK.
This Snowmobile was purchased by and registered in our system to a Rental Co. on 11/20/2007 and the Arctic Cat limited warranty expired on 11/21/2008. While in warranty we found that there was only one warranty claim done on this machine.
Arctic Cat has now received calls and these letters from Mr. [redacted] asking us to try to assist in finding parts for the used snowmobile he purchased. We told them we would try to assist but we do not have the parts here available for him.
This machine is still registered in our system to the Rental Company. If Mr. [redacted] would send in his change of ownership form we will gladly change it in our system. If Mr. [redacted] does not have the form any authorized Arctic Cat dealership can give this to him.
As you can see Arctic Cat has gone above and beyond to try to assist Mr. [redacted] when he requested assistance. I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (3000, 12, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
By way of background Judy [redacted] telephoned me on January 22nd and verbally explained Arctic Cats position and response to my complaint to the Revdex.com. Firstly, I was not aware of applying for a change of ownership form when I purchased the Arctic Cat from the previous owner. I will attempt within the week of this response to identify an Arctic Cat Dealership to complete the form. I asked Judy [redacted] if I could download the form from their Official Website and her answer was the company is working on it. Secondly, Judy [redacted] stated that since I purchased the Arctic Cat as a used machine, the warranty had lapsed, but what was more disturbing is that Judy [redacted] stated that Arctic Cat does not have a right to provide a part. Basically to fix my broken Arctic Cat. I really find that unacceptable from a large company. Because if that is the case, that means I have a Arctic Cat Snowmobile that I cannot fix and am forced to buy a new or used Snowmobile. Judy [redacted] did comment that she is working with the Corporate Technicians to locate a part. Also, I have tried to purchase a used part from a vendor on the internet, which is [redacted].com. I located a used part specifically for my Arctic Cat model. However, I was informed that [redacted] receives their parts from Arctic Cat LLC, and that the [redacted] Representative advised me that Arctic Cat does not have a replacement part new or used available for my Arctic Car Snowmobile. Thus, I am not able to locate on line via a Vendor to purchase a used part, nor is Arctic Cat Corporate Headquarters have a part in stock to repair my Arctic Cat. I advised July [redacted] that I cannot understand Arctic Cat Corporate position of not providing a replacement part for my Snowmobile. My Snowmobile is a 2008 which means the Snowmobile is about 7 to 8 years old. I would be able to stomach Arctic Cats argument if the Snowmobile was 10 years or older, but this machine is less that 10 years. On another note, Judy [redacted] advised that it is not Arctic Cats practice to provide loaner sleds, which I had suggested earlier, during the period my Snowmobile is in the repair shop.
[redacted] it is really difficult for me to understand how a large manufacturer like Arctic Cat is not providing a meaningful solution to this dilemma. As I commented earlier, I literally have a Snowmobile that I can't even locate a replacement part and it appears that Arctic Cat Corporate is in no rush to assist me. I have been patient since March 2015. Also the Service Manager at Century Sports in Stillwater, MN has tried from his position as The Authorized Arctic Cat Dealership Service Manager to repair my Snowmobile. He has tried to work with Arctic Cat Corporate, but he too has been unsuccessful in his attempts to repair the Snowmobile. I understand [redacted] that it is used, but I don't understand Arctic Cats position that Arctic Cat does not have a right to have a replacement part available. [redacted], Thank You Very Much for your precious time and attention in this matter. Best Regards,[redacted]
November 20, 2015
Angela [redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S River Ridge Cir
Burnsville, MN 55337
Re: [redacted]
Case: 57315378
Dear Angela:
I have received your letter regarding Mr. [redacted]'s concerns with his accessory parts he ordered for his unit. I researched this concern and with Mr. [redacted], his dealership owner John, and our accessories department. We were able to get the parts he was looking for.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance. If John cannot assist him he will contact us to further assist.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Business Response /* (1000, 8, 2015/06/02) */
June 1,
***, Mediation Coordinator
Revdex.com of MN & ND
south River Ridge Cir
Burnsville, MN
Re:
***
Case: ***
Dear ***:
I have received your letter regarding Mr***'s concerns with his ProwlerI researched this concern and I am sending you my findings on this HDX Prowler
This Prowler was purchased by and registered in our system to *** on 09/19/and the Arctic Cat limited warranty expired on 03/19/While in warranty we found that there were two warranty claims done on this machine and one Goodwill claim for clutches after warranty on 5-16-Although Mr*** had an extended service contract with *** with a $deductible the selling dealer and our Customer Care advocate contacted us to ask for our assistance as goodwillWe did assist to promote and continue to keep Mr*** as a satisfied Arctic Cat owner and customer on 08/16/
I spoke to Larry at the dealership and he told me that they had tried to explain to Mr*** that the air filter needs to be checked also but extra care needs to be taken to make sure the air filter cover is completely cinched down or that the air filter be checked more frequently in dusty, muddy, and wet conditionsHe also tried to explain that if the cover is not put on correctly the engine may ingest dirt and cause it to need an engine replacement
Care of the air filter is covered in the owner operator manual on page If the vehicle is operated in dusty, wet or muddy conditions, inspect and service the filter more frequentlyWe have a "Caution" area on the same page that also states "failure to inspect the air filter frequently if the vehicle is used in dusty, wet or muddy conditions can damage the engine."
I would like to take this opportunity to thank you for your concern and encourage Mr*** to contact our authorized Arctic Cat dealer for further assistance if needed
Regards
Judy J***
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (3000, 10, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This vehicle is checked regularly and maintainedThe air filter is located in the worst place possibleIt was to no fault of mine that is issue happenedI was told that this needs cleaned daily! I will definitely not buy or advised anyone to purchase this make or modelI will be purchasing a different UTV, it will NOT be from ARTIC CATThe location of air filter is a joke, under the dump bed, so when you take cover off to clean, debris will and fall into filterI would like to know how I can maintain a whole fleet of vehicles and heavy equipment, and not have ANY issue, but I have an issue with this when it is maintained as per book! This is not an acceptable solution, I am not satisfiedI am Supervisor of my Township, Chief of Fire Department, Superintendent of the Water Authority for the County in which I reside and own my own Heavy Equipment Business, and we regularly look to buy these vehicles to cover the terrain in our area, I will strongly advise not to purchase this equipment, it is designed poorly, and obviously fails at performing even when it is maintained properly
Final Business Response /* (4000, 16, 2015/06/23) */
***Corresponding documents attached
RE: ***
Case: ***
Dear ***,
I have again received your letter regarding Mr***'s concerns with his ProwlerI further researched this concern and I am sending you my findings on this ATV
*** purchased this Prowler on 9-9-and his warranty with us expired on 3-19-Mr***'s dealer gave him a promotional offer with no cost for him, of an extended service contract with a company called *** to start after our Arctic Cat warranty ended
I researched the warranty claims under the VIN and found that none of the claims that were paid were in Arctic Cat warranty timeThe first claim was for plastics on the unit, this was paid on 5-12-and this was done as goodwill not warranty as *** his extended service contract company did not cover these under their contractThe second was on 5-15-which was for a repair that the dealership wanted us to assist on as there was a $deductible that Mr*** would have to pay so Arctic Cat again agreed to paid for the parts as goodwill to try to assist Mr***The third and last claim was for the labor to do the second claim to again assist Mr*** and promote goodwill
*** had declined to pay this for Mr*** as it was caused by dirt ingestionThis is not a warranty matter and is considered a maintenance issueLarry at the dealership and technical assistance agreed to assist on this with goodwill, and the dealership explained to Mr*** that it was not warranty and would not be given again but did explain to him the maintenance and importance of checking the filters if the machine is driven in dusty dry conditionsThe dealership did explain that the air intake should be checked frequently to make sure that this does not happen again
As I stated before in my previous letter, I spoke to Larry at the dealership and he told me that they had tried to explain to Mr*** that the air filter needs to be checked also but extra care needs to be taken to make sure the air filter cover is completely cinched down or that the air filter be checked more frequently in dusty muddy, and wet conditionsHe also tried to explain that if the cover is not put on correctly the engine may ingest dirt and cause it to need an engine replacement
Care of the air filter is covered in the owner operator manual on page If the vehicle is operated in dusty, wet or muddy conditions, inspect and service the filter more frequentlyWe have as "Caution" area on the same page that also states "failure to inspect the air filter frequently if the vehicle is used in dusty, wet or muddy conditions can damage the engine," I will send a copy of this on to you also
We have gone above and beyond to try to assist Mr*** when he requested assistanceEven though it was rejected by his extended service contractor we tried to step in to try to promote our goodwill and help retain our customer
I would like to take this opportunity to thank you for your concern and encourage Mr*** to contact our authorized Arctic Cat dealer for further assistance
Regards,
Judy J***
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Business Response /* (1000, 10, 2015/10/07) */
October 7, 2015
[redacted]
Mediation Coordinator
Revdex.com of MN & ND
220 S. River Road Cir
Burnsville, MN...
55337
Re: [redacted]
Case: [redacted]
Dear Angela:
I have received your letter regarding Mr. [redacted]'s concerns with his snowmobile. I researched this concern and I am sending you my findings on this 2013 F 1100 Turbo SP RR.
This snowmobile was purchased by and registered in our system to him on 12-3-13 and the Arctic Cat limited warranty expired on 9/07/2014. Our records indicate that there was no extended service contract warranty on this unit. While in warranty we found that there were two goodwill claims and one service bulletin done on this machine while in warranty. There were over eight phone calls from Mr. [redacted] for goodwill. Our Customer Care advocate did pay for two other out of warranty goodwill claims on this to try to assist him in belts and an update that he felt would help him.
I spoke to our Customer Care advocate who had been working with Mr. [redacted]. On 2-20-15 we were informed that there was a heel clicker modification on this unit. Any modifications to the stock unit will void warranty. This heel clicker in particular, could very well have been the thing that was causing him to have an issue with his belt. We as a manufacturer do not test our units with these modifications so we are unsure how our machine will run but our dealers have told us that they have run into problems with these belts and engines if this modification is added by the consumer.
Mr. [redacted] has made numerous calls to our customer care agents and had gone on social media 03-03-15 to try to promote a class action law suit against Arctic Cat. When Mr. [redacted]
Threatened to take Arctic Cat to court our customer care advocates asked him to have his attorney contact us in the future as there was nothing we could do for him. Goodwill and warranty were denied due to modifications to this snowmobile.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Initial Consumer Rebuttal /* (3000, 12, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This the same statement of lies I received from Arctic Cat for the last 2 1/2 yrs. I notified Arctic Cat of the issue immeditaely after my first use of the sled and they denied it. But, agreed to keep giving me belts and useless upgrades such as gearing and a new secondary. After nothing worked and I was at a total loss, my Arcitc Cat certified dealer told me that I need to put in a cluthc kit with stronger springs and weights to keep better grip on the belt and lower the temperature to reduce premature failure. This was another waste of $500 and got me about 20 extra miles on a belt. As for social media, I am an avid passionate snowmobiler and I am on the forums with the other passionate community regularly. We are all on there trying to fix what Cat did to all of us. I certainly did try to get a class action going becasue myself and the others that were "screwed" out of thousands of $ are at a loss. The attorney that I contacted is one of the most reknowned class action litigators in the state of Michigan. I trust his advise and didn't want to waste time or money. He did not see a viable class action suit becuase arctic cat does not warrant belts. But, I most certianly have individual causes of action for breach of warranty of fitness and merchantability; as well as the false advertising. This machine was advertised as a race ready sled; however, one pinch of the throttle and the belt snaps. I am waiting on my bar exam results and fully intend to pursue this when licensed and can do for minimal cost. If you read the forums, you can read about 100s of people in my position bewteen 2011-2015. Its awful. Hence, why arcitc cat threw out its enitre clutch system and installed Team clutches on the 2016 sleds. I requested this update and was declined.
Also, the response above continues with its inaccuracy stating I have no extneded warranty. I purchased and extended head to toe warranty through 2017.
In summary: Arctic Cat advertised this as the most powerful race ready snowmobile with a $16k price tag that I purchased brand new. I have blown 8 belts in 2 season, 5 of which were prior to the clutch upgrade recommended by the dealer. Again, I had tried all cat recommended fixes and spent thousands. Cat told me I needed a new secondary, gearing, and belt guard, all instaleld and failed to fix issue. Finally, I was told that I am the problem becasue of the way I drive and the clutch kit installed by the dealer. The above response is a complete lie and thoroughly disgusting. All of this behavior led to a completely new clutch on 2016 sleds (not manufactured by arctic cat) and a new CEO as shareholders were pulling out. Unfortunately, Cat still won'y accept its failure and take care of the consumer. Last, I offerred to remove the cluth kit installed by the dealer and put back to stock spring and weights if Cat would buy my sled back and they said no. Becasue they know 100% certainty as well as I do, the belts will blow even faster with the stock setting; hence the brand new system installed from Team for 2016. Typical use of a belt is 1 per season; not 2 everytime your ride at $160 per belt. This has cost me around $20,000 with constant trips to dealers, parts, labor, etc. More important, I'm stuck with a sled I can't ride and it is my most passionate hobby. Please help me!
Initial Business Response /* (1000, 5, 2015/05/18) */
May 18, 2015
[redacted]
Mediation Coordinator
Revdex.com of MN and ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re:...
[redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his ATV. I researched this concern and I am sending you my findings on this 2013 MUD PRO 700 EPS .
This ATV was purchased by and registered in our system to [redacted] on 10/04/2013 and the Arctic Cat limited warranty expired on 04/04/2014. While in warranty we found that there no warranty claims done on this machine. As the consumer has stated it does appear that the selling dealer did give the consumer an extended service contract with the company Cornerstone United.
I spoke to Mr. [redacted] who had contacted us by e-mail. I have made a copy of the e-mail he sent us for you.
The four wheeler either caught and fire and blew up or just blew up. luckily it was not running and no one was injured, but it blew up 2 small four wheelers sitting next to it and burned and melting the side of my son's truck and the side of our untagged just bought 1977 Camaro. We called the police an fire dept. and have a report and picture. We went to location we bought from and they said they are no longer a dealer and gave us a number for Thomasville, my husband was told that he is to bring it to Thomasville, over 60 miles away from our home. We don't want to move it until you guys look at it. We have an extended warranty and want your company to do something to fix this. We are so blessed our children or ourselves or our home was not destroyed. Please advise us. I feel if we move the four wheeler it will just crumble... nothing much is left. Please advise us in writing what to do? My husband has warranty info at home his number is [redacted] (he was home when this happened). Mine is listed below
We sent back this letter to assist them.
Dear [redacted],
I have received your letter regarding the unfortunate incident with your Arctic Car Mud Pro. I understand your frustration, and your position, unfortunately Arctic Cat is not in a position to replace the ATV.
All motor vehicle manufacturers regardless of the products they produce (cars. trucks. recreational vehicles. etc.) take the position that in cases of fire it is the responsibility of the owner's insurance carrier to replace the damaged unit. If the insurance company feels there is a claim against a manufacturer, they then subrogate the claim. This practice is followed so that the vehicle owner can quickly have their vehicle replaced, as these subrogation proceedings can sometimes take years to settle
I regret that you had this experience, but ask that you take the time to realize that going through your insurance company is the quickest way for you to get back to ATV riding.
Regards
[redacted]
Legal Coordinator
Arctic Cat Sales Inc.
I would like to take this opportunity to thank you for your concern and encourage Mr. and Mrs. [redacted] to contact their insurance agent for further assistance.
Regards
[redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Business Response /* (1000, 9, 2016/01/22) */
January 20, 2016
[redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re: [redacted]...
[redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his snowmobile. I researched this concern and I am sending you my findings on this 2012 F 800 SP ANV US BLK.
This ATV was purchased by and registered in our system to [redacted] on 09/23/2013 and the Arctic Cat limited warranty expired on 11/30/2014n. While in warranty we found that there were no warranty claims done on this machine.
On 2-11-15 Arctic Cat received a call from Mr. [redacted]'s dealership asking us to try to assist in goodwill with the purchase of an engine for his snowmobile. We told them we would send the engine but they would need to pay for the labor of the installation as it was out of warranty.
After discussions with Mr. [redacted], we decided to send unit to an authorized Arctic Cat dealership for a second opinion. They found a few cosmetic items and will repair these along with a radiator cap and the reverse repair. Arctic Cat again used goodwill to assist Mr. [redacted] on this repair in hopes of fostering a better relationship.
As you can see Arctic Cat has gone above and beyond to try to assist Mr. [redacted] when he requested assistance. I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (3000, 11, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Judy at Arctic Cat has been good with me every dealer that has had my snowmobile is telling me that I should of not had to pay for any of the labor with them knowing that I had a bad machine from the beginning.A bad motor at 62 miles and all my lost time driving this from dealer to dealer.I work hard for my money to make this right I believe I should get my money back for all the labor I paided to Vechicle City I get my snowmobile back sometime this week wont be able to make sure its right until we get more snow.If Arctic Cat wants me to be 100% happy they will give me back the labor charge back on a snowmobile that had 62 miles on it and the motor was bad I paid $934.34 in labor they do that and this will be over.Be real 62 miles and a bad motor hundreds of miles of towing a dead snowmobile from dealer to dealer my gas and time and loss of riding something I saved up for years to pay cash for not really fair for me is it ?
Final Consumer Response /* (4200, 14, 2016/01/28) */
I picked up my snowmobile today 1/28/2016 it is suppose to be all good now but having no snow right now cant test it.Once again leaving the dealer was told that I never should of had to pay for the labor and I believe all the time and money towing this sled from dealer to dealer I should get 100% of my labor back $934.34 its only right thing to do I believe.That will resolve this complaint and were done thank You....
Initial Business Response /* (1000, 9, 2016/01/11) */
January 11, 2016
[redacted]
Revdex.com of MN & ND
220 S. River Ridge Cir.
Burnsville, MN 55337
Re: [redacted]
Case:...
[redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his Prowler. I researched this concern and I am sending you my findings on this 2013 PRLR 700 HDX EPS AT.
This Prowler was purchased by and registered in our system to [redacted] on 03/26/2014 and the Arctic Cat limited warranty expired on 09/26/2014. While in warranty we found that there were two warranty claims done on this machine along with one goodwill claim done in January 8, 2016. At this date the dealership and Tech decided to try to assist Mr. [redacted] a goodwill claim to try to assist and retain him as an Arctic Cat consumer.
I contacted Mr. [redacted] and he was happy with our assistance. He said he was not upset with Arctic Cat but rather was unhappy with the dealer he had been working with. He will contact us if he needs us.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (2000, 11, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 18, 2015/11/23) */
November 20, 2015
[redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S River Ridge Cir
Burnsville, MN ...
55337
Re: [redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his accessory parts he ordered for his unit. I researched this concern and with Mr. [redacted], his dealership owner John, and our accessories department. We were able to get the parts he was looking for.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance. If John cannot assist him he will contact us to further assist.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Business Response /* (4000, 12, 2015/05/27) */
May 27, 2015
[redacted], Mediation Coordinator
Revdex.com of MN & ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re: [redacted]
Case:...
[redacted]
Dear [redacted],
I have received your letter regarding Ms. [redacted]'s concerns with this 2003 Mountain Cat Snowmobile. I again researched this concern and my findings remain the same.
Mr. [redacted] purchased this snowmobile on 1-7-2003 and his warranty with Arctic Cat expired on 1-7-04.
We paid goodwill for parts and no labor in 2006 and let them know this was not warranty but rather goodwill to try to keep and retain them as satisfied Arctic Cat customers.
I again called [redacted] who are the selling dealers for this machine and was told again that this machine had not been taken in to this dealer for any maintenance. The last time they saw it was for this repair and also the repair we did in 2006, other than selling the machine that is.
We have gone above and beyond to try to assist Mr. and Mrs. [redacted] when they requested assistance in the past but are unable to assist in this repair. This machine has been out of warranty for just too long.
I would like to take this opportunity to thank you for your concern and encourage Mrs. [redacted] to contact our authorized Arctic Cat dealer for further assistance.
Regards
[redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Final Consumer Response /* (3000, 10, 2015/05/20) */
I'm not understanding the statement that was said you had contacted the selling Arctic Cat dealership and they have had NO communication with us EXCEPT just lately with their new issues (which was about this complaint). Then it states "this dealership has not been doing the maintenance or repairs since the last time in 2004". We just took our Arctic back in in March 2015 (for the exact same thing (with the engine) and they did do the repairs on it AGAIN and we were charged a little over $1100.00. The machine only had another 1,000 miles on it since last time they did the engine work. The machine only has 2800 miles on it total and we have had to have the engine done twice. We also have a Polaris that has 4800 miles on it with NO problems. You can't tell me that there is nothing wrong with this picture. Also, we were not expecting it to be covered under warranty, but want an explanation of why this keeps happening. Either the parts are bad that there repairing it with your their doing some thing wrong when putting it back together.....
Another statement that was made in the response back was "If they feel that is something that we should cover they would contact us". We were told that they would contact you and see what they can do (obviously that was a lie), since you stated you were not contacted. It's one thing to follow up and nothing can be done, but to say one thing and don't follow through (that is bad business)...
This is very frustrating....
Initial Business Response /* (1000, 10, 2016/01/22) */
January 22, 2016
[redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S. River Ridge Cir
Burnsville, MN 55337
Re:...
[redacted]
Case: [redacted]
Dear [redacted]:
I have received your letter regarding Mr. [redacted]'s concerns with his snowmobile. I researched this concern and I am sending you my findings on this 2008 T660 TOURING US BLK.
This Snowmobile was purchased by and registered in our system to a Rental Co. on 11/20/2007 and the Arctic Cat limited warranty expired on 11/21/2008. While in warranty we found that there was only one warranty claim done on this machine.
Arctic Cat has now received calls and these letters from Mr. [redacted] asking us to try to assist in finding parts for the used snowmobile he purchased. We told them we would try to assist but we do not have the parts here available for him.
This machine is still registered in our system to the Rental Company. If Mr. [redacted] would send in his change of ownership form we will gladly change it in our system. If Mr. [redacted] does not have the form any authorized Arctic Cat dealership can give this to him.
As you can see Arctic Cat has gone above and beyond to try to assist Mr. [redacted] when he requested assistance. I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance if needed.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC
Initial Consumer Rebuttal /* (3000, 12, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
By way of background Judy [redacted] telephoned me on January 22nd and verbally explained Arctic Cats position and response to my complaint to the Revdex.com. Firstly, I was not aware of applying for a change of ownership form when I purchased the Arctic Cat from the previous owner. I will attempt within the week of this response to identify an Arctic Cat Dealership to complete the form. I asked Judy [redacted] if I could download the form from their Official Website and her answer was the company is working on it. Secondly, Judy [redacted] stated that since I purchased the Arctic Cat as a used machine, the warranty had lapsed, but what was more disturbing is that Judy [redacted] stated that Arctic Cat does not have a right to provide a part. Basically to fix my broken Arctic Cat. I really find that unacceptable from a large company. Because if that is the case, that means I have a Arctic Cat Snowmobile that I cannot fix and am forced to buy a new or used Snowmobile. Judy [redacted] did comment that she is working with the Corporate Technicians to locate a part. Also, I have tried to purchase a used part from a vendor on the internet, which is [redacted].com. I located a used part specifically for my Arctic Cat model. However, I was informed that [redacted] receives their parts from Arctic Cat LLC, and that the [redacted] Representative advised me that Arctic Cat does not have a replacement part new or used available for my Arctic Car Snowmobile. Thus, I am not able to locate on line via a Vendor to purchase a used part, nor is Arctic Cat Corporate Headquarters have a part in stock to repair my Arctic Cat. I advised July [redacted] that I cannot understand Arctic Cat Corporate position of not providing a replacement part for my Snowmobile. My Snowmobile is a 2008 which means the Snowmobile is about 7 to 8 years old. I would be able to stomach Arctic Cats argument if the Snowmobile was 10 years or older, but this machine is less that 10 years. On another note, Judy [redacted] advised that it is not Arctic Cats practice to provide loaner sleds, which I had suggested earlier, during the period my Snowmobile is in the repair shop.
[redacted] it is really difficult for me to understand how a large manufacturer like Arctic Cat is not providing a meaningful solution to this dilemma. As I commented earlier, I literally have a Snowmobile that I can't even locate a replacement part and it appears that Arctic Cat Corporate is in no rush to assist me. I have been patient since March 2015. Also the Service Manager at Century Sports in Stillwater, MN has tried from his position as The Authorized Arctic Cat Dealership Service Manager to repair my Snowmobile. He has tried to work with Arctic Cat Corporate, but he too has been unsuccessful in his attempts to repair the Snowmobile. I understand [redacted] that it is used, but I don't understand Arctic Cats position that Arctic Cat does not have a right to have a replacement part available. [redacted], Thank You Very Much for your precious time and attention in this matter. Best Regards,[redacted]
November 20, 2015
Angela [redacted], Mediation Coordinator
Revdex.com of MN and ND
220 S River Ridge Cir
Burnsville, MN 55337
Re: [redacted]
Case: 57315378
Dear Angela:
I have received your letter regarding Mr. [redacted]'s concerns with his accessory parts he ordered for his unit. I researched this concern and with Mr. [redacted], his dealership owner John, and our accessories department. We were able to get the parts he was looking for.
I would like to take this opportunity to thank you for your concern and encourage Mr. [redacted] to contact our authorized Arctic Cat dealer for further assistance. If John cannot assist him he will contact us to further assist.
Regards
Judy J. [redacted]
Legal Coordinator
Service Parts & Warranty
ARCTIC CAT SALES INC