Bluff Power Sports

THE WORK WAS DONE ON 04/14/FOR THE CUSTOMERTHE CUSTOMER CALLED BACK ON 04/15/16, AT THAT TIME HE WAS ASKING FOR A REFUND OF $AND WE REFUNDED THIS AMOUNT FOR THE CUSTOMER CK#***THEN THE CUSTOMER CALLED BACK AGAIN ON 06/04/FROM ANOTHER DEALERSHIP, WHICH WAS WORKING ON HIS BIKE ASKING FOR US TO PAY THAT BILL AS WELL, AND WE DID OVER THE PHONE WITH A COMPANY CARD IN AN EFFORT TO SATISFY THE CUSTOMER'S CONCERNS FOR A SECOND TIMECLUTCHES ARE A REGULAR WEAR ITEM, WE INSTALLED THE CLUTCHES SPECIFICALLY REQUESTED BY THE CUSTOMER WHICH WERE NOT FACTORY REPLACEMENT CLUTCHESAT THIS TIME WE FEEL WE HAVE DONE OUR BEST TO ADDRESS ALL THE CUSTOMER'S CONCERS WITHIN REASON

Complaint: ***
I am rejecting this response because:The clutches I had on my bike lasted 56,milesI upgraded to better clutches for more grab and to last longerThey didn’t install them correctlyThey only lasted miles then my bike wouldn’t moveIt should last an average on 50,to 60,miles depending on how you rideThe other place, *** ***, that installed them correctly I had to pay $to get it fixed right, which was besides the $from Bluff Power Sports for what they did, which obviously wasn’t good workmanshipThe $they give me back was because after they were worked on it they didn’t put the oil ring on and gave me a massive oil leak and grease all over my bikeI had to clean my bike up and change the oil myselfThe clutch pilot shaft jumped because they didn’t install it properly when they changed the clutchesThis was their fault because of the poor workmanshipThey paid $for the repair from another shopThey are only pointing out what they did in their response, they are not mentioning the parts they did wrongI am asking for a refund of $523, because I paid them to do something, which they did incorrectly, which resulted in me paying more to have another company fixIf they do not give me the refund, I will take them to small claims court and sue them for itI spoke to ***, the owner, their district manager, and the parts manager and they aren’t willing to do anything for me
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/02/19) */
On January 23, 2016 we realized that we had a paperwork mistake on the customer's ranger deal, we went to the customer's house to verify the vin and discovered the salesman pulled the wrong folder, and gave the customer the wrong paperwork. We...

have corrected all the paperwork, including working with Polaris to get the customer's Polaris protection plan applied to the right vin, insuring the customer had coverage. We have supplied the customer with a notarized letter from the Butler County Sherriff's Office stating the unit the customer purchased is not in the system as stolen. We also have supplied a formal affidavit from our insurance company confirming there has been NO CLAIM of any kind on the ranger the customer purchased.

The clutches that lasted 56,000 he had were factory and his upgrade to a better clutch is a matter of opinion and his choice not ours.  As for the massive oil leak this is the first I have heard of this accusation, which can be filed with the others.  He has threatened physical harm to almost every employee that has dealt with him in my dealership and on that day he picked up his bike was in such a hurry would not allow the tech to wash the bike off after installing the new clutches.  We only paid the $40.00 adjustment done by [redacted] in an attempt to keep a customer happy, which is what we strive for.  At that time the [redacted] tech found nothing wrong with the installation of the clutches and made only a small adjustment which was probably due to abuse.  The customer has even bragged to several employees of the dealerships of how he is always doing burnouts and that abuse is what lead to excessive wearing of the clutches.  No clutches are designed to withstand this type of abuse.  At this time I feel that my Victory certified technicians made the proper installation and nothing further of this dealership is warranted.

THE WORK WAS DONE ON 04/14/16 FOR THE CUSTOMER. THE CUSTOMER CALLED BACK ON 04/15/16, AT THAT TIME HE WAS ASKING FOR A REFUND OF $75.00 AND WE REFUNDED THIS AMOUNT FOR THE CUSTOMER CK#[redacted]. THEN THE CUSTOMER CALLED BACK AGAIN ON 06/04/16 FROM ANOTHER DEALERSHIP, WHICH WAS WORKING ON HIS BIKE...

ASKING FOR US TO PAY THAT BILL AS WELL, AND WE DID OVER THE PHONE WITH A COMPANY CARD IN AN EFFORT TO SATISFY THE CUSTOMER'S CONCERNS FOR A SECOND TIME. CLUTCHES ARE A REGULAR WEAR ITEM, WE INSTALLED THE CLUTCHES SPECIFICALLY REQUESTED BY THE CUSTOMER WHICH WERE NOT FACTORY REPLACEMENT CLUTCHES. AT THIS TIME WE FEEL WE HAVE DONE OUR BEST TO  ADDRESS ALL THE CUSTOMER'S CONCERS WITHIN REASON.

Initial Business Response /* (1000, 11, 2015/09/23) */
I [redacted] SALES MANAGER, SPOKE WITH MR. [redacted] ON 08/08/2015 AT ABOUT 9:14AM. HE HAD ASKED TO SPEAK WITH THE MANAGER OR OWNER. THE SERVICE MANAGER WAS OFF THAT DAY AND ALSO THE GENERAL MANAGER SO I TOOK HIS CALL. MR. [redacted] TOLD...

ME HIS CONCERNS AND THAT HIS FATHER IN LAW [redacted] HAD BEEN WAITING FOR A COUPLE OF MONTHS FOR THE REPAIRS TO BE COMPLETED ON THE UNIT. I HAD TO CALL MR. [redacted] BACK AFTER GOING AND SPEAKING WITH SERVICE ABOUT THIS UNIT AND WHAT THE DELAY WAS. AFTER VISITING WITH OUR SERVICE WRITER AND CHECKING THE REPAIR ORDER FOUND OUT THAT THE UNIT WAS OUT OF FACTORY WARRANTY AND WE WERE ATTEMPTING TO GET HONDA TO GOODWILL IT FOR MR. STERN. WE HAD ALL HIS PARTS IN AND WERE WAITING ON HONDA TO MAKE A DECISION ON THE GOODWILL CLAIM FOR THE UNIT AND HAD SENT IN SOME SERVICE RECORDS THAT HONDA HAD ASKED FOR. AT THIS POINT I CALLED MR. [redacted] BACK, AND LET HIM KNOW WE WERE AWAITING A DECISION FROM HONDA AND THAT WAS THE HOLD UP. I OFFERED THE SOLUTION TO MR. [redacted] THAT SERVICE HAD THE PARTS AND COULD GET THEM IN FOR THE REPAIRS NEXT WEEK BUT HE WOULD HAVE TO PAY FOR THE REPAIRS AND IF HONDA APPROVED THE GOODWILL CLAIM AND PAID AT THAT POINT WE COULD REIMBURSE THEM IF THEY WISHED TO GET THE UNIT FIXED FASTER, OTHERWISE WE WOULD STILL HAVE TO WAIT ON HONDA'S DECISION. I ALSO TOLD HIM I WOULD LEAVE A MESSAGE FOR [redacted] OUR GENERAL MANAGER TO CALL HIM ON TUESDAY.
I [redacted] attempted to contact Mr. [redacted] and left a message on his voicemail. I also got with service and at this time [redacted] informed me that he had gotten notice from Honda that they were going to goodwill the parts for the repairs. So we finished the repairs to the unit as promised. And we also discounted our labor in order to show that we do care about our customers, leaving very little for Mr. [redacted] to pay for a repair that would normally not be covered at all. This is why it took so long to get back to him. We were waiting on Honda.