CAA Moose Jaw

Initial Business Response /* (***0, 5, 2016/06/14) */
*** Warranty Request: Drive Shaft U-Joint
Thank you for your letter regarding the damage to your drive shaft u-joint and your experience at our Service DepartmentWe regret that this issue has been a source of aggravation to you
and your family
Unfortunately we do not make final decisions regarding warranty claims for the manufacturer *** The process is that we gather the data from the bike itself, support with photos and then submit online to *** They have analyses that make the decision based on their knowledge and experience***
There is no doubt that efforts were made to maintain the atv but damage to the part would indicate a missed maintenance stepDespite this evidence, we did work with the Warranty Department at ***to determine if they would allow coverage but unfortunately, it was deniedNumerous pictures were sent to ***and were then reviewed twice by two different ***warranty analystBoth denied the claimThe ***warranty analyst determined the part failure was due to lack or improper maintenance and was not a manufacture defect
No one likes to hear the answer no to a claim, so there were two avenues offeredThe customer was welcome to contact the manufacture ***themselves through a customer service lineAnd the second was the dealership offered to sell the replacement defective part to the customer at discounted price of $*** as well as offered $*** worth of maintenance product at no charge
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As indicated in the response from Full Throttle it is ***who makes the decision on the claim with the supporting evidence provided to them by the dealerThis seems to be the issueThere were indeed two avenues offered to usThe first was to contact ***directly, which we have done several timesThe first time we contacted them we were told the claim was opened by Full Throttle with one photo and the statement "lack of maintenance"***could not approve the claim based on the limited information they were given and the fact that the dealer noted "lack of maintenance"They suggested we return to the dealer and ask that they add additional information, iehours on the bike, receipts for maintenance and additional photos with the joint taken apart demonstrating whether or not there was grease on the inside, which would indicate it was maintainedThis was done*** As noted in our original complaint there were numerous visits to the dealership and several calls to *** We contacted ***again last evening, after receiving this response from Full Throttle and asked to be provided with a copy of the claim log - they are unable to provide a written copy, but they are more than willing to read the comments in the log to usAfter sending the photos with the joint opened, indicating it had grease in it, ***responded to say they could see some grease inside and "we'll give him the benefit of the doubt and cover the cost of the part"This offer was never made to usThis is all we want, the part, at no costThe warranty should cover installation as well, but that doesn't even matter at this point, we are a family of certified mechanics and we can install the part ourselves, we just want the partThe part has been offered to us "at cost" on several occasions, for several prices, ranging from a high of $*** to the above noted $***...this is the lowest offer to date and it's unclear why the "at cost" price has never been consistentBut it has never been offered at NO cost as suggested by *** The second avenue was to purchase the replacement part, noted as "defective" in the Full Throttle response above, at a discounted price and $*** of free productThis offer was refused because we feel the warranty claim is valid and the part should be provided at no cost, not a discounted cost*** *** we refused free product shouldn't have any impact on the warranty claim*** *** Again, the request is to provide the part, at no cost, with no request to cover the labour - the part only***has indicated they are willing to do this, but this offer has never been made to us by Full ThrottleSo if, as stated above in the response from Full Throttle, the final decision regarding warranty claims comes from ***.....why haven't we been offered the part at no cost??
Final Business Response /* (4000, 9, 2016/06/24) */
Thank you for your response
Please find attached a copy of a letter from ***stating their position on this claim of warrantyIt has not changed and it still denied
In conclusion, we will offer to supply the drive shaft u-joint in discussion to the customer at the price of $*** plus hst and $*** worth of maintenance product at no charge
Final Consumer Response /* (4200, 11, 2016/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We maintain that the claim was denied by ***based on the limited *** information provided to ***by Full Throttle, in particular *** The original photos, taken by *** did not show the joint well enough to demonstrate the grease and the comment provided by *** *** After speaking with *** we returned to the dealership with the joint partially opened, and we took the tools to fully open up the joint, in their presence, to demonstrate the grease inside - *** took additional photos, agreed yes, there was grease inside, but "this isn't going to change anything"At this point the ***claim log indicates that ***was willing to provide "the benefit of doubt" and provide the part, but the final decision was up to Full Throttlewe were never made aware of this by Full Throttle, they have always maintained the claim was denied by *** And yes, some of the photos do demonstrate rust "fresh metal exposed to a hot atmosphere with oxygen and moisture will form a thin layer of rust immediately"The part was hot when it failed and it was days before the dealership reopened on Monday and the photos were takenSo yes, some surface rust did formThis bike has always been maintained in accordance with the ***recommended schedule and the Owner's Manual - in fact it was maintained beyond what was recommended and nothing was overlookedThe schedule is stapled to the wall above where the bike is storedWe accept the letter provided by ***indicating they have denied the claim, but in all of our conversations with them, they have maintained that the claim has been denied based on the information they were provided*** *** *** *** ***