Complaint: ***I am rejecting this response because: This vehicle was indeed brought into the dealership during the warranty period as stated in our letter dated August 30, 2016, to Victory Corporate and copied to Carl's. When brought in I complained of thinking it was a leaky head gasket. The service technician at the time, a gentleman named Timmy, looked over the bike and indicated the leak is below the head gasket and could only be described as road debris. He did not write up my complaint, nor did I insist he do so. Because it was not documented by your technician we are now suffering the consequences. It was brought in again on October 9, 2014, for the same issue of the oil leak and again was told again that it could not be anything other than road debris. The fact you and Victory are refusing to honor your product since it is "out of warranty" absolutely baffles me. This is an obvious manufacture defect in your product. Every other service mechanic I have talked to concerning this issue, both at your establishment and independent establishments, agree this is a bad casting in the front cylinder head. I cannot tell you how disappointed I am in your establishment and Victory for not honoring an obvious defective product. You are the representative of Victory who sold this product. I did not expect to hear from you and/or Victory to state you will refuse to honor your product saying "oops", to bad, you bought defective product, now you are stuck with it. I am terribly, terribly disappointed. Sincerely,*** ***
From the customer attached files you can see we asked Victory to help us with the oil leak that is caused by a porous castingWe know the head is leaking oil and believe Victory's statement of needing a new head to repair the leakVictory is refusing to pay for a new head because the bike is out of both standard warranty and the extended warrantyAll of this is documented in the Ask Polaris case that the customer attachedThe bike has been in our service dept times for various service work as I will list belowThe real issue for Victory and us is we only have a request about the oil leak after the bike was out of warrantyI understand that the customer feels the porous head should always be covered and even thou it is out of warranty victory should still pay for the headI know he feels that the head is a bad part and should be coveredWe are totally good with helping the customer get a head at our cost and do the labor at a discountWe did encourage the customer to write a letter to Victory and see if he could get them to help with the cost of a new headI don't understand why this complaint is about our dealership when you can see from his attached case we tried to get Victory to buy the headWe are not the manufacture and did not cause the oil leak he is complaining aboutWe did try every source we have to get Victory to help him and do understand his frustrationHere is the list of repair orders and a brief statement of what was done-most are maintenance itemsEven the extended warranty ended on 9-30-
R.O1st service 7-03-09
R.Ounit dies-fixed under warranty 3-17-10
R.O10K service 6-10-11
R.ONew Tires 7-30-11
R.ONew Clutch Cable 10-21-11
R.ONew Rear tire 8-30-
R.OForkseals leaking Oil, replaced forkseals 9-28-
R.ONew Clutch Cable 8-21-
Extended warranty ended on 9-30-
R.OOil Change, new rear tire, and Check for oil leak on head 12-15-15(this is the first Repair Order we have that he says anything about the head leaking and this is year months after the warranty ended
R.OCheck for oil leak and try to get it covered under warranty 6-13-(you can see from the customers attachments where we tried to get Victory to cover the head under a goodwill warrantyWe have also contacted the Sales Rep for Victory to see if he could help us with getting the head covered under warrantyAs you can read from Victory’s response they feel the bike is too far out of warranty and they are unwilling to pay for the new head
As a company we are willing to help the customer by giving him a discount on installing a new head and have tried to make a case with Victory to get this covered under warranty
Thanks
Jack S***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
From the customer attached files you can see we asked Victory to help us with the oil leak that is caused by a porous castingWe know the head is leaking oil and believe Victory's statement of needing a new head to repair the leakVictory is refusing to pay for a new head because the bike is out
of both standard warranty and the extended warrantyAll of this is documented in the Ask Polaris case that the customer attachedThe bike has been in our service dept times for various service work as I will list belowThe real issue for Victory and us is we only have a request about the oil leak after the bike was out of warrantyI understand that the customer feels the porous head should always be covered and even thou it is out of warranty victory should still pay for the headI know he feels that the head is a bad part and should be coveredWe are totally good with helping the customer get a head at our cost and do the labor at a discountWe did encourage the customer to write a letter to Victory and see if he could get them to help with the cost of a new headI don't understand why this complaint is about our dealership when you can see from his attached case we tried to get Victory to buy the headWe are not the manufacture and did not cause the oil leak he is complaining aboutWe did try every source we have to get Victory to help him and do understand his frustrationHere is the list of repair orders and a brief statement of what was done-most are maintenance itemsEven the extended warranty ended on 9-30-
R.O1st service 7-03-09 R.ONew rear tire 8-30-
R.Ounit dies-fixed under warranty 3-17-10 R.OLeaking forkseals 9-28-
R.O10K service 6-10-11 R.ONew Cable 8-21-
R.ONew Tires 7-30-11 R.OOil change and check for oil leak 12-15-15(this is
first R.Othat mentions an oil leak on the head)
R.ONew Clutch cable 10-21-
***ATTACHMENT HAS BEEN REDACTED BY Revdex.com***
Dear Sirs; It is with a heavy heart at which I have to write this letter. I have been and continue to be a Victory motorcycle owner, not only the motorcycle in question, case number ***, but also a Cross Country and most recently a Slingshot. Over the years I have been an ambassador for Victory motorcycles. I cannot put into words how disappointed I am with Polaris/Victory. There is an obvious manufacture defect in the casting of the front cylinder on the Victory Vegas, as indicated in your own factory report, and yet you refuse to acknowledge this fact. This motorcycle was indeed brought into Carl’s Cycle during the warranty period. I personally brought the motorcycle in twice (8/19/and 10/09/14) during the warranty period. On both of these occasions, I asked service to look at this oil leak, or whatever it was. On both occasions I was told it was possible road debris, it was not a leak of any kind. Nothing to be worried about, keep riding. Sounds like all decisions are being based on the fact a Carl’s Cycle Sales employee at the time didn’t document his work or actions he did regarding this particular issue. Carl’s is not without responsibility or ownership on this case. Again in December, 2015, we requested a technician to inspect the oil leak. It was not until we insisted that this was not road debris a dye was used to show the leak. This is a manufacture defect, regardless of miles, time, date, etc. This is porosity and does not have any bearing variable on time or mileage. The fact we are being disregarded over time/mileage is absolutely gross and insulting. Carl’s Cycle Sales agreed 100% the porosity is a manufacture defect and has been there since day one, irrelevant of time/mileage. Said Polaris needs to take care of the defective cylinder and they would do the service. Relevant or irrelevant to you, I am a three tour veteran of Vietnam and it means a lot to me in buying my motorcycle “made in the USA”. It makes me sick Polaris will not stand by its product that is an obvious manufacture defect. The best form of advertisement is word of mouth,. I want to assure Polaris they will be receiving a tremendous amount of free advertising from myself and many others if you do not stand by your product. You obviously know there are other avenues we can take to resolve this issue, but will not pursue them unless there is not a favorable response from you. Look forward to hearing back from you soonest.*** *** *** ***
*** ** ***
pictures of cylinder leak attachedcopy of customer satisfaction surveycc: Carl’s Cycle SalesCUSTOMER SATISFACTION SURVEY RESPONSE 7/18/16At this point I am very disappointed in Polaris/Victory concerning my Victory Vegas. It has had an oil leak in the casting of the front cylinder and I have had this in to Carl’s Cycle several times to have it looked at under time of warranty. At time of purchase we purchased the extended warranty (it does not show this on the response paperwork from Polaris). Several mechanics have looked at this and all thought it was road debris or other issue. This is the first purchase of three products from Polaris/Victory. Your records will show I purchased a Cross Country Tour and traded that for my newest purchase of a Slingshot.I have been over the years an ambassador for Victory products but am very disappointed that Polaris will not take responsibility for manufacture defect in the cylinder casting (case #***). I do not understand how you can say this is not a manufacture defect and you are not going to make it right with the customer. This apparently is not on your records because the techs did not write up the issue every time I brought it into the dealer to have this oil leak investigated.I am very disappointed with Polaris.ADDITIONAL FEEDBACKI hope Polaris/Victory will further investigate this matter and confer with the now service manager at Carl’s (Tom), he is very aware this has been an ongoing matter
Complaint: ***I am rejecting this response because: This vehicle was indeed brought into the dealership during the warranty period as stated in our letter dated August 30, 2016, to Victory Corporate and copied to Carl's. When brought in I complained of thinking it was a leaky head gasket. The service technician at the time, a gentleman named Timmy, looked over the bike and indicated the leak is below the head gasket and could only be described as road debris. He did not write up my complaint, nor did I insist he do so. Because it was not documented by your technician we are now suffering the consequences. It was brought in again on October 9, 2014, for the same issue of the oil leak and again was told again that it could not be anything other than road debris. The fact you and Victory are refusing to honor your product since it is "out of warranty" absolutely baffles me. This is an obvious manufacture defect in your product. Every other service mechanic I have talked to concerning this issue, both at your establishment and independent establishments, agree this is a bad casting in the front cylinder head. I cannot tell you how disappointed I am in your establishment and Victory for not honoring an obvious defective product. You are the representative of Victory who sold this product. I did not expect to hear from you and/or Victory to state you will refuse to honor your product saying "oops", to bad, you bought defective product, now you are stuck with it. I am terribly, terribly disappointed. Sincerely,*** ***
From the customer attached files you can see we asked Victory to help us with the oil leak that is caused by a porous castingWe know the head is leaking oil and believe Victory's statement of needing a new head to repair the leakVictory is refusing to pay for a new head because the bike is out of both standard warranty and the extended warrantyAll of this is documented in the Ask Polaris case that the customer attachedThe bike has been in our service dept times for various service work as I will list belowThe real issue for Victory and us is we only have a request about the oil leak after the bike was out of warrantyI understand that the customer feels the porous head should always be covered and even thou it is out of warranty victory should still pay for the headI know he feels that the head is a bad part and should be coveredWe are totally good with helping the customer get a head at our cost and do the labor at a discountWe did encourage the customer to write a letter to Victory and see if he could get them to help with the cost of a new headI don't understand why this complaint is about our dealership when you can see from his attached case we tried to get Victory to buy the headWe are not the manufacture and did not cause the oil leak he is complaining aboutWe did try every source we have to get Victory to help him and do understand his frustrationHere is the list of repair orders and a brief statement of what was done-most are maintenance itemsEven the extended warranty ended on 9-30-
R.O1st service 7-03-09
R.Ounit dies-fixed under warranty 3-17-10
R.O10K service 6-10-11
R.ONew Tires 7-30-11
R.ONew Clutch Cable 10-21-11
R.ONew Rear tire 8-30-
R.OForkseals leaking Oil, replaced forkseals 9-28-
R.ONew Clutch Cable 8-21-
Extended warranty ended on 9-30-
R.OOil Change, new rear tire, and Check for oil leak on head 12-15-15(this is the first Repair Order we have that he says anything about the head leaking and this is year months after the warranty ended
R.OCheck for oil leak and try to get it covered under warranty 6-13-(you can see from the customers attachments where we tried to get Victory to cover the head under a goodwill warrantyWe have also contacted the Sales Rep for Victory to see if he could help us with getting the head covered under warrantyAs you can read from Victory’s response they feel the bike is too far out of warranty and they are unwilling to pay for the new head
As a company we are willing to help the customer by giving him a discount on installing a new head and have tried to make a case with Victory to get this covered under warranty
Thanks
Jack S***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
From the customer attached files you can see we asked Victory to help us with the oil leak that is caused by a porous castingWe know the head is leaking oil and believe Victory's statement of needing a new head to repair the leakVictory is refusing to pay for a new head because the bike is out
of both standard warranty and the extended warrantyAll of this is documented in the Ask Polaris case that the customer attachedThe bike has been in our service dept times for various service work as I will list belowThe real issue for Victory and us is we only have a request about the oil leak after the bike was out of warrantyI understand that the customer feels the porous head should always be covered and even thou it is out of warranty victory should still pay for the headI know he feels that the head is a bad part and should be coveredWe are totally good with helping the customer get a head at our cost and do the labor at a discountWe did encourage the customer to write a letter to Victory and see if he could get them to help with the cost of a new headI don't understand why this complaint is about our dealership when you can see from his attached case we tried to get Victory to buy the headWe are not the manufacture and did not cause the oil leak he is complaining aboutWe did try every source we have to get Victory to help him and do understand his frustrationHere is the list of repair orders and a brief statement of what was done-most are maintenance itemsEven the extended warranty ended on 9-30-
R.O1st service 7-03-09 R.ONew rear tire 8-30-
R.Ounit dies-fixed under warranty 3-17-10 R.OLeaking forkseals 9-28-
R.O10K service 6-10-11 R.ONew Cable 8-21-
R.ONew Tires 7-30-11 R.OOil change and check for oil leak 12-15-15(this is
first R.Othat mentions an oil leak on the head)
R.ONew Clutch cable 10-21-
***ATTACHMENT HAS BEEN REDACTED BY Revdex.com***
Dear Sirs; It is with a heavy heart at which I have to write this letter. I have been and continue to be a Victory motorcycle owner, not only the motorcycle in question, case number ***, but also a Cross Country and most recently a Slingshot. Over the years I have been an ambassador for Victory motorcycles. I cannot put into words how disappointed I am with Polaris/Victory. There is an obvious manufacture defect in the casting of the front cylinder on the Victory Vegas, as indicated in your own factory report, and yet you refuse to acknowledge this fact. This motorcycle was indeed brought into Carl’s Cycle during the warranty period. I personally brought the motorcycle in twice (8/19/and 10/09/14) during the warranty period. On both of these occasions, I asked service to look at this oil leak, or whatever it was. On both occasions I was told it was possible road debris, it was not a leak of any kind. Nothing to be worried about, keep riding. Sounds like all decisions are being based on the fact a Carl’s Cycle Sales employee at the time didn’t document his work or actions he did regarding this particular issue. Carl’s is not without responsibility or ownership on this case. Again in December, 2015, we requested a technician to inspect the oil leak. It was not until we insisted that this was not road debris a dye was used to show the leak. This is a manufacture defect, regardless of miles, time, date, etc. This is porosity and does not have any bearing variable on time or mileage. The fact we are being disregarded over time/mileage is absolutely gross and insulting. Carl’s Cycle Sales agreed 100% the porosity is a manufacture defect and has been there since day one, irrelevant of time/mileage. Said Polaris needs to take care of the defective cylinder and they would do the service. Relevant or irrelevant to you, I am a three tour veteran of Vietnam and it means a lot to me in buying my motorcycle “made in the USA”. It makes me sick Polaris will not stand by its product that is an obvious manufacture defect. The best form of advertisement is word of mouth,. I want to assure Polaris they will be receiving a tremendous amount of free advertising from myself and many others if you do not stand by your product. You obviously know there are other avenues we can take to resolve this issue, but will not pursue them unless there is not a favorable response from you. Look forward to hearing back from you soonest.*** *** *** ***
*** ** ***
pictures of cylinder leak attachedcopy of customer satisfaction surveycc: Carl’s Cycle SalesCUSTOMER SATISFACTION SURVEY RESPONSE 7/18/16At this point I am very disappointed in Polaris/Victory concerning my Victory Vegas. It has had an oil leak in the casting of the front cylinder and I have had this in to Carl’s Cycle several times to have it looked at under time of warranty. At time of purchase we purchased the extended warranty (it does not show this on the response paperwork from Polaris). Several mechanics have looked at this and all thought it was road debris or other issue. This is the first purchase of three products from Polaris/Victory. Your records will show I purchased a Cross Country Tour and traded that for my newest purchase of a Slingshot.I have been over the years an ambassador for Victory products but am very disappointed that Polaris will not take responsibility for manufacture defect in the cylinder casting (case #***). I do not understand how you can say this is not a manufacture defect and you are not going to make it right with the customer. This apparently is not on your records because the techs did not write up the issue every time I brought it into the dealer to have this oil leak investigated.I am very disappointed with Polaris.ADDITIONAL FEEDBACKI hope Polaris/Victory will further investigate this matter and confer with the now service manager at Carl’s (Tom), he is very aware this has been an ongoing matter