CFMOTO Powersports Inc

In Response to Complaint ID #: *** After the customer brought his ZFORCE to his dealer, a warranty claim was filed stating that the customer brought the vehicle in because it was making a “klunking” noiseThe dealer states that they found the drive belt was damaged and when they
replaced the belt there was no more noiseWhen the customer called CFMOTO headquarters and described the problem to a technical service representative, he called the dealer for more informationThe dealer explained the situation and told the rep that the vehicle was repaired and there were some usual noises but nothing that was not normalThe rep contacted the customer and explained as best he could, based on the dealer’s informationHe advised the customer that the noise was normal, and the customer should drive the vehicle and become accustomed to the noises as off-road vehicles are not the same as other vehicles and have some unique soundsHe advised the customer that if the noise became worse or if he did not agree with the dealer’s assessment that it would be best to take the vehicle to another dealer for a second opinionWe at CFMOTO work with our dealers to assist them in finding solutions as quickly as possible to ensure customer satisfactionUnfortunately, we cannot diagnose and advise repairs to the customer over the phone, we rely on the dealer to diagnose and repair the vehicle as quickly as their shop schedule allowsWe will continue to honor the customer’s warranty and give any assistance possible to whatever dealer the customer chooses to bring his vehicle to if he still feels more repairs are requiredWe will also be certain that any future emails are routed to, and answered by a Customer Service Representative

Initial Business Response /* (1000, 8, 2015/10/12) */
Mr***,
There seems to have been a miscommunication between your dealer and CFMOTO regarding the necessary part to complete the repair on vehicleThe service department at the dealer is closed todayHowever, based on information on
your warranty claim, we believe we know what part is needed and believe we have it in stock at our parts warehouse in MinnesotaWe will confirm the part needed as ship it as soon as we get confirmation from the dealerI will update this complaint as soon as I have the final resolution
Initial Consumer Rebuttal /* (2000, 13, 2015/10/29) */

Initial Business Response /* (1000, 5, 2015/09/16) */
Thank you for making us aware of this situationWe have been in contact with the dealer you have been working with and are proposing some solutions to themThat process has not been finalized yet, but we hope to have a solution to the
problem soonWe will respond to this complaint again once we have the final solution for you
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
Thank you for looking into this, I will wait for your response
***verified via phone
Final Consumer Response /* (2000, 17, 2015/10/08) */

***, Thank you for your detailed account of your frustration with your CFMOTO purchase Please allow me some time to discuss this situation with your dealer and with the technical staff at CFMOTO After getting input and documentation from your dealer I will be able to assess
the situation and respond with in more detail. Thank you!Jim ***

In Response to Complaint ID #: *** CFMOTO made every effort to assist the dealer in diagnosing the issues that this customer experiencedThe dealer was unable to duplicate the drivability complaints made by the customer so there was no information available with which to recommend a repairWhile not having evidence of an actual failure, a number of repairs were authorized and paid for by CFMOTO under warranty in an effort to make the customer happy with his ZFORCECFMOTO spoke several times with the customer, trying to determine the cause of his issue and why the issue did not occur for the dealerCFMOTO also contacted the dealer many more times than to offer solutions based on the customer’s inputAgain CFMOTO technical support authorized a repair that was not justified in order to satisfy the customerUnfortunately, the dealer made an error in the repair that caused a delay in the return of the vehicleWe understand the passion of the powersports rider, so quickly resolve the delay, CFMOTO authorized an entire engine replacement even though the problem was not a manufacturer defectDespite the best efforts of CFMOTO technical support and customer support we were unable to please the customer with repairs to his ZFORCE so we worked with him personally to come to a resolution that satisfied him

I am rejecting this response because:
This machine has been having these issues for an entire year. It is the responsibility of the manufacturer and the dealership to keep in contact and be made aware of the issues that have been ongoing with this machine. If the dealership has had to receive approval from the manufacturer to replace or service parts, then the manufacturer was then, in fact aware, and has had plenty of time to look over the situation and come to a conclusion on this. My husband and I had to go out of our way to drive to the dealership on a Saturday to have them print out all of the service records and then have the dealership send them over to the manufacturer. We should not have to do the jobs of others to make sure we are not being screwed over with the customer service and repair of our machine. Since the first service was on August 11, 2015 and the machine has had the same ongoing issue since even before that day, with multiple issues arising in the meantime, then that is over a year that the manufacturer has had a chance to make this right with us.  My machine has been in that shop, just this time, for almost 3 months now and they STILL cannot get it fixed. I went the entire summer without being able to utilize my machine. That is the prime time I should be putting it to use. I will not approve of this response because we, as owners, have been trying to get to a conclusion on this for a very long time now. I am out my money, time, and machine through all of this. I will not drop this issue until the machine is out of my hands, the dealerships hands, and I have been reimbursed for my purchase in full.