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Dental Arts Associates Inc.

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Dental Arts Associates Inc. Reviews (1)

Initial Business Response /* (1000, 11, 2017/02/08) */
I have spoken to my service manager about ***'s *** and review all of our records regarding the snowmobileThe snowmobile was purchased on Jan from us*** contacted us concerned that he was have an
issue with his new sledBecause of the distance to drive to *** we recommended an authorized dealer closer to him *** in this caseUnder the provisions of the manufacturers warranty, repairs can be made at any authorized dealer in CanadaAccording to the invoice from *** dated Feb the concern was that the "unit shut off and would not restart"The result according to the *** invoice is that the sled started normally but could not be run on trails because of a no snow condition in the areaSo the sled was run in the shop for a reasonable amount of time without a "shut off" condition occurringAlso at the time the technician check for proper ignition fire, and inspected battery voltage while the sled was runningInvoice indicates that the sled was worked on, inspected and operated normally for hrsSnowmobile operated normally while it was at *** location with no "shut off" condition occurringAccording to *** invoice the sled was picked up on the 4th of Feb and client was returning to the MARS store for a continued diagnosis
When the sled was dropped to the MARS store on Mar with the same concerns the current mileage indicated kms our service dept was instructed to also inspect ski runners and slides the ski runners were completed worn out and slides were well over 50% worn which indicates the sled had been operated in very low snow conditions and based on the kms it appeared the sled had some significant use before it was returned to the MARS store an authorized dealer with the concern of "shut off" and "first time I used it"This also indicates an intermittent, infrequent occurring problemOur service dept spoke to the client at length as to the issues and when they seemed to be occurringWe also explained at the time of dropping the sled off for diagnosis that there was no snow in our area for test drives and if the problem could not be duplicated in our shop that it would be impossible to properly diagnose until there was sufficient and safe snow conditions*** agreed by leaving the sled with usBecause we had no snow our process would begin in the shopSled started and ran as a complete Cat II diagnosis was completed to check the ECU for diagnostic codes none were stored, test was normalSled voltage was tested and wiring harness also was inspected, also checked fuel pump pressure all test were sled was operating and running during the test as normalIn all the occasions that the sled was inspected, during this time we never had the problem "shut off" occurThe snowmobile operated normally and has operated normally since it has been at our locationBecause there was no snow in Nova Scotia during this time and actually there was not any snow for the rest of the winter to properly and safely operate a snowmobile in Nova Scotia
Our Service dept contacted *** the week of March 7th and explained that the sled had not "shut off" during our inspection and diagnosis process and had operated normally on every occasion that we tried to confirm the problem and unfortunately we were still unable to test drive because of a no snow conditionWe did indicate that we replaced a throttle safety switch as an educated guess only and without proper test drive to confirm there is no way to know if the "shut off" problem was fixedWith this information and no completed or confirmed diagnosis *** still decided to pick up sled and go on his tripWe at no time indicate the problem was "fixed"As mentioned when the sled left for the NB trip it has kms and when returned to the MARS store with the "shut off" problem still occurring it had kms which indicates significant use during the tripAt the time the sled was returned, we indicated to *** we still had a no snow condition and that until safe trail conditions returned we would not be able to confirm or diagnose the problem the customer was describingAs a matter of fact we did not have safe or reliable trail or snow conditions for the rest of the snowmobile seasonWe explained to the customer we did not have long term storage available and that it would be best that he take it home for storage until proper snow conditions returned or take it to a dealer with snow for a proper diagnosisBased on this information *** left the sled saying "he did not want it back til it was fixed"Which is why "I have not seen my snowmobile since that day"As *** indicates there was still snow in certain location in ** will into April but no snow trail conditions in ** based on the fact that he said "while my friends headed on trips to NB to snowmobile" during the rest of Mar and April
With this information and the fact he had "friends" heading there anyway, it is reasonable to assume that the sled could have been dropped off at a dealer with snow to be diagnosed and repaired if necessary and picked up on another trip back to **As indicated in ***'s complaint***'s owners manual clearing indicates "any" dealer in Canada can administer warranty repairs and that there was lots of time to do so based on his complaintBut with all this information available to him still decided to leave the sled with the MARS store with no snow in site for months and still no snow conditions in ** so far for the seasonBut there is snow in ** for and there are dealers there alsoWe did have an opportunity to drive the sled on Dec th for approximately kms in OK trail conditionsWe test drove the sled in all operating conditions for approximately hour and no abconditions occurredI contacted the customers and indicated the we test drove with the sled and it was operating normally and indicated he should come pick it up until conditions returned and again he said he would leave itMy impression at that time is that he was fine with leaving the sled with us til snow condition returned
As we have always happily indicated we can and will get to the bottom of the issue(s) when snow arrives backIn the mean time *** can go to any dealer in Canada for diagnosis and warranty repairs it is really that simpleIn regards to paying for something that's "useless" I would have to disagree *** accomplished almost kms in a snow season that many didn't get km on there sledsWe live in a province with unpredictable snow conditions and every snowmobiler knows when you own a snowmobile, if it doesn't snow you either park it or drive til you find snowWhether you are driving it or fixing itWe understand the frustration I know as of today there has been discussion with Arctic Cat and that Arctic Cat is supposed to reach out to *** to discuss the situationAs to the discussion of loaner sleds we can not offer loaners sleds due to the unpredictable nature of the sport, accidents happen frequently and our insurance policy does not have a prevision allowing us to offer loanersAs I indicated to *** we are not in agreement to offer another unused *** including a yr warranty or a return of past mths of paymentsRegardless of the time it has taken (because of no snow) we have not had an opportunity to confirm and diagnose this problem, if in fact there is a problemTherefore we cant confirm a defectIn our estimation without a proper diagnosis and confirmation of a defect we cannot have a factual discuss with Arctic Cat or the customer to work out a resolutionOnce there has been a confirmation of a defect *** has the option to discuss with *** customer care dept the possibility of assistance which we the dealer can also be involved in
I would also like to add that our dealership has been in business since We have been an *** dealer for yrs in fact we are the oldest established *** dealer in ** and the second oldest dealer in the maritimesWe have complaints like this in our historyOur *** certified gold technician has over yrs in snowmobile service and repair and is an expert in *** technology and is highly regarded in the industry, if there is a fix to be made we are more than capable of doing itBut without snow it is impossible,this is just a matter factThanks for the opportunity to add our side to the story, please let me know if you have any questionsthanks

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Address: 396 Highland Ave, West Somerville, Massachusetts, United States, 02144-2512

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