Edge Performance Sports

*** ***, This is *** *** (General Manager) here at Edge Performance SportsI am answering the complaint sent in by *** *** I.D# ***. ***, *** brought her unit in on 03/09/I have attached a copy of the original work order, the bids for repair, Polaris
warranty case, Assurant aftermarket warranty case, emails back and forth with each company, the bill of lading where the unit was picked up, and the copy of the request for pick up by the lean holder. We tore down *** unit to see what had caused damage, what we found was that the oil pump had failed causing a lack of oil throughout the entire engineWe first submitted a claim through ask Polaris to see if Polaris would offer any good will to the repair because of the hours and miles on the machineThis was done on 3/10/They said it would have to go through the extended service company, AssurantThat claim was submitted on 3/12/2015, you can see it in the attached emailA few days later they wanted us to tear the motor down and do a complete bid for rebuild rather that installing a short blockThis has to be Ok’d by the customer first*** was contacted and she Ok’d the tear downThe claim was then submitted on 3/26/I have attached a copy of that as well to show that we did not drag this out for herOn 3/30/we received an email back from Assurant on her claimThis is what it said,***, In regard to the claim for *** ***, the contract will need the following to move forward with the claim: Pictures of all four sides of the unit Pictures of all failed components Pictures of the VIN plate Pictures of the odometer Take the following pictures: intake port in cylinder head, both ends of throttle body, air intake tube, air cleaner, and air box Attach the customer's maintenance records Please make sure the return email is under 20MB in size Please attach the pictures in JPEG format and reply to this email Kind Regards, Polaristar Administration I have attached a copy of this as wellWe asked *** for records of the service and maintenance. She said to me that here and her husband were going through a divorce and that she didn’t have any records or service historyShe was very frustrated at this point and my service writer had turned the case over to meI had my service writer submit the claim again without the service historyOn 04/06/this is the email that we received back from Assurant. ***, The contract still needs all of the customer’s maintenance records for the review process. Please reply to this email with all of the customer's maintenance records for the engine oil services so the claim can move forward. Kind Regards, Polari star Administration We got back to *** and asked her for the service records again, she said that she would do here best to find any kind of service history on the unit so we could go forward with the claimOn 6/1/she sent me this email. Per our conversation these are the receipts that we have. The oil purchase on 1/31/is for when we just drained and replaced the oil (no filter since it was clean) the receipt for the filter and oil for the change in Mar 2014 is too faded to readI copied it on to this page but you can't see anything. We paid cash for this so there is no record from the dealer.We did this change at the same time that we had to replace the CV joint axle on March 25th 2014 Thank you, *** ***###-###-#### I have attached this email as wellWe forwarded this to Assurant and they denied the claimThe records were very poor and didn’t show much*** said that she would call and talk to Assurant because she wasn’t happy that it was not going to be coveredI do not know what she and the warranty department discussedThe claim was denied because they did not have the records that the contract requiredWe do everything we can to help customers but we do have to follow the rules and contract that they sign. This unit was here a very long timeI never talked to her husband about her truck not working and that they could not pick up the unitThis was my service writer ***He said that *** husband call and talked to him about the unit and wanted to know how much of a bill they had on the unitHe never said anything about not being able to pick up the unit or that the truck was in the shop*** had stated earlier that she wasn’t sure if she would pick up the unit or if it would go back to the bank*** had a conversation with the lien holder about the unit being in for repair and that she was upset because the warranty wasn’t going to cover it and that she was upset she had to keep making payment on the unit. A few day later my service writer *** was contacted by the lean holder and they said the unit would be picked up by a trucking companyThey wanted to know how much the bill was so they could pick up the unitThey then sent a truck to pick up the unitI have attached a copy of the bill of lading and the request from *** *** to pick up the unit. There are several parts to this email that are not correct; we did not call the lien holder for them to pick up the unitWe did not say that they refused to pay the bill for the tear down feesWe did not send anything out to make them think thisThe conversation my service writer had with *** was that she was going to let the bank have the unit, so he was not surprised when they scheduled a pick upI called *** *** and talked with *** in RepoShe stated that the unit was behind on payment and that because the unit had been at a shop for so long, *** *** was concerned about the unit*** sent out a request for the unit to be pick up because of missed payment and that it had been at a dealership for so long*** has records of calling the customer to let her know what was going on*** had contacted *** about payments and let them know that the unit was hereThey found out from her calling inNot us calling in. I called and talked with *** on 09/24/to let her know we did not do these thingsShe called and talked to *** *** and then she called me back*** told her that Edge Performance Sports did not turn her in and that it was a miss communication with her and *** said she was sorry and would clear things up with the Revdex.com when they contacted herShe said that these problems were with *** *** and not Edge Performance SportsShe said that *** had lied to her about who called in the pick up on the unit and that Edge Performance Sports had nothing to do with it. Thanks *** *** | Edge Performance SportsGeneral Manager*** ** *** *** * *** ** * ***(p) ###-###-####***www.edgeperformancesports.com ---------- Forwarded message ----------*** *** *** ***
*** *** *** ***Cc: Date: *** ** *** *** *** ***Subject: Fw: Claim for Contract #: *** From: ***Sent: *** *** *** *** *** **To: *** ***Subject: Re: Claim for Contract #: *** ***, The contract still needs all of the customers maintenance records for the review process. Please reply to this email with all of the customer's maintenance records for the engine oil services so the claim can move forward. Kind Regards, Polaristar Administration From: "*** ***" To: , Date: 04/01/05:PM Subject: Re: Claim for Contract #: *** From: *** Sent: Monday, March 30, 4:PM To: *** Subject: Claim for Contract #: *** ***, In regard to the claim for *** ***, the contract will need the following to move forward with the claim: Pictures of all four sides of the unit Pictures of all failed components Pictures of the VIN plate Pictures of the odometer Take the following pictures: intake port in cylinder head, both ends of throttle body, air intake tube, air cleaner, and air box Attach the customer's maintenance records Please make sure the return email is under 20MB in size Please attach the pictures in JPEG format and reply to this email Kind Regards, Polaristar Administration ---------- Forwarded message ----------From: *** *** *** ***>Cc: Date: Mon, Jun 17:28:-0600Subject: Razr - receipts for oilPer our conversation these are the receipts that we have. The oil purchase on 1/31/is for when we just drained and replaced the oil (no filter since it was clean)The receipt for the filter and oil for the change in Mar 2014 is too faded to readI copied it on to this page but you can't see anything. We paid cash for this so there is no record from the dealer.We did this change at the same time that we had to replace the CV joint axle on March 25th 2014 Thank you,*** ***###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]