Complaint: [redacted] I am rejecting this response because: I think when a pully or clutch fall off the belt is out of alignment( the bolt came out of the clutch and it fall off ) that my cause damage to it and other part of the machine The repair shop said it would be about to weeks to get it fixed back in JulyThinking the first week of August it would be fixed, If the repair shop didn't know what was wrong with it after about month, how can they say they would have had it fixed in few daysDidn't say why the starter and key switch was replaced ? Regards, *** ***, **
Complaint: [redacted] I am rejecting this response because: HE ASSUMES I DID NOT USE A FUEL STABILIZERI PUMPED THE GAS OUT OF MY VEHICLE AND I STILL HAVE IT IN A CONTAINERI HAVE TALKED TO POLARIS AND THEY REFERRED TO BULLETIN R-15-AND SAID THAT IT DID APPLY TO MY VEHICLE AND THERE WAS NO INDICATION THAT ANYTHING HAD BEEN DONE TO COMPLY WITH THE INSTRUCTIONS Regards, [redacted]
At no time did anyone mislead Mr [redacted] in the sales process Our sales personnel are trained to be professional and straightforward during every sale We had two of the same model Polaris Rangers on the display floor Mr [redacted] was negotiating price on the base model unit with no accessories After he arrived at the dealership he changed his mind and decided he wanted the other unit that had well over $6,in accessories installed on it The salesperson informed him that he would have to add the additional accessories to the sales price of the unit and that is when Mr [redacted] started behaving irrationally Mr [redacted] expressed that he wanted that unit for the same price that he had already negotiated for a non-accessorized unit He informed us that we had to sell him the unit for that price because that is what is on the tag, I have attached a copy of the tag for the unit and as you can see it has the MSRP and it also states that the price does not include accessories The customer became even more indignant when this was pointed out to him The salesperson then turned the customer over to our floor manager, [redacted] who also tried to explain this to Mr [redacted] The conversation with [redacted] was concluded when Mr [redacted] told [redacted] that he would wait for him in the parking lot and beat him up if he didn't sell it to him at the lower price We had already negotiated a very fair deal with Mr [redacted] and will still honor the deal but we will not give him the accessories at no charge.%
According to our records we were first contacted about the missing documentation just this morning. All calls concerning title issues are logged by our dealership. Mr. [redacted] contacted our title clerk and she assured him she would find out about his paperwork. He had requested that... we fax a copy of the Bill of Sale to him which she attempted to do but the receiving fax machine did not pick up. I have attached a copy of that fax. I am also attaching a copy of the Bill of Sale as well as our copy of the trailer MSO. We do not have another original MSO to Send Mr. ***. According to our title log, his MSO and original Bill of Sale were mailed to him on August 10, 2017 which was just three business days after his purchase. At this point, we will have to request a duplicate MSO from the manufacturer and send it to Mr. [redacted] when it comes in. There is typically a charge for lost MSOs but I honestly do not know what it may be with [redacted] *** trailers, if any at all.After Mr. [redacted] made a follow up call today to find out where his fax was, we obtained an email address and sent the bill of sale for the trailer and watercraft by email as well as a copy of our photocopy of the MSO. The duplicate Bill of Sale was placed in the mail on today's date. As you can see from our trail of documentation, our title department is very efficient and does everything they possibly can to handle customer issues. We will forward the duplicate MSO to him as soon as we receive it from the manufacturer.
I have attached the complete service history of this ATV We performed warranty work valued at over $ [redacted] for this customer in May The second repair that he is referring to concerning the belt and clutches is not covered by warranty Belts and clutches are not even covered on a brand new machine under the original factory warranty The final issue that Mr [redacted] is referring to relates to an intermittent issue We had not yet diagnosed the unit when he decided he wanted to pick the ATV up He was told at the time of pick up that it was not ready It was his choice to pick it up not repaired Had he left it a little while longer it certainly would have been repaired At that time our service department back log of work was around days from drop off to completion
Dear MsClopton: In regards to the complaint filed by Ms [redacted] , We did admit that our salesperson made a mistake and we have offered to buy the motorcycle back at the full price paid to us, She is absolutely correct when she states that we would not pay to have this motorcycle converted to a larger size We already sold them this motorcycle below the true value and we are not interested in modifying the motorcycle Modifying this motorcycle from an to a will not increase the value of the bike I honestly do not see how it is not reasonable to offer a full refund They would get all their money back and they have had three months use of the bike At no time were they ever offered any amount lower than a FULL refund Please let me know if you should have any additional questions concerning this matter Sincerely [redacted] General Manager
After reviewing the facts concerning Mr [redacted] 's Polaris Ranger purchase and problem, we will not be issuing any refund concerning his initial purchase or the service work he had done.I have attached a copy of the Bill of Sale which clearly shows the set up and assembly charge which is always discussed at the time of sale As you can clearly see on this document, there is absolutely no way you could possibly think you had the Preferred Maintenance program Mr [redacted] admits himself that he went back and looked at the paperwork and this is what he found Mr [redacted] also states that he should not have to pay for Set Up & Assembly because the unit was assembled when he received it The unit comes to us partially assembled and we have to complete the assembly process and do a final check over of the unit before it is given to the customerThis applies to EVERY unit we sell We are extremely transparent about this throughout the sales process.In regard to the repair service Mr [redacted] received, he would lead you to believe that he just purchased this unit a month or two ago This unit was purchased October 30, and the date of this service is August 5, This is nine months that he has owned the machine I believe that this extended time of sitting up had more to do with his problem than anything He only put miles on this unit in a nine month period of time, which tells me that the gasoline had more than likely gone bad and he probably gas fouled the spark plug trying to crank the unit The bulletin Mr [redacted] refers to does not effect all units, however we did connect the machine to our diagnostic computer while it was here and installed the updated ECU mapping as a precaution for future useThe ECU in his unit did not contain any fault codes signifying any previous issues with the unit itself as is noted on the attached Repair Order dated August 5, 2015.Please feel free to contact me if I can offer any additional assistance or information.Sincerely, [redacted] ***General Manager
Complaint: [redacted] I am rejecting this response because: I think when a pully or clutch fall off the belt is out of alignment( the bolt came out of the clutch and it fall off ) that my cause damage to it and other part of the machine The repair shop said it would be about to weeks to get it fixed back in JulyThinking the first week of August it would be fixed, If the repair shop didn't know what was wrong with it after about month, how can they say they would have had it fixed in few daysDidn't say why the starter and key switch was replaced ? Regards, *** ***, **
Complaint: [redacted] I am rejecting this response because: HE ASSUMES I DID NOT USE A FUEL STABILIZERI PUMPED THE GAS OUT OF MY VEHICLE AND I STILL HAVE IT IN A CONTAINERI HAVE TALKED TO POLARIS AND THEY REFERRED TO BULLETIN R-15-AND SAID THAT IT DID APPLY TO MY VEHICLE AND THERE WAS NO INDICATION THAT ANYTHING HAD BEEN DONE TO COMPLY WITH THE INSTRUCTIONS Regards, [redacted]
At no time did anyone mislead Mr [redacted] in the sales process Our sales personnel are trained to be professional and straightforward during every sale We had two of the same model Polaris Rangers on the display floor Mr [redacted] was negotiating price on the base model unit with no accessories After he arrived at the dealership he changed his mind and decided he wanted the other unit that had well over $6,in accessories installed on it The salesperson informed him that he would have to add the additional accessories to the sales price of the unit and that is when Mr [redacted] started behaving irrationally Mr [redacted] expressed that he wanted that unit for the same price that he had already negotiated for a non-accessorized unit He informed us that we had to sell him the unit for that price because that is what is on the tag, I have attached a copy of the tag for the unit and as you can see it has the MSRP and it also states that the price does not include accessories The customer became even more indignant when this was pointed out to him The salesperson then turned the customer over to our floor manager, [redacted] who also tried to explain this to Mr [redacted] The conversation with [redacted] was concluded when Mr [redacted] told [redacted] that he would wait for him in the parking lot and beat him up if he didn't sell it to him at the lower price We had already negotiated a very fair deal with Mr [redacted] and will still honor the deal but we will not give him the accessories at no charge.%
According to our records we were first contacted about the missing documentation just this morning. All calls concerning title issues are logged by our dealership. Mr. [redacted] contacted our title clerk and she assured him she would find out about his paperwork. He had requested that... we fax a copy of the Bill of Sale to him which she attempted to do but the receiving fax machine did not pick up. I have attached a copy of that fax. I am also attaching a copy of the Bill of Sale as well as our copy of the trailer MSO. We do not have another original MSO to Send Mr. ***. According to our title log, his MSO and original Bill of Sale were mailed to him on August 10, 2017 which was just three business days after his purchase. At this point, we will have to request a duplicate MSO from the manufacturer and send it to Mr. [redacted] when it comes in. There is typically a charge for lost MSOs but I honestly do not know what it may be with [redacted] *** trailers, if any at all.After Mr. [redacted] made a follow up call today to find out where his fax was, we obtained an email address and sent the bill of sale for the trailer and watercraft by email as well as a copy of our photocopy of the MSO. The duplicate Bill of Sale was placed in the mail on today's date. As you can see from our trail of documentation, our title department is very efficient and does everything they possibly can to handle customer issues. We will forward the duplicate MSO to him as soon as we receive it from the manufacturer.
I have attached the complete service history of this ATV We performed warranty work valued at over $ [redacted] for this customer in May The second repair that he is referring to concerning the belt and clutches is not covered by warranty Belts and clutches are not even covered on a brand new machine under the original factory warranty The final issue that Mr [redacted] is referring to relates to an intermittent issue We had not yet diagnosed the unit when he decided he wanted to pick the ATV up He was told at the time of pick up that it was not ready It was his choice to pick it up not repaired Had he left it a little while longer it certainly would have been repaired At that time our service department back log of work was around days from drop off to completion
Our last response still speaks for itself.
Dear MsClopton: In regards to the complaint filed by Ms [redacted] , We did admit that our salesperson made a mistake and we have offered to buy the motorcycle back at the full price paid to us, She is absolutely correct when she states that we would not pay to have this motorcycle converted to a larger size We already sold them this motorcycle below the true value and we are not interested in modifying the motorcycle Modifying this motorcycle from an to a will not increase the value of the bike I honestly do not see how it is not reasonable to offer a full refund They would get all their money back and they have had three months use of the bike At no time were they ever offered any amount lower than a FULL refund Please let me know if you should have any additional questions concerning this matter Sincerely [redacted] General Manager
After reviewing the facts concerning Mr [redacted] 's Polaris Ranger purchase and problem, we will not be issuing any refund concerning his initial purchase or the service work he had done.I have attached a copy of the Bill of Sale which clearly shows the set up and assembly charge which is always discussed at the time of sale As you can clearly see on this document, there is absolutely no way you could possibly think you had the Preferred Maintenance program Mr [redacted] admits himself that he went back and looked at the paperwork and this is what he found Mr [redacted] also states that he should not have to pay for Set Up & Assembly because the unit was assembled when he received it The unit comes to us partially assembled and we have to complete the assembly process and do a final check over of the unit before it is given to the customerThis applies to EVERY unit we sell We are extremely transparent about this throughout the sales process.In regard to the repair service Mr [redacted] received, he would lead you to believe that he just purchased this unit a month or two ago This unit was purchased October 30, and the date of this service is August 5, This is nine months that he has owned the machine I believe that this extended time of sitting up had more to do with his problem than anything He only put miles on this unit in a nine month period of time, which tells me that the gasoline had more than likely gone bad and he probably gas fouled the spark plug trying to crank the unit The bulletin Mr [redacted] refers to does not effect all units, however we did connect the machine to our diagnostic computer while it was here and installed the updated ECU mapping as a precaution for future useThe ECU in his unit did not contain any fault codes signifying any previous issues with the unit itself as is noted on the attached Repair Order dated August 5, 2015.Please feel free to contact me if I can offer any additional assistance or information.Sincerely, [redacted] ***General Manager