IceBear ATV

Initial Business Response / [redacted] (1000, 9, 2015/10/12) */ Our company's warranty policy for scooters is stated on our website as: On-road products: a) Parts are covered under this warranty to be free from manufacturer defects for 6 months or 750 miles whichever comes first & engine is covered to be... free from manufacturer defect for 1 year or 1500 miles, whichever comes first. According to our records, we have sent the customer the parts he requested. We even paid to have the customer ship back the engine as it could not be diagnosed over the phone or through email, and the customer stated it was not working. Our mechanic spent 3 hours fixing the engine and his conclusion was that the engine is in such bad shape due to negligence. Due to a mistake on our end (not verifying that the problem was caused by a defect before approving repairs at our cost), we ended up covering for the repair of the engine and the shipping back to the customer. The customer received the repaired engine, then the customer also called back later stating he needed other parts, which was sent under warranty. We have provided all parts the customer needed and have covered some costs out of our pockets as well. The fact that our mechanic found the engine issues to be due to the customer's negligence, we could not approve the unit to be returned for a refund or exchange. Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have no engine shroud because you sent the wrong one. You replaced part yes and thank you but it still did not run right. And yes when I sent the motor it pooked dirt but I live down a dirt road. To final get the scooter to work right I had to pay someone to fix it I paid $200 and it runs great. He said that icebear never openedthe motor up. It still had the same oil in it as when it left to go to icebear. If you had taken the motor apart as you stated it would have had new oil in it. Granted you sent me part but they where all messed upbin some way. Lets see. The air filter didnot work in needed to be sustomized to let the stlcooter run. The brackets for the air filter where too short and had wrong size hole in them. Have the boltson the motor where hand tight when I got it back. You say you sent 3 hours on it to fix it.it takes over an hour to to get the motor apart. So thats a lie you never took it apart. The piston and piston rings where no good and had to be replaced. All icebear is doing is hidding behind there warranty. What happen when companies useto stand by what they sold rather letting the customer get screwed. Final Business Response / [redacted] (4000, 13, 2015/10/25) */ The engine shroud was mailed out to the customer on 09.14.15 and I do not show any communication received from the customer since then. If the wrong engine shroud was received, the customer needs to inform us or we will not know about it. We sent the correct shroud assigned to the specific scooter he has. As far as today 10.25.15, I do not show any emails sent to our parts department informing them that the customer received the wrong part. Our parts department has a daily request log that lists all the customer requests that come through by email or phone. This log does not show any request or complaint of the wrong part being received by the customer; therefore, the parts department is not aware of this customer's current issue. If our parts department is not aware of the issue, they cannot assist in fixing the issue. As for the engine, it was sent back to us in non-working condition. The diagnosis was listed in our last reply to this complaint. We have email communication between the customer and our sales rep, which presented the customer with evidence showing the customer that the engine was fixed and was working. As per our process, the customer was asked to approve sending the fixed engine back to him by using the evidence provided to him, which the customer approved in the email, so the engine was sent back to him in working condition. Because we show no communication from the customer since his last parts order was sent out, we were not aware of any other issues. We have assisted the customer as much as possible and have no problem assisting him with any other parts needs, but he needs to contact us to inform us properly or we won't be able to help him. We are here to help our customers but our customers need to help us by providing us the information we need in order to do so. We will have our parts department contact the customer to do a follow up to see what the customer may need at this point.

Initial Business Response /* (1000, 9, 2015/10/12) */
Our company's warranty policy for scooters is stated on our website as:
On-road products:
a) Parts are covered under this warranty to be free from manufacturer defects for 6 months or 750 miles whichever comes first & engine is covered to be...

free from manufacturer defect for 1 year or 1500 miles, whichever comes first.
According to our records, we have sent the customer the parts he requested. We even paid to have the customer ship back the engine as it could not be diagnosed over the phone or through email, and the customer stated it was not working. Our mechanic spent 3 hours fixing the engine and his conclusion was that the engine is in such bad shape due to negligence. Due to a mistake on our end (not verifying that the problem was caused by a defect before approving repairs at our cost), we ended up covering for the repair of the engine and the shipping back to the customer. The customer received the repaired engine, then the customer also called back later stating he needed other parts, which was sent under warranty. We have provided all parts the customer needed and have covered some costs out of our pockets as well. The fact that our mechanic found the engine issues to be due to the customer's negligence, we could not approve the unit to be returned for a refund or exchange.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have no engine shroud because you sent the wrong one. You replaced part yes and thank you but it still did not run right. And yes when I sent the motor it pooked dirt but I live down a dirt road. To final get the scooter to work right I had to pay someone to fix it I paid $200 and it runs great. He said that icebear never openedthe motor up. It still had the same oil in it as when it left to go to icebear. If you had taken the motor apart as you stated it would have had new oil in it. Granted you sent me part but they where all messed upbin some way. Lets see. The air filter didnot work in needed to be sustomized to let the stlcooter run. The brackets for the air filter where too short and had wrong size hole in them. Have the boltson the motor where hand tight when I got it back. You say you sent 3 hours on it to fix it.it takes over an hour to to get the motor apart. So thats a lie you never took it apart. The piston and piston rings where no good and had to be replaced. All icebear is doing is hidding behind there warranty. What happen when companies useto stand by what they sold rather letting the customer get screwed.
Final Business Response /* (4000, 13, 2015/10/25) */
The engine shroud was mailed out to the customer on 09.14.15 and I do not show any communication received from the customer since then. If the wrong engine shroud was received, the customer needs to inform us or we will not know about it. We sent the correct shroud assigned to the specific scooter he has. As far as today 10.25.15, I do not show any emails sent to our parts department informing them that the customer received the wrong part. Our parts department has a daily request log that lists all the customer requests that come through by email or phone. This log does not show any request or complaint of the wrong part being received by the customer; therefore, the parts department is not aware of this customer's current issue. If our parts department is not aware of the issue, they cannot assist in fixing the issue.
As for the engine, it was sent back to us in non-working condition. The diagnosis was listed in our last reply to this complaint. We have email communication between the customer and our sales rep, which presented the customer with evidence showing the customer that the engine was fixed and was working. As per our process, the customer was asked to approve sending the fixed engine back to him by using the evidence provided to him, which the customer approved in the email, so the engine was sent back to him in working condition.
Because we show no communication from the customer since his last parts order was sent out, we were not aware of any other issues. We have assisted the customer as much as possible and have no problem assisting him with any other parts needs, but he needs to contact us to inform us properly or we won't be able to help him. We are here to help our customers but our customers need to help us by providing us the information we need in order to do so. We will have our parts department contact the customer to do a follow up to see what the customer may need at this point.