J M P Cycle

1/11/3:Mediator called BUS, spoke to [redacted] (owner)"We're still willing to work on it againWe've had it in the shop several times, put all new parts in it, replaced the transmission, replaced the drive shaftWe believe they're operating the vehicle beyond it's capacity, overloading it with hay balesI've sent my sales rep and tech out to their horse farm to work on the vehicle and saw the overuse and recommended that they not overfill it with strawIt's a light utility vehicle, it's not a pickup truck[The overuse my sales rep + tech saw] is the reason we confronted this complaintI am not willing to pay for an extended warranty for themHowever, I will be seeing my Kawasaki rep this weekend, I can ask about Kawasaki paying for the warrantyGive me a call back late next week, my Kawasaki rep may have to contact someone at corporate so give me a little time."1/18/11:30am Mediator called BUS, spoke to ***, "I spoke to my Kawasaki rep this weekend and emailed him Mr [redacted] 's information Tuesday [1/16]He said he was going to work on getting something done about his extended warrantyI encourage you to reach out to him directlyHis name is [redacted] and his email is ***[redacted] @kmc-usa.com."1/24/2:59pm Mediator emailed [redacted] , Kawasaki Regional Rep asking about status of extended warrantyMediator has emailed [redacted] for updates on 1/24, 2/2, 2/9, 2/20, and 3/He has responded that he's still waiting for an update from Kawasaki service and warranty departments

1/10/12:06pm Mediator called CONS at Daytime phoneRang and rang; could not leave VMCalled Evening phone, Left VM. 1/11/2:41pm Mediator received call from CONS"The vehicle has gotten so bad, steadily worse, for example the transmission jumped out of gear (which it does frequently) and rode down a hill backwards, with three passengers, and hit a tree and now the tail gate is messed upThe brakes weren't workingIt's a safety riskIt grinds and jerksI think the issue is actually a linkage problem, the cable that operates wheel drive is not engaged completelyVery dangerousThe vehicle is almost out of (the two year manufacturer's) warranty; it's up in MarchIt's $for extended year warranty and we're concerned that we'll be stuck with a almost $10,pile of junk or a heavy repair bill after that warranty is upJMP should pay to extend the warranty and replace the tailgate."

Complaint: [redacted]
I am rejecting this response because:  See below for a response to each statement made by JMPMr. [redacted] presents himself as an [redacted] and therefore JMP Cycle resolved to strictly observe Kawasaki policy and conduct warranty business only with Mr. [redacted]. Mr. [redacted] has taken this vehicle into the dealer as they direct three times for the repair of the same problem. All three times the vehicle was returned with the same problem still occurring. Kawasaki sent a regional representative to our location and drove it himself for a considerable amount of time. His determination was in fact the transmission as well as a front axle of which JMP took the vehicle to their location and did the repairs. Returning it to our facility the problem (same) continued to persist.  If in fact it was “It is, in fact, operator error.“ than it is reasonable to say that the regional representative from Kawasaki was operating the vehicle causing the same error. JMP Cycle NEVER offered a "loaner" unit. We don't own any vehicles for the purpose of lending them out. The Kawasaki warranty does not cover pick-up/delivery of vehicles and this is explained at the time of purchase.  I was fully aware of the policy as they stated. However, what they did not consider is the fact that the vehicle has traveled the 16.4 miles each way on four occasions in the first year. (3 times by us and once by their service specialist). That is a total of 131.2 miles. More importantly, each time the vehicle was down for weeks on end. We were left with NO vehicle to perform the duties it was purchased for. And yes, we chose to purchase from JMP because during the sale presentation, I was assured over and over again that if there was a problem, JMP would stand behind their product and we were promised quick and professional service. Our feeling were and still are that they, verbally assured us the above and should have made exceptions to show good faith and honesty in this sale. WE asked for a loaner on the third visit as we were in the middle of a special program at our facility for special needs children and veterans.   observed by the JMP Cycle Mechanics and the Kawasaki Specialist that the problem with the vehicle is not a manufacturer defect. It is, in fact, operator error.  This vehicle is operated by myself and Mr. [redacted]. It is used to carry 2 or 3 bales of hay from our barn to the field (about 1000 yards) twice a day as well as carrying ordinary fencing repair hand tools around the perimeter of the property which is approximately 1 mile. Our facility is normal slightly rolling terrain as is most of the properties near the river.  We are 42 ft above the flood plain so we do NOT have large hills or muddy tracks. WE also have a [redacted] tractor with a front loader which is the 5th tractor we have had with NO problems. In the 30 years of operating the tractors we have had ONE service problem on a new tractor. The dealer picked it up, repaired it, returned it, and have not had another problem. That was in spring 2009 I am a retired US Air Force veteran who worked on all types of vehicles during my career. Operated, repaired and maintained heavy equipment. I am well over 50 and pride myself in extreme care on all of my vehicles. Mr. [redacted] has operated every type of vehicle, including airplanes, dozens of different farm equipment as well as countless other vehicles. He also worked as a mechanic for a great number of years and specialized in 4 wheel drive vehicles.  He also owned 4 garage and service centers as well as 3 automobile agencies. He is well into his 60s. We do NOT abuse any vehicles and are by far more experienced than the young man who WAS their mechanic. Of whom we have spoken with since his leaving JMP. He had a considerable amount of conversations relating to this problem and has confirmed with us that this particular model of Kawasaki has had this problem for several years and informed us that one of JMP’s largest purchasers of this vehicle had been fighting this same problem in a large number of them.  Mr. [redacted] rode with him in three of their vehicles while at their location on their test tract which is a small parcel of level, smooth land behind their facility. ALL of which have the same problem.  Operator error, NO way, Please feel free to look at the 4010 Mule forums on the net to see the truth in this. Mr. [redacted] states we will not return in phone calls. The fact of the matter is Mr. [redacted] has not contacted JMP Cycle since the last time his Mule was picked up from being repaired, June 24, 2017. NOT true.  After having numerous calls NOT returned, we were told not to contact them anymore. They stated they had done all they could and we should take the matter up with Kawasaki, Of which Kawasaki tells us that it is a dealer problem and we must work through them.  WE filed the Revdex.com complaint and this was our best option and we are counting on you to make a satisfactory arrangement as stated. Mr. [redacted] presents himself as an [redacted] and therefore JMP Cycle resolved to strictly observe Kawasaki policy and conduct warranty business only with Mr. [redacted]. Mr. [redacted], acting on my direction as stated to JMP numerous times could NOT get a satisfactory response from them after as many as 72 phone calls, 3 visits to their shop, numerous attempts at trying to resolve this, his frustrations with the poor service, broken promises, outright lies, lack of good faith service, unreasonable answers and failure to satisfy a customer, his reaction were normal under the conditions. Bottom line, the vehicle has the same problem now and continues to get worse. It now pulls to the right, feels like it is dragging all the time and bangs and clanks so severe that it jerks the steering wheel out of your hand creating a very dangerous condition. We feel we are not asking too much or being unreasonable. The problem is the same. WE seldom use the 4 wheel as it is seldom necessary.  When you place the lever in 4 wheel, if does all of the above.  Your help and understanding is greatly appreciated and we ask that you place yourself in our situation in resolving and approving our request. 
Sincerely,
[redacted]

When the vehicle was purchased, 2/26/15, Mr. [redacted] stated that Mr. [redacted] would be the primary vehicle operator. Mr. [redacted] has brought the vehicle into the shop for routine maintenance, but per Kawasaki policy; all warranty work must be authorized by the owner of record. JMP Cycle...

attempted to facilitate warranty throught Mr. [redacted], as he is under the employ of Mr. [redacted], but this relationship failed. Mr. [redacted] presents himself as an [redacted] and therefore JMP Cycle resolved to strictly observe Kawasaki policy and conduct warranty business only with Mr. [redacted].JMP Cycle NEVER offered a "loaner" unit. We don't own any vehicles for the purpose of lending them out. The Kawasaki warranty does not cover pick-up/delivery of vehicles and this is explained at the time of purchase. Yes, a Kawasaki Specialist did go to Mr. [redacted]'s location and the transmission (along with several other components) were replaced, under warranty. The vehicle was operating as it should when it was picked up. It has been observed by the JMP Cycle Mechanics and the Kawasaki Specialist that the problem with the vehicle is not a manufacturer defect. It is, in fact, operator error. The considerable distance Mr. [redacted] complains of to get to the shop is 16.4 miles. And please keep in mind that he chose to buy from JMP Cycle.Mr. [redacted] states we will not return in phone calls. The fact of the matter is Mr. [redacted] has not contacted JMP Cycle since the last time his Mule was picked up from being repaired, June 24, 2017.Please also note that this complaint was originally submitted to the Revdex.com by Mr. [redacted] and JMP Cycle thought it was resolved.Thank you, [redacted]Owner/JMP Cycle Kawasaki

1/11/18 3:07 Mediator called BUS, spoke to [redacted] (owner). "We're still willing to work on it again. We've had it in the shop several times, put all new parts in it, replaced the transmission, replaced the drive shaft. We believe they're operating the vehicle beyond it's capacity, overloading it with hay bales. I've sent my sales rep and tech out to their horse farm to work on the vehicle and saw the overuse and recommended that they not overfill it with straw. It's a light utility vehicle, it's not a pickup truck. [The overuse my sales rep + tech saw] is the reason we confronted this complaint. I am not willing to pay for an extended warranty for them. However, I will be seeing my Kawasaki rep this weekend, I can ask about Kawasaki paying for the warranty. Give me a call back late next week, my Kawasaki rep may have to contact someone at corporate so give me a little time."1/18/18 11:30am Mediator called BUS, spoke to [redacted], "I spoke to my Kawasaki rep this weekend and emailed him Mr. [redacted]'s information Tuesday [1/16]. He said he was going to work on getting something done about his extended warranty. I encourage you to reach out to him directly. His name is [redacted] and his email is [redacted].[redacted]@kmc-usa.com."1/24/18 2:59pm Mediator emailed [redacted], Kawasaki Regional Rep asking about status of extended warranty. Mediator has emailed [redacted] for updates on 1/24, 2/2, 2/9, 2/20, and 3/6. He has responded that he's still waiting for an update from Kawasaki service and warranty departments.