Mountain Suzuki

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I totally disagree with this comments and have responded below in RED In response to a letter we received in regards to complain ID # [redacted] , we would like to dispute the complaint Customer did have an atv worked on here He had someone bring it...he did not come to the shop when it was dropped offI work and yes I did have my uncle named [redacted] bring the wheeler to the store I and my son did however load the wheeler on my trailer using the winch since the -wheeler would not run so the wince worked when it left my house and the of us seen it work When the atv was dropped off the winch hook was laying up on the rack and we were told the winch did not work but they didn't need it fixed (which we don't work on winches anyway) We did our repairs and customer came in and paid for repairs and left without taking the atv with him The same person ( [redacted] ***) picked up the wince for me again I do work for a living and they are closed when I get off from work Another person came the next day to pick it upThis is why I took my [redacted] to the store to talk about this When we loaded the wheeler it worked A week later the customer called and was belligerent on the phone to me demanding that we replace his winch because we tore it up It was not a week He picked it up on Friday and I called them on Wednesday when I used it to scrape snow and noticed the winch not working I have yet to ask for my winch to be replaced I keep asking what happened and yes I do want my winch the way it was when it was dropped off to them To begin with how are you supposed to fix and discuss problems if you don't talk about it I called and asked what happened to my winch and was told to call back, I called back and then the woman stated that we did not tear it up and it must have been the guy that dropped it off I spoke to [redacted] and he wanted to go talk to them about it I told him we never touched the winch and even verified with the service manager and service tech that the winch had not been messed with I also told him that whoever dropped it off told us it didn't work but not to fix it, that he didn't need itThe winch did work because I used it to load it in my trailer Customer came in to the business the following day with the guy that dropped it off and picked it up and was argumentative with myself and the service manager in front of a customer that we were assisting at the parts counter They would not talk about it and would not even let me talk to the mechanic saying I was not harassing her staff At no point did any one cuss the customer or call him sm I did not say I was cussed He stated to me "sm like you are not welcome in my store Ask [redacted] at [redacted] because he was standing right beside the man He was told we did not mess with his winch repeatedly If they did not mess with it then how come it worked before it went to the store because I just used it? He was very argumentative and loud and we asked him to leave He kept arguing and [redacted] , the service manager told me to call the police I did and [redacted] advised the customer to leave that the police were en routeAfter we called the police he would take a few steps and stop and argue and go on and [redacted] would tell him to go on and get out of the business and not to come backThe people at this store would not listen to anything I had to say The police came after the customer left and we spoke with the officer and the man that came with the customer...yes that man stayed and spoke with the police on our behalf, about what had transpired and that was the end of itAsk [redacted] ***, his number is aboveHe told me that he told the police that the winch worked when he dropped it off Better yet I can get you the name and number for the police office and you speak to him directly since I was not there to hear the conversation I'm only going by what I was toldThis man clearly knew his winch didn't work and wanted to accuse up of tearing up his winch to get a new one If I wanted a new one I would have bought me one I worked and paid for that one Nothing I have has been given for me I work for a multimillion dollar agency and can clearly afford a new wince, but what's right is right and wrong is wrong I something of mine is destroyed I want it fixed I am the [redacted] for my [redacted] in [redacted] and how can I teach them to be honest and not live that life myself Ever Since this has happened I have had multiple people talk to me, message me on [redacted] , telling me how they have been treated there at that store I even had the wife of an ex-employee of theirs tell me they can’t be trusted They have a name and reputation that they have created on their own this is clearly evident by the people on [redacted] not liking them If you want to know if I'm dishonest and a cheater and liar, by all means contact me [redacted] and I can give you hundreds of charter references on me I do not want my son or the youth in my [redacted] group think they can be dishonest like this and get by with it

In response to a letter we received in regards to complain ID # [redacted], we would like to dispute the complaint.  Customer did have an atv worked on here.  He had someone bring it...he did not come to the shop when it was dropped off.  When the atv was dropped off the winch hook was...

laying up on the rack and we were told the winch did not work but they didn't need it fixed (which we don't work on winches anyway).  We did our repairs and customer came in and paid for repairs and left without taking the atv with him.  Another person came the next day to pick it up.  A week later the customer called and was belligerent on the phone to me demanding that we replace his winch because we tore it up.  I told him we never touched the winch and even verified with the service manager and service tech that the winch had not been messed with.  I also told him that whoever dropped it off told us it didn't work but not to fix it, that he didn't need it.  Customer came in to the business the following day with the guy that dropped it off and picked it up and was argumentative with myself and the service manager in front of a customer that we were assisting at the parts counter.  At no point did any one cuss the customer or call him sm.  He was told we did not mess with his winch repeatedly.  He was very argumentative and loud and we asked him to leave.  He kept arguing and [redacted], the service manager told me to call the police.  I did and [redacted] advised the customer to leave that the police were en route. After we called the police he would take a few steps and stop and argue and go on and [redacted] would tell him to go on and get out of the business and not to come back.  The police came after the customer left and we spoke with the officer and the man that came with the customer...yes that man stayed and spoke with the police on our behalf, about what had transpired and that was the end of it.  This man clearly knew his winch didn't work and wanted to accuse up of tearing up his winch to get a new one.   Office ManagerMountain Suzuki Inc

I have reviewed the response offer made by the business in reference to
complaint ID [redacted], and have determined that this proposed action would not
resolve my complaint.  For your reference, details of the offer I reviewed
appear below.
I totally
disagree with this comments and have responded below in RED.
In response to a letter we received in
regards to complain ID # [redacted], we would like to dispute the complaint.
 Customer did have an atv worked on here.  He had someone bring
it...he did not come to the shop when it was dropped off. I work and yes I did have my uncle named [redacted] bring
the 4 wheeler to the store.  I and my son did however load the 4 wheeler
on my trailer using the winch since the 4 -wheeler would not run so the wince
worked when it left my house and the 3 of us seen it work.    When
the atv was dropped off the winch hook was laying up on the rack and we were
told the winch did not work but they didn't need it fixed (which we don't work
on winches anyway).  We did our repairs and customer came in and paid for
repairs and left without taking the atv with him.  The same person ([redacted]) picked up the wince for me again.  I do
work for a living and they are closed when I get off from work.   Another
person came the next day to pick it up. This is why I
took my [redacted] to the store to talk about this.  When we loaded the 4
wheeler it worked.  A week later the customer called and was
belligerent on the phone to me demanding that we replace his winch because we
tore it up.  It was not a week.  He picked it
up on Friday and I called them on Wednesday when I used it to scrape snow
and noticed the winch not working.    I have yet to ask for my
winch to be replaced.  I keep asking what happened and yes I do want my
winch the way it was when it was dropped off to them.  To begin with how
are you supposed to fix and discuss problems if you don't talk about
it.  I called and asked what happened to my winch and was told to call
back, I called back and then the woman stated that we did not tear it up
and it must have been the guy that dropped it off.  I spoke to [redacted]
and he wanted to go talk to them about it.  I told him we
never touched the winch and even verified with the service manager and service
tech that the winch had not been messed with.  I also told him that
whoever dropped it off told us it didn't work but not to fix it, that he didn't
need it. The winch did work because I used it to load
it in my trailer.  Customer came in to the business the following
day with the guy that dropped it off and picked it up and was argumentative
with myself and the service manager in front of a customer that we were
assisting at the parts counter.  They would not
talk about it and would not even let me talk to the mechanic saying I was not
harassing her staff.    At no point did any one cuss the
customer or call him sm.  I did not say I was
cussed.  He stated to me "sm like you are not welcome in my
store.   Ask [redacted] at [redacted] because he was standing right
beside the man.  He was told we did not mess with his winch
repeatedly.  If they did not mess with it
then how come it worked before it went to the store because I just used it? 
  He was very argumentative and loud and we asked him to leave.
 He kept arguing and [redacted], the service manager told me to call the
police.  I did and [redacted] advised the customer to leave that the police were
en route. After we called the police he would take a few steps and stop and
argue and go on and [redacted] would tell him to go on and get out of the business
and not to come back. The people at this store would not
listen to anything I had to say.    The police came after
the customer left and we spoke with the officer and the man that came with the
customer...yes that man stayed and spoke with the police on our behalf, about
what had transpired and that was the end of it. Ask
[redacted], his number is above... He told me that he told the police that the
winch worked when he dropped it off.  Better yet I can get you the name
and number for the police office and you speak to him directly since I was not
there to hear the conversation.  I'm only going by what I was told. This
man clearly knew his winch didn't work and wanted to accuse up of tearing up
his winch to get a new one.  If I wanted a
new one I would have bought me one.  I worked and paid for that one. 
Nothing I have has been given for me.  I work for a multimillion dollar
agency and can clearly afford a new wince, but what's right is right and wrong
is wrong.  I something of mine is destroyed I want it fixed.  I am
the [redacted] for my [redacted] in [redacted] and how can I teach them to be
honest and not live that life myself.  Ever Since this has happened I have
had multiple people talk to me, message me on [redacted], telling me how they
have been treated there at that store.  I even had the wife of an ex-employee
of theirs tell me they can’t be trusted.  They have a name and reputation
that they have created on their own this is clearly evident by the people on
[redacted] not liking them.  If you want to know if I'm dishonest and a
cheater and liar, by all means contact me [redacted] and I can give
you hundreds of charter references on me.  I do not want my son or the
youth in my [redacted] group think they can be dishonest like this and get by
with it.

Review: I called them and asked if they would work on my ATV because it doesn't run. Took my ATV to them for repair. It would not run correctly and needed a tune up. My ATV would not run enough to get it loaded on the trailer so I used my winch to load the ATV onto my trailer and including myself three people seen it working. The winch worked fine when my uncle took it there for me and including myself there was 3 people that witnessed it working because I just used it. They called and said my ATV was ready so I went and paid them $283.05 and my uncle went back and picked it up for me. I did not use it that day, but a few days later it snowed again so I went and used it to scrape snow from my driveway. When starting it I noticed that my winch cable was out about 3 foot and placed in my basket, which is not the way I left it. I tried to reel it in, but it would not move either way, in or out. I called Mountain Suzuki and spoke to [redacted] and was told to call back so they could talk to the mechanic that worked on it. The lady told me that she did not think they worked on the wench, but she would ask. I called back that evening and she said that they told her it was torn up when it got there and they did not touch it, which it wasn't torn up a few days earlier since I just used it to get it to their store. She said that they was told by my uncle that it was torn up and we knew it and to not do anything to it. I called him and asked and he stated that he did not even talk about the wench and it was working when he dropped it off. We decided the best course of action is to go there together and speak with everyone to get to the bottom of it. I walked into the store and started asking questions. I was again told I they did not tear up my $500.00 winch. I was told to leave the store and [redacted] stated "sm like you was not welcome in his store” [redacted] started yelling that I was accusing them of something they did not do and the funny thing is that it worked for me when I loaded it to take it there and the cable was completely in because I reeled it in myself, with witnesses seeing me do it. I asked to meet with the guy that worked on it and was told by [redacted] that she would not allow me to come there harassing her employees. Funny thing is that was the first time I was there to discuss the wench so how was it harassment. I started raising my voice just like they did. [redacted] started yelling "I'm calling the police" and then said "the police are on their way". I did tell them that I was going to take it to court and let a judge decide and asked for everyone’s names. They refused to give me the mechanics name. I was told by an attorney to try other avenues first, which I am. I left the store and proceeded home where I notified Suzuki's Regional Franchise Manager and filed a formal complaint on their franchise license, in hopes of a resolution. I contacted the Revdex.com of Western Virginia, and spoke to a representative from the local police so they were able to hear my side of the story. My questions are:

1. How am I harassing them with one visit there and am an unhappy customer, which has the right to express my dissatisfaction with their services?

2. How am I "sm that's not welcome in their store" and yet have probably spent 2-3 THOUSAND dollars there over the years and have never had issues till now? How come they think of paying customers as “sm”?

3. How did my winch come there town up when I just used it to load it onto my trailer and myself and two others witnessed it working?

4. How can you come to a peaceful resolution and them calling the police just because I asked how it happened and brought the person they accused to talk it out?

All I know is that my wench worked when I loaded it and took it to the store and now I’m out around $500.00 to get a new one put on.Desired Settlement: I want my wench replaced!

Business

Response:

In response to a letter we received in regards to complain ID # [redacted], we would like to dispute the complaint. Customer did have an atv worked on here. He had someone bring it...he did not come to the shop when it was dropped off. When the atv was dropped off the winch hook was laying up on the rack and we were told the winch did not work but they didn't need it fixed (which we don't work on winches anyway). We did our repairs and customer came in and paid for repairs and left without taking the atv with him. Another person came the next day to pick it up. A week later the customer called and was belligerent on the phone to me demanding that we replace his winch because we tore it up. I told him we never touched the winch and even verified with the service manager and service tech that the winch had not been messed with. I also told him that whoever dropped it off told us it didn't work but not to fix it, that he didn't need it. Customer came in to the business the following day with the guy that dropped it off and picked it up and was argumentative with myself and the service manager in front of a customer that we were assisting at the parts counter. At no point did any one cuss the customer or call him sm. He was told we did not mess with his winch repeatedly. He was very argumentative and loud and we asked him to leave. He kept arguing and [redacted], the service manager told me to call the police. I did and [redacted] advised the customer to leave that the police were en route. After we called the police he would take a few steps and stop and argue and go on and [redacted] would tell him to go on and get out of the business and not to come back. The police came after the customer left and we spoke with the officer and the man that came with the customer...yes that man stayed and spoke with the police on our behalf, about what had transpired and that was the end of it. This man clearly knew his winch didn't work and wanted to accuse up of tearing up his winch to get a new one. Office ManagerMountain Suzuki Inc

Consumer

Response:

I have reviewed the response offer made by the business in reference to

complaint ID [redacted], and have determined that this proposed action would not

resolve my complaint. For your reference, details of the offer I reviewed

appear below.

I totally

disagree with this comments and have responded below in RED.

In response to a letter we received in

regards to complain ID # [redacted], we would like to dispute the complaint.

Customer did have an atv worked on here. He had someone bring

it...he did not come to the shop when it was dropped off. I work and yes I did have my uncle named [redacted] bring

the 4 wheeler to the store. I and my son did however load the 4 wheeler

on my trailer using the winch since the 4 -wheeler would not run so the wince

worked when it left my house and the 3 of us seen it work. When

the atv was dropped off the winch hook was laying up on the rack and we were

told the winch did not work but they didn't need it fixed (which we don't work

on winches anyway). We did our repairs and customer came in and paid for

repairs and left without taking the atv with him. The same person ([redacted]) picked up the wince for me again. I do

work for a living and they are closed when I get off from work. Another

person came the next day to pick it up. This is why I

took my [redacted] to the store to talk about this. When we loaded the 4

wheeler it worked. A week later the customer called and was

belligerent on the phone to me demanding that we replace his winch because we

tore it up. It was not a week. He picked it

up on Friday and I called them on Wednesday when I used it to scrape snow

and noticed the winch not working. I have yet to ask for my

winch to be replaced. I keep asking what happened and yes I do want my

winch the way it was when it was dropped off to them. To begin with how

are you supposed to fix and discuss problems if you don't talk about

it. I called and asked what happened to my winch and was told to call

back, I called back and then the woman stated that we did not tear it up

and it must have been the guy that dropped it off. I spoke to [redacted]

and he wanted to go talk to them about it. I told him we

never touched the winch and even verified with the service manager and service

tech that the winch had not been messed with. I also told him that

whoever dropped it off told us it didn't work but not to fix it, that he didn't

need it. The winch did work because I used it to load

it in my trailer. Customer came in to the business the following

day with the guy that dropped it off and picked it up and was argumentative

with myself and the service manager in front of a customer that we were

assisting at the parts counter. They would not

talk about it and would not even let me talk to the mechanic saying I was not

harassing her staff. At no point did any one cuss the

customer or call him sm. I did not say I was

cussed. He stated to me "sm like you are not welcome in my

store. Ask [redacted] at [redacted] because he was standing right

beside the man. He was told we did not mess with his winch

repeatedly. If they did not mess with it

then how come it worked before it went to the store because I just used it?

He was very argumentative and loud and we asked him to leave.

He kept arguing and [redacted], the service manager told me to call the

police. I did and [redacted] advised the customer to leave that the police were

en route. After we called the police he would take a few steps and stop and

argue and go on and [redacted] would tell him to go on and get out of the business

and not to come back. The people at this store would not

listen to anything I had to say. The police came after

the customer left and we spoke with the officer and the man that came with the

customer...yes that man stayed and spoke with the police on our behalf, about

what had transpired and that was the end of it. Ask

[redacted], his number is above... He told me that he told the police that the

winch worked when he dropped it off. Better yet I can get you the name

and number for the police office and you speak to him directly since I was not

there to hear the conversation. I'm only going by what I was told. This

man clearly knew his winch didn't work and wanted to accuse up of tearing up

his winch to get a new one. If I wanted a

new one I would have bought me one. I worked and paid for that one.

Nothing I have has been given for me. I work for a multimillion dollar

agency and can clearly afford a new wince, but what's right is right and wrong

is wrong. I something of mine is destroyed I want it fixed. I am

the [redacted] for my [redacted] in [redacted] and how can I teach them to be

honest and not live that life myself. Ever Since this has happened I have

had multiple people talk to me, message me on [redacted], telling me how they

have been treated there at that store. I even had the wife of an ex-employee

of theirs tell me they can’t be trusted. They have a name and reputation

that they have created on their own this is clearly evident by the people on

[redacted] not liking them. If you want to know if I'm dishonest and a

cheater and liar, by all means contact me [redacted] and I can give

you hundreds of charter references on me. I do not want my son or the

youth in my [redacted] group think they can be dishonest like this and get by

with it.