On Track Powersports

Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ As the consumer stated [redacted] visited our dealership to purchase a motorcycle in April of After filling out a credit application for credit we submitted him to the lenders we do business withUpon receiving an approval and discussing this option with him he agreed to purchaseAt the time of sale we drew up the docs the lender requires for signature [redacted] signed all docs for the lender as well as DMV, after the docs were signed the lender calls all customers and conducts an interview on the customers personal cell phone to verify loan detailsAt this time [redacted] agreed to any and all loan termsOnly after this interview takes place will the customer be allowed to take delivery, thus giving any consumer the chance to ask any question he or she feels necessaryWe do not have the ability to dictate loan terms or repayment terms they are based solely on the consumers credit worthiness at time of approvalThis loan product was the only option at the time of sale for [redacted] to obtain financingAs for loan documents the customer receives paper copies and the lender emails all loan docs that were electronically signed to customers email address on file which they verify upon verification callWe are sorry that he feels the way he does but pointing the finger at us is in fact not acceptable along with making demands, we don't coerce anyone into signing anything and in fact encourage anyone to read any and all contract paperworkHope this clarifies the situation as it took placeIf any questions do not hesitate to call us Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) LiesI applied for financing over the phone and was then invited to come to the dealership with offersOne was $down and $per monthThe second offer was $down $per monthI brought my to the dealership and was told I didn't qualify for those options even though they had already run my credit as I had provided my social security numberI became upset and was ready to leave when I was offered this down $per month optionThe sales person put me in the phone with a person from the finance department and told me " they will tell you it's a lease but it's not a lease it's a purchase"I reluctantly accepted it as I planned to pay off the bike in one yearmonths later I called to get pay off amount to find out I was put into a year lease and would owe nearly $to pay off a bike that was worth after providing$down payment and making $installmentsWhen I called the dealership to report my displeasure the representatives hung up on me three times in a rowLater the manager called me and tried to make me feel guilty for complaining to the Revdex.com instead of trying to help Final Business Response / [redacted] (4000, 9, 2016/02/27) */ As previously stated the consumer applied for financing and was given options based on lender approvals and guidelinesThe consumer had and agreed to the current contract that is in forceWe do understand the consumers upset but we do not approve loans lenders do solely on credit worthinessWe relay this information back to the consumer for them to make an educated decisionHowever some loan options do not always fit current consumer budgets for down payment requirements and stipulationsTherefore the customer always has the option to decline any and all offers presented [redacted] chose and accepted those termsThe customer also states he had down but only gave us 2000.00, giving more down payment would have lowered his overall obligation to the lenderAS for options all consumers can obtain their own financing through personal financial institutions and are never forced to take options presented at any dealershipIn response to the statement " they will tell you it is a lease not a purchase" is a factHowever a traditional lease has mileage restriction and a turn in dateThis lender calls their program a (closed end)lease because they do not charge tax upfront it is collected monthly in the paymentAt the end of the lease term the consumer has a final payment and they own the vehicle, there is no pre pay penaltyIn closing let us break down some chargesHis sales price was plus tax(charged monthly based off of county of residence), license, documentation and 2yr warranty plus lender interest charges and feesWe are not here to make people upset but in fact to help people who otherwise could not obtain financing for recreational productWe do wish [redacted] the best and would like to consider this matter closed

Final Consumer Response / [redacted] (2000, 9, 2015/11/30) */ As of 11/30/15, I have received a refund as requested, as well as valid license plates and registration, so this complaint can be closed

Initial Business Response /* (1000, 5, 2015/07/24) */
RE: Case *** *** ***
The customer purchased a pre-owned BMW Ssold "AS IS" (proof of this we emailed to the Revdex.com)
Two of our mechanics test rode the bike before the sale and both were satisfied it was working
nominally
It is our company policy to counsel all customers about the need for an extended warranty whenever purchasing a preowned motorcycleOur sales department followed this policy and several times implored the customer to purchase an extended service contract before his "AS IS" purchaseThis warranty would have been honored at any dealership within the United StatesAfter management learned the customer chose to ignore sales guidance with respect to the extended warranty, *** (in management), specifically twice took the customer aside and explained BMW motorcycle parts are very expensive and all machines will breakThe customer absolutely refused to obtain an extended warranty against our best guidance and attempts to convince him otherwise
The customer later brought the bike back and voiced a complaint about the brakesWe replaced two front rotors, front brakes, and rebalanced his rear wheel at his request and at no cost to the customer, even though we were under no legal obligation to do soWe did this in an attempt to "make him happy"
Note we have no way to confirm how hard a customer rides or abuses a motorcycle after it leaves our shopIn this case we simply tried to make the customer happy which in turn backfired and it appears he adopted an entitled mindset
The customer later called again and spoke with *** demanding we pay for further problems with the motorcycleAllegedly he took the unit to Long Beach BMW for repairsAt this point we declined further assistance and the customer responded by publishing a negative Yelp review disparaging our company and staffTo this day he has taken no responsibility for the way he rides his motorcycle and decisions he made to forgo an extended warrantyHad he followed our direction to purchase an extended warranty he would have negated his out of pocket costs to repair his motorcycleIn addition, note his complaint about Long Beach BMW; are all the motorcycle dealerships he interacts with bad?
Like all businesses sometimes we are unable to make a customer happyWhen this happens the purchaser may choose to abuse social media and other venues in an attempt to improperly pressure a dealer for choices he or she madeWe believe this is the case here and we are firm in our stance we went over and beyond a dealership's responsibilities to try to make this customer contentHe has abused our good faith efforts and now we choose to no longer offer further assistance to him
Thank you for the opportunity to share the entire truth about this case
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is un acceptable
They are flat out lying
The bike has never ran right since they delievered thr bike
I never got a chance to test ride the bike let alone hear it idle...pretty fishy
They say there mechanics looked at it aND said it was ok...well why would they admit any wrong doing??? It's in ***s best intrest to try and hide behind a 3rd party warranty
I bought a bike that didn't run right out of the gate and gave then other chances to make it right before bringing it to the OEM BMW ..a true authorized BMW service center
Which on track is not a listed BMW service centerand Im willing to bet that non of his technicians have any BMW certification.nor does his facility does not even have the proper electronic equipment to even read the ECU
So how can they say the bike is good...and try to blame me for my riding style ???
When they delievered the bike
It would not idle..it would stall randomly
Make a knocking sound u could hear and feel through out the bike
The front brakes were trash "only thing Ontrac fixed"
Had the wrong size rear tire
They had chances to make this right
I have witnesses that are will to write a swore statement and testify in court that witnessed the delivery and the funky running and stalling
Long beach BMW helped me...which was not easy
But bike had multiple codes
Metal on metal front brakes
Clutch cable "repaired under factory warranty"
Fuel injector"repaired under factory warranty"
Ignition coil"repaired under factory warranty"
Spark plug"repaired under factory warranty"
I was left to fix the exhaust servo cablesbrand new clutch and rear tire
And without the bike for almost weeks time causing a crazy amount of stress
All from a bike that ***s mechanics said we're ok...lol
Did I mention I have all this documented and in writing from LONG BEACH BMW! !!
Proof!
And *** won't even acknowledge the fact that he got duped by his own employees
The last record I have from BMW states that thr bike needs a new ECU and harness over $
*** was aware of this directly and promised me a phone call back...never did he return the call
Even after calling different times and leaving messages
Theyre mad because I left bad reviews on my buying experience on Yelp ..Facebook and google
It was a attempt to warn other future buyers ...as a consumer it's my right ....SHAME ON ON track powersports for trying to hush me up and sweep this under the rug
This whole experience has cost me A lot of money and even more time I will never get back
I want a resolution..*** has offered nothing nor will he even admit any wrong doing
You looked me in the face before I signed for that BMW ***!!! You promised me I was getting a good bike
You sir are a LIAR! !
If you don't have your word you don't have anything!!!
You couldn't even return a phone call..guess I'm stupid one thinking you wouldn't rip me of!
Final Business Response /* (4000, 10, 2015/07/27) */
In our view this customer has been mixing truth with untruths and repeatedly attempted to bully us in social mediaAnytime a customer does this it is our firm policy to cut all ties and live by the letter of the law
As stated in large writing on the wall of every sales and finance office at our dealership, every customer has the legal right to look at a bike and have their mechanic go through it before purchasingWe even let them use our facility and provide a free service bay and lift for this purposeThis customer had the choice to accept or reject the motorcycle upon deliveryIf he felt it was running poorly he could have rejected the deliveryHe chose not to do thatHad he done that we would have simply addressed his issueThe customer also signed on two different forms that he acknowledged he was purchasing an "AS IS" motorcycleHe also opted to forgo an extended warranty, even though we repeatedly warned him of the risk he was taking
Today he refers to us liars and cowards in a public forum (e.g.: Yelp, Revdex.com, Google and Facebook)He has improperly used social media and slandered us after we attempted to help him, even though we were under no legal obligation to do soHe has mischaracterized our extra assistance, he accuses our staff of lying, and disparages our mechanics with years of experience
As we previously mentioned, we have no way to confirm what a customer does or does not do with a motorcycle once it is in their possessionThe BMW motorcycle he purchased had less than 11,miles on itHe stated BMW has repaired several items under factory warranty and some notThis goes to our advice to always obtain an extended warranty on a pre-owned motorcycle and that BMW's are expensive machines to own and repairFactory warranties do not cover everything, hence our advice to all our customers to again purchase an extended warranty
This customer's social media bullying is nothing more than attempt to pressure our business to do his bidding instead of him merely taking responsibility for his own decisionsMost of our customers are polite and we bend over backwards to help themIf they become aggressive or try to intimidate us in social media, it is our concrete policy to cease helping them

Final Consumer Response /* (2000, 9, 2015/11/30) */
As of 11/30/15, I have received a refund as requested, as well as valid license plates and registration, so this complaint can be closed.

Initial Business Response /* (1000, 5, 2016/02/12) */
As the consumer stated [redacted] visited our dealership to purchase a motorcycle in April of 2015. After filling out a credit application for credit we submitted him to the lenders we do business with. Upon receiving an approval and discussing this...

option with him he agreed to purchase. At the time of sale we drew up the docs the lender requires for signature. [redacted] signed all docs for the lender as well as DMV, after the docs were signed the lender calls all customers and conducts an interview on the customers personal cell phone to verify loan details. At this time [redacted] agreed to any and all loan terms. Only after this interview takes place will the customer be allowed to take delivery, thus giving any consumer the chance to ask any question he or she feels necessary. We do not have the ability to dictate loan terms or repayment terms they are based solely on the consumers credit worthiness at time of approval. This loan product was the only option at the time of sale for [redacted] to obtain financing. As for loan documents the customer receives paper copies and the lender emails all loan docs that were electronically signed to customers email address on file which they verify upon verification call. We are sorry that he feels the way he does but pointing the finger at us is in fact not acceptable along with making demands, we don't coerce anyone into signing anything and in fact encourage anyone to read any and all contract paperwork. Hope this clarifies the situation as it took place. If any questions do not hesitate to call us.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lies. I applied for financing over the phone and was then invited to come to the dealership with 2 offers. One was $2500 down and $150 per month. The second offer was $2000 down $180 per month. I brought my 2500 to the dealership and was told I didn't qualify for those options even though they had already run my credit as I had provided my social security number. I became upset and was ready to leave when I was offered this 2000 down $245 per month option. The sales person put me in the phone with a person from the finance department and told me " they will tell you it's a lease but it's not a lease it's a purchase". I reluctantly accepted it as I planned to pay off the bike in one year. 8 months later I called to get pay off amount to find out I was put into a 5 year lease and would owe nearly $8000 to pay off a bike that was worth 5400 after providing. $2000 down payment and making 8 $245 installments. When I called the dealership to report my displeasure the representatives hung up on me three times in a row. Later the manager called me and tried to make me feel guilty for complaining to the Revdex.com instead of trying to help.
Final Business Response /* (4000, 9, 2016/02/27) */
As previously stated the consumer applied for financing and was given options based on lender approvals and guidelines. The consumer had 2000.00 and agreed to the current contract that is in force. We do understand the consumers upset but we do not approve loans lenders do solely on credit worthiness. We relay this information back to the consumer for them to make an educated decision. However some loan options do not always fit current consumer budgets for down payment requirements and stipulations. Therefore the customer always has the option to decline any and all offers presented. [redacted] chose and accepted those terms. The customer also states he had 2500.00 down but only gave us 2000.00, giving more down payment would have lowered his overall obligation to the lender. AS for options all consumers can obtain their own financing through personal financial institutions and are never forced to take options presented at any dealership. In response to the statement " they will tell you it is a lease not a purchase" is a fact. However a traditional lease has mileage restriction and a turn in date. This lender calls their program a (closed end)lease because they do not charge tax upfront it is collected monthly in the payment. At the end of the lease term the consumer has a final payment and they own the vehicle, there is no pre pay penalty. In closing let us break down some charges. His sales price was 5400.00 plus tax(charged monthly based off of county of residence), license, documentation and 2yr warranty plus lender interest charges and fees. We are not here to make people upset but in fact to help people who otherwise could not obtain financing for recreational product. We do wish [redacted] the best and would like to consider this matter closed.

TO WHOM IT MAY CONCERN We are writing this letter on behalf of the complaint we had received from Mr. [redacted]. On 06-20-2016 Mr. [redacted] had financed a 2008 Harley Davidson from our dealership. At the time of sale we went over all his paperwork explaining his obligation to the lender and repayment...

of the loan he had agreed to. Mr. [redacted] after rushing staff throughout the whole process was ready to go. Our mechanic serviced and rode his unit at this time the unit was ready to be picked up. After 3000 miles Mr. [redacted] called us and yelled at our employees and the senior management. After explaining to him we will not be spoken to this way he calmed down and proceeded to explain his issue. He had stated another dealer said his wheel bearings went bad and it would be 160.00 to replace them. Even though all pre-owned units are sold AS IS we offered to cover half the cost to help him out, this by no means was admission to anything. He agreed to come in the next day and pick up a check. He never showed. We will not be bullied or forced into compensation of any sort. We do our best to help everyone but it seems as when things don't go the way they want they threaten legal action. From this point we consider this matter closed. Please find bill of sale and AS-IS agreement signed by Mr. [redacted]. I hope this clarifies the issue as it took place. Sincerely, On Track Management