Paulson's Inc

Please see attached regarding [redacted].[redacted] purchased a Used 2013 Kawasaki Teryx 750 from us on 1/3/17. He brought it back on 2/8/17 (repair order # 38129) complaining that it wasn’t performing properly. This unit is under a factory warranty until 7/25/2018 so in conjunction with Kawasaki’s...

service tech, we have diagnosed the problem and we are in the process of repairing the unit.These are the notes from the mechanic as they go forward:Complaint: DIES THEN HARD TO RESTART/ FRONT RIGHT WHEEL ALIGNMENT/ IDLES HIGHMechanic Notes: SEEMS TO BE STARTING, IDLING, AND RUNNING FINE HERE/ REPLACED SPARK PLUGS/ RADIATOR HOSE WAS PATCHED, REPLACED/ WHEEL ALIGNMENT IS FINE, LOOKS LIKE IT WAS OUT OF ALIGNMENT PREVIOUSLY CAUSING FR TIRE TO WEAR UNEVENComplaint:  No 4WD LOCKUPMechanics Notes:  TESTS POINTED TO BAD ECU, REPLACED, STILL DOESNT WORK, TOOK BACK OUT/ REMOVED ACTUATOR, IT IS FRIED, REPLACED/ 4WD NOW WORKS BUT NO DIFF LOCK/ REINSTALLED NEW ECU, DIFF LOCK WORKED MAYBE 5 TIMES THEN ACTUATOR QUIT MOVING TO DIFF LOCK POSITION/ REPLACED HARNESS, NO CHANGE/ REPLACED ECU WITH ANOTHER NEW ONE, DIFF LOCK WORKS NOW BUT ONLY CLICKS IN ABOUT HALF THE TIMEComplaint: Parking brake light not workingMechanics notes: SWITCH NOT WORKING, GROUNDING THE WIRE TURNS THE LIGHT ONREPLACED AND WORKS FINE Complaint: Front differential is working intermittently Mechanics notes:  KAWASAKI SAID TO REPLACE ENTIRE FRONT DIFF ASSEMBLY  This is where we are currently. The front differential unit is being built by Kawasaki in Japan and will be shipped as soon as it is completed. When we get it we will install it and go test it. This should take care of the problem for the [redacted]. Often when dealing with an electrical problem it is a series of diagnoses and repairs, sometimes when an electrical item is replaced it triggers or causes a fault in another electrical item. In this case it was an ECU, then an ACTUATOR, then a WIRING HARNESS, and another ECU, now a COMPLETE FRONT DIFFERENTIAL UNIT. This is especially frustrating when there is NO warranty. Since this is under warranty Kawasaki has allowed us every available method to repair the unit including 2) $796.10 ECU’s (Electronic Control Unit) When all said and done this will be more than a $6500 warranty repair paid for by Kawasaki.We can certainly sympathize with the [redacted] not being able to use the used Kawasaki they purchased on 1/3/17. It hasn’t been here 68 days as stated by Mr. [redacted], it has been here since 2/8/17. Anytime they cant use it is certainly it is an inconvenience. When we got to the point that we had replaced everything related to the problem except the front differential we offered to install the defective differential so they could use it while the part was being made but Mr. [redacted] declined.We are doing everything we can to get the [redacted] Teryx working correctly for them. When we order parts it has been overnight shipping at our expense. The latest part we needed is the complete front differential unit. This is a part that is made to order in Japan. Kawasaki estimated 2-3 weeks to build it plus shipping from Japan. It looks like it will take 4+ weeks. The day we get it we plan to begin installing it the same day.We have also offered to make one month’s minimum payment on the [redacted] loan. I have asked [redacted] to bring in her loan statement so we could make a payment but she hasn’t done so.  We have also mounted free of charge 4 tires for [redacted]. This was a $211 value.The [redacted] have inquired about trading it for another unit. We have offered to give them the FULL purchase price back towards a different unit but we don’t have anything in the exact price range. They are unable to spend more money at this time.As you can see we are doing everything in our power possible to get the unit repaired and back on the trail. As far as the [redacted] statement “I bought a used 2013 Kawasaki Teryx 4 with the understanding that it has been fully gone through and in perfect mechanical order I bought it on January 2nd and had to send it back in on January 26th as of today it has been in there shop for 68 days in the condition that the Kawasaki was sold should have been a lot cheaper than then I paid for it they are not willing to help they say we have to keep waiting on parts if it was sold in the condition it was advertised it wouldn't be in there being completely rebuilt” The Kawasaki they bought was purchased for $1283 BELOW NADA value and we have used “Overnight Shipping” at our expense thus far for the parts we have ordered. We can’t control how long Kawasaki takes to build the new differential that is going to be shipped from Japan but to say I am not willing to help is ridiculous. The [redacted] got a good value on the used 2013 Kawasaki Teryx4, we are very sorry for the problems it has had as you can see we are doing everything possible to get their unit fixes and we have offered to make a payment for them AND we have mounted a set of 4 tires at no charge for them. We have gone above and beyond to give them good service and are doing everything we can.We have no intention to give the [redacted] $3000Sincerely,  Chris P[redacted]

Complaint: [redacted]
I am rejecting this response because: when my family and I went into paulsons we were very excited first time buying a toy of this magnitude we were guaranteed that this thing would last a long time Not only was that a lie but every time we go in we get walked past ignored or just told to wait yes they may have sold it $1,200 under Blue Book but that value is 4 a perfect running driving vehicle with no problems I believe we overpaid for what we got we got a Kawasaki UTV with a lot of problems I did not ask for them to mount and balance my tires that was an offer from Chris on his own we had full intentions of buying a new one as soon as this one was paid off from them after this experience I don't think all ever buy anything from them as far as then willing to give me full purchase price is not true  they wanted to give me $9,999 on a trade in and when I told them it was not possible they said well you're just going to have to wait when my wife called  and talk to Chris she asked if they can make payments on the UTV until we get it back which I thought was fair he offered to give us $250 in-store credit or he would take 250 out of his own pocket to pay one of our payments if we brought in all of our bank information with the loan paperwork which we thought was unfair for him to take 250 out of his own pocket the company  sold me a vehicle that they did not fully check out the condition of the UTV  was not at the price level they sold it at they also never offered to put it back together to where we could use it in the meantime when we are in the back talking to the mechanic he said it really didn't matter to him how long it was here because Kawasaki pays them and they get paid either way and that we shouldn't be upset because it's not costing you anything. I would appreciate something to make up for the inconvenience. 
Sincerely,
[redacted]