Pines Power Sports Marine

Complaint[redacted] Dealer failed to fix the quad in a reasonable time on the first issue of transmission failure and starter and neutral switch fail to work properly since first work order #[redacted]. Starter has quit working twice now and multiple issues with suspension and switches not working since first service work. [redacted]. I bought quad new in April 2014 expecting to get service and support. Service department refuses to complete work on a reasonable time line and claims they fixed issues when they never have. Desired SettlementFull refund on quad. I was sold the quad on the understanding I would be provided service. I spoke to the one owner ([redacted]) on July 8th about my issues and to this day he still has never called me back or addressed issues Business Response We have no record of [redacted] purchasing a [redacted]. We sold the 2014 [redacted] brand new to [redacted] in April of this year. This is the customer that has had the work orders done as per his warranty period on the machine. The standard warranty on all ** products is 6 months from date of purchase. [redacted] has a work order dated May 7, 2014 that the [redacted] would not go into gear properly. It was diagnosed as having a cracked case and needing to have the transmission removed, disassembled and inspected as to cause. A decision the warranty provider, [redacted], made and asked us to complete. It was determined to have a tooth broken on the main drive shaft causing other internal issues on various parts. An order for replacement parts was input into [redacted] system. As with any part supply it is dependent on the stock at the warehouse. This factor compounds the fact that [redacted] or ourselves have not seen this type of internal failure on the [redacted] transmission. 13 separate parts needed to be sourced and delivered to repair the [redacted]. It took [redacted] 30+ days to supply the needed parts to [redacted]. Not abnormal for an internal failure that needs to be rebuilt rather than simply replacing the transmission which was not available. Mr [redacted] was kept up to date regarding work order process and lack of part supply. Work order was completed June 20, 2014. Machine started, ran and shifted perfect when picked up. Customer paid no money for repair. [redacted] paid [redacted] 848.29 for completing repair. [redacted] brought the machine back July 8, 2014 stating the starter had quit working. It was diagnosed as having a faulty switch that in all probability lead to the starter failure. Both were replaced. Work order completed July 17, 2014. Customer paid no money. [redacted] paid [redacted] 238.09 for the repairs. [redacted] To be clear regarding Mr [redacted]'s "Desired Resolution" as stated on your paperwork [redacted] will not be refunding any monies on the [redacted] purchase of the 2014 [redacted]. They may contact [redacted] if they so choose to further the request for a refund from them directly. [redacted]

I bought a 2013 Demo [redacted] from Pines Service Marine on Nov 7 2014. I was told the unit was completely gone threw and serviced. Including a new belt installed prior to me agreeing to the sale. Due to weather and snow I was not able to ride the unit until Dec 26 2014. After I rode it I decided to make some changes to the clutching to match my riding style better. Apon removal of the clutch housing I discovered that the clutch was completely covered in dried up muddy water. And there was not a new belt installed. Since I knew this could not of happened when I rode it since it was below zero and 1 foot of snow no mud. At this point I contacted Pine Service and told them what I had found including sending pictures. He [redacted] simply replied with a few words that he was not going to help me. I then replied again to give him another chance to do something and waited over a week for a response. After I got no response I [redacted] sent an email [redacted]. Pines then replied that I needed to go threw their lawyers going forward. Once I had time to start the clean up of the clutches on the unit things got worse. I discovered that the primary clutch had gotten so hot at some point that it spun on the shaft. Damaging both the shaft and clutch. This will cost thousands to fix properly. I sent Pines another email [redacted] Again I have had no response. [redacted]Desired SettlementI would like a new QSC clutch . I will install myself. I would also like a refund for the cost to fix the damaged shaft. I will have it fixed at another dealer [redacted] Business Response As stated by Mr [redacted] he purchased and had the [redacted] in his possession for 7 weeks before he claims to have used the machine. The machine sold to Mr [redacted] was a demo machine and was used up until he purchased it with no performance loss. 7 weeks later there is a mechanical problem. I do not feel PinesPSM is responsible for mechanical issues almost 2 months after sale date. The machine was in Mr [redacted]'s possession during that time. PinesPSM will not be supplying any parts or paying any repair for Mr [redacted].Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I rode the unit for the first time on Dec 26 2014. It was minus 12 deg c that day and a foot of snow. Even when I bought the unit it was below zero and we had snow. I work away and on shift work so I wasn't able to work on the clutches until Jan 16 2015. It was then I found the issues with muddy water that had been in the clutch housing. [redacted]. So if their defence is it was too much time and I did the damage then I cannot prove it otherwise. [redacted] Even if I loaded the machine up drove ten hours to nearest mud hole and drove it long and hard enough to heat the clutches with water and mud enough for it to spin on the shaft it still does not explain why the clutch housing could be of been leaking so bad if the machine was gone threw before they sold it to me. [redacted]. They have my $25000 dollars and I have a machine that requires thousands in work. Final Business Response Please see previous comments from March 16, 2015.