Protection Plus Retailer

Mr*** purchased four ATV tires from our Deer Park, WA location on May 17th, The price including the tires, installation, and sales tax was $These tires were a special order item and ordered with Mr*** authorizationHe was aware of the size, style, and price of the tiresThe
tires were installed on Mr*** unitAnd the unit was ran with the tires for over monthsAs clearly posted in our showroom, special order items are non-refundableAs well as any item that has been installed on a unit and usedThis is our policy and has been for nearly years We received no communication from Mr*** regarding the tires until 8/29/Which is nearly three and a half months laterAnd at that time Mr*** simply came in with the tires unmounted, without the unit, and abruptly sprawled them out in our showroom in front of other customersAt the time we could immediately see the tires had extensive use and wearAnd informed Mr*** that the tires were used and any exchange, return, or refund considerations would have to be authorized by the ownerAs it would be operating outside of our posted policy As a courtesy to retain Mr*** patronageWe extended the offer to exchange the tires for a different style and sizeBut we would have to charge a pro-rate/mount fee due to the condition of the now used tiresFor this we would mount the new tires on his unit and keep the old ones to sell as used to help offset our costs incurredThis fee was $per tire plus sales tax bringing the total to $Mr*** was in agreement with this and we started the process in motion However, when the new tires arrived and the time came to do the exchangeMr*** suddenly did not want to pay the fee of $It was reiterated to him that these were the terms of the deal and we would be unable to move forward unless the fee was paidMr*** became agitated and stated he would need to go home and check on the prorate and get back to usHe then left and did not returnWe have not heard from Mr*** sinceOther than leaving multiple slanderous, misleading, and reviews on the internet It is very important to note that in the over days time between Mr*** purchasing these tiresAnd when he attempted to return them the aforementioned unit was sold by himWe strongly suspect that Mr*** is simply trying to leverage us for his own additional profit by trying to now return these tires. Since he no longer owns the unit For these reasons, our resolution remains the sameAs we have already offered to exceed the parameters of our posted return policyWe believe we have offered a fair resolution for Mr***We will exchange the used tires when Mr*** pays the fee of $Otherwise, we will not be issuing any refund and Mr*** needs to come in and remove his used tires from our dealership at his earliest convenience.

Review: Complaint 1. I presented a personal check for an ATV, in the amount of $11,200, to Protection Plus LLC, on Friday, 16 August. The ATV was in stock, but several items had to be ordered. I was told the plow was "in the warehouse in Spokane, the items would be installed the following day, Saturday, 17 August and be delivered to my house in Republic, WA". I was also told that "if by chance, the items didn't arrive on Saturday, they would most certainly arrive on Monday 19 August and I would have delivery on Wednesday, 21 Aug. On Wednesday, I stopped by the store and was told the items were "on the truck", that, "they would be installed and delivered the following Saturday. On Friday, 23 August, I stopped by the store and was told, "it's on the truck". On Wednesday, 28 August, the items were still "on the truck". I called the business owner and told him that "he'd had my $11,200 for two weeks and that I was canceling the sale", that I wanted my money returned. He told me that he would check with his bookkeeper. it is now 5 September, I have not heard from the business owner nor has he returned my money. Complaint 2. On Friday, 16 August, on my initial contact with the business [redacted], their sales person said, "If you pay cash, Protection Plus would write off the sale tax and they would offer more reduced price incentives".I believe that Protection Plus has done this in the past. Somebody in the store corrected [redacted] later and he returned with an apology stating they couldn't "write off" the sales tax now because of a state ATV registry requirement. This is a clear indication that Protection Plus has done this in the past and the business should be audited in accounting practices in the area of past inventory, sales, and state tax records.Truthfully,[redacted]Desired Settlement: Complaint #1: I request a the full refund since the business owner is clearly at fault in this situation, I should not have to pay the sales tax, freight, or a restocking fee.Complaint #2: No settlement requested, please forward to appropriate state tax agency.

I purchased a demo UTV from the above retailer...Fair price.retailer stated that before I took possession of UTV they would service the machine and clean it.when I got it home I detailed it due to the poor cleaning job. at one point I decided to check the air cleaner..not sure I have ever seen one as dirty (not sure if service was actually done).we had also agreed that they would intall a winch and quick release plow but they would have to order the parts.I had to call them nearly every other day.they do not know how to call with updates.I finally took it in for the winch install.my machine was spotless(not a speck of dust) even the employees commented.when I went to pick it up it looked as if they had taken it out mudding.the manager had not even looked at it . I drove out there to get it and then had to leave it so they could detail it for a 3rd time.they did deliver it to my home after that.THEN THE TOPPER!!!! they sold my polaris ATV on consignment.when you purchase from them they charge 10% fee...sounded fair.they asked what I wanted out of the machine and I told them NO LESS than $5100.they sold ATV for $5800 but gave me a check for $5100...if you do the math that is mor than 10%. the check sould have been $5220.he told me that he gave me the amount I wanted for my ATV.we argued about the 10% and finally got the owner involve.the owner stood behand the employee and got angry with me it sounds like they do this all the time.there is WAY more to the story ...however...very shady...will never do business there again. oh ya...the owner did give me the $120 out of his wallet to make it better after 40 minutes.

I have had three diff. jobs done by Protection Plus. A liner in new Ford 250 Truck, detail on truck and applied accessories. Also a modified UTV snow plow fab for my 1953 Willys jeep. I have found them to be straight forward and reliable. I would not hesitate to recommend their services.

Northport WA

I took my two chainsaws to Protection Plus, in Deer Park. I asked to have 5 chains sharpened, clean the machines and let me know if there was anything else that would prevent them for running properly. The owner told me prior to bring them in that he could work on any brand of chainsaw.

I stopped on Tuesday, which was the expected completion day. It was not done.

Wednesday, I received a phone call telling me that I needed a new ignition module. The cost was to be $141.46. On Saturday, I picked up the saws and was told that the bill was $395.53. I protested the amount and was told that parts of my Stihl were scattered all over the workbench.

I had no problem with the $8.99 that was charged for the five chains. It seemed that the three hours labor was excessive. It didn’t appear that the Echo saw was ever cleaned. In my opinion, the chains were poorly sharpened. At $8.99 per chain, the labor should have been included in the $8.99. I paid the bill and left.

I then did my homework to find out what was reasonable and customary. I called three shops located in Spokane and cities located near Spokane. What I found was that one shop charged $110.00 for the ignition module and would charge ½ hour @ $55.00/hour ($35.00)to install it. The second shop would charge approximately $145.00 for the module and ½ hour @ $80.00/hr. ($40.00) for installation. Shop #3 was about $140.00 for the module and ½ hour @ around $68.00 ($35.00) to install it. All three indicated that they would clean the machine while they were installing the module.

The charges from Performance Plus surrounding the Stihl saw were $141.46 and the labor was three hours @ $65.00 per hour. I would not have been upset if one hour of labor had been charged. I asked for a refund of $130.00 because of the homework I had done and found that at least two hours were far beyond reasonable and customary.

My attorney sent them a letter with the above information included. The attorney advised me to give the owner, 30 days and then call him and ask him if he was sending a check. Mr. LeClaire’s response was that he told he gave me a full estimate charges on the phone. All he really said was that the charge for the module was $141.46 and nothing else was discussed. There were signs in the shop indicating that the labor was $65.00 per hour. Based on his competition, one hour should have been reasonable.

I asked Mr. LeClaire if he had read the letter from the attorney and he said he never saw a letter. I had the attorney send him another copy. The owner became angry with me and after an expletive he slammed the phone down.

At this time, has been no further contact between us. Naturally, I will not do any further business with either of the Deer Park and Colville locations

Review: My new commercial Husky mower with 13 hours was way down on power. I called Husky and they said take it to a dealer, so I did. At first they said it was the carburetor, bad gas. Had that repaired but it didn't make any difference. They then found a bent push rod that was installed incorrectly from the factory. They said it would be covered by the warranty. I ended up paying for the unnecessary carburetor and the push rod fix. The dealer couldn't get the factory to pay for it. They never made it right.Desired Settlement: Pay for the unnecessary carburetor fix and the cost of the push rod fix.

Business

Response:

On 7/11/13, Mr. [redacted] contacted us, Protection Plus LLC stating he believed his [redacted] residential(not commercial) [redacted] had bad fuel and he was experiencing run-ability issues. He wanted the bad gas addressed, blades sharpened, and the unit checked over. We immediately scheduled an appointment for pickup. Roundtrip for this pickup was nearly 80 miles. When the unit arrived, the fuel was drained from the mower and it was confirmed that the unit contained bad fuel. Our technician then followed diagnostic protocol and cleaned the carburetor, changed the spark plugs, flushed the fuel tank, and etc. Once these repairs were done, the unit was still running only on one cylinder. At this point, we communicated with Mr. [redacted] and explained the initial repairs had improved run-ability but there was still an internal issue. We were then given authorization to look into the engine. Mr. [redacted] also explained to us that he purchased his unit from an online retailer and he was curious what the warranty would cover in this particular situation. We explained to him that unless the internal issue was caused by a factory defect that it would not be covered. And since the unit had inferior fuel it was highly unlikely that the manufacturer would cover these repairs. He understood and told us to go ahead and diagnose the internal issue. Shortly thereafter our tech found the bent push rod. This failure was a direct result of the bad fuel Mr. [redacted] used in his Zero-Turn mower. Per our standard procedure we contacted [redacted] and explained to them our technicians findings. They immediately told us that due to the poor fuel quality that the engine was exposed to, they would not cover any repairs. We again reached out to Mr. [redacted] and thoroughly explained the situation. He was given resources to contact [redacted] directly as well as [redacted]. Also, we encouraged him to speak with the online company he purchased the unit from. At no point was Mr. [redacted] told his unit would be covered under warranty. At this junction, Mr. [redacted] understood the predicament he had created with the poor quality fuel. We were given the go ahead for the repairs, the bill was paid, and the unit was delivered in good running order. The delivery for this unit was an additional 80 miles, bringing the total mileage for pickup and delivery to 160 miles. After the repairs we did speak with Mr. [redacted] on multiple occasions. He expressed he was displeased with [redacted] and [redacted] but not with us. We explained to him he could continue to contact them but advised him that his efforts would most likely not be rewarded. I attached pages 1 and 2 of the Limited Warranty that is included with the [redacted] manual that he should have received with his mower. It clearly spells out that use of stale fuel or poor grade fuel, in section 8 bullet points (g) and (m), could cause major engine damage and would NOT be covered. It also states [redacted]'s Limited warranty does NOT cover engines, transmissions, and certain other components. Because these components are NOT manufactured by [redacted]. All claims regarding these parts must be submitted to the appropriate manufacturer. This is why in Mr. [redacted]'s case [redacted] was involved. [redacted] manufactured the engine in his [redacted]. And if there was a valid warranty issue they would be responsible. In Mr. [redacted]'s situation the fuel quality found in the unit, compromised the engine. Giving the manufacturer the right not cover any repairs. You will notice, I also attached his Work Order which outlines exactly what the unit was brought in for as well as what he was charged for. While we do recognize that Mr. [redacted]'s situation is unfortunate, there is nothing more we can do. We appreciate his business and are disappointed he is unsatisfied. But we have made every effort to accommodate Mr. [redacted] including concessions in the bill. He was not charged for flushing the fuel tank and he received a discounted pickup and delivery fee. These savings are in excess of $300. Mr. [redacted] was communicated with throughout the repair. And any claim against us is misguided and should be removed. The repairs on Mr. [redacted]'s mower were necessary and authorized. If he is displeased with his warranty coverage he should lodge a formal complaint with [redacted] Engines. We have not only done our job but have went above and beyond. Mr. [redacted] is a valued customer here. And we had not heard from him in quite some time. Our conversations ended on good terms so we were surprised to receive notification of this complaint.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The mower in question had only 13 hours on the clock. The fuel in question was used until last fall. The repair place assumed the problem was bad fuel and therefore, did the unneeded carburetor repair. The unit started fine but didn't have the power it had last season. If the carburetor was at fault why did it run at all? They continued to tell me it was a factory problem and was covered by the 3 year warranty. After multiple contacts to the seller, Husky, and the repair place, no one would stand by the warranty. How does old gas and a plugged carburetor bend a pushrod that was installed incorrectly by the factory, according to the repair shop. Some of what they said is accurate, most is fabrication. They told me the pushrod problem was obviously a factory problem and would be covered. They couldn't get the [redacted] Co. to pay for the service because they are not a [redacted] dealer and therefore, [redacted] wouldn't stand behind it. If they had told me they couldn't fix it under warranty, I would have found a [redacted] authorized dealer to fix it. I was never told of this until after the fact. They tried hounding [redacted] but I had to eat the bill. Obviously the problem wasn't the carburetor because fixing it accomplished nothing. The problem was the bent pushrod all along. Ask to see the fuel analysis. The mower had 13 hours on it.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,