Rocky Mountain ATV, Inc.

Thank you for bringing this issue to our attentionI have reviewed the account, and it looks like at the time this order was placed, we informed you it would not fit your machineThe part you ordered is not listed to fit your machine, you were informed it would not fit, and you wanted to order it
anywaysWe placed the order as instructed by you, and you did receive what was orderedSince the item has been destroyed and cannot be resold, we are not able to accept this back from youAs a courtesy, we can offer a $gift certificate which is half of the amount you paid for the item, and we will not need to get this back from youIf that is what you would like to do please let me know and I can get that set upPlease let me know if you have any questions

This situation was handled according to our policy However, I believe this particular customer's situation was unique and should have been handled with better understanding of the customers experience.I have emailed the customer and I am waiting for his response I agreed to refund his
requested amount of $or send him a gift card for $** I am waiting for his response.Thanks,Luke B***, Customer Experience Manager

I have checked on this, and it looks like you were charged on September 1st, and then refunded completely on September 2ndThe refund can take 1-business days to show on your statementI also show we are in contact with our card company to get a reference number for the refund, and will email
that to you as soon as we receive itI apologize for the delay with the refund, and any inconveniences this has caused

Nowhere on the Rocky Mountain ATV website does it state that a customer must work thru the different reward levels to attain the listed reward for the dollar amount spentIt is a clear case of false advertising or bait and switch, the website clearly states spend "x" amount and receive "x" amount reward cashI spent $in one transaction according to your website that makes me a "gold" member and earns me points per dollar spent3x2979=points as per your advertising which in turn equals eight $rewards cards totaling $due to myselfRocky Mountain instead listed a $reward on my accountThey are misleading their customers by offing an enticing reward program to get customers to buy more and then switching for a lesser reward after the sale citing rules that are posted nowhere on their websiteCompletely misleading and false advertisement!
Complaint: ***
I am rejecting this response because:
Sincerely,
Les T***

Thank you for the feedbackI apologize for the frustration and inconvenience this has causedI have called the customer and removed the mark from his account, so orders can be placed through Rocky Mountain ATV/MC or Riders Domain

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing this to our attentionI show that we shipped out a free replacement on order ***, and that was shipped out on 9/The tracking shows it was delivered to you on 9/Can you please check around your house and with neighbors for your package? If you come up empty handed
please contact as and we can contact the carrier to see what happened with the second package, and to get a resolution for you

I believe that MrT*** misunderstood our company’s
Frequent Buyer program; however, he was given correct information on our
website and he could have called in to clarify any questions he may have
had. We do not owe him any additional
Cash Rewards; and, if he is going to go forward with
cancelling his order, he
will lose the $worth of Cash Rewards on his account
This customer had the correct amount of Cash Rewards and
points awarded to him. After this
customer's order was shipped he was awarded with $worth of our company Cash
Rewards. The customer thought that he
should have received $in Cash Rewards.
According to our Frequent Buyer program to have received $worth of
Cash Rewards he would have needed to spend a minimum of $3,600; he spent
$2,979.16. Our Cash Rewards or Frequent
Buyer Reward system is set up to reward customers that shop with us frequently. While online and during his 'check out'
process he was advised of what he would earn, due to his projected purchase, a
total of 5,points equaling $in Cash Rewards (5, $Cash
Rewards). If he misunderstood the
program and thought that this should be different he should have called at that
time, so that one of our specialists could have explained the program/process
to him before he finalized his purchase.
Here is a rough draft of how our Frequent Buyer program
works. For the first $dollars spent
customers earn point for every $spent; then the next $1,spent customers
earn points for every $spent; then the next $1,spent customers earn
points for every $spent; and finally for the next $spent customers earn
points for every $spent. For every
1,points reached the customer qualifies for a $Cash Reward that is valid
to be used with our company. The program
allows a max of 9,points available to be earned, which equal $in Cash
Rewards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have decided to accept the return of the restocking fee, as opposed to the gift card
Sincerely,
Noah W***

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to the secondary request of unblocking me from other motorcycle gear vendors. I am still dissatisfied with my experience at Rocky Mountain ATV, and was disappointed that the response their customer service should have provided prior to filing a complaint was not offered until a complaint was filed. The process of disputing the payment was a laborious waste of time, and they still ship their orders without any insurance, and I will still not be ordering anything from them in the future. I appreciate their response this time
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have done research on this issue, and this is listed to fit the customer's machine if the machine is stock. The customer has an aftermarket item on their machine that makes it bigger than stock, and that is why the cover doesn't fit. When we received this back it was damaged and missing parts....

Unfortunately because of that, we cannot accept the return. We contacted the customer and let him know we cannot accept it, and we have shipped it back to the customer.

Complaint: [redacted]
I am rejecting this response because: the rebate offered originally was an actual $$ rebate, not a "$50 off your next purchase of $300" coupon or a "spend $400 and get $50 off
Sincerely,
[redacted]

Thank you for bringing this to our attention. We have contacted the customer today and worked out a solution. The customer contacted us on Saturday, and we responded back today since we were closed on Sunday. The customer has received compensation for the issue. Please let us know if you need...

anything else, or if there are any other questions.  Thank you,

Complaint: [redacted]
I am rejecting this response because: I feel that the $15 gift card that was offered in response to the complaint on the phone was an insult.  I also feel that no consumer should have to read the return policy prior to purchasing a part.  In regards to the order process, I feel that a part should be designated as non-refundable or non-returnable prior to completing the order.   I still feel that some type of monetary return should be given for the product and not in the form of Rocky Mountain gift cards.  NO warnings are given and NO special packaging is used, therefore the consumer is blamed and has to accept the burden of another purchase or the blame for not having the correct part.
Sincerely,
[redacted]

Thank you for bringing this to our attention. I have checked on this complaint and it looks like we have taken care of the customer. We sent a return label to get the tires back, we will update our inventory, and we also sent the customer a $[redacted] gift card for helping us out, and for the...

inconvenience they experienced.

Thank you for bringing this to our attention. We do list on our website that the prices are in US dollars, and I apologize if that was overlooked. The price you were charged is $585.22 as advertised. Unfortunately we are not able to refund you the difference from what you were charged in Canadian...

dollars, because we do not have any control over the exchange rates. I apologize for any inconvenience or confusion. I will also attach a screen shot of our website where it does state the prices are in US dollars. Please let me know if you have any questions. Thank you,

Thank you for your message. I have checked in to this, and unfortunately with our return policy this is an non-returnable item. That is stated on our website here, https://www.rockymountainatvmc.com/l/Returns. The customer contacted us earlier today and was informed we are not able to accept...

this back. We did offer a gift certificate for the inconvenience, and that offer was rejected by the customer. Unfortunately we are still not able to accept this part back, or refund the customer for this item.

I have checked the order, and it looks like we have sent the correct wheels out to the customer free of charge. The wheels were also sent on Next Day shipping. We have sent a shipping label to get these back from the customer, and found several locations close to the customer to return them to. I...

have checked the tracking on the return labels, and they have been sent back free of charge. We will honor the customer's request of being refunded for one of the wheels due to all of the confusion and inconvenience with this order. We will issue the refund today to their original form of payment.

Thank you for the feedback. I sincerely apologize for the mistake with your order. I see that we sent you a return shipping label, and once we saw the product was being returned, we released the right side replacement to you. I would be more than happy to issue you a $30 Rocky Mountain ATV/MC gift...

card for the trouble with this, and you would be able to use that on any future order with our company. I have emailed that over to you. If you have any other questions or concerns please let me know.