Rocky Mountain ATV, Inc.

To Whom It May Concern:Thank you for this information. We spoke with our warranty department about this issue, and the customer will have his seat refurbished and sent back to them. We have been in constant contact with the customer and the manufacture to ensure this issue is getting...

resolved.

Complaint: [redacted]
I am rejecting this response because:
Company sold me defective product and tried to disguise damaged product by using a tire sealant "ride on" that they sell.  Representative said that liquid leaking from my tire was a mounting liquid called "slip Tac" Per Slip tac's website, "leaves no residue" and is a blue product.  This clearly was not a mounting liquid which dries and is blue. "Ride On" is a yellow substance that stays tacky.  I also am rejecting this offer because I paid $[redacted] for the tire and wheel combo. How can refund me only $[redacted] ? That means they are charging me $[redacted] AND THEY KEEP THE SET?  They are basically charging me $[redacted] a minute ($[redacted]/5) to rent their defective product. Set was used for literally less than 5 minutes and I had immediate failure that was NOT due to trail hazard. Defective damaged product.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Once again Rocky Mountains response does nothing to truly address the problem at hand, they are still offering less than what is advertised on their website. It's really beginning to sound like a broken record sorry we false advertised our rewards program, here is why we did it  although those rules are not published anywhere, and here is your less than advertised reward, now shut up and take what we give.  Additionally their response offers nothing to resolve the misleading rewards program listed on their website to keep this from happening to other customers.
Les T[redacted]

Thank you for bringing this to our attention. I have reviewed the order, and we have determined the tire was not defective. Since the issue was caused by a trail hazard, we cannot cover this under warranty. To help the customer out the best we could, we did issue a partial refund of $[redacted]. We have...

also offered to sale the customer a new set of tires at our cost, and have sent him an additional $** Rocky Mountain ATV/MC gift card for the inconvenience. Unfortunately because this is not a manufacture defect, we are unable to reimburse the full amount.

To Whom It May Concern:
Thank you for bringing this issue to our attention. We have been in constant contact with the customer, and have offered them the solution of a $50 gift card as reimbursement for the rebate offer.

On 8/26/15 Mr. Craig K[redacted] called in to inform us that he
did not receive the Gold Series Pipe (Product # 1087110047) as
ordered/purchased.  He mentioned that
other order item was received.  He stated
that there wasn’t any damage to the box and that it looked to be in...

good
condition.  My employee filed a Cycle
Count request – to check inventory and placed a replacement order on hold.
On 8/27/15 Mr. Craig K[redacted] called back in and was asked to
send pictures of the box in to us.    We called the customer again, later that day
and left a voicemail checking to see if he had sent in any pictures yet.  No pictures have been received.
On 9/1/15 a Revdex.com compliant was received and the order was
reviewed by management.  The Cycle Count
came back correct – showing that the product was taken out of inventory and
shipped.  However, it was determined that
without seeing the pictures of the box, that there was no way to truly
determine what took place for this customer. 
I have refunded the customer’s credit card ending in [redacted], $224.99.
If there are any additional questions or concerns please let
me know.
Thank you.
Luke B[redacted], Customer Experience Manager

We appreciate your feedback and I am sorry you feel this way. We take complete responsibility for the mistake with your original order. I show that you called in on the 6th to report the issue with your side cases, and that the correct replacement case was shipped out to you on the 7th. It looks like it delivered to you on the 8th. As far as the inconvenience with returning the incorrect case, I sincerely apologize. I do see that we sent you a return shipping label to cover the return, however I am sorry that you had to drive out of your way to get that returned. In the future we should be able to come up with a solution for the return so that you don't have to drive that far out of your way to return product for a Rocky Mountain ATV/MC mistake, and I am sorry that was not offered to you originally. I see the entire situation has been taken care of, and that you received the correct side case to your door two days after you informed us you received the incorrect side. I will still keep the gift card on your account for the inconvenience and frustration this has caused. You can use it at any time. If you choose not to use it that is completely fine, and is your choice, but we would still like you to have that as compensation for the mistake on our end. Let me know if you have any questions.

Complaint: [redacted]
I am rejecting this response because:  The rear roll bar is standard equipment on the 2010 Polaris rzr S and IS NOT aftermarket equipment as the company now claims. This is precisely the question I asked the salesman Tanner before purchase. The product had to be fully assembled before determining the fitment issue, now it is my fault that it appears used? not acceptable!  The product was boxed up in the original carton it came in and shipped back timely with the companies own shipping label and transit method. Any damage that occurred during shipping should not be my responsibility either. I received the product already missing some fasteners and shipped back some of my own that I needed to assemble the product. 
Sincerely,
[redacted]

Thank you for the response. I apologize for the delay in our reply. If you would like to send this back to us, we can issue a refund of $146.17 back to your original form of payment, and we can also send you a $20 gift card for the inconvenience this has caused. Unfortunately because the item is not in new condition we are unable to refund the full amount. Please let me know how you would like to proceed. Thank you,

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 apologize for the frustration with this. It is our return policy that we cannot accept OEM electrical items back. We made an exception to that policy for you, and allowed you to return the products. When the return was initially created, it was stated that the products were in new condition. When...

we received them back, the "PEDAL-ELECTRONIC THROTTLE" had mounting marks and was damaged. We have no documentation stating this was damaged upon arrival, and when the return was set up it was stated the products were in new condition. We are not able to sell damaged products to customers so because of that, we are not able to accept damaged items back for returns. I see that you spoke with a supervisor last night, and we will be sending that item back to you. Again, I apologize for any frustration with this. We will refund you for the second item you returned, and we will send this damaged product back to you. Please let me know if you have any questions. Thank you,

Thank you for bringing this to our attention. It looks like we needed more information from the customer before we could ship the order. The order was processed on 2/1/17 and has been shipped. It is in transit to the customer now, and is estimated to arrive tomorrow. Please let me know if there is...

anything else I can help with.

Again, I apologize that the customer felt
like we were misleading.  This is meant to be an opportunity for our
company to go above and beyond by offering our Frequent Buyer program.  I
don't know of any other competitor that does anything even remotely similar.
 For spending $2,979.16 we freely issued the customer $250 of Cash Rewards. 
Our web-site clearly states how/where a
customer can find out how many points they have been awarded.  This information is also provided prior to ‘check
out’.  However, due to the extra time
that this customer has spent dealing with this, I am going to email him a $50
gift card, to the email address we have on his account.
Thanks.Luke B[redacted], Call Center Manager

The customer did return both tires and wheels. We called the customer and negotiated a refund of $[redacted]. They will also keep the $** Rocky Mountain ATV/MC gift card for future purchases with our company. The issue should be resolved. Thank you,