They sold me a atv with a manufacturer recall of possible injury or even death on faulty transmission shifter that wasn't repaired before sale on 5/20/They are in breach of contract under consumer protection actIt's the dealers responsibility to either refund my money or replace atvThey have had my atv for weeks and manufacturer has backordered recall parts since 1/
I can do nothing but apologize to our customer for the lack of customer service he has received His order was held up due to one of the parts in his order not received from the Manufacturer We have since shipped the remaining order via FedEx with the tracking number of [redacted] It is scheduled for delivery on 6/2/ As far as the other part of the shipment, we have since learned that the part was for a small engine and we are not an authorized dealer for small engines (lawnmowers, outboard motors, etc) for [redacted] We are a large powersports and watercraft provider for [redacted] However, their catalogs do not classify the divisions separately The online catalog is all inclusive I have since refunded $to the customer's credit card for the parts we are unable to provide.Again, please accept our sincere apologies for the delay and lack of correspondence to update the customer[redacted] ***Office ManagerPowersportsWarehouse.com
Mr***'s package was delivered via *** on May 2, and left on the front porch at 1:pm local time Due to the thousands of parts available to our customers for the various manufacturers we support, some parts are invariably out of stock and must be obtained from the manufacturer
That sometimes takes a few extra days before the complete shipment is sent out This is to save extra shipping charges for the customer We apologize for the delay in shipping, but customer satisfaction is important to us and making sure that a customer's shipment is complete and accurate before shipping is our goal.We thank Mr*** for shopping with us and sincerely hope he will give us another chance to make him a satisfied customer. Performance Powersports/PowersportsWarehouse
When we found out the wrong part had been ordered we stopped the delivery and instructed our carrier to return it to us We have been in contact with Mr*** and are obtaining the correct part (rotor,sensor) and shipping the speed sensor out today He should receive a tracking number
once the package is scanned into the FedEx system.We appreciate Mr***'s patience in getting his order corrected *** *** is his contact here and if he needs further information, he can contact *** or call me direct at 864-***.*** ***Office Manager***powersportswarehouse.com
MrB*** is mistaken MrB*** placed an order through our online parts website on August 15, As you will note from the attached transaction search through our online merchant services provider, only two attempts were made to place and pay for an order with us We have
fraud prevention methods in place on this website due to previous transactions that we have been charged back for that were fraudulent The order limit was placed at $to alert us to large orders so that they may be reviewed and either allowed or cancelled/voided at our discretion MrB***'s attempts exceeded the dollar amount set in our fraud settings and so it was reviewed and the first transaction attempt was approved and the second was voided MrB*** had ordered from us before so we approved the purchase.We received $1,on Aug 15, and processed the order MrB*** has requested through you that his order be cancelled and we have done so this morning He should receive an email stating as such shortly.Since we only processed one order at the $1,figure, only one can be cancelled and refunded The search transaction report attached is highlighted as to name and a three year search period so that you may see that he has made only two attempts in to order from us and not the number his complaint states We will not be refunding $5,to MrB*** because we have not received that figure We take our fraud prevention seriously and as such sometimes orders have to be reviewed before processing This is for the customer's protection as well as ours Regards,J*** P*** ***, PowersportsWarehouse.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** H***
We are aware that the recall part is on national back order with C(Bombardier Recreational Products) and not currently available. As soon as the part becomes available and is shipped to us we will get this installed for MrH***. Like most businesses, we want our customers happy and especially in this case as MrHa*** has purchased several units from us dating back to 2013. J*** P***Office Manager
***, it appears my saga has endedMy last credit showed up in my account this morningNot much left to say that hasn't already been saidThank you for your help, it's a shame people like this are aloud to stay in businessAll the best to you, *** ***
Customer's package was delivered via FedEx on 5/15/at 12:03pm The tracking number is *** We also refunded the backordered parts on 5/13/for $ We sincerely apologize for the delay in shipping.*** ***Office Manager
K***, I was contacted today by BRP which is can- am companyThey want me to send them a copy of my bill of saleThey are saying I'm not the owner of said can- am defender hdThis was supposed to be corrected by performance power sportsPerformance has messed up paperwork and this is part of
the original complaint I hadShould I send them a copy? If you could contact me at (864) ***- *** I could explain this mess better
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint First of Mr M*** when I brought my utv to your dealership for repair the service rep said y'all have had a lot of issues with defender hdM*** S*** talked me into this utv because he said performance had no issues with defender hdWhich is clearly not trueI tried many times calling service department for updates on utv repairThey never answered phone or returned messageFinally called M*** S*** and got him to talk to T** and he returned call saying parts for repair ordered should be in by end of weekI then called at week only to find out that parts for transmission won't be in until 11/23/I then returned on 11/24/to find out that parts were still on order which was being told this was main shaft for transmission and it would be 12/19/I told them this was unacceptable and if BRP could not make a shaft for transmission in weeks they should replace transmissionThis is when I learned from service they had actually repaired transmission under warranty already and was actually waiting on shifter that's on recallI was lied to for weeks by your staff.I asked to trade utv for another but was told I could notI asked them to release my utv which J*** said not without signing release form relinquishing performance of any obligation to recallI said no because BRP recall said take to nearest dealer for repairI was told to contact BRP myself if I wasn't happy so I did only to find out that I wasn't the owner of said can - am utv and they would not release any information to meBRP said contact your dealership and tell them to straighten out paperwork problem if I was truly the ownerI did and was told by J*** it wasn't a problemI ended up having to send BRP my contract and Bill of sale to get fixedMr M*** it's kinda hard to take utv to another dealer for repair sir when you would not release itMr M*** you said in your last statement the customer is all that matters and you welcomed me warmly and talked to me and my fatherWell sir if you call telling me that T** has some paperwork for me taking time to make sure I'm happyYou did talk to my father but he didn't purchase the utv I did I'm the customer sirI do appreciate you getting involved and helping get utv repaired but you don't have to worry about me filing anymore complaints against you or your dealershipI will not purchase anything else from you or do I recommend anyone else purchase anything from you or your dealershipSincerely James Hancox
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** H***
They sold me a atv with a manufacturer recall of possible injury or even death on faulty transmission shifter that wasn't repaired before sale on 5/20/2017. They are in breach of contract under consumer protection act. It's the dealers responsibility to either refund my money or replace atv. They have had my atv for 6 weeks and manufacturer has backordered recall parts since 1/2017.
Mr. [redacted]'s package was delivered via [redacted] on May 3, 2017 at 10:47am and left at the front door. Our shipping manager spoke with Mr. [redacted] on May 2 at 9:52am and addressed his concerns. Mr. [redacted] indicated his satisfaction with our response at that time.Shipping delays occur for various...
reasons, however, we strive to communicate with our customers when there are excessive delays due to part availability, back orders, or weather conditions that could delay delivery. Customer satisfaction is our ultimate goal and we make a concerted effort to give our customers a great shopping experience.We apologize again for the delay and hope Mr. [redacted] will give us another opportunity to earn his business.
I can do nothing but apologize to our customer for the lack of customer service he has received. His order was held up due to one of the parts in his order not received from the Manufacturer. We have since shipped the remaining order via FedEx with the tracking number of [redacted]....
It is scheduled for delivery on 6/2/15. As far as the other part of the shipment, we have since learned that the part was for a small engine and we are not an authorized dealer for small engines (lawnmowers, outboard motors, etc) for [redacted]. We are a large powersports and watercraft provider for [redacted]. However, their catalogs do not classify the divisions separately. The online catalog is all inclusive. I have since refunded $26.52 to the customer's credit card for the parts we are unable to provide.Again, please accept our sincere apologies for the delay and lack of correspondence to update the customer.[redacted]Office ManagerPowersportsWarehouse.com
K[redacted],]Mr. H[redacted] UTV has been repaired and returned to him.As you know we are a licensed dealer for several well known powersports brands doing business in Oconee County, SC.The primary brands we sell and service are Yamaha, Kawasaki, Polaris, CanAm, KTM,Vespa, Kymco, Dixie Chopper / Jacobsen. These OEM's have done business in USA for many years - some celebrating over 50 continuous years. In the case of Polaris and Textron they are publicly traded USA stock companies but all of these companies are consumer driven compliant organizations. Even the Japanese companies listed above have a USA manufacturing footprint (Kawasaki in Nebraska and Yamaha in Georgia); indicating a large commitment to this marketplace.As I said above we are a dealer licensed to retail their products - we are not a distributor, manufacturer or importer of any product.The product liability and the consumer warranty rests squarely with the OEM - as a dealer have a opportunity to service the products they distribute. As an authorized repair facility we are still an independent business able to set our own hours of operation and determine the staffing level that make sense. Most of the products we sell have a seasonal sales component to them and as a result we see spikes in demand for service, however we can not use temporary help to meet peak demand because of the technical knowledge required to perform repair/service procedures. The scenario described above is inherent to our business so we often work longer hours in an attempt to alleviate this stress.Sometimes we find that a particular model has a "recall" In most cases the OEM is complying with some federal guideline for parts failure incident count. When this happens then the OEM has to determine the part failure and everything surrounding that; in some cases the OEM seeks a new supplier or re-engineers a part to be produced by the same supplier. This happens in the auto business and the babystroller business - it just happens in business today - especially in a kanban flexible manufacturing environment - just in time supplier operations.When there is a part failure - in some case there has to be a design change - in other cases there has to be a supplier change but in both cases there is usually a delay in getting parts for the repair - quality control dictates this. The parts that aren't available go on "National Back Order" waiting for the supply to be readied, approved, and distributed. As a dealer we are in a hold pattern and usually the rules for ordering are (1) by vehicle identification number and (2) the vehicle has to be at the dealership. Recall parts and repairs do not cost the customer any money, warranty repair doesn't cost the customer any money - but both of these are an inconvenience and the customer is correct - they didn't buy it for it to fail.In the end, a part has to be available and then the repair has to go into the scheduling que - this can take days or weeks or even longer at times. The owner is able to have the repair or recall done at any OEM specific licensed in the country. So if a customer is unhappy with Dealer A they can go to Dealer B or C - they are not confined or restricted to one service center.Mr. H[redacted] - didn't seem to accept any of the above information as reasonable and then chose to use Great Britain' s legal system as a reference. Basically he wanted to leverage the internet and the Revdex.com to motivate my staff to fix his unit. We didn't need any additional motivation - we only win when our customers are happy so we do everything in our power to put smiles on our customers faces.In the end the part became available like we told him - we had him in the priority que and we fixed his unit. A bully approach such as this doesn't create any harmony between a customer and a business in fact it is a disconnect and discord. We gleefully greeted him and reviewed his unit with him - and I personally spoke to him and his father before they left. In the end Mr. H[redacted] realized he had worked along side our service advisor (T** B[redacted]) as a youngster - and they had fun reminiscing.Final word. The repair was completed to our OEM's expectations.Thank you,KVMK[redacted] V. M[redacted] - Dealer PrincipalPerformance PowerSports
K[redacted] I was just contacted by J[redacted] the sales manager from performance power sports. He told me that if I didn't pull my complaint from Revdex.com that he would not be able to help me get the parts pulled quicker from assembly line to fix my atv. When I was there on 11-24-17 he was trying to passify me buy telling me he was using up all his favors for the year to get his rep to pull parts because BRP isn't producing replacement parts for the recall yet. J[redacted] said if I continue with Revdex.com handling this I was forcing his hand to go strictly by the book and any favors he was offering would be out the door. I told him that he should be trying to get the parts pulled quicker to resolve this issue regardless. He said he had a star rating with Revdex.com and he had no problem dragging this out for as long as it takes
They sold me a atv with a manufacturer recall of possible injury or even death on faulty transmission shifter that wasn't repaired before sale on 5/20/They are in breach of contract under consumer protection actIt's the dealers responsibility to either refund my money or replace atvThey have had my atv for weeks and manufacturer has backordered recall parts since 1/
I can do nothing but apologize to our customer for the lack of customer service he has received His order was held up due to one of the parts in his order not received from the Manufacturer We have since shipped the remaining order via FedEx with the tracking number of [redacted] It is scheduled for delivery on 6/2/ As far as the other part of the shipment, we have since learned that the part was for a small engine and we are not an authorized dealer for small engines (lawnmowers, outboard motors, etc) for [redacted] We are a large powersports and watercraft provider for [redacted] However, their catalogs do not classify the divisions separately The online catalog is all inclusive I have since refunded $to the customer's credit card for the parts we are unable to provide.Again, please accept our sincere apologies for the delay and lack of correspondence to update the customer[redacted] ***Office ManagerPowersportsWarehouse.com
Mr***'s package was delivered via *** on May 2, and left on the front porch at 1:pm local time Due to the thousands of parts available to our customers for the various manufacturers we support, some parts are invariably out of stock and must be obtained from the manufacturer
That sometimes takes a few extra days before the complete shipment is sent out This is to save extra shipping charges for the customer We apologize for the delay in shipping, but customer satisfaction is important to us and making sure that a customer's shipment is complete and accurate before shipping is our goal.We thank Mr*** for shopping with us and sincerely hope he will give us another chance to make him a satisfied customer. Performance Powersports/PowersportsWarehouse
When we found out the wrong part had been ordered we stopped the delivery and instructed our carrier to return it to us We have been in contact with Mr*** and are obtaining the correct part (rotor,sensor) and shipping the speed sensor out today He should receive a tracking number
once the package is scanned into the FedEx system.We appreciate Mr***'s patience in getting his order corrected *** *** is his contact here and if he needs further information, he can contact *** or call me direct at 864-***.*** ***Office Manager***powersportswarehouse.com
MrB*** is mistaken MrB*** placed an order through our online parts website on August 15, As you will note from the attached transaction search through our online merchant services provider, only two attempts were made to place and pay for an order with us We have
fraud prevention methods in place on this website due to previous transactions that we have been charged back for that were fraudulent The order limit was placed at $to alert us to large orders so that they may be reviewed and either allowed or cancelled/voided at our discretion MrB***'s attempts exceeded the dollar amount set in our fraud settings and so it was reviewed and the first transaction attempt was approved and the second was voided MrB*** had ordered from us before so we approved the purchase.We received $1,on Aug 15, and processed the order MrB*** has requested through you that his order be cancelled and we have done so this morning He should receive an email stating as such shortly.Since we only processed one order at the $1,figure, only one can be cancelled and refunded The search transaction report attached is highlighted as to name and a three year search period so that you may see that he has made only two attempts in to order from us and not the number his complaint states We will not be refunding $5,to MrB*** because we have not received that figure We take our fraud prevention seriously and as such sometimes orders have to be reviewed before processing This is for the customer's protection as well as ours Regards,J*** P*** ***, PowersportsWarehouse.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** H***
We are aware that the recall part is on national back order with C(Bombardier Recreational Products) and not currently available. As soon as the part becomes available and is shipped to us we will get this installed for MrH***. Like most businesses, we want our customers happy and especially in this case as MrHa*** has purchased several units from us dating back to 2013. J*** P***Office Manager
***, it appears my saga has endedMy last credit showed up in my account this morningNot much left to say that hasn't already been saidThank you for your help, it's a shame people like this are aloud to stay in businessAll the best to you, *** ***
Customer's package was delivered via FedEx on 5/15/at 12:03pm The tracking number is *** We also refunded the backordered parts on 5/13/for $ We sincerely apologize for the delay in shipping.*** ***Office Manager
K***, I was contacted today by BRP which is can- am companyThey want me to send them a copy of my bill of saleThey are saying I'm not the owner of said can- am defender hdThis was supposed to be corrected by performance power sportsPerformance has messed up paperwork and this is part of
the original complaint I hadShould I send them a copy? If you could contact me at (864) ***- *** I could explain this mess better
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint First of Mr M*** when I brought my utv to your dealership for repair the service rep said y'all have had a lot of issues with defender hdM*** S*** talked me into this utv because he said performance had no issues with defender hdWhich is clearly not trueI tried many times calling service department for updates on utv repairThey never answered phone or returned messageFinally called M*** S*** and got him to talk to T** and he returned call saying parts for repair ordered should be in by end of weekI then called at week only to find out that parts for transmission won't be in until 11/23/I then returned on 11/24/to find out that parts were still on order which was being told this was main shaft for transmission and it would be 12/19/I told them this was unacceptable and if BRP could not make a shaft for transmission in weeks they should replace transmissionThis is when I learned from service they had actually repaired transmission under warranty already and was actually waiting on shifter that's on recallI was lied to for weeks by your staff.I asked to trade utv for another but was told I could notI asked them to release my utv which J*** said not without signing release form relinquishing performance of any obligation to recallI said no because BRP recall said take to nearest dealer for repairI was told to contact BRP myself if I wasn't happy so I did only to find out that I wasn't the owner of said can - am utv and they would not release any information to meBRP said contact your dealership and tell them to straighten out paperwork problem if I was truly the ownerI did and was told by J*** it wasn't a problemI ended up having to send BRP my contract and Bill of sale to get fixedMr M*** it's kinda hard to take utv to another dealer for repair sir when you would not release itMr M*** you said in your last statement the customer is all that matters and you welcomed me warmly and talked to me and my fatherWell sir if you call telling me that T** has some paperwork for me taking time to make sure I'm happyYou did talk to my father but he didn't purchase the utv I did I'm the customer sirI do appreciate you getting involved and helping get utv repaired but you don't have to worry about me filing anymore complaints against you or your dealershipI will not purchase anything else from you or do I recommend anyone else purchase anything from you or your dealershipSincerely James Hancox
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** H***
They sold me a atv with a manufacturer recall of possible injury or even death on faulty transmission shifter that wasn't repaired before sale on 5/20/2017. They are in breach of contract under consumer protection act. It's the dealers responsibility to either refund my money or replace atv. They have had my atv for 6 weeks and manufacturer has backordered recall parts since 1/2017.
Mr. [redacted]'s package was delivered via [redacted] on May 3, 2017 at 10:47am and left at the front door. Our shipping manager spoke with Mr. [redacted] on May 2 at 9:52am and addressed his concerns. Mr. [redacted] indicated his satisfaction with our response at that time.Shipping delays occur for various...
reasons, however, we strive to communicate with our customers when there are excessive delays due to part availability, back orders, or weather conditions that could delay delivery. Customer satisfaction is our ultimate goal and we make a concerted effort to give our customers a great shopping experience.We apologize again for the delay and hope Mr. [redacted] will give us another opportunity to earn his business.
I can do nothing but apologize to our customer for the lack of customer service he has received. His order was held up due to one of the parts in his order not received from the Manufacturer. We have since shipped the remaining order via FedEx with the tracking number of [redacted]....
It is scheduled for delivery on 6/2/15. As far as the other part of the shipment, we have since learned that the part was for a small engine and we are not an authorized dealer for small engines (lawnmowers, outboard motors, etc) for [redacted]. We are a large powersports and watercraft provider for [redacted]. However, their catalogs do not classify the divisions separately. The online catalog is all inclusive. I have since refunded $26.52 to the customer's credit card for the parts we are unable to provide.Again, please accept our sincere apologies for the delay and lack of correspondence to update the customer.[redacted]Office ManagerPowersportsWarehouse.com
K[redacted],]Mr. H[redacted] UTV has been repaired and returned to him.As you know we are a licensed dealer for several well known powersports brands doing business in Oconee County, SC.The primary brands we sell and service are Yamaha, Kawasaki, Polaris, CanAm, KTM,Vespa, Kymco, Dixie Chopper / Jacobsen. These OEM's have done business in USA for many years - some celebrating over 50 continuous years. In the case of Polaris and Textron they are publicly traded USA stock companies but all of these companies are consumer driven compliant organizations. Even the Japanese companies listed above have a USA manufacturing footprint (Kawasaki in Nebraska and Yamaha in Georgia); indicating a large commitment to this marketplace.As I said above we are a dealer licensed to retail their products - we are not a distributor, manufacturer or importer of any product.The product liability and the consumer warranty rests squarely with the OEM - as a dealer have a opportunity to service the products they distribute. As an authorized repair facility we are still an independent business able to set our own hours of operation and determine the staffing level that make sense. Most of the products we sell have a seasonal sales component to them and as a result we see spikes in demand for service, however we can not use temporary help to meet peak demand because of the technical knowledge required to perform repair/service procedures. The scenario described above is inherent to our business so we often work longer hours in an attempt to alleviate this stress.Sometimes we find that a particular model has a "recall" In most cases the OEM is complying with some federal guideline for parts failure incident count. When this happens then the OEM has to determine the part failure and everything surrounding that; in some cases the OEM seeks a new supplier or re-engineers a part to be produced by the same supplier. This happens in the auto business and the babystroller business - it just happens in business today - especially in a kanban flexible manufacturing environment - just in time supplier operations.When there is a part failure - in some case there has to be a design change - in other cases there has to be a supplier change but in both cases there is usually a delay in getting parts for the repair - quality control dictates this. The parts that aren't available go on "National Back Order" waiting for the supply to be readied, approved, and distributed. As a dealer we are in a hold pattern and usually the rules for ordering are (1) by vehicle identification number and (2) the vehicle has to be at the dealership. Recall parts and repairs do not cost the customer any money, warranty repair doesn't cost the customer any money - but both of these are an inconvenience and the customer is correct - they didn't buy it for it to fail.In the end, a part has to be available and then the repair has to go into the scheduling que - this can take days or weeks or even longer at times. The owner is able to have the repair or recall done at any OEM specific licensed in the country. So if a customer is unhappy with Dealer A they can go to Dealer B or C - they are not confined or restricted to one service center.Mr. H[redacted] - didn't seem to accept any of the above information as reasonable and then chose to use Great Britain' s legal system as a reference. Basically he wanted to leverage the internet and the Revdex.com to motivate my staff to fix his unit. We didn't need any additional motivation - we only win when our customers are happy so we do everything in our power to put smiles on our customers faces.In the end the part became available like we told him - we had him in the priority que and we fixed his unit. A bully approach such as this doesn't create any harmony between a customer and a business in fact it is a disconnect and discord. We gleefully greeted him and reviewed his unit with him - and I personally spoke to him and his father before they left. In the end Mr. H[redacted] realized he had worked along side our service advisor (T** B[redacted]) as a youngster - and they had fun reminiscing.Final word. The repair was completed to our OEM's expectations.Thank you,KVMK[redacted] V. M[redacted] - Dealer PrincipalPerformance PowerSports
K[redacted] I was just contacted by J[redacted] the sales manager from performance power sports. He told me that if I didn't pull my complaint from Revdex.com that he would not be able to help me get the parts pulled quicker from assembly line to fix my atv. When I was there on 11-24-17 he was trying to passify me buy telling me he was using up all his favors for the year to get his rep to pull parts because BRP isn't producing replacement parts for the recall yet. J[redacted] said if I continue with Revdex.com handling this I was forcing his hand to go strictly by the book and any favors he was offering would be out the door. I told him that he should be trying to get the parts pulled quicker to resolve this issue regardless. He said he had a star rating with Revdex.com and he had no problem dragging this out for as long as it takes