Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Great Outdoor Powersports sold us a UForce 1000 CFMOTO. The machine has 65 miles on it and hasn’t had its first oil change and the belt completely ripped due to a piece in the motor that wasn’t bolted down. Filed 3 warranty claims with CFMOTO who stated Great Outdoor should have found this during there inspection. Asked them for help, they refuse to help me after CFMOTO told them it was their fault. They owe us $1,400 for the repairs. The machine has barely been driven and completely doesn’t work. There are very similar stories on their recommendation page on Facebook I just found.

  Business response

  01/16/2025

  I first want to start off saying we tried to get the customer to bring the unit in to us for the repairs and they would not bring it in. They wanted it picked up and delivered for free which warranty doesn't cover. We are not really even supposed to sent claims into the manufacturer unless the machine is in our shop. We used the pictures they sent us to try to get it covered anyway just to try and please them, in the meantime they also had another dealer do the same thing which got us both bit by the manufacturer. The manufactured deemed it water damage due to all the rust on the clutch per the pictures the customer provided and usually when submerged in water the belt slips and shreds which is what happened to the customers unit. Customer is stating that there was a piece in the motor that was not bolted down, I am assuming they mean the primary clutch which we do not build or install so that tells me the complaint is sent to the wrong party. The customer also is stating that CFMOTO stated that we should have found this during our inspection, we have never had the chance to inspect it because they will not bring the unit in to us, And they will not pay the pickup and delivery fee. The customer also states we refused to help them after CFMOTO told us it was our fault, Yet again this is another false statement. CFMOTO never told us it was our fault and yes we have refused to do anything else until the unit is brought into us per the manufacturers instructions. To sum it up we do not build these machines we are the dealer, we went above and beyond what we were supposed to do to try and help the customer since they would not bring us the machine for warranty work and did not want to pay us to pick up and deliver the unit which warranty does not cover. The manufacturer denied the claim with us and another dealership so why are we singles out. Looks to be a case as we have seen before where the customer made a mistake by misusing or abusing their machine and filled the clutch case with water and caused the damage. I am sure it was an accident and that is ok but you can not blame someone else for your mistakes. We tried to help the customer to the best of our ability and they are mad the the manufacturer denied the claim. I would like to point out that the claims on Facebook are not the problem at hand and also I am sure there is a backstory to each and every one of them. We sale and service literally thousands of customers and anyone with a business this size knows you can not please them all, I think we have a very good ratio of pleased customers vs mad customers. There are just a handful of bad reviews compared to the thousands of satisfied customers we have. Also the customer states that we owe $1400.00 for repairs, last we heard it was not repaired so how it that what we owe as the dealer and not the manufacturer. If the repair was only $1400.00 then why is the customer disputing $16200.00? Please let us know when you want to bring it in for repairs or if you need us to get you the customer service number to the manufacturer considering that is there the complaint needed to be directed instead of us the dealer who did more than we should have to help the customer. 

  Customer response

  01/16/2025

   
  Complaint: ********
  I am rejecting this response because: Several of the comments made in this claim are false per documentation. Great Outdoor Motorsports NEVER stated they would allow us to bring in the machine and them pay for the $1,400 for the repairs. My $16,200 claim was to refund the machine that is no longer working if the repairs are not covered. As stated on the phone and per emails, we were told that we could take our unit to other local CFMOTO licensed mechanics. Per our mechanic's findings, there was no such detail of water damage reported because no other structure has any type of water damage. Per the Great Outdoor Powersports sale representative, this unit was left outdoors before it was sold to us, and we have documentation of that when asked. Also, per our mechanic, these false findings were something we were warned about that phantom abuse by the customer when warranties claims are made. This is not right on a brand-new machine over $16,000 which is why we are taking this further because we have rights as a consumer as well the documentation to prove it. Any other consumer would take similar actions. We have written and timestamped documentation of everything that was stated. We would like to review the time stamped claims made in this report about us refusing to bring in this machine. This option was never discussed with us per our time stamped recorded documentation. The repairs have not been made because we are waiting on a resolution by CFMOTO and/ or Great Outdoor Powersports to ensure we are not financially responsible for damages we did not create. We are trying to get Great Outdoor Powersports to do the right thing in paying for the belt and barings. We are lucky no one got hurt in this situation. If a resolution is not made, we can hire a 3rd party investigator to look over the machine and per findings file a lawsuit of negligence and false claims. 

  Sincerely,
  ****** *****

  Business response

  01/17/2025

  We have made no false claims here at all. The customer took the machine to another dealer first and the claim was denied. The customer then contacted us upset so we sent the claim in and naturally it was denies again by the manufacturer, not us. The customer is correct in saying that we will not pay for the $1400.00 in repairs, we did not break the machine and we do not build the machines therefore we as the dealer are not responsible for the repairs. These complaints again are being directed to the wrong party. We will not be refunding the $16200.00 that is ridiculous to even expect over an issue that was self inflicted based on the photos given to us, keep in mind we are still yet to see the machine in person. We have already talked to the service manager at the other dealer as well and they stated and the manufacturer stated it had been submerged in water which caused the issues, again we have to base our diagnosis from them and the manufacturer because the customer will not bring the machine to our service department. We have several machines sitting outdoors and have never seen an oxidation issue like this because of sitting outdoors, that is the environment they were designed for, but not designed to be submerged. Again we are the dealer not the manufacturer, per our dealer agreement we cannot submit warranty claims unless the machine is in our repair facility. I would also like to point out that the manufacturer turned down the warranty claim not us so why are we dealing with the issue. We have already done all we can without the unit in our shop. 

  Customer response

  01/22/2025

   
  Complaint: ********
  
  I am rejecting this response because:

   

  We want to make it clear that there has been no water damage caused by us. We are still unsure of the exact location of the clutch case because, despite our repeated requests, we have not received the owner's manual (image 5). There is a tracking device in the vehicle in case it was stolen, which confirmed it was only driven on paved roads. The vehicle was stored in an enclosed garage. Our intent is not to place blame, but to clarify that we did not mishandle the vehicle. If we caused any issues, we would pay for repairs. However, the vehicle was never mishandled, and it remains in the same condition as when purchased. As indicated by the sales rep, we were told we could bring the vehicle into any authorized CFMOTO service center for repairs (image 5). Given the circumstances, we are unsure whether we would want to do so. To resolve this, we expect you to cover the costs of parts and labor. The reimbursement check should be made payable to us, and we will submit the paid invoice once received. Upon purchasing the vehicle, it was delivered to our home when no one was present to inspect it. We informed the sales rep of the time we would be home (images 4 & 7). The sales rep apologized in writing after arriving and finding no one home (image 11). We have video footage from our home security cameras, as well as footage from our business, showing the delivery of the papers without the vehicle. According to my recorded conversations with CFMOTO, they stated the issues should have been found during the pre-sale inspection. If CFMOTO does not take responsibility, then you, as the dealer, should be held accountable for selling a faulty product. Our service manager also confirmed they never received contact from your establishment. If this matter is not resolved, I will pursue legal action, including filing in small claims court, which would lead to legal fees. Alternatively, we can resolve this if Great Outdoor Powersports chooses to do the right thing, as CFMOTO isn’t covering the cost due to the 90-day warranty, which you failed to disclose, especially since the manual was never provided. 
  
  Sincerely,
  
  ****** *****

  Business response

  01/22/2025

  The sales person the customer had is no longer with the company, we ordered an owners manual, it came in and it will be mailed out today. There was no way we could determine the true cause of the issues since the machine was not brought to us. Again these complaints are being directed to the wrong place as we did not break the machine, we was never given the chance to diagnose the machine, and we do not cover another shops repairs. The complaints need to be directed at the dealer that took it apart or the manufacturer. There is no where in the set up instructions on a CF Moto machine that says we are supposed to remove the clutch cover and remove the clutch for inspection prior to customer delivery of a machine. How do I know that the photos of the parts supposedly taken off the machine actually came from that machine since my repair facility did not take apart.  

  Customer response

  01/22/2025

   
  Thank you for your documentation and response. I wish to reiterate that the employee dismissal and the oversight concerning the pre-sale vehicle inspection are not the customer's responsibility. The photographs submitted to the warranty department and Great Outdoor Powersports were taken by our mechanic, not by us. As previously stated, the warranty dispute primarily involves the relationship between your company and CFMOTO, and does not directly involve the customer as again, we have done nothing wrong in this situation. Given the multiple instances of misrepresentation and manipulation documented in this complaint, including instances where I possess contradictory evidence, I no longer feel comfortable entrusting the vehicle to Great Outdoor Powersports for service. I have afforded both CFMOTO and Great Outdoor Powersports ample opportunity to amicably resolve this matter.
  Therefore, I am now compelled to refer this matter to legal counsel for further action. Thank you for your documentation.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a fourwheeler had problems with brakes out twice almost hurt took it for work now they say won't run they sold me junk just need money back!

  Business response

  10/17/2023

  This customer bought this atv used from us, all of our used units are sold as-is no implied warranty. We do sell extended service contracts which the customer declined. He stated the brakes went out twice which was never brought to our attention. I have a service order attached which has a statement from him on it and he never mentioned anything about brakes. This unit that he purchased was just serviced at our facility by the previous owner, which was traded in on a new side by side the day he paid for the service. What we have here is a classic case of cold feet, he bought this unis and ran it to death and never check the fluids like he was supposed to and now he wants his money back. Again this unit was in perfect working order when it left our facility and we cannot warrant what the customer done to the machine. 

  Customer response

  10/19/2023

  * ********** ********
  
  I am rejecting this response because:
  They say they maintenance before bought then why is brakes not working for me to get hurt and if all fluids was good shouldn't had problems in 5 weeks then shipped somewhere else for maintenance with out permission and destroyed this business needs shut down before someone is hurt or killed!
  Sincerely,
  
  *** *******

  Business response

  10/19/2023

  There is not a thing wrong with the brakes, the motor is blown up. Again, this is a case where the purchaser tore up his unit and now cannot afford to fix it and is wanting his money back. This is operator error and lack of maintenance knowledge on all terrain vehicles. we can offer the customer an instructional ATV maintenance course for a small fee if he is interested, it will save him money on his next purchase.

  Customer response

  10/20/2023

  * ********** ********
  
  I am rejecting this response because:
  Best I can do is ask the bbb to give bad rating and work with the sister store which I don't know has my four wheeler to be worked on and should not owe the ******** store anything cause nothing was worked on! 
  Sincerely,
  
  *** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩