Complaints

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction date February 7, 2024 amount of transaction $11,999.99. The item is a ****** utv went to pick it up it would not start, they got it started after many attempts it would not start when I got home l had to pay to get it back to the store. They said it was fixed. I paid to get it home, tried to take it out for a run it would not shift. I talked to them about a replacement they refused. Its now sitting at the store I have never been able to get it out of the driveway and had to make my first payment today. Im legally blind, I bought it so I could take my dog around town so we would not be home bound. I cant get it resolved when I call I get the runaround l get a different person each time who is supposed to return my call but has not. I called the manufacture I thought they may be able to help me but no success. I dont know where to go for answers. Its a new machine and its been a month in repairs and is still not working Im very frustrated and worried I will have to pay for something, I will not get to use. I live on a budget and cant afford to buy another one and pay for this one to.

  Business response

  03/26/2024

  We have had several phone conversations with our customer ******************************, since the purchase of his new Hisun *** on 2/7/2024.  At the time of the purchase ***************** stated that his son owned the land where the *** would be used. So no sales tax was charged at the time of purchase, once looking into the purchase application there was no tax exempt verification on file, our company contacted ***************** to have him provide a form to us, sign a new one or pay the sales tax.  We have made 2 seperate repairs to his *** & we have tried to explain how his warranty works.  Timeline listed below:

  Purchase of *** 2/7/24

  Brought in for first repair 2/18/24-Picked up from repair 2/24/24.  Customer had for 11 days before bringing in for repair.

  Sent our Mechanics out to customers home 3/5/24. Customer had for 10 days before calling about repair. 

  2nd repair completed 3/19/24-unit has not been picked up at this time

  2/18/24 ***************** returned his *** stating that it was not running.  a work order was filled out & customer refused to sign, stating that he wanted us to order his a new unit.  After our diagostic testing and warranty approval for repair.  The fuel injector was replaced & map sensor plugged in.

  2/19/24 ***************** contact the store upset about us not ordering him a new unit. He used vulgar language & was very loud over the phone. As he ended the conversation He stated that he was contacting an attorney to *** our company.

  2/24/24 ***************** picked up his unit from the repair shop.

  3/5/24 ***************** called stating that his *** was not shifting correctly, so we sent out 2 mechanics to his home to see if the unit could be repaired on-site or needed to come to our repair shop.  The mechanics made an assessment that the unit needed to return to the repair shop.

  3/18/24 ***************** was contacted by our company to inform him that his  *** was ready for pick up, he stated during that conversation he didn't know if he wanted it back. That he does not own any land & is not going to sign the tax exempt form & we could pay his sales tax.  He also stated that we could keep his ***.  Later that day ***************** contacted us to know that we could keep his *** for a week 7 then check back with him on Friday.  He wanted us to contact the manufactor and get a him a brand new unit.  We did contact ***** and they told us that we area licensed warranty repair provider under their warranty their *** are to be fixed, they are brand new when sold.

  3/21/24 ***************** called to state that he would be out of town this week, but will call back next week for delivery date & time to be scheduled.

  Please see attached documents for all phone conversations from our managers.

   

   

   

   

   

   

   

  Customer response

  04/19/2024

  They are holding the utv hostage. I am being charged monthly payments and haven't even ridden it. I would like to cancel this transaction. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a four wheeler for my son on 4/4/22. He spent his own money purchasing it. I have brought it to them 4 times for different repairs. The last three times was because it is leaking gas. Each time they say they fix it, we bring it home, he rides it, and it leaks out gas. Last night it leaked out an entire tank of gas. The store refuses to fix it and the manager and owner never return calls. I have asked numerous time for a replacement or my money back and they refuse. Consumer laws and ATV lemon laws should prevent this but the manager keeps comparing it to a car, which also has lemon laws. I just want my son to have a working four wheeler to ride that he paid for. It’s not safe for him to ride if it leaks gas but the company doesn’t care, stating “that’s not their problem”. This isn’t the first time this has happened with this company and numerous other people are coming forward about them.

  Business response

  05/16/2022

  Customer returned the 4wheeler on 04/26/2022 complaining that it will not stay running and that the customer made adjustments to govern it down.  Customer wanted money back.  Unit is purchase with a manufacture warranty against manufacture defect. 
  
  Upon inspection, unit was adjusted incorrect by customer and we adjusted the throttle cable to the lowest setting possible that would keep the unit running.  It was also noticed that the unit had water in the gas tank which had to be removed, carb cleaned and tested to insure in proper working order.  Due to the repairs not being Manufacture defect, it is not covered under warranty.  The Family Center did not charge the customer for repairs.
  
  After repair, unit was started and shut off at least 3 times.  Then the unit sat and waited for the customer to pick up.  When customer arrived, there was no fuel leaking under the unit.  The customer, Mrs. ******, had us start the unit 3 different time and used the remote shut off at different distant to make sure remote shut off worked. 
  
  Due to the customers behavior and language to our staff, the customers are no longer allow in the store or on the property.   

  Customer response

  05/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  I have brought the four wheeler into the store 4 different times for issues, not just once. One of the times, the warranty paperwork even says that they were unable to fix the break and it still wasn’t responding properly. Also, the gas that was in the unit was the original gas that came when we bought the four wheeler because my son had barely rode it because it spent most of the time at the store. So if there was water, it was from their gas. Also, the unit is still currently leaking gas. They have a warranty that they are refusing to honor. The next closest store is 3 hours away. Also, the only thing we adjusted was the throttle but that is a feature of the bike and advertised as such. The manager followed my husband around the store and repeatedly him it was fixed, but we we started it up in front of her, it took off by itself. She was very rude and told us there was nothing they could do about it and if my son wrecks, that isn’t “her problem”. My husband did get upset with her, but I never said a word and just repeatedly asked for assistance from someone else to deescalate the situation. I was refused and told I was not allowed back in the store. Therefor the store is refusing me access to the warranty that comes with the four wheeler, which is false advertisement and should warrant reimbursement from the store.
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a side by side ATV with a two year warranty from this company in 2020 for our vacation country home, to be used only while we were there. This ATV has not run right from day one, and this company has never fully resolved the issues we have had. They now have had our ATV for over 3 weeks, and will not give us an update on the repairs, and continuously tell us the mechanic is not in and they do not know when he will be in.

  Business response

  05/16/2022

  Customer dropped unit off at our Bonne Terre location for 04/16/2022 for an oil change and also mentioned that unit won’t go into reverse. 
  
  Unit was transferred to our Farmington location for the problem with the reverse.  Unit was scheduled for an oil change, not complete assessment of the transmission.  Without an appointment at our Farmington location, the unit diagnosis had to be worked in between scheduled work.  Manufacture has been contacted and working thru getting unit repaired.   When unit will be complete depends on the availability of a part.  We are trying to resolve the issue as soon as possible. 
  
  Customer has owned unit since 07/17/2020 with used it 45 hours/703 miles and unit has a 2 year warranty.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a cub cadet mower on 3/10/22 from Family Center and was to finance a total of $2708.75. My ticket number was ******. I had not made a payment yet because the time hasn't happened yet but I found out I am being charged an add on package that I was not told about and not what I agreed to. I contacted ** **** and they said Family Center did this charge and I have to take it up with them. They won't do anything.

  Business response

  05/10/2022

  It is explained at the time of purchase and signed by customer about the $125 promo fee.  

  Customer response

  05/16/2022

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

  -this is not my signature.  

  -I tried to pay them in cash; the lady at the cash register said that she couldn't take my money. 

  -I'll provide a copy of the unsigned receipt they presented to me. 
  
  
  
  Sincerely,
  ***** *********

  Business response

  05/18/2022

  Attached is a statement from our Asst Store Manager, ***** *****.  Mr. ********* cannot make a cash payment to our store because we did not finance the unit.  The unit was financed with TD Retail thru the Cub Cadet promotion.  I understand that his copy of the sales receipt is not signed, but the receipt he has still clearly states the Promo Fee on his copy.  We do not charge this fee, we do not have a option to remove it.  This is thru the finance company and is explained at the time of purchase. 

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a side by side from this company on 3/26/2021. I drove it 100 miles around my farm and it quit pulling. I took it back to the Family Center. They told me they couldn't work on it at that time. It was around Thanksgiving. I left it there. They've had it ever since. Every time I call, it's not repaired. They said they ordered a seal and they put it in and it still wouldn't do anything. I contacted the manufacturer and they told me they didn't receive any orders from the Family Center. Then she said she found something and it was supposed to be fixed. When I call them, they tell me they will call when it's fixed. It's been four months.

  Business response

  03/24/2022

  We acknowledge that customer did bring his unit in for warranty repair on 11/23/2021.  Do to repairs being warranty work, we had to get pre-authorization from the manufacture.  With this occurring during the holiday season (Thanksgiving, Christmas and New years) it took time to get approval.   When parts were ordered, some were back ordered.  Once parts were received, Mr. *******'s unit was priority.  Mr ******* picked up his unit on 03/21/2022. 

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