Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a brand new 125cc kid ATV for my son it ran perfectly for a few days then it started to not run correctly. the shock broke, a bolt fell out that housed a pin and spring from under the engine. it would no longer reliably start. We we returned to the dealer and they told us they do not do refunds even though no sign was posted and accused us of "riding hard and putting away wet". my son rode this machine on flat ground for 3 days and one day during rain. all which should be normal conditions for an ATV. then further stated that the ATV showed signs of a person being to heavy for it. my son ways 90 pounds. the weight limit is 230lbs. The dealership will not offer a refund and still has not been able to complete any repairs to get the ATV running after 3 weeks of having it back in their shop. at this point i would either settle for a running ATV or a refund. when asked if we could swap for the other unit in stock they said that was not an option as that unit had some kind of issue as well. as Friday August 30th i have been unable to get a return call or get an answer on the phone from the shop were we purchased this ATV.

  Business response

  09/24/2024

  Good morning. In regards and response requested from our conversation this morning. I spoke with **** ****** yesterday 9/23/24 - he is picking up the ATV on Friday 9/27/24. As we discussed this morning - we have been selling this exact make and model for over 8 years - we have become very familiar with this product. When **** ***** called us and said that the ATV stop running - asked him to bring it in. The ATV was brought to the shop upon initial inspection and conversation with Gabe, he told us that he changed the oil and he just "touched the drain plug and it fell off", also told us that a spring and rod fell out as well. The ATV had a broken left front shock, chain was falling off of drive sprocket and did not start, front brake was completely in-op, starter chain was not engaging gear to start ATV (it had jumped off gear) and the governor screw was completely missing. We replaced the broken shock, the starter, solenoid and battery, adjusted front brake, tightened exhaust, aligned starter chain and tighten drive chain.  We expressed to **** that this unit is not in a normal condition after approximately one week of ownership and just ridden by a youth male approximately 80 pounds and that had never ridden an ATV before. It was disclosed to **** that this ATV was "rode hard and put away wet". Other indicators that others may had been riding the ATV that were over the max weight limit were also visible. Side note - it has been agreed by **** that the starter & solenoid were covered under warranty - other parts and labor are not covered under warranty - therefore there will be a charge for services and parts. Attached are some pictures of the condition of ATV upon dropping it back off. Videos are also available if needed to substantiate - too large to send in this email format. Please do not hesitate to contact me with any other questions/concerns you may have. Regards, Joe D****** Auto Sound Motors, Inc. 5600 Brockport Spencerport Rd. Brockport, NY 14420 ###-###-####

  Customer response

  09/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* *****
  
  
  
  
  

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