Complaints

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I dropped of a utv to be fixed in October of 2022. It was to be diagnosed and fixed. I still have not received or told when my utv will be done. I have called and spoke to numerous managers/employees and nobody will give me a definite answer. This is above an 8500.00 fix in which I have paid all but 400.00 for which I can pay upon completion of my utv. I need help and I would like to have my utv back please.

  Business response

  07/07/2023

  Mr. ******* brought his Can Am x3 to us on 10/12/2022. We brought the unit in for engine damage and it went into our waiting line for diag (roughly 3-4 weeks wait time for machines needing diag). On 11/7/2022 the unit went to a technician and the motor was removed and delivered to the engine bay. After initial inspection of engine components after removal, we notified customer of his options to rebuild machine in our facility vs purchasing a new motor from another company and just installing. Customer aggreed to purchase a new engine from ****** speed as it should be cheaper to purchase vs rebuild. Mr. ******* agreed and the engine was ordered after Mr. ******* put down a deposit for parts. The engine was ordered on 12/20/2022.  Original timeline given to us from ****** speed was a 2-3 week turn around after customers engine arrived at their facility. After motor was recieved by ****** speed, they contacted us and stated the customer's engine was in much worse condition after disassembly. A new crankshaft was needed and the cases were damaged beyond repair. We contacted customer and stated that ****** speed would be charging us more for the engine as more damage was found. We offered customer to only pay the cost of new parts needed with no markup. Customer agreed and ****** continued working on engine. Engine did not show up from ****** speed until 5/11/2023 with having to order the new crank and cases. During this time of waiting we spoke with customer numerous times and updated of delays in the time frame from whalen. All conversations were noted in our POS system and can provide copies of converstaions.  As of this conversation Mr. ********* unit is still being worked on and repaired. The engine is installed and operating. We have reached out to Mr. ******* several times over the past 2 days to discuss this matter via text and phone calls. Mr ******* is no longer returning phone calls or text messages. We would like to resolve this matter to satisfy the customer and get his machine back. With a build as extensive as this we have ran into several hurdles to overcome and parts delays. Mr. ********* machine has been with us since October of 2022, but we both have been waiting on a seperate company for many of the months in that time. I am by no means trying to explain away 6 months of time waiting for Mr. ******* to get his machine back, but every shop in town including us is overwhelmed and understaffed with the amount of work that is needed for our community. We would like to resolve this with Mr. ******* and make this right for him.

  Thank you,

  Chris *********

*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. ↩