Complaints

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• Initial Complaint

  Date:21/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a side by side for mother's Day the machine was claimed to be new but was having issues going in and out of gear and a couple other minor defects shortly after receiving the machine it stopped going into gear and I found the oil had not been changed no major cause for concern at that time I later found out the first service interval was 250 km they had used it till 450 km 200 km over the oil change limit I had changed the oil and within 300 km the machine stopped going into gear I then changed it again and it shifted fine again until about 200 km later when the machine started making a horrible noise I inspected it and found that the clutch has failed due to excessive heat due to a lack of proper maintenance after the first initial oil change it's 500km but the first wasn't done

  Business Response

  Date: 21/07/2025

  Hi we bought this unit from an auction it had only a few hundred km on it, we disclosed it was a bank repo and we had no history on it, as well as provided a car fax report.  We told him we did nothing to the unit as it was in such great condition, it still had all the protection plastic on it. We gave them a deal on the unit and he test drove it here at the shop and he had lots of time to look it over or bring it somewhere for an inspection, a few weeks later he called us asking about parts, we were slammed at this time with rv sales.. a few days went by and we found him the contact info for the local Massimo dealer in ********, so he could get the parts he needed when it left our shop it was working perfect. Sorry he is having problems but with atvs things happen all the time , this is a Chinese side by side wr are not a power sports dealer and he bought it after doing a good check and test ride. We were not covering anything up and put a long video of the unit on line. We did what he asked us to do and find him a Massimo dealer contact. But yes it did take us a few days to get that task done, we are sorry about that but all we did is google Massimo dealer Edmonton to get him the number. He could have done that himself.

  *******

  Owner 
  Stony RV

   

  Customer Answer

  Date: 21/07/2025

   
  Complaint: 23625752
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  I never received any reports or was informed it was an auction vehicle but the first maintenance should have been completed at 250km as per Massimo so at this point their negligence is as follows they have not done the bare minimum maintenance and has now costed me the use of the machine and the reliability of said machine they are claiming it was new and the plastic was still on it when I received it there wasn't any plastic on it and the machine was used and when I test drove the machine at the dealership I questioned them about why it wasn't moving correctly they said that's just the way it was not the possibility of the main drive clutch failing

  He has already admitted fault because of his statement that nothing was done 

  Customer Answer

  Date: 22/07/2025

  Attached is the parts list directly from the dealership they recommended totaling 854$ USD for parts and 500$ for labour 

  Business Response

  Date: 24/07/2025

  Mr ******* purchased the 2022 Massimo 550 on May 16th 2025. The first correspondence I had with him was on 12th July 2025 via email saying he was having issues with the unit, he explained that the transmission oil had not been  changed.  At that time he suspected the drive belt needed changing and was looking for a part #. I replied two days later that I would look into it and get back to him. I then emailed again on the 19th July giving details of two dealerships that could help him with his enquiry. He responded asking if they would help with "part numbers as in a failed clutch on a machine sold by Massimo"

  The next thing was a one star review that appeared on the same day, he explained that it has a wet clutch and the maintenance was not done properly by the previous owner, not something we would be aware of as we bought it at auction as a bank repo, not something we hide, we are very upfront about it, he was made aware of it. During the two months Mr ******* has owned this unit he himself admits he has done over 500kms in this machine, None of us knows how he treated it, how he drove it or the maintenance he claims to have done on it. We as a company cannot be held responsible for what has happened with this machine during that time.

  Had Mr ******* attempted to make contact before July 12th with issues or been clearer about what his expectation was from us, we would not be here now. At no point during the emails did he state or suggest he wanted anything from us, He has presented photos and a certificate, again the photo's may show repairs needed but does not show that it is our fault, I'm afraid that in the over 500kms done it would be hard to say how the machine was driven and by whom, I fail to see how we can be held responsible for something we have no power over knowing if it was abused by the new owner. I sympathize with the problem he is having but are unable to help.

  Customer Answer

  Date: 25/07/2025

  Unfortunately before I even said I would take the machine I had a conversation with *** at the dealership after a test drive I mentioned that the machine was not accelerating correctly and they stated they would have their mechanic look at it and it would probably require a drive belt but I had mentioned the wet clutch being the possibility they said they would look at it now after their statements of they did nothing to it and they didn't look at it I also reached out to the mechanic shop they recommended that would do warranty work they stated it would not be warranty due to the lack of proper maintenance that has already been admitted as per Massimos maintenance records the 250km oil change that wasn't done on time witch would cause excessive wear leading to premature clutch failure also the difficulty shifting the delivery driver had was due to the failed clutch and lack of an oil change I did reach out asking for part numbers because I assumed it was a belt as well but did not expect a failed main wet drive clutch I think I'm being fairly fair asking for the bare minimum of the Amazon parts that may or may not last but if needed I could bring it to the dealer and have them repair it and submit the bill