ComplaintsforBanner Recreation & Marine

• Initial Complaint

  13/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Morning, At the end of May, my husband went to an ATV dealership to see about purchasing a new ATV. He found one that he liked, but was not completely sold on it. He wanted a few weeks to ensure he really wanted that item (we were going to Edmonton and he had one up there he wanted to look at). The salesman had told him that he could put a $500 deposit on the said machine, which would hold it for 30 days. Before the 30 days was up, he decided he did not want the local machine. He approached the company for a refund, and they told him that the deposit was non-refundable. There was no indication on the receipt given that it was non-refundable, the machine has never been in our possession, there is no full bill of sale done for the machine, and the machine has never left their premises. Can they do this? Being that the 30 days is up now (we've been trying to dispute it through our credit card company being the dealerships refusal to refund), what course of action is available for us now? The company involved is Banner Recreation in Lethbridge AB (they have 5 locations through BC and AB)

  Customer response

  13/07/2022

  Told they would take a deposit to hold atv for 30 days. June 23 tried to get deposit back and told it was non refundable. No where on receipt does it state that. This item never left their showroom, was never in our possession.

  Business response

  14/07/2022

  thanks for reaching out.  when the deposit was placed, it is my understanding that our team was clear about the deposit being non-refundable, HOWEVER,  that said when you requested to not take delivery of the unit committed. it is my full impression from the team that they represented to you that they WILL refund the money once we sell the machine in question.  given the inventory shortages, when we have a machine on hold for a customer, we turn away others with the expectation that the deposit is a commitment that the machine is spoken for.  i will confirm with the staff, but it was my understanding that the refund will be fully refundable once we sell your machine.  you are happy to reach to me directly at 250.308.6269.  derek b********    

  
  

  
  

  per:

  
  

  Good Morning, At the end of May, my husband went to an ATV dealership to see about purchasing a new ATV. He found one that he liked, but was not completely sold on it. He wanted a few weeks to ensure he really wanted that item (we were going to Edmonton and he had one up there he wanted to look at). The salesman had told him that he could put a $500 deposit on the said machine, which would hold it for 30 days. Before the 30 days was up, he decided he did not want the local machine. He approached the company for a refund, and they told him that the deposit was non-refundable. There was no indication on the receipt given that it was non-refundable, the machine has never been in our possession, there is no full bill of sale done for the machine, and the machine has never left their premises. Can they do this? Being that the 30 days is up now (we've been trying to dispute it through our credit card company being the dealerships refusal to refund), what course of action is available for us now? The company involved is Banner Recreation in Lethbridge AB (they have 5 locations through BC and AB)

• Initial Complaint

  23/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July24/20 pd$292.57 for new battery installed in watercraft. Two months later when winter stowing I discovered circulation hose disconnected during installation. On Apr6/20 found battery failed load yesterday, completely dead so returned to Banner requesting warranty replacement. They insisted I pay $214.57 pending Warranty claim processing * see notes on invoice. Numerous calls over 8 weeks yielded " still waiting response. In May , three E-mail appeals to GM unanswered so on July 6/21 posted letter of claim to GM total $292.57 for shoddy labour and a defective ( probably used) battery for which I was charged total replacement cost. Phone messages to GM via staff this week remain unanswered. I've been mishandled, ignored, abandoned.

  Customer response

  30/07/2021

  
  Better Business Bureau:
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** **** **** **** ********** ** ************ ** ***

  On both July 28 & 29 I received my first contacts from Derek B******** after months of ignored phone messages, Emails, *** ** ****** ***** ****** *********** ***** ******. Without reference to BBB intervention Mr B******** stated a desire to reach a resolution by placing a nominal credit on my account for future use. On my insistence he agreed to credit my last invoice paid of $213, essentially a warranty on the failed battery. So, subject to my tracking with **********'s posting of this amount, I consider the issue resolved. 

  
  

  Significant or not to you, by his demeanor of not offering any apologies but rather arguing to defend his employees, I'm left with the impression that his action was motivated merely for damage control as opposed to maintaining a reasonable standard of good Customer Relations. Therefore, when presented with options, I will avoid doing business with Banner Rec.

  
  

  I thank you for your prompt and efficient representation on my behalf which to me upholds the reputation and cause for BBB.

  
  

  ****** ****** * *******************

  
  
  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. ↩